My Items

the my items workspace helps you track all the service requests and incidents you have submitted you can monitor their status through a progress bar that shows these stages draft submitted in progress active, waiting for customer, approved, waiting for 3rd party, in procurement fulfilled closed when a service request is in the in progress state, its detailed progress is indicated by sub statuses such as active , waiting for customer , approved , waiting for 3rd party , and in procurement these sub statuses are visible only on the service request card and do not appear on the status tab in addition to tracking status, you can add notes, attachments, and submit new service requests or incidents directly from this workspace depending on administrator configuration, you may also be able to edit, cancel, escalate, request again, or reopen items accessing and viewing your items log in to from the left menu, select my items the list of records appears my items main page click a record to open and view the details the page displays the following tabs status shows the current status draft , submitted , in progress , fulfilled , closed details displays key information, such as identifiers, dates, descriptions, and related actions attachments lists files added to the record filtering, searching, and sorting items you can refine the list of items using search, filter, and sort options search enter a keyword in the search my items field and click the search icon filter click filter and choose one of the following all view all items approval view approved items incidents view raised items service requests view raised service requests the page displays filtered items based on your selection sort by click and choose from the following options created on asc des created on ascending or descending order modified on asc asc modified on ascending or descending order id item number status based on the item status the page updates to display items based on your selection adding notes and attachments to my items starting with release 2026 1, you can add notes to any business objects only if an administrator has configured a trigger business rule to enable note creation in the self service page to add a note to a service request or an incident in my items workspace, select the record you want to update on the status tab, under notes , enter your comments click add note you can add notes to in progress requests or incidents, but only before the incident is closed once added, notes cannot be deleted notes added by admin role are visible in the notes section for tracking and collaboration to add an attachment in my items workspace, click the record you want to update the list of records appears my items main page on the attachment tab, click add attachments select a file or drag and drop it onto the page you can add multiple attachments to in progress requests or incidents to view the attachment, click ellipsis icon, and click view attachment to download and view the file to delete an attachment, click ellipsis icon, click the delete attachment the confirmation dialog appears to delete the delete option is available only if administrator has enabled, else the option is grayed out updating in progress service requests and logged incidents you can update a service request or incident that is in progress by adding a note or an attachment these additions will be part of the record and cannot be removed all updates become permanent parts of the incident record in my items workspace, click the service request click the status tab, enter your note, and then click add note to add an attachment, under attachment tab, click add attachments , and select a file the note and attachment appear with a time stamp when you reopen the request to update logged incident, in the status section, enter your note and click add note managing and modifying service requests you can use options such as edit, or escalate, or requesting again, or cancel or reopen request, if has enabled it for your edit, escalate, cancel, request again, or reopen service requests my items main page from the left menu, select my items the service requests are displayed open the required service request based on the your requirement, perform one of the following edit request select edit request , allows you to add or modify the existing details in the submitted request click edit to confirm, make the necessary changes and click submit you can edit requests that are in draft , submitted , or in progress and it's sub statuses cancel request select cancel request , allows you to permanently closes the submitted request click yes to delete the submitted request you can cancel requests that are in draft , or submitted , or in progress and it's sub statuses escalate select escalate , allows you to flag the requests for higher priority it allows you to indicate that a request requires elevated attention the confirmation window appears, enter a brief note in the dialog box and click escalate request again select request again , allows you to create a new request based on a on a previously completed request when selected, the system creates a new request and populates applicable field values from the original request to reduce data entry review the message indicating that a new ticket id will be generated, click confirm to proceed you can request again that are in submitted , or in progress and it's sub statuses, or fulfilled or closed state my items main page reopen request select reopen request , allows you to reopen the request once again that are resolved make sure that the reopen request button is enabled enter reason in the window for reopening the request and click reopen after submission, the status changes to submitted state you can reopen requests that are in fulfilled or closed state once the request moves to a closed state again, the system removes the reopen option, preventing repeated reopening of the request