Configure the standard ticket page
Give Service Portal users a consistent way to view their submitted requests. You can configure the standard ticket page for different request types.
Before you begin
Role required: admin or sp_admin
About this task
You can add a standard ticket configuration only for a task-extended table.
Widgets containing Date/Time values display the date and time only in the Time Ago (for example, 11 minutes ago) format, and user preferences for such widgets aren’t considered. For example, the Created date and the Updated date values are displayed in the Time Ago format.
Procedure
Navigate to All > Standard Ticket > Standard Ticket Configuration.
Select New.
On the form, fill in the fields.
| Field | Description |
|---|---|
| Table | Task-extended table for which you want to configure the standard ticket page. |
| Active | Whether the ticket configuration is active. |
| Application | Application associated with the ticket configuration. |
| State field | Any field of the task-extended table. By default, this field maps to the State field of the task-extended table. You have to configure the form to add this field.Note: You can't add fields for any of the following information:
|
| Info Region | |
| Show 'Description' | Scenario when the request description should be displayed. Possible options are:- None - Always - When no variables Note: When displayed, you can expand and collapse the description. |
| Description field | Field that the sp\_admin can select from the fields of the ticket record \(for example, sc\_req\_item, incident\), which is displayed as description on the Standard Ticket Page. |
| Advanced | Whether a widget is displayed in the info region. |
| Info widget | Widget displayed in the info region. This field appears only when the Advanced check box is selected. |
| Info widget parameters | Name value pair for the widget parameters. This field appears only when the Advanced check box is selected. |
| Info fields | Fields displayed in the info region. This field disappears when you select the Advanced check box.Note:
|
| Action Region | |
| Action widget | Widget for the actions available in the Action region.Note: If the field is configured, it takes precedence over the standard ticket actions. |
| Action widget parameters | Name value pair of action widget parameters. |
| Summarization | |
| Summary fields | Standard ticket page fields that are included in the summary generated by Now Assist. Note: The summary fields in the Summarization tab can't be modified, and new fields can't be added. However, previously configured values are honored and remain visible to requesters. If no fields are configured, this section is hidden entirely. To configure summary fields, use the Standard Ticket Summary Fields related list. Note that at least one summary field must be configured and the Now Assist in Standard Ticket Page skill must be active for the Summarize button to appear on the standard ticket page. |
Select and hold (or right-click) the header menu and select Save.
After you make all the required changes, select Submit.
Enable instance options for the Activity tab
Format the work notes and add @mentions in the Activity tab on a standard ticket page.- Configure tabs for standard ticket page
You can configure the tabs for the standard ticket page. - Configure actions for standard ticket page
You can configure specific actions to be directly available on the standard ticket page. Requesters are able to initiate these actions. Scriptable APIs can also trigger these actions. - Configure summary fields for standard ticket page
Configure summary fields on the standard ticket page such that the page displays the Summarize button, enabling requesters to view Now Assist-generated overviews of recent ticket activity and details.
Parent Topic:Standard ticket page
Related topics
Enable instance options for the Activity tab
Configure tabs for standard ticket page