We’re moving on to look at the requests you have created! We will review how to submit Incidents and Service Catalog requests later in this guide, first let’s look at where your requests are going to live once submitted.
The My Requests tab displays all Incidents or Service Catalog items that you have submitted in the Service Portal. The menu provides an overview of the items, as well as the option to click into each request to see additional detailed information.
The My Requests tab displays the Incident State, Subject, Category, Subcategory and who the ticket is assigned to. This menu will also reflect the priority and due date for each incident if your organization has chosen to make these fields visible to Service Portal users.
Keep an eye on this page to see any status updates to your requests. This is one of the numerous reasons the Service Portal is so helpful!
As this menu displays both Incidents and Service Catalog Requests, all Service Catalog requests are marked with a catalog icon to the left of the Subject attribute.
You can click into the title of an Incident or a Service Catalog request to see additional information. Go ahead and click into one of these to view the window that provides the data.
This window will show you all the information related to this incident. For example, the variable information that you entered for this break/fix incident. You will also be able to update the state of this request or add additional comments.
If your organization permits, you can mark your own requests as Resolved from the dropdown menu in the State field. Click the pill bar to reveal the dropdown menu.
To communicate with the service agent that is working on your ticket, use the comment tab within this request menu. All you must do is type your comment in the comment box and click Post Comment.
Your service agent might even reply to you! Please continue to communicate with the service agents as needed.