Track And Update Your Request

This page covers My Tickets: finding a ticket, reading its progress, adding an update, attaching a file, and marking a request as no longer needed.

What you can and cannot see

My Tickets shows tickets you submitted, and tickets where you are an active copied person or participant. Nothing else. See Ownership and participants for what those relationships mean.

Inside a ticket you see its status, what you submitted, its active files, and the public conversation. Staff also write internal notes on tickets. Those are not shown to you and are not marked as missing. A gap in the conversation does not tell you anything about internal discussion.

Find and read a ticket

Open My Tickets — the requester workspace, headed Current ticket work.
Start in the All open tickets lane. Switch lanes when one matches what you are looking for: I'm a CC / watcher, I'm a requested participant, or Recently updated. A Show closed tickets toggle brings finished ones back into view. You can also narrow by Department scope.
Search by title or ticket reference. Search stays inside tickets you can already open from this workspace.
Open a ticket with Open ticket. Each card shows its reference, status, Your role (for example Requested by you), the current owner, and who is copied.

The lanes describe facts about the ticket. They do not say who owes the next action.

Inside a ticket, the requester view is plain-language and read-first. A status banner tells you where things stand — for example This ticket is with the team — and the page is laid out as What matters most right now (reference, project, your role, owner, status), What you asked for (your original request), Request answers you sent with this ticket, Files and screenshots, and the update conversation. The copied people on your own ticket are shown to you by name while they are active on it. Manage next to the copied people lets you adjust who is copied.

Add an update

Updates you write are public. They can be read by the requester, by staff working the ticket, and by anyone else with access to it. You cannot write an internal note from here.

Find Share updates with the team near the foot of the ticket — the Conversation area, headed Share the next useful update and labelled Add an update.
Write the update in the editor there. It notes that you can edit your own update for a short time after posting.
To include a picture, use the update editor's image control. Do not try to attach an ordinary file and have it appear inline.
Wait for any picture upload to finish.
Select Post update once.
Check that the update appears in the conversation.
To correct a mistake, use Edit your update if it is still offered. You can edit only your own recent update. The product marks it as edited, and View changes shows the version from just before your edit alongside the current one. Only that one earlier version is kept: if you edit the same update more than once, earlier drafts of it are no longer shown.

If you close the page mid-update, the product may offer the unsent text back in the same browser. If it tells you a picture upload was interrupted, insert the picture again before posting.

Attach a file

In Files and screenshots, select Show downloads.
To read an existing file, check its name before downloading it.
To add one, select Share a file or screenshot and choose the file.
The file must be 10 megabytes (MB) or smaller, and must be an image, a PDF, plain text, a zip archive, or a supported Microsoft Office document.
The ticket's active files must total 50 MB or less after the upload.
Select Upload file once and wait for the success message.
Check that the file appears in the list.

A file you attach here is visible inside the ticket. It is not automatically released to a separately enrolled external participant. Pictures you paste into an update use a different path and are checked separately. The two are not interchangeable.

Staff cannot routinely delete a file you uploaded. The product treats it as evidence you submitted and blocks ordinary deletion of it. Removing it is a separate administrative task, not something an agent does in the course of work.

Mark a request as no longer needed

Use this when you want the team to stop work.

Whether you can do this at all depends on the service's workflow. Cancelling is a workflow move, and a requester can make it only when the workflow behind the service this ticket was raised for offers that move to the requester at the ticket's current status. Two tickets raised on different services can therefore differ: one shows the action, the other never will. If it is absent, that is the workflow's design, not an error.

Open the ticket. In Current status, look for the no-longer-needed action. If it is not there, stop — the service's workflow does not offer you that move from where the ticket is now.
Read Stop work on this ticket?.
Answer every question the product asks.
Select Yes, this ticket is no longer needed once.
Check the success message and the new status before leaving the page.

Only the person who submitted the ticket can do this. It changes the ticket's status. It does not delete the ticket or its history, and the ticket stays in My Tickets.

If it does not work

A ticket you expected is missing. Do not try other references. Ask through your normal business channel whether you are meant to have access.
An update fails to post. Do not post repeatedly. Check whether it appeared, then try once more.
A file is rejected. Fix the size, type, or content problem the product reports. Do not rename the file to get past the check.
You are unsure whether an upload worked. Refresh the file list before trying again.
The ticket changed while the confirmation was open. Reload and read the current status before acting.