Ticket Form in Service Portal

Kaka Nayeem · ‎03-21-2017

Hi,

When we opened recently update ticket from list in service portal in should open record in ticket form.

From below example after clicking knowledge record, respective record should open in ticket form.

Before	After

Any experts have idea about it? could you suggest me?

Regards,

Kaka Nayeem

Harry Campbell2 · ‎03-21-2017

Great, it's actually relatively simple to do.

You will need to clone the 'Data table from instance definition' widget. On your new widget, change the word 'form' highlighted below to 'ticket'

Once you have done this, edit the page in the designer to use the new widget.

View solution in original post

Priyanka Biraj1 · ‎04-20-2020

Hi Harry,

My requirement is actually reverse, i.e. currently record is getting opened in 'ticket' view, but i need to open it in 'form' view. I also checked the widget you suggested above and page id is mentioned there as 'form' itself. Is there any other widget that I need to modify?

Thanks in advance.

Regards,

Priyanka

Harry Campbell2 · ‎06-09-2020

Hi Priyanka,

In the main ServiceNow UI, check Service Portal > Page Route Maps.

There may be an entry there that is redirecting ticket pages to form.

Thanks

Harry