How to log a service request
If you need to make a Service Request for something like creating a windows or NHSmail account, installing special software or recovering files from a shared folder from a backup tape. You can do all this using the IT Portal. When you log in to the portal via the icon on the desktop or typing in https://servicedesk.mtw.nhs.uk/ you will see the following screen:
Click the shopping trolley icon with the title: Request New Service, when you get to this screen.
If you do not have SAL access (Starters, Amendments and Leavers) then you will be limited in the options that you have available to you. The following screen shows what you might expect to see.
If you do have SAL access and you click Request New Service, then instead you will see the following options.
To show what you may see when you click for a specific service, please click the link you need below.
File Restore
IT Equipment Move
IT Equipment Request
Leaver Request
Network Port Requests
New Starter Request
NHSmail Account Request
Software Installation
User Detail Change
Windows Login Request
Here we can see that there are three fields that need to be
filled so that the current file can be searched for and recovered. The first
field is the name of the file. The full name of the file is preferable just in
case there are any files with similar names that may be recovered accidentally.
The second field is the last known location which you can copy and paste from
windows explorer. It is also important to let us know the name of the drive
(usually the department) if possible, to speed up our speech for the correct
folder. The last field is when the file was last seen. To finish, please click the place request button.
There are five fields here that require information to make sure
that we can get your equipment moved in a quick and orderly way. Firstly, we
ask for a contact number. This can be either a mobile number or an extension
number. Secondly, we need the details of the equipment that needs to be moved.
If this is a computer then asset numbers will be needed, and any other equipment
that has a tag that makes it identifiable would be helpful too. Third and fourth,
we have the current and new location fields. A door code is best (this can
usually be found on the door frame), but a brief description of where they need
to be moved from and to will often suffice. Lastly, we need to know how many
network points and plug sockets are available so that we know if it is feasible
or not. To finish, please click the place request button.
There are two fields available for entering information, one large and the other is a yes or no choice. The main field is for entering details of the equipment that you are requesting. It would be helpful if this could be as detailed as possible, so when requesting a printer, please let us know if it needs a scanning unit or the ability to print in A3 for instance and when available, please show the indicative or confirmed cost of any equipment. The second field is there to confirm whether or not you have completed an ICT Request Form. You are able to attach this form via the attach a file link on the right-hand side. To finish, please click the place request button.
Here we can request that a user’s IT access be revoked as they are leaving the trust. Leaving accounts open that belong to people who no longer work for the trust presents a security risk and so we would like to curb the amount of accounts that are left open. The first and second fields are open for the leavers first and last name with the next two fields open for their job title and their department. Lastly, you can pick the date that they left or the date that they will be leaving on so that we don’t revoke their access prematurely. To finish, please click the place request button.
This is needed when there are not enough network ports available in a particular room where more computers, phones or other networked IT equipment are required. Firstly, we ask for a contact number. This can be either a mobile number or an extension number. The next field asks for the specifics of what is needed, what equipment the port is needed for or whether any additional equipment is required and where it is needed in a particular room. Thirdly, we ask for the location. A door code is best (this can usually be found on the door frame), but a brief description of where it is within a department will often suffice. Finally, you are given the option to click yes or no as to whether or not you need additional power sockets. To finish, please click the place request button.
Here you can request a windows account, NHSmail account and shared drive access all on the same page. Begin by typing in the first and last names of the new user into the first two fields, then put their new job title in the third. Next, put in their extension number, if applicable, and then select their start date followed by the site they will be based and the department they will work in. If you only need a windows account for the user then please click the tick box next to Windows Logon Request, and it will populate the fields that you filled above. You can do the same with the other two fields, NHSmail Account Request and Shared Drive Access.
The only fields that will not populate and need to be filled in manually are the shared drive folder path and a user that already has the access that the new user requires in the comparative user box. To finish, please click the place request button.
To request an NHSmail account, all you need to do is to enter the first and last names in the the first two fields along with the job title in the third and then in the final two fields enter the site that the user is based at along with their department. To finish, please click the place request button.
Remote Access to the trust network from outside the trust can be requested via the Remote Access Request Form. First, we will need you to fill out the linked form titled Remote Access Request – Trust Staff. Once this has been filled, please attach the filled form via the “Attach a file” link on the right hand side. On the left we have two text fields and two tickboxes. The first text field is for the name of the person who you would like to have access and the second is for the name of their department. The following tickboxes are there to make sure that the form has had approval from both a line manager and ADO.
To request shared drive access for a user, please enter the name of the person who needs the access into the first two fields along with the job title in the third. In the fourth field, we need the path of the drive that the user needs access to. The path in this case will be mapped to S: and the drive path is \\mtwdfsv01\Dept\PCT but is also useful, when available, if you are able to supply us with the group name that we need to apply to the user, in this case MTW-TDeptPCT. Finally, pick a user with the same access that is needed so that we can check that it is the correct access and then click the place request button.
To request that a new NHSmail shared mailbox be created, we will need five fields of information to be filled. The first would be the name that you would like the mailbox to have. Please note that all mailboxes created by us will have the prefix mtw-tr. and the suffix @nhs.net. Secondly, we need the name of the department that the mailbox is going to be created for. The next two fields that we require to be filled are the names of owners or administrators to be given access to add or remove users from having access to the mailbox. Just in case there is an issue with an owners ability to access the portal to change this access, we have added another service request called Shared Mailbox Access, as you may have seen previously. Finally, we need the email addresses of the users that will need access to monitor and send emails from the shared mailbox. This box is larger than a single field so that you have room for as many email addresses as you may need.
Here we ask for three pieces of information. The first is a contact number, because although we are often able to deploy installations to machines in the background and we would not need to contact you, under some circumstances, we do need to come along and install software manually. Secondly, we need a brief description of the software that needs to be installed to avoid confusion with different versions of the same software, for example the pharmacy version of eDN as opposed to the ward version. Finally, enter the asset number or numbers of the machines that you would like to gave the software installed on and click place request.
For user detail changes, we have only one field to fill out. All we need to know is the name of the user on the system and the changes that need to be applied to the user, such as changing names due to changes in marital status or change in job roles within the trust. When you have filled out the details, please click please request.
To request an windows (AD) account, all you need to do is to enter the first and last names in the the first two fields along with the job title in the third and then in the final two fields enter the site that the user is based at along with their department. To finish, please click the place request button.