Standard ticket page
Summarize
Summary of Standard Ticket Page
The Standard Ticket Page provides a unified view for submitted requests, ensuring a consistent layout across different request types. New instances come with this page enabled by default, while upgraded instances require activation of the Standard Ticket Route page map.
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Key Features
- Header Section: Displays identification number, creation and update dates, and ticket status, which can be customized to show alternate state fields.
- Info Section: Includes a ticket description region and associated fields, which will only appear if they have values and user access.
- Actions Region: Offers access to tabs like Activity, Attachments, Variable editor, and Variable summarizer for detailed request management.
- Associated Requests: Shows all related requests for current tickets, useful for managing universal or non-universal requests.
- Cross-Scope Application Configurations: Requires specific access privileges and configurations for proper functionality within cross-scope applications.
- Domain Separation: Ensures ticket configurations are process domain-separated, checking configurations in a specific order based on user domains.
Key Outcomes
By configuring the Standard Ticket Page, ServiceNow customers can enhance user experience by providing a consistent, easy-to-navigate interface for reviewing submitted requests. This functionality supports better tracking and management of individual requests, leading to more efficient service delivery.
Configure individual request types to display the request-specific information, while still having a consistent layout that is similar to other request types. This configuration verifies a consistent experience when viewing submitted requests.
For new instances, the standard ticket page is available by default. For upgraded instances, you must activate the Standard Ticket Route page route map. For information about activating this page route map, see Activate the page route map for the standard ticket page.
The information displayed in each section of a standard ticket page depends on the individual request type. If a configurable section has no specified values or if a user doesn’t have access to the information, it isn’t visible.
Header section
- Identification number
- Created and updated dates
- State. Instead of the State field, you can also configure any other field that represents the state of the ticket.
Info section
- Ticket description region with the short description, and optionally the
description.Note:You can map the Description field to any other field on the record.
- Fields region where the associated fields are configured. A configured field isn’t visible when it has no value or when a user doesn’t have access to the field.Note:A field of the workflow type isn’t supported for any table. Only for the Requested Item [sc_req_item] table, the workflow type field is supported, for example, the Stage field. This field is displayed at the last irrespective of the field position in the configuration.
- Actions region
Tabs section
- Activity
- Attachments
- Variable editor
- Variable summarizer
- Associated Requests. Displays all associated requests (visible in the My Requests widget in Service Portal) for which the current ticket is the parent. It’s applicable in any of the following scenarios:
- If the current ticket is a universal request, then all requests associated (through the Parent field on the task table) with child tickets of the universal request are displayed.
- If the current ticket isn’t a universal request, then all requests associated (through the Parent field on the task table) with the current ticket are displayed.
For information on defining filters for the My Requests widget, see Define filters for My Requests.
- Custom tab
By default, the Activity and Attachments tabs are available.
Configurations for a cross-scope application
- Restricted caller access privileges for the following standard ticket page widgets so that these widgets can access the application tables. For information about these privileges, see Application access settings.
- Widget: Standard Ticket Header
- Widget: Standard Ticket Attachments
- Widget: Standard Ticket Tab
- Restricted caller access privileges for the Description field in the application. This field is displayed on the standard ticket page header.
- Page route map to route all the requests of that application to the standard ticket page
Domain separation for a standard ticket page
Tab configurations aren’t domain-separated.
Ticket configurations are process domain-separated. For any request type record, when a user opens the standard ticket page, it checks for ticket configurations in the following order irrespective of the user's domain:
- In the record’s domain
- Ticket configurations for the record table
- Ticket configurations for the parent table of the record table
- In the record domain’s parent hierarchy
- Ticket configurations for the record table
- Ticket configurations for the parent table of the record table