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ITSM:My Tickets Component in LWR does not show any records

Publish Date: Jul 3, 2026
Description

When an Admin user or an Unified Employee User logs into the Lightning Web Runtime site using the 'Agentforce Employee Center' template, on the home page we have the 'My Tickets' component that is provided out-of-the-box.

Resolution

This is an expected behaviour for Admin users. The 'My Tickets' component will shows the Incident/ Cases/ Service Request records to the UEL users given that the logged-in user reports the same (The Reported By field on the record must have the logged-in user as the value).

Note: There might be a scenario where the logged-in UEL user also might not see the records in the 'My Tickets' component. In such a situation, make sure the user has read access to IsClosed & Priority fields on the Service Request object.

Knowledge Article Number

005388407

 
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