Known Issues

The Helpdesk Self-Service tool functionality that is now available for use includes some known issues. These items have been captured in the below table to provide details of what the issue is and what remedial action is being taken to rectify. A number of the issues identified are already undergoing remedial action and are expected to be resolved during the pilot phase.

 

 

Forensic Discovery Request

Issue Description
Due to the Forensic Discovery Request item requiring additional validation tasks as part of the workflow, the data capture form/template contains a slightly different appearance. These differences are: 1. An Order button located towards the top right of the page as opposed to the Submit button located at the bottom right of the page. 2. An order status page shown at the point a Forensic Discovery Request is raised. This screen is only visible at the point the request is raised and is displayed.
User Guidance
The 2 issues identified do not exert any impact to the functionality of the Forensic Discovery Request item. The Order button located towards the top right of the page should be used to submit the request. The order status page displayed after the Forensic Discovery Request has been raised should be disregarded. To navigate back to the home page, please select the home button towards the top left of the page.
Impact Rating
Low - Cosmetic
Remedial Action/Timescales
Due to the current version of the NHSmail Helpdesk Self-Service that Accenture is running, a limitation is present which restricts the ability to customise the Forensic Discovery item to maintain the same look and feel as the other Request/Incident items as well as removing the order status screen. Accenture will be moving to a newer version of the NHSmail Helpdesk Self-Service later in 2019 which will enable the ability to further customise the Forensic Discovery Request item to share the same look and feel as the other Request/Incident items available.

 

All Category Items

Issue Description
At the point of selecting an Incident or Request category item, the user will be presented with a Wish List option located towards the top of the page. Due to the customisation that has occurred to create the NHSmail Helpdesk Self-Service functionality, the Wish List option does not function.
Impact Rating
Low - Cosmetic
User Guidance
The Wish List option that is presented should be ignored/disregarded by the user. The lack of functionality does not impact any of the NHSmail Helpdesk Self-Service core functionality provided.
Remedial Action/Timescales
Due to the current version of the SSP that Accenture is running, a limitation is present which restricts the ability to disable the Wish List option. Accenture will be moving to a newer version of the NHSmail Helpdesk Self-Service later in 2019 which will enable the ability to remove/disable the option from all category items.
Updated on 17/05/2019

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