Need help determining how a service portal page is called

[gjz1]

I'm having trouble figuring out how a page is called from the OOB page. I need to make a small change but I don't see where to make it.

1. Open the Service Portal and click on the menu item Requests (https://myinstance.service-now.com/sp?id=my_requests)
2. Click on one of the items in the list. (https://myinstance.service-now.com/sp?id=order_status&table=sc_request&sys_id=4bce6031db4533000d55f26b68961946)
3. Click on the RITM # to see the ticket details (https://myinstance.service-now.com/sp?id=ticket&table=sc_req_item&sys_id=cbce6031db4533000d55f26b68961946&view=sp)

#3 is where my problem is. Instead of going to "ticket", I need it to go to a custom page, however, I can't figure out how you get to "ticket" from "order_status". Where can I find this so I can clone the object and make my modification? 

I'm on Madrid.

[Tim Deniston]

The order_status page uses the "sc_order_status" widget, which contains many references to the "ticket" page, which could be replace with the "order_status" page. 

[gjz1]

Thanks Tim, but I'm stuck again.  I found the widget and created a clone, which meant I needed to clone the order_status page.  Now I can't figure out how the page My Requests (https://myinstance.service-now.com/sp?id=my_requests) gets to the order_status page when you click on one of the requests.  The My Requests page is using the new My Requests widget (my_requests_v2).  I need to point to my custom order_status page when I click on one of the requests.  Any ideas?

[Phuong Nguyen · Accepted solution]

Hi There!

Looking through the widget code, it seems there is a new table called Request Filter that the widget is using to determine where to route the user to base on which table it is (incident, sc_request, etc..), you can get to that table by typing "request_filter.list" in the left Filter Navigator. There is a out-of-box filter in that table named "Service Catalog Request Portal", if you open up that record, you can see that the "Portal page" field is pointing to the order_status page, try pointing that to your custom order_status page instead. Let me know how it goes.

Regards,

Phuong

If you find my suggestions helpful, please mark it as correct or helpful to help out others as well 🙂 

[gjz1]

Thanks Phuong, that was what I needed.