E-Helpdesk - TWR Perspective

The following instructions focus on the creation of an E-Helpdesk Slot Extension request by TWR.

Please refer to the complete Online Help for additional information on the E-Helpdesk functions.

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.

Note: Requests can be created from the E-Helpdesk Portlet, or from the Flight List Portlet.

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 Flights Portlet

From the now available NOP Portal, locate the Flights Portlet and click on the Flight List link:

In the Aerodrome tab, fill in the Aerodrome field...

... Then click on the Go button to launch the query:

Spot the Flight that will require Slot extension...

... Click in the check box to select it, then on the E-Helpdesk button to open the request form:

The E-Helpdesk User Submit window opens - see how the flight details have been automatically imported in the relevant fields:

Now open the Type dialog:

From the pop-up, select the Request for Extension type:

Note: from the same pop-up, you could also select, whenever relevant, the Request for Improvement type.

Optionally enter details on the request in the Text field...

... Then click on the Submit button to send the request to the NMOC staff:

Create a Request from the E-Helpdesk Portlet

Locate the E-Helpdesk portlet (right above the Flights portlet) and click on the Open link:

This opens a Detached View similar to the one below - Click on the Create button in the MASTER section:

This opens the E-Helpdesk User Submit Detached View:

Enter values for the mandatory ARCID and IOBT fields - the other are optional but might serve to refine your query...

.. Then click on the Type button:

From here onwards, you may follow the instruction provided above in the Create a Request from the Flights Portlet section.