FAQ - Logging Tickets on Fresh Service
What is an IT Incident vs Service Request?
An IT Incident is an unplanned interruption which can be anything from your computer not booting up, to a paper jam in the printer or an error message received in an application.
Anything else including 'how to' questions are Service Requests. Examples would be; to reset a password or PIN, order new hardware or to install / move a workstation for a new starter.
The Service Catalogue is a collection of all the Services we have to offer and can be found under the Request New Service (trolley) icon.
Emailing is quicker, why do I have to log this myself?
Emails are often lacking vital information we need in order to process a ticket, like budget codes, authorisers, location for delivery of equipment. Using the correct form is quicker in the long run, as it captures all the information we need to order the item, or setup a new starter all in one go.
When logging an IT Incident, put as much information as you can in the detail, if you are getting an error, it would be great to get a screenshot, which you can attach to the ticket as you log it. If your ticket is in relation to a PC or Printer, then including the PC or printer name will also help us to do so some initial checks. Have a think about the types of questions we ask over the phone, like has this just started happening? Are your colleagues affected? and include this in the ticket detail, the more information the better!
How do I use the portal?
We recommend to use the search feature to help return any Service Requests or solutions that meet your criteria.
The Service Catalogue is forever evolving, we add new service requests or update them to take advantage of new features that are released in Fresh, every week.
I can't see the 'Request a service' option.
Ensure you are logged into the portal to see all available options.
I would like a more interactive option!
You can make use of the 'Ask Milton' ChatBot feature, which will conversationally guide you through and (hopefully) help you navigate the solution articles and Service Catalogue.
Simply click on your profile photo / initials and select 'Ask Milton', as depicted below.
How do I switch back to the classic portal from the conversational portal?
Simply click on your profile pic (top right) and click "Switch to Classic view"
How do I reset my password?
We have several self service options available to our staff.
If you are in the Trust and want to reset your main password (typically 14 characters in length) see this article: Self Service Password Reset(Windows 10 / 11). Working remotely see this article Self Service Password Reset Using Web Portal
How do I reset my Smartcard PIN?
NHS England have launched a more user friendly Smartcard PIN reset process, see this article for more information Smartcard PIN Reset
How do I request an IT logon for a new starter?
All substantive, agency / contractors, bank and internal moves are reported to IT by HR, so all new starters will be setup a basic account. If you have a Student or an existing member of staff that needs an IT logon and Smartcard, please navigate to the Access Management category and then use the form called IT Access Request, you can then add the Smartcard request in as an additional item at the bottom of the form.
My Agency / contractor account needs extending.
In hours, please speak with HR in the first instance and they will initiate an automated account extension request with us.
Out of hours, please speak with the Site Managers.
My new starter requires additional access to an application, how do I log this?
It depends on the application, if there is an additional license cost for access like Bighand, Adobe Acrobat or MS Licenses, etc. then these can be requested under the Application Access category.
For applications that have no additional cost like EDM, PACs or ICE for example, you would simply use the form called Application Access found under the Access Management category.
For any additional permissions to be added to someone's Smartcard then this would need to be requested under the Smartcard Request Form found in the Access Management category.
I need to be added to an email distribution list, how do I request this?
Go to the Email category, here you will find all the service requests in relation to email.
I need to remove someone from a distribution list.
Go to the Access Management category and chose the Revoke Access form.
How do I order new equipment?
Go to the Hardware category, here you will find all the equipment you order.
How do I request changes to my call centre or phone line?
There are a number of service requests under the Telephony & Devices category, for making changes to greetings, voicemails etc on Cisco and Teams Call Centres
eCARE Related Requests
How do I request a patient or encounter merge on eCARE?
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is Patient / Encounter Merge OR Correction.
I have downloaded Powerchart touch on my device, but I need an account.
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is Powerchart touch account.
My Powerchart touch account is locked, how do I reset it?
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is Powerchart touch password reset.
A registered new born does not have an NHS number, what should I do?
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is NHS number for Baby.
Once received we will then get an NHS number generated manually.
How do I add a new midwife / Clinician / Registrar / Physiotherapist to an appointment book?
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is New Resource Form.
Please note the Back Office Team require at least one week’s notice (of the Lead Clinicians start date) for a new Resource to be set up within eCARE.
My printer is not appearing on the list in eCARE?
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is Add Printer to eCare Printer drop down list.
This applies to Wristband Printers, Blood Label Printers and eCARE Letter\Patient Label Printers.
My letters are not automatically printing in eCARE, what should I do?
Automatic printing is device specific rather than user, meaning these settings will not follow you to every device.
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is Automatic Printing.
I would like to amend an existing appointment type, e.g. add/remove location, how do I do this?
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is Change existing appointment type.
How do I associate a resource to an appointment type OR inactivate and remove a resource from appointment book?
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is Change to / Remove Resource.
How do I add instruction to appointment letter or amend telephone numbers that appear on letters?
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is Letter change request
How do I set up a new virtual location in eCARE?
Click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is New Location Request
How do I request a correction on a patient record?
My patient has a missing NHS No, how do I request this be updated?
My patient has the incorrect DOB on their eCARE record, how can this be updated?
For any details to be corrected on a patient record, click on Request New Service and go to the eCARE Service Category under here you will see all the eCARE related request forms. The form you require is Patient / Encounter Merge OR Correction.
How do I add or remove a bed / bay or chair on an Inpatient Bed Board ?
Click on Request New Service and go to the eCARE Service Category, under here you will see all the eCARE related request forms. The form you require is Amend Inpatient Bed Board (Add or Remove Bed/Bay/Chair)
I need a CareAware connect account.
Simply search for CareAware in the search box to find this form : CareAware Connect Account
I've locked my CareAware connect account.
Again, simply search for CareAware in the search box to find this form : Reset CareAware Connect Account (Unlock / Password Reset)