My Tickets
My Tickets is the customer-facing variant of Tickets List. It only shows tickets where the signed-in user is the requester, hides agent-only columns, and never exposes internal notes.
Accessing the Page
Section titled “Accessing the Page”- Route:
/service-desk/my/tickets - Menu path: Service Desk → My Tickets (external audience only)
- Primary audience: External account users. Internal users still see the list if they navigate directly, but the filter is identical to “tickets I am the requester of”.
What you can do here
Section titled “What you can do here”- Search and filter your tickets by status, priority, and overdue.
- Open a ticket to read or reply via My Ticket Detail.
- Open a new ticket via New Ticket →
/service-desk/my/tickets/new.
Differences from the internal Tickets List
Section titled “Differences from the internal Tickets List”| Aspect | Internal list | My Tickets |
|---|---|---|
| Visible columns | Ticket #, Subject, Status, Priority, Requester, Assigned agent, Source, Created, Updated | Ticket #, Subject, Status, Priority, Created, Updated |
| Source filter | Yes | No |
| Assigned-agent filter | Yes | No |
| Internal notes in thread preview | Visible | Hidden |
- The list is hard-scoped to
requester_user_id = current user. Tickets where the requester is a different account user are not visible even if the two users share an account. - External users can only create tickets through the external create form at
/service-desk/my/tickets/new, which forcesrequesterType = accountandsource = portal. - Closed tickets remain visible indefinitely; there is no archive cutoff.
Related Pages
Section titled “Related Pages”- My Ticket Detail — open a single ticket.
- Create Ticket — same form, external mode.