Raising A New Help Request
The requester goes to the Help Portal, scrolls to the bottom of the page to select ‘Submit A Help Request'.
The requester is taken to the ‘Submit A Help Request Form’ and receives a confirmation email upon submitting. It is important to keep this email as it includes the Help Request number to track the query.
The status is set to ‘awaiting customer’ when the GMS Service Desk are awaiting a response from the requester. The Help Request is set to ‘resolved’ once the issue has either been resolved or the requester has not responded.
Replying To An Existing Help Request
It is important that the requester responds to the 'Help Request' from the same email address and on the same email thread. If this is not done, the response from the requester may not reach the support team.
Requesters can simply respond to a Help Request by replying to the email sent from the team. Requesters will receive all updates on 'Help Requests' via email. If the requester feels their 'Help Request' has not been resolved, they can re-open the 'Help Request', simply by typing ‘re-open’.
How To Search For Support and Solutions
Many Help Requests that come in can be resolved by the requester going onto the Help Portal, where an array of guides and videos can be found:
Or search for a specific solution. Start typing the query into search bar.
Press ‘search’ and look through search results for a solution.
Press the solution relevant to the query and a step-by-step guide with screen shots will show the requester how to resolve the issue.
How To Find & Read Latest Announcements
All our latest and previous announcements can be found on our scrum portal. Scroll down to the bottom of the portal home page and select ‘GMS Updates’.
The requester will see several lists outlining the latest release information, fixes and updates to the GMS system for all requesters:
How To Find The Known Issues Log
The Known Issues log allows requesters to find existing issues that GMS Service Desk has identified and are currently working on, which can be found on the ‘GMS Updates’ page. Requesters can use this to save themselves time raising a Help Request just by looking through the ‘Known Issues Log’. Where possible, it will also indicate when the fix will be released and any updates on the solution.
Top Tips:
To help the GMS Service Desk resolve the Help Request more quickly, please include (where possible):
- the full name of the GMS account in question
- the email address associated to the account,
- the DOB
- home address that is also listed on the account
- clear steps taken that resulted in a possible issue being identified.
The requester can also add the following information, depending on the issue that is being raised;
- The device being used to access GMS
- The browser (is it the latest version?)
- A full screen shot of the issue or error, including the date and time.