Case API
The Case API provides endpoints that enable you to retrieve and update Customer Service Management (CSM) case records.
In addition, you can generate new social media profile records when creating a case.
The Case API requires the Customer Service plugin (com.sn_customerservice) and is provided within the sn_customerservice namespace.
Users must have the csm_ws_integration role for full API access. External users with the sn_customerservice.customer or sn_customerservice.consumer roles can also access the endpoints.
Case - GET /sn_customerservice/case/{id}/activities
Retrieves the activity stream for a specified Customer Service Management (CSM) case.
Use this endpoint to retrieve all entries from the activity stream for a specified record from the Case [sn_customerservice_case] table.
To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or sn_customerservice.consumer role.
URL format
Versioned URL: /api/sn_customerservice/{api_version}/case/{id}/activities
Default URL: /api/sn_customerservice/case/{id}/activities
Supported request parameters
| Name | Description |
|---|---|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the
latest.
Data type: String |
| id | Sys_id or case number of the case to retrieve. Results will be unpredictable if a specified case number is shared by two or more cases. Data type: String Table: Case [sn_customerservice_case] |
| Name | Description |
|---|---|
| sysparm_activity_type | Filters the type of activities to return from the activity stream. The entries.element parameter contains the activity type for each activity. For example:
Data type: String Default: Returns all types of activity. |
| sysparm_limit | Maximum number of records to return. Unusually large
sysparm_limit values can impact system performance. For
requests that exceed this number of records, use the
sysparm_offset parameter to paginate record
retrieval.
Data type: Number |
| sysparm_offset | Starting record index for which to begin retrieving records. Use this value to paginate record retrieval. This functionality enables the retrieval of all records, regardless of the number of
records, in small manageable chunks.
For example, the first time you call this endpoint, sysparm_offset is set to "0". To simply page through all available records, use
Data type: Number Default: 0 |
| Name | Description |
|---|---|
| None |
Headers
The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.
| Header | Description |
|---|---|
| Accept | Data format of the response body. Supported types: application/json or application/xml.
Default: application/json |
| Header | Description |
|---|---|
| Link | REST response data can be split into multiple result sets. Where applicable, the response header contains different links for the first set, previous set, next set, and the last set of records. For example:
|
| X-Total-Count | Response header showing the total number of records matching the request when the sysparm_limit or sysparm_offset query parameters are specified. |
Status codes
The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.
| Status code | Description |
|---|---|
| 200 | Successful. The request was successfully processed. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 404 | Not found. The requested item wasn't found. |
| 500 | Internal Server Error. A logic error on the server-side code occurred. |
Response body parameters (JSON or XML)
| Name | Description |
|---|---|
| display_value | Case number for the CSM case. Data type: String |
| entries | List that represents activity stream entries from the CSM case. Data type: Array of Objects |
| entries.attachment | Description of a file attached to the CSM case in the activity stream entry. Data type: Object |
| entries.attachment.average_image_color | Hexadecimal representation of average color for image attachment. Data type: String |
| entries.attachment.content_type | MIME type for the attachment. Examples include:
Data type: String |
| entries.attachment.file_name | File name for the attachment. Data type: String |
| entries.attachment.image_height | Height of image attachment in pixels. Data type: Number |
| entries.attachment.image_path | Direct download link for image attachment. Data type: String |
| entries.attachment.image_width | Width of image attachment in pixels. Data type: Number |
| entries.attachment.path | Direct link to the attachment. Data type: String |
| entries.attachment.size | Size of the attachment. Examples:
Data type: String |
| entries.attachment.size_bytes | Size of the attachment. Data type: Number Unit: Bytes |
| entries.attachment.state | State of the attachment record. Possible values:
Data type: String Table: Attachment [sys_attachment] |
| entries.attachment.sys_id | Sys_id for the attachment. Data type: String Table: Attachment [sys_attachment] |
| entries.attachment.thumbnail_path | Direct download link for thumbnail of image attachment. Data type: String |
| entries.contains_code | Flag that indicates whether the activity stream entry contains code or not. Possible values:
Data type: Boolean |
| entries.element | Name for the journal field associated with the activity stream entry. Data type: String Table: Dictionary Entries [sys_dictionary] |
| entries.field_label | Display name for the journal field associated with the activity stream
entry. Data type: String |
| entries.initials | Initials of the user who created the activity stream entry. Data type: String |
| entries.login_name | Full user name for the user who created the activity stream entry. Data type: String |
| entries.name | Full user name for the user who created the activity stream entry. Data type: String |
| entries.sys_created_on | Date and time of creation for the activity stream entry, expressed in GMT timezone. Data type: String Format: YYYY-MM-DD hh:mm:ss |
| entries.sys_created_on_adjusted | Date and time of creation for the activity stream entry, expressed in logged-in user timezone. Data type: String Format: YYYY-MM-DD hh:mm:ss |
| entries.sys_id | Sys_id for the activity stream entry. Data type: String |
| entries.user_sys_id | Sys_id for user who created the activity stream entry. Data type: String Table: User [sys_user] |
| entries.value | Value for this journal entry. Data type: String |
| journal_fields | List of journal fields present in the Case table from which activity entries are drawn. Data type: Array of Objects |
| journal_fields.can_read | Flag that indicates whether the logged-in user can read this journal field or not. Possible values:
Data type: Boolean |
| journal_fields.can_write | Flag that indicates whether the logged-in user can write to the journal field or not. Possible values:
Data type: Boolean |
| journal_fields.color | Color that represents the journal field in case activity stream on ServiceNow AI Platform. Data type: String |
| journal_fields.label | Display name for the journal field. Data type: String |
| journal_fields.name | Name for the journal field. Data type: String Table: Dictionary Entries [sys_dictionary] |
| label | Display label for the table in which the CSM case record appears. Possible value: Case Data type: String |
| number | Case number for the CSM case. Data type: String |
| short_description | Short description for the CSM case. Data type: String |
| sys_created_on | Date and time of case creation, expressed in GMT timezone. Data type: String Format: YYYY-MM-DD hh:mm:ss |
| sys_created_on_adjusted | Date and time of case creation, expressed in logged-in user timezone. Data type: String Format: YYYY-MM-DD hh:mm:ss |
| sys_id | Sys_id for the CSM case. Data type: String Table: Case [sn_customerservice_case] |
| table | Name of the table in which the CSM case appears. Possible value: sn_customerservice_case Data type: String |
| thumbnail_path | Direct link to get thumbnail for attachment (only for attachment of type
images.) Data type: String |
| user_full_name | Full name for logged-in user. Data type: String |
| user_login | User ID for logged-in user. Data type: String |
| user_sys_id | Sys_id for logged-in user. Data type: String Table: User [sys_user] |
cURL request
Retrieve the complete activity stream for a CSM case by sys_id.
curl --request GET 'https://instance.servicenow.com/api/sn_customerservice/case/f352dc9387632300d6b0a7da0acb0b60/activities' \
--request GET \
--header 'Accept: application/json' \
--user 'username':'password'The response shows a single activity stream entry for the specified case, an Additional comments journal entry submitted by the agent.
{
"result": {
"display_value": "CS0001401",
"sys_id": "f352dc9387632300d6b0a7da0acb0b60",
"short_description": "Laptop is not working properly",
"number": "CS0001401",
"entries": [
{
"sys_created_on_adjusted": "2020-05-04 14:15:44",
"sys_id": "600b6e4adb241010d045232d1396196a",
"login_name": "John Jason",
"user_sys_id": "da419c1fc312310015519f2974d3ae15",
"initials": "JJ",
"sys_created_on": "2020-05-04 21:15:44",
"contains_code": "false",
"field_label": "Additional comments",
"name": "John Jason",
"value": "Hi, Alex. Can you please send me a photo of the label on your laptop so we can send you the correct replacement?",
"element": "comments"
}
],
"user_sys_id": "b1e0989f87232300d6b0a7da0acb0beb",
"user_full_name": "Mark Johnson",
"user_login": "admin",
"label": "Case",
"table": "sn_customerservice_case",
"journal_fields": [
{
"can_read": true,
"color": "transparent",
"can_write": true,
"name": "comments",
"label": "Additional comments"
},
{
"can_read": true,
"color": "gold",
"can_write": true,
"name": "work_notes",
"label": "Work notes"
}
],
"sys_created_on": "2019-02-15 21:57:04",
"sys_created_on_adjusted": "2019-02-15 13:57:04"
}
}
Case - GET /sn_customerservice/case/field_values/{field_name}
Retrieves the list of possible field values for a choice or reference field in the Case [sn_customerservice_case] table.
To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or sn_customerservice.consumer role.
Use this endpoint to populate field value lists in case creation forms.
When you request values for a reference field, any reference qualifiers defined for the requested field in the Dictionary Entry [sys_dictionary] table are applied. For more information on reference qualifiers, see Reference qualifiers.
You can use the sysparm_ref_qual_input query parameter to specify field values to use when evaluating JavaScript reference qualifiers. For an example, see the query parameter listing below.
When you request values for a choice field that is dependent on another field, you can use the sysparm_dependent_value query parameter to specify a value for the dependency parent field and restrict the returned field values accordingly. For more details on dependent fields, see Make a field dependent.
URL format
Versioned URL: /api/sn_customerservice/{api_version}/case/field_values/{field_name}
Default URL: /api/sn_customerservice/case/field_values/{field_name}
Supported request parameters
| Name | Description |
|---|---|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the
latest.
Data type: String |
| field_name | Name of a choice or reference field. Data type: String Table: Case [sn_customerservice_case] |
| Name | Description |
|---|---|
| sysparm_dependent_value | Value to select in the Case [sn_customerservice_case] table choice field that the requested field is dependent on. Use only when requesting a choice field that is dependent on
another field. As an example, suppose you create a custom Channel Instance choice field in the Case table which is dependent on the default Channel choice field. When sysparm_dependent_value is not specified, this endpoint returns the full set of values for your custom field. To instead return only the subset of custom field values that are available when the Phone CSM channel is chosen from the Channel field, specify:
Data type: String |
| sysparm_limit | Maximum number of records to return. Unusually large
sysparm_limit values can impact system performance. For
requests that exceed this number of records, use the
sysparm_offset parameter to paginate record
retrieval.
Data type: Number |
| sysparm_offset | Starting record index for which to begin retrieving records. Use this value to paginate record retrieval. This functionality enables the retrieval of all records, regardless of the number of
records, in small manageable chunks.
For example, the first time you call this endpoint, sysparm_offset is set to "0". To simply page through all available records, use
Data type: Number Default: 0 |
| sysparm_reference_field_columns | Comma-separated list of column
names, from the table of the specified reference field, to return in the response. For
example, if Contact is the specified reference field, you would include a list of all
the fields in the Contact table to return. Data type: String |
| sysparm_query | Encoded query used to filter the result set. Queries defined using this parameter are appended to any encoded queries produced by reference qualifiers. For example:
The encoded query supports order by. To sort responses based on certain fields, use the
ORDERBY and ORDERBYDESC clauses in sysparm_query. For example, If part of the query is invalid, such as by specifying an invalid field name, the instance
ignores the invalid part. It then returns rows using only the valid portion of the query. You can control this behavior using the property glide.invalid_query.returns_no_rows. Set this
property to true to return no rows on an invalid query. Remarque : The glide.invalid_query.returns_no_rows property controls the behavior of all queries across the instance, such as in lists,
scripts (GlideRecord.query()), and web service APIs. Data type: String |
| sysparm_ref_qual_input | Encoded set of field values representing a current object to pass to reference qualifiers that use JavaScript functions. Use only when requesting a reference field. For example, when requesting values from the Asset field, you can set this query parameter value to return only assets belonging to the specified product instead of assets belonging to the product associated with the specified case:
Data type: String Syntax:
|
| Name | Description |
|---|---|
| None |
Headers
The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.
| Header | Description |
|---|---|
| Accept | Data format of the response body. Supported types: application/json or application/xml.
Default: application/json |
| Header | Description |
|---|---|
| Link | REST response data can be split into multiple result sets. Where applicable, the response header contains different links for the first set, previous set, next set, and the last set of records. For example:
|
Status codes
The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.
| Status code | Description |
|---|---|
| 200 | Successful. The request was successfully processed. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error. |
Response body parameters (JSON or XML)
| Name | Description |
|---|---|
| result | List of values for the requested field. Data type: Array of Objects |
| result.label | Display value for the field value. Data type: String |
| result.value | Field value. Data type: String |
cURL request
Retrieve values for the contact reference field from all cases:
curl 'https://instance.servicenow.com/api/sn_customerservice/case/field_values/contact' \
--request GET \
--header 'Accept: application/json' \
--user 'username':'password'The response displays labels and values for matching contacts:
{
"result": [
{
"label": "Amy Pascal",
"value": "268e22b0d7300200e5982cf65e6103d3"
},
{
"label": "Marta Hoch",
"value": "8c974d254fb81200025ba3618110c707"
},
{
"label": "Charlie Brown",
"value": "078d399dd7600200e5982cf65e6103a2"
},
{
"label": "Alex Linde",
"value": "60beb5e7d7600200e5982cf65e6103ad"
},
{
"label": "Crissy Stark",
"value": "00189b324f1e0200c0adfe618110c76d"
},
{
"label": "Denis Koch",
"value": "07e6fa386f0331003b3c498f5d3ee4a1"
}
]
}Case - GET /sn_customerservice/case/{id}/field_values/{field_name}
Retrieves the list of possible field values for a choice or reference field for a specified record in the Case [sn_customerservice_case] table.
To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or sn_customerservice.consumer role.
Use this endpoint to populate field value lists in case update forms.
When you request values for a reference field, any reference qualifiers defined for the requested field in the Dictionary Entry [sys_dictionary] table are applied, using values from the specified case record. For more information on reference qualifiers, see Reference qualifiers.
You can use the sysparm_ref_qual_input query parameter to override values from the specified case when evaluating JavaScript reference qualifiers. For an example, see the query parameter listing below.
When you request values for a choice field that is dependent on another field, this endpoint limits returned field values based on the dependency parent field value selected in the specified case record. For more details on dependent fields, see Make a field dependent.
You can use the sysparm_dependent_value query parameter to override the selection from the dependency parent field. For an example, see the query parameter listing below.
URL format
Versioned URL: /api/sn_customerservice/{api_version}/case/{id}/field_values/{field_name}
Default URL: /api/sn_customerservice/case/{id}/field_values/{field_name}
Supported request parameters
| Name | Description |
|---|---|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the
latest.
Data type: String |
| field_name | Name of a choice or reference field. Data type: String Table: Case [sn_customerservice_case] |
| id | Sys_id of a record to use when evaluating reference qualifiers. Data type: String Table: Case [sn_customerservice_case] |
| Name | Description |
|---|---|
| sysparm_dependent_value | Value to select in the Case [sn_customerservice_case] table choice field that the requested field is dependent on. Use only when requesting a choice field that is dependent on
another field. As an example, suppose you create a custom Channel Instance choice field in the Case table which is dependent on the default Channel choice field. When sysparm_dependent_value is not specified, this endpoint returns the full set of values for your custom field. To instead return only the subset of custom field values that are available when the Phone CSM channel is chosen from the Channel field, specify:
Data type: String |
| sysparm_limit | Maximum number of records to return. Unusually large
sysparm_limit values can impact system performance. For
requests that exceed this number of records, use the
sysparm_offset parameter to paginate record
retrieval.
Data type: Number |
| sysparm_offset | Starting record index for which to begin retrieving records. Use this value to paginate record retrieval. This functionality enables the retrieval of all records, regardless of the number of
records, in small manageable chunks.
For example, the first time you call this endpoint, sysparm_offset is set to "0". To simply page through all available records, use
Data type: Number Default: 0 |
| sysparm_query | Encoded query used to filter the result set. Queries defined using this parameter are appended to any encoded queries produced by reference qualifiers. For example:
The encoded query supports order by. To sort responses based on certain fields, use the
ORDERBY and ORDERBYDESC clauses in sysparm_query. For example, If part of the query is invalid, such as by specifying an invalid field name, the instance
ignores the invalid part. It then returns rows using only the valid portion of the query. You can control this behavior using the property glide.invalid_query.returns_no_rows. Set this
property to true to return no rows on an invalid query. Remarque : The glide.invalid_query.returns_no_rows property controls the behavior of all queries across the instance, such as in lists,
scripts (GlideRecord.query()), and web service APIs. Data type: String |
| sysparm_reference_field_columns | Comma-separated list of column
names, from the table of the specified reference field, to return in the response. For
example, if Contact is the specified reference field, you would include a list of all
the fields in the Contact table to return. Data type: String |
| sysparm_ref_qual_input | Encoded set of field values representing a current object to pass to reference qualifiers that use JavaScript functions. Use only when requesting a reference field. For example, when requesting values from the Asset field, you can set this query parameter value to return only assets belonging to the specified product instead of assets belonging to the product associated with the specified case:
Data type: String Syntax:
|
| Name | Description |
|---|---|
| None |
Headers
The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.
| Header | Description |
|---|---|
| Accept | Data format of the response body. Supported types: application/json or application/xml.
Default: application/json |
| Header | Description |
|---|---|
| Link | REST response data can be split into multiple result sets. Where applicable, the response header contains different links for the first set, previous set, next set, and the last set of records. For example:
|
Status codes
The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.
| Status code | Description |
|---|---|
| 200 | Successful. The request was successfully processed. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error. |
Response body parameters (JSON or XML)
| Name | Description |
|---|---|
| result | List of values for the requested field. Data type: Array of Objects |
| result.label | Display value for the field value. Data type: String |
| result.value | Field value. Data type: String |
cURL request
Retrieve the contact reference field value for an existing case:
curl 'https://instance.servicenow.com/api/sn_customerservice/case/f352dc9387632300d6b0a7da0acb0b60/field_values/contact' \
--request GET \
--header 'Accept: application/json' \
--user 'username':'password'The response displays the label and value for the contact assigned to the specified case:
{
"result": [
{
"label": "Alex Linde",
"value": "60beb5e7d7600200e5982cf65e6103ad"
}
]
}Case - GET /sn_customerservice/case/{id}
Retrieves the specified Customer Service Management (CSM) case.
To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or sn_customerservice.consumer role.
URL format
Versioned URL: /api/sn_customerservice/{api_version}/case/{id}
Default URL: /api/sn_customerservice/case/{id}
Supported request parameters
| Name | Description |
|---|---|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the
latest.
Data type: String |
| id | Sys_id or case number for the case to retrieve. Results will be unpredictable if a specified case number is shared by two or more cases. Data type: String Table: Case [sn_customerservice_case] |
| Name | Description |
|---|---|
| sysparm_display_value | Determines the type of data returned, either the actual values from the database or the display values of the fields. Display values are manipulated based on the actual value in
the database and user or system settings and preferences. If returning display values, the value that is returned is dependent on the field type.
Data type: String Valid values:
Default: false Remarque : There is no preferred method for setting this parameter. However, specifying the display value may cause performance issues since it is not reading directly from the database and may
include referencing other fields and records. For more information on display values and actual values, see Table API FAQs (KB0534905). |
| Name | Description |
|---|---|
| None |
Headers
The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.
| Header | Description |
|---|---|
| Accept | Data format of the response body. Supported types: application/json or application/xml.
Default: application/json |
| Header | Description |
|---|---|
| None |
Status codes
The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.
| Status code | Description |
|---|---|
| 200 | Successful. The request was successfully processed. |
| 404 | Indicates that the request is invalid. Could be due to one of the following
reasons:
|
Response body parameters (JSON or XML)
| Element | Description |
|---|---|
| account |
Sys_id of the account record associated with the case.
