WEBVTT

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One important objective of
NHSmail Guide is to improve

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transparency over the tickets
raised and their life cycle.

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If I click on I want to view or
manage existing tickets. I can

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now choose between viewing all
my open tickets or tracking and

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updating a specific one.

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Let's start with the 1st.

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So this function returns a list
of tickets which I have raised

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and that are currently in an
active or in a resolved state.

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Closed tickets will not be
displayed here.

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The tickets are shown as
Collapse, Expand Adaptive Cards

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and contain information on the
date of creation, a short

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summary or title,

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Current State, Assignment Group,

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as well as information around
the issue, the user who raised

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the ticket, and the user for
whom the ticket was raised.

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Any comments added to the
ticket, either by the helpdesk

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or by the user will be displayed
here.

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Now back to the main menu

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and this time I want to track an
individual ticket.

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Sot, I will navigate again

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to the track my ticket function.

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This time I need to provide the
ticket number, which I've copied

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so I can just paste it into chat

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and you'll see that the ticket
is returned in the same format,

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again, displaying information on
creation date, summary, current

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status, assignment group, as
well as details on the caller

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and the affected user. But this
time I can add comments to the

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ticket, or I can mark the ticket
as resolved or reopen a ticket

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which was previously resolved.

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So I'm going to mark this ticket
as resolved.

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The Chapel is prompting me to
confirm.

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I can confirm that I want to
resolve

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and the ticket is now resolved.

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The status is automatically
updated in the self-service

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portal thanks to the integration
between the two system. So as a

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demonstration I can navigate
back to my ticket. So let's go

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back to the Help menu.

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Once again,

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navigate to the View my ticket
function,

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insert ticket number again

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and you can see that the state
has been updated to resolved.

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If I need to follow up on this
issue, I can reopen the ticket

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provided I'm still within the
three days, but in this case I

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will just leave it as it is

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and I can go back to the main
menu.