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AR# 64457

How do I View or Change my existing Service Requests?



Once you have opened a Service Request you can do the following from the Xilinx Service Portal:


Note: This Article covers existing Service Requests.

For information on creating a new SR, see (Xilinx Answer 64454)




To View your Existing Open or Closed Service Requests, follow the steps below:

1) Log into your Service Portal at http://www.xilinx.com/support/service-portal.html

2) Click the "MY SERVICE REQUESTS" tab.


By default, all of your SRs are sorted by their creation date.

(You can also use the Query button to search for a specific SR.)

Click the hyperlink in the SR# Field to view the Details of your SR:



Viewing the SRs History and adding notes:

To view the History of an SR (Notes, emails, etc.), open the Service Request Details and scroll down to the History section at the bottom of the page.

You will be able to see correspondence between yourself and the Engineer assigned to the Service Request, as well as notes logged against it.

"Summary" in the Type field here indicates that the note is intended to summarize the most recent status of the SR, so check these notes first.

You can also add a note using the "Add Notes" button.

Note: if you are in contact with the Xilinx agent working on your Service Request via email, it is recommended to reply via email rather than by adding a note.

The most common reason to add a note is if you have just created the Service Request and need to add more information before receiving your initial response.



Currently attached files are listed under the Attachments section.

This is located below the details of your Service Request.


Important: Before using the Service Portal to upload attachments, you will need to either Disable the Pop-up blocker on your browser, or add Xilinx.com to the allowed list in your browser.

To add a new attachment, click "New File".


Please note that the following file types are prohibited:

pif, scr , vbs , com ,bat , exe , cmd , wmf , 3gp , asf , asx , avi , mov , mp4 , mpg , qt , rm , swf , wmv , mp3 , mpa , ra , ram, wav, wma, aac , htm, html

Important: There is an attachment size limit of 300mb.

If your file size is larger than this you will need to use EZMove.

For more details on transferring files with EZMove, see (Xilinx Answer 59617)


Request to Close:

The Request to Close option is at the top of the screen when you view the details of an open Service Request:



Clicking this button opens a comment box where you can give the reason for this request.

Note: Please use this comment box to state clearly that you wish for the case to be closed.

For example:

"Please close, issue has been resolved by X"


Re-open a closed Service Request:


The Re-Open option is at the top of the screen when you view the details of a closed Service Request:


Note: This option can only be used once, within 30 days of a Service Request being closed.

Please only use this functionality to re-open a Service Request if you are experiencing the exact same issue.

If you are experiencing a new issue, please create a new Service Request with the details.


Clicking this button opens a comment box where you can give the reason for re-opening the request.

Please give as much detail as possible as to why the case is being re-opened.


Answer Records:


The Answer Records section is located below the details of your Service Request.

It lists relevant Answer Records from Xilinx.com which have been linked to your SR.

If you are experiencing an issue similar to one you have had previously, check this section in the previous SR as it might contain an Answer Record with the solution to your problem.



Change Requests:


Change Requests are internal Xilinx requests for a feature to be updated in a future version of our tools.

The Change Requests section is located below the details of your Service Request.

It lists Change Requests which have been linked to your SR.

You can see the Request ID, its status, and the "To Be Fixed" information (if available).


AR# 64457
Date 05/14/2015
Status Active
Type General Article
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