Frequently Asked Questions

​​​COT can provide many services associated with infrastructure optimization, including reviews of network and/or application architecture, sizing exercises, and performance tuning.  To engage a COT engineer for these services, have your authorized IT Services Contact​ submit a detailed request via email to CommonwealthServiceDesk@ky.gov​. Please include a billing number, as hourly consulting ​rates may ​apply.​​

​The Project Management Branch not only administers the Enterprise Project Reporting standards, they also provide services such as project management, program management, and portfolio management.  However, if an agency requires mentoring sessions or training information to improve skillsets of internal employees, COT can also offer support and guidance or act as a resource to share information regarding upcoming training opportunities.  Please send your request for project management services to CommonwealthServiceDesk@ky.gov​

COT’s Application Development team can provide development services or assistance on many application platforms.  Your IT Services Contact may send a request for development, along with COT billing number, to CommonwealthServiceDesk@ky.gov​. 

Before you apply for a COT billing number, check with your agency’s accounting office to determine if one has already been issued.  If a COT billing number has not been assigned, have your agency’s financial officer or accounting office send a Request for Customer Account Number Establishment form (COT-F100) to CommonwealthServiceDesk@ky.gov​.

​​​Your IT Services Contact will need to submit a Procurement Request Form (COT-F180)  complete with COT billing number and number of users/devices to CommonwealthServiceDesk@ky.gov​.  An engineer will work with you to make sure your internet connection is sized and scaled appropriately, then present you with a quote for monthly service.  Note that connecting a new location to the state network requires 90 business days.

An information security incident is an event that violates security policies or standards, or threatens IT systems or resources. This can include disclosing sensitive information such as health records, making unauthorized changes to Commonwealth data, or causing unnecessary disruption to Commonwealth resources or networks. COT’s response plan reacts to security incidents to eliminate the threat and return the systems and resources to normal and secure business operations.

When a potential security incident is identified, policy CIO-090 requires you to contact the Commonwealth Service Desk immediately by calling 502-564-7576. The Security Incident Report Form (COT-F012) may be used, if helpful. In the event that the incident is sensitive in nature and you wish to bypass the Commonwealth Service Desk, you may contact the Security Administration Branch at COTSecurityServicesISS@ky.gov​ or 502-564-1532 ​directly.

Your agency’s Security Contact will need to send an email requesting a security assessment to CommonwealthServiceDesk@ky.gov​.  Please include your billing number, as hourly consulting rates may apply.

Your Security Contact will need to send a completed Security Exemption Request to CommonwealthServiceDesk@ky.gov​. The provided link will take you to the list of available exemption requests. A COT security staff member will be assigned to review to your request.  Note that every effort should be made to adhere to all Enterprise IT Policies.  Security Exemption Requests are considered to be short-term solutions and are reviewed on an Annual Basis.​

COT password policy requires passwords to be at least 12 characters with at least one upper case letter, lower case letters, numbers, and a special character. Your password must also be different from your last 24 passwords. It cannot contain any personal information.  If you experience trouble when attempting to login, please contact the Commonwealth Service Desk by email at CommonwealthServiceDesk@ky.gov​ or by phone at 502-564-7576 (toll-free 800-372-7434).  COT also offers a Self-Service option for password reset using myaccount.ky.gov​.​​

Your Human Resources Contact, or IT Services Contact​, must submit an Onboarding New User Guide request, including the COT billing number to the Commonwealth Service Desk at CommonwealthServiceDesk@ky.gov​.  This form is used to establish basic services such as email, computer, and VPN services.

​​​​Your Human Resources Contact or IT Services Contact must submit a Staff Service Request Form (COT-F181EZ) to CommonwealthServiceDesk@ky.gov.  Alternatively, the COT-F181​ form is recommended for employees serving in an IT role, as it includes options for specialized access to technology resources.  Please include the COT billing number, and be sure to mark the appropriate VPN selection on the form.

If you find the resources available on your assigned computer are not adequate, you may petition your IT Services Contact for a higher-performance device.  If approved, your IT Services Contact may submit a request for the desired upgrade (i.e. larger or multiple monitors, additional RAM, larger hard disk) along with COT billing number to CommonwealthServiceDesk@ky.gov.  A member of COT’s Division of Field Services will provide a quote for the upgrade.  The agency will be responsible for the cost of any components not included in the standard rate descriptions​.  

