Track a service request

Pismo aims to restore normal service operation as quickly as possible. In general, the on-call support team acknowledges all incident requests within 15 minutes. Mitigation can take up to four hours for critical incidents, and up to three days for lower-priority incidents.

After you open a service request, you are redirected to a page showing request details. You also should receive a confirmation email.

The following options appear on the page's right-hand side:

• Enable/disable system notifications: If enabled, you receive emails about status changes, added comments, and other activity. If disabled, you receive emails when requests are closed.
• Share the ticket with others: Shares the request with other team or company members.

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Reopen a request

If you are not satisfied with a resolution, you should reopen your request instead of submitting a new one. For more information, refer to Modify a service request.

To track Service Desk requests:

1. Go to https://pismolabs.atlassian.net/servicedesk/.

2. Click the profile icon at the top right of the screen and then select Requests.

3. Use the search result filters as needed to find specific results.