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How to update a Workspace ONE Support Request in the My Workspace ONE portal (78834)

Last Updated: 7/13/2021Categories: InformationalTotal Views: 5420Language:
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Purpose

This resource provides instructions on how to update a Support Request (SR or ticket) for the Workspace ONE product in the My Workspace ONE portal.

Resolution

Prerequisites

To update a technical Support Request for Workspace ONE, you must be listed as an AW Technical Admin for your company's account in the My Workspace ONE portal.  For details on the requirements for this role, please view How to access VMware Workspace ONE Support.

Best Practices

The fastest and most effective method to update your Support Request is through the My Workspace ONE portal. Your engineer will receive a notification regarding your request and respond shortly.

Instructions

In order to update an existing Support Request, please start at the Menu icon located on the top left of the page.

Click on the Support tab and select My Requests. This will redirect you to a new page.

You will have three filter options to view:

All Open Requests

Requests that Need your Attention

Solved Requests

Click on All Open Requests and select the applicable Support Request number. This will redirect you to a new page which allows you to:

Upload Files

Update Request

Close the Support Request

Re-open Support Request

View all responses

Additional details on these functions:

Upload Files

To add an attachment, click Attach a file. This will open a new window, where you can click Add File to add files. You can also drag and drop file(s) into this box. While the file upload is in progress, you can click on the X (cancel upload) button next to the progress bar to cancel that particular file upload. Once the file upload process is complete, click on the Close button. To add more files, click on Add File.

Update Request

Please use this function to add an additional note for the Support Engineer or to provide any additional information that may help the support team diagnose the issue and provide a solution. Be sure to click Update Request.

Closing the Support Request

Provide information about why you want to close the Support Request. If the issue was resolved, provide information on how it was resolved. Select I want to Close Support Request.
Click Submit.
Note: You may request to reopen a Support Request within 21 days of the close date.

Reopening a closed Support Request

You can reopen a Support Request that has been closed within the past 21 days.
To reopen a Support Request, click Solved Requests and select the Support Request number.
Provide information about why you need to reopen your Support Request, and click Update Request.

Reviewing all Support Request responses

When you select a Support Request, the Support Request details display by default. Under responses, you can find all the responses.

Increasing Severity

Note: You may request an escalation to Severity 1 or 2 via Workspace ONE Chat (please reference this article for additional details on how to access Chat). Our Chat team is available 24 hours a day, 7 days a week to assist with uplift requests and other simple technical requests.

Related Information

If you are currently unable to access your Support Requests, please refer to this resource: Unable to submit Workspace ONE Support Requests or access Workspace ONE Chat.

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