The Commonwealth has contracted with Xerox to offer Managed Print Services​ to state government agencies.  This includes the installation and maintenance of all shared print devices.   

An individual with spending authority for your agency may contact COT by way of the Commonwealth Service Desk​.  Our Director of Field Services or a designee will discuss service options and rates with your agency’s leadership.  A memorandum of agreement may be written to specify roles and responsibilities and the terms of support.

​Your agency’s Human Resources Contact or IT Services Contact​ must submit a Staff Service Request Form (COT-F181EZ​) including the COT billing number to CommonwealthServiceDesk@ky.gov​.  This form is used to establish basic services such as email, computer, and VPN services.  Alternatively, the COT-F181​ form is recommended for employees serving in an IT role, as it includes options for specialized access to technology resources.​

​COT offers VPN connections to allow users to securely connect to the network. You can choose from Global Protect or SSL VPN Clients. Both options will allow you to connect to the state network and create a secure connection for you to work remotely. To gain VPN access, you will need to have your Authorized Technical Contact input a service request. If you are unsure who your Authorized Technical Contact is, please click the following link to find yours - IT Services Contact.

If you are currently an IT Services Contact, click here to be directed to the Networking/VPN Services portion of our Self-Service Catalog. From here you can complete the VPN Request catalog offering  If you experience any difficulties navigating the self-service catalog, please click here for video instructions on utilizing the Self-Service Catalog. If you are still experiencing difficulties or find the catalog does not serve your needs, please contact CommonwealthServiceDesk@ky.gov for further support.

​

COT offers a COT Self-Service option for password reset using myaccount.ky.gov​. You can also utilize this website to unlock your password and update your authentication methods.​​

COT provides multiple options of web browsers for users to utilize. You may download any web browser from the Software Center on your laptop. You can find the Software Center on your laptop by utilizing the windows search bar in the bottom left of your screen and searching "software center".​​​

COT offers a few options to report damaged hardware. The first option is to call us directly at 502-564-7576. Secondly, you can utilize our COT Self-Service Incident Portal to report any hardware damages. Lastly, you can also send an email to CommonwealthServiceDesk@ky.gov.​

The COT Service Catalog can be utilized to establish accounts, request hardware, software, and telephony services for a new employee. You can click here to be directed to the On/Off Boarding Services portion of our Self-Service Catalog. From here you can complete the Onboard New User Order Guide 2.0 catalog offering  If you experience any difficulties navigating the self-service catalog, please click here for video instructions on utilizing the Self-Service Catalog. If you are still experiencing difficulties or find the catalog does not serve your needs, please contact CommonwealthServiceDesk@ky.gov​ for further support.​

To get a performance enhancement and/or replacement, you will need to first submit an incident ticket on the COT Self-Service Incident Portal​ explaining the performance issues you are experiencing. A COT technician will evaluate your machine and look for opportunities for improvement or if any replacements are needed.​

If you have forgotten your KHRIS password, click here​ to reset your password. If your password is locked or you are experiencing difficulties navigating the KHRIS portal, you can also contact the Commonwealth Service Desk at 502-564-7576 for further support.​

You can visit myaccount.ky.gov to set up your Active Directory account. Once you are at the Commonwealth Password Reset page you can click ‘Register Account' to set up your multi-factor authentication. You can also click here​ for further details on setting up your MFA.​

COT has a wide selection of software available on all COT devices via ‘Software Center’. You can locate the software center by utilizing the windows search bar and typing ‘software center’ and clicking enter. This will open the software center where you can browse all the available software for your machine.​​

If you are an Authorized Technical Contact, you can click h​ere to access the Self-Service Catalog. If you find there is not a catalog offering that fits your need, please contact the CommonwealthServiceDesk@ky.gov for further assistance.​​

​Your IT Services Contact should send a completed COT Procurement Request Form (COT-F180) to CommonwealthServiceDesk@ky.gov​.  Please indicate the type of storage needed, the server or device name (if known) and list any affected applications.  Please include the COT billing number, as additional storage rates may apply.

