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 consistent layout for viewing individual submitted requests across multiple request types. This consistency enhances the user experience by displaying request-specific information in a familiar format. For new ServiceNow instances, this page is enabled by default. In upgraded instances, activation of the Standard Ticket Route page route map is required to use this feature.

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    Key Features

    • Header Section: Displays key information such as the request identification number, creation and update dates, and the request state (configurable to use any field representing state).
    • Info Section: Contains regions for ticket description (short description and optionally full description) and associated fields. Fields are only visible if they have values and user access is granted. Workflow-type fields are generally unsupported except for the Requested Item [screqitem] table.
    • Tabs Section: Supports default tabs like Activity and Attachments, and additional tabs such as Variable Editor, Variable Summarizer, Associated Requests, and Custom Tabs. The Associated Requests tab displays linked requests based on parent-child relationships, useful for universal requests or individual tickets.
    • Cross-Scope Application Configurations: Requires restricted caller access privileges for standard ticket page widgets and the Description field to enable proper data access across applications. Also requires a page route map to route requests to the standard ticket page.
    • Domain Separation: Tab configurations are not domain-separated, but ticket configurations are process domain-separated. When opening a ticket, ServiceNow checks configurations in the record’s domain first, then parent domains, ensuring appropriate domain-specific settings apply.

    Key Outcomes

    • Users accessing Service Portal have a unified and consistent interface for viewing different types of submitted requests, improving usability and reducing confusion.
    • Administrators can customize the ticket page layout and fields per request type to surface the most relevant information, while maintaining a standardized structure.
    • Cross-scope applications can integrate seamlessly with the standard ticket page by configuring necessary access privileges and routing rules.
    • Domain separation ensures that ticket configurations respect organizational boundaries and data segregation requirements.
    • Upgraded instances can easily transition to this improved ticket viewing experience by activating the required page route map, enabling existing tickets to be viewed on the standard ticket page.

    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 Application access settings.
      • 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.