Data type: String Table: Account [customer_account] |
| account | Account details. Data type: Object |
| account.account_code | Unique combination of values that an application uses to identify budget forecasts and budget plans. Data type: String Maximum length: 255 |
| account.account_parent | Sys_id of the parent account of this account. Located in the Account [customer_account] table. Data type: String |
| account.account_path | Path from the parent to the child accounts in the account hierarchy. Data type: String Maximum length: 255 |
| account.active_escalation | Sys_id of the active escalation associated with the account. Data type: String Table: Escalation [sn_customerservice_escalation] |
| account.apple_icon | Icon for iPhone home page bookmarks. Data type: Image |
| account.banner_image | Banner image that appears on the customer portal. Data type: Image |
| account.banner_image_light | Small banner image. Data type: Image |
| account.banner_text | Banner text that appears on the customer portal. Data type: String Maximum length: 4,000 |
| account.city | City in which the company that is associated with this account resides. Data type: String Maximum length: 50 |
| account.contact | Sys_id of a contact record associated with this account. Data type: String Table: User [sys_user] |
| account.country | Country in which the company that is associated with this account resides. Data type: String Maximum length: 40 Default: USA |
| account.customer | Flag that indicates whether the account is a customer account, as opposed to a partner account. Possible values:
Data type: Boolean Default: false |
| account.discount | Discount given to the account on purchases. Data type: Number Maximum length: 15 |
| account.fax_phone | Primary fax phone number for the company associated with this account. Data type: String Maximum length: 40 |
| account.fiscal_year | Fiscal year for the company associated with the account. Data type: String |
| account.lat_long_error | Difference in the actual location as compared to latitude and longitude information. Data type: String Maximum length: 1,000 |
| account.latitude | Latitude of the company associated with this account. Data type: Number (floating point number) Maximum length: 40 |
| account.longitude | Longitude of the company associated with this account. Data type: Number (floating point number) Maximum length: 40 |
| account.manufacturer | Flag that indicates whether the company associated with this account manufactures goods. Possible values:
Data type: Boolean Default: false |
| account.market_cap | Market value of the associated company's publicly traded stock shares. Data type: Number (currency) Maximum length: 20 |
| account.name | Name of the company associated with this account. Data type: String Maximum length: 80 |
| account.notes | Additional information about the company. Data type: String Maximum length: 4,000 |
| account.num_employees | Number of people employed by the company. Data type: Number (Integer) Maximum length: 40 |
| account.number | Number that identifies this account. Data type: String Maximum length: 40 |
| account.parent | Sys_id of the parent account of this account. Data type: String Table: Company [core_company] |
| account.partner | Flag that indicates whether the account is a partner account or a customer account. Possible values:
Data type: Boolean Default: false |
| account.phone | Primary phone number for the company. Data type: String |
| account.primary | Flag that indicates whether this is a primary account. Possible values:
Data type: Boolean Default: false |
| account.primary_contact | Sys_id of the primary contact for the account. Data type: String Table: Contact [customer_contact] |
| account.profits | Profit information entered for this account. Data type: Number (Currency) Maximum length: 40 |
| account.publicly_traded | Flag that indicates whether the company associated with this account is publicly traded on the stock exchange. Possible values:
Data type: Boolean |
| account.rank_tier | Type of account. Possible values:
Data type: String Maximum length: 40 |
| account.registration_code | Unique code that customers use when requesting a login on the customer portal. This code provides a method for validating the customer on the company before granting
access. Data type: String Maximum length: 40 |
| account.revenue_per_year | Revenue produced by the company associated with this account. Data type: Number (Currency) Maximum length: 20 |
| account.state | State in which the company resides. Data type: String Maximum length: 40 |
| account.stock_price | Price of the company stock. Data type: String Maximum length: 40 |
| account.stock_symbol | Stock symbol of the company. Data type: String Maximum length: 40 |
| account.street | Street address of the company. Data type: String Maximum length: 255 |
| account.sys_class_name | Table that contains the associated account record. Data type: String |
| account.sys_created_by | User that originally created the account. Data type: String Maximum length: 40 |
| account.sys_created_on | Date and time that the account was originally created. Data type: String |
| account.sys_id | Sys_id for the account record. Data type: String |
| account.sys_mod_count | Number of times the account information has been updated. Data type: Number (Integer) |
| account.sys_updated_by | User that last modified the account information. Data type: String Maximum length: 40 |
| account.sys_updated_on | Date and time the account information was last updated. Data type: String |
| account.theme | Sys_id of the customer portal theme used by this account. Data type: String Table: Theme [sys_ui_theme] |
| account.vendor | Flag that indicates whether the company associated with this account is a vendor. Possible values:
Data type: Boolean Default: false |
| account.vendor_manager | List of sys_ids of the vendor managers for the account. Data type: String Table: User [sys_user] |
| account.vendor_type | List of sys_ids of the type of vendor such as, applications, hardware, services, or software. Data type: String Table: Vendor Type [vendor_type] |
| account.website | URL of the website for the company. Data type: String Maximum length: 1,024 |
| account.zip | Zip code of the company. Data type: String Maximum length: 40 |
| active | Flag that indicates whether the case is open and active. Possible values:
Data type: Boolean Default: true |
| active_account_escalation | Sys_id of the active account escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| active_escalation | Sys_id of the active escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| activity_due | Date for which the associated case is expected
to be completed. Data type: String |
| additional_assignee_list | List of the sys_ids of the additional persons (other than the primary assignee) that have been assigned to the account. Data type: Array Maximum: 4,000 Table: User [sys_user] |
| approval | String that describes the type of approval required. Possible values:
Data type: String Maximum characters: 40 Default: not requested |
| approval_history | List of all approvals associated with the case. Data type: String Maximum characters: 4,000 |
| approval_set | Date and time that the associated action was
approved. Data type: String |
| asset | Sys_id of the asset record associated with the case. Data type: String Table: Asset [alm_asset] |
| assigned_to |
Sys_id of the person assigned to the case.
Table: User [sys_user] Data type: String |
| assignment_group | Sys_id of the customer service agent group assigned to the case. Data type: String Table: Group [sys_user_group] |
| business_duration | Length in calendar work hours, work days,
and work weeks that it took to complete the case. Data type: String |
| business_impact | Impact of the issue on the associated customer. Data type: String Maximum characters: 4,000 |
| business_service | Sys_id of the service record associated with the case. Data type: String Table: Service [cmdb_ci_service] |
| case | Case short description and case number. Data type: String Maximum length: 300 |
| case_report | Sys_id of the associated case report. Data type: String Table: Case Report [sn_customerservice_case_report] |
| category | Case category. Possible values:
Data type: Number (Integer) Default: 1 |
| cause | Details about the cause of the problem. Data type: String Maximum length: 4,000 |
| caused_by | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| change | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| child_case_creation_progress | Flag that indicates whether the case is a child case that was created from a major case. Possible values:
Data type: Boolean |
| closed_at | Date and time that the case was closed. Data type: String |
| closed_by | Sys_id of the user that closed the case. Data type: String Table: User [sys_user] |
| close_notes | Notes made when the case was closed. Data type: String Maximum length: 4,000 |
| cmdb_ci | Sys_id of the configuration item associated with the case. Data type: String Table: Configuration Item [cmdb_ci] |
| comments | Additional comments about the case. Data type: String Maximum length: 4,000 |
| comments_and_work_notes | Comments and work notes entered for the case. Data type: String Maximum length: 4,000 |
| company | Sys_id of the company associated with the case. Data type: String Table: Company [core_company] |
| consumer | Business-to-consumer cases only. Sys_id of the person to contact with regard to this case. Data type: String Table: Consumer [csm_consumer] |
| consumer | Array of parameters for business-to-consumer cases. |
| consumer.active | Flag that indicates whether the consumer is active. Possible values:
Data type: Boolean Default: true |
| consumer.business_phone | Business phone number of the consumer. Data type: String Maximum length: 40 |
| consumer.city | City in which the consumer resides. Data type: String Maximum length: 100 |
| consumer.country | Country in which the consumer resides. Data type: String Maximum length: 40 |
| consumer.date_format | Format in which to display dates. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| consumer.email | Email address of the consumer. Data type: String Maximum length: 100 |
| consumer.fax | Fax number of the consumer. Data type: String Maximum length: 40 |
| consumer.first_name | Consumer first name. Data type: String Maximum length: 50 |
| consumer.gender | Gender of the consumer. Data type: String Maximum length: 40 |
| consumer.home_phone | Home phone number of the consumer. Data type: String Maximum length: 40 |
| consumer.household | Sys_id of the record that describes the household characteristics. Data type: String Table: Household [csm_household] |
| consumer.last_name | Consumer last name. Data type: String Maximum length: 50 |
| consumer.middle_name | Consumer middle name. Data type: String Maximum length: 50 |
| consumer.mobile_phone | Consumer mobile phone number. Data type: String Maximum length: 40 |
| consumer.name | Consumer full name; first_name+middle_name+last_name. Data type: String Maximum length: 152 |
| consumer.notes | Notes on consumer. Data type: String Maximum length: 4,000 |
| consumer.notification | Indicates whether the consumer should receive notifications. Valid values:
Data type: Number (Integer) Maximum length: 40 Default: 2 |
| consumer.number | Unique number associated with the consumer. Data type: String Maximum length: 40 |
| consumer.photo | Photo of the consumer. Data type: Image |
| consumer.preferred_language | Consumer primary language. Data type: String Maximum length: 3 |
| consumer.prefix | Consumer name prefix such as, Dr., Mr., Mrs., or Ms. Data type: String Maximum length: 40 |
| consumer.primary | Flag that indicates whether this is the primary consumer. Possible values:
Data type: Boolean Default: false |
| consumer.state | State in which the consumer resides. Data type: String Maximum length: 100 |
| consumer.street | Consumer street address. Data type: String Maximum length: 255 |
| consumer.suffix | Consumer name suffix such as Jr., Sr., or
II. Data type: String |
| consumer.sys_created_by | User that created the consumer record. Data type: String Maximum length: 40 |
| consumer.sys_created_on | Date and time the consumer record was
originally created. Data type: String |
| consumer.sys_domain | ServiceNow domain in
which the consumer information resides. Data type: String |
| consumer.sys_id | Unique identifier for the consumer. Data type: String |
| consumer.sys_mod_count | Number of times that the associated consumer information has been modified. Data type: Number (Integer) |
| consumer.sys_updated_by | User that last updated the consumer information. Data type: String Maximum length: 40 |
| consumer.sys_updated_on | Date and time when the consumer
information was last updated. Data type: String |
| consumer.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: blank (system time format) |
| consumer.time_zone | Consumer time zone, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| consumer.title | Consumer business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| consumer.user | Sys_id of the consumer user. Data type: String Table: Consumer User [csm_consumer_user] |
| consumer.zip | Consumer zip code. Data type: String Maximum length: 40 |
| contact | Business-to-business based cases only. Sys_id of the person to contact regarding this case. Data type: String Table: Contact [customer_contact] |
| contact | Array of contact parameters for business-to-business cases. |
| contact.account | Sys_id of the account record to which the contact is associated. Data type: String Table: Account [customer_account] |
| contact.active | Flag that indicates whether the contact is active within the system. Possible values:
Data type: Boolean Default: true |
| contact.agent_status | Status of the agent. Possible values:
Data type: String Maximum length: 40 |
| contact.building | Sys_id of the record that describes the building in which the contact resides. Data type: String Table: Building [cmn_building] |
| contact.calendar_integration | Calendar application that the contact uses. 1: Outlook Data type: Number (Integer) Default: 1 |
| contact.city | City in which the contact resides. Data type: String Maximum length: 40 |
| contact.company | Sys_id of the company record to which the contact is associated. Data type: String Table: Company [core_company] |
| contact.cost_center | Sys_id of the cost center associated with the contact. Data type: String Table: Cost Center [cmn_cost_center] |
| contact.country | Country code of the country in which the contact resides. Data type: String Maximum length: 3 |
| contact.date_format | Format in which to display dates to contacts. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| contact.default_perspective | Sys_id of the default perspective for the contact. Data type: String Table: Menu List [sys_perspective] |
| contact.department | Sys_id of the department associated with the contact. Data type: String Table: Department [cmn_department] |
| contact.edu_status | Education status of the associated contact. Data type: String Maximum length: 40 Default: faculty |
| contact.email | Contact email address. Data type: String |
| contact.employee_number | Contact employee number. Data type: String |
| contact.enable_multifactor_authn | Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal. Possible values:
Data type: Boolean Default: false |
| contact.failed_attempts | Number of failed log in attempts. Data type: Number (Integer) |
| contact.first_name | Contact first name. Data type: String Maximum length: 50 |
| contact.gender | Contact gender. Data type: String Maximum length: 40 |
| contact.geolocation_tracked | Flag that indicates whether the contact location is obtained through geotracking. Possible values:
Data type: Boolean Default value: false |
| contact.home_phone | Contact home phone number. Data type: String Maximum length: 40 |
| contact.internal_integration_user | Flag that indicates whether the contact is an internal integration user. Possible values:
Data type: Boolean Default: false |
| contact.introduction | Introduction Data type: String Maximum length: 40 |
| contact.last_login | Date on which the contact last logged into the
system. Data type: String (Date) |
| contact.last_login_device | Device the consumer used the last time they logged in to the system. Data type: String Maximum length: 40 |
| contact.last_login_time | Date and time the contact logged in to
the system. Data type: String (Date/time) |
| contact.last_name | Contact last name. Data type: String Maximum length: 50 |
| contact.last_position_update | Date and time the last position was
updated. Data type: String (Date/time) |
| contact.latitude | Latitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| contact.ldap_server | Sys_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server [ldap_server_config] |
| contact.location | Sys_id of the record that describes the location of the contact Data type: String Table: Location [cmn_location] |
| contact.locked_out | Flag that indicates if the contact is locked-out. Possible values:
Data type: Boolean Default: false |
| contact.longitude | Longitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| contact.manager | Sys_id of the record that describes the direct supervisor of the contact. Data type: String Table: User [sys_user] |
| contact.middle_name | Contact middle name. Data type: Number (Floating point) Maximum length: 50 |
| contact.mobile_phone | Contact mobile phone number. Data type: String Maximum length: 40 |
| contact.name | Contact full name. Data type: String Maximum length: 151 |
| contact.notification | Indicates whether the contact should receive notifications. Valid values:
Data type: Number (Integer) Default: 2 |
| contact.on_schedule | Indicates the timeliness of dispatched service personnel. Valid values:
Data type: String Maximum length: 40 |
| contact.phone | Contact business phone number. Data type: String Maximum length: 40 |
| contact.photo | Photo image of the contact. Data type: String |
| contact.preferred_language | Country code of the contact primary language. Data type: String Maximum length: 3 |
| contact.roles | List of user roles associated with the contact. Data type: String Maximum length: 40 |
| contact.schedule | Sys_id of the record that describes the work schedule for the associated contact. Data type: String Table: Schedule [cmn_schedule] |
| contact.source | Source of the contact. Data type: String Maximum length: 255 |
| contact.state | State in which the contact resides. Data type: String Maximum length: 40 |
| contact.street | Contact street address. Data type: String Maximum length: 255 |
| contact.sys_class_name | Table that contains the contact record. Data type: String Maximum length: 80 |
| contact.sys_created_by | User that originally created the associated contact record. Data type: String Maximum length: 40 |
| contact.sys_created_on | Data and time the associated contact was
originally created. Data type: String (Date/time) |
| contact.sys_domain | ServiceNow instance domain of the
associated contact record. Data type: String |
| contact.sys_domain_path | Contact record domain path. Data type: String Maximum length: 255 Default: / (global) |
| contact.sys_id | Unique identifier for the associated contact
record. Data type: String |
| contact.sys_mod_count | Number of times that the associated contact
record has been modified. Data type: Number (Integer) |
| contact.sys_tags | System tags for the content. Data type: String |
| contact.sys_updated_by | User that last updated the associated contact information. Data type: String Maximum length: 40 |
| contact.sys_updated_on | Data and time the associated contact
information was updated. Data type: String (Date/time) |
| contact.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: Blank (system time format) |
| contact.time_sheet_policy | Sys_id of the record that contains the time sheet policy for the associated contact. Data type: String Table: Time Sheet Policy [time_sheet_policy] |
| contact.time_zone | Time zone in which the contact resides, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| contact.title | Contact business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| contact.user_name | Contact user ID. Data type: String Maximum length: 40 |
| contact.vip | Flag that indicates whether the associated contact has VIP status. Possible values:
Data type: Boolean Default: false |
| contact.web_service_access_only | Flag that indicates whether the contact can only access services through the web. Possible values:
Data type: Boolean Default: false |
| contact.zip | Contact zip code. Data type: String Maximum length: 40 |
| contact_local_time | Contact local time. Data type: String Maximum length: 70 |
| contact_time_zone | Time zone of the contact associated with the case. Data type: String Maximum length: 40 |
| contact_type | Method in which the case was initially reported. Possible values:
Data type: String Maximum length: 40 |
| contract | Sys_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A contract can include
a company and contact and the specific assets that are covered. A contract can also include multiple service entitlements and SLAs. Data type: String Table: Contract [ast_contract] |
| correlation_display | Correlation display. Data type: String Maximum length: 100 |
| correlation_id | Correlation identifier. Data type: String Maximum length: 100 |
| delivery_plan | Sys_id of the parent execution plan for this case. Data type: String Table: Execution Plan [sc_cat_item_delivery_plan] |
| delivery_task | Sys_id of the execution plan task. Data type: String Table: Execution Plan Task [sc_cat_item_delivery_task] |
| description | Detailed description of the problem associated with the case.
Data type: String Maximum length: 4,000 |
| due_date | Date that the case is due to be closed. Data type: String |
| entitlement | Sys_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An
entitlement can be associated with a product, an asset, an account, or a contract. Data type: String Table: Entitlement [service_entitlement] |
| escalation | Current escalation level. Possible values:
Data type: Number (Integer) Default: 0 |
| expected_start | Date and time when work is scheduled to begin
on the case. Data type: String |
| first_response_time | Date and time when the first action was
taken on the case. Data type: String |
| follow_the_sun | Flag that indicates whether the case should be handed-off for global follow-up. If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically set to true. Possible values:
Data type: Boolean Default: false |
| follow_up | Date and time of the next follow-up action. Data type: String |
| group_list | List of sys_ids of the group records associated with the case. Data type: Array Table: Group [sys_user_group] |
| impact | Impact on customer. Possible values:
Data type: Number (Integer) Default: 3 |
| knowledge | Flag that indicates if there is a knowledge base article available for the specified issue. Possible values:
Data type: Boolean Default: false |
| location | Sys_id of the record describing the company location. Data type: String Table: Location [cmn_location] |
| made_sla | Flag that indicates whether the case was resolved in alignment with the associated service level agreement. Possible values:
Data type: Boolean Default: true |
| major_case_state | Current state of the major case. Possible values:
Data type: String Maximum length: 40 |
| needs_attention | Flag that indicates whether the case needs attention. Possible values:
Data type: Boolean Default: false |
| notes_to_comments | Flag that indicates whether to add the resolution notes to the comments. Possible values:
Data type: Boolean |
| notify | Method to use to notify contact/consumer. Possible values:
Data type: Number (Integer) Default: 1 |
| number | Case number. Data type: String Maximum length: 40 |
| opened_at | Date and time that the case was opened. Data type: String |
| opened_by | Sys_id of the person that initially opened the case. Data type: String Table: User [sys_user] |
| order | Order of the case. Data type: Number (Integer) |
| parent | Sys_id of the parent case to which this case (child) is associated. Data type: String Table: Task [task] |
| partner | Sys_id of the partner associated with the case. Data type: String Table: Account [customer_account] |
| partner_contact | Sys_id of the partner contact associated with the case. Data type: String Table: Contact [customer_contact] |
| priority | Priority of the case.
Possible values:
Data type: Number (Integer) Default: 4 |
| probable_cause | Possible cause of the issue associated with the case. Data type: String Maximum length: 4,000 |
| problem | Sys_id of the issue that the customer is encountering. Data type: String Table: Problem [problem] |
| product | Sys_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro). Data type: String Table: Product Model [cmdb_model] |
| reassignment_count | Number of times that the case was reassigned to a person that is responsible for moving the case forward. Data type: Number (Integer) Default: 0 |
| recipient_list | Sys_id of the record that contains the list of recipients for communications about this case. Data type: String Table: Recipients List [sn_publications_recipients_list] |
| rejection_goto | Sys_id of the task to execute if the case is rejected. Data type: String Table: Task [task] |
| resolution_code | Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40 |
| resolved_at | Date and time that the case was resolved. Data type: String |
| resolved_by | Sys_id of the person that resolved the case. Data type: String Table: User [sys_user] |
| result | List of values for the requested field. Data type: Array of Objects |
| result.label | Display value for the field value. Data type: String |
| result.value | Field value. Data type: String |
| short_description | Concise description of the case.
