View My Service Desk Requests

Overview

The whole purpose of the Oregon E-Government Service Desk is to offer an online portal where requests can be submitted, viewed and tracked to completion with two way communication between the submitter and the person assigned to help resolve or fulfill the request.  Submitter feedback, answers to questions and confirmations are vital elements to the successful resolution and fulfillment of requests.  Below are the ways that submitters will be interacting with their submissions.

View My Activity

The history of past submission and the queue of current ones are considered the activity of a user of the Oregon E-Government Service Desk

While logged in, use the drop menu at your name in the upper right and choose 'My activities'. 

This delivers you to the 'My requests' view your your activity page.

My Requests

This view of the request queue offers several pieces of information.

• The subject of the request
• The id number of the request (ticket number)
• When the submission was created
• Current status of the request.

Requests can be searched for and filtered for status in the queue.

They can also be sorted by the latest activity on the requests.

While viewing the request queue, any request can be viewed specifically by clicking the subject of the request.

By this method, any open requests can be opened and interacted with as well by scrolling to the bottom of the request record and adding comments and/or submitting the request as 'Solved'.

When viewing a request, you can go back to the request queue by using the breadcrumb link at the top of the page.

Requests I'm CC'd On

The 'Requests I'm CC'd on tab shows the logged in user submissions from other users that the logged in user was CC'd on.

The queue can be searched, filtered, sorted and requests opened and contributed to the same as the logged in the same manner as above.

A CC'd user CANNOT Solve an request that they did not submit.

 

Organization Requests and Following Organizations

For those users that have this permission, they can view any request submitted by other Service Desk users whose account settings indicate that they are associated with the same organization (agency, board or commission).  Permission for organizational submission views must be requested from and granted by the Service Desk.  Unfortunately, individual users are unable to make organizational associations themselves.  If the association with an agency board or commission is necessary, please let us know by submitting a request to have your account updated.

Users may be associated with more than one organization.  In this case, they can view one organization's submissions at a time.  This view also provides the option for each organization to be followed by a user with multiple organizational view permissions.  Following organizations causes notifications to be sent to the follower for all updates to submissions associated with that organization.  Followers of organizations cannot contribute to a request unless they are the submitter or CC'd on the request.  Only the Requester may solve the request.

Contributions and Following Sections

The contributions and following sections are not currently active.  This article will be updated when and if they become active.