Where to find (sn_std_tkt_api.TicketConfig.method) defination used in Standard Ticket Header widget

[Tejasr1]

Hi Team,

Where I can find actual defination/code of "sn_std_tkt_api.TicketConfig" which is used in Standard Ticket Header Widget at server script?
Below are statements where that API is used in Standard Ticket Header Widget at server script.
Line no.5: var record = sn_std_tkt_api.TicketConfig.getTicketRecord(tableName, sysId);
Line no.101: var config = sn_std_tkt_api.TicketConfig.getConfig(tableName, record.sys_domain);
I need to know defination of getTicketRecord(tableName, sysId) and getConfig(tableName, record.sys_domain).

I tried to find those method using REST API explorer using Table API but cannot get those methods.

[Ramesh Lohar · Accepted solution]

The sn_std_tkt_api.TicketConfig is a ServiceNow API used in the Standard Ticket Header Widget. However, the actual code or definition of this API is not directly accessible or viewable in a ServiceNow instance. This is because it's part of the underlying ServiceNow platform code, which is not exposed to administrators or developers for security and integrity reasons.

Here's a brief explanation of the methods you mentioned:

1. getTicketRecord(tableName, sysId): This method is used to retrieve a ticket record from a specified table using the provided sysId.

2. getConfig(tableName, sysId): This method is used to retrieve the configuration details for a specified table and sysId.

If you need to customize the behavior of these methods, you would typically create a script include or business rule to implement the desired functionality.

To summarize:

- The actual code of sn_std_tkt_api.TicketConfig is not directly accessible or viewable.
- getTicketRecord(tableName, sysId) is used to retrieve a ticket record.
- getConfig(tableName, sysId) is used to retrieve configuration details.
- Customization of these methods' behavior is typically done through script includes or business rules.

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[Sharmila2]

Hi @Tejasr1 

There is module called "Standard Ticket Configuration" which can be accessed using All > Standard Ticket > Standard Ticket Configuration. In this table we configure the options for different ticket types.  sn_std_tkt_api uses the configuration done in this table. 

More information can be found here.

Hope this helps.