Data type: String Maximum length: 160 |
| skills | List of the unique identifiers (sys_id) of the skills needed to complete the case. Data type: String Table: Skill [cmn_skill] |
| sla_due | Date/time at which the case must be closed based on
the associated service level agreement. Data type: String |
| sn_app_cs_social_social_profile | Details for a specific social media profile, such as Facebook, Twitter, or YouTube. Data type: Array of Objects |
| sn_app_cs_social_social_profile.account | Unique identifier of the record containing
account information for the social media profile. Located in the Account
[customer_account] table. Data type: String |
| sn_app_cs_social_social_profile.channel | Details on the associated social media profile channel. Data type: Object |
| sn_app_cs_social_social_profile.channel.name | Name of the social media channel. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.channel.sys_class_name | Table that contains the social media channel record. Data type: String Maximum length: 80 |
| sn_app_cs_social_social_profile.channel.sys_created_by | Person that created the social media channel. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_created_on | Date and time the social media profile was created. Data type: Date/time Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_id | Unique identifier of the associated social
media profile channel. Data type: String |
| sn_app_cs_social_social_profile.channel.sys_mod_count | Number of times that information was
modified for the associated social media profile channel. Data type: Integer |
| sn_app_cs_social_social_profile.channel.sys_name | System name of channel. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.channel.sys_package | Unique identifier of the record that
contains information about the package associated with the profile; Package
[sys_package] table. Data type: Reference |
| sn_app_cs_social_social_profile.channel.sys_policy | System protection policy. Possible values:
Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_scope | Unique identifier of the record that
contains information about the scope of the social profile; Application [sys_scope]
table. Data type: Reference |
| sn_app_cs_social_social_profile.channel.sys_tags | System tags associated with the
channel. Data type: String |
| sn_app_cs_social_social_profile.channel.sys_update_name | Name of the person that last updated the social media profile channel. Data type: String Maximum length: 250 |
| sn_app_cs_social_social_profile.channel.sys_updated_by | User that last updated the social media profile channel. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_updated_on | Date and time the social media profile channel was last updated. Data type: Date/time Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer | For business-to-consumer cases. Details about the consumer associated with the
case. Data type:
Object |
| sn_app_cs_social_social_profile.consumer.active | Flag that indicates whether the consumer is active. Possible values:
Data type: Boolean Default: true |
| sn_app_cs_social_social_profile.consumer.business_phone | Business phone number of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.city | City in which the consumer resides. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.consumer.country | Country in which the consumer resides. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.date_format | Format in which to display dates. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| sn_app_cs_social_social_profile.consumer.email | Email address of the consumer. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.consumer.fax | Fax number of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.first_name | Consumer first name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.consumer.gender | Gender of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.home_phone | Home phone number of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.household | Sys_id of the record that describes the household characteristics. Data type: String Table: Household [csm_household] |
| sn_app_cs_social_social_profile.consumer.last_name | Consumer last name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.consumer.middle_name | Consumer middle name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.consumer.mobile_phone | Consumer mobile phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.name | Consumer full name; first_name+middle_name+last_name. Data type: String Maximum length: 152 |
| sn_app_cs_social_social_profile.consumer.notes | Notes on consumer. Data type: String Maximum length: 4,000 |
| sn_app_cs_social_social_profile.consumer.notification | Indicates whether the consumer should receive notifications. Valid values:
Data type: Number (Integer) Maximum length: 40 Default: 2 |
| sn_app_cs_social_social_profile.consumer.number | Unique number associated with the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.photo | Photo of the consumer. Data type: Image |
| sn_app_cs_social_social_profile.consumer.preferred_language | Consumer primary language. Data type: String Maximum length: 3 |
| sn_app_cs_social_social_profile.consumer.prefix | Consumer name prefix such as, Dr., Mr., Mrs., or Ms. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.primary | Flag that indicates whether this is the primary consumer. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.consumer.state | State in which the consumer resides. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.consumer.street | Consumer street address. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.consumer.suffix | Consumer name suffix such as Jr., Sr., or
II. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_created_by | User that created the consumer record. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.sys_created_on | Date and time the consumer record was
originally created. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_domain | ServiceNow domain in
which the consumer information resides. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_id | Unique identifier for the consumer. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_mod_count | Number of times that the associated consumer information has been modified. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.consumer.sys_tags | Consumer system tags. |
| sn_app_cs_social_social_profile.consumer.sys_updated_by | User that last updated the consumer information. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.sys_updated_on | Date and time when the consumer
information was last updated. Data type: String |
| sn_app_cs_social_social_profile.consumer.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: blank (system time format) |
| sn_app_cs_social_social_profile.consumer.time_zone | Consumer time zone, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.title | Consumer business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| sn_app_cs_social_social_profile.consumer.user | Sys_id of the consumer user. Data type: String Table: Consumer User [csm_consumer_user] |
| sn_app_cs_social_social_profile.consumer.zip | Consumer zip code. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact | For business-to-business cases. Unique
identifier of the record containing details about the social media profile that
belongs to the contact associated with the case. Located in the Contact
[customer_contact] table. Data type: String |
| sn_app_cs_social_social_profile.contact.account | Sys_id of the account record to which the contact is associated. Data type: String Table: Account [customer_account] |
| sn_app_cs_social_social_profile.contact.active | Flag that indicates whether the contact is active within the system. Possible values:
Data type: Boolean Default: true |
| sn_app_cs_social_social_profile.contact.agent_status | Status of the agent. Possible values:
Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.building | Sys_id of the record that describes the building in which the contact resides. Data type: String Table: Building [cmn_building] |
| sn_app_cs_social_social_profile.contact.calendar_integration | Calendar application that the contact uses. 1: Outlook Data type: Number (Integer) Default: 1 |
| sn_app_cs_social_social_profile.contact.city | City in which the contact resides. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.company | Sys_id of the company record to which the contact is associated. Data type: String Table: Company [core_company] |
| sn_app_cs_social_social_profile.contact.cost_center | Sys_id of the cost center associated with the contact. Data type: String Table: Cost Center [cmn_cost_center] |
| sn_app_cs_social_social_profile.contact.country | Country code of the country in which the contact resides. Data type: String Maximum length: 3 |
| sn_app_cs_social_social_profile.contact.date_format | Format in which to display dates to contacts. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| sn_app_cs_social_social_profile.contact.default_perspective | Sys_id of the default perspective for the contact. Data type: String Table: Menu List [sys_perspective] |
| sn_app_cs_social_social_profile.contact.department | Sys_id of the department associated with the contact. Data type: String Table: Department [cmn_department] |
| sn_app_cs_social_social_profile.contact.edu_status | Education status of the associated contact. Data type: String Maximum length: 40 Default: faculty |
| sn_app_cs_social_social_profile.contact.email | Contact email address. Data type: String |
| sn_app_cs_social_social_profile.contact.employee_number | Contact employee number. Data type: String |
| sn_app_cs_social_social_profile.contact.enable_multifactor_authn | Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.failed_attempts | Number of failed log in attempts. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.contact.first_name | Contact first name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.contact.gender | Contact gender. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.geolocation_tracked | Flag that indicates whether the contact location is obtained through geotracking. Possible values:
Data type: Boolean Default value: false |
| sn_app_cs_social_social_profile.contact.home_phone | Contact home phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.internal_itegration_user | Flag that indicates whether the contact is an internal integration user. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.introduction | Introduction Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.last_login | Date on which the contact last logged into the
system. Data type: String (Date) |
| sn_app_cs_social_social_profile.contact.last_login_device | Device the consumer used the last time they logged in to the system. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.last_login_time | Date and time the contact logged in to
the system. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.last_name | Contact last name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.contact.last_position_update | Date and time the last position was
updated. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.latitude | Latitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.ldap_server | Sys_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server [ldap_server_config] |
| sn_app_cs_social_social_profile.contact.location | Sys_id of the record that describes the location of the contact Data type: String Table: Location [cmn_location] |
| sn_app_cs_social_social_profile.contact.locked_out | Flag that indicates if the contact is locked-out. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.longitude | Longitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.manager | Sys_id of the record that describes the direct supervisor of the contact. Data type: String Table: User [sys_user] |
| sn_app_cs_social_social_profile.contact.middle_name | Contact middle name. Data type: Number (Floating point) Maximum length: 50 |
| sn_app_cs_social_social_profile.contact.mobile_phone | Contact mobile phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.name | Contact full name. Data type: String Maximum length: 151 |
| sn_app_cs_social_social_profile.contact.notification | Indicates whether the contact should receive notifications. Valid values:
Data type: Number (Integer) Default: 2 |
| sn_app_cs_social_social_profile.contact.on_schedule | Indicates the timeliness of dispatched service personnel. Valid values:
Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.phone | Contact business phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.photo | Photo image of the contact. Data type: String |
| sn_app_cs_social_social_profile.contact.preferred_language | Country code of the contact primary language. Data type: String Maximum length: 3 |
| sn_app_cs_social_social_profile.contact.roles | List of user roles associated with the contact. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.schedule | Sys_id of the record that describes the work schedule for the associated contact. Data type: String Table: Schedule [cmn_schedule] |
| sn_app_cs_social_social_profile.contact.source | Source of the contact. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.contact.state | State in which the contact resides. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.street | Contact street address. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.contact.sys_class_name | Table that contains the contact record. Data type: String Maximum length: 80 |
| sn_app_cs_social_social_profile.contact.sys_created_by | User that originally created the associated contact record. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.sys_created_on | Data and time the associated contact was
originally created. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.sys_domain | ServiceNow instance domain of the
associated contact record. Data type: String |
| sn_app_cs_social_social_profile.contact.sys_domain_path | Contact record domain path. Data type: String Maximum length: 255 Default: / (global) |
| sn_app_cs_social_social_profile.contact.sys_id | Unique identifier for the associated contact
record. Data type: String |
| sn_app_cs_social_social_profile.contact.sys_mod_count | Number of times that the associated contact
record has been modified. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.contact.sys_tags | Contact system tags. |
| sn_app_cs_social_social_profile.contact.sys_updated_by | User that last updated the associated contact information. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.sys_updated_on | Data and time the associated contact
information was updated. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: Blank (system time format) |
| sn_app_cs_social_social_profile.contact.time_sheet_policy | Sys_id of the record that contains the time sheet policy for the associated contact. Data type: String Table: Time Sheet Policy [time_sheet_policy] |
| sn_app_cs_social_social_profile.contact.time_zone | Time zone in which the contact resides, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.title | Contact business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| sn_app_cs_social_social_profile.contact.user_name | Contact user ID. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.vip | Flag that indicates whether the associated contact has VIP status. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.web_service_access_only | Flag that indicates whether the contact can only access services through the web. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.zip | Contact zip code. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.created_on | Date and time the associated social media profile was initially created. |
| sn_app_cs_social_social_profile.profile | Social profile. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.profile_url | URL to use to access the social media
profile. Data type: String Maximum length: 1,024 |
| sn_app_cs_social_social_profile.social_id | Unique social media account provider
identifier for the associated social media account. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.source | Source of the social profile. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.sys_created_by | User that initially created the
social media profile. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.sys_created_on | Date and time the social media
profile was initially created. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.sys_id | Unique identifier for the social media
profile. Data type: String |
| sn_app_cs_social_social_profile.sys_mod_count | Number of times that information was
modified for the associated social media profile. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.sys_tags | Profile system tags. |
| sn_app_cs_social_social_profile.sys_updated_by | User that initially created the
social media profile. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.sys_updated_on | User that initially created the
social media profile. Data type: String Maximum length: 40 |
| state | Current state of the case. Possible values:
Data type: Number (Integer) Default: 1 |
| subcategory | Case subcategory. Possible values: 0: QuestionData type: Number (Integer) Default: 0 |
| support_manager | Sys_id of the CSM manager assigned to the case. Data type: String Table: User [sys_user] |
| sync_driver | Flag that indicates whether there's driver synchronization. Possible values:
Data type: Boolean |
| sys_class_name | Table that contains the case record. Data type: String Maximum length: 80 |
| sys_created_by | Person that initially opened the case. Data type: String Maximum length: 40 |
| sys_created_on | Date and time when the case was initially
created. Data type: String |
| sys_domain | Domain associated with the case. Data type: String Maximum length: 32 Default: global |
| sys_domain_path | Domain path. Data type: String Maximum length: 255 Default: / |
| sys_id | Unique identifier for the case. Data type: String Maximum length: 32 |
| sys_mod_count | Number of updates to the case since it was
initially created. Data type: Number (Integer) |
| sys_tags | System tags. |
| sys_updated_by | Person that last updated the case. Data type: String Maximum length: 40 |
| sys_updated_on | Date and time when the case was last
updated. Data type: String |
| time_worked | Total amount of time worked on the case. Data type: String |
| upon_approval | Action to take if the case is approved. Possible values:
Data type: String Maximum length: 40 Default: proceed |
| upon_reject | Action to take if the case is rejected. Possible values:
Data type: String Maximum length: 40 Default: cancel |
| urgency | Urgency of the case. Possible values:
Data type: Number (Integer) Default: 3 |
| user_input | Additional user input. Data type: String Maximum length: 4,000 |
| variable_pool | Grouping of variables. |
| variables | Name-value pairs of variables associated with the case. Data type: String Maximum length: 40 |
| watch_list | List of sys_ids of the users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed. Data type: Array Table: User [sys_user] |
| wf_activity | Sys_id of the workflow activity record associated with the case. Data type: String Table: Workflow Activity [wf_activity] |
| work_end | Date and time work ended on the case. Data type: String |
| work_notes | Information about how to resolve the case, or steps taken to resolve it. Data type: String Maximum length: 4,000 |
| work_notes_list | List of sys_ids of the internal users who receive notifications about this case when work notes are added. Data type: Array Table: User [sys_user] |
| work_start | Date and time that work started on the
case. Data type: String |
cURL request
curl "https://instance.servicenow.com/api/sn_customerservice/case/ba325dbe64f01300964fae39b050e9a6" \
--request GET \
--header "Accept:application/json" \
--user "username":"password"
{
"result": {
"parent": "",
"caused_by": "",
"watch_list": "",
"active_escalation": "",
"upon_reject": "cancel",
"sys_updated_on": "2018-06-18 00:14:43",
"support_manager": "",
"approval_history": "",
"skills": "",
"number": "CS0000871",
"problem": "",
"state": "10",
"case": "Acme Analytics performance degradation​CS0000871",
"sys_created_by": "john.jason",
"knowledge": "false",
"order": "",
"cmdb_ci": "",
"delivery_plan": "",
"impact": "3",
"contract": "",
"active": "true",
"work_notes_list": "",
"auto_created_case": "false",
"priority": "1",
"sys_domain_path": "/",
"rejection_goto": "",
"first_response_time": "",
"business_duration": "",
"group_list": "",
"child_case_creation_progress": "false",
"sync_driver": "false",
"approval_set": "",
"wf_activity": "",
"short_description": "Acme Analytics performance degradation",
"correlation_display": "",
"delivery_task": "",
"work_start": "",
"recipient_list": "",
"additional_assignee_list": "",
"notify": "1",
"sys_class_name": "sn_customerservice_case",
"closed_by": "",
"follow_up": "",
"contact_local_time": "",
"sn_app_cs_social_social_profile": "",
"reassignment_count": "0",
"contact_time_zone": "",
"notes_to_comments": "false",
"assigned_to": "da419c1fc312310015519f2974d3ae15",
"product": "4c84a024c3211200bb779f2974d3aef6",
"variables": "",
"variable_pool": "",
"hierarchical_variables": "variable_pool",
"sla_due": "",
"change": "",
"comments_and_work_notes": "",
"partner": "",
"escalation": "0",
"upon_approval": "proceed",
"partner_contact": "",
"correlation_id": "",
"asset": "",
"made_sla": "true",
"resolved_by": "",
"sys_updated_by": "john.jason",
"opened_by": "da419c1fc312310015519f2974d3ae15",
"user_input": "",
"sys_created_on": "2018-06-18 00:14:39",
"contact": "",
"sys_domain": "global",
"closed_at": "",
"follow_the_sun": "false",
"entitlement": "",
"business_service": "",
"business_impact": "Acme Anaytics performance is extremely slow. Customers are not able to use it. ",
"time_worked": "",
"expected_start": "",
"opened_at": "2018-06-18 00:14:39",
"work_end": "",
"resolved_at": "",
"case_report": "27329dbe64f01300964fae39b050e93c",
"subcategory": "0",
"work_notes": "",
"assignment_group": "",
"cause": "",
"description": "",
"calendar_duration": "",
"close_notes": "",
"sys_id": "ba325dbe64f01300964fae39b050e9a6",
"contact_type": "web",
"resolution_code": "",
"probable_cause": "",
"urgency": "3",
"company": "",
"major_case_state": "accepted",
"consumer": "",
"activity_due": "",
"comments": "",
"approval": "not requested",
"due_date": "",
"sys_mod_count": "2",
"sys_tags": "",
"active_account_escalation": "",
"location": "",
"category": "1",
"account": ""
}
}Case - GET /sn_customerservice/case
Retrieves a specified set of Customer Service Management (CSM) cases.
To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or sn_customerservice.consumer role.
URL format
Versioned URL: /api/sn_customerservice/{api_version}/case
Default URL: /api/sn_customerservice/case
Supported request parameters
| Name | Description |
|---|---|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the
latest.
Data type: String |
| Name | Description |
|---|---|
| sysparm_display_value | Data retrieval operation for reference and choice fields. Based on this value, retrieves the display value and/or the actual value from the database. Data type: String Valid values:
Default: false Remarque : There is no preferred method for setting this parameter. However, specifying the display value may cause performance issues since it is not reading directly from the database and
may include referencing other fields and records. For more information on display values and actual values, see Table API FAQs (KB0534905). |
| sysparm_fields | Comma-separated list of fields to return in the response. Invalid fields are ignored. Data type: String Default: Return all fields. |
| sysparm_limit | Maximum number of records to return. Unusually large
sysparm_limit values can impact system performance. For
requests that exceed this number of records, use the
sysparm_offset parameter to paginate record
retrieval.
Data type: Number |
| sysparm_offset | Starting record index for which to begin retrieving records. Use this value to paginate record retrieval. This functionality enables the retrieval of all records, regardless of the number of
records, in small manageable chunks.
For example, the first time you call this endpoint, sysparm_offset is set to "0". To simply page through all available records, use
Data type: Number Default: 0 |
| sysparm_query | Encoded query used to filter the result set. For example:
The encoded query supports order by. To
sort responses based on certain fields, use the ORDERBY and ORDERBYDESC clauses in sysparm_query. For example,
If part of the query is invalid, such as by specifying an invalid field name, the instance ignores the invalid part. It then returns rows using only the valid portion of the query. You
can control this behavior using the property glide.invalid_query.returns_no_rows. Set this property to true to return no rows on an invalid query. Remarque : The
glide.invalid_query.returns_no_rows property controls the behavior of all queries across the instance, such as in lists, scripts (GlideRecord.query()), and web service
APIs. Data type: String |
| sysparm_reference_fields | Whether or not to retrieve fields from reference tables such as account,
contact, consumer, and sn_app_cs_social_social_profile. By default, these fields are
returned if the user has read access to them, but this adds performance overhead.
When retrieving a large number of case records, this overhead can be eliminated by
setting sysparm_reference_fields=false.Data type: Boolean Default: true Remarque : When using this endpoint, you can omit the
sysparm_ prefix for this query parameter and specify it as
reference_fields. |
| Name | Description |
|---|---|
| None |
Headers
The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.
| Header | Description |
|---|---|
| Accept | Data format of the response body. Supported types: application/json or application/xml.
Default: application/json |
| Header | Description |
|---|---|
| Link | REST response data can be split into multiple result sets. Where applicable, the response header contains different links for the first set, previous set, next set, and the last set of records. For example:
|
| X-Total-Count | Response header showing the total number of records matching the request when the sysparm_limit or sysparm_offset query parameters are specified. |
Status codes
The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.
| Status code | Description |
|---|---|
| 200 | Successful. The request was successfully processed. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal Server Error. A logic error on the server-side code occurred. |
Response body parameters (JSON or XML)
| Element | Description |
|---|---|
| account |
Sys_id of the account record associated with the case.
