New Communicare Support Portal coming soon
August 15, 2025
On 29 August 2025, Telstra Health will upgrade its existing Communicare Support Portal to a new, cloud-based instance of Jira Service Management (JSM). The new portal will be your go-to system for reporting incidents, requesting assistance, or submitting general service requests. This upgrade is part of our ongoing efforts to improve your support experience.
To help you prepare, we have prepared a Customer Training Toolkit including video demonstrations, step-by-step instructions, and FAQs.
From 29 August, you will notice:
|
Area |
Current state |
Future state |
|
Request types |
Individual forms and request types for each product across the Hospital Care portfolio and Communicare.
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A standardised set of request types across all Hospital Care products and Communicare.
|
|
Selecting priority or severity of incidents |
When reporting an incident, customers select the priority or severity of their request (depending on the product).
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Customers will now select the “Impact” and “Urgency” of an incident which will then determine the priority based on a pre-defined matrix.
|
|
Clinical assessment |
Currently customers can only indicate a ticket has clinical risk when completing the description of the event.
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A new mandatory ‘Clinical Risk’ field embedded in ‘Incident’ and ‘General Service Request’ forms to facilitate tickets to be triaged for review from our Clinical Safety Officers.
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Historical ticket data |
Customers have full access to historical ticket data through the legacy JSM system.
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Historical ticket data will be archived. Customers can request CSV exports of historical data by submitting a General Service Request. |
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Enhancement requests |
Managed via Aha! and the legacy JSM system.
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Managed centrally via the new JSM system through a General Service Request.
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To ensure the new system is ready for use, there will be a downtime period from 5pm (AEST) on Thursday, 28 August until 8:30am (AEST) on Friday, 29 August 2025. During this time, you will not be able to submit any requests via the current Communicare Support Portal. If you have a non-urgent request during this time, you can contact ADCC.communicare@health.telstra.com and your request will be actioned during business hours on 29 August. For any urgent incidents, you can contact 1800 798 441.
We will be in touch over the coming weeks with additional information, including training materials to help guide you in accessing and using the new portal, which will require you to use a new URL and update your login details. If you currently use a third-party IT provider, please get in touch to provide their details so we can ensure they are registered in the system.
If you have any questions or concerns, please reach out to your Customer Success Manager (Eli Harris), otherwise please look out for further information in your inbox over the coming weeks.
Thank you for your continued partnership.