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Managing Requests

Create, track, and manage your support requests efficiently to get the help you need when you need it.

The Support Portal provides comprehensive tools for managing your requests throughout their lifecycle. Whether you're reporting an incident, requesting a service, or tracking the progress of your existing requests, the portal offers an intuitive interface to stay connected with your IT support team.

Request Types​

ServiceOps handles two main types of requests, each serving different purposes:

Incident requests are created when there's a failure or degradation of a service that affects your work. These are typically urgent situations that need immediate attention.

Scenarios:

  • Your email server is down, preventing you from sending or receiving important communications. (Urgent, impacts work)
  • You cannot log in to a critical business application. (Prevents productivity)

Creating Requests​

This section outlines the different methods for submitting both incident and service requests within the Support Portal. Follow these steps to ensure your requests are accurately logged and directed to the appropriate teams for resolution.

Incident requests are typically for unexpected issues impacting services. You can create them using the following methods:

Permissions Required

Incident requests can only be created if the necessary permissions are granted by your administrator.

Method 1: Without Login (Guest Access)​

This method allows you to submit an incident request without logging into the portal.

  1. Click the New Incident button on the home page.

  1. Fill in the required details:

  • Requester Email: Your email address for notifications
  • Subject: Brief description of the issue
  • Description: Detailed explanation of the problem
note

The fields in the Request Form may vary based on the administrator's configuration.

  1. Click Create to submit the request

Method 2: After Login​

This method requires you to log in to the portal to submit an incident request.

  1. Click the + button in the header

  2. Select Create Incident from the dropdown

  3. Fill in the required details.

Managing Requests​

Viewing Your Requests​

Access your requests through the My Open Requests section on the home page or navigate to the dedicated requests list page.

The requests list provides several management options:

  • Filter Options: View All Requests, Open Requests, Closed Requests, etc.
  • Search Functionality: Find specific requests using keywords or criteria
  • Column Selection: Customize which information columns to display

Request Details Page​

When you open a request, you'll see comprehensive information and management options:

Request Information​

FieldDescription
StatusCurrent state of your request (Open, In Progress, Resolved, etc.)
Created Date and TimeWhen the request was submitted
Due byExpected resolution date
Created byName of the requester who created the request
Last Updated byName of the requester who last updated the request

Available Actions​

  • Add Comments: Provide additional information or ask questions
  • View Conversation History: See all communications about the request in the Comments tab.

Permissions

Some features like linking assets, approvals, or viewing audit trails depend on permissions granted by your administrator.

Request Status Tracking​

Understanding request statuses helps you know where your request stands in the resolution process:

Common Status Values​

StatusDescription
OpenRequest has been created and is awaiting assignment
In ProgressA technician is actively working on your request
On HoldRequest is temporarily paused (waiting for information, approval, etc.)
ResolvedIssue has been fixed, waiting for your confirmation
ClosedRequest is complete and closed

Status Updates​

You'll receive notifications when your request status changes. You can also:

  • Check the status directly in the Support Portal.
  • View status history in the request details.
  • Receive email notifications for status changes.

Approvals and Feedback​

Some requests may require approval before processing:

Approval Process

The approval tab is visible only if its setting is enabled from the Admin Technician Portal.

  • Approval Status: Displays the status of the request.
  • Approval Details: View the details of the approval like who is the approver, status, view comments, etc.
  • Add Comments: Provide additional context for approvers if required.

Best Practices​

  1. Be Specific: Provide clear, detailed descriptions of your issue
  2. Include Context: Mention what you were doing when the problem occurred
  3. Attach Evidence: Include screenshots, error messages, or relevant files
  4. Set Realistic Urgency: Don't mark everything as high priority

Troubleshooting​

Common Issues​

ProblemSolution
Cannot Create RequestCheck if you have the required permissions
Form Not LoadingTry refreshing the page or clearing browser cache
Attachment ErrorsEnsure files are within size limits and in supported formats
Cannot View RequestVerify you have access to the specific request
Status Not UpdatingRefresh the page or check notification settings

Mobile Access​

You can manage your requests through the mobile app as well:

FeatureDescription
Create RequestsSubmit incidents and service requests on the go
Track ProgressMonitor request status and updates
Add CommentsCommunicate with technicians from your mobile device
Receive NotificationsGet real-time updates about your requests
Mobile Features

The mobile app provides a streamlined experience for basic request management while the full web portal offers advanced features.

Getting Help​

If you encounter issues or have questions while managing your requests, several resources are available to assist you. Follow these steps to find the support you need quickly and efficiently.

1. Search the Knowledge Base

Before reaching out for help, check our comprehensive Knowledge Base. It contains articles, guides, and FAQs that may already have the solution to your problem.

  • How to Access: Navigate to the Knowledge section in the main portal menu.
  • What to Search For: Use keywords related to your issue, such as "create request," "request status," or "attachment error."

For more details, see Accessing Knowledge Resources.

2. Consult the Help Documentation

This guide and other related documents contain detailed information about using the support portal. Review the relevant sections to understand the features and processes better.

3. Use Live Chat Support

For immediate assistance, our Live Chat is the quickest way to connect with a support technician.

  • Availability: Look for the chat icon at the bottom-right corner of the portal.
  • When to Use: Ideal for urgent issues or questions that need a quick answer.
  • Providing Information: Be ready to provide your request ID (if you have one) and a clear description of the problem.

Learn more about using Chat Support.

4. Contact Your Administrator

If you are experiencing issues related to your account, permissions, or access, your system administrator is the best point of contact. They can help with:

  • Permission Errors: If you cannot create a request or access certain features.
  • Account Issues: Problems with logging in or your user profile.
  • Configuration Questions: If you are unsure about department or group settings.