View Support Requests (Tickets)

Concepts

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

To view your support requests (tickets), select Support Requests from the avatar drop-down menu in the Service Manager Service Portal.

By default, the Support Requests view lists open requests, with newest first. Scroll up and down to browse requests, search by keyword, and set filters to customize the display.

Tasks

View Support Requests

To view support requests, select Support Requests from the avatar drop-down menu in the Service Manager Service Portal.

Search Support Requests

Enter text in the search filter to locate support requests whose names contain the specified keyword or string.

Sort Support Requests

Change the order in which support requests are displayed using the drop-down list on the right side above the list. Sort by newest, oldest, alphabetical, or reverse alphabetical.

Filter Support Requests

Refine the results of the support requests displayed by selecting Open Requests, Completed Requests, or All Requests to display respectively only support requests that are currently open, only those that have been completed, or all requests.

View Support Request Details

In the Support Requests view, select a support request to display the Support Request Detail view. See View and Update a Support Request