---
title: My Items
slug: neurons-for-itsm/self-service-help/enu/latest/my-items
createdAt: 2026-06-26T14:41:59.715Z
---

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.

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### Accessing and Viewing Your Items

1. Log in to Neurons for ITSM.
2. From the left menu, select **My Items**.

The list of records appears.

![my items main page](https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/9Q-mHDXwOZ14KcMb7aAEr_my-items-uiv3-mainpage.png "my items main page")

3. Click a record to open and view the details.

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The page displays the following tabs:
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**Status** - Shows the current status: **Draft**, **Submitted**, **In Progress**, **Fulfilled**, **Closed**.
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** Details** - Displays key information, such as identifiers, dates, descriptions, and related actions.
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**Attachments** - Lists files added to the record.
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### 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 :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/Zl0j0bu42OROTClkp7xc__search-icon14x13.png" alt caption size="10" width="14" height="13"} 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.

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The page displays filtered items based on your selection.
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- **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.

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The page updates to display items based on your selection.
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### Adding Notes and Attachments to My Items

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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.
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To add a note to a service request or an incident:

1. In **My Items** workspace, select the record you want to update.
2. On the **Status** tab, under **Notes** , enter your comments.
3. 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

1. In **My Items** workspace, click the record you want to update.

The list of records appears.

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/lbU1_7CGqQrmgIDfQnlv-_my-items-attachments.png" size="80" caption="my items main page" alt="my items main page" isUploading="false" width="1173" height="976" darkWidth="1173" darkHeight="976" showCaption="true"}

2. 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.
3. To view the attachment, click ellipsis :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/j4vOSYSrEGrIg5KAM_1B6_ellipse-icon15x15.png" alt caption size="10" width="15" height="15"} icon, and click **View Attachment** to download and view the file.
4. To delete an attachment, click ellipsis :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/j4vOSYSrEGrIg5KAM_1B6_ellipse-icon15x15.png" alt caption size="10" width="15" height="15"} icon, click the **Delete Attachment**.

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The confirmation dialog appears to delete.
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The delete option is available only if administrator has enabled, else the option is grayed out.
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**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.

1. In **My Items** workspace, click the service request.
2. Click the **Status** tab, enter your note, and then click **Add Note**.
3. To add an attachment, under **Attachment** tab, click **Add Attachments**, and select a file.

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The note and attachment appear with a time stamp when you reopen the request.
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4. To update logged incident, in the **Status** section, enter your note and click **Add Note**.
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### Managing and Modifying Service Requests

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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 .
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**Edit, Escalate, Cancel, Request Again, or Reopen Service Requests**

![my items main page](https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/p9L-XOwh7KAHzs9u0FhtD_managing-service-request.png "my items main page")

1. From the left menu, select **My Items**.

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The service requests are displayed.
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2. Open the required service request.
3. 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**.

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   You can edit requests that are in **Draft** , **Submitted**, or **In progress** and it's sub-statuses.
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   - **Cancel Request** - Select **Cancel Request**, allows you to permanently closes the submitted request.
     - Click **Yes** to delete the submitted request.

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   You can cancel requests that are in **Draft**, or **Submitted**, or **In progress** and it's sub-statuses.
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   - **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.

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   You can request again that are in **Submitted**, or **In progress** and it's sub-statuses, or **Fulfilled** or **Closed** state.
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![my items main page](https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/bkjj7z-905b0P23RQ_Z8I_managing-service-request-reopen-request.png "my items main page")

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**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.
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Enter reason in the window for reopening the request and click **Reopen**. After submission, the status changes to **Submitted** state.
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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.
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