View and Update a Support Request

Concepts

In the Support Request Detail view, you can view detailed information about a support request, or add comments or attachments.

Tasks

View Support Request Details

To access the Support Request Detail view for a support request:

  1. Select Support Requests from the avatar drop-down menu in the Service Manager Service Portal.
  2. Select Open Requests, Completed Requests, or All Requests depending on the content you want displayed.
  3. Select an entry to display the Support Request Detail view (See View Support Requests (Tickets) for more information.)

The following information is typically displayed:

  • Support request ID
  • Status
  • Description
  • Comments tab lists all comments on this request
  • Attachments tab lists any files attached to the request.
  • Basic Information section with information such as date submitted and last updated, and more
  • Contact Information section
  • Additional Information section that includes the request's urgency

Add Comment

  1. View existing comments by clicking the Activities tab in the Support Request Detail view.
  2. Add a new comment by typing your comment into the text box and clicking Add Comment.

Add Attachment

  1. View the list of existing attachments by clicking the Attachments tab in the Support Request Detail view.
  2. 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.

 

Related Topics 

Request Support

Open a Support Request

Close a Support Request