Avaya Support: Viewing and Searching for Service Requests

Doc ID    TRNG100061
Version:    2.0
Status:    Published
Published date:    11 Jun 2012
Created Date:    11 Jun 2012


If you are logged in to the Avaya Support web site (https://support.avaya.com ), you can see open and closed Service Requests in two locations: the Support Dashboard or Service Request web pages.

  • In the Dashboard, you will see your 10 most recently opened or closed Service Requests. These include all Service Requests that have been created by you, or in which you are identified as the Primary Contact.
  • In Service Requests, you will see, by default, all open Service Requests associated to Sold Tos to which you have been registered in SSO. You can filter this list to search by other parameters, such as SR Type, Date Created, Contact, Status, Severity, Location, Customer, and more.


To Filter or Search for Service Requests:

  1. Login to the Avaya Support Website (https://support.avaya.com).
  2. Click Service Requests from the top navigation menu.  The web page will open to display all Open Service Requests created within the last 30 days that are associated to your Sold-To sites.
  3. In Search Results, click Show Advanced Filters to expand the view.
  4. In SR Type, click one of the following options: Open SRs, Closed SRs, All SRs. You can also select Include alarm-created, to view system-generated alarms. 
  5. In Date Created, you can define the specific date range in which the Service Requests were opened. Please note that selecting All Time may result in a very large, scrollable list. We recommend that you select Last 30 days or define a specific date range.
  6. In Primary, you can enter the name of the Primary Contact associated with the Service Request, if known. By default, this field is blank. As you type, a list of suggested names will display. Select the correct name from the list.
  7. In Status, you can choose to display Service Requests by a specified status: New, Cancelled, Completed, Assigned, Pending, Unassigned, Monitored, Resolved, Restored, Updated, or Working. When you select Status, a Substatus field also displays, which allows you to further filter your results, if you so choose.
  8. In Severity, you can select to filter Service Requests by Critical, High, Medium or Low.
  9. In Search, you can can further refine your results by selecting one of the following parameters: Sold-To, Created By, Location, SR #, Customer or Product. As you type, a list of suggested values will display. Select the correct value from the list.
  10. When you have finished defining your filters, click Search.


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