Reporting Incidents and Submitting Requests
You can report incidents or submit requests/raise a ticket from the Self Service Mobile portal. A service request is a request for a service, such as a conference room reservation, or a new email account. An issue is an interruption of service such as an account lockout, or printer not working.
On some devices, the Service Catalog is viewable as a list or in tiles. Toggle the view by tapping the list view icon or the tile view icon in the upper-right area of the page. Note that the tile view displays items in large tiles, which take up more space and list fewer items on the screen.
When filling out a service request, you have the option of saving it as a draft to complete and submit later. Un-submitted requests will appear as Drafts at the top right of the page.
Using the Service Catalog workspace
Use the Service Catalog workspace to submit a service request or report an issue/incident. The Service Catalog workspace lists all the Services offered by your organization.
To browse and find Service Offerings, you can use one of the option:
•Filter by category: Select an option from the Filter Options list. You can filter by department, Most Popular, and Favorite (lists services that are marked as favorite).
•Search: Enter a keyword in the Search bar and press ENTER, records matching the keyword are displayed.
Working with the Favorites
The Favorites category lists all services that you have added to the Favorites, they appear in the top of the list.
•To view all services added to the Favorites, select the Favorites option from the Filter Options.
•To add a service to the Favorites, from the Service Catalog workspace, tap the Favorites icon . The Favorites icon changes to , you will get a pop-up message that the selected service is added to Favorites and the service is moved to the top of the list along with other services that are already added to Favorites.
The Favorites feature is available only in the Self Service Mobile portal and if your administrator has enabled it.
1.Tap the Service Catalog icon.
2.Tap the drop-down list at the top of the page to view available categories. On smart phones, you may have to tap the filter icon in the upper right to access this list.
3.Select a category, then swipe through the listed offerings to find the one you want. Tap the offering, then tap Request. A form is displayed.
4.Fill in the form fields, then tap Review & Submit.
5.Review the accuracy of the information, then tap Save for Later, Submit, or Edit. Saving for later displays the request as a draft at the top right of the page. When you’re ready to submit the draft, open it and submit it at that time.
1.Tap the Service Catalog icon.
2.Tap the drop-down list at the top of the page, then tap Report New Incident. On smart phones, you may have to tap the filter icon in the upper right to access this list.
3.Swipe through the listed issues to find one that matches your problem. Tap the issue, then tap Request. A form opens.
4.Fill in the form fields. If it's configured, a Related Items panel will appear listing FAQs or articles related to your issue. Those documents may provide a solution—if so, tap Resolve. If not, close the panel, fill in the form, and tap Save Incident.
To help the Service Desk or Help Desk resolve an incident, you may need to add a note or attachment to it. You can only do so after logging the incident. Once you add a note or an attachment, it becomes a permanent part of the incident record that you can't delete.
From an iOS device, you can attach only one item. Depending on your application configuration, you may be limited to the types of files (such as .MOV) that you can attach.
1.Tap the icon to open My Items. A list of your open items appears.
2.Find the logged incident, then tap to open.
3.To attach a file or photo: In the Attachments section, tap Browse to find a file. Select the file and tap Save. Note that the attachable files you see will depend on your installed apps or the viewing capabilities of your device.
4.To add a note: In the New Notes section, tap the text box and enter a note. Once finished, tap Save.
Attaching a photo using an iOS device's camera
Privacy settings on iOS devices using Safari may prevent you from using the camera function. The camera opens, but the screen remains blank and only the Cancel button is enabled. If this occurs, re-enable the camera function by going to Settings > Privacy > Camera on your Apple device. Turn on access to the camera for Safari.