Data type: String Table: Account [customer_account] |
| account | Account details. Data type: Object |
| account.account_code | Unique combination of values that an application uses to identify budget forecasts and budget plans. Data type: String Maximum length: 255 |
| account.account_parent | Sys_id of the parent account of this account. Located in the Account [customer_account] table. Data type: String |
| account.account_path | Path from the parent to the child accounts in the account hierarchy. Data type: String Maximum length: 255 |
| account.active_escalation | Sys_id of the active escalation associated with the account. Data type: String Table: Escalation [sn_customerservice_escalation] |
| account.apple_icon | Icon for iPhone home page bookmarks. Data type: Image |
| account.banner_image | Banner image that appears on the customer portal. Data type: Image |
| account.banner_image_light | Small banner image. Data type: Image |
| account.banner_text | Banner text that appears on the customer portal. Data type: String Maximum length: 4,000 |
| account.city | City in which the company that is associated with this account resides. Data type: String Maximum length: 50 |
| account.contact | Sys_id of a contact record associated with this account. Data type: String Table: User [sys_user] |
| account.country | Country in which the company that is associated with this account resides. Data type: String Maximum length: 40 Default: USA |
| account.customer | Flag that indicates whether the account is a customer account, as opposed to a partner account. Possible values:
Data type: Boolean Default: false |
| account.discount | Discount given to the account on purchases. Data type: Number Maximum length: 15 |
| account.fax_phone | Primary fax phone number for the company associated with this account. Data type: String Maximum length: 40 |
| account.fiscal_year | Fiscal year for the company associated with the account. Data type: String |
| account.lat_long_error | Difference in the actual location as compared to latitude and longitude information. Data type: String Maximum length: 1,000 |
| account.latitude | Latitude of the company associated with this account. Data type: Number (floating point number) Maximum length: 40 |
| account.longitude | Longitude of the company associated with this account. Data type: Number (floating point number) Maximum length: 40 |
| account.manufacturer | Flag that indicates whether the company associated with this account manufactures goods. Possible values:
Data type: Boolean Default: false |
| account.market_cap | Market value of the associated company's publicly traded stock shares. Data type: Number (currency) Maximum length: 20 |
| account.name | Name of the company associated with this account. Data type: String Maximum length: 80 |
| account.notes | Additional information about the company. Data type: String Maximum length: 4,000 |
| account.num_employees | Number of people employed by the company. Data type: Number (Integer) Maximum length: 40 |
| account.number | Number that identifies this account. Data type: String Maximum length: 40 |
| account.parent | Sys_id of the parent account of this account. Data type: String Table: Company [core_company] |
| account.partner | Flag that indicates whether the account is a partner account or a customer account. Possible values:
Data type: Boolean Default: false |
| account.phone | Primary phone number for the company. Data type: String |
| account.primary | Flag that indicates whether this is a primary account. Possible values:
Data type: Boolean Default: false |
| account.primary_contact | Sys_id of the primary contact for the account. Data type: String Table: Contact [customer_contact] |
| account.profits | Profit information entered for this account. Data type: Number (Currency) Maximum length: 40 |
| account.publicly_traded | Flag that indicates whether the company associated with this account is publicly traded on the stock exchange. Possible values:
Data type: Boolean |
| account.rank_tier | Type of account. Possible values:
Data type: String Maximum length: 40 |
| account.registration_code | Unique code that customers use when requesting a login on the customer portal. This code provides a method for validating the customer on the company before granting
access. Data type: String Maximum length: 40 |
| account.revenue_per_year | Revenue produced by the company associated with this account. Data type: Number (Currency) Maximum length: 20 |
| account.state | State in which the company resides. Data type: String Maximum length: 40 |
| account.stock_price | Price of the company stock. Data type: String Maximum length: 40 |
| account.stock_symbol | Stock symbol of the company. Data type: String Maximum length: 40 |
| account.street | Street address of the company. Data type: String Maximum length: 255 |
| account.sys_class_name | Table that contains the associated account record. Data type: String |
| account.sys_created_by | User that originally created the account. Data type: String Maximum length: 40 |
| account.sys_created_on | Date and time that the account was originally created. Data type: String |
| account.sys_id | Sys_id for the account record. Data type: String |
| account.sys_mod_count | Number of times the account information has been updated. Data type: Number (Integer) |
| account.sys_updated_by | User that last modified the account information. Data type: String Maximum length: 40 |
| account.sys_updated_on | Date and time the account information was last updated. Data type: String |
| account.theme | Sys_id of the customer portal theme used by this account. Data type: String Table: Theme [sys_ui_theme] |
| account.vendor | Flag that indicates whether the company associated with this account is a vendor. Possible values:
Data type: Boolean Default: false |
| account.vendor_manager | List of sys_ids of the vendor managers for the account. Data type: String Table: User [sys_user] |
| account.vendor_type | List of sys_ids of the type of vendor such as, applications, hardware, services, or software. Data type: String Table: Vendor Type [vendor_type] |
| account.website | URL of the website for the company. Data type: String Maximum length: 1,024 |
| account.zip | Zip code of the company. Data type: String Maximum length: 40 |
| active | Flag that indicates whether the case is open and active. Possible values:
Data type: Boolean Default: true |
| active_account_escalation | Sys_id of the active account escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| active_escalation | Sys_id of the active escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| activity_due | Date for which the associated case is expected
to be completed. Data type: String |
| additional_assignee_list | List of the sys_ids of the additional persons (other than the primary assignee) that have been assigned to the account. Data type: Array Maximum: 4,000 Table: User [sys_user] |
| approval | String that describes the type of approval required. Possible values:
Data type: String Maximum characters: 40 Default: not requested |
| approval_history | List of all approvals associated with the case. Data type: String Maximum characters: 4,000 |
| approval_set | Date and time that the associated action was
approved. Data type: String |
| asset | Sys_id of the asset record associated with the case. Data type: String Table: Asset [alm_asset] |
| assigned_to |
Sys_id of the person assigned to the case.
Table: User [sys_user] Data type: String |
| assignment_group | Sys_id of the customer service agent group assigned to the case. Data type: String Table: Group [sys_user_group] |
| business_duration | Length in calendar work hours, work days,
and work weeks that it took to complete the case. Data type: String |
| business_impact | Impact of the issue on the associated customer. Data type: String Maximum characters: 4,000 |
| business_service | Sys_id of the service record associated with the case. Data type: String Table: Service [cmdb_ci_service] |
| case | Case short description and case number. Data type: String Maximum length: 300 |
| case_report | Sys_id of the associated case report. Data type: String Table: Case Report [sn_customerservice_case_report] |
| category | Case category. Possible values:
Data type: Number (Integer) Default: 1 |
| cause | Details about the cause of the problem. Data type: String Maximum length: 4,000 |
| caused_by | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| change | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| child_case_creation_progress | Flag that indicates whether the case is a child case that was created from a major case. Possible values:
Data type: Boolean |
| closed_at | Date and time that the case was closed. Data type: String |
| closed_by | Sys_id of the user that closed the case. Data type: String Table: User [sys_user] |
| close_notes | Notes made when the case was closed. Data type: String Maximum length: 4,000 |
| cmdb_ci | Sys_id of the configuration item associated with the case. Data type: String Table: Configuration Item [cmdb_ci] |
| comments | Additional comments about the case. Data type: String Maximum length: 4,000 |
| comments_and_work_notes | Comments and work notes entered for the case. Data type: String Maximum length: 4,000 |
| company | Sys_id of the company associated with the case. Data type: String Table: Company [core_company] |
| consumer | Business-to-consumer cases only. Sys_id of the person to contact with regard to this case. Data type: String Table: Consumer [csm_consumer] |
| consumer | Array of parameters for business-to-consumer cases. |
| consumer.active | Flag that indicates whether the consumer is active. Possible values:
Data type: Boolean Default: true |
| consumer.business_phone | Business phone number of the consumer. Data type: String Maximum length: 40 |
| consumer.city | City in which the consumer resides. Data type: String Maximum length: 100 |
| consumer.country | Country in which the consumer resides. Data type: String Maximum length: 40 |
| consumer.date_format | Format in which to display dates. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| consumer.email | Email address of the consumer. Data type: String Maximum length: 100 |
| consumer.fax | Fax number of the consumer. Data type: String Maximum length: 40 |
| consumer.first_name | Consumer first name. Data type: String Maximum length: 50 |
| consumer.gender | Gender of the consumer. Data type: String Maximum length: 40 |
| consumer.home_phone | Home phone number of the consumer. Data type: String Maximum length: 40 |
| consumer.household | Sys_id of the record that describes the household characteristics. Data type: String Table: Household [csm_household] |
| consumer.last_name | Consumer last name. Data type: String Maximum length: 50 |
| consumer.middle_name | Consumer middle name. Data type: String Maximum length: 50 |
| consumer.mobile_phone | Consumer mobile phone number. Data type: String Maximum length: 40 |
| consumer.name | Consumer full name; first_name+middle_name+last_name. Data type: String Maximum length: 152 |
| consumer.notes | Notes on consumer. Data type: String Maximum length: 4,000 |
| consumer.notification | Indicates whether the consumer should receive notifications. Valid values:
Data type: Number (Integer) Maximum length: 40 Default: 2 |
| consumer.number | Unique number associated with the consumer. Data type: String Maximum length: 40 |
| consumer.photo | Photo of the consumer. Data type: Image |
| consumer.preferred_language | Consumer primary language. Data type: String Maximum length: 3 |
| consumer.prefix | Consumer name prefix such as, Dr., Mr., Mrs., or Ms. Data type: String Maximum length: 40 |
| consumer.primary | Flag that indicates whether this is the primary consumer. Possible values:
Data type: Boolean Default: false |
| consumer.state | State in which the consumer resides. Data type: String Maximum length: 100 |
| consumer.street | Consumer street address. Data type: String Maximum length: 255 |
| consumer.suffix | Consumer name suffix such as Jr., Sr., or
II. Data type: String |
| consumer.sys_created_by | User that created the consumer record. Data type: String Maximum length: 40 |
| consumer.sys_created_on | Date and time the consumer record was
originally created. Data type: String |
| consumer.sys_domain | ServiceNow domain in
which the consumer information resides. Data type: String |
| consumer.sys_id | Unique identifier for the consumer. Data type: String |
| consumer.sys_mod_count | Number of times that the associated consumer information has been modified. Data type: Number (Integer) |
| consumer.sys_updated_by | User that last updated the consumer information. Data type: String Maximum length: 40 |
| consumer.sys_updated_on | Date and time when the consumer
information was last updated. Data type: String |
| consumer.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: blank (system time format) |
| consumer.time_zone | Consumer time zone, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| consumer.title | Consumer business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| consumer.user | Sys_id of the consumer user. Data type: String Table: Consumer User [csm_consumer_user] |
| consumer.zip | Consumer zip code. Data type: String Maximum length: 40 |
| contact | Business-to-business based cases only. Sys_id of the person to contact regarding this case. Data type: String Table: Contact [customer_contact] |
| contact | Array of contact parameters for business-to-business cases. |
| contact.account | Sys_id of the account record to which the contact is associated. Data type: String Table: Account [customer_account] |
| contact.active | Flag that indicates whether the contact is active within the system. Possible values:
Data type: Boolean Default: true |
| contact.agent_status | Status of the agent. Possible values:
Data type: String Maximum length: 40 |
| contact.building | Sys_id of the record that describes the building in which the contact resides. Data type: String Table: Building [cmn_building] |
| contact.calendar_integration | Calendar application that the contact uses. 1: Outlook Data type: Number (Integer) Default: 1 |
| contact.city | City in which the contact resides. Data type: String Maximum length: 40 |
| contact.company | Sys_id of the company record to which the contact is associated. Data type: String Table: Company [core_company] |
| contact.cost_center | Sys_id of the cost center associated with the contact. Data type: String Table: Cost Center [cmn_cost_center] |
| contact.country | Country code of the country in which the contact resides. Data type: String Maximum length: 3 |
| contact.date_format | Format in which to display dates to contacts. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| contact.default_perspective | Sys_id of the default perspective for the contact. Data type: String Table: Menu List [sys_perspective] |
| contact.department | Sys_id of the department associated with the contact. Data type: String Table: Department [cmn_department] |
| contact.edu_status | Education status of the associated contact. Data type: String Maximum length: 40 Default: faculty |
| contact.email | Contact email address. Data type: String |
| contact.employee_number | Contact employee number. Data type: String |
| contact.enable_multifactor_authn | Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal. Possible values:
Data type: Boolean Default: false |
| contact.failed_attempts | Number of failed log in attempts. Data type: Number (Integer) |
| contact.first_name | Contact first name. Data type: String Maximum length: 50 |
| contact.gender | Contact gender. Data type: String Maximum length: 40 |
| contact.geolocation_tracked | Flag that indicates whether the contact location is obtained through geotracking. Possible values:
Data type: Boolean Default value: false |
| contact.home_phone | Contact home phone number. Data type: String Maximum length: 40 |
| contact.internal_integration_user | Flag that indicates whether the contact is an internal integration user. Possible values:
Data type: Boolean Default: false |
| contact.introduction | Introduction Data type: String Maximum length: 40 |
| contact.last_login | Date on which the contact last logged into the
system. Data type: String (Date) |
| contact.last_login_device | Device the consumer used the last time they logged in to the system. Data type: String Maximum length: 40 |
| contact.last_login_time | Date and time the contact logged in to
the system. Data type: String (Date/time) |
| contact.last_name | Contact last name. Data type: String Maximum length: 50 |
| contact.last_position_update | Date and time the last position was
updated. Data type: String (Date/time) |
| contact.latitude | Latitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| contact.ldap_server | Sys_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server [ldap_server_config] |
| contact.location | Sys_id of the record that describes the location of the contact Data type: String Table: Location [cmn_location] |
| contact.locked_out | Flag that indicates if the contact is locked-out. Possible values:
Data type: Boolean Default: false |
| contact.longitude | Longitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| contact.manager | Sys_id of the record that describes the direct supervisor of the contact. Data type: String Table: User [sys_user] |
| contact.middle_name | Contact middle name. Data type: Number (Floating point) Maximum length: 50 |
| contact.mobile_phone | Contact mobile phone number. Data type: String Maximum length: 40 |
| contact.name | Contact full name. Data type: String Maximum length: 151 |
| contact.notification | Indicates whether the contact should receive notifications. Valid values:
Data type: Number (Integer) Default: 2 |
| contact.on_schedule | Indicates the timeliness of dispatched service personnel. Valid values:
Data type: String Maximum length: 40 |
| contact.phone | Contact business phone number. Data type: String Maximum length: 40 |
| contact.photo | Photo image of the contact. Data type: String |
| contact.preferred_language | Country code of the contact primary language. Data type: String Maximum length: 3 |
| contact.roles | List of user roles associated with the contact. Data type: String Maximum length: 40 |
| contact.schedule | Sys_id of the record that describes the work schedule for the associated contact. Data type: String Table: Schedule [cmn_schedule] |
| contact.source | Source of the contact. Data type: String Maximum length: 255 |
| contact.state | State in which the contact resides. Data type: String Maximum length: 40 |
| contact.street | Contact street address. Data type: String Maximum length: 255 |
| contact.sys_class_name | Table that contains the contact record. Data type: String Maximum length: 80 |
| contact.sys_created_by | User that originally created the associated contact record. Data type: String Maximum length: 40 |
| contact.sys_created_on | Data and time the associated contact was
originally created. Data type: String (Date/time) |
| contact.sys_domain | ServiceNow instance domain of the
associated contact record. Data type: String |
| contact.sys_domain_path | Contact record domain path. Data type: String Maximum length: 255 Default: / (global) |
| contact.sys_id | Unique identifier for the associated contact
record. Data type: String |
| contact.sys_mod_count | Number of times that the associated contact
record has been modified. Data type: Number (Integer) |
| contact.sys_tags | System tags for the content. Data type: String |
| contact.sys_updated_by | User that last updated the associated contact information. Data type: String Maximum length: 40 |
| contact.sys_updated_on | Data and time the associated contact
information was updated. Data type: String (Date/time) |
| contact.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: Blank (system time format) |
| contact.time_sheet_policy | Sys_id of the record that contains the time sheet policy for the associated contact. Data type: String Table: Time Sheet Policy [time_sheet_policy] |
| contact.time_zone | Time zone in which the contact resides, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| contact.title | Contact business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| contact.user_name | Contact user ID. Data type: String Maximum length: 40 |
| contact.vip | Flag that indicates whether the associated contact has VIP status. Possible values:
Data type: Boolean Default: false |
| contact.web_service_access_only | Flag that indicates whether the contact can only access services through the web. Possible values:
Data type: Boolean Default: false |
| contact.zip | Contact zip code. Data type: String Maximum length: 40 |
| contact_local_time | Contact local time. Data type: String Maximum length: 70 |
| contact_time_zone | Time zone of the contact associated with the case. Data type: String Maximum length: 40 |
| contact_type | Method in which the case was initially reported. Possible values:
Data type: String Maximum length: 40 |
| contract | Sys_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A contract can include
a company and contact and the specific assets that are covered. A contract can also include multiple service entitlements and SLAs. Data type: String Table: Contract [ast_contract] |
| correlation_display | Correlation display. Data type: String Maximum length: 100 |
| correlation_id | Correlation identifier. Data type: String Maximum length: 100 |
| delivery_plan | Sys_id of the parent execution plan for this case. Data type: String Table: Execution Plan [sc_cat_item_delivery_plan] |
| delivery_task | Sys_id of the execution plan task. Data type: String Table: Execution Plan Task [sc_cat_item_delivery_task] |
| description | Detailed description of the problem associated with the case.
Data type: String Maximum length: 4,000 |
| due_date | Date that the case is due to be closed. Data type: String |
| entitlement | Sys_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An
entitlement can be associated with a product, an asset, an account, or a contract. Data type: String Table: Entitlement [service_entitlement] |
| escalation | Current escalation level. Possible values:
Data type: Number (Integer) Default: 0 |
| expected_start | Date and time when work is scheduled to begin
on the case. Data type: String |
| first_response_time | Date and time when the first action was
taken on the case. Data type: String |
| follow_the_sun | Flag that indicates whether the case should be handed-off for global follow-up. If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically set to true. Possible values:
Data type: Boolean Default: false |
| follow_up | Date and time of the next follow-up action. Data type: String |
| group_list | List of sys_ids of the group records associated with the case. Data type: Array Table: Group [sys_user_group] |
| impact | Impact on customer. Possible values:
Data type: Number (Integer) Default: 3 |
| knowledge | Flag that indicates if there is a knowledge base article available for the specified issue. Possible values:
Data type: Boolean Default: false |
| location | Sys_id of the record describing the company location. Data type: String Table: Location [cmn_location] |
| made_sla | Flag that indicates whether the case was resolved in alignment with the associated service level agreement. Possible values:
Data type: Boolean Default: true |
| major_case_state | Current state of the major case. Possible values:
Data type: String Maximum length: 40 |
| needs_attention | Flag that indicates whether the case needs attention. Possible values:
Data type: Boolean Default: false |
| notes_to_comments | Flag that indicates whether to add the resolution notes to the comments. Possible values:
Data type: Boolean |
| notify | Method to use to notify contact/consumer. Possible values:
Data type: Number (Integer) Default: 1 |
| number | Case number. Data type: String Maximum length: 40 |
| opened_at | Date and time that the case was opened. Data type: String |
| opened_by | Sys_id of the person that initially opened the case. Data type: String Table: User [sys_user] |
| order | Order of the case. Data type: Number (Integer) |
| parent | Sys_id of the parent case to which this case (child) is associated. Data type: String Table: Task [task] |
| partner | Sys_id of the partner associated with the case. Data type: String Table: Account [customer_account] |
| partner_contact | Sys_id of the partner contact associated with the case. Data type: String Table: Contact [customer_contact] |
| priority | Priority of the case.
Possible values:
Data type: Number (Integer) Default: 4 |
| probable_cause | Possible cause of the issue associated with the case. Data type: String Maximum length: 4,000 |
| problem | Sys_id of the issue that the customer is encountering. Data type: String Table: Problem [problem] |
| product | Sys_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro). Data type: String Table: Product Model [cmdb_model] |
| reassignment_count | Number of times that the case was reassigned to a person that is responsible for moving the case forward. Data type: Number (Integer) Default: 0 |
| recipient_list | Sys_id of the record that contains the list of recipients for communications about this case. Data type: String Table: Recipients List [sn_publications_recipients_list] |
| rejection_goto | Sys_id of the task to execute if the case is rejected. Data type: String Table: Task [task] |
| resolution_code | Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40 |
| resolved_at | Date and time that the case was resolved. Data type: String |
| resolved_by | Sys_id of the person that resolved the case. Data type: String Table: User [sys_user] |
| result | List of values for the requested field. Data type: Array of Objects |
| result.label | Display value for the field value. Data type: String |
| result.value | Field value. Data type: String |
| short_description | Concise description of the case.
