The All Tickets panel contains a list of all tickets currently stored in the system. You can filter the All Tickets list to locate tickets not included in your ticket task list (My Tickets), and view and/or work on tickets and add them to your ticket task assignment list pending your available access rights.
To filter the All Tickets list:
From the Tasks tab, select filter items from the All Tickets panel, and then click Find. The results list is updated to reflect filter selection.
From the All Tickets list, locate the ticket you want to view or work on, and then click the ticket identification number. The Ticket Details pane is displayed (Tickets tab).
To work on the selected ticket, from the Ticket Details pane, click Work on Ticket (or Reopen Ticket if the ticket is closed) in the Next Steps panel, and then continue with customer or ticket summary modifications as necessary.
Once you click Work on Ticket (or Reopen Ticket if the ticket is closed), the ticket ownership is updated in the Ticket Summary and the ticket is added to your ticket task list (My Tickets panel). To release ownership pf the ticket, click Release Ticket in the Next Steps panel.
