---
title: "Viewing a Ticket in the Self-Service Portal"
slug: "ticket-view"
description: "The Ticket View page shows you the details regarding your previously submitted service records."
updated: 2022-10-26T12:22:03Z
published: 2022-10-26T12:22:03Z
canonical: "documentation.sysaid.com/ticket-view"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Viewing a Ticket in the Self-Service Portal

This page shows you the details of a service record you have previously submitted. Based on the way SysAid has been configured, you may add notes, add attachments, and even close and/or reopen the service record.

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/SSPMoreInfo.jpg?sv=2026-02-06&spr=https&st=2026-10-14T13%3A36%3A00Z&se=2026-10-14T14%3A36%3A00Z&sr=c&sp=r&sig=gFkGX8ELyUVzM8sQjUt6%2BNW24lOUCU6CqZCvU76vX7k%3D)

If the SR's Solution field is populated, the Solution appears at the top of the service record.

## Add a note or attachment

To add an attachment, select the Attachments tab and click **Select Attachments** or drag and drop the file into the Attachments area.

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/Attachments.jpg?sv=2026-02-06&spr=https&st=2026-10-14T13%3A36%3A00Z&se=2026-10-14T14%3A36%3A00Z&sr=c&sp=r&sig=gFkGX8ELyUVzM8sQjUt6%2BNW24lOUCU6CqZCvU76vX7k%3D)

To add a note, click **Add note**. Enter your note in the light box, and click **Submit note**.

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/Add_Note.jpg?sv=2026-02-06&spr=https&st=2026-10-14T13%3A36%3A00Z&se=2026-10-14T14%3A36%3A00Z&sr=c&sp=r&sig=gFkGX8ELyUVzM8sQjUt6%2BNW24lOUCU6CqZCvU76vX7k%3D)

## Screen Capture

If you opened the SR using the SysAid Hotkey, SysAid automatically takes a capture of your screen. If your admin included the Screen Capture in the Ticket Info section, a thumbnail of the screen shot is displayed in the SR.

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/ScreenCapture.jpg?sv=2026-02-06&spr=https&st=2026-10-14T13%3A36%3A00Z&se=2026-10-14T14%3A36%3A00Z&sr=c&sp=r&sig=gFkGX8ELyUVzM8sQjUt6%2BNW24lOUCU6CqZCvU76vX7k%3D)

You can click the thumbnail to view a preview of the image. If you want to download the image, click **Download** in the preview window.

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/Preview.jpg?sv=2026-02-06&spr=https&st=2026-10-14T13%3A36%3A00Z&se=2026-10-14T14%3A36%3A00Z&sr=c&sp=r&sig=gFkGX8ELyUVzM8sQjUt6%2BNW24lOUCU6CqZCvU76vX7k%3D)

## Close/Reopen an SR

To close a service record, check **Close ticket**. When prompted, click **OK**.

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/ReopenNote.jpg?sv=2026-02-06&spr=https&st=2026-10-14T13%3A36%3A00Z&se=2026-10-14T14%3A36%3A00Z&sr=c&sp=r&sig=gFkGX8ELyUVzM8sQjUt6%2BNW24lOUCU6CqZCvU76vX7k%3D)

To reopen a closed service record, click **Reopen ticket**. Enter the reason for reopening the SR the light box, and click **Submit note**.