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
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Log in to Self Serve.
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In the navigation bar, select My tickets.
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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.
-
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:
- 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 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:
- Click on the Upload icon and select the
file that you want to attach.
- Click onUpload files to upload all your
attachments.
To download an attachment, click on the
Download button in front of the
attachment. |
-
Optional: To request an update for a ticket, click Request Update. The
update request displays in the Activity Log.
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Click My tickets to return to the list of tickets or select another menu
option in the navigation bar.