Data type: String Maximum length: 160 |
| skills | List of the unique identifiers (sys_id) of the skills needed to complete the case. Data type: String Table: Skill [cmn_skill] |
| sla_due | Date/time at which the case must be closed based on
the associated service level agreement. Data type: String |
| sn_app_cs_social_social_profile | Details for a specific social media profile, such as Facebook, Twitter, or YouTube. Data type: Array of Objects |
| sn_app_cs_social_social_profile.account | Unique identifier of the record containing
account information for the social media profile. Located in the Account
[customer_account] table. Data type: String |
| sn_app_cs_social_social_profile.channel | Details on the associated social media profile channel. Data type: Object |
| sn_app_cs_social_social_profile.channel.name | Name of the social media channel. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.channel.sys_class_name | Table that contains the social media channel record. Data type: String Maximum length: 80 |
| sn_app_cs_social_social_profile.channel.sys_created_by | Person that created the social media channel. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_created_on | Date and time the social media profile was created. Data type: Date/time Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_id | Unique identifier of the associated social
media profile channel. Data type: String |
| sn_app_cs_social_social_profile.channel.sys_mod_count | Number of times that information was
modified for the associated social media profile channel. Data type: Integer |
| sn_app_cs_social_social_profile.channel.sys_name | System name of channel. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.channel.sys_package | Unique identifier of the record that
contains information about the package associated with the profile; Package
[sys_package] table. Data type: Reference |
| sn_app_cs_social_social_profile.channel.sys_policy | System protection policy. Possible values:
Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_scope | Unique identifier of the record that
contains information about the scope of the social profile; Application [sys_scope]
table. Data type: Reference |
| sn_app_cs_social_social_profile.channel.sys_tags | System tags associated with the
channel. Data type: String |
| sn_app_cs_social_social_profile.channel.sys_update_name | Name of the person that last updated the social media profile channel. Data type: String Maximum length: 250 |
| sn_app_cs_social_social_profile.channel.sys_updated_by | User that last updated the social media profile channel. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_updated_on | Date and time the social media profile channel was last updated. Data type: Date/time Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer | For business-to-consumer cases. Details about the consumer associated with the
case. Data type:
Object |
| sn_app_cs_social_social_profile.consumer.active | Flag that indicates whether the consumer is active. Possible values:
Data type: Boolean Default: true |
| sn_app_cs_social_social_profile.consumer.business_phone | Business phone number of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.city | City in which the consumer resides. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.consumer.country | Country in which the consumer resides. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.date_format | Format in which to display dates. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| sn_app_cs_social_social_profile.consumer.email | Email address of the consumer. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.consumer.fax | Fax number of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.first_name | Consumer first name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.consumer.gender | Gender of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.home_phone | Home phone number of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.household | Sys_id of the record that describes the household characteristics. Data type: String Table: Household [csm_household] |
| sn_app_cs_social_social_profile.consumer.last_name | Consumer last name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.consumer.middle_name | Consumer middle name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.consumer.mobile_phone | Consumer mobile phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.name | Consumer full name; first_name+middle_name+last_name. Data type: String Maximum length: 152 |
| sn_app_cs_social_social_profile.consumer.notes | Notes on consumer. Data type: String Maximum length: 4,000 |
| sn_app_cs_social_social_profile.consumer.notification | Indicates whether the consumer should receive notifications. Valid values:
Data type: Number (Integer) Maximum length: 40 Default: 2 |
| sn_app_cs_social_social_profile.consumer.number | Unique number associated with the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.photo | Photo of the consumer. Data type: Image |
| sn_app_cs_social_social_profile.consumer.preferred_language | Consumer primary language. Data type: String Maximum length: 3 |
| sn_app_cs_social_social_profile.consumer.prefix | Consumer name prefix such as, Dr., Mr., Mrs., or Ms. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.primary | Flag that indicates whether this is the primary consumer. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.consumer.state | State in which the consumer resides. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.consumer.street | Consumer street address. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.consumer.suffix | Consumer name suffix such as Jr., Sr., or
II. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_created_by | User that created the consumer record. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.sys_created_on | Date and time the consumer record was
originally created. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_domain | ServiceNow domain in
which the consumer information resides. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_id | Unique identifier for the consumer. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_mod_count | Number of times that the associated consumer information has been modified. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.consumer.sys_tags | Consumer system tags. |
| sn_app_cs_social_social_profile.consumer.sys_updated_by | User that last updated the consumer information. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.sys_updated_on | Date and time when the consumer
information was last updated. Data type: String |
| sn_app_cs_social_social_profile.consumer.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: blank (system time format) |
| sn_app_cs_social_social_profile.consumer.time_zone | Consumer time zone, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.title | Consumer business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| sn_app_cs_social_social_profile.consumer.user | Sys_id of the consumer user. Data type: String Table: Consumer User [csm_consumer_user] |
| sn_app_cs_social_social_profile.consumer.zip | Consumer zip code. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact | For business-to-business cases. Unique
identifier of the record containing details about the social media profile that
belongs to the contact associated with the case. Located in the Contact
[customer_contact] table. Data type: String |
| sn_app_cs_social_social_profile.contact.account | Sys_id of the account record to which the contact is associated. Data type: String Table: Account [customer_account] |
| sn_app_cs_social_social_profile.contact.active | Flag that indicates whether the contact is active within the system. Possible values:
Data type: Boolean Default: true |
| sn_app_cs_social_social_profile.contact.agent_status | Status of the agent. Possible values:
Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.building | Sys_id of the record that describes the building in which the contact resides. Data type: String Table: Building [cmn_building] |
| sn_app_cs_social_social_profile.contact.calendar_integration | Calendar application that the contact uses. 1: Outlook Data type: Number (Integer) Default: 1 |
| sn_app_cs_social_social_profile.contact.city | City in which the contact resides. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.company | Sys_id of the company record to which the contact is associated. Data type: String Table: Company [core_company] |
| sn_app_cs_social_social_profile.contact.cost_center | Sys_id of the cost center associated with the contact. Data type: String Table: Cost Center [cmn_cost_center] |
| sn_app_cs_social_social_profile.contact.country | Country code of the country in which the contact resides. Data type: String Maximum length: 3 |
| sn_app_cs_social_social_profile.contact.date_format | Format in which to display dates to contacts. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| sn_app_cs_social_social_profile.contact.default_perspective | Sys_id of the default perspective for the contact. Data type: String Table: Menu List [sys_perspective] |
| sn_app_cs_social_social_profile.contact.department | Sys_id of the department associated with the contact. Data type: String Table: Department [cmn_department] |
| sn_app_cs_social_social_profile.contact.edu_status | Education status of the associated contact. Data type: String Maximum length: 40 Default: faculty |
| sn_app_cs_social_social_profile.contact.email | Contact email address. Data type: String |
| sn_app_cs_social_social_profile.contact.employee_number | Contact employee number. Data type: String |
| sn_app_cs_social_social_profile.contact.enable_multifactor_authn | Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.failed_attempts | Number of failed log in attempts. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.contact.first_name | Contact first name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.contact.gender | Contact gender. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.geolocation_tracked | Flag that indicates whether the contact location is obtained through geotracking. Possible values:
Data type: Boolean Default value: false |
| sn_app_cs_social_social_profile.contact.home_phone | Contact home phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.internal_itegration_user | Flag that indicates whether the contact is an internal integration user. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.introduction | Introduction Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.last_login | Date on which the contact last logged into the
system. Data type: String (Date) |
| sn_app_cs_social_social_profile.contact.last_login_device | Device the consumer used the last time they logged in to the system. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.last_login_time | Date and time the contact logged in to
the system. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.last_name | Contact last name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.contact.last_position_update | Date and time the last position was
updated. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.latitude | Latitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.ldap_server | Sys_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server [ldap_server_config] |
| sn_app_cs_social_social_profile.contact.location | Sys_id of the record that describes the location of the contact Data type: String Table: Location [cmn_location] |
| sn_app_cs_social_social_profile.contact.locked_out | Flag that indicates if the contact is locked-out. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.longitude | Longitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.manager | Sys_id of the record that describes the direct supervisor of the contact. Data type: String Table: User [sys_user] |
| sn_app_cs_social_social_profile.contact.middle_name | Contact middle name. Data type: Number (Floating point) Maximum length: 50 |
| sn_app_cs_social_social_profile.contact.mobile_phone | Contact mobile phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.name | Contact full name. Data type: String Maximum length: 151 |
| sn_app_cs_social_social_profile.contact.notification | Indicates whether the contact should receive notifications. Valid values:
Data type: Number (Integer) Default: 2 |
| sn_app_cs_social_social_profile.contact.on_schedule | Indicates the timeliness of dispatched service personnel. Valid values:
Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.phone | Contact business phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.photo | Photo image of the contact. Data type: String |
| sn_app_cs_social_social_profile.contact.preferred_language | Country code of the contact primary language. Data type: String Maximum length: 3 |
| sn_app_cs_social_social_profile.contact.roles | List of user roles associated with the contact. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.schedule | Sys_id of the record that describes the work schedule for the associated contact. Data type: String Table: Schedule [cmn_schedule] |
| sn_app_cs_social_social_profile.contact.source | Source of the contact. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.contact.state | State in which the contact resides. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.street | Contact street address. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.contact.sys_class_name | Table that contains the contact record. Data type: String Maximum length: 80 |
| sn_app_cs_social_social_profile.contact.sys_created_by | User that originally created the associated contact record. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.sys_created_on | Data and time the associated contact was
originally created. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.sys_domain | ServiceNow instance domain of the
associated contact record. Data type: String |
| sn_app_cs_social_social_profile.contact.sys_domain_path | Contact record domain path. Data type: String Maximum length: 255 Default: / (global) |
| sn_app_cs_social_social_profile.contact.sys_id | Unique identifier for the associated contact
record. Data type: String |
| sn_app_cs_social_social_profile.contact.sys_mod_count | Number of times that the associated contact
record has been modified. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.contact.sys_tags | Contact system tags. |
| sn_app_cs_social_social_profile.contact.sys_updated_by | User that last updated the associated contact information. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.sys_updated_on | Data and time the associated contact
information was updated. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: Blank (system time format) |
| sn_app_cs_social_social_profile.contact.time_sheet_policy | Sys_id of the record that contains the time sheet policy for the associated contact. Data type: String Table: Time Sheet Policy [time_sheet_policy] |
| sn_app_cs_social_social_profile.contact.time_zone | Time zone in which the contact resides, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.title | Contact business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| sn_app_cs_social_social_profile.contact.user_name | Contact user ID. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.vip | Flag that indicates whether the associated contact has VIP status. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.web_service_access_only | Flag that indicates whether the contact can only access services through the web. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.zip | Contact zip code. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.created_on | Date and time the associated social media profile was initially created. |
| sn_app_cs_social_social_profile.profile | Social profile. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.profile_url | URL to use to access the social media
profile. Data type: String Maximum length: 1,024 |
| sn_app_cs_social_social_profile.social_id | Unique social media account provider
identifier for the associated social media account. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.source | Source of the social profile. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.sys_created_by | User that initially created the
social media profile. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.sys_created_on | Date and time the social media
profile was initially created. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.sys_id | Unique identifier for the social media
profile. Data type: String |
| sn_app_cs_social_social_profile.sys_mod_count | Number of times that information was
modified for the associated social media profile. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.sys_tags | Profile system tags. |
| sn_app_cs_social_social_profile.sys_updated_by | User that initially created the
social media profile. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.sys_updated_on | User that initially created the
social media profile. Data type: String Maximum length: 40 |
| state | Current state of the case. Possible values:
Data type: Number (Integer) Default: 1 |
| subcategory | Case subcategory. Possible values: 0: QuestionData type: Number (Integer) Default: 0 |
| support_manager | Sys_id of the CSM manager assigned to the case. Data type: String Table: User [sys_user] |
| sync_driver | Flag that indicates whether there's driver synchronization. Possible values:
Data type: Boolean |
| sys_class_name | Table that contains the case record. Data type: String Maximum length: 80 |
| sys_created_by | Person that initially opened the case. Data type: String Maximum length: 40 |
| sys_created_on | Date and time when the case was initially
created. Data type: String |
| sys_domain | Domain associated with the case. Data type: String Maximum length: 32 Default: global |
| sys_domain_path | Domain path. Data type: String Maximum length: 255 Default: / |
| sys_id | Unique identifier for the case. Data type: String Maximum length: 32 |
| sys_mod_count | Number of updates to the case since it was
initially created. Data type: Number (Integer) |
| sys_tags | System tags. |
| sys_updated_by | Person that last updated the case. Data type: String Maximum length: 40 |
| sys_updated_on | Date and time when the case was last
updated. Data type: String |
| time_worked | Total amount of time worked on the case. Data type: String |
| upon_approval | Action to take if the case is approved. Possible values:
Data type: String Maximum length: 40 Default: proceed |
| upon_reject | Action to take if the case is rejected. Possible values:
Data type: String Maximum length: 40 Default: cancel |
| urgency | Urgency of the case. Possible values:
Data type: Number (Integer) Default: 3 |
| user_input | Additional user input. Data type: String Maximum length: 4,000 |
| variable_pool | Grouping of variables. |
| variables | Name-value pairs of variables associated with the case. Data type: String Maximum length: 40 |
| watch_list | List of sys_ids of the users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed. Data type: Array Table: User [sys_user] |
| wf_activity | Sys_id of the workflow activity record associated with the case. Data type: String Table: Workflow Activity [wf_activity] |
| work_end | Date and time work ended on the case. Data type: String |
| work_notes | Information about how to resolve the case, or steps taken to resolve it. Data type: String Maximum length: 4,000 |
| work_notes_list | List of sys_ids of the internal users who receive notifications about this case when work notes are added. Data type: Array Table: User [sys_user] |
| work_start | Date and time that work started on the
case. Data type: String |
cURL request
Retrieve the third and fourth CSM cases listed for a specific account.
curl "https://instance.servicenow.com/api/sn_customerservice/case?sysparm_query=account=86837a386f0331003b3c498f5d3ee4ca&sysparm_limit=2&sysparm_offset=2" \
--request GET \
--header "Accept:application/json" \
--user "username":"password"
The response shows the two cases.
{
"result": [{
"parent": "",
"caused_by": "",
"watch_list": "",
"active_escalation": "",
"upon_reject": "cancel",
"sys_updated_on": "2017-06-17 16:37:13",
"support_manager": "",
"approval_history": "",
"skills": "a6d64b11d772120058c92cf65e610357,9b178b11d772120058c92cf65e610382,1c76ec15d703120058c92cf65e61034a",
"number": "CS0000009",
"problem": "",
"state": "18",
"case": "Advanced and large routers making noise​CS0000009",
"sys_created_by": "alex linde",
"knowledge": "false",
"order": "",
"cmdb_ci": "",
"delivery_plan": "",
"impact": "3",
"contract": "",
"active": "true",
"work_notes_list": "",
"auto_created_case": "false",
"priority": "3",
"sys_domain_path": "/",
"rejection_goto": "",
"first_response_time": "",
"business_duration": "",
"group_list": "",
"child_case_creation_progress": "false",
"sync_driver": "false",
"approval_set": "",
"wf_activity": "",
"short_description": "Advanced and large routers making noise",
"correlation_display": "",
"delivery_task": "",
"work_start": "",
"recipient_list": "",
"additional_assignee_list": "",
"notify": "1",
"sys_class_name": "sn_customerservice_case",
"closed_by": "",
"follow_up": "",
"contact_local_time": "",
"sn_app_cs_social_social_profile": "",
"reassignment_count": "1",
"contact_time_zone": "",
"notes_to_comments": "false",
"assigned_to": "85453c616fc331003b3c498f5d3ee4fa",
"product": "5f5fbcc3c0a8010e00f3b27814f3b96b",
"variables": "",
"variable_pool": "",
"hierarchical_variables": "variable_pool",
"sla_due": "",
"change": "",
"comments_and_work_notes": "",
"partner": "",
"escalation": "0",
"upon_approval": "proceed",
"partner_contact": "",
"correlation_id": "",
"asset": "a8fb6024d7700200e5982cf65e61034d",
"made_sla": "true",
"resolved_by": "",
"sys_updated_by": "admin",
"opened_by": "60beb5e7d7600200e5982cf65e6103ad",
"user_input": "",
"sys_created_on": "2016-09-19 16:49:18",
"contact": {
"country": "",
"calendar_integration": "1",
"last_position_update": "",
"last_login_time": "2018-05-10 19:50:26",
"last_login_device": "0:0:0:0:0:0:0:1%0",
"source": "",
"sys_updated_on": "2018-02-16 21:30:03",
"building": "",
"web_service_access_only": "false",
"notification": "1",
"sys_updated_by": "venki",
"enable_multifactor_authn": "false",
"sys_created_on": "2018-02-16 21:29:11",
"sys_domain": "global",
"agent_status": "",
"state": "",
"vip": "false",
"sys_created_by": "venki",
"longitude": "",
"zip": "",
"home_phone": "",
"time_format": "",
"last_login": "",
"default_perspective": "",
"geolocation_tracked": "false",
"active": "true",
"time_sheet_policy": "",
"sys_domain_path": "/",
"phone": "(626) 722-6969",
"cost_center": "",
"name": "Julie Lewis",
"employee_number": "",
"gender": "",
"city": "",
"user_name": "julie.lewis",
"failed_attempts": "",
"edu_status": "faculty",
"latitude": "",
"roles": "",
"title": "Operations Manager",
"sys_class_name": "customer_contact",
"sys_id": "4d147a386f0331003b3c498f5d3ee437",
"internal_integration_user": "false",
"ldap_server": "",
"mobile_phone": "",
"street": "",
"company": "86837a386f0331003b3c498f5d3ee4ca",
"department": "",
"first_name": "Julie",
"preferred_language": "en",
"introduction": "",
"email": "julie.lewis@mailinator.com",
"manager": "",
"locked_out": "false",
"sys_mod_count": "1",
"last_name": "Lewis",
"photo": "",
"sys_tags": "",
"middle_name": "",
"time_zone": "",
"schedule": "",
"on_schedule": "",
"date_format": "",
"location": "",
"account": "86837a386f0331003b3c498f5d3ee4ca"
},
"sys_domain": "global",
"closed_at": "",
"follow_the_sun": "false",
"entitlement": "",
"business_service": "",
"business_impact": "",
"time_worked": "",
"expected_start": "",
"opened_at": "2016-09-19 16:49:18",
"work_end": "",
"resolved_at": "",
"case_report": "",
"subcategory": "0",
"work_notes": "",
"assignment_group": "6a42f4616fc331003b3c498f5d3ee46f",
"cause": "",
"description": "",
"calendar_duration": "",
"close_notes": "",
"sys_id": "dccc6024d7700200e5982cf65e6103e5",
"contact_type": "web",
"resolution_code": "",
"probable_cause": "",
"urgency": "3",
"company": "",
"major_case_state": "",
"consumer": "",
"activity_due": "",
"comments": "",
"approval": "not requested",
"due_date": "",
"sys_mod_count": "5",
"sys_tags": "",
"active_account_escalation": "",
"location": "",
"category": "1",
"account": {
"banner_image_light": "",
"country": "USA",
"parent": "",
"notes": "",
"stock_symbol": "",
"discount": "",
"active_escalation": "",
"sys_updated_on": "2019-01-03 19:37:35",
"apple_icon": "",
"number": "ACCT0000001",
"sys_updated_by": "admin",
"fiscal_year": "",
"sys_created_on": "2018-02-20 21:29:16",
"contact": "4d147a386f0331003b3c498f5d3ee437",
"stock_price": "",
"state": "",
"banner_image": "",
"sys_created_by": "venki",
"longitude": "-122.4005464",
"zip": "94103",
"profits": "0",
"phone": "(626) 722-6999",
"fax_phone": "",
"name": "Boxeo",
"banner_text": "",
"account_code": "~~~~1",
"primary": "false",
"city": "San Francisco",
"latitude": "37.7838391",
"sys_class_name": "customer_account",
"manufacturer": "false",
"account_parent": "",
"sys_id": "86837a386f0331003b3c498f5d3ee4ca",
"market_cap": "0",
"num_employees": "",
"rank_tier": "",
"street": "747 Howard St",
"vendor": "false",
"lat_long_error": "",
"theme": "",
"vendor_type": "",
"website": "www.boxeo.com",
"revenue_per_year": "0",
"publicly_traded": "false",
"sys_mod_count": "9",
"sys_tags": "",
"partner": "false",
"registration_code": "BOXEO",
"vendor_manager": "",
"account_path": "~~~~1",
"primary_contact": "4d147a386f0331003b3c498f5d3ee437",
"customer": "true"
}
}, {
"parent": "",
"caused_by": "",
"watch_list": "",
"active_escalation": "",
"upon_reject": "cancel",
"sys_updated_on": "2019-01-15 23:28:00",
"support_manager": "",
"approval_history": "",
"skills": "a6d64b11d772120058c92cf65e610357,9b178b11d772120058c92cf65e610382,1c76ec15d703120058c92cf65e61034a",
"number": "CS0000005",
"problem": "",
"state": "6",
"case": "Urgent issue, need help ...​CS0000005",
"sys_created_by": "admin",
"knowledge": "false",
"order": "",
"cmdb_ci": "",
"delivery_plan": "",
"impact": "",
"contract": "495e16b96f0731003b3c498f5d3ee4af",
"active": "true",
"work_notes_list": "",
"auto_created_case": "false",
"priority": "1",
"sys_domain_path": "/",
"rejection_goto": "",
"first_response_time": "",
"business_duration": "",
"group_list": "",
"child_case_creation_progress": "false",
"sync_driver": "false",
"approval_set": "",
"wf_activity": "",
"short_description": "Urgent issue, need help ...",
"correlation_display": "",
"delivery_task": "",
"work_start": "",
"recipient_list": "",
"additional_assignee_list": "",
"notify": "",
"sys_class_name": "sn_customerservice_case",
"closed_by": "",
"follow_up": "",
"contact_local_time": "",
"sn_app_cs_social_social_profile": "",
"reassignment_count": "",
"contact_time_zone": "",
"notes_to_comments": "false",
"assigned_to": "85453c616fc331003b3c498f5d3ee4fa",
"product": "9068b0a16fc331003b3c498f5d3ee438",
"variables": "",
"variable_pool": "",
"hierarchical_variables": "variable_pool",
"sla_due": "",
"change": "",
"comments_and_work_notes": "",
"partner": "",
"escalation": "",
"upon_approval": "proceed",
"partner_contact": "",
"correlation_id": "",
"asset": "b8defca16fc331003b3c498f5d3ee4e7",
"made_sla": "false",
"resolved_by": "",
"sys_updated_by": "jodi.seals",
"opened_by": "ddce70866f9331003b3c498f5d3ee417",
"user_input": "",
"sys_created_on": "2019-01-02 20:00:00",
"contact": {
"country": "",
"calendar_integration": "1",
"last_position_update": "",
"last_login_time": "2018-03-10 21:48:11",
"last_login_device": "",
"source": "",
"sys_updated_on": "2019-01-03 05:49:34",
"building": "",
"web_service_access_only": "false",
"notification": "2",
"sys_updated_by": "system",
"enable_multifactor_authn": "false",
"sys_created_on": "2018-03-04 20:26:32",
"sys_domain": "global",
"agent_status": "",
"state": "",
"vip": "false",
"sys_created_by": "admin",
"longitude": "",
"zip": "",
"home_phone": "",
"time_format": "",
"last_login": "",
"default_perspective": "",
"geolocation_tracked": "false",
"active": "true",
"time_sheet_policy": "",
"sys_domain_path": "/",
"phone": "+1 858 287 7834",
"cost_center": "",
"name": "George Warren",
"employee_number": "",
"gender": "",
"city": "",
"user_name": "george.warren",
"failed_attempts": "",
"edu_status": "",
"latitude": "",
"roles": "",
"title": "Network Administrator",
"sys_class_name": "customer_contact",
"sys_id": "ddce70866f9331003b3c498f5d3ee417",
"internal_integration_user": "false",
"ldap_server": "",
"mobile_phone": "+1 858 867 7857",
"street": "",
"company": "86837a386f0331003b3c498f5d3ee4ca",
"department": "",
"first_name": "George",
"preferred_language": "",
"introduction": "",
"email": "geo.warren@mailinator.com",
"manager": "",
"locked_out": "false",
"sys_mod_count": "3",
"last_name": "Warren",
"photo": "",
"sys_tags": "",
"middle_name": "",
"time_zone": "",
"schedule": "",
"on_schedule": "",
"date_format": "",
"location": "25ab8e460a0a0bb300857304ff811af5",
"account": "86837a386f0331003b3c498f5d3ee4ca"
},
"sys_domain": "global",
"closed_at": "",
"follow_the_sun": "false",
"entitlement": "1eb7893a6f1b31003b3c498f5d3ee4dd",
"business_service": "",
"business_impact": "",
"time_worked": "",
"expected_start": "",
"opened_at": "2019-01-02 20:00:00",
"work_end": "",
"resolved_at": "",
"case_report": "",
"subcategory": "0",
"work_notes": "",
"assignment_group": "0df0c400c322310015519f2974d3ae23",
"cause": "",
"description": "",
"calendar_duration": "",
"close_notes": "",
"sys_id": "cf866683c3033100b12d9f2974d3ae1f",
"contact_type": "web",
"resolution_code": "",
"probable_cause": "",
"urgency": "3",
"company": "",
"major_case_state": "",
"consumer": "",
"activity_due": "",
"comments": "",
"approval": "",
"due_date": "2016-08-04 20:36:23",
"sys_mod_count": "0",
"sys_tags": "",
"active_account_escalation": "",
"location": "",
"category": "1",
"account": {
"banner_image_light": "",
"country": "USA",
"parent": "",
"notes": "",
"stock_symbol": "",
"discount": "",
"active_escalation": "",
"sys_updated_on": "2019-01-03 19:37:35",
"apple_icon": "",
"number": "ACCT0000001",
"sys_updated_by": "admin",
"fiscal_year": "",
"sys_created_on": "2018-02-20 21:29:16",
"contact": "4d147a386f0331003b3c498f5d3ee437",
"stock_price": "",
"state": "",
"banner_image": "",
"sys_created_by": "venki",
"longitude": "-122.4005464",
"zip": "94103",
"profits": "0",
"phone": "(626) 722-6999",
"fax_phone": "",
"name": "Boxeo",
"banner_text": "",
"account_code": "~~~~1",
"primary": "false",
"city": "San Francisco",
"latitude": "37.7838391",
"sys_class_name": "customer_account",
"manufacturer": "false",
"account_parent": "",
"sys_id": "86837a386f0331003b3c498f5d3ee4ca",
"market_cap": "0",
"num_employees": "",
"rank_tier": "",
"street": "747 Howard St",
"vendor": "false",
"lat_long_error": "",
"theme": "",
"vendor_type": "",
"website": "www.boxeo.com",
"revenue_per_year": "0",
"publicly_traded": "false",
"sys_mod_count": "9",
"sys_tags": "",
"partner": "false",
"registration_code": "BOXEO",
"vendor_manager": "",
"account_path": "~~~~1",
"primary_contact": "4d147a386f0331003b3c498f5d3ee437",
"customer": "true"
}
}]
}Case - POST /sn_customerservice/case
Creates a new Customer Service Management (CSM) case.