COT offers fully managed support for virtual and physical servers and various operating systems (see the Kentucky Information Technology Standards for a list of supported hardware and software platforms).  Your IT Services Contact may submit an email to CommonwealthServiceDesk@ky.gov indicating your need for a new environment, or expansion/change of an existing one.  Please list as many known details as possible, including desired server specs, operating systems, etc., and your COT billing number.  The Server Request Form (COT-F045​) is particularly helpful, and should be used whenever possible.

Backing up your files to OneDrive will allow you to save your files and keep your files up to date. You can download OneDrive by going to https://www.microsoft.com/en-us/microsoft-365/onedrive/download and installing the 64-bit version of OneDrive. After installing OneDrive, you will be able to drag and drop any files you need onto the OneDrive. If you need additional assistance backing up your files, please contact CommonwealthServiceDesk@ky.gov​ for further support.

Customers may inquire about COT’s Disaster Recovery services by contacting the Commonwealth Service Desk​ and requesting a consultation with the COT Disaster Recovery Coordinator.  The DR Coordinator and other COT subject matter experts will work with the application owner to ensure data is properly protected, using a combination of backups and real-time replication.

Your IT Services Contact​ must submit a completed Order for Production Print Services (COT-F070) form, along with your agency’s billing number to CommonwealthServiceDesk@ky.gov. 

​An IT Services Contact​ must submit a completed Equipment Installation/Removal Form (COT-F059) along with COT billing number to CommonwealthServiceDesk@ky.gov​.  Effective June 1, 2014, no equipment will be installed or removed at the Commonwealth or Alternate Data Center unless proper procedures are followed, per enterprise policy CIO-059).

CLEO Streem desktop fax solution is managed by Xerox as part of the Managed Print Services program.  Xerox is responsible for the setup, management, and billing of the service. To obtain this service, go to https://www.ky-mps.com​, download the CLEO Streem account request form, and submit it to Xerox according to the instructions on the form.

​Your Human Resources Contact or IT Services Contact must submit a Staff Service Request Form (COT-F181EZ) including the COT billing number to the Commonwealth Service Desk at CommonwealthServiceDesk@ky.gov.  To request phone service that will not be dedicated to an employee, such as a courtesy phone in a common area, send an email detailing the request along with COT billing number to the Commonwealth Service Desk at CommonwealthServiceDesk@ky.gov​.​​​​​

​Your IT Services Contact​ should submit a Procurement Request Form (COT-F180) complete with COT billing number via email to CommonwealthServiceDesk@ky.gov​. A telecommunications engineer will work with your agency to find the best solution to fit your business need and budget.

​Your IT Services Contact​ should submit a Procurement Request Form (COT-F180) complete with COT billing number via email to CommonwealthServiceDesk@ky.gov​. Please include the current and new addresses, as well as the planned move date.​​

COT offers technical guidance and information to assist your agency in complying with Meeting Protocols.  On-line meeting software is a platform of web-based intuitive products and COT has a few recommendations to help you select what will fit your conferencing needs.  Microsoft Teams and Zoom Teleconferencing​ are 2 platforms most commonly used.  

​Your Human Resources Contact, or IT Services Contact​, must submit an Onboarding New User Guide request, including the COT billing number to the Commonwealth Service Desk at CommonwealthServiceDesk@ky.gov​.  This form is used to establish basic services such as email, computer, and VPN services. The @ky.gov domain hosts email for most Executive Branch state agencies. If your agency is not part of the Executive Branch, please contact the Commonwealth Service Desk for information on obtaining email service. ​​​

To permit an employee to read or send email on behalf of a Group or Resource mailbox (i.e. calendar or conference room), simply submit a request via email to the Commonwealth Service Desk.  The request will need to be submitted by, or contain approval from an HR Contact or IT Services Contact​.​

​

1. Highlight the spam message in the Outlook Folder.
2. Press CTRL+ALT+F.  This will open a new email with the highlighted email attached.​
3. Send it to the COT Phishing Reporting at Phishing.Reporting@ky.gov.​​​

​​​

Yes, you may access your email at https://webmail.ky.gov/owa​.  Simply enter your Windows username in the DOMAIN\Username format (i.e. CHFS\jane.doe), then enter your Windows password.