Tracking a Service Request

While a Service Desk Analyst works to fulfill your service request, you can do the following:

• View your service requests.
• View the details of your service requests.
• Update your service requests.

You might receive email messages periodically as a Service Desk Analyst works to fulfill your request. Some messages are routine notifications telling you that the status of your request has changed. Other messages might ask you to provide additional information.

All email messages are logged within the request for historical and documentation purposes. If a message requires a response from you, a required response time is assigned to the message. If you do not respond within the response time, the service request is closed automatically. The default required response time is 28 days, but it might be set differently for your system. Contact your system administrator to verify the setting.

View your Service Request

You can view your service request from one of the following places:

• The My Open Items pane on the Self Service home page
• The My Items tab

After you locate your service request, click it to open the form. You can now view more details and update your request with an attachment or note, as described in Updating a Request.

View a Request in the My Open Items Pane

If the service request that you want to view has not yet been fulfilled, it is listed in the My Open Items pane on the Self Service home page.

• Click any service request in the My Open Items pane to display it in the My Items tab. From there you can update the service request, as described in Updating a Request.

View a Request in the My Items Tab

If your service request is closed, or if you do not know its status, you can view it by doing the following:

1.

Click View all My Items or click the My Items tab on the Self Service home page. A list of all your items is produced (incidents, service requests, and approval requests).

2.

Find your service request by reviewing the list manually or by searching. See Using Record Search.

3.

Click the service request that you want to view. The system displays the service request.