Quick User Guide - Logging Issues for Allscripts PAS
ü Always log issues with the IT Help Desk
o https://servicedesk.mtw.nhs.uk/
o #105 or 01622 6 35999 option 3
ü Provide information as detailed in the Log Requirements Checklist shown below
ü Escalate any urgent non-resolved issues to your line manager
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Minimum Data Set (MDS) to collect from the caller |
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MDS ITEM |
Example/Purpose |
Check |
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1 |
Users’ name |
The caller’s full name e.g. Barry Chuckle |
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2 |
User role |
Role – Nurse / Doctor / AHP / Out Patients clerk |
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3 |
User Active Directory (AD) name |
e.g. BChuckle |
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4 |
User availability |
Users can be contacted in the evening or time window (7am-3pm), contact no. / alternate no. required |
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5 |
User location |
e.g. Site Maidstone, Ward 10 Room 3 |
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6 |
Asset number of the relevant equipment |
Found on the Laptop or the PC base unit e.g. 10110 |
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7 |
Time and date when the incident occurred |
Is it the time of the call or at a different time e.g. 15:30 10/10/2019 |
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8 |
Patient Identification (if relevant) |
NHS or Hospital Number of the Patient affected e.g. M12345 |
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9 |
Brief description of the problem |
Mention specifics of a problem including what they expected to happen, and what actually happened e.g. when searching on patient date of birth no results are returned. |
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10 |
Screenshot |
Use either snipping tool or print screen button (PrtScn) to produce a copy of the screen. Paste image into Portal call or word document, add to log. |
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11 |
Replication steps |
Brief steps undertaken to reach the point where inability to complete task e.g. enter patient date of birth, select search, system does not respond |
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12 |
Are others experiencing similar incidents? |
This is important as it may be symptomatic of a larger incident (i.e. access to an application) e.g. Five other staff have the same problem in my office. |
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