The purpose of the E-Helpdesk is to reduce the amount of telephone calls to the Network Manager Operations Centre Helpdesk for slot improvements, extensions and information, in order to :

• lower the waiting time for the clients in receiving a reply on their requests,
• free up telephones for other operational issues.

Connect to the Portal

You will need to connect to the Protected Portal in order to use the E-Helpdesk. This is the URL to be used:

https://www.nm.eurocontrol.int/PORTAL/gateway/spec/index.html

Enter your credentials (UserName and Passcode) on the Login Page:

A new screen appears, prompting you to select the Role and Domain values to be used:

Select the appropriate values and click on the Go button. 

Create a Request from the E-Helpdesk Portlet

From the now available NOP Portal, locate the following Portlet and click on the Open link:

This opens a Detached View similar to the one below:

Note the three green sections, each one giving access to a specific view: QUERY, MASTER and DETAILS.

In the MASTER View, expanded by default, a table lists the requests already created by other airlines.

Three buttons are  proposed on top of this table: Refresh, Create and Setup.

2. Create

Click on the  button to launch the E-Helpdesk AO Submit Detached View:

You need to fill in the relevant fields and indicate the type of request. Click on the TYPE field to do so, and navigate in the proposed arborescence down to the desired type and finally click on its label to select it:

As your request is completed (note that the Type has been added too), click on the Submit button to get the Requests list:

Refresh

The newly created request should now appear in the list. The list automatically refreshes every 60 seconds. You can bypass this by clicking on the  button and see your submission added to the list:

Recall

A request submitted by mistake can be recalled, by means of a Recall button available to all flights whose Status is still 'Submitted'. Such a recalled flight cannot be seen anymore by other ANUs - but is still visible (however not editable) by Network Operations.

When relevant, the Recall button is located in the Details section:

Create a Request From the Flight List

Go to the Flight List details (different ways may get you there - see the Flight List - Aircraft Operator section for details), check the desired flight and click on the  button:

The same E-Helpdesk AO SubmitAO Submit Detached View opens, with all the relevant data already filled in - you will only need to specify the TYPE and add some comment in the Text field to complete your request:

When done, click on the Submit button to get the Requests list.