Skip to main content

My Work

My Work groups the three personal views in BEAK ITSM — My Overview, Assigned to Me, and My Queue — into one place where every agent can track the tickets that concern them across all ticket types. Each view shares the same filtering, search, and column controls, so you can move between them without relearning the layout.

The Three Views​

  • My Overview (/itsm/my-tickets) — Overview of tickets you created or were requested for, across all ticket types. Summary cards show your Open, Closed, and Reopened ticket counts at a glance.
  • Assigned to Me (/itsm/assigned-to-me) — Active tickets assigned to you, across all ticket types.
  • My Queue (/itsm/my-queue) — Unassigned tickets in your queue categories, waiting to be picked up.

Each view shares the same core controls:

  • Search — Free-text search across the tickets in the current view.
  • Status — Filter by ticket status such as Open, In Progress, or Resolved. Available on My Overview and Assigned to Me.
  • Type — Filter by ticket type: Ticket, Incident, Service Request, Problem, or Change.
  • Severity — Filter by severity level.
  • Assigned User Group — Limit results to a specific queue or team.
  • Location — Filter by the requester or resolver location.
  • All Workspaces — Scope to a specific workspace or show all. Available on My Queue.
  • Time range — Scope the view to a period, or show all time (defaults to All Time).

Ticket Columns​

All three views use the same unified ticket grid, spanning every ticket type (Ticket, Service Request, Incident, and so on). The grid surfaces the key fields for triage and prioritization:

  • Actions — Per-row controls for the ticket.
  • Ticket ID and Ticket Name — The ticket identifier and title.
  • Description — The ticket summary.
  • Type — The ticket type.
  • Severity — The severity level.
  • SLA Overdue Time — Time the ticket is past its SLA.
  • Response SLA Breached and Resolution SLA Breached — SLA breach flags.
  • Source and Sub-Source — How the ticket was raised.
  • Category and Sub-Category — The ticket classification.
  • Ticket Status — The current lifecycle status.
  • Assigned User and Assigned User Group — The resolving agent and queue.
  • Location — The associated location.
  • Occurred On and Target Date — When the ticket was raised and its SLA target.

Use More to page through additional results.

Note: My Overview includes tickets where you are the requester or the "requested for" user, so requests raised on your behalf appear here even when another agent owns them.