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17.6. Review Service Request Submissions and Linked Tickets
Track everything clients submit through AlgaPSA service requests, see the resulting ticket or workflow, and troubleshoot submissions that failed to execute.
Once a request is published, every client submission is recorded against it so you can see what came in and whether it was processed.
- Navigate to Service Requests and open the request.
- Go to the Submissions section.
If nothing has come in yet, the submissions list is empty.
Reading a Submission:
Each submission lists when it was submitted and its execution status. Click View Detail to open the full record, which includes:
- Submission ID: the unique identifier for the submission.
- Requester User: the portal user who submitted it.
- Client and Contact: who the request is for.
- Ticket Reference: the ticket created from the submission (you can open it directly).
- Workflow Reference: the workflow run, if the request triggers one.
- Execution Error: an error message, if the submission failed to create its ticket or run its workflow.
Troubleshooting Failed Submissions:
If a submission shows an Execution Error, it means the request was received but the ticket or workflow couldn't be created automatically. This usually points to a routing problem — for example, a board, status, or priority that was changed or removed after the request was published. Review the request's Ticket Routing Configuration (see 17.4. Configure Ticket Routing) and re-publish to correct it.
Tip: Clients can also see the status of their own submissions in the portal, including whether a ticket was created — see 17.7. How Clients Submit Service Requests.