Standard Ticket page for Universal Request
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Summary of Standard Ticket page for Universal Request
The Universal Request (UR) standard ticket page in the Service Portal allows requesters to view detailed, aggregated information about their universal requests and all related child department tickets (primary tickets). This page offers a consistent and simplified view of UR activities, providing a unified experience even when requests are transferred across departments.
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Key Features
- Consistent Ticket Reference: The UR number remains constant for the requester, regardless of transfers between departments.
- State Mapping: UR state is displayed based on a mapping between UR states and the states of associated primary tickets, simplifying the status view for requesters.
- Activity Stream: Shows a logical, chronological record of all comments and activities from fulfillers related to the UR and its primary tickets.
- Info Region: Displays configurable, department-specific fields from the current primary ticket, such as "Opened For" and "Subject Person" for HR cases or "Caller" and "Urgency" for IT incidents.
- Configurable Layout: The Standard Ticket page can be customized per request type, with a default configuration available for Universal Request tickets.
UI Components of the Universal Request Standard Ticket Page
- Header Section: Displays essential UR details including UR number, creation and update timestamps, and current status. The "Updated" field reflects the latest activity time either from the primary ticket or the UR if no primary ticket exists.
- Number and State: Shows the unique UR number and current state.
- Short Description: Displays the summary description of the UR.
- Actions Region: Provides actions configured on the primary ticket page, or default UR actions if no primary ticket exists. Default actions include accepting/rejecting resolutions and closing the UR (only if no active or closed primary tickets are attached and the UR state is New or In Progress).
- Info Region: Displays configurable fields from the primary ticket or default UR fields if no primary ticket is present.
- Tabs Section: Shows tabs configured on the primary ticket page or default tabs like Activity and Attachments if no primary ticket exists.
- Activity Stream: Aggregates activities and attachments from the UR and all related primary tickets in sequential order, including system-generated messages when routing comments or attachments are withheld. It also includes validation to guide users to the latest activity stream page when accessed from an outdated primary ticket.
Important Notes for Customers
- When upgrading from previous releases, ensure the Page Route map is enabled in the Service Portal to use the Standard Ticket page effectively.
- The Standard Ticket page configuration allows for consistent and centralized ticket views across different departments, improving requester experience and operational clarity.
The Universal Request standard ticket page enables requesters to view the details of their universal requests from the Service Portal.
A requester can view the aggregated and simplified view of the UR activity and all activities from one or more child department tickets (primary tickets). Using the UR standard ticket page has the following advantages:
- A ticket reference number (UR number) that is always consistent for the requester, even when the request is transferred between various departments.
- The UR state details that is derived from the mapping between the UR states and the states of the primary ticket associated with UR. With this state mapping enabled, the requester sees only the UR state.
- An activity stream that shows a logical and sequential record of comments to and from any fulfiller who worked on the UR or its primary tickets.
- An info region that displays department-specific fields of the current primary ticket. For example, configure the page to show Opened For and Subject Person fields from a child HR case, or to show Caller and Urgency fields from a child IT incident.
The Standard ticket page configuration for UR tickets enables you to determine what you want to display as a view. By default, a Universal Request Standard Ticket configuration is available that you can use and customize. Information displayed in different sections of a standard ticket page depends on the individual request type.
Note:
If
you are upgrading from a previous release and want to use the Standard Ticket page for your department, ensure that you enable the Page Route map in Service Portal. For more information, see Enable the page route map for standard ticket page.
| SI # | UI Component | Information displayed |
|---|---|---|
| 1 | Header section | Displays the information submitted for the Universal Request record, such as the UR request number, created and updated details of the request, and the current status. This section is not a configurable section.
Updated field displays the details of the last activity time of the primary ticket if it exists. If there is no primary ticket attached, the Updated field displays the last activity time of the Universal Request. |
| 2 | Number | Displays the unique UR number that identifies the request. |
| 3 | State | Shows the state of the Universal Request. |
| 4 | Short Description | Always displays the short description of the Universal Request submitted. |
| 5 | Actions region | Actions that are configured as part of the primary ticket page. If the primary ticket does not exist, then the default actions of the Universal Request are displayed. The default UR actions are:
|
| 6 | Info region | Configurable fields that are part of the primary ticket. If the primary ticket does not exist, then the default fields configured for Universal Request are displayed. |
| 7 | Tabs section | Tabs that are configured as part of the primary ticket page. If the primary ticket does not exist, then the default tabs, such as the Activity and Attachments are displayed. |
| 9 | Activity stream | Displays the activity and attachments from UR, and all the previously associated primary tickets in a sequential order. |
When a routing agent chooses not to share additional comments or attachments while routing, a system-generated message displays in the header and activity stream. However, the requester can view all comments in the activity stream.
When a user clicks to view the Standard Ticket page from a department ticket that was previously a primary ticket of the UR, then the Standard Ticket configuration validates and displays a message asking the user to open the latest page that displays only the activity streams and attachments. The following image displays the message containing a link to open the latest activity stream.