Visible updates for self-service requests
When a self-service user makes an update to an open request, the user can view the update text in the History section of the interaction record. When a HPE Service Manager operator views the same record, the Activities section has three subsections that relate to updates.
- Record new activities on the Updates section
- View journal entries on the Journal Updates section when the administrator enables Journal Updates in the Environment record
- View the updates in the list of updates for an activity type
When the operator makes an update to an open self-service request, Service Desk hides the update text from the self-service user. To show the update text to the self-service user, the operator must select the Visible to Customer check box in the Activities section of the interaction form.
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Related concepts
Self-service
Who uses self-service?
Self-service licenses
Self-service tailoring
Configuring the self-service working environment
Creating self-service users
Accessing HPE Service Manager
Working with self-service requests
Multiple sessions
Related tasks
Log on to the web client (self-service user view)
Create a self-service request
View a self-service request
Update a self-service request
Resubmit a self-service request
Close a self-service request