1

Staff Cyber Security Frequently Asked Questions

Last updated: 05/07/21

Latest update from IT: 5 July

All central hubs are closed. All further IT support will be conducted on site this week.

Key Messages

1. Restore your device as soon as possible. You can find steps to restore your device here

2. Complete new security questions on Ivanti Self Service as soon as possible. You can find steps to update your security questions here

Contents

Update your security details on Ivanti page 2

Computer - laptop and desktop page 4

Network Access page 7

Email Access page 7

Mobile phones page 10

2

Lotus Notes page 13

Update your security details on Ivanti

The National Service Desk (NSD) is using the Ivanti self-service application to

update the security details of each staff member so that we can verify your identity

for all future IT requests.

Update your security details now and avoid any delays with future IT tickets you may

have. IT can’t process tickets for you until you have completed this process.

Lotus Notes users in the North East and North West must update their security

details before IT can set-up a new mailbox solution for you

Lotus notes users can read more about the new email solution on page 10.

Ivanti Self Service Application

Ivanti Self Service is an icon you should see on the desktop of your HSE laptop or

computer. If you don’t have the Ivanti icon on your desktop copy this link

‘https://nsdselfservice.healthirl.net/selfservice.bridgeIT’ into your Google Chrome

web browser

The Ivanti icon or link won’t work if you are working remotely and haven’t followed

the steps to restore your HSE device.

To access Ivanti Self Service, your laptop or computer must be connected to the

HSE network via one of the following:

HSE network cable,

HSE MIFI device,

Tethered to the network using a mobile phone.

You cannot access Ivanti on a personal laptop, computer, or mobile device

Security details

You will be asked two new security questions, personal to you, and your answers will

be used by IT to verify your identity for future IT requests.

3

An example of a question that you could be asked is ‘What was the name of your

favorite teacher in school?’

How to update your security details

1. Click on the Ivanti Self Service icon on your desktop or copy and paste this

link ‘https://nsdselfservice.healthirl.net/selfservice.bridgeIT’ into your Google

Chrome web browser.

2. Click on 'link here to update your information' on the home screen of Ivanti

Self Service

3. Check all of your information is correct and answer the new security questions

that will be used to verify your identity. Complete all questions marked with an

asterix (*).

4. Make sure you put your mobile phone number in the relevant section. If you

do not have a HSE mobile phone its okay enter another mobile phone

number. We will use the number you provide to contact you.

5. Once you have checked and updated all sections click ‘OK’ and ‘Apply’

Computer - laptop and desktop

4

If you have multiple devices (laptop and computer only) please

ensure you restore all devices before you use them.

Where do I restore my computer?

You need to be in a HSE building and directly connected to the HSE network to restore your HSE computer.

How do I restore my computer?

1. Make sure your laptop or computer is fully powered off (not in sleep mode). 2. Connect it to a HSE wired network in your HSE facility. 3. Turn on your device but do not log into your device. 4. Leave your device for at least 30 minutes, powered on and connected to the

wired network. Your device restores automatically. 5. After 30 minutes or longer You can now log onto your device as normal. 6. You will be prompted to change your password. Make sure that you use a

strong password. If you are not prompted to change your password, call the Cyber Attack IT support service 1800 742 900.

7. You will then see your desktop - it should look the same as when you last logged on. You will not get a message or sign on your laptop or computer that your device is restored. If you have any problems please call the Cyber Attack IT support service.

8. You can now use Word, Excel, Powerpoint and email on your device. 9. Your mailbox and calendar should be the same as you last left it. Your old

emails should still be there. Emails sent to you from the time our systems closed down may not be available.

If you have any problems or are unsure about anything, please call the Cyber Attack IT support service 1800 742 900.

If you have multiple devices (laptop and computer only) please

ensure you restore all devices before you use them.

How do I change the password on my computer?

Press the ctrl alt and delete altogether and select ‘change password’

How do I pick a strong enough password?

A strong password contains uppercase, lowercase, symbols and numbers and must be at least 8 characters long. Do not use passwords that follow a similar pattern, for example, if your old password was Emma001, don’t change it to Emma002.

5

What do I do if I’m having difficulty restoring my computer?

Call the Cyber Attack IT support service 1800 742 900.

