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Submit a service request

The self-service portal lets you run a piece of automation yourself (request a report, kick off a process, ask for a restore) by filling in a short form. You don't need to know anything about the workflows behind it.

What this solves

When you need routine automation run (a report, a restore, a process kicked off), waiting on the automation team by email or ticket is slow, and there's no safe way to do it yourself.

Find and submit a request​

To submit a service request, complete the following steps:

  1. Go to Self Service. You'll see the requests available in your environment, grouped into sections by category. Requests that aren't in a category are gathered into a General section at the end. The order of the sections, the order of the cards inside them and any colour a section is tinted are all set by whoever administers the catalog — so the page is arranged for the way your team works rather than alphabetically.
  2. Find the one you need. You have two ways:
    • The search picker at the top lists every request you can use. Type to narrow the list, then choose a name — that opens the request. Clear the picker to go back to the whole page.
    • The tag pills narrow the page. Select more than one and you'll see requests carrying any of those tags.
  3. Select a request's card to open it. Its details open over the page, so the filters you set stay as they are. Read any guidance shown at the top.
  4. Fill in the fields, then select Submit. Where a field offers a list of options, pick one from the list — typing is there to narrow a long list, not to enter your own value.
  5. Confirm when prompted. You'll see a message telling you whether it was submitted successfully.
A list field can show text it will not submit

If you have already picked an option from a list and then type over it, the field keeps showing what you typed while the request still submits the option you picked — so what you see may not be what you send. Type to narrow the list, then pick from it. To leave an optional field empty, use its clear control rather than deleting the text.

Good to know
  • You only see requests that have been made available in your environment: if something's missing, ask the team that publishes requests to deploy it there.
  • A successful submission means your request was accepted and the automation has been kicked off, and the actual work then runs in the background.
  • If part of your request failed, don't submit it again — the rest of it ran, so a second submission would run those parts twice. The message tells you which parts failed; take it to your automation team.
  • If you see Request Outcome Unknown, no answer came back in time and some of the request may already have run. Don't resubmit on the assumption that nothing happened — ask your automation team to check before you try again.
  • Each card shows the request's name, the notes whoever published it wrote, and its tags. Past three tags, the rest are counted as a +N chip.
  • A request link you've bookmarked still works and opens straight to that request. Closing it leaves you on the full page.
  • If you see Request Failed with permission.denied, nothing was sent. Your role is missing a permission one of the request's steps needs. The message doesn't say which, so take the request's name to your administrator. Not available in this environment on a request you can see means your role can't submit requests from that part of the catalog.
  • A request shown greyed out with a tooltip is currently switched off by whoever publishes it — it will come back. One with a warning icon is still usable, but the check behind it didn't run, so mention it to your automation team.

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