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Secure Connect Gateway 5.x — Virtual Edition User's Guide

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Service requests

The Service requests page displays information about only the open service requests that were created for the managed devices. Though secure connect gateway automatically creates service requests when an issue is detected, a service request can also be created over an email, telephone, chat, or from TechDirect. For devices with a ProSupport, ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract, the service request status is displayed irrespective of the source from which the service request was created.

NOTE:For devices with a Basic service contract, a temporary service request without a service request ID is created and displayed on the Service requests page. However, the service request is automatically deleted from secure connect gateway after a few days.

By default, the service requests are grouped under their respective device name or device IP address. The last refreshed date and time that is displayed in the group header indicates when the service request information was last retrieved from the backend.

You can switch between grid and tabular views to view the following information regarding service requests:

  • Service request ID
  • Number of days since when the service request was created
  • Name or IP address of the device for which the service request was created
  • Service request title
  • Source from which the service request was created
  • Service request status
  • Service Tag or serial number of the device

Use the column level filters in the tabular view to customize the information that is displayed. Click Filter to view the service requests based on the device type and the service request status.

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