Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
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Tracking a Service Request

•About Tracking a Service Request

•About Viewing a Service Request

•Viewing a Service Request in the My Open Items Pane

•Viewing a Service Request in the My Items Workspace

About Tracking a Service Request

While a Service Desk Analyst works to fulfill your service request, you can do the following:

•View the service request.

•View the details of your service request.

•Update your service request.

The system sends you periodic emails as a Service Desk Analyst works to resolve your service request. Some emails are routine notifications telling you that the status of your service request has changed. Other emails might ask you to provide additional information.

All emails are logged within the service request for historical and documentation purposes. If an email requires a response from you, a required response time is assigned to the email. If you do not respond within the response time, the system automatically closes the service request. The default required response time is 28 days, but it might be set differently for your system. Contact your administrator to verify the setting.

About Viewing a Service Request

You can view a service request from one of the following places:

• The My Open Items pane on the Self-Service Portal.

•The My Items workspace.

After you locate the service request, click it to open it. You can now view more details and update your service request with an attachment or note, as described in Updating a Service Request.

Viewing a Service Request in the My Open Items Pane

If the service request to view has not yet been fulfilled, it is listed in the My Open Items pane on the Self-Service Portal.

1.Log into the Self-Service Portal.

2.Click a service request in the My Open Items pane to display it in the My Items tab. From there you can:

•Update the service request, as described in Updating a Service Request.

•Close the service request, as described in Closing an Incident.

3.Update the service request, as described in Updating a Service Request.

Viewing a Service Request in the My Items Workspace

If the service request is closed, or if you do not know its status, you can view it by doing the following:

1.Log into the Self-Service Portal.

2.Click View all My Items or click the My Items tab on the Self Service home page. The system displays a list of all your items (incidents, service requests, and approval requests).

3.Find the service request by reviewing the list manually or by searching.

4.Click the service request. The system displays the service request.