By default, all members of an organization have access to all of that organization's support tickets. To do that, the user must go to the requests page by clicking 'My activities' on the drop-down under the user's name or by going to this page.
There are three subtabs under 'Requests' tab:
- My requests - displays the individual user's tickets. See View your own tickets.
- Requests I'm CC'd on - includes the tickets that the individual user is cc'd on. See View tickets you are cc'd on.
- Organization requests - includes all the tickets that have been requested under an organization. See View your organization's tickets.
View your own tickets
To view the tickets that you have filed, click 'My requests' under 'Requests' tab.
Here, you can only see the tickets that you have filed:
The default view lists all tickets (any status). If you want to view open tickets, tickets that are awaiting your reply, or solved tickets: click on the status drop-down and select the status of the ticket you need to be listed.
View ticket you are cc'd on.
To view the ticket filed which you are cc'd on, click 'Requests I'm CC'd on' under 'Requests' tab.
Here, you can see all the tickets which other users has filed and cc'd you on. This also shows the ticket requester.
View your organization's tickets
To view the tickets that have been filed by other members of your organization, 'Organization requests' under 'Requests' tab. You can change the organization by clicking on the drop-down and selecting one of the listed organization, to list all the tickets under that.
Here, you can see open tickets filed by all members of your organization:
View solved and closed tickets
Since, the default view lists all tickets (any status). If you want to view open tickets, tickets that are awaiting your reply, or solved tickets: click on the status drop-down and select the status of the ticket you need to be listed.
View tickets by ID
You can also view tickets by ID by typing in the ticket number in the search bar.
If you have feedback or questions about this page, add a comment below. If you need help, submit a ticket with Engine Yard Support.
Where do I find this menu? I'm not seeing it anywhere, and would like to access a ticket that I already closed.
Thanks
This doesn't match the current help desk user interface at all. In the new UI, you have to click your username in the top right corner, and then select "my activities"
Hi Kathy, Matt,
Apologies for the delay, the article has now been updated for the portal's current UI.
Regards,
Kevin