Standard ticket page

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Standard ticket page

    The standard ticket page in ServiceNow provides a unified and consistent layout for viewing submitted requests across different request types. It enables users to see request-specific information while maintaining a familiar interface. New instances have this page available by default, while upgraded instances require activation of the Standard Ticket Route page route map to enable the functionality.

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    Key Features

    • Header section: Displays key details such as the request identification number, creation and update dates, and the ticket's state (which can be customized to another status field).
    • Info section: Shows regions including:
      • Ticket description region with short description and optionally the full description (mappable to any field).
      • Fields region showing configured fields which are only visible if populated and accessible by the user. Workflow-type fields are generally unsupported except for the Requested Item table.
      • Actions region for relevant ticket actions.
    • Tabs section: Configurable tabs include Activity, Attachments, Variable editor, Variable summarizer, and Associated Requests, which display related tickets based on parent-child relationships and universal request status. By default, Activity and Attachments tabs are included.
    • Cross-scope application support: Requires restricted caller access privileges for standard ticket page widgets and the Description field, plus routing all requests from the application to the standard ticket page.
    • Domain separation: Ticket configurations are process domain-separated with a defined order of precedence for configuration lookup. Tab configurations are not domain-separated, and only one active configuration per domain is allowed.

    Key Outcomes

    • Ensures Service Portal users have a consistent and clear experience when viewing their submitted requests regardless of request type.
    • Allows customization of displayed information to suit the specifics of each request type while maintaining a standardized page layout.
    • Supports complex request relationships and cross-scope app requirements through appropriate access controls and routing configurations.
    • Facilitates smooth upgrade transitions by requiring activation of the route map for existing instances to adopt the standard ticket page.

    Next Steps for ServiceNow Customers

    • For upgraded instances, activate the Standard Ticket Route page route map to redirect to the standard ticket page in Service Portal.
    • Configure the standard ticket page per request type to specify which fields, descriptions, and tabs users should see.
    • Review and assign restricted caller access privileges if using cross-scope applications to ensure widgets and fields display correctly.
    • Understand domain separation behavior to properly manage ticket configurations in multi-domain environments.

    Configure individual request types to display the request-specific information, while still having a consistent layout that is similar to other request types. This configuration verifies a consistent experience when viewing submitted requests.

    For new instances, the standard ticket page is available by default. For upgraded instances, you must activate the Standard Ticket Route page route map. For information about activating this page route map, see Activate the page route map for the standard ticket page.

    The information displayed in each section of a standard ticket page depends on the individual request type. If a configurable section has no specified values or if a user doesn’t have access to the information, it isn’t visible.

    Figure 1. Standard ticket page for an incident
    Incident standard ticket page

    Header section

    By default, this section displays the following information for a submitted request:
    • Identification number
    • Created and updated dates
    • State. Instead of the State field, you can also configure any other field that represents the state of the ticket.

    Info section

    If configured, this section displays the following regions for a submitted request:
    • Ticket description region with the short description, and optionally the description.
      Note:
      You can map the Description field to any other field on the record.
    • Fields region where the associated fields are configured. A configured field isn’t visible when it has no value or when a user doesn’t have access to the field.
      Note:
      A field of the workflow type isn’t supported for any table. Only for the Requested Item [sc_req_item] table, the workflow type field is supported, for example, the Stage field. This field is displayed at the last irrespective of the field position in the configuration.
    • Actions region

    Tabs section

    If configured, this section displays the following types of tabs for a submitted request:
    • Activity
    • Attachments
    • Variable editor
    • Variable summarizer
    • Associated Requests. Displays all associated requests (visible in the My Requests widget in Service Portal) for which the current ticket is the parent. It’s applicable in any of the following scenarios:
      • If the current ticket is a universal request, then all requests associated (through the Parent field on the task table) with child tickets of the universal request are displayed.
      • If the current ticket isn’t a universal request, then all requests associated (through the Parent field on the task table) with the current ticket are displayed.

      For information on defining filters for the My Requests widget, see Define filters for My Requests.

    • Custom tab

    By default, the Activity and Attachments tabs are available.

    Configurations for a cross-scope application

    For each request type of a cross-scope application, the following configurations are required:
    • Restricted caller access privileges for the following standard ticket page widgets so that these widgets can access the application tables. For information about these privileges, see .
      • Widget: Standard Ticket Header
      • Widget: Standard Ticket Attachments
      • Widget: Standard Ticket Tab
    • Restricted caller access privileges for the Description field in the application. This field is displayed on the standard ticket page header.
    • Page route map to route all the requests of that application to the standard ticket page

    Domain separation for a standard ticket page

    Tab configurations aren’t domain-separated.

    Ticket configurations are process domain-separated. For any request type record, when a user opens the standard ticket page, it checks for ticket configurations in the following order irrespective of the user's domain:

    1. In the record’s domain
      1. Ticket configurations for the record table
      2. Ticket configurations for the parent table of the record table
    2. In the record domain’s parent hierarchy
      1. Ticket configurations for the record table
      2. Ticket configurations for the parent table of the record table
    Note:
    For a table, only one active configuration is enabled per domain.