My Service Requests

22 Oct 2024
5 Minutes to read

My Service Requests

Updated on 22 Oct 2024
5 Minutes to read

Article summary

Did you find this summary helpful?

Thank you for your feedback

Viewing the list of My Service Requests is essential for tracking your request status. You can easily update your Service Requests (SRs) through Apex Mobile, ensuring accuracy and completeness of information. A smooth process for logging new SRs is crucial for addressing user issues and providing the support they need. Clear service channels, responsive support, and timely updates are key to delivering a positive user experience.

In My Service Requests, you can perform the following functions:

Log Service Requests

The process to log a new SR is a seamless one in Apex Mobile with easy navigation. Fill in all the details regarding the SR and experience hassle-free SR logging.

To log a new Service Request, perform the following steps.

Log in to the Apex Mobile as an End User.
The Application List is displayed.
Figure: Application List
Click Service Management widget.
The Service Management Homepage is displayed.
Figure: Service Management
Click (Breadcrumb) and navigate to Service Request > Service Request > My Service Requests.
The My Service Requests list page is displayed.
Figure: Service Request List
Click New to create a new Service Request.
The My Service Requests page is displayed.
Figure: My Service Requests
Click to select the category for the newly log Service Request.
Select the Catalog widget from the list where the Tenant and Requestor is selected based logged in user's access.
The Catalog list is displayed based on the logged in user's access.
Figure: Catalog
Figure: Catalog
Enter the required details as described in the following table based on the selected Catalog and click Save.

Field	Description
Requestor	Select the requestor submitting the SR. By default, the email ID of the logged-in user is displayed.
Tenant	Select the appropriate Tenant or Department from the list to log a SR.
Subject	Specify a clear and concise description of the issue or request, giving a brief overview of the service needed.
Description	Enter a brief description of the service request. This description should provide detailed information about the service being requested. Please be precise and include all relevant details to ensure clarity.
Attachment	Attach appropriate files to support the service being requested by clicking icon.

Note
An asterisk (*) represents mandatory field.
The Catalog fields are displayed based on the selected Catalog.

My Service Requests

You can view the list of SRs logged for you on the Requests (My Service Request List) screen.

To view the Requests screen, perform the following steps:

On the Apex Mobile, click (Breadcrumb) and navigate to Service Request > Service Request > My Service Requests.
The My Service Requests list page is displayed.
Figure: My Service Requests List
On the Service Request List page, tap the Service Request tile to view the SR Detailed screen.
You can manage the Service Request details and can perform following tasks associated with the Service Request.

Update Service Request

Update Service Request (SR) to provide additional information, updates, or clarification related to your current service request.

To update a Service Request, perform the following steps.

Navigate to Service Request > Service Request > My Service Requests.
Click Service Request tile from the list.
The SR Details page is displayed.
Figure: Service Request Detail
Click to update the details.
The Update Service Request page is displayed.
Figure: Update Service Request
Figure: Update Service Request
Enter the required details as mentioned in the following table and click Save.

Field	Description
User Communications	User Communications section displays details about the communications exchanged regarding the SR.
Message	Use the Message field to provide any additional information or updates related to your SR. The message can help in addressing your SR effectively and promptly.
Attachments	Attach relevant files or documents related to your SR. This could include screenshots, error logs, or any additional information that can assist the team in resolving your SR efficiently.

Cancel Service Request

Cancel Service Request to terminate the ongoing process of the SR. If you have determined that the SR is no longer needed or if circumstances have changed, you can use this option to cancel the SR by clicking icon on the top ribbon.

To cancel a Service Request, perform the following steps.

Navigate to Service Request > Service Request > My Service Requests.
Click Service Request widget to view the Service Request details page.
Clickto cancel a Service Request.
The Cancel Service Request page is displayed.
Figure: Cancel Service Request
Figure: Cancel Service Request
Select Cancellation Reason and specify Remarks.
Click Save to save the details.

Close Service Request

Close a Service Request from the Service Request details screen in case the Service Request is withdrawn, its a duplicate Service Request, or for any other reason.

To close a Service Request , perform the following steps.

Navigate to Service Request > Service Request > My Service Requests.
Click Service Request widget of a resolved Service Request to view the Service Request details page.
Click to select Close Service Request from the list.
The Close Service Request screen is displayed.
Figure: Close Service Request
Figure: Close Service Request
Select the required Closure Reason, provide the necessary Remarks.
Click Save to save the details.

Reopen Service Request

To Reopen a Service Request , perform the following steps.

Navigate to Service Request > Service Request > My Service Requests.
Click Service Request widget of a resolved Service Request to view the Service Request details page.
Click and select Reopen Service Request from the list.
The Reopen Service Request screen is displayed.
Figure: Reopen Service Request
Figure: Reopen Service Request
Select the required Reopen Reason and provide the necessary Remarks.
Click Save to save the details.

Change History

Change History provides a record of the changes in the Service Request lifecycle over a period of time.

To view Change History of a Service Request, perform the following steps.

Navigate to Service Request > Service Request > My Service Requests.
Click Service Request widget to view the Service Request details page.
Click and select Change History from the list.
The Change History page is displayed.

Figure: Change History

In the Change History, you can view the timestamps that indicate when specific changes or updates were made to the SR. These timestamps represent key moments in time when changes were documented, such as the completion of a Service Requests or any updates.

You can export the Change History by clicking the icon. Additionally, you can view the Change History in either list or tile view by using the icon.

Provide Feedback

The feedback feature allows users to provide their opinions and comments once a Service Request has been resolved. The feedback option is available when the status of the Service Request is "Resolved." By incorporating user feedback into the resolution process, businesses can continuously improve their services, address any issues promptly, and foster a positive user experience.

Note

You can provide feedback to a Service Request only for the resolved Service Request.

To provide feedback for a resolved SR, perform the following steps.

Navigate to Service Request > Service Request > My Service Requests.
Click Service Request widget of a resolved Service Request to view the Service Request details page.
Click to view provide the feedback.
The Provide Feedback page is displayed.
Figure: Provide Feedback
Figure: Services - Feedback
Figure: Experience - Feedback
Provide feedback and click Save.

Was this article helpful?

What's Next

Knowledge

Table of contents