Standard Ticket page for Universal Request

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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 information about their universal requests in a consolidated and simplified manner. It aggregates activities and details from multiple child department tickets (primary tickets) under a consistent UR reference number, providing a unified experience regardless of departmental transfers.

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    Key Features

    • Consistent UR Number: A single reference number remains constant for the requester throughout the request lifecycle, even when transferred across departments.
    • State Mapping: The UR state is derived from the states of associated primary tickets, showing the requester only the overall UR state for clarity.
    • Activity Stream: Displays a logical, sequential record of all comments and attachments related to the UR and its primary tickets, enabling full transparency of communication.
    • Info Region: Configurable fields that show department-specific information from the current primary ticket, such as "Opened For" and "Subject Person" for HR cases or "Caller" and "Urgency" for IT incidents.
    • Configurable Layout: The standard ticket page configuration allows customization of what information and UI components are displayed depending on the request type and department needs.
    • Actions Region: Displays actions available on the primary ticket, or defaults for UR if no primary ticket exists, such as Accept/Reject resolution and Close, with conditions on when a request can be canceled.
    • Tabs Section: Shows tabs configured for the primary ticket or default tabs like Activity and Attachments if no primary ticket is present.
    • Header Section: Displays essential UR details including request number, creation and update timestamps, and current status, including last activity time derived from primary tickets when applicable.

    Practical Considerations for Customers

    • When upgrading from earlier releases, ensure the Page Route map is enabled in Service Portal to leverage the Standard Ticket page.
    • If accessing the Standard Ticket page from a previous primary ticket, a system validation prompts to open the latest page to view a consolidated activity stream and attachments.
    • The Standard Ticket page enhances requester experience by simplifying complex multi-department requests into a straightforward view with relevant actions and information.

    Next Steps

    ServiceNow customers should use the Standard Ticket page configuration for Universal Request to provide a consistent and efficient layout for all associated tickets. Customize the page to display relevant fields and actions based on departmental requirements and request types.

    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.

    Consistent page views in the standard ticket page.

    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.

    Universal Request 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.

    Message displayed when the additional comments and attachments is not shared

    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.

    Message containing a link to open the latest page.