To view tickets submitted by other users you need the "Agent" role in Digital Workplace Catalog.
If you submitted the request yourself, you should be able to view it regardless.
There is some information about it in the documentation, see link below.
Before you begin
In Digital Workplace, enable the Agent user role, with Service agent permission level and sbe-agents permission group, to see the service requests that are created by other users. For more information, see the related topics.