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 critical incidents, and up to 3 days for lower-priority incidents. For more information, refer to 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:

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

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