Standard ticket page

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Standard ticket page

    The Standard Ticket Page in ServiceNow provides a consistent, configurable interface for viewing submitted requests across different request types. It is designed to present request-specific information while maintaining a uniform layout, enhancing user experience for Service Portal users.

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    For new ServiceNow instances, this page is enabled by default. For upgraded instances, it requires activation of the Standard Ticket Route page route map to redirect requests appropriately.

    Key Features

    • Header section: Displays essential request details such as identification number, created and updated dates, and the state or an alternative state-representing field.
    • Info section: Contains configurable regions including:
      • Ticket description region showing short description and optionally full description (which can be mapped to a different field).
      • Fields region displaying associated fields that have values and for which the user has access. Workflow-type fields are generally unsupported except for specific cases like the Stage field on Requested Item [screqitem].
      • Actions region for configured actions.
    • Tabs section: Supports tabs such as Activity, Attachments, Variable editor, Variable summarizer, and Associated Requests. The Associated Requests tab shows child requests related via the Parent field and is applicable for universal and non-universal requests.
    • Default tabs: Activity and Attachments tabs are available by default.
    • Cross-scope application support: Requires restricted caller access privileges for standard ticket page widgets and the Description field, plus routing via a page route map to ensure proper access and display.
    • Domain separation: Tab configurations are not domain-separated, but ticket configurations are process domain-separated. The system checks for ticket configurations in a specified order in the user's domain hierarchy to determine which configuration applies.

    Practical Application for ServiceNow Customers

    • Enable a streamlined and consistent user experience for Service Portal users viewing their requests.
    • Configure each request type’s display to show relevant information while maintaining a standard layout.
    • Activate the Standard Ticket Route page route map in upgraded instances to redirect requests to the standard ticket page.
    • Ensure proper access controls and privileges are set, especially when using cross-scope applications, to allow widgets and fields to display correctly.
    • Understand domain separation behavior to manage ticket configurations effectively across domains.

    Next Steps

    • Configure the standard ticket page for different request types based on your organizational needs.
    • For upgraded instances, activate the page route map to enable redirection to the standard ticket page.
    • Review and adjust access privileges for widgets and fields as necessary.

    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.