Standard ticket page

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Standard ticket page

    The Standard Ticket Page in ServiceNow provides a consistent, customizable interface for users to view submitted requests across various request types. This page is enabled by default in new instances, while upgraded instances require activation of the Standard Ticket Route page route map to redirect ticket views accordingly.

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    Key Features

    • Header Section: Displays identification number, creation and update dates, and state or a configurable state-equivalent field.
    • Info Section: Shows ticket description (short description and optionally full description), associated fields (visible only if populated and accessible by the user), and actions. Workflow-type fields are generally unsupported except for specific cases like the Stage field on the Requested Item [screqitem] table.
    • Tabs Section: Includes default tabs such as Activity and Attachments, with optional tabs like Variable Editor, Variable Summarizer, and Associated Requests. The Associated Requests tab displays child requests related to the current ticket, supporting both universal and non-universal request scenarios.
    • Custom Tab Configuration: Allows further customization of tabs beyond defaults.
    • Cross-scope Application Support: Requires restricted caller access privileges for standard ticket page widgets and the Description field, proper page route mapping, and domain separation considerations to manage ticket configurations effectively.

    Key Outcomes

    • Users gain a uniform and streamlined experience when viewing requests, improving usability and efficiency.
    • Administrators can tailor the ticket page display per request type, ensuring relevant and accessible information is shown while maintaining consistency.
    • Upgraded instances can smoothly transition to the standard ticket page by activating the appropriate page route map.
    • Domain and access controls ensure secure and appropriate visibility of ticket information, especially in multi-domain or cross-scope application environments.

    Practical Guidance for Customers

    • For new ServiceNow instances, the standard ticket page is ready to use by default.
    • If upgrading, activate the Standard Ticket Route page route map to enable the standard ticket page experience in Service Portal.
    • Configure request types to show specific fields and tabs relevant to your processes, ensuring fields without values or without user access do not appear.
    • Manage domain separation and caller privileges carefully when working with cross-scope applications to maintain proper access and functionality.
    • Use the Associated Requests tab to help users track parent-child relationships among tickets efficiently.

    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 ensures a consistent experience when viewing submitted requests.

    For new instances, the standard ticket page is available by default. For upgraded instances, you need to 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 does not have access to the information, it is not visible.

    Figure 1. Standard ticket page for an incident
    Incident standard ticket page

    Header section

    By default, this section displays the following information for a submitted request:
    • 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

    If configured, this section displays the following regions for a submitted request:
    • 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 is not visible when it has no value or when a user does not have access to the field.
      Note:
      A field of the Workflow type is not 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

    If configured, this section displays the following types of tabs for a submitted request:
    • 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 is 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 is not 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

    For each request type of a cross-scope application, the following configurations are required:
    • 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 are not 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:

    1. In the record’s domain
      1. Ticket configurations for the record table
      2. Ticket configurations for the parent table of the record table
    2. In the record domain’s parent hierarchy
      1. Ticket configurations for the record table
      2. Ticket configurations for the parent table of the record table
    Note:
    For a table, only one active configuration is allowed per domain.