NHSmail Guide allows users to raise tickets with the National
Help Desk in a quicker and more streamlined way directly from
the Teams chat.
If I click on I want to raise and you take it with the help
desk,
I am prompted to specify whether I'm raising a service request or
an incident. High severity incidents should always be
raised directly via the help desk. So if I select this
option, the chat bot warns me that this is not the right place
and I should contact the helpdesk. Let's raise an
incident
Here, the chat bot needs to know whether the issue is about
e-mail delivery or something else. The reason being the
details required by the help desk to troubleshoot e-mail
delivery issues are very specific. So the chatbot has two
separate ticket raising flows, one for e-mail delivery and one
for everything else, like a simplified catch all version of
the minimum data set.
I want to raise an incident about joiners, movers and
leavers. So I'm going to click on all other issues.
Now the chat bot needs to validate my e-mail address.
The e-mail address returned here should always be my nhs.net
e-mail address since I am logged into Teams with this e-mail
address. But if the e-mail displayed here is not what I was
expecting to see, I have the option of saying no and typing
it in the chat.
Now the second validation is about the user that as a local
administrator I am supporting and for whom I'm raising a
ticket. So here I would most likely say no and type in their
e-mail address.
The chat bot now validates that this is effectively the user
that I am supporting.
I'm going to confirm
and what you see here is the minimum data set form. This is
the minimum level of information that the helpdesk needs to be
able to start working on my ticket. So first I'm going to
give it a name. This will be the name of my ticket, ticket,
subject.
Then I need to provide more information about the issue
in the second text box here.
Now if more than one user is having the same issue, I can
specify a number other than one. Here,
in this case,
I'm raising a ticket for Maisie, so only one
and if there is anything else that the helpdesk needs to know,
I can type it in here.
So now what? The chat bot is warning me that if I have
supporting material, for example screenshots, I should include
that information in the automatic e-mail that I will
receive upon submission. In fact, Microsoft Power Virtual
Agents does not support the attachment function just yet, so
I cannot
add attachments through the chat.
now. I'm going to submit this ticket.
Upon submission of the form, I receive an incident number
and a ticket is automatically created in ServiceNow in the
platform thanks to the integration between the two
systems and every change made to the ticket via the chatbot will
be reflected in service now, And vice versa, every change made to
the ticket in ServiceNow will be visible in the chatbot.
I can now rate my experience on a scale from 1:00 to 5:00
and leave qualitative feedback. So these are things that I've
enjoyed about the chatbot or things that I would like to see
improved in the future.
And that's the end of a conversation with the bot. I can
now return to the main menu
and browse new topics.