Self Service Center you can view tickets that you entered, add
comments or attachments to the tickets, or cancel a ticket if a service is no longer
needed.
About this task
After you create a ticket, you can add comments to the activity log to update ticket information
for service desk agents. You can also add attachments to the ticket. For information about the types
of files that you can attach, see Attached documents in Control Desk Service Portal.
To view or update tickets that you entered, complete the following steps.
Procedure
- Log in to the Self Service Center.
- In the navigation bar, select My tickets.
- In the list of tickets, click the ticket that you want to view. If the list of tickets is long, you can use the search field to narrow your results.
- On the Ticket page, you can review information about the ticket. You can
also provide comments and attachments.
| Tab |
Description |
|---|
| Activity Log |
On this tab you can perform the following actions:- Create comments that provide information for resolving the ticket
- Review details about the events and comments that are associated with the ticket
To add a comment, select the Activity Log tab and complete the
following steps: - In the Activity Log panel, click Add Comment.
- In the comment box, enter the information that you want to record about the ticket. When you
enter a comment, you can use rich text icons or keyboard shortcuts such as Ctrl +
b to create rich text.
- Click Done. Your comment is displayed on the ticket.
|
| Attachments |
On this tab you can perform the following actions:- View attachments that are associated with the ticket
- Download attachments
- Add attachments
To add an attachment to the ticket, select the Attachments tab and
complete the following steps: - Click Add Attachment..
- In the File field, click Upload file and select
the file that you want to attach.
- Click Add Attachment.
To download an attachment, click the file name. |
| Ticket Details |
Select this tab to view additional details about the ticket. |
- Click My tickets to return to the list of tickets or select another menu
option in the navigation bar.