Reporting issues in the Self Service Center

Self-service users of Service Portal can search for solutions to issues that they encounter, create tickets to report issues, and view tickets that they created.

About this task

You have some options for reporting issues:
  • Log in to the Service Portal and report an issue in the Self Service Center.
  • If a Service Portal administrator added a Report an Issue button to an application, click the button and report the problem directly from an application.

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. A virtual assistant is available to help you find a solution or to guide you in reporting the problem. For helpful search tips, see Search string syntax.

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 Service Portal.

Reporting issues from the Self Service Center

Procedure

  1. Log in to the Self Service Center in Service Portal.
  2. Select Report issue.
  3. In the Description field on the Report issue page, start typing a description. Based on the text that you enter, the virtual assistant searches for possible solutions.
  4. You can click the searches in virtual assistant, a pop-up will display. You can review Description, Solution, Cause, Attachments, and Number of times applied in the search solution pop-up to determine whether the search solution solved your issue.
  5. After you have reviewed the searched solution and clicked the cancel icon, a pop-up Your Feedback with the following options will be displayed. Click one of the following buttons next to the text, Does this solution solve your problem?
    • Yes — The solution gave you the information you needed and the count for the Number of times applied will increase by 1. The system creates a new service request with the status as RESOLVED.
    • No — You were not able to find a solution to your issue. The system closes the pop-up window and the Report issue page is displayed again. You can fill all the details on the Report issue page to creates a new service request with status as NEW or QUEUED (in case you select a specific template from Additional ticket information).
    • Not sure — This solution did not give you the information you needed but you would like to search again. The pop-up will be closed and the Report issue page is displayed again.
    Note: Do the following configuration so that the field Number of times applied in the search solution pop-up function correctly:
    • Log in to IBM Control Desk classic GUI, do a check and make sure that PmSolutionCron and PmObjSearchCron cron tasks are active.
    • Log in to IBM Control Desk classic GUI, do a check and make sure that the persistent field NUMTIMESAPPLIEDSS is included in the object structure CDUISRMSOLUTION. Refer Excluding persistent fields from the object structure on how to include/exclude the persistent field from the object structure.
  6. In the Reported Priority field, select the appropriate priority level.
  7. 7614To provide additional details about your issue, expand the Additional ticket information section and enter information on the following fields as necessary.
    • Type of Issue
    • Asset
    • Site
    • Additional details
    Note:
    • When you select a value for the Asset field, make sure you also select a value for the Site field to avoid an error.
    • Log in to the IBM Control Desk classic GUI, do a check and make sure that the persistent field ASSETNUM and SITEID are included (default these fields are included) in the object structure CDUITICKET. Refer Excluding persistent fields from the object structure on how to include/exclude the persistent field from the object structure.
  8. Optional: To add an attachment to the ticket, complete the following steps:
    1. Expand the Attachments section and click Add Attachment.
    2. In the File field, click Upload file and select the file that you want to attach.
    3. Click Add.
  9. To provide additional information about the user who has encountered the issue, expand the User section and complete the following steps:
    1. If this ticket is for you, enter your phone number and email address.
    2. Optional: If you are reporting an issue for someone else, select This issue is for another user. When you specify a user, the phone number and email address for the affected user are displayed. If necessary, you can specify a different phone number and address for this ticket. New information that you provide on this ticket does not affect the phone number and email address in the affected user's profile.
  10. Click Submit. A confirmation page is displayed, and you can report another issue or view all your tickets. You are notified by email when the issue is resolved.

Reporting issues from an application

Procedure

If you are in an application, click the link in the navigation bar to report an issue. You are redirected to the Self Service Center. Complete the steps in the preceding section to report the issue.