Create and manage Service Requests

Create a Service Request

1. Log in to the Support Portal,
2. Click Ask a question.
3. Fill out the form and click Submit Request.
4. You’ll see a confirmation screen with your Service Request confirmation number. You’ll also receive a confirmation email.
5. Update your Service Request via the Support Portal or by replying to your confirmation email.

Things to keep in mind:

• Provide as much detail as you can – more details make it easier for us to help you. Find out what kind of information is helpful.
• Some fields are marked with a red asterisk. That means they’re mandatory. 
• The form is dynamic, so depending on how you fill out some fields, it will change to suit your request type.
• The maximum attachment size is 20 MB. If you attach a larger file it may not reach us.

Viewing your Service Requests

1. Sign in to Support Portal.
2. Click Account Overview and you’ll see your dashboard. You can choose from the tile options, depending on what you’d like to see, but let’s investigate our open Service Requests as an example.
3. Click My Open SRs. You can also choose My Org Open SRs if you’re an admin.

4. Use the pane on the left to filter with parameters like Severity, Status and Date.
5. If you’re an admin user, you’ll see extra options for your org Service Requests.

Exporting Service Requests (admins only)

1. Navigate to the Account Overview dashboard.
2. Click the SR List you want to export. For example, you can choose from My Open SRs, SRs pending my action, My Past SRs, or My Org Open SRs.
3. Click the green export button on the top left of the list.
4. Click CSV.
5. Depending on your web browser settings, the file will automatically download to your computer, or you'll be prompted to open/save the file. We recommend saving the file when prompted. Note: Choosing to open the file directly may open the file in a plain text editor, which will be difficult to read.
6. View the CSV in MS Excel or other spreadsheet software.

Updating a Service Request

1. Navigate to your open Service Request (see instructions above on how to view your Service Requests).
2. Click the blue hyperlinked reference number to open up the request you’d like to update.
3. You can check your request communication history by scrolling to just below the Submit button.
4. Complete the form and click Submit.

Selecting the right answer for ‘Do you want a response’ field

• Answer Yes, please respond to my question if the issue is ongoing and you’d still want to hear back from us.
• Answer No, I don’t need this question answered now, if you don’t need further help. This could be because you’re just passing on some additional info or an update and don't need a response, or you want to let us know that we can close the request.