Universal Requests on the Service Portal

[PLakin1]

I've run into a basic config issue with my company's instance of SNOW with the Ticket Form page you're deposited on after submitting a record through a catalog item. The current instance (I assume) ticket fields and conversation widgets show the incident that is created instead of the UR ticket. It still sends a notification with the UR#, it's just the displayed ticket on the Ticket Form page that are wrong.

Does anyone have a suggestion on where specifically I should look to identify the problem? It works properly in my developer instance, but I know prior to my employment they had several years of upgrades and have had some development work done by one or more SNOW Partner groups.

Thank you for any help you can provide!

I've included two images to show what I mean. One shows the UR# the other shows the INC#. For what it's worth, I think it's a different page, especially from the associated page editor structure.

  

[mattystern · Accepted solution]

Hi @PLakin1 

We had a similar situation (not exactly the same) where we wanted to route our userbase to the RITM record vs the REQ record after submitting a request. We updated the Page Route Maps in order to re-direct. Although this document  references the HR Core application, you can apply Page Route Maps to any page on a specified portal.

[PLakin1]

Matt! You're a life-saver! Thank you for your assistance!

[Luiz Lucena]

Hi guys, 

Are you guys using Employee Center or Service Portal?

We tried this solution in Service Portal, but somehow, Incidents created out of a Universal Request insist in go to Ticket page instead of Standard Ticket.

[Hayden Reid]

Hi Luiz, did you find out the answer to your question? I am also trying to route users to the UR page for only select record producers using UR.