To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or sn_customerservice.consumer role.
You can create different types of cases depending on whether you are working in a business-to-business (B2B) or business-to-consumer (B2C) environment, or creating a case for an order or product.
- social_channel
- social_handle
- social_handle_type
- social_handle_url
- social_post_url
All request body parameters are optional. Some parameters are only valid in one environment or the other (B2B or B2C), and are noted as such in the request body parameter descriptions. If you specify a contact, the account, case report, contract, and entitlement parameters are defaulted to the values defined in the contact/account records. If you specify an account, the case report, contract, and entitlement parameters are defaulted to the values defined in the account record (unless overridden by passed in parameters.) If you do not pass any parameters to the endpoint, the case record is created with only default information (defined in the table below) and instance generated values (sys_*). All other parameters are set with their equivalent of a null value. In addition to the list of parameters defined below, which define the parameters found in a base system, the endpoint also accepts custom case fields and any additional case fields configured in your instance. For additional information on these elements, refer to your specific table definitions [].
URL format
Versioned URL: /api/sn_customerservice/{api_version}/case
Default URL: /api/sn_customerservice/case
Supported request parameters
| Name | Description |
|---|---|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the
latest.
Data type: String |
| Name | Description |
|---|---|
| None |
| Element | Description |
|---|---|
| account | Sys_id of the account associated with the case. Data type: String Default: If contact specified, defaults to account specified in contact record. Table: Account [customer_account] |
| active | Flag that indicates whether the case is open and active. Possible values:
Data type: Boolean Default: true |
| active_account_escalation | Sys_id of the active account escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| active_escalation | Sys_id of the active escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| activity_due | Date for which the associated case is expected
to be completed. Data type: String |
| additional_assignee_list | List of the sys_ids of the additional persons (other than the primary assignee) that have been assigned to the account. Data type: Array Maximum: 4,000 Table: User [sys_user] |
| approval | String that describes the type of approval required. Possible values:
Data type: String Maximum characters: 40 Default: not requested |
| assigned_to |
Sys_id of the person assigned to the case.
Table: User [sys_user] Data type: String |
| assignment_group | Sys_id of the customer service agent group assigned to the case. Data type: String Table: Group [sys_user_group] |
| business_duration | Length in calendar work hours, work days,
and work weeks that it took to complete the case. Data type: String |
| business_impact | Impact of the issue on the associated customer. Data type: String Maximum characters: 4,000 |
| business_service | Sys_id of the service record associated with the case. Data type: String Table: Service [cmdb_ci_service] |
| category | Case category. Possible values:
Data type: Number (Integer) Default: 1 |
| cause | Details about the cause of the problem. Data type: String Maximum length: 4,000 |
| caused_by | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| change | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| child_case_creation_progress | Flag that indicates whether the case is a child case that was created from a major case. Possible values:
Data type: Boolean |
| close_notes | Notes made when the case was closed. Data type: String Maximum length: 4,000 |
| closed_at | Date and time that the case was closed. Data type: String |
| closed_by | Sys_id of the user that closed the case. Data type: String Table: User [sys_user] |
| cmdb_ci | Sys_id of the configuration item associated with the case. Data type: String Table: Configuration Item [cmdb_ci] |
| comments | Additional comments about the case. Data type: String Maximum length: 4,000 |
| company | Sys_id of the company associated with the case. Data type: String Table: Company [core_company] |
| consumer | Business-to-consumer cases only. Sys_id of the person to contact with regard to this case. Data type: String Table: Consumer [csm_consumer] |
| contact | Business-to-business based cases only. Sys_id of the person to contact regarding this case. Data type: String Table: Contact [customer_contact] |
| contact_time_zone | Time zone of the contact associated with the case. Data type: String Maximum length: 40 |
| contact_type | Method in which the case was initially reported. Possible values:
Data type: String Maximum length: 40 |
| contract | Sys_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A contract can include
a company and contact and the specific assets that are covered. A contract can also include multiple service entitlements and SLAs. Data type: String Table: Contract [ast_contract] |
| correlation_display | Correlation display. Data type: String Maximum length: 100 |
| correlation_id | Correlation identifier. Data type: String Maximum length: 100 |
| delivery_plan | Sys_id of the parent execution plan for this case. Data type: String Table: Execution Plan [sc_cat_item_delivery_plan] |
| delivery_task | Sys_id of the execution plan task. Data type: String Table: Execution Plan Task [sc_cat_item_delivery_task] |
| description | Detailed description of the problem associated with the case.
Data type: String Maximum length: 4,000 |
| due_date | Date that the case is due to be closed. Data type: String |
| entitlement | Sys_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An
entitlement can be associated with a product, an asset, an account, or a contract. Data type: String Table: Entitlement [service_entitlement] |
| escalation | Current escalation level. Possible values:
Data type: Number (Integer) Default: 0 |
| expected_start | Date and time when work is scheduled to begin
on the case. Data type: String |
| first_response_time | Date and time when the first action was
taken on the case. Data type: String |
| follow_the_sun | Flag that indicates whether the case should be handed-off for global follow-up. If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically set to true. Possible values:
Data type: Boolean Default: false |
| group_list | List of sys_ids of the group records associated with the case. Data type: Array Table: Group [sys_user_group] |
| impact | Impact on customer. Possible values:
Data type: Number (Integer) Default: 3 |
| knowledge | Flag that indicates if there is a knowledge base article available for the specified issue. Possible values:
Data type: Boolean Default: false |
| location | Sys_id of the record describing the company location. Data type: String Table: Location [cmn_location] |
| made_sla | Flag that indicates whether the case was resolved in alignment with the associated service level agreement. Possible values:
Data type: Boolean Default: true |
| major_case_state | Current state of the major case. Possible values:
Data type: String Maximum length: 40 |
| notes_to_comments | Flag that indicates whether to add the resolution notes to the comments. Possible values:
Data type: Boolean |
| notify | Method to use to notify contact/consumer. Possible values:
Data type: Number (Integer) Default: 1 |
| number | Case number. Data type: String Maximum length: 40 |
| opened_at | Date and time that the case was opened. Data type: String |
| opened_by | Sys_id of the person that initially opened the case. Data type: String Table: User [sys_user] |
| order | Order of the case. Data type: Number (Integer) |
| parent | Sys_id of the parent case to which this case (child) is associated. Data type: String Table: Task [task] |
| partner | Sys_id of the partner associated with the case. Data type: String Table: Account [customer_account] |
| partner_contact | Sys_id of the partner contact associated with the case. Data type: String Table: Contact [customer_contact] |
| priority | Priority of the case.
Possible values:
Data type: Number (Integer) Default: 4 |
| probable_cause | Possible cause of the issue associated with the case. Data type: String Maximum length: 4,000 |
| problem | Sys_id of the issue that the customer is encountering. Data type: String Table: Problem [problem] |
| product | Sys_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro). Data type: String Table: Product Model [cmdb_model] |
| reassignment_count | Number of times that the case was reassigned to a person that is responsible for moving the case forward. Data type: Number (Integer) Default: 0 |
| recipient_list | Sys_id of the record that contains the list of recipients for communications about this case. Data type: String Table: Recipients List [sn_publications_recipients_list] |
| rejection_goto | Sys_id of the task to execute if the case is rejected. Data type: String Table: Task [task] |
| resolution_code | Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40 |
| resolved_at | Date and time that the case was resolved. Data type: String |
| resolved_by | Sys_id of the person that resolved the case. Data type: String Table: User [sys_user] |
| short_description | Concise description of the case.
Data type: String Maximum length: 160 |
| skills | List of the unique identifiers (sys_id) of the skills needed to complete the case. Data type: String Table: Skill [cmn_skill] |
| sla_due | Date/time at which the case must be closed based on
the associated service level agreement. Data type: String |
| social_channel | Type of social media channel such as Twitter, Facebook, or Instagram. Data type: String |
| social_handle | User handle on the channel. Data type: String |
| social_handle_type | Type of case to associate the social media profile. Valid values:
Data type: String |
| social_handle_url | URL of the user's social media handle. Data type: String |
| social_post_url | URL of the social message from which the case is being generated. Data type: String |
| state | Current state of the case. Possible values:
Data type: Number (Integer) Default: 1 |
| subcategory | Case subcategory. Possible values: 0: QuestionData type: Number (Integer) Default: 0 |
| support_manager | Sys_id of the CSM manager assigned to the case. Data type: String Table: User [sys_user] |
| sync_driver | Flag that indicates whether there's driver synchronization. Possible values:
Data type: Boolean |
| sys_domain_path | Domain path. Data type: String Maximum length: 255 Default: / |
| time_worked | Total amount of time worked on the case. Data type: String |
| upon_approval | Action to take if the case is approved. Possible values:
Data type: String Maximum length: 40 Default: proceed |
| upon_reject | Action to take if the case is rejected. Possible values:
Data type: String Maximum length: 40 Default: cancel |
| urgency | Urgency of the case. Possible values:
Data type: Number (Integer) Default: 3 |
| user_input | Additional user input. Data type: String Maximum length: 4,000 |
| variables | Name-value pairs of variables associated with the case. Data type: String Maximum length: 40 |
| watch_list | List of sys_ids of the users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed. Data type: Array Table: User [sys_user] |
| wf_activity | Sys_id of the workflow activity record associated with the case. Data type: String Table: Workflow Activity [wf_activity] |
| work_end | Date and time work ended on the case. Data type: String |
| work_notes_list | List of sys_ids of the internal users who receive notifications about this case when work notes are added. Data type: Array Table: User [sys_user] |
| work_start | Date and time that work started on the
case. Data type: String |
Headers
The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.
| Header | Description |
|---|---|
| Accept | Data format of the response body. Only supports application/json. |
| Content-Type | Data format of the request body. Only supports application/json. |
| Header | Description |
|---|---|
| None |
Status codes
The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.
| Status code | Description |
|---|---|
| 201 | New case record was successfully created. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal Server Error. A logic error on the server-side code occurred. |
Response body parameters (JSON or XML)
| Element | Description |
|---|---|
| number | Associated case number. Data type: String |
| sys_id | Sys_id of the new case record created in the Case [sn_customerservice_case]
table. Data type: String |
cURL request
The following example illustrates how to create a case based on a consumer and also create a new social media account that is associated with the case.
curl "https://instance.servicenow.com/api/sn_customerservice/case" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{ \
consumer: \"cd97ef1ddb8bc7006b7a9646db9619ac\", \
contact_type: \"social\", \
priority: \"4\", \
short_description: \"Consumer Test Case\", \
social_channel: \"TWITTER\", \
social_handle: \"consumertwo\", \
social_handle_type: \"Consumer\", \
social_handle_url: \"https://www.twitter.com/consumertwo\", \
social_post_url: \"https://twitter.com/MuleSoft/status/829092185022750720\"}" \
--user "username":"password"
{
"result": {
"sys_id": "0397c743db436f0057c3fd441d96197f",
"number": "CS0001005"
}
}cURL request
The following example illustrates how to create a case for an account.
curl "https://instance.servicenow.com/api/sn_customerservice/case" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{ \
account: \"051f62b0d7300200e5982cf65e610333\", \
contact_type: \"phone\", \
priority: \"1\", \
short_description: \"Power Outage\"}" \
--user "username":"password"
{
"result": {
"sys_id": "b88366ffdb1b0b00216e9ee6db96190b",
"number": "CS0001021"
}
}cURL request
The following example illustrates how to create a case for a specific contact. Note that if an account is specified within the contact record, that account is automatically assigned to the case.
curl "https://instance.servicenow.com/api/sn_customerservice/case" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{ \
contact: \"62fe1c97db76c3006b7a9646db961999\", \
contact_type: \"phone\", \
priority: \"3\", \
short_description: \"Power Outage\"}" \
--user "username":"password"
{
"result": {
"sys_id": "bf916affdb1b0b00216e9ee6db961937",
"number": "CS0001013"
}
}Case - PUT /sn_customerservice/case/{id}
Updates the specified existing Customer Service Management (CSM) case with the passed-in parameters.
URL format
Versioned URL: /api/sn_customerservice/{api_version}/case/{id}
Default URL: /api/sn_customerservice/case/{id}
Supported request parameters
| Name | Description |
|---|---|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the
latest.
Data type: String |
| id | Sys_id of the case to update. Table: Case [sn_customerservice_case] |
| Name | Description |
|---|---|
| sysparm_display_value | Determines the type of data returned, either the actual values from the database or the display values of the fields. Display values are manipulated based on the actual value in
the database and user or system settings and preferences. If returning display values, the value that is returned is dependent on the field type.
Data type: String Valid values:
Default: false Remarque : There is no preferred method for setting this parameter. However, specifying the display value may cause performance issues since it is not reading directly from the database and may
include referencing other fields and records. For more information on display values and actual values, see Table API FAQs (KB0534905). |
| sysparm_fields | Comma-separated list of fields to return in the response. Invalid fields are ignored. Data type: String Default: Return all fields. |
| sysparm_get_case_details | Flag that indicates whether to return the updated case record. Valid values:
Data type: Boolean Default: false |
| Element | Description |
|---|---|
| account | Sys_id of the account associated with the case. Data type: String Default: If contact specified, defaults to account specified in contact record. Table: Account [customer_account] |
| active | Flag that indicates whether the case is open and active. Possible values:
Data type: Boolean Default: true |
| active_account_escalation | Sys_id of the active account escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| active_escalation | Sys_id of the active escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| activity_due | Date for which the associated case is expected
to be completed. Data type: String |
| additional_assignee_list | List of the sys_ids of the additional persons (other than the primary assignee) that have been assigned to the account. Data type: Array Maximum: 4,000 Table: User [sys_user] |
| approval | String that describes the type of approval required. Possible values:
Data type: String Maximum characters: 40 Default: not requested |
| assigned_to |
Sys_id of the person assigned to the case.
Table: User [sys_user] Data type: String |
| assignment_group | Sys_id of the customer service agent group assigned to the case. Data type: String Table: Group [sys_user_group] |
| business_duration | Length in calendar work hours, work days,
and work weeks that it took to complete the case. Data type: String |
| business_impact | Impact of the issue on the associated customer. Data type: String Maximum characters: 4,000 |
| business_service | Sys_id of the service record associated with the case. Data type: String Table: Service [cmdb_ci_service] |
| category | Case category. Possible values:
Data type: Number (Integer) Default: 1 |
| cause | Details about the cause of the problem. Data type: String Maximum length: 4,000 |
| caused_by | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| change | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| child_case_creation_progress | Flag that indicates whether the case is a child case that was created from a major case. Possible values:
Data type: Boolean |
| close_notes | Notes made when the case was closed. Data type: String Maximum length: 4,000 |
| closed_at | Date and time that the case was closed. Data type: String |
| closed_by | Sys_id of the user that closed the case. Data type: String Table: User [sys_user] |
| cmdb_ci | Sys_id of the configuration item associated with the case. Data type: String Table: Configuration Item [cmdb_ci] |
| comments | Additional comments about the case. Data type: String Maximum length: 4,000 |
| company | Sys_id of the company associated with the case. Data type: String Table: Company [core_company] |
| consumer | Business-to-consumer cases only. Sys_id of the person to contact with regard to this case. Data type: String Table: Consumer [csm_consumer] |
| contact | Business-to-business based cases only. Sys_id of the person to contact regarding this case. Data type: String Table: Contact [customer_contact] |
| contact_time_zone | Time zone of the contact associated with the case. Data type: String Maximum length: 40 |
| contact_type | Method in which the case was initially reported. Possible values:
Data type: String Maximum length: 40 |
| contract | Sys_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A contract can include
a company and contact and the specific assets that are covered. A contract can also include multiple service entitlements and SLAs. Data type: String Table: Contract [ast_contract] |
| correlation_display | Correlation display. Data type: String Maximum length: 100 |
| correlation_id | Correlation identifier. Data type: String Maximum length: 100 |
| delivery_plan | Sys_id of the parent execution plan for this case. Data type: String Table: Execution Plan [sc_cat_item_delivery_plan] |
| delivery_task | Sys_id of the execution plan task. Data type: String Table: Execution Plan Task [sc_cat_item_delivery_task] |
| description | Detailed description of the problem associated with the case.
