Standard ticket page

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Standard ticket page

    The Standard Ticket Page in ServiceNow provides a consistent and configurable interface for viewing submitted requests across different request types. It ensures users experience a uniform layout while showing request-specific details. This page is enabled by default in new instances, but in upgraded instances, you must activate the Standard Ticket Route page route map to use it.

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    Key Features

    • Configurable Sections: The page layout includes a header, info section, and tabs that adapt based on the request type and user permissions.
    • Header Section: Displays key ticket information such as the identification number, creation and update dates, and state. You can configure an alternative field to represent the ticket’s state.
    • Info Section: Contains the Ticket Description region (short description and optionally detailed description) and a Fields region showing configured fields with values accessible to the user. Workflow type fields are generally unsupported except for specific exceptions like the Stage field on Requested Item [screqitem].
    • Tabs Section: Includes Activity, Attachments, Variable Editor, Variable Summarizer, and Associated Requests tabs. The Associated Requests tab displays related child requests based on the parent-child relationship and the request's status as a universal request or not.
    • Customizable Tabs: Activity and Attachments tabs are included by default but can be customized.
    • Cross-scope Application Support: Requires restricted caller access privileges for key widgets and fields to access application tables, along with a page route map to route requests to the standard ticket page.
    • Domain Separation: Tab configurations are not domain-separated, but ticket configurations respect domain separation, checking configurations in a defined order across the domain hierarchy.

    Key Outcomes

    • Users in Service Portal gain a unified and intuitive interface to view and interact with their submitted requests.
    • Administrators can tailor the page content and layout per request type, improving relevance and usability.
    • Cross-scope applications and domain-separated environments are supported with appropriate configuration steps, ensuring secure and organized access.
    • Upgraded instances can seamlessly transition to the standard ticket page by activating the required page route map, ensuring consistency across the platform.

    Next Steps for ServiceNow Customers

    • For upgraded instances, activate the Standard Ticket Route page route map to enable the standard ticket page.
    • Configure individual request types to define which fields and tabs appear, ensuring users see relevant information.
    • Set up necessary access privileges and page routing for cross-scope applications to integrate with the standard ticket page.
    • Understand domain separation behavior to manage ticket configurations effectively in multi-domain environments.

    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.