Self-Service Home Page › Work with Incidents or Requests › View or Edit an Incident or Request

View or Edit an Incident or Request

From your home page you can view or edit your existing incident or request tickets.

Note: Depending on how your administrator has configured your service desk, you work with either incident tickets or request tickets (not both).

To view or edit an incident ticket

1. Click the link to your open or closed incidents in the "Look up my existing tickets" section of your home page.

   The selected ticket list appears.

2. Click the Incident # link to display the ticket record.

   The Incident Detail page appears. See Incident Fields for field descriptions.

3. (Optional) Click the Attach Document button if you want to attach a file or web page link to the ticket.

   The Create New Attachment page appears.

   1. Do one of the following:
      • Click Locate File and browse to a document to upload.
      • Enter a web address in the Web Page field.
   2. Click Save.

   The Attachment section of the Incident Detail page displays a link to the attachment.

4. (Optional) Click the Edit Incident button in the upper-right corner of the page.

   The Update Incident page appears. Perform the following steps:

   1. Edit the fields as necessary.
   2. Click Save.

      Your edits to the incident ticket are saved and your home page appears.

To view or edit a request ticket

1. Click the link to your open or closed requests in the "Look up my existing tickets" section of your home page.

   The selected ticket list appears.

2. Click the Request # link to display the ticket record.

   The Request Detail page appears. See Request Fields for field descriptions.

3. (Optional) Click the Attach Document button if you want to attach a file or web page link to the ticket.

   The Create New Attachment page appears.

   1. Do one of the following:
      • Click Locate File and browse to a document to upload.
      • Enter a web address in the Web Page field.
   2. Click Save.

      The Attachment section of the Request Detail page displays the attachment.

4. (Optional) Click the Edit Request button in the upper-right corner of the page.

   The Update Request page appears. Perform the following steps:

   1. Edit the fields as necessary.
   2. Click Save.

      Your edits to the ticket are saved and your home page appears.