My tickets

viewing my tickets on this screen, you will find a list of all tickets opened by you (your user account) you can also track the progress of your ticket, which was created in the experience center tab to access the my tickets screen, follow the steps below click and select the my desk application from the applications menu click on the experience center tab click on the my tickets option in the top menu ticket list the list displays all tickets, with each ticket's details shown in columns ticket the unique identifier number of the ticket in the system service the type of service requested activity the name of the requested activity description the beginning of the request description creation date the date the ticket was created time the final date for the request to be completed sla the number of hours allocated for request completion task the type of task to be performed status the current status of the ticket, which can be in progress open tickets that have not yet been attended to suspended tickets paused by the agent when a ticket is on hold, the remaining time until the deadline stops counting various reasons can lead to a ticket being put on hold, such as missing information or waiting for a response from the requester check with your organization for specific suspension rules canceled tickets canceled by the agent resolved tickets that have been completed reopened tickets that were previously resolved but have been reopened closed fully completed tickets that are no longer active below the ticket list, navigation buttons are available for browsing through pages if there are many tickets in the selected filter, they will be displayed across multiple pages use the page numbers and arrows at the bottom of the screen to navigate between pages ticket search in the upper left corner of the screen, a search box is displayed this can be used to filter tickets by any of the column attributes in the table ticket sorting the sorting menu changes the order in which tickets are displayed in the list you can switch between ascending and descending order this option can be found in the header title of each column in the ticket table, indicated by the "double arrow" icon status filter this filter can be found in the status column, indicated by the filter icon simply click on it to open a small dropdown list with the available options after selecting the status you want to view, click the \[ok] button, and the filter will be applied to the table to reset and return to the full ticket list, click the filter icon again, select reset , and then click \[ok] the filter will be cleared, displaying all open tickets ticket information to view your ticket details click on a ticket from the list a new window will open, displaying detailed information about the request the ticket information will show what was entered during ticket creation and is divided into three menus, represented by icons on the left side of the window side menus information this menu displays requester details ticket number description attachments opening date ticket status comments shows existing comments and also allows you to add, edit, or remove a comment if you are the owner of the comment, you can edit, remove, and reply; if you are not the owner, you can only reply events shows the actions taken on the ticket since its creation header information the header, which remains visible at all times, includes ticket number; responsible person; task; time; action button ( ) cancel option button; close button