Page Route Map Not Working

[Dark Kei]

I don't know why but when I submit a ticket, it does not redirect to nr_ticket even though I created a Page Route Map

[billy3358004231]

This is an older ticket, but another thing to look for is page route maps which are not connected to any portal. These seem to be treated as global. So your order needs to be LOWER than the order of the global one or you need to disable the global one if you're in this scenario.

[RaghavendraGund]

Hi Dark Kei,

I reproduced this in my PDI. Two things worth checking.

1. The URL is not a signal. Route maps swap the rendered page transparently — the address bar keeps showing the original page ID even when the map fires. Only the rendered content tells you anything.

2. Portal scope. Same record, only the Service Portal(s) field changed:

Screenshots 1–2: scoped to Service Portal --> /sp?id=sc_home renders the search page. Map fired.
Screenshots 3–4: scoped to Employee Center --> same URL renders catalog home. Map ignored.

No error, no URL change — a scope mismatch fails completely silently.

One thing I noticed in your screenshot: the Employee Services entry in Service Portal(s) appears in red with an ×. Mine always renders as plain text when the reference is valid. I tried to reproduce that styling and couldn't — deleting the portal shows a raw sys_id instead of a name, an invalid reference won't save at all, and an inactive portal still displays normally. So I'm not sure what causes it, but it may be worth clicking into that field to confirm it still resolves to a live portal record, and that it's the one you're actually browsing.

Also worth filtering sp_page_route_map.list on Route from = ticket — there's an OOB Standard Ticket Route (ticket --> standard_ticket) that may be competing with yours. Lower Order wins.