Reporting issues in Self Serve

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Self Serve users can search for solutions to issues that they encounter, create tickets to report issues, and view tickets that they created.

About this task

Users can also report issues in Self Serve:
  • Log in to Self Serve and report an issue from the Home page.
  • Go to the Report an Issue section and click on Create a new Ticket to report an issue.

You can report issues for yourself or for another user. Before you report an issue, you can search for a possible resolution to your issue.

You can add attachments when you report issues. If you inadvertently specify the wrong attachment, you can delete the attachment before you save the record. You cannot delete attachments after a ticket is saved. For information about the types of files that you can attach, see Attached documents in Self Serve.

Reporting issues from Self Serve

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Procedure

  1. Log in to the Self Serve.
  2. Go to Report an Issue and click on Create a new Ticket.
  3. In the Description field, start typing a description.
  4. In the Reported Priority field, select a priority depending on the urgency of your issue.
  5. In the Ticket type field, select a ticket type from the Lookup table.
  6. In the GL account field, enter your General ledger account code.
  7. Depending on your issue, enter data in the Preferred Service Date, Preferred Service Location Site, and Vendor fields.
  8. Under additional information, enter the issue type in Type of issue field. Use the Search icon to select from a list of available issue types.
  9. In the Asset field, select an asset with which the issue is associalted. You can choose from a list of available Assets using the Search icon.
  10. In the Site field, select a site for which you are reporting an issue. Choose from a list of available sites using the Search icon.
  11. Add further details or information in the Additional details field which allows total 255 characters.
  12. Expand the Attachments section and click on the Upload icon to upload a file.
  13. Expand the User field and enter your Contact number and Email address in the respective fields.
  14. If you are reporting an issue for another user, select the textbox that says This issue is for another user.
  15. In the Affected User field, select the name of the user for whom you are reporting an issue. You can also use the Search icon to select a user name from a list of available users in the system.
  16. The Contact number and Email address of the selected user will get auto-populated in the respective fields.
  17. Click on the Submit button after double checking all the entered details.
  18. A dialog box appears confirming the submission of the ticket. You can click on the Show details button on the dialog box to view all details of the submitted ticket or the reported issue.
  19. Additionally, you can request an update for your ticket by clicking on the Actions drop down and selecting Request Update. Enter a reason for update and click on Request Update to submit the request.
  20. You can also cancel your ticket by selecting Cancel Ticket under the Actions drop down.