Remedy – Customer Portal

Fiona GregoryMcKesson CRM

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Local Triage

Remedy is the system via which Trusts are able to raise Service Requests (SR’s) to McKesson

Any queries regarding the ESR service should be routed to the designated Remedy contact before an SR is raised

The designated Remedy contacts must triage all requests to reasonably assess that the request is not:

Previously covered in a User, Alert or Release notice

Related to any other communication from the NHS Central Team

The subject of a training course, captivate session or ‘How To’ Guide

Already raised by your Employing Authority

Knowledge Available

In addition local knowledge should be utilised by referring to closed SR’s, local or regional peer groups and using the reference guides published on the following sites:

McKesson Information Point (MIP)

A customer facing portal which contains valuable information on the ESR service

Knowledge Base (Kbase)

The NHS Knowledge Management System maintained and delivered by the NHS Central Team

ESR User Manual

Available via the MIP or Kbase

Knowledge Available

Once this knowledge has been exhausted, should the Remedy contact remain unable to resolve the incident, an SR should be logged

The Remedy portal can be accessed as follows:

Via the McKesson Information Point

Using the following link: https://helpdesk.mckesson.co.uk

How to raise a new Service Request (SR)

New SR

To initiate a new SR click the ‘New SR’ link

New SR – Client Name

If you have responsibility for more than one Employing Authority the ‘Client Name’ dropdown list will allow you to select the Employing Authority for which the incident relates

New SR – Product/Service

Make a selection from the ‘Product/Service’ dropdown menu that best reflects the nature of the incident

New SR – Product/Service

Once the required Product/Service has been selected a note will automatically appear

The note advises that the ‘Application Information’ tab also needs completing in order for us to replicate the incident being reported. Click ‘OK’

New SR – Application Information

Once the note has been acknowledged the ‘Application Information’ tab will appear

New SR – Client Reference

The ‘Client Reference’ is a free text optional field that can be used to record an internal reference if required

New SR – Business Impact

The ‘Business Impact’ is assigned at the sole discretion of the Employing Authority raising the SR.

Business Impact

BUSINESS IMPACT DEFINITION

1 - Critical Incident causes critical business impact in the opinion ofthe Authority, i.e. Problem significantly adversely affectsability to carry out business critical functions

2 - High Incident causes high business impact in the opinion of theAuthority, i.e. problem results in partial loss of services orfunctionality with critical business impact

3 - Loss of Serviceto Single user

Incident results in loss of services to a single authoriseduser

4 - Standard Incident results in partial loss of services for which anacceptable and jointly agreed workaround exists, or minoror cosmetic faults exist which do not affect the ability ofthe service to fulfil its function

New SR - Details

The ‘Details’ field should contain a full explanation of the incident including examples

New SR - Details

The following conventions should be adhered to in order to ensure a more timely resolution:

Explanatory text – Ensure that this details the incident fully and include examples of where the error is occurring

Nature of the Problem – Include Process IDs or Assignment numbers but no other employee information. (Place the information in an Attachment)

Appropriate Contact – If the person raising the SR is unsure of the incident details please indicate who would be the best person to discuss and state contact details in the SR text

New SR - Attachments

‘Attachments’ can be added to an SR. Screenshots can prove very useful in assisting with the resolution of an incident

New SR - Attachments

To improve the security of attachments within Remedy and maintain an auditable log, all attachments will be attached directly to the SR within Remedy and not transmitted via email

Any forms that you may be requested to complete should be completed and saved locally and then attached to the SR accordingly

Any personally identifiable; sensitive or confidential data relating to the SR must be included as an attachment

Adding large files will have a detrimental effect on the Remedy portal – any files in excess of 5 megabytes will not be accepted so please zip a file where necessary

New SR – Application Information

The ‘Application Information’ tab is used to help the Support team replicate the incident being reported

New SR - Submit

Once all of the required information has been entered, including any attachments, click ‘Submit’

How to view and progress existing Service

Requests (SR’s)

Existing SR’s

Remember: open SR’s are displayed by default

The following fields also allow you to filter the view

Existing SR’s

Here the view has been filtered by ‘My Client Group’

Remember if you have responsibility for a number of different clients/VPD’s the ‘Client Group’ view will allow you to see all SR’s raised in respect of all of the Clients

Existing SR’s

A unique number associated with the incident raised

E = SR escalated

K = KPI code

The date the SR was last updated

The Business Impact under which the call was logged

A short summary of the nature of the incident

The current status of the call

The VPD of the Employing Authority for which the incident relates to

The product and service description of the SR

The date on which the call was logged

Existing SR’s

To view the current progress of an SR highlight the relevant SR from the list and click on the ‘View’ button

Existing SR’s – Activities Tab

The SR will automatically open on the ‘Activities’ tab

Existing SR’s – AttachmentsTab

Here you can view any attachments relating to the SR

Existing SR’s – Workaround Tab

If a workaround is deemed appropriate it will be displayed here.

Here you will also see any details of a resolution plan that should denote the solution, the test plan and the timescale for promotion to Production

Existing SR’s – Solution Tab

If a solution has been provided it will be displayed here along with a Target Release date into the Production environment

Existing SR’s

There are also several buttons available at the bottom of the form that can be used to progress an SR

Existing SR’s

Request Update – This will automatically e-mail the Support Team advising them of your request. The Support Team will make every effort to respond to your request for update within two working days of when the request is received

Escalate Request – If you’re not happy with the resolution given or speed of response you can escalate an SR. Any escalations require a justification. This Support Team will be notified and will make every effort to respond to your request for update within one working day of when the request is received

Resolve Issue – If you are satisfied that the fix provided or advice given resolves the incident this button can be used to flag the SR as resolved. The Support Team will receive notification and close the call

NOTE: Once an SR has been closed it cannot be reopened. A new SR must be logged, referencing the closed SR if further assistance is required

Request for Information

Any further information requested by the Support team should be entered in the ‘Additional Details’ field. You should then put a tick in the ‘Mark as Response’ checkbox and save the SR

Monitoring Calls It is important that designated Remedy contacts review the status of SR’s raised and take appropriate action to progress the calls through to resolution. An SR will progress through various different status values throughout its life cycle:

CR – Customer Response

The Support Team require further information in order to progress the call

If a response has not been received after 30 consecutive days the call will be closed

CC – Customer Closure

The Support Team believe that enough information, or a fix, has been provided that resolves the incident

If a response has not been received after 60 consecutive days the call will be closed

CT – Customer Test

When a fix has been provided to resolve a issue this should be tested and the SR closed

If a response has not been received after 60 consecutive days the call will be closed

S-2350

ESR User Guide for

Designated Remedy

Contacts and Webex on MIP

Supporting Material