What does it mean if there is a red sticker on my device?

There may be red stickers on some devices. You can continue to use these devices. The sticker is there purely for our technical teams to let them know that something needs to be resolved on the specific device but the device is safe to use.

How do I know that my device has been successfully restored with FireEye?

When you have followed the steps to restore your computer a programme called ‘FireEye’ will be running in the background on your computer.

If you are unsure if it has been restored you can follow these steps to make sure:

1. Go to Task Manager by: o Pressing CTRL+ALT,+DEL keys together until the list of

options displays o Click on Task Manager o A User access control window may display. If

displayed, click Yes button 2. A Task Manager window is displayed. A range of tabs are listed

at the top of the window. Click Services tab 3. In the list, there are 3 headings. Click on the heading

‘Description’ once. This will organise the list alphabetically 4. Under the ‘Description’ column, scroll down to locate two

FireEye items – the status is indicated to the right and should state ‘Running’

5. If no FireEye service is listed or one of a possible two services, states ‘Stopped’ please call cyber attack IT support service for assistance with your HSE device 1800 742 900.

Is it safe to open files on my computer?

After you have restored your computer you need to be watchful of files that you don’t recognise. If there are any files you do not recognise on your shared drive or your device when it is restored, do not open them. These files may be called:

6

'Readme' files

'.feed' files

.FEEDC files

What do I do if files on my computer are still encrypted?

Don’t open the file. We are continuing to work decrypting file share servers. If your files have .FEEDC in their file name, this means that this file share has not been fully decrypted yet.

What do I do if I see a ‘read me’ ransomware notice?

Please disregard. This is a notification only file and the Technology team is aware of these ransomware correspondence files still remaining on the servers.

Network Access

Internet access is in the process of being restored. There are access issues particularly for staff on HealthIRL and we're working to resolve these issues as soon as possible. You may experience interrupted internet access and as a result MS Teams access for a number of days.

How do I access a priority system that uses the internet?

Notify your line manager and they will escalate the request as appropriate.

Can I order a new MiFi device?

Currently, no new mifi orders are being processed.

Email Access

FAQ covers: availability across devices, Lotus notes, mifi access, VPN access, OWA, new mailbox setup, quarantine email

As of 21 June 2021 email (outlook -@hse.ie) access is generally available on:

7

HSE laptops and computers when connected to HSE network via a cable HSE laptops and computers when connected to MiFi devices HSE mobile devices when they are connected to WiFi for some staff

members.

There are ongoing challenges with email access and the service can be inconsistent. Work is ongoing to restore email access fully.

Will all of my emails be available to me?

In many cases all your emails from prior to the 14th of May will be available. However there are some circumstances where your email will not be available.

I work remotely using a MiFi. Can I access my email yet?

Generally once you have restored your laptop correctly you can access email on your HSE laptop using a MiFi device.

If you are experiencing any problems please contact the Cyber Service Desk.

I work remotely using Checkpoint / Citrix Access Gateway. Can I access my email yet?

No Checkpoint/Citrix Access is not currently available. We will advise when this is back up and running.

I have restored my computer but still can’t access my email, is there another option?

Outlook Web access (OWA) is available if you have an internet connection. It is only accessible through an internet browser. Google chrome is the most suitable browser.

Depending on your region and type of account, please copy and paste the appropriate link into Chrome and login with your machine login credentials:

National (HealthIRL) - https://mail.hse.ie/owa East - https://mailm.hse.ie/owa/ Midlands - https://webmailq.hse.ie/owa/ Midwest - https://webmailh.hse.ie/owa/ South - https://mailp.hse.ie/owa/ Southeast - https://webmaila.hse.ie/owa/ West - https://hsewmail.hse.ie/owa/

When you first access Outlook and if you are presented with two options, please note the following:

8

Temporary profile – If selected, this will allow you to send and receive but your previous email will not be available.

Old email – If selected, this will allow you a view only of your mail up to the 13th May. You will not be able to send or receive new mail.

If you have selected either option, please log a ticket with the National Service Desk

Can I set up a new outlook mailbox?

Currently, the National Service Desk team is not processing new mailbox setups. This service will be re-enabled in due course and an update will be provided when this is resumed.

I received notice that an email has been flagged and quarantined by IT, how do I request for this to be released?

