Use > Service Desk > Service Desk user tasks > User interaction handling > Check request fulfillment status by Service Manager Service Portal order or request number

Check request fulfillment status by Service Manager Service Portal order or request number

User roles: Service Desk Agent

When a user orders one or more catalog items from Service Manager Service Portal, an order is generated in Service Manager Service Portal and one or more interactions are created in Service Manager accordingly. Also, when a user submits a support request from Service Manager Service Portal, a request is generated in Service Manager Service Portal and an interaction record is created in Service Manager (SM).

To help you check the request fulfillment status, Service Manager automatically populates the Portal Order ID and Portal Request ID fields of the interaction record as follows:

  • If the interaction record is created from a service request, the two fields are populated with the corresponding order number and request number from Service Manager Service Portal.
  • If the interaction record is created from a support request, the Portal Order ID field is left blank and the Portal Request ID field is populated with the support request number from Service Manager Service Portal.

The values of the two fields use different formats in different scenarios, as described in the following table.

Scenario Portal Order ID format Portal Request ID format
The user submits a support request in Service Manager Service Portal. Blank PTxxx

The user orders a single SM catalog item in one shopping cart.

PORxxx PRxxx

The user orders multiple SM catalog items in one shopping cart.

PORxxx ORDxxx

The user orders a Service Manager Service Portal bundle containing one or more SM catalog items in one shopping cart.

PORxxx PRxxx

The user orders multiple SM catalog items and a Service Manager Service Portal bundle containing one or more SM catalog items in one shopping cart.

  • For the bundle: PORxxx
  • For the multiple items: PORxxx
  • For the bundle: PRxxx
  • For the multiple items: ORDxxx

Both of the fields are available on the Interaction search form so that you can check user request fulfillment status by them. To do this, follow these steps:

  1. Log in to Service Manager as a Service Desk Agent.
  2. Navigate to Service Desk > Search Interactions.
  3. In the Portal Order ID field or the Portal Request ID field , enter the order number or the request number of a service request or support request submitted from Service Manager Service Portal.
  4. Click Search.
  5. Open the right interaction record or records and view the fulfillment details.