Track a service request

After you open a service request, you are redirected to a page showing request details and you are also sent a confirmation email.

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The on-call support team aims to restore normal service operation as quickly as possible. In general, the team acknowledges incident requests within 15 minutes. Mitigation can take up to 4 hours for most incidents, and up to 72 hours low-priority incidents. For more information, see Incident request status.


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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Reopening requests

If you are not satisfied with a resolution, you should reopen your request instead of submitting a new one.


Find your requests

To track Service Desk requests:

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

  2. Click the Requests button at the top right of the screen.

  3. From the drop-down menu, choose one of the following:

    • Created by me
    • Your_project_name
    • All
  4. Use the text search and filters as needed to narrow the results

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  1. Click a request in the search results list to see its details.