Usually this service is available in Ivanti Self Service. Currently, the National Service Desk team is not processing release email requests and this service is unavailable.

9

Mobile phones

Should I update my passwords on my mobile phone?

Yes.

Can I access email on my HSE mobile?

Email should now be available on HSE mobile phones. If your emails are not available on your HSE mobile contact Vodafone on 1800 855 838

Can I browse the internet and use smartphone apps on my HSE mobile device?

Internet access is in the process of being restored. There are access issues particularly for staff on HealthIRL and we're working to resolve these issues as soon as possible. You may experience interrupted internet access and as a result MS Teams access for a number of days. Alternatively you can use you can use your mobile phone's internet on your laptop by directly connecting the phone, via its USB cable, to your laptop or tablet.

Connect internet from mobile phone to laptop

You can use your mobile phone's internet on your laptop by directly connecting the

phone, via its USB cable, to your laptop or tablet.

You must use the USB cable that came with your phone. This is the same cable you

use to connect into your phone's charging plug.

When you connect your phone to your laptop for the first time, device drivers will

install. This may take a couple of minutes.

10

When you see the message 'device driver software successfully installed', follow the

steps on your phone:

Step 1: Unlock your phone and slide your finger downwards starting from the top of

the screen

Step 2: Press the settings icon

Step 3: Press connections

Step 4: Press mobile hotspot and tethering

Step 5: Press USB tethering

Step 6: You will be able to access the internet/network from your laptop

11

I’m having difficulty with my HSE mobile and need extra support

For HSE smartphone support, please contact Vodafone on 1800 855 838.

How do I order a mobile device for myself?

Talk to your line manager as they are responsible for providing you with a device if

necessary. Guidance for managers on how to order mobile devices is available here:

https://healthservice.hse.ie/staff/cyber-attack-updates/updates/mobile-

phones.html#ordering-mobile-device

12

Lotus Notes Lotus Notes users will be set up with an Outlook Web App (OWA) email account,

using your existing email address. Lotus Notes email system will not be restored as

an active email account.

To get set up with your OWA email account you must:

1. Update your security details using Ivanti self service facility. This can be done

via the Ivanti Self Service icon on your desktop home screen. Information on

how to update your details using Ivanti self service here.

2. If you don’t have the Ivanti self service icon on your desktop, or have never

used the Ivanti self service facility contact the HSE Cyber Attack IT support

service on 1800 742 900. The National Service Desk may need additional

information to get you set up on it.

3. Ensure you add a mobile phone number to Ivanti Self Service so the service

desk can contact you. You can give your personal mobile number if you do

not have a HSE mobile number.

4. You will be contacted via SMS on the number you have provided when your

mailbox is ready. This may take some time. You will be given 2 options to

activate your account:

1. Call the cyber attack support service on 1800 742 900, or

2. Click on the link to make an appointment to attend an Email

Support Centre on SwiftQueue. You can copy this link to your

personal device with internet access if you can't access the link

on your HSE device.

You won't be able to access your old emails and contacts at this stage. We will work

to restore this access when we have capacity to do so.

Callback for IT support

The OoCIO National Service Desk (NSD) is finding it difficult to contact staff by

phone about an IT issue they have logged. If you have logged a call with NSD we

will call you by phone on 046 9251300 or 021 234 0900. We understand that you

may be wary of answering calls from numbers you don't recognise. If you don’t

answer the call it could delay your IT issue being resolved.

Email Support Centre

When you get your SMS text message from IT support you can make an

appointment to activate your account with one of our Email Support Centres (List

below).

13

North East

HSE, Bective Street, Kells, Co. Meath

North west

HSE, Aras Slainte Cluainin, Manorhamilton, Co. Leitrim

HSE, Duck Street, Sligo

HSE, St. Conals Campus, Letterkenny University Hospital, Co. Donegal

The centres are open from 9am to 5pm, Monday to Friday and are operating by

appointment only. Appointments take approximately 15 minutes.

Make an appointment on SwiftQueue at www.swiftqueue.com/pchub.php

You will need to bring with you to your appointment:

ID

Your phone with your confirmation text telling you your email service is now

ready

You don’t need to bring your laptop or computer with you. IT support will have a PC

set up on site that they can use to activate your account.