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.
Emailing is quicker, why do I have to log this myself?
Emails often lack essential information like budget codes, authorizers, or delivery locations. Using the correct form captures all necessary details up front, making the process quicker overall.
When logging an IT Incident, please include as much detail as possible. If you’re getting an error, attach a screenshot. For issues with PCs or printers, include the device's name to help us run initial checks. Consider the questions we usually ask over the phone, like "Has this just started?" or "Are colleagues affected?", and include this in your ticket details—the more information, the better!
How do I use the portal?
We recommend using the search feature to find relevant Service Requests or solutions that meet your needs.
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 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 on-site and want to reset your main password (typically 14 characters in length) see this article: Self Service Password Reset(Windows 10 / 11).
If you're working remotely see this article Self Service Password Reset Using Web Portal
How do I reset my Smartcard PIN?
NHS England has introduced a new, 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?
HR reports all new starters, including substantive, agency/contractors, bank, and internal moves, to IT. They are automatically set up with basic accounts.
For students or existing staff needing IT logins and Smartcards, navigate to the Access Management category and fill out the IT Access Request form. You can add the Smartcard request in as an additional item at the bottom of the form.
My Agency / contractor account needs extending.
In hours: Contact HR, and they will initiate an automated account extension.
Out of hours: Contact the Site Managers.
How do I request additional access for a new starter?
It depends on the application:
For applications with additional licensing costs (e.g., Bighand, Adobe Acrobat, MS Licenses), make a request under the Application Access category.
For cost-free applications (e.g., EDM, PACS, ICE) use the Application Access found under the Access Management category.
For additional Smartcard permissions, request this via 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, to find all email-related service requests.
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?
Visit the Hardware category, to browse and order equipment.
How do I request changes to my call centre or phone line?
Check the Telephony & Devices category, for service requests related to greeting messages, voicemails, and call centre modifications on Cisco or Teams.
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)