FAQ - Logging Tickets on Fresh Service
What is an IT Incident vs Service Request?
An IT Incident is an unplanned interruption which can range from your computer not booting up, to a paper jam in the printer or an error message received in an application.
A Service Requests covers anything else, including 'how-to' questions. 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 contains all the services we offer and can be found under the "Request a Service" (trolley) icon.
Common Questions
Why must I log a request instead of emailing?
Emails often miss critical details (e.g., budget codes, authorisers, delivery locations). Logging requests ensures all necessary information is captured upfront, speeding up the process.
How do I use the portal?
Use the search bar to find relevant Service Requests or solutions.
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.
📌 Tips for logging an IT Incident:
- Include as much detail as possible (e.g., screenshots, device name).
- Answer questions we might ask, like:
- "When did this start?"
- "Are others affected?"
Password & Access Questions
How do I reset my computer password?
How do I reset my Smartcard PIN?
Follow the NHS England Smartcard PIN Reset process
How do I request IT access for a new starter?
- HR reports most new starters to IT, and basic accounts are auto-setup.
- For students or additional IT logins, complete the IT Access Request form in the Access Management category.
How do I request additional access for a new starter?
The process depends on the application:
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Search for a specific app or use the Application Access form under the Access Management category.
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Additional Smartcard permissions: Complete the Smartcard Request Form found in the Access Management category.
We have an insourcing company starting work at the Trust.
Complete these steps:
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Submit the Insourcing / Outsourcing / External Organisations working at the Trust Service Request.
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Submit IT Access Request Forms for individuals.
- Provide the DSP approval email for MS Licensing
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Take a look at this solution to find out what we need from you
We may also need some further information in order to get this all setup, so please allow plenty of time before the agreement start date.
Leavers & Contractors
I have a leaver, what do I need to do?
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HR alerts IT for leavers, but for urgent access removal, complete this form : Revoke Access
How do I extend an agency/contractor account?
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In hours: Contact HR to initiate an automated extension.
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Out of hours: Contact Site Managers.
Quick Tips 💡
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Search Efficiently: Use the search bar for specific forms (e.g., "CareAware account").
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Scroll Down: On the homepage For our frequently used eCARE related pinned forms
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Share your tickets: For full visibility for your colleagues : How do I Share my tickets with my colleagues?
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Order new equipment: Browse and order items in the Hardware category.
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Request call centre or phone line changes: Use the Telephony & Devices category for greeting messages, voicemails, or call centre modifications (Cisco or Teams).
eCARE Related Requests
eCARE has a dedicated Service Catalogue category, but here are some common requests and queries:
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Patient Record Corrections: Submit the Patient / Encounter Merge OR Correction form.
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A registered newborn does not have an NHS number: Go to Request New Service → eCARE Service Category → Select NHS number for Baby. form. Once submitted, an NHS number will be generated manually.
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Adding a new midwife/clinician/registrar/physiotherapist to an appointment book: Go to Request New Service → eCARE Service Category → Select New Resource Form.
📌 Note: The Back Office Team requires at least one week’s notice from the lead clinician’s start date to set up a new resource in eCARE.
Powerchart Touch Issues
- To set up an account or reset a locked account, search for Powerchart Touch in the portal.
eCARE Printing
Amendments / Changes:
Use one of the following forms:
Other Requests