Thank you to everyone for your patience and teamwork as we work through initial questions and challenges with Andgo expansion this week. Below are some important updates:

Multi-Factor Authentication (MFA) Issues – Some staff are experiencing repeated MFA prompts (for example: being asked to approve a sign‑in or enter a code multiple times).

• These are MFA‑related problems that can only be fixed by Shared Health Service Desk. Please direct staff to call the Service Desk for all MFA, username, and password issues. These cannot be resolved onsite.

“Unknown Account” Errors in Andgo MySchedule – If a staff member receives an “Unknown Account” message:

• They must contact their site Scheduler to review and update their employee profile in ESP.

System updates will process by next business day. If the problem continues after updates have processed:

• Staff should contact their Scheduler again. The Scheduler will follow additional SH-SS scheduling process steps and provide updates to staff.

Quick Reference Guide (QRG) Screenshots Not Matching What You See – Some of the QRG screenshots do not match the current screens in Andgo. At this time, the QRGs provided by Shared Health are the only official resources available. Any inconsistencies will continue to be shared for review and updates.

Staff Requiring SH-SS Email Account/Password Resets

• SH-SS email account requests – Facility/program either submits request for multiple staff by bulk request form to Shared Health Service Desk or request for individual staff to Shared Health Internal Portal Service.
• Password resets – Staff to follow directions in Shared Health Digital Self-Service Password Resets

Thank you for continuing to send questions and updates so we can follow up and work toward solutions:

• Contact Kimberley Funk about QRGs/staff education
• Schedulers to contact Frieda Penner and Jordan Fehr
• Supervisors/Managers/Directors to contact Tamara Burnham and Joel Nelson

We appreciate everyone’s support and patience as we move through this Andgo expansion period together.

Submitted by: Tamara Burnham