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 application 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 application automatically closes the service request. The default required response time is 28 days, but it might be set differently for your application. 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 .
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 .
•Close the service request, as described in .
3.Update the service request, as described in .
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 application 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 application displays the service request.