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Typical tasks > Support Catalog tasks > Requesting support items

# Requesting support items

There are two methods to request support. You can browse through a catalog of standard support items, or you can create your a custom request for a special support item.

The first thing to do is access the Knowledge Base to see if a solution already exists. Before you request support, see if there is a related article or other useful information available to solve your problem.

If you do not find a resource, the next thing to do is search the Support Catalog for what you need.

Service Request Catalog is highly customizable. Administrators have the ability to show or hide panels, re-label buttons, and modify various other features of SRC. As such, it is possible that the instructions you find here may vary, or that an entire section (For example, the Support Catalog) of SRC has been removed. Similarly, all buttons and labels in SRC are fully customizable, and may likewise differ from the standard button labels described in the SRC Help Center. If you find a described button or feature is apparently missing, please contact your administrator.
Request support from the catalog

To request support form the catalog, follow these steps:

1. Click Support.

2. Click Browse Catalog. The Support Catalog shows you different master categories of support that you can choose.

3. Select a category to display the associated sub-categories.

   - If there are no sub-categories, Service Request Catalog displays the list of support items.

   - If there are sub-categories, select one to display all the available support items.

4. Click an item to review the detailed information for that item.

5. Click Request to start the request process.

6. Enter the information in the following fields

7. In the Request Description section:

1. Create a Request Name to identify your request. For example: Printer Repair.
2. Optional Request Description. Type a short description of the problem.

8. In the Contact Information section:

   1. Fill in the Contact for this request field. By default, the support request is for you. If you are requesting support for someone else or if the Request for field is present, click in the box to open the Contact Search dialog.

      Next to some fields, you can click the Looking glass button to display a pop-up window that shows the complete list of potential entries for the corresponding field. In this pop-up window, you can select directly from the list, or use the search box at the top of the pop-up window. After you select an entry, the field is populated with the value of the first column of the pop-up window. You can click the Erase button to clear the field.

   2. Choose a preferred Contact Method. Notice that you are the contact for the request even if the request is for another person.

9. If there are custom sections added to the checkout panel, provide any requested information.

10. Optional. In the Attachments section:

    1. Click the Folder icon to locate a file.

    2. Click Upload.

    3. Repeat these two steps for other attachments.

    4. Click X to remove an attachment before you submit the request.

       Note: You cannot remove an attachment after you submit the request.

11. Click Submit. Service Manager returns a Request ID.

    Note: Make sure that you complete all required fields correctly before you click Submit, otherwise, the request is not successful.

12. Click Status to review the open request or click Support to return to the Support landing page.

Create a custom support request

Before you create a support request, try to find what you need in the Support Catalog because it contains frequently requested (or standardized) support items. Create a support request for a non-catalog item only when you cannot find a catalog item that meets your needs.

1. Click Support.

2. In the Support pane on the Support landing page, click Create.

3. In the Request Description section:

   1. Type a Request Name to identify your request. For example: Printer Repair.

   2. Optional: Type a short Request Description of the problem.

4. In the Contact Information section:

   1. Fill in the Contact for this request field. By default, the support request is for you. If you are requesting support for someone else or if the Request for field is present, click in the box to open the Contact Search dialog.

      Next to some fields, you can click the Looking glass button to display a pop-up window that shows the complete list of potential entries for the corresponding field. In this pop-up window, you can select directly from the list, or use the search box at the top of the pop-up window. After you select an entry, the field is populated with the value of the first column of the pop-up window. You can click the Erase button to clear the field.

   2. Select a preferred Contact method. Note that you are the contact for the request even if the request is for another person.

5. In the Additional Information section:

   1. Select a service from the Affected services drop-down list. If the request is for another person, the list reflects their available services.

   2. Choose an Urgency value from the drop-down list. This is your evaluation of how quickly you need a response.

6. If there are custom sections added to the checkout panel, provide any requested information.

7. Optional. In the Attachments section:

   1. Click the Folder icon to locate a file.

   2. Click Upload.

   3. Repeat these two steps for other attachments. Click X to remove an attachment before you submit the request.

      Note: You cannot remove an attachment after you submit the request.

8. Click Submit. Service Manager returns a Request ID.

   Note: Make sure that you complete all required fields correctly before you click Submit, otherwise, the request is not successful.

9. Click Status to review the open request or click Support to return to the Support landing page.

Update a support request

You can change the original information that you provided for a support request.

1. From the Dashboard, click Open in the Support section of Your Requests.
2. Click the arrow in the View column for any request to see the request details.
3. Click Update.
4. Change the Contact Method or Description information in the Update Request Information pane.
5. Review any remaining panes that might require changes.
6. When your changes are complete, click Update.
7. When you return to the support request detail page, you can add an optional comment and 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.

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