Using Filters to Find and View Support Tickets in the HERE Support Portal

Customer Symptoms

You want to:

View support tickets related to your account.
Narrow ticket results using filters.
Find tickets created by other users in your organization.
View tickets you are watching.
Search for a specific ticket by number or title.

Cause
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By default, the Support Portal displays only the tickets created by the currently signed-in user. Organizations that have account-wide ticket visibility enabled can view tickets submitted by other users within the same account.

Expected Behavior
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### Default View

When you open the Support Portal, you will see support tickets that you personally created.

### Organizations with Account-Wide Visibility

1. If your organization has been configured to allow viewing all tickets within the account:
2. Remove your name from the Contact filter by selecting the X next to your name.
3. Select the Search (magnifying glass) icon.
4. The portal displays all tickets associated with your account.

Available Filters
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You can filter ticket results using one or more of the following fields:

Contact
State
Severity
Support Category
Ticket Category
Issue Type

### To Apply Filters

1. Select one or more filter criteria.
2. Select the Search (magnifying glass) icon located next to the Reset button.
3. Review the filtered ticket results.

Viewing Watched Tickets
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For organizations that have account-wide ticket visibility enabled:

A Watched by me toggle is available.
Enable this option to display tickets where you have been added as a watcher.

Resetting Filters
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To return to the default ticket view:

1. Select Reset.
2. All active filters are removed.
3. The portal returns to displaying tickets created by you.

Searching for a Specific Ticket
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You can locate a ticket directly by entering:

The support ticket number, or
Text contained in the ticket title.

The search results will display matching tickets.

Impact
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Understanding and using filters can help users:

Find tickets faster.
Track open and closed cases more efficiently.
View organizational tickets where account-level visibility is enabled.
* Monitor tickets they follow as watchers.

Keywords / Tags
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