Please raise an incident whenever you believe something is not working as expected.  Open a Service Request if you are asking for something new. 



From the Support Portal main page, click: “Report an Incident”.  (Alternatively you can use the Bot, but you will end up being asked for the same information)


If you cannot find the support portal, click this: https://servicedesk.nvdonor.org


Fill the following fields: 

  1. Requestor: Your email address
  2. Subject: A one line “Eye Catcher” description
  3. Urgency 
  4. Impact


Urgency and Impact always default to low.  Please adjust as needed according to the below: 



Impact


High         Company Wide or Donation at risk impact

Medium   A Group or department is impacted

Low         An individual is impacted


Urgency


High        Donation Risk w/immediate impact.  

                Onboarding issue with immediate impact

                 Immediate reputational impact;  

                HLA Direct Impact on donor testing or  STAT recipient post transplant monitoring


Medium    Impact on increased donations, deferral possible

                 Impact on Recruitment and Retention

                 Generally Important


Low           General / Most Incidents







Completing the Category and Associate Asset are helpful but not required.