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 are not considered. For example, the Created date and the Updated date values are always displayed in the Time Ago format.

Procedure

  1. Navigate to All > Standard Ticket > Standard Ticket Configuration.
  2. Click New.
  3. On the form, fill in the fields.
    Table 1. Ticket Configuration form
    Field Description
    Table Task-extended table for which you want to configure the standard ticket page.
    Active Option to specify if 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 is mapped to the State field of the task-extended table. You have to configure the form to add this field.
    Note: You cannot add fields for any of the following information:
    • Number
    • Short description
    • Created date
    • Updated date
    • Watch list
    • Any user input such as comments and work notes
    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.
    Advanced Option to specify that a widget should be displayed in the info region.
    Info widget Widget that should be displayed in the info region. This field appears only when the Advanced check box is selected.
    Info widget parameters Name value pair to specify the widget parameters. This field appears only when the Advanced check box is selected.
    Info fields Fields that should be displayed in the info region. This field disappears when you select the Advanced check box.
    Note:
    • You cannot add fields for any of the following information:
      • Number
      • Short description
      • Created date
      • Updated date
      • Watch list
      • State
      • Any user input such as comments and work notes
    • A field of the Workflow type is not 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.
    Action Region
    Action widget Widget to specify the actions available in the Action region.
    Action widget parameters Name value pair of action widget parameters.
  4. Right-click the header menu and click Save.
  5. From the Tab Configurations related list, click New.
    Note:
    • By default, the Activity and Attachments type tab configurations are available for all standard configurations. Other default tab configurations may vary based on the task-extended table. For example, for the sc_req_item configuration, the Variable Editor (Read-Only) type is also available.
    • You cannot duplicate any tab type other than Custom.
    • You can configure a maximum of six tabs.
    • You can add either Variable Editor (Read-Only) or the Variable Summarizer tab type.
  6. On the form, fill in the fields.
    Table 2. Tab Configuration form
    FieldDescription
    Type Tab type based on which a widget is displayed. Possible options are:
    • Activity
    • Associated Requests
    • Attachments
    • Custom
    • Variable Editor (Read-Only)
    • Variable Summarizer
    Tab name Name of the tab.
    Application Application associated with the ticket configuration.
    Order Order in which the tab should be displayed in the tabs section. The tab with the least order is the tab selected on the page load.
    Advanced Option to enable adding a script for the tab visibility. By default, this check box is cleared.
    Visible(Script) Script for the tab visibility.
    • If the script returns true, the tab is visible on the standard ticket page.
    • If the script returns false, the tab is not visible on the standard ticket page.
    Note: This field appears only when the Advanced check box is selected.
    Visible Conditions for the tab visibility. This is not displayed if the Advanced check box is selected.
    Widget Widget that should be displayed in the tabs section. This field appears only when Custom is selected from Type.
    Widget parameters Comma-separated list of tab widget parameters. This field appears only when Custom is selected from Type.
  7. Click Submit.
  8. On the Ticket Configuration form, click Update.