Service Manager

Updating a Service Request

•About Updating a Service Request

•Updating a Service Request with an Attachment

•Updating a Service Request with a Note

About Updating a Service Request

You can update a service request by adding an attachment (such as a screen image, a document, and so on) or by adding additional information about the service request in a note.

Updating a Service Request with an Attachment

1.Log into the Self Service module.

2.Open the service request. See Viewing a Service Request in the My Items Workspace or Viewing a Service Request in the My Open Items Pane.

3.Click the Service Request Progress tab.

4.In the Add an attachment field, click the browse icon .

5.Navigate to the file location and select the file to attach it.

After you add an attachment:

•A Service Desk Analyst can view the attachment in the Attachment tab of the service request record.

•You can view your attachment, along with other service request details, in the My Items workspace.

Updating a Service Request with a Note

1.Log into the Self Service module.

2.Open the service request. See Viewing a Service Request in the My Items Workspace or Viewing a Service Request in the My Open Items Pane.

3.Click the Service Request Progress tab.

4.In the Add a new note field, enter additional information for the service request.

5.Click Add note.

After you add a note:

•The application sends an email to the service owner.

•A Service Desk Analyst can view it in the Activity History tab of the service request record.

•You can view your note, along with other service request details, in the My Items workspace.