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Typical tasks > Support Catalog tasks > Modifying support requests

# Modifying support requests

You may occasionally want to modify a support request for a variety of reasons. You may resolve your problem independently and need to cancel your support request, or your you may need to update your support request with new information that has developed since the time you made the initial request. To assist you with this, please see the following sections.

View my Support Catalog requests

To view your Support Catalog requests, follow these steps:

1. On the header bar, click Dashboard.

2. On the Your Requests pane, click Open or Closed under the Support heading to view a complete list of those requests from the Account Home page. All requests appear in the Request ID order.

3. Click the arrow in the View column to see the details for a specific request.

   From this view, you can modify the support request, post a comment, or close it.

Modify a Support Catalog request

You can modify a support request by posting comments that might clarify your request or provide new information.

1. Click your login name on the right side of the header.

2. Select Request History from the drop-down list.

3. Under Your Support Requests, click Open.

4. Click the arrow in the "View" column to see the details for a specific request.

5. To change any of the available fields, click Update. For example, you might want to update your contact method, change the description, or attach a file to provides more information.

   1. To change your contact method, choose a new contact method from the drop-down menu.

   2. To add more information or change the request description, type the new information in Update Description.

   3. To attach a file, locate in the Attachments section to add or delete an attachment. .

      1. Click the Folder icon to locate a file that you want to attach to the request.

      2. Click Upload to attach the file, or Cancel to halt the attachment process.

      3. Repeat Steps i and ii for each file to be attached to the request. You can see a list of each attached file and the file size. There is no limit to the number of files that you can attach.

   4. Click Update to submit the changes.

6. If you update the request, you must add a comment. Type the comment or additional information in the Add Comment box.

7. Click Post.

8. Click any account icon on the left to return to your account information again.

9. Click Close only if you want to close the support request.

When you view your support request again, there is an updated history of changes that you made and comments that you posted.

Add a comment to a Support Catalog request

You can modify a support request by posting comments that might clarify your request or provide new information.

1. Click your login name on the right side of the header.

2. Select Request History from the drop-down list.

3. Under Your Support Requests, click Open.

4. Under the History section, enter your comments in the Comment text box, and then click Post.

The comment will appear in the Activity Log.

Close a Support Catalog request

If you change your mind about a pending Service Catalog request that you submitted, you may want to cancel (or close) that request before it reaches the point of fulfillment. If you are the contact named in the support request, you can cancel it by following these steps.

1. From the Dashboard tab, click Open in the Your Requests pane.

2. Click the View arrow to see the details for the request that you want to close.

3. Click Close.

4. When the confirmation dialog appears, click Close again.

5. Type a comment to describe why you are closing the request.

6. Click Close again.

7. When Service Manager sends a confirmation that the request is closed, click Back to return to your account.

The number of Closed support requests should increase by 1, and the number of Open support requests should decrease by 1.

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