Viewing or updating tickets

In Self Serve, 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 ticket to update ticket information. You can also request update and add attachments to the ticket. For information about the types of files that you can attach, see Attached documents in Self Serve.

To view or update tickets that you entered, complete the following procedure.

Procedure

  1. Log in to Self Serve.
  2. In the navigation bar, select My tickets.
  3. 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-down your results.
  4. On the Ticket page, you can review information about the ticket. You can also provide comments and attachments.
    Tab Description
    Ticket Details Select this tab to view additional details about the ticket.
    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:
    1. In the Activity Log panel, click Add Comment.
    2. 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.
    3. Click Submit. 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:
    1. Click on the Upload icon and select the file that you want to attach.
    2. Click onUpload files to upload all your attachments.
    To download an attachment, click on the Download button in front of the attachment.
  5. Optional: To request an update for a ticket, click Request Update. The update request displays in the Activity Log.
  6. Click My tickets to return to the list of tickets or select another menu option in the navigation bar.