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Network and email access

VPN Access

Checkpoint VPN gives you access to HSE systems when working remotely, including from home.

Following the recent cyber attack, existing Checkpoint VPN accounts are now re-enabled. If you missed submitting a request to re-enable your Checkpoint VPN account, you must apply for a new Checkpoint VPN account.

Apply for Checkpoint VPN -link to Ivanti self-service

If you need assistance with restoring your VPN access log a service request ticket using the ‘VPN Remote Access’ tile on Ivanti self-service

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:

  • Update your security details using Ivanti self-service facility. This can be done via the Ivanti Self Service icon on your desktop home screen.
  • If you don’t have the Ivanti self-service icon on your desktop, or have never used the Ivanti self-service facility, please call the support team on 0818 300 300 or 1800 742 900 or log a ticket through Self Service. The National Service Desk may need additional information to get you set up on it.
  • 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.
  • You will be contacted via SMS on the number you have provided when your mailbox is ready. This may take some time. To activate your account call the cyber attack support service on 1800 742 900

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


Virtual training sessions on Outlook Web Access (OWA) email for those who previously used Lotus Notes and have a new OWA mailbox have been organised for the following dates:

To join, you must be connected to the HSE network, either in a HSE workplace, via a MiFi device or VPN or via a HSE mobile phone hotspot.

Topics covered will include:

  • logging in
  • managing email
  • creating a new signature

Each session will last 30 minutes, with 15 minutes Q+A at the end of the session.

OWA getting started quick guide (PDF, 215KB, 3 pages)

Getting started with OWA training video

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 from being resolved.

OWA getting started quick guide (PDF, 215KB, 3 pages)

Network Access

Internet access is restored for those with MiFi devices and for those on HSE networks. Checkpoint VPN accounts are also being restored for those who have logged tickets via Ivanti self service.

MS Teams is available if you are connected to the network via VPN, MiFi device or to a HSE network via a cable. You must restart your MS teams for this to start working.

Contact the service desk if your MiFi device is not working, or if you have lost your MiFi device.

MiFi device orders

The preferred option for remote access is Checkpoint. Where your role is predominately mobile-based, the preferred option would be to connect your laptop to your smartphone via USB tethering. If either of the above two options is not suitable, then a request for a Mifi device can be sought.

Remote Network Access

We are re-enabling Checkpoint VPN accounts. See information above regarding VPN restoration.

Email Access

After you have restored your laptop or desktop computer you can open your mailbox.

Email (outlook access is generally available on:

  • 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
  • HSE mobile devices when they are connected to VPN Checkpoint software

In many cases, all your emails from prior to the 14th of May will be available.

Access your email on your mobile device

As a first step, power off your mobile device and when you power back on, you should be prompted to enter your new password (this is the password you reset on your laptop / desktop device post cyber.

If the above step doesn’t resolve your email issue, please contact / (1800) 855 838.


Restore your device

You need to be in a HSE building and directly connected to the HSE network to restore your HSE laptop or computer. Once you complete these steps, your device will work:

If you have multiple devices (laptop and computer only) please ensure you restore all devices before you use them.
If you have multiple devices (laptop and computer only) please ensure you restore all devices before you use them.
  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. You can then 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 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 National Service Desk 0818 300 300
  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. If you are connected to a MiFi device or have VPN access you may also have an internet connection and access to MSTeams.
  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 National Service Desk 0818 300 300

Mobile phones

Some HSE staff are receiving crank calls:

  • These calls may take the form of recorded messages pretending to be from the Department of Social Protection stating that the details of your public services card have been compromised.
  • These calls should be ignored if possible.
  • Do not disclose personal or banking information on this type of call.
  • Please also be aware that we are experiencing an issue whereby you may receive a missed call from a colleague and on a call back they may advise that the call wasn’t placed. This is currently under investigation by the Mobile carriers and an update will follow shortly. Further information is available on the Vodafone website here.

Email Access

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

It's important that you update the password on your HSE mobile device.

Using Personal Devices to Process HSE Data

Due to the cyber attack, HSE staff were permitted to temporarily use their own personal ICT resources and email addresses in order to facilitate the continuation of healthcare services.

Most HSE ICT services have now resumed. It is now vital that HSE staff who were temporarily using their own personal ICT resources and email addresses take immediate action to migrate all HSE data from these personal ICT resources and email addresses onto the appropriate HSE platform.

Once the HSE data has been migrated from the personal ICT resources and email addresses onto the appropriate platform, all copies of the HSE data must be deleted from the personal ICT resources and email addresses.