Data type: String Maximum length: 4,000 |
| due_date | Date that the case is due to be closed. Data type: String |
| entitlement | Sys_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An
entitlement can be associated with a product, an asset, an account, or a contract. Data type: String Table: Entitlement [service_entitlement] |
| escalation | Current escalation level. Possible values:
Data type: Number (Integer) Default: 0 |
| expected_start | Date and time when work is scheduled to begin
on the case. Data type: String |
| first_response_time | Date and time when the first action was
taken on the case. Data type: String |
| follow_the_sun | Flag that indicates whether the case should be handed-off for global follow-up. If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically set to true. Possible values:
Data type: Boolean Default: false |
| group_list | List of sys_ids of the group records associated with the case. Data type: Array Table: Group [sys_user_group] |
| impact | Impact on customer. Possible values:
Data type: Number (Integer) Default: 3 |
| knowledge | Flag that indicates if there is a knowledge base article available for the specified issue. Possible values:
Data type: Boolean Default: false |
| location | Sys_id of the record describing the company location. Data type: String Table: Location [cmn_location] |
| made_sla | Flag that indicates whether the case was resolved in alignment with the associated service level agreement. Possible values:
Data type: Boolean Default: true |
| major_case_state | Current state of the major case. Possible values:
Data type: String Maximum length: 40 |
| notes_to_comments | Flag that indicates whether to add the resolution notes to the comments. Possible values:
Data type: Boolean |
| notify | Method to use to notify contact/consumer. Possible values:
Data type: Number (Integer) Default: 1 |
| number | Case number. Data type: String Maximum length: 40 |
| opened_at | Date and time that the case was opened. Data type: String |
| opened_by | Sys_id of the person that initially opened the case. Data type: String Table: User [sys_user] |
| order | Order of the case. Data type: Number (Integer) |
| parent | Sys_id of the parent case to which this case (child) is associated. Data type: String Table: Task [task] |
| partner | Sys_id of the partner associated with the case. Data type: String Table: Account [customer_account] |
| partner_contact | Sys_id of the partner contact associated with the case. Data type: String Table: Contact [customer_contact] |
| priority | Priority of the case.
Possible values:
Data type: Number (Integer) Default: 4 |
| probable_cause | Possible cause of the issue associated with the case. Data type: String Maximum length: 4,000 |
| problem | Sys_id of the issue that the customer is encountering. Data type: String Table: Problem [problem] |
| product | Sys_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro). Data type: String Table: Product Model [cmdb_model] |
| reassignment_count | Number of times that the case was reassigned to a person that is responsible for moving the case forward. Data type: Number (Integer) Default: 0 |
| recipient_list | Sys_id of the record that contains the list of recipients for communications about this case. Data type: String Table: Recipients List [sn_publications_recipients_list] |
| rejection_goto | Sys_id of the task to execute if the case is rejected. Data type: String Table: Task [task] |
| resolution_code | Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40 |
| resolved_at | Date and time that the case was resolved. Data type: String |
| resolved_by | Sys_id of the person that resolved the case. Data type: String Table: User [sys_user] |
| short_description | Concise description of the case.
Data type: String Maximum length: 160 |
| skills | List of the unique identifiers (sys_id) of the skills needed to complete the case. Data type: String Table: Skill [cmn_skill] |
| sla_due | Date/time at which the case must be closed based on
the associated service level agreement. Data type: String |
| social_channel | Type of social media channel such as Twitter, Facebook, or Instagram. Data type: String |
| social_handle | User handle on the channel. Data type: String |
| social_handle_type | Type of case to associate the social media profile. Valid values:
Data type: String |
| social_handle_url | URL of the user's social media handle. Data type: String |
| social_post_url | URL of the social message from which the case is being generated. Data type: String |
| state | Current state of the case. Possible values:
Data type: Number (Integer) Default: 1 |
| subcategory | Case subcategory. Possible values: 0: QuestionData type: Number (Integer) Default: 0 |
| support_manager | Sys_id of the CSM manager assigned to the case. Data type: String Table: User [sys_user] |
| sync_driver | Flag that indicates whether there's driver synchronization. Possible values:
Data type: Boolean |
| sys_domain_path | Domain path. Data type: String Maximum length: 255 Default: / |
| time_worked | Total amount of time worked on the case. Data type: String |
| upon_approval | Action to take if the case is approved. Possible values:
Data type: String Maximum length: 40 Default: proceed |
| upon_reject | Action to take if the case is rejected. Possible values:
Data type: String Maximum length: 40 Default: cancel |
| urgency | Urgency of the case. Possible values:
Data type: Number (Integer) Default: 3 |
| user_input | Additional user input. Data type: String Maximum length: 4,000 |
| variables | Name-value pairs of variables associated with the case. Data type: String Maximum length: 40 |
| watch_list | List of sys_ids of the users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed. Data type: Array Table: User [sys_user] |
| wf_activity | Sys_id of the workflow activity record associated with the case. Data type: String Table: Workflow Activity [wf_activity] |
| work_end | Date and time work ended on the case. Data type: String |
| work_notes_list | List of sys_ids of the internal users who receive notifications about this case when work notes are added. Data type: Array Table: User [sys_user] |
| work_start | Date and time that work started on the
case. Data type: String |
Headers
The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.
| Header | Description |
|---|---|
| Accept | Data format of the response body. Only supports application/json. |
| Content-Type | Data format of the request body. Only supports application/json. |
| Header | Description |
|---|---|
| None |
Status codes
The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.
| Status code | Description |
|---|---|
| 201 | Successful. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal Server Error. A logic error on the server-side code occurred. |
Response body parameters (JSON or XML)
| Element | Description |
|---|---|
| account |
Sys_id of the account record associated with the case.
Data type: String Table: Account [customer_account] |
| account | Account details. Data type: Object |
| account.account_code | Unique combination of values that an application uses to identify budget forecasts and budget plans. Data type: String Maximum length: 255 |
| account.account_parent | Sys_id of the parent account of this account. Located in the Account [customer_account] table. Data type: String |
| account.account_path | Path from the parent to the child accounts in the account hierarchy. Data type: String Maximum length: 255 |
| account.active_escalation | Sys_id of the active escalation associated with the account. Data type: String Table: Escalation [sn_customerservice_escalation] |
| account.apple_icon | Icon for iPhone home page bookmarks. Data type: Image |
| account.banner_image | Banner image that appears on the customer portal. Data type: Image |
| account.banner_image_light | Small banner image. Data type: Image |
| account.banner_text | Banner text that appears on the customer portal. Data type: String Maximum length: 4,000 |
| account.city | City in which the company that is associated with this account resides. Data type: String Maximum length: 50 |
| account.contact | Sys_id of a contact record associated with this account. Data type: String Table: User [sys_user] |
| account.country | Country in which the company that is associated with this account resides. Data type: String Maximum length: 40 Default: USA |
| account.customer | Flag that indicates whether the account is a customer account, as opposed to a partner account. Possible values:
Data type: Boolean Default: false |
| account.discount | Discount given to the account on purchases. Data type: Number Maximum length: 15 |
| account.fax_phone | Primary fax phone number for the company associated with this account. Data type: String Maximum length: 40 |
| account.fiscal_year | Fiscal year for the company associated with the account. Data type: String |
| account.lat_long_error | Difference in the actual location as compared to latitude and longitude information. Data type: String Maximum length: 1,000 |
| account.latitude | Latitude of the company associated with this account. Data type: Number (floating point number) Maximum length: 40 |
| account.longitude | Longitude of the company associated with this account. Data type: Number (floating point number) Maximum length: 40 |
| account.manufacturer | Flag that indicates whether the company associated with this account manufactures goods. Possible values:
Data type: Boolean Default: false |
| account.market_cap | Market value of the associated company's publicly traded stock shares. Data type: Number (currency) Maximum length: 20 |
| account.name | Name of the company associated with this account. Data type: String Maximum length: 80 |
| account.notes | Additional information about the company. Data type: String Maximum length: 4,000 |
| account.num_employees | Number of people employed by the company. Data type: Number (Integer) Maximum length: 40 |
| account.number | Number that identifies this account. Data type: String Maximum length: 40 |
| account.parent | Sys_id of the parent account of this account. Data type: String Table: Company [core_company] |
| account.partner | Flag that indicates whether the account is a partner account or a customer account. Possible values:
Data type: Boolean Default: false |
| account.phone | Primary phone number for the company. Data type: String |
| account.primary | Flag that indicates whether this is a primary account. Possible values:
Data type: Boolean Default: false |
| account.primary_contact | Sys_id of the primary contact for the account. Data type: String Table: Contact [customer_contact] |
| account.profits | Profit information entered for this account. Data type: Number (Currency) Maximum length: 40 |
| account.publicly_traded | Flag that indicates whether the company associated with this account is publicly traded on the stock exchange. Possible values:
Data type: Boolean |
| account.rank_tier | Type of account. Possible values:
Data type: String Maximum length: 40 |
| account.registration_code | Unique code that customers use when requesting a login on the customer portal. This code provides a method for validating the customer on the company before granting
access. Data type: String Maximum length: 40 |
| account.revenue_per_year | Revenue produced by the company associated with this account. Data type: Number (Currency) Maximum length: 20 |
| account.state | State in which the company resides. Data type: String Maximum length: 40 |
| account.stock_price | Price of the company stock. Data type: String Maximum length: 40 |
| account.stock_symbol | Stock symbol of the company. Data type: String Maximum length: 40 |
| account.street | Street address of the company. Data type: String Maximum length: 255 |
| account.sys_class_name | Table that contains the associated account record. Data type: String |
| account.sys_created_by | User that originally created the account. Data type: String Maximum length: 40 |
| account.sys_created_on | Date and time that the account was originally created. Data type: String |
| account.sys_id | Sys_id for the account record. Data type: String |
| account.sys_mod_count | Number of times the account information has been updated. Data type: Number (Integer) |
| account.sys_updated_by | User that last modified the account information. Data type: String Maximum length: 40 |
| account.sys_updated_on | Date and time the account information was last updated. Data type: String |
| account.theme | Sys_id of the customer portal theme used by this account. Data type: String Table: Theme [sys_ui_theme] |
| account.vendor | Flag that indicates whether the company associated with this account is a vendor. Possible values:
Data type: Boolean Default: false |
| account.vendor_manager | List of sys_ids of the vendor managers for the account. Data type: String Table: User [sys_user] |
| account.vendor_type | List of sys_ids of the type of vendor such as, applications, hardware, services, or software. Data type: String Table: Vendor Type [vendor_type] |
| account.website | URL of the website for the company. Data type: String Maximum length: 1,024 |
| account.zip | Zip code of the company. Data type: String Maximum length: 40 |
| active | Flag that indicates whether the case is open and active. Possible values:
Data type: Boolean Default: true |
| active_account_escalation | Sys_id of the active account escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| active_escalation | Sys_id of the active escalation record associated with the case. Data type: String Table: Escalation [sn_customerservice_escalation] |
| activity_due | Date for which the associated case is expected
to be completed. Data type: String |
| additional_assignee_list | List of the sys_ids of the additional persons (other than the primary assignee) that have been assigned to the account. Data type: Array Maximum: 4,000 Table: User [sys_user] |
| approval | String that describes the type of approval required. Possible values:
Data type: String Maximum characters: 40 Default: not requested |
| approval_history | List of all approvals associated with the case. Data type: String Maximum characters: 4,000 |
| approval_set | Date and time that the associated action was
approved. Data type: String |
| asset | Sys_id of the asset record associated with the case. Data type: String Table: Asset [alm_asset] |
| assigned_to |
Sys_id of the person assigned to the case.
Table: User [sys_user] Data type: String |
| assignment_group | Sys_id of the customer service agent group assigned to the case. Data type: String Table: Group [sys_user_group] |
| business_duration | Length in calendar work hours, work days,
and work weeks that it took to complete the case. Data type: String |
| business_impact | Impact of the issue on the associated customer. Data type: String Maximum characters: 4,000 |
| business_service | Sys_id of the service record associated with the case. Data type: String Table: Service [cmdb_ci_service] |
| case | Case short description and case number. Data type: String Maximum length: 300 |
| case_report | Sys_id of the associated case report. Data type: String Table: Case Report [sn_customerservice_case_report] |
| category | Case category. Possible values:
Data type: Number (Integer) Default: 1 |
| cause | Details about the cause of the problem. Data type: String Maximum length: 4,000 |
| caused_by | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| change | Sys_id of the change request that caused the case to be created. Data type: String Table: Change Request [change_request] |
| child_case_creation_progress | Flag that indicates whether the case is a child case that was created from a major case. Possible values:
Data type: Boolean |
| closed_at | Date and time that the case was closed. Data type: String |
| closed_by | Sys_id of the user that closed the case. Data type: String Table: User [sys_user] |
| close_notes | Notes made when the case was closed. Data type: String Maximum length: 4,000 |
| cmdb_ci | Sys_id of the configuration item associated with the case. Data type: String Table: Configuration Item [cmdb_ci] |
| comments | Additional comments about the case. Data type: String Maximum length: 4,000 |
| comments_and_work_notes | Comments and work notes entered for the case. Data type: String Maximum length: 4,000 |
| company | Sys_id of the company associated with the case. Data type: String Table: Company [core_company] |
| consumer | Business-to-consumer cases only. Sys_id of the person to contact with regard to this case. Data type: String Table: Consumer [csm_consumer] |
| consumer | Array of parameters for business-to-consumer cases. |
| consumer.active | Flag that indicates whether the consumer is active. Possible values:
Data type: Boolean Default: true |
| consumer.business_phone | Business phone number of the consumer. Data type: String Maximum length: 40 |
| consumer.city | City in which the consumer resides. Data type: String Maximum length: 100 |
| consumer.country | Country in which the consumer resides. Data type: String Maximum length: 40 |
| consumer.date_format | Format in which to display dates. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| consumer.email | Email address of the consumer. Data type: String Maximum length: 100 |
| consumer.fax | Fax number of the consumer. Data type: String Maximum length: 40 |
| consumer.first_name | Consumer first name. Data type: String Maximum length: 50 |
| consumer.gender | Gender of the consumer. Data type: String Maximum length: 40 |
| consumer.home_phone | Home phone number of the consumer. Data type: String Maximum length: 40 |
| consumer.household | Sys_id of the record that describes the household characteristics. Data type: String Table: Household [csm_household] |
| consumer.last_name | Consumer last name. Data type: String Maximum length: 50 |
| consumer.middle_name | Consumer middle name. Data type: String Maximum length: 50 |
| consumer.mobile_phone | Consumer mobile phone number. Data type: String Maximum length: 40 |
| consumer.name | Consumer full name; first_name+middle_name+last_name. Data type: String Maximum length: 152 |
| consumer.notes | Notes on consumer. Data type: String Maximum length: 4,000 |
| consumer.notification | Indicates whether the consumer should receive notifications. Valid values:
Data type: Number (Integer) Maximum length: 40 Default: 2 |
| consumer.number | Unique number associated with the consumer. Data type: String Maximum length: 40 |
| consumer.photo | Photo of the consumer. Data type: Image |
| consumer.preferred_language | Consumer primary language. Data type: String Maximum length: 3 |
| consumer.prefix | Consumer name prefix such as, Dr., Mr., Mrs., or Ms. Data type: String Maximum length: 40 |
| consumer.primary | Flag that indicates whether this is the primary consumer. Possible values:
Data type: Boolean Default: false |
| consumer.state | State in which the consumer resides. Data type: String Maximum length: 100 |
| consumer.street | Consumer street address. Data type: String Maximum length: 255 |
| consumer.suffix | Consumer name suffix such as Jr., Sr., or
II. Data type: String |
| consumer.sys_created_by | User that created the consumer record. Data type: String Maximum length: 40 |
| consumer.sys_created_on | Date and time the consumer record was
originally created. Data type: String |
| consumer.sys_domain | ServiceNow domain in
which the consumer information resides. Data type: String |
| consumer.sys_id | Unique identifier for the consumer. Data type: String |
| consumer.sys_mod_count | Number of times that the associated consumer information has been modified. Data type: Number (Integer) |
| consumer.sys_updated_by | User that last updated the consumer information. Data type: String Maximum length: 40 |
| consumer.sys_updated_on | Date and time when the consumer
information was last updated. Data type: String |
| consumer.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: blank (system time format) |
| consumer.time_zone | Consumer time zone, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| consumer.title | Consumer business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| consumer.user | Sys_id of the consumer user. Data type: String Table: Consumer User [csm_consumer_user] |
| consumer.zip | Consumer zip code. Data type: String Maximum length: 40 |
| contact | Business-to-business based cases only. Sys_id of the person to contact regarding this case. Data type: String Table: Contact [customer_contact] |
| contact | Array of contact parameters for business-to-business cases. |
| contact.account | Sys_id of the account record to which the contact is associated. Data type: String Table: Account [customer_account] |
| contact.active | Flag that indicates whether the contact is active within the system. Possible values:
Data type: Boolean Default: true |
| contact.agent_status | Status of the agent. Possible values:
Data type: String Maximum length: 40 |
| contact.building | Sys_id of the record that describes the building in which the contact resides. Data type: String Table: Building [cmn_building] |
| contact.calendar_integration | Calendar application that the contact uses. 1: Outlook Data type: Number (Integer) Default: 1 |
| contact.city | City in which the contact resides. Data type: String Maximum length: 40 |
| contact.company | Sys_id of the company record to which the contact is associated. Data type: String Table: Company [core_company] |
| contact.cost_center | Sys_id of the cost center associated with the contact. Data type: String Table: Cost Center [cmn_cost_center] |
| contact.country | Country code of the country in which the contact resides. Data type: String Maximum length: 3 |
| contact.date_format | Format in which to display dates to contacts. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| contact.default_perspective | Sys_id of the default perspective for the contact. Data type: String Table: Menu List [sys_perspective] |
| contact.department | Sys_id of the department associated with the contact. Data type: String Table: Department [cmn_department] |
| contact.edu_status | Education status of the associated contact. Data type: String Maximum length: 40 Default: faculty |
| contact.email | Contact email address. Data type: String |
| contact.employee_number | Contact employee number. Data type: String |
| contact.enable_multifactor_authn | Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal. Possible values:
Data type: Boolean Default: false |
| contact.failed_attempts | Number of failed log in attempts. Data type: Number (Integer) |
| contact.first_name | Contact first name. Data type: String Maximum length: 50 |
| contact.gender | Contact gender. Data type: String Maximum length: 40 |
| contact.geolocation_tracked | Flag that indicates whether the contact location is obtained through geotracking. Possible values:
Data type: Boolean Default value: false |
| contact.home_phone | Contact home phone number. Data type: String Maximum length: 40 |
| contact.internal_integration_user | Flag that indicates whether the contact is an internal integration user. Possible values:
Data type: Boolean Default: false |
| contact.introduction | Introduction Data type: String Maximum length: 40 |
| contact.last_login | Date on which the contact last logged into the
system. Data type: String (Date) |
| contact.last_login_device | Device the consumer used the last time they logged in to the system. Data type: String Maximum length: 40 |
| contact.last_login_time | Date and time the contact logged in to
the system. Data type: String (Date/time) |
| contact.last_name | Contact last name. Data type: String Maximum length: 50 |
| contact.last_position_update | Date and time the last position was
updated. Data type: String (Date/time) |
| contact.latitude | Latitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| contact.ldap_server | Sys_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server [ldap_server_config] |
| contact.location | Sys_id of the record that describes the location of the contact Data type: String Table: Location [cmn_location] |
| contact.locked_out | Flag that indicates if the contact is locked-out. Possible values:
Data type: Boolean Default: false |
| contact.longitude | Longitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| contact.manager | Sys_id of the record that describes the direct supervisor of the contact. Data type: String Table: User [sys_user] |
| contact.middle_name | Contact middle name. Data type: Number (Floating point) Maximum length: 50 |
| contact.mobile_phone | Contact mobile phone number. Data type: String Maximum length: 40 |
| contact.name | Contact full name. Data type: String Maximum length: 151 |
| contact.notification | Indicates whether the contact should receive notifications. Valid values:
Data type: Number (Integer) Default: 2 |
| contact.on_schedule | Indicates the timeliness of dispatched service personnel. Valid values:
Data type: String Maximum length: 40 |
| contact.phone | Contact business phone number. Data type: String Maximum length: 40 |
| contact.photo | Photo image of the contact. Data type: String |
| contact.preferred_language | Country code of the contact primary language. Data type: String Maximum length: 3 |
| contact.roles | List of user roles associated with the contact. Data type: String Maximum length: 40 |
| contact.schedule | Sys_id of the record that describes the work schedule for the associated contact. Data type: String Table: Schedule [cmn_schedule] |
| contact.source | Source of the contact. Data type: String Maximum length: 255 |
| contact.state | State in which the contact resides. Data type: String Maximum length: 40 |
| contact.street | Contact street address. Data type: String Maximum length: 255 |
| contact.sys_class_name | Table that contains the contact record. Data type: String Maximum length: 80 |
| contact.sys_created_by | User that originally created the associated contact record. Data type: String Maximum length: 40 |
| contact.sys_created_on | Data and time the associated contact was
originally created. Data type: String (Date/time) |
| contact.sys_domain | ServiceNow instance domain of the
associated contact record. Data type: String |
| contact.sys_domain_path | Contact record domain path. Data type: String Maximum length: 255 Default: / (global) |
| contact.sys_id | Unique identifier for the associated contact
record. Data type: String |
| contact.sys_mod_count | Number of times that the associated contact
record has been modified. Data type: Number (Integer) |
| contact.sys_tags | System tags for the content. Data type: String |
| contact.sys_updated_by | User that last updated the associated contact information. Data type: String Maximum length: 40 |
| contact.sys_updated_on | Data and time the associated contact
information was updated. Data type: String (Date/time) |
| contact.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: Blank (system time format) |
| contact.time_sheet_policy | Sys_id of the record that contains the time sheet policy for the associated contact. Data type: String Table: Time Sheet Policy [time_sheet_policy] |
| contact.time_zone | Time zone in which the contact resides, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| contact.title | Contact business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| contact.user_name | Contact user ID. Data type: String Maximum length: 40 |
| contact.vip | Flag that indicates whether the associated contact has VIP status. Possible values:
Data type: Boolean Default: false |
| contact.web_service_access_only | Flag that indicates whether the contact can only access services through the web. Possible values:
Data type: Boolean Default: false |
| contact.zip | Contact zip code. Data type: String Maximum length: 40 |
| contact_local_time | Contact local time. Data type: String Maximum length: 70 |
| contact_time_zone | Time zone of the contact associated with the case. Data type: String Maximum length: 40 |
| contact_type | Method in which the case was initially reported. Possible values:
Data type: String Maximum length: 40 |
| contract | Sys_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A contract can include
a company and contact and the specific assets that are covered. A contract can also include multiple service entitlements and SLAs. Data type: String Table: Contract [ast_contract] |
| correlation_display | Correlation display. Data type: String Maximum length: 100 |
| correlation_id | Correlation identifier. Data type: String Maximum length: 100 |
| delivery_plan | Sys_id of the parent execution plan for this case. Data type: String Table: Execution Plan [sc_cat_item_delivery_plan] |
| delivery_task | Sys_id of the execution plan task. Data type: String Table: Execution Plan Task [sc_cat_item_delivery_task] |
| description | Detailed description of the problem associated with the case.
