To access the NHSmail Helpdesk Self-Service, the following url should be selected or copied and pasted into your web browser.
On navigating to the above url, you will be presented with the following page. Please note that if you are not actively logged in to your NHSmail account, you will be redirected to the NHSmail login page to enter your NHSmail account credentials.Once entered, you will then be directed to the page shown below.
The NHSmail Helpdesk Self-Service homepage consists of two main selection buttons enabling you to raise a Service Request or Incident related ticket.
On selecting either the ‘Raise a Request’ or ‘Raise an Incident’ button, you should be presented with a series of level 1 categories. Each category contains a further set of level 2 categories that can be selected based on the requirement or issue.
For example, if a request was needed to unblock an NHSmail account, the following steps would be taken:
1.Select the ‘Raise a Request’ from the NHSmail Helpdesk Self-Service homepage.
2.Select the Account Management category 1 option.
3.On selecting the category 1 Account Management option, you will be presented with the associated Account Management level 2 category options. Select the drop-down list and choose ‘Account Unlock’.
4.Once the level 2 category has been selected, you will be presented with the data capture form below. All fields marked with an asterisk are mandatory.
The final part of each data capture form relates to providing details of the user that the ticket is being raised for. In many cases, a Local Administrator will need to raise a ticket on behalf of someone else such as an end user they are supporting. In these scenarios the following fields highlighted should be updated with details of the user. Please note that these fields will be populated by default with details of the user logged in to the NHSmail Helpdesk Self-Service.
In order to change either the user and/or associated location, the following steps should be performed.
- Select the magnifying glass from the ‘Requested for’ field.
2.Once the search box has loaded, type either the users account name, first name, last name or email address into the search box changing the value within the ‘Go to’ drop down to match the search field you are using.
3.Press the return key which will then present a list of matches for selection. To select a user, click the value within the name column.
4.To update the location of the user, firstly select the magnifying glass icon from the ‘Location’ field.
5.Once the search box has displayed, select the search field that will be used. This can be Name, City, State/Province or Country. The default and most commonly used field is ‘Name’ as this will contain the name of the Organisation being searched and will in most cases provide the most relevant search results.
6.Select the required location by clicking on the name. This will update the location field with the new selection.
In the event that the user and their location is not available in the search directories, the ‘Unable to find user in the requested for field’ should be changed to ‘Yes’. This will present three additional fields which will allow the users name, email address and Organisation to be inputted. This data will be associated with the ticket on submission to assist the NHSmail support team with fulfilling/resolving the ticket.
7. Finally, once all information has been added to the fields marked with a red asterisk, the blue ‘Submit’ button located at the bottom right of the form should be selected to log the ticket into the system.
