accessing healthalliance services portal remotely without
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Date: 08/07/20 Version: 1.1 Page 1
Accessing healthAlliance Services Portal remotely – without Citrix
Overview
You can now access the Services Portal remotely to log issues, raise requests, or get guides without having to access it via Citrix.
Before you start Check
Getting ready Ensure the device you are using is secure and VPN is turned off (if you are using one, or not sure – see Troubleshooting section)
The device has an internet connection (Ethernet/Wi-Fi/mobile) Have your work email, and network username and password
Selecting your browser
Some browsers may not work correctly, try another one if you are having problems
Google Chrome Mozilla Firefox
The Services Portal may not work on the browsers below.
Internet Explorer Microsoft Edge
Safari
Make sure you have your work email and network password
Your access is associated with your work email and password. Ensure that you use this for accessing the Services Portal.
You also need to preface your username with your location i.e.
ahsl\username for ADHB healthcare\username for healthAlliance, Counties & Waitemata nhl\username for Northland
If this doesn’t work, contact IT Service Desk.
! Check you are set up for Multi-Factor Authentication (MFA)
This is used to verify you are permitted to access the Services Portal (and other applications).
Click on https://mfasetup.hanz.health.nz or type the URL into a browser.
If you are registered, you will be asked to sign in with your work email and password, enter a code and you will see:
If not yet registered, you need to do so first, follow the Multi-Factor Authentication – Guide to register.
Note: You may have registered already if using Microsoft Teams or Hippo. You may have multiple profiles registered, e.g. a personal email, ensure you are using your work email, or add it as a work account.
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Accessing the healthAlliance Services Portal
1. In the address bar type or click on the link
http://www.healthalliance.co.nz/contact/healthalliance-services-portal
Remember, DO NOT do this within Citrix.
2. Sign in using your work email and network password. Note – if you are already logged in, then you don’t need to do Step 2, 3 & 4.
! Make sure this shows your work email, e.g. [email protected] (some people may have a personal Microsoft Account, then select Sign in with another account)
3. Either Enter code sent by text to your mobile phone or Code taken from the Microsoft Authenticator app on your mobile phone, depends on what method you have chosen to verify your details.
4. Click Verify
5. To log in to Services Portal enter your network log in Username including the domain preface i.e. ahsl\BloggsJ and your Password
ahsl\username for ADHB
healthcare\username for healthAlliance, Counties & Waitemata
nhl\username for Northland
6. Click Sign-in
Congratulations! You have now accessed hA Services Portal.
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What you can access in the Services Portal
Resources available for access Resources not available for access
The main purpose for having access to the Services Portal outside of the network is so you can access IT support when working remotely without the need to log in to Citrix first. You can log any issues or access helpful guides without Citrix.
You will have access to the Services Portal, including:
Report an IT Fault Request an IT Service Help with working from home Helpful Self-help Guides
× Search bar and complete knowledge base × Not all Request IT Service forms will be available × IT Training site × SSC Payroll × Finance – accounts
× Pulse pages
If you need help…
Troubleshooting Common Issues
If you experience any of the issues below, click on it to troubleshoot the issue.
I am unable to get into the Services Portal
I get a message ‘More information required’
I am having trouble signing in and get an error message
I am blocked from opening this site
I just get a white screen
My mouse does not work on any links in the Services Portal
The login screen keeps popping up
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I am unable to access the Services Portal and get this message that I am not authorized to access this application
! Turn off VPN services running on your device. Access to the Services Portal is restricted to NZ, and some VPNs route through other countries, so you would be blocked e.g.
! Please note that hA IT Service Desk does
not support personal VPN. Refer to your software’s manual (or YouTube how-to videos) on how to turn off your VPN. However, we have added a short guide on the most common way to turn off VPN.
There may be two reasons for this:
1. You have not been given access to use the Services Portal outside of Citrix – please contact the IT Service Desk and request to be added
2. You have VPN running in the background that is showing you to be in another location outside of NZ. Access is restricted to NZ only. Follow the steps described below on how to turn off VPN services running on your device
Common VPNs are 1.1.1.1, NordVPN, ExpressVPN, CyberGhost.
To turn off VPN – in Windows on your taskbar: 1. Select the VPN icon located to the right of your clock (or in the )
2. Right click your VPN app and select Disconnect
OR Click on the VPN icon and toggle off
3. Confirm if required
To turn off VPN – on mobile devices: 1. Go to settings 2. Select more under Wireless and networks 3. Select VPN and toggle off the active connection
! Disconnect from Citrix
The whole purpose of providing the Services Portal outside of Citrix is not to need Citrix to access the Services Portal. If you are already in Citrix, access hA Services Portal as normal.
! If you see the message as per on the
right with More information required, it means either you have a different account (check email) and need to choose Use a different account or you need to set up for Multi-Factor Authentication. Click Next. Register for Multi-Factor Authentication at http:// mfasetup.hanz.health.nz . See separate guide for MFA Set up.
! Be sure to have virus protection
software loaded and up to date, and download any latest updates provided
! You may see this error message which
means you have not been granted access to this site. Please contact IT Service Desk.
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! If you get a message saying you are
blocked, then try using Google Chrome or Firefox.
! If you get a white screen on your
browser, then try using Google Chrome or Firefox.
! If your mouse clicks within the Services
Portal don’t do anything and the links in the Services Portal have stopped working, then close your browser and reopen in either Google Chrome or Firefox.
! If the Services Portal login screen keeps
popping up despite entering login details, then close your browser and reopen in either Google Chrome or Firefox.
OR
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If you need help…
Self-help IT Service Desk
Do a few checks yourself before contacting the Service Desk
Are you registered for Multi-Factor Authentication?
o Check the MFA set up guide o Check https://mfasetup.hanz.health.nz
Is my browser blocking my access? o Try switching to Google Chrome or
Firefox o If you have VPN running – turn it off
Is my work email showing correctly, or is it going to an old or another email account?
o Re-type your work email
If you are still unable to resolve your issue
1. Call the number for the appropriate organization, o Call 09 631 0701 (ADHB) o Call 09 276 0276 (CMH) o Call 09 486 8980 (WDHB, hA, NZHP, NRA, BSA) o Call 09 430 4101 (NDHB)
2. Select Option 7