Data type: String Maximum length: 4,000 |
| due_date | Date that the case is due to be closed. Data type: String |
| entitlement | Sys_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An
entitlement can be associated with a product, an asset, an account, or a contract. Data type: String Table: Entitlement [service_entitlement] |
| escalation | Current escalation level. Possible values:
Data type: Number (Integer) Default: 0 |
| expected_start | Date and time when work is scheduled to begin
on the case. Data type: String |
| first_response_time | Date and time when the first action was
taken on the case. Data type: String |
| follow_the_sun | Flag that indicates whether the case should be handed-off for global follow-up. If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically set to true. Possible values:
Data type: Boolean Default: false |
| follow_up | Date and time of the next follow-up action. Data type: String |
| group_list | List of sys_ids of the group records associated with the case. Data type: Array Table: Group [sys_user_group] |
| impact | Impact on customer. Possible values:
Data type: Number (Integer) Default: 3 |
| knowledge | Flag that indicates if there is a knowledge base article available for the specified issue. Possible values:
Data type: Boolean Default: false |
| location | Sys_id of the record describing the company location. Data type: String Table: Location [cmn_location] |
| made_sla | Flag that indicates whether the case was resolved in alignment with the associated service level agreement. Possible values:
Data type: Boolean Default: true |
| major_case_state | Current state of the major case. Possible values:
Data type: String Maximum length: 40 |
| needs_attention | Flag that indicates whether the case needs attention. Possible values:
Data type: Boolean Default: false |
| notes_to_comments | Flag that indicates whether to add the resolution notes to the comments. Possible values:
Data type: Boolean |
| notify | Method to use to notify contact/consumer. Possible values:
Data type: Number (Integer) Default: 1 |
| number | Case number. Data type: String Maximum length: 40 |
| opened_at | Date and time that the case was opened. Data type: String |
| opened_by | Sys_id of the person that initially opened the case. Data type: String Table: User [sys_user] |
| order | Order of the case. Data type: Number (Integer) |
| parent | Sys_id of the parent case to which this case (child) is associated. Data type: String Table: Task [task] |
| partner | Sys_id of the partner associated with the case. Data type: String Table: Account [customer_account] |
| partner_contact | Sys_id of the partner contact associated with the case. Data type: String Table: Contact [customer_contact] |
| priority | Priority of the case.
Possible values:
Data type: Number (Integer) Default: 4 |
| probable_cause | Possible cause of the issue associated with the case. Data type: String Maximum length: 4,000 |
| problem | Sys_id of the issue that the customer is encountering. Data type: String Table: Problem [problem] |
| product | Sys_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro). Data type: String Table: Product Model [cmdb_model] |
| reassignment_count | Number of times that the case was reassigned to a person that is responsible for moving the case forward. Data type: Number (Integer) Default: 0 |
| recipient_list | Sys_id of the record that contains the list of recipients for communications about this case. Data type: String Table: Recipients List [sn_publications_recipients_list] |
| rejection_goto | Sys_id of the task to execute if the case is rejected. Data type: String Table: Task [task] |
| resolution_code | Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40 |
| resolved_at | Date and time that the case was resolved. Data type: String |
| resolved_by | Sys_id of the person that resolved the case. Data type: String Table: User [sys_user] |
| result | List of values for the requested field. Data type: Array of Objects |
| result.label | Display value for the field value. Data type: String |
| result.value | Field value. Data type: String |
| short_description | Concise description of the case.
Data type: String Maximum length: 160 |
| skills | List of the unique identifiers (sys_id) of the skills needed to complete the case. Data type: String Table: Skill [cmn_skill] |
| sla_due | Date/time at which the case must be closed based on
the associated service level agreement. Data type: String |
| sn_app_cs_social_social_profile | Details for a specific social media profile, such as Facebook, Twitter, or YouTube. Data type: Array of Objects |
| sn_app_cs_social_social_profile.account | Unique identifier of the record containing
account information for the social media profile. Located in the Account
[customer_account] table. Data type: String |
| sn_app_cs_social_social_profile.channel | Details on the associated social media profile channel. Data type: Object |
| sn_app_cs_social_social_profile.channel.name | Name of the social media channel. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.channel.sys_class_name | Table that contains the social media channel record. Data type: String Maximum length: 80 |
| sn_app_cs_social_social_profile.channel.sys_created_by | Person that created the social media channel. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_created_on | Date and time the social media profile was created. Data type: Date/time Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_id | Unique identifier of the associated social
media profile channel. Data type: String |
| sn_app_cs_social_social_profile.channel.sys_mod_count | Number of times that information was
modified for the associated social media profile channel. Data type: Integer |
| sn_app_cs_social_social_profile.channel.sys_name | System name of channel. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.channel.sys_package | Unique identifier of the record that
contains information about the package associated with the profile; Package
[sys_package] table. Data type: Reference |
| sn_app_cs_social_social_profile.channel.sys_policy | System protection policy. Possible values:
Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_scope | Unique identifier of the record that
contains information about the scope of the social profile; Application [sys_scope]
table. Data type: Reference |
| sn_app_cs_social_social_profile.channel.sys_tags | System tags associated with the
channel. Data type: String |
| sn_app_cs_social_social_profile.channel.sys_update_name | Name of the person that last updated the social media profile channel. Data type: String Maximum length: 250 |
| sn_app_cs_social_social_profile.channel.sys_updated_by | User that last updated the social media profile channel. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.channel.sys_updated_on | Date and time the social media profile channel was last updated. Data type: Date/time Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer | For business-to-consumer cases. Details about the consumer associated with the
case. Data type:
Object |
| sn_app_cs_social_social_profile.consumer.active | Flag that indicates whether the consumer is active. Possible values:
Data type: Boolean Default: true |
| sn_app_cs_social_social_profile.consumer.business_phone | Business phone number of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.city | City in which the consumer resides. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.consumer.country | Country in which the consumer resides. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.date_format | Format in which to display dates. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| sn_app_cs_social_social_profile.consumer.email | Email address of the consumer. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.consumer.fax | Fax number of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.first_name | Consumer first name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.consumer.gender | Gender of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.home_phone | Home phone number of the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.household | Sys_id of the record that describes the household characteristics. Data type: String Table: Household [csm_household] |
| sn_app_cs_social_social_profile.consumer.last_name | Consumer last name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.consumer.middle_name | Consumer middle name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.consumer.mobile_phone | Consumer mobile phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.name | Consumer full name; first_name+middle_name+last_name. Data type: String Maximum length: 152 |
| sn_app_cs_social_social_profile.consumer.notes | Notes on consumer. Data type: String Maximum length: 4,000 |
| sn_app_cs_social_social_profile.consumer.notification | Indicates whether the consumer should receive notifications. Valid values:
Data type: Number (Integer) Maximum length: 40 Default: 2 |
| sn_app_cs_social_social_profile.consumer.number | Unique number associated with the consumer. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.photo | Photo of the consumer. Data type: Image |
| sn_app_cs_social_social_profile.consumer.preferred_language | Consumer primary language. Data type: String Maximum length: 3 |
| sn_app_cs_social_social_profile.consumer.prefix | Consumer name prefix such as, Dr., Mr., Mrs., or Ms. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.primary | Flag that indicates whether this is the primary consumer. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.consumer.state | State in which the consumer resides. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.consumer.street | Consumer street address. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.consumer.suffix | Consumer name suffix such as Jr., Sr., or
II. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_created_by | User that created the consumer record. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.sys_created_on | Date and time the consumer record was
originally created. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_domain | ServiceNow domain in
which the consumer information resides. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_id | Unique identifier for the consumer. Data type: String |
| sn_app_cs_social_social_profile.consumer.sys_mod_count | Number of times that the associated consumer information has been modified. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.consumer.sys_tags | Consumer system tags. |
| sn_app_cs_social_social_profile.consumer.sys_updated_by | User that last updated the consumer information. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.sys_updated_on | Date and time when the consumer
information was last updated. Data type: String |
| sn_app_cs_social_social_profile.consumer.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: blank (system time format) |
| sn_app_cs_social_social_profile.consumer.time_zone | Consumer time zone, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.consumer.title | Consumer business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| sn_app_cs_social_social_profile.consumer.user | Sys_id of the consumer user. Data type: String Table: Consumer User [csm_consumer_user] |
| sn_app_cs_social_social_profile.consumer.zip | Consumer zip code. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact | For business-to-business cases. Unique
identifier of the record containing details about the social media profile that
belongs to the contact associated with the case. Located in the Contact
[customer_contact] table. Data type: String |
| sn_app_cs_social_social_profile.contact.account | Sys_id of the account record to which the contact is associated. Data type: String Table: Account [customer_account] |
| sn_app_cs_social_social_profile.contact.active | Flag that indicates whether the contact is active within the system. Possible values:
Data type: Boolean Default: true |
| sn_app_cs_social_social_profile.contact.agent_status | Status of the agent. Possible values:
Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.building | Sys_id of the record that describes the building in which the contact resides. Data type: String Table: Building [cmn_building] |
| sn_app_cs_social_social_profile.contact.calendar_integration | Calendar application that the contact uses. 1: Outlook Data type: Number (Integer) Default: 1 |
| sn_app_cs_social_social_profile.contact.city | City in which the contact resides. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.company | Sys_id of the company record to which the contact is associated. Data type: String Table: Company [core_company] |
| sn_app_cs_social_social_profile.contact.cost_center | Sys_id of the cost center associated with the contact. Data type: String Table: Cost Center [cmn_cost_center] |
| sn_app_cs_social_social_profile.contact.country | Country code of the country in which the contact resides. Data type: String Maximum length: 3 |
| sn_app_cs_social_social_profile.contact.date_format | Format in which to display dates to contacts. Valid values:
Data type: String Maximum length: 40 Default: blank (system date format) |
| sn_app_cs_social_social_profile.contact.default_perspective | Sys_id of the default perspective for the contact. Data type: String Table: Menu List [sys_perspective] |
| sn_app_cs_social_social_profile.contact.department | Sys_id of the department associated with the contact. Data type: String Table: Department [cmn_department] |
| sn_app_cs_social_social_profile.contact.edu_status | Education status of the associated contact. Data type: String Maximum length: 40 Default: faculty |
| sn_app_cs_social_social_profile.contact.email | Contact email address. Data type: String |
| sn_app_cs_social_social_profile.contact.employee_number | Contact employee number. Data type: String |
| sn_app_cs_social_social_profile.contact.enable_multifactor_authn | Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.failed_attempts | Number of failed log in attempts. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.contact.first_name | Contact first name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.contact.gender | Contact gender. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.geolocation_tracked | Flag that indicates whether the contact location is obtained through geotracking. Possible values:
Data type: Boolean Default value: false |
| sn_app_cs_social_social_profile.contact.home_phone | Contact home phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.internal_itegration_user | Flag that indicates whether the contact is an internal integration user. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.introduction | Introduction Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.last_login | Date on which the contact last logged into the
system. Data type: String (Date) |
| sn_app_cs_social_social_profile.contact.last_login_device | Device the consumer used the last time they logged in to the system. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.last_login_time | Date and time the contact logged in to
the system. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.last_name | Contact last name. Data type: String Maximum length: 50 |
| sn_app_cs_social_social_profile.contact.last_position_update | Date and time the last position was
updated. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.latitude | Latitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.ldap_server | Sys_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server [ldap_server_config] |
| sn_app_cs_social_social_profile.contact.location | Sys_id of the record that describes the location of the contact Data type: String Table: Location [cmn_location] |
| sn_app_cs_social_social_profile.contact.locked_out | Flag that indicates if the contact is locked-out. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.longitude | Longitude coordinate of the contact. Data type: Number (Floating point) Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.manager | Sys_id of the record that describes the direct supervisor of the contact. Data type: String Table: User [sys_user] |
| sn_app_cs_social_social_profile.contact.middle_name | Contact middle name. Data type: Number (Floating point) Maximum length: 50 |
| sn_app_cs_social_social_profile.contact.mobile_phone | Contact mobile phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.name | Contact full name. Data type: String Maximum length: 151 |
| sn_app_cs_social_social_profile.contact.notification | Indicates whether the contact should receive notifications. Valid values:
Data type: Number (Integer) Default: 2 |
| sn_app_cs_social_social_profile.contact.on_schedule | Indicates the timeliness of dispatched service personnel. Valid values:
Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.phone | Contact business phone number. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.photo | Photo image of the contact. Data type: String |
| sn_app_cs_social_social_profile.contact.preferred_language | Country code of the contact primary language. Data type: String Maximum length: 3 |
| sn_app_cs_social_social_profile.contact.roles | List of user roles associated with the contact. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.schedule | Sys_id of the record that describes the work schedule for the associated contact. Data type: String Table: Schedule [cmn_schedule] |
| sn_app_cs_social_social_profile.contact.source | Source of the contact. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.contact.state | State in which the contact resides. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.street | Contact street address. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.contact.sys_class_name | Table that contains the contact record. Data type: String Maximum length: 80 |
| sn_app_cs_social_social_profile.contact.sys_created_by | User that originally created the associated contact record. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.sys_created_on | Data and time the associated contact was
originally created. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.sys_domain | ServiceNow instance domain of the
associated contact record. Data type: String |
| sn_app_cs_social_social_profile.contact.sys_domain_path | Contact record domain path. Data type: String Maximum length: 255 Default: / (global) |
| sn_app_cs_social_social_profile.contact.sys_id | Unique identifier for the associated contact
record. Data type: String |
| sn_app_cs_social_social_profile.contact.sys_mod_count | Number of times that the associated contact
record has been modified. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.contact.sys_tags | Contact system tags. |
| sn_app_cs_social_social_profile.contact.sys_updated_by | User that last updated the associated contact information. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.sys_updated_on | Data and time the associated contact
information was updated. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.contact.time_format | Format in which to display time. Valid values:
Data type: String Maximum length: 40 Default: Blank (system time format) |
| sn_app_cs_social_social_profile.contact.time_sheet_policy | Sys_id of the record that contains the time sheet policy for the associated contact. Data type: String Table: Time Sheet Policy [time_sheet_policy] |
| sn_app_cs_social_social_profile.contact.time_zone | Time zone in which the contact resides, such as Canada/Central or US/Eastern. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.title | Contact business title such as Manager, Software Developer, or Contractor. Data type: String Maximum length: 60 |
| sn_app_cs_social_social_profile.contact.user_name | Contact user ID. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.contact.vip | Flag that indicates whether the associated contact has VIP status. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.web_service_access_only | Flag that indicates whether the contact can only access services through the web. Possible values:
Data type: Boolean Default: false |
| sn_app_cs_social_social_profile.contact.zip | Contact zip code. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.created_on | Date and time the associated social media profile was initially created. |
| sn_app_cs_social_social_profile.profile | Social profile. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.profile_url | URL to use to access the social media
profile. Data type: String Maximum length: 1,024 |
| sn_app_cs_social_social_profile.social_id | Unique social media account provider
identifier for the associated social media account. Data type: String Maximum length: 100 |
| sn_app_cs_social_social_profile.source | Source of the social profile. Data type: String Maximum length: 255 |
| sn_app_cs_social_social_profile.sys_created_by | User that initially created the
social media profile. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.sys_created_on | Date and time the social media
profile was initially created. Data type: String (Date/time) |
| sn_app_cs_social_social_profile.sys_id | Unique identifier for the social media
profile. Data type: String |
| sn_app_cs_social_social_profile.sys_mod_count | Number of times that information was
modified for the associated social media profile. Data type: Number (Integer) |
| sn_app_cs_social_social_profile.sys_tags | Profile system tags. |
| sn_app_cs_social_social_profile.sys_updated_by | User that initially created the
social media profile. Data type: String Maximum length: 40 |
| sn_app_cs_social_social_profile.sys_updated_on | User that initially created the
social media profile. Data type: String Maximum length: 40 |
| state | Current state of the case. Possible values:
Data type: Number (Integer) Default: 1 |
| subcategory | Case subcategory. Possible values: 0: QuestionData type: Number (Integer) Default: 0 |
| support_manager | Sys_id of the CSM manager assigned to the case. Data type: String Table: User [sys_user] |
| sync_driver | Flag that indicates whether there's driver synchronization. Possible values:
Data type: Boolean |
| sys_class_name | Table that contains the case record. Data type: String Maximum length: 80 |
| sys_created_by | Person that initially opened the case. Data type: String Maximum length: 40 |
| sys_created_on | Date and time when the case was initially
created. Data type: String |
| sys_domain | Domain associated with the case. Data type: String Maximum length: 32 Default: global |
| sys_domain_path | Domain path. Data type: String Maximum length: 255 Default: / |
| sys_id | Unique identifier for the case. Data type: String Maximum length: 32 |
| sys_mod_count | Number of updates to the case since it was
initially created. Data type: Number (Integer) |
| sys_tags | System tags. |
| sys_updated_by | Person that last updated the case. Data type: String Maximum length: 40 |
| sys_updated_on | Date and time when the case was last
updated. Data type: String |
| time_worked | Total amount of time worked on the case. Data type: String |
| upon_approval | Action to take if the case is approved. Possible values:
Data type: String Maximum length: 40 Default: proceed |
| upon_reject | Action to take if the case is rejected. Possible values:
Data type: String Maximum length: 40 Default: cancel |
| urgency | Urgency of the case. Possible values:
Data type: Number (Integer) Default: 3 |
| user_input | Additional user input. Data type: String Maximum length: 4,000 |
| variable_pool | Grouping of variables. |
| variables | Name-value pairs of variables associated with the case. Data type: String Maximum length: 40 |
| watch_list | List of sys_ids of the users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed. Data type: Array Table: User [sys_user] |
| wf_activity | Sys_id of the workflow activity record associated with the case. Data type: String Table: Workflow Activity [wf_activity] |
| work_end | Date and time work ended on the case. Data type: String |
| work_notes | Information about how to resolve the case, or steps taken to resolve it. Data type: String Maximum length: 4,000 |
| work_notes_list | List of sys_ids of the internal users who receive notifications about this case when work notes are added. Data type: Array Table: User [sys_user] |
| work_start | Date and time that work started on the
case. Data type: String |
Notes on request body parameters
All request body parameters are optional. Not all parameters apply to all case types (B2B vs B2C and order vs product.) Ensure that the parameters that you set do not conflict, such as a mismatch between the account and contact or consumer. In addition to the list of elements defined below (which define the elements found in a base system), the endpoint also accepts custom case fields and any additional case fields configured in your instance. For additional information on these elements, refer to your specific table definitions [].
cURL request
The following example illustrates how to update a consumer-based case.
curl "https://instance.servicenow.com/api/sn_cusomerservice/case/0397c743db436f0057c3fd441d96197f" \
--request PUT \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{ \
consumer: \"cd97ef1ddb8bc7006b7a9646db9619ac\", \
contact_type: \"phone\", \
priority: \"4\", \
short_description: \"Consumer Test Case\"}" \
--user "username":"password"
{
"result": {
"sys_id": "0397c743db436f0057c3fd441d96197f",
"number": "CS0001005"
}
}