For further advice and assistance on this matter please contact the HSE Service Desk

Guidance for business unit managers

Once normal HSE ICT services have resumed, take immediate action to migrate HSE data processed during this period, back onto the relevant HSE ICT platforms. All copies of HSE data must be removed from third party email platforms and personal devices.

Memo to all staff - use of personal IT resources and email addresses (PDF, 1MB, 2 pages)

Cyber security and support

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 cannot 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 here

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 into your Google Chrome web browser.

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.

How to update your security details:

  • Click on the Ivanti Self Service icon on your desktop OR copy and paste this link into your Google Chrome web browser.
  • Click on 'link here to update your information' on the home screen of Ivanti Self Service.
  • 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 (*).
  • Make sure you put your mobile phone number in the relevant section. If you do not have a HSE mobile phone it’s okay to enter another mobile phone number. We will use the number you provide to contact you.
  • Once you have checked and updated all sections click ‘OK’ and ‘Apply’.

Cyber security and support

Email phishing

Email phishing is a cyber attack, using a disguised email.

These emails may look genuine but are actually cyber attackers trying to access systems to cause damage or for financial gain.

You should be extra vigilant when working with emails and browsing websites.

What to do with a suspicious email:

Don't open the email or any links in the body of the email. Delete the email unopened.

Text message phishing

Text message phishing is a cyber attack, using a disguised SMS text message. As with emails, the text message can look genuine but can actually be a cyber attack trying to access systems. We also tend to click on links in text messages quicker than links in an email so it’s important that you don’t click on links in text messages.

Unfamiliar files on your device or shared drive

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:

'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


Look out for suspicious emails

  • Do you know the sender of the email or text?
  • Were you expecting the email or text - is this a normal form of communication or does something seem unusual?
  • Does the email address display correctly? For example is legitimate but is not. Check the email address by hovering your mouse over the ‘from’ address.
  • Does the email or text have a sense of urgency that something is too good to be true?
  • Is there bad grammar and spelling?
  • Is the email or text enticing you to do something urgently, for example, for financial gain or a request for action so you don't lose a service.
  • Does the email or text have links to click on for next steps?
  • Is there an attachment on the email? Make sure the file is a recognised Word, Excel, PDF file that you would usually expect. Never run an .exe file. Be wary of .zip files unless you were expecting them. Never click 'run macros' if prompted to.
  • If in doubt ring the person or company (but don’t use the phone number showing in the email, get the number from a trustworthy source)

Phone support

If you have any problems or are unsure about anything, please call the National Service Desk 0818 300 300



North West, Mid-West, Tusla and Midlands

The HSE online payslips service is back up and available to all staff in:

  • North West
  • Mid-West/Tusla
  • Midlands

You will be able to view and print your payslips as normal.

East and South East

Payslips are available on my HSE Self Service – NiSRP for staff in

  • HSE East and
  • South East

Please note the system is operating slower than usual as the networks are still slow following the cyber attack. Users may also experience interrupted access because internet access is in the process of being restored across the HSE.

Access NiSRP on a computer or laptop web browser

If you are using a mobile device you need to log on to the SAP Fiori app first to access NiSRP.

Guidance on how to log in using a HSE device (Computer/Laptop/mobile).

Self Service NiSRP password

Your existing password is still valid and does not need to be reset. If you have forgotten your password, you can reset it on the system or by contacting the My HSE Self Service Helpdesk - NiSRP by phone on 081 830 0296.

Self Service NiSRP support

Phone my HSE Self Service Helpdesk - NiSRP on 0818300296 if you require additional support.

West, South and North East

Payslips are available in these areas:

  • West
  • South
  • North East

If you work in one of these areas, you can access your payslip online as normal.

If you need a password for online access to your payslip, call Zellis on 01 5710780 or email

Pay queries

If you have any further queries about your pay, contact your local HR or Payroll team. Payroll contact details are available here

Clinical guidance

State indemnity guidance

The State Claims Agency (SCA) recognises the enormous impact of the recent IT cyber attack on the provision of health care to the public.

The SCA has issued guidance to doctors, nurses, midwives and allied healthcare professionals on State indemnity, incident reporting and risk management guidance, under the Clinical Indemnity Scheme and General Indemnity Scheme.

The advice is of particular concern to clinicians, and in particular to the public work being undertaken in private hospitals.

Read State Indemnity Guidance in full

Chief Clinical Officer Patient Safety Memo

Page last reviewed: 10/09/2021
Next review due: 10/09/2024