Reporting issues in the Self Service Center

Self-service users of Control Desk 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.

If appropriate, 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 Control Desk 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. You can review them to determine whether they solve your issue.
  4. In the Severity field, select the appropriate severity level.
  5. To provide additional details about your issue, expand the Additional ticket information section and enter information as needed.
    The virtual assistant can make recommendations to help you provide relevant details.
  6. 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.
  7. 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.
  8. 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 that is 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.