Guide to the Service Portal
We’re moving on to take a look at your own requests! We will go over how to submit Incidents and Service Catalog requests later in this guide, but first let’s look at where your requests are going to live after they are submitted.
You will find any Incidents or Service Catalog items that you have submitted under the My Requests menu in the Service Portal. The My Requests menu will give you an overview of the items that you have submitted, as well as the option to click into each request to see more detailed information regarding each request.
The My Requests menu will show you the Incident State, Title, Category, Subcategory and who the ticket is assigned to. This menu will also show you the priority and the due date for each incident if your organization has chosen to make these fields visible to Service Portal users.
Keep a good eye on this page to see any status updates to your requests. This is just another one of the numerous reasons the Service Portal is so helpful!
The My Requests menu will show both Incidents and Service Catalog Requests. Any Service Catalog requests will be noted with a catalog icon towards the left of the title attribute. Incidents will not have this icon in the title attribute.
You can click into the title of an Incident or a Service Catalog request to see more information regarding that item. Go ahead and click into one of these to see the various information pertaining to that request. After you click into an request, you will be taken to a new window for your request.
This window will show you all of the information related to this incident. For example, you can see the variable information that you entered for this break/fix incident. You will also be able to update the state of this request or add additional comments to this request.
If your organization gives you permission to do so, you will be able to mark your own requests as “Resolved” by changing the state of your request. To mark your own request as resolved, you will change the state in the dropdown menu to “Resolved”. The State dropdown menu is located in the top lefthand corner of the request screen. Please select “Resolved” if you would like to inform the service agents that you have resolved your own request.
If you would like to communicate with the service agent that is working your ticket, you can use the comment functionality within this request menu. All you have to do is type your comment in the comment box and hit “Post Comment”.
Your service agent might even reply back to you! Please continue to communicate with the service agents as needed.
Have a question or found some issue? We would love to hear from you!