--- title: Reporting Incidents and Submitting Requests slug: neurons-for-itsm/self-service-help/eng/latest/reporting-incidents-and-submitting-requests docTags: createdAt: 2026-06-25T14:18:57.635Z --- You can report incidents or submit requests/raise a ticket from the Self Service Mobile portal. A service request is a request for a service, such as a conference room reservation, or a new email account. An issue is an interruption of service such as an account lockout, or printer not working. On some devices, the Service Catalogue is viewable as a list or in tiles. Toggle the view by tapping the list view icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/Gjikad-xrqWuE9KuYZiB1_list-icon16x12.png" alt caption size="10" width="16" height="12"} or the tile view :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/ilNLDfjUc1SnCo44VWfEG_tile-icon16x11.png" alt caption size="10" width="16" height="11"} icon in the upper-right area of the page. Note that the tile view displays items in large tiles, which take up more space and list fewer items on the screen. When filling out a service request, you have the option of saving it as a draft to complete and submit later. Un-submitted requests will appear as Drafts at the top right of the page. ## Using the Service Catalogue workspace Use the Service Catalogue workspace to submit a service request or report an issue/incident. The Service Catalogue workspace lists all the Services offered by your organisation. To browse and find Service Offerings, you can use one of the option: - **Filter by category**: Select an option from the **Filter Options** list. You can filter by department, **Most Popular**, and **Favourite** (lists services that are marked as favourite). - **Search**: Enter a keyword in the Search bar and press ENTER, records matching the keyword are displayed. ### Working with the Favourites The Favourites category lists all services that you have added to the Favourites, they appear in the top of the list. - To view all services added to the Favourites, select the Favourites option from the **Filter Options**. - To add a service to the Favourites, from the Service Catalogue workspace, tap the Favourites icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/ic48EuZtt34UN6q_onw70_favorites-disabled.png" alt caption size="10" width="16" height="13"}. The Favourites icon changes to :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/xpX-P8Q-ZOYDMJkn9enRx_favorites-selected.png" alt caption size="10" width="16" height="14"}, you will get a pop-up message that the selected service is added to Favourites and the service is moved to the top of the list along with other services that are already added to Favourites. :::hint{type="info"} The Favourites feature is available only in the Self Service Mobile portal and if your administrator has enabled it. ::: :::ExpandableHeading ## To create a service request 1. Tap the Service Catalogue :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/5IpO-Hz7tAkSbqOO97RDH_servicecatalogicon.png" alt caption size="10" width="10" height="11"} icon. 2. Tap the drop-down list at the top of the page to view available categories. On smart phones, you may have to tap the filter icon in the upper right to access this list. 3. Select a category, then swipe through the listed offerings to find the one you want. Tap the offering, then tap **Request**. A form is displayed. 4. Fill in the form fields, then tap **Review & Submit**. 5. Review the accuracy of the information, then tap **Save for Later**, **Submit**, or **Edit**. Saving for later displays the request as a draft at the top right of the page. When you’re ready to submit the draft, open it and submit it at that time. ::: :::ExpandableHeading ## To report an incident 1. Tap the Service Catalogue :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/5IpO-Hz7tAkSbqOO97RDH_servicecatalogicon.png" alt caption size="10" width="10" height="11"} icon. 2. Tap the drop-down list at the top of the page, then tap **Report New Incident**. On smart phones, you may have to tap the filter icon in the upper right to access this list. 3. Swipe through the listed issues to find one that matches your problem. Tap the issue, then tap **Request**. A form opens. 4. Fill in the form fields. If it's configured, a **Related Items** panel will appear listing FAQs or articles related to your issue. Those documents may provide a solution—if so, tap **Resolve**. If not, close the panel, fill in the form, and tap **Save Incident**. ::: ::::ExpandableHeading ## To update a logged incident To help the Service Desk or Help Desk resolve an incident, you may need to add a note or attachment to it. You can only do so after logging the incident. Once you add a note or an attachment, it becomes a permanent part of the incident record that you can't delete. From an iOS device, you can attach only one item. Depending on your application configuration, you may be limited to the types of files (such as .MOV) that you can attach. 1. Tap the :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/rxM49SoGY1isCv5VrVRGl_myitemsicon.png" alt caption size="10" width="16" height="16"} icon to open **My Items**. A list of your open items appears. 2. Find the logged incident, then tap to open. 3. To attach a file or photo: In the **Attachments** section, tap **Browse** to find a file. Select the file and tap **Save**. Note that the attachable files you see will depend on your installed apps or the viewing capabilities of your device. 4. To add a note: In the **New Notes** section, tap the text box and enter a note. Once finished, tap **Save**. :::hint{type="info"} **Attaching a photo using an iOS device's camera** Privacy settings on iOS devices using Safari may prevent you from using the camera function. The camera opens, but the screen remains blank and only the Cancel button is enabled. If this occurs, re-enable the camera function by going to **Settings > Privacy > Camera** on your Apple device. Turn on access to the camera for Safari. ::: ::::