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.
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.
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:
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Click the Requests button at the top right of the screen.
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From the drop-down menu, choose one of the following:
- Created by me
- Your_project_name
- All
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Use the text search and filters as needed to narrow the results
- Click a request in the search results list to see its details.
Updated about 2 months ago