NHS England Portal user guide

All contacts from external users will be first created as a case.  The NHS England Customer Service Function will then triage the case and either create an incident or a service request.

An incident is defined as an unplanned interruption or reduction in quality of an IT service (a service Interruption).

A service request is defined as a formal request from a user for something to be provided such as request for information or advice, to reset a password or to install a workstation for a new user.

A predefined request can be fulfilled through a catalogue item available on the portal or a generic request can be created for non-catalogue items.

Self-Register guidance

You can self register through the NHS England Service Management Portal. 

if you have one of the following email domains you can self-register using the self registration feature. 

• nhs.net
• gov.uk
• cjsm.net
• pnn.police.uk
• mod.uk
• parliament.uk

You will need your ODS code  to complete the user registration form

Once you have completed the form and accepted the privacy policy, you can sign up.

You will receive a registration email which will include a secure link. When you click on the link you can create a password. If you cant find the registration email you may need to check your junk email folder.  

Once you have selected a password you will be able to log in.

If you do not have one of the email domains listed in the register for an account section, you will need to contact support to raise a case. 

The customer service team will then create a portal account for you. You may find that there is already a contact record in your name as we have brought over contact records from our previous portal.  If that happens, you will be advised when you register and all you need to do is reset your password.

You can reset your password from the log in screen.

Enter your username (this will probably be your email address).

Enter your email address to verify.

Enter your ODS code. 

You will be sent an email to you with your password reset link. 

To advise Wayfinder Service Management team at NHS England of an incident, use the “Something is broken” link on the homepage.

You will then be able to select the service you require to raise your incident for.  If it is not there, you can select everything else. 

Report an issue, or select your chosen service. 

If there is a bespoke minimum data set for you to complete, you do not need to select the service, or the service offering. If you are using Everything else you will be required to locate the service via the drop-down menus. Select NHS Wayfinder for a Service.

Locate the service offering.

All mandatory fields will have an asterisk (*) to denote mandatory completion.  Help text is available to guide you through each form.

You can add any attachments via the paperclip icon.

If you would like to submit for an end user, you can enter their details as the affected user.

If you would like to add alternative contacts to be copied into the updates and view via the portal you can add them to the alternative contact field.

Complete the rest of the form and submit. 

To advise NHS England of a request, use the “Request something” link on the homepage. 

You will then be able to select the service you require to raise your request for.  If it is not there, you can select everything else. 

Create request case, or select your chosen service. 

If there is a bespoke minimum data set for you to complete, you do not need to select the service, or the service offering. If you are using everything else you will be required to locate the service via the drop-down menus.

Locate the service offering.

All mandatory fields will have an asterisk (*) to denote mandatory completion.  Help text is available to guide you through each form.

You can add any attachments using the paperclip icon.  

If you would like to submit for an end use, you can enter their details as the affected user. 

If you would like to add alternative contacts to be copied into the updates and view via the portal you can add them to the alternative contact field.

Complete the rest of the form and submit. 

You can see a list of all your cases by using the My Tickets tab.

You can then see a list of all your tickets, or you can search by grouping. 

You will only be able to see the tickets for any colleagues in your organisation if you have requested, via request something, and the customer service function can arrange for your access to be elevated, if appropriate.

To update your open cases

Click on the case you want to update. 

You will be able to update the case.

You can add or remove alternative contacts. 

You can add any attachments.

You can view the case history too. 

The Service status page will be updated with any outages, planned or unplanned, in real-time.

The this affects me feature allows you to let NHS England know that you are affected by the outage and will allow you to quickly create a case and an incident which will automatically link to major incidents and/or outages.

Just select the This affects me button next to the outage. 

You can access the knowledge base by using the search field at the top of the page, or via the knowledge icon.

Once you have read a knowledge article you can rate it through the star rating or vote yes or no if you found it useful.