View Request Details

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)`

The Order Item Details view typically displays the following information about the request you selected:

Request description

Quantity ordered

Total cost and recurring cost information

Order New area where you can place a new order for this item

Request status

Request number

Date request was created

Submitter information, as well as recipient information if requested by someone else

Name and link to catalog item from which the request was created

Item's configurations, if applicable

Comments area where you can view and add comments to this request.

Tasks

View Request Details

In the Service Manager Service Portal, select Orders in the avatar drop-down list.

In the Orders view, select an order to display the Order Details view.

Click

next to that item, and then click View Request to access the Order Item Detail view.

Order Item in a Request

Follow the steps to view request details (see View Request Details).

In the Order New area, click Add to Cart.

See Shopping Cart for information about completing this order, or click Back to Order Details to place the order later. The item will remain in your shopping cart.

Add Comment to a Request

Follow the steps to view request details (see View Request Details).

In the Activities area, type your comment into the text box.

Click the Add Comment button to add the comment to the request.

Add Attachments to a Request

Follow the steps to view request details (see View Request Details).

In the Attachments area, either drag and drop the attachment file or click in the area to open a dialog to select the attachment file.

Note For Service Manager (SM) suppliers, attachments are bi-directional. That is, attachments added in Service Manager Service Portal appear in the supplier system and attachments added in the supplier system appear in Service Manager Service Portal.

Click the Confirm Changes button to add the attachment to the request.

Close a Request

A service request can be closed when it is in either a pending approval or a denied state. For example, a consumer orders an item, and then while waiting for the item to be approved, decides to cancel the request by closing it.

Follow the steps to view request details (see View Request Details).

In the Actions area, click the Close button.

In the Close dialog, type a reason for closing the service request and then click the Close button.