My Items

2 min

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.

You can use options such as edit, or escalate, or requesting again, or cancel or reopen request, if Administrator has enabled it for your Service Requests .

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.

My Items

Accessing and Viewing Your Items

Filtering, Searching, and Sorting Items

Adding Notes and Attachments to My Items

Managing and Modifying Service Requests