A Day in Paris Series: En Route to a Standard Ticket Page

Thanks for clarification. But unfortunate i am not able to configure TAB option. I am following the same steps but still Tabs are not coming as expected for me. Could you please guide me.

Hi Atul,

Which part is not working for you?  You mean you can configure tabs, but they don't show up correctly on the service portal page? 

@Jenny Hu , 

I have upgraded my instance on paris but i dont see mentioned User interface, Do we need to configure anything else?

Thanks

Hi Megha, 

According to the doc, if you upgraded your instance, you would need to activate the page route map for the standard ticket page.  Have you tried that?

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/build/service-portal/task/config-p...

You can refer the docs as Jenny said or I have mentioned steps in my blog.

https://community.servicenow.com/community?id=community_blog&sys_id=ac49dca9dbde9c90fa192183ca9619cc

Thank You,

Abhishek Gardade

The Number, Created, Updated, and State fields are displaying oddly for us - the white background isn't proportional.

Our portal theme is set to a background color of #EBEBEB and a panel background is white. The new standard_ticket header doesn't appear to be handling this correctly. 

Is there a way to correct this without cloning the widget and correcting the HTML/CSS? 

Solved - by adding the following CSS to the instance that contains the Standard Ticket Header on the standard_ticket page:

.form-control.no-padder.no-border {
	background-color: #EBEBEB;
}

Hi Ingrid,

You will need to create a custom widget to display custom tab content. The Ticket Fields widget won't work. If you look at where that widget is used, it's used on the ticket page, and it includes more than you need. I've created a sample proof-of-concept widget code below you can try.

With this widget, for the Widget parameters, add a name-value pair:

• In the name input box, enter field. 
• In the value input box, enter the name of the field.  In your case, enter close_notes. 

The widget parameters are nice. You can pass in parameters without having to hardcode specific values in your widget code. This widget has the flexibility to show other fields, and you can expand the code to loop through a list of fields to display.

HTML

<dl>
  <dt>{{::c.data.fieldLabel}}:</dt>
  <dd>{{::c.data.fieldValue}}</dd>
</dl>

Client Script

function() {	
  var c = this;	
}

Server Script

(function() {
  data.sys_id = $sp.getParameter("sys_id");
  data.table  = $sp.getParameter("table");
  data.field  = options.field;

  var gr = new GlideRecord(data.table);
  if (!gr.isValid())
	  return;
  if (!gr.get(data.sys_id))
    return;

  data.fieldLabel = gr[data.field].getLabel();
  data.fieldValue = gr.getValue(data.field);
	
})();

Hope this helps!

Is there any way to create a link to a specific tab?

If you created a Resolution tab with the resolution note and maybe a link for the survey, could you then with the email notifications direct the user directly to that Resolution tab on the new standard ticket page?

This is a great post about the new standard ticket page. @Jenny Hu  I am trying this out in our sub-prod and I am experiencing an issue  with the RITM records. We want to display the 'Stage' field, but it looks like the standard ticket page does not have a way for the stage field to be expanded always. We are able to expand this in our current RITM ticket status page as it allows for widget options. Is there a way to configure this without cloning the OOB widget?

Hi @Jayesh Mohan,

I'm thinking you may need to clone the OOB Standard Ticket Header widget to achieve this.  Looking at the code of this widget, it calls an embedded widget: Request Item Workflow Stages.  Though, it doesn't look like it's passing in any instance options other than the req_item_id.

If you look at the Request Item Workflow Stages widget, there is a boolean option that allows you to set expand to true (it defaults to false).

To pass in the options for the embedded widget, check out this doc site Embedded widgets.

Hope this helps!

Thank you for your response Jenny

ooh, how did you get the Close Notes tab to work? I'm looking to implement that right now and could use a pointer.

Thanks, Ed

Seriously, this is fantastic. You've just helped me solve a use case, while providing a simple custom widget for me to get my head around and learn something (I have limited experience of custom widgets). 

The next challenge for me is to see if I can find a way of showing associated Task SLAs...

Thank you for your comments @KyleB! Glad this was helpful to you. Good luck on your next challenge! 

Thank you for sharing! Very helpful