Standard Ticket page for Universal Request

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Standard Ticket page for Universal Request

    The Universal Request (UR) standard ticket page in Service Portal allows requesters to view detailed, aggregated information about their universal requests and any associated child department tickets (primary tickets). It provides a consistent UR reference number, a simplified state view, and a comprehensive activity stream, enhancing the requester's experience throughout the lifecycle of the request.

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    Key Features

    • Consistent UR Number: A unique ticket reference number remains the same for the requester even when the request transfers across multiple departments.
    • State Mapping: The UR state reflects a consolidated status derived from the states of all associated primary tickets, showing only the UR state to the requester for simplicity.
    • Activity Stream: Displays a logical, sequential record of comments and attachments from all fulfillers involved with the UR and its primary tickets, ensuring full transparency.
    • Info Region: Configurable to show department-specific fields from the primary ticket, such as "Opened For" or "Subject Person" for HR cases, or "Caller" and "Urgency" for IT incidents.
    • Configurable Layout: The standard ticket page can be customized to control what information and actions are displayed, adapting to different request types and departmental requirements.

    UI Components

    • Header Section: Shows UR request number, creation and update details, and current status; updated time reflects last activity on the primary ticket if present.
    • Number and State: Displays the unique UR number and the current UR state.
    • Short Description: Always visible description submitted with the UR.
    • Actions Region: Includes default actions such as Accept/Reject resolution and Close (closure is allowed only if no active or closed primary tickets exist and UR state is New or In Progress).
    • Info Region: Shows configurable fields from the primary ticket or default UR fields if no primary ticket exists.
    • Tabs Section: Contains tabs such as Activity and Attachments, configurable per primary ticket or default if none exist.
    • Activity Stream: Displays all activities and attachments from the UR and primary tickets sequentially; includes system messages when routing comments are restricted.

    Practical Considerations for ServiceNow Customers

    • Ensure the Page Route map is enabled in Service Portal when upgrading to use the Standard Ticket page for your department to guarantee proper navigation and display.
    • Customize the Standard Ticket page configuration to align with your department’s ticket fields and actions, providing a consistent and clear user experience.
    • Use the consistent UR number and state view to simplify requester communication and reduce confusion when requests span multiple departments.
    • Leverage the activity stream to maintain transparency and comprehensive tracking of all interactions related to the UR and its child tickets.

    The Universal Request standard ticket page enables requesters to view the details of their universal requests from the Service Portal.

    A requester can view the aggregated and simplified view of the UR activity and all activities from one or more child department tickets (primary tickets). Using the UR standard ticket page has the following advantages:
    • A ticket reference number (UR number) that is always consistent for the requester, even when the request is transferred between various departments.
    • The UR state details that is derived from the mapping between the UR states and the states of the primary ticket associated with UR. With this state mapping enabled, the requester sees only the UR state.
    • An activity stream that shows a logical and sequential record of comments to and from any fulfiller who worked on the UR or its primary tickets.
    • An info region that displays department-specific fields of the current primary ticket. For example, configure the page to show Opened For and Subject Person fields from a child HR case, or to show Caller and Urgency fields from a child IT incident.

    The Standard ticket page configuration for UR tickets enables you to determine what you want to display as a view. By default, a Universal Request Standard Ticket configuration is available that you can use and customize. Information displayed in different sections of a standard ticket page depends on the individual request type.
    Note:
    If you are upgrading from a previous release and want to use the Standard Ticket page for your department, ensure that you enable the Page Route map in Service Portal. For more information, see Enable the page route map for standard ticket page.

    Table 1. UI components of Universal Request standard ticket page
    SI # UI Component Information displayed
    1 Header section Displays the information submitted for the Universal Request record, such as the UR request number, created and updated details of the request, and the current status. This section is not a configurable section.

    Updated field displays the details of the last activity time of the primary ticket if it exists. If there is no primary ticket attached, the Updated field displays the last activity time of the Universal Request.
    2 Number Displays the unique UR number that identifies the request.
    3 State Shows the state of the Universal Request.
    4 Short Description Always displays the short description of the Universal Request submitted.
    5 Actions region Actions that are configured as part of the primary ticket page. If the primary ticket does not exist, then the default actions of the Universal Request are displayed.
    The default UR actions are:
    • Accept/Reject resolution: To review the resolution provided and choose to either accept or reject the resolution.
    • Close: To cancel the UR if the UR is no longer required.
      Note:
      An UR can be canceled only if there are no active or closed primary tickets attached to it. Also, the state of UR must be either New or In Progress.
    6 Info region Configurable fields that are part of the primary ticket. If the primary ticket does not exist, then the default fields configured for Universal Request are displayed.
    7 Tabs section Tabs that are configured as part of the primary ticket page. If the primary ticket does not exist, then the default tabs, such as the Activity and Attachments are displayed.
    9 Activity stream Displays the activity and attachments from UR, and all the previously associated primary tickets in a sequential order.

    When a routing agent chooses not to share additional comments or attachments while routing, a system-generated message displays in the header and activity stream. However, the requester can view all comments in the activity stream.

    When a user clicks to view the Standard Ticket page from a department ticket that was previously a primary ticket of the UR, then the Standard Ticket configuration validates and displays a message asking the user to open the latest page that displays only the activity streams and attachments. The following image displays the message containing a link to open the latest activity stream.