One important objective of NHSmail Guide is to improve
transparency over the tickets raised and their life cycle.
If I click on I want to view or manage existing tickets. I can
now choose between viewing all my open tickets or tracking and
updating a specific one.
Let's start with the 1st.
So this function returns a list of tickets which I have raised
and that are currently in an active or in a resolved state.
Closed tickets will not be displayed here.
The tickets are shown as Collapse, Expand Adaptive Cards
and contain information on the date of creation, a short
summary or title,
Current State, Assignment Group,
as well as information around the issue, the user who raised
the ticket, and the user for whom the ticket was raised.
Any comments added to the ticket, either by the helpdesk
or by the user will be displayed here.
Now back to the main menu
and this time I want to track an individual ticket.
Sot, I will navigate again
to the track my ticket function.
This time I need to provide the ticket number, which I've copied
so I can just paste it into chat
and you'll see that the ticket is returned in the same format,
again, displaying information on creation date, summary, current
status, assignment group, as well as details on the caller
and the affected user. But this time I can add comments to the
ticket, or I can mark the ticket as resolved or reopen a ticket
which was previously resolved.
So I'm going to mark this ticket as resolved.
The Chapel is prompting me to confirm.
I can confirm that I want to resolve
and the ticket is now resolved.
The status is automatically updated in the self-service
portal thanks to the integration between the two system. So as a
demonstration I can navigate back to my ticket. So let's go
back to the Help menu.
Once again,
navigate to the View my ticket function,
insert ticket number again
and you can see that the state has been updated to resolved.
If I need to follow up on this issue, I can reopen the ticket
provided I'm still within the three days, but in this case I
will just leave it as it is
and I can go back to the main menu.