Change Ticket Conversation look on portal

[JohnDF]

Hi everyone,

on the devloper instacne look the ticket conversation like this:

But on the customer san diego instacne the ticket looks like this.

How can I activate or achieve the better look for the ticket conversation?

Thanks for your help.

[Anil Lande · Accepted solution]

Hi,

For fresh install the default page for all tickets is 'Standard Ticket'.

For customer instances it was 'Ticket' before. If we want to use new 'Standard Ticket' layout then we need to create Page Route map entries (if available then activate).

Search for page Route map in left navigation and search page route map entries for your page.

To learn more check below links:

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/build/service-portal/task/reroute-...

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/build/service-portal/concept/st...

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/build/service-portal/task/confi...

Thanks,

Anil Lande

[Markus Kraus]

This behaviour is caused by a 'Page Route Map' that new Personal Developer Instances (PDI) have configured by default (it routes ticket to standard_ticket).

Go to Service Portal > Page Route Maps and check if there is already a record which is inactive:

If it exists, simply activate it again. If it does not exist, simply copy the record over from your PDI.