A complete list of Ticketing widget platforms in Appspace, including fields and exclusions. This article is for IT administrators who plan a Ticketing widget deployment. After you read it, you can confirm which ticketing system and fields your tenant needs before you configure the widget.
For: IT Administrators — Ticketing Widget Coverage
Important: Appspace certifies each customer tenant before wider rollout. This article lists only certified platforms. Do not treat other ticketing systems as supported until they appear in the table below.
Certified Platforms
The widget is available on the Intranet homepage. Access is read-only. Each certified platform shows the signed-in employee's tickets through Merge.
| Platform | Passport in the console | Access | What employees see | Release |
|---|---|---|---|---|
| ServiceNow | ServiceNow Tickets | Read-only | Tickets the employee created or is assigned, including number, subject, status, priority, dates, detail, comments, and a deep-link to ServiceNow | 2603.2 |
Note: ServiceNow needs ITSM / Now Platform with API access and Appspace Intranet on a current plan (Public Cloud or Private Cloud). The console places the widget on homepage themes only. Community, topic, and channel widget pickers do not include it.
Displayed Fields
Merge normalizes ticket data so the widget can show the same fields across certified platforms.
| Field | In the widget |
|---|---|
| Ticket number | Yes, when mapped. On ServiceNow the widget maps incident, task, and catalog request (sc_request) numbers. If no number is mapped, the widget shows the ticket name instead. |
| Subject/name | Yes |
| Description | Yes, in the detail view as Summary |
| Status | Yes. Normalized to Open, In Progress, On Hold, Closed, and Unknown. ServiceNow Completed maps to Closed. |
| Priority | Yes. Normalized to Urgent, High, Normal, Low, and Unknown. |
| Reporter | Yes, in the list on Assigned to Me and in the detail view. |
| Assignee | Yes, in the list on Created by Me and in the detail view. |
| Created and updated timestamps | Yes. These are the times from the ticketing system—remote created and remote updated—not Merge synchronization times. |
| Due date | Yes, in the list when Filter By is Due date. The detail view does not show the due date. |
| Comments | Read-only thread in the detail view when comments exist. |
| Attachments | Not listed in the widget. Open Full Details in the ticketing system to view them. |
| Ticket URL | Full Details deep-link to the system of record. All Tickets can also open Open Ticketing Portal. |
Status and Priority Values
The widget maps native platform states to these Merge values. Badges use the normalized values, not the original ServiceNow labels. Employees cannot change the status filter in the widget.
| Category | Values |
|---|---|
| Status | Open, In Progress, On Hold, Closed, Unknown |
| Priority | Urgent, High, Normal, Low, Unknown |
Note: Native ServiceNow states collapse into this list. Closed tickets are hidden by default. Administrators can turn Show Closed Tickets on in the widget configurator.
How Data Is Read
The widget reads through Merge. Data flows from the Intranet homepage to the widget, then to a Merge API microservice, Merge.dev, and the ticketing system. Reads are scoped to the signed-in employee by matching their Appspace email to a Merge ticketing user. Created tickets use the employee as creator. Assigned tickets use the employee as assignee.
The homepage list shows up to the Max Items value (1 to 20, default 5). View all opens All Tickets, which can show up to 100 tickets ordered by the Filter By date—newest remote updated time when Filter By is All tickets.
Notes
- The widget keeps ticket data for 15 minutes in the browser session before it requests a fresh list. It does not mirror the ticketing system live and has no offline view.
- Employees create tickets, post comments, and complete approvals in the ticketing system, not in the widget.
Important: Server-side Merge cache and retention behavior is not confirmed in the console. Do not publish a Merge cache cadence until engineering confirms the Merge caching service.