Open a Support Request

Concepts

Open a support request to submit a question to customer support. Open a support request when, for example, you need to request a new service or new hardware, or when you are experiencing a service outage.

Tasks

Open a Support Request

  1. In the Service Manager Service Portal Launchpad, click the Request Support tile.
  2. Enter a phrase or question in the search text box, and click the search icon . Items related your entry will be listed under the Knowledge and Support Catalog tabs.
  3. If no content listed meets your needs, under Support Catalog click on the Create a generic support request field to open a new support issue.
  4. Enter a detailed description in the form and complete all required fields.
  5. If needed, add one or more attachments in the Attachments section. For example, a screenshot of the error message.

    Note If Smart Analytics is enabled in Service Manager, the Smart Ticket OCR feature will by default save and display the extracted image content in the Description field of your request.

  6. Click Submit when ready, or Cancel if you do not want to submit this request.

 

Related Topics 

Request Support

Close a Support Request

View and Update a Support Request