VA only shows req item ticket

[SHALIKAS]

When I am asking the VA from the topic 'Check my ticket status'. It is asking me whether I want to know incident or req item ticket and then shows the status for incident or req_item ticket as attached in first screenshot.
But when I chat with the VA saying check my ticket status then in that case it shows me only the req_item ticket. Why it is not showing the incident ticket

[GlideFather]

Hi @SHALIKAS,

your screenshot doesn't display the output with RITMs, could you possibly review and provide more details?

Also, is it something that stopped working or never worked and you are tuning it now? 

It seems impossible to help you without seeing the topic or other VA configurations :((