Words and Phrases
Use > Service Desk (Streamlined Interaction) > Service Desk workflows and user tasks > Self-Service user interactions > View a self-service request
View a self-service request
Applies to User Roles:
User
You can view your service requests to view the status of any outstanding interactions or to view a list of all your past requests.
To view a self-service request, follow these steps:
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Click View Open Requests or View Closed Requests to display a table of requests and the status of each request.
The status of a Service Desk interaction is based on the status of its fulfillment record:
- Once the fulfillment record is created and linked to the interaction, the interaction status moves to “Dispatched” automatically.
- Once the fulfillment record is in the “Pending Customer” status, the interaction status moves to “Pending Customer” automatically.
- Once the fulfillment record is abandoned or closed, the interaction status moves to “Closed” automatically.
- If the fulfillment record is an incident, when the incident moves to the "Resolved" status, the interaction status also moves to “Resolved” automatically.
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Select the Service Desk interaction record that you want to view.
- Click Back to return to the list of service requests.