Omichannel Callback API

リリースバージョン: Australia

更新日 2026年03月12日

所要時間：102分

The Omnichannel Callback API provides methods for creating, updating, and initiating a callback request for live agent conversations.

The Omnichannel Callback API allows agents to programmatically call users back rather than waiting in the queue for an available agent. For example, agents can use the callback functionality to call users back when the agent wait time is long or when there are no agents available. You can do the following actions with this API:

Create a new, immediate callback request or schedule a new request.
Create an initial interaction and subsequent retry interactions.
Update an existing callback.

This API belongs to the sn_omni_callback namespace and requires the Administrator with callback API [sn_omni_callback.callback_api] role.

For more information about the Omnichannel Callback application as an ServiceNow AI Platform capability, see Omnichannel Callback.

Omnichannel Callback - POST api/sn_omni_callback/actions

Provides actions for integrating third-party Contact Center as a Service (CCaaS) platforms with ServiceNow®'s Omnichannel Callback system. This API acts as a bridge, routing callback operations (create, update, cancel, close) to external CCaaS providers via configurable Workflow Studio subflows.

注:

This endpoint works similarly to Omnichannel Callback - POST /api/sn_omni_callback/callback/create and Omnichannel Callback - PATCH /api/sn_omni_callback/callback/update, but is used to update or create callbacks in a third party integration with routing context.

Intelligent routing

The /actions endpoint intelligently routes callback requests based on the routingContext parameter. When a routing rule is configured, the API uses a single, unified payload structure for all actions and routes the request to a CCaaS subflow using routingContext. When routing is configured, the shape of the request never changes. Only the top‑level action value differs.

注:

The API checks for routing rules in the Callback Routing Configuration [sys_cs_callback_routing_config] table based on the routingContext parameter. If a matching rule is found, the request is forwarded to the configured custom subflow. The subflow can integrate with external CCaaS platforms or implement custom business logic. The subflow processes the request and returns the response.

If routingContext is omitted or no routing rule matches, the API falls back to default ServiceNow behavior and expects the standard payload format of the corresponding POST /create, PATCH /update, or PATCH /cancel endpoints.

Supported actions

The POST actions method supports various actions to perform on a callback record:

create: Creates a new callback record.
update: Updates an existing callback record based on the callback number.
close: Closes a callback record because the callback request has been fulfilled. Doesn't initiate the callback. Updates the reason field in the Callback [sys_cs_callback] table.
cancel: Cancels a callback record because the customer cancelled the request and doesn't need to connect with an agent. Updates the reason field in the Callback [sys_cs_callback] table.

URL format

Versioned URL: /api/sn_omni_callback/v1/actions

Default URL: /api/sn_omni_callback/actions

Supported request parameters

表 : 1. Path 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

表 : 2. Query parameters
Name	Description
None

表 : 3. Request body parameters
Name	Description
Object	Object containing the operation and details. Data type: Object `{ "action": "String", "payload": {Object}, "routingContext": {Object} }`
action	Required. Defines the action to perform on the callback. Accepted values: `create`: Creates a new callback record. `update`: Updates an existing callback record based on the callback number. `close`: Closes a callback record because the callback request has been fulfilled. Doesn't initiate the callback. Updates the reason field in the Callback [sys_cs_callback] table. `cancel`: Cancels a callback record because the customer cancelled the request and doesn't need to connect with an agent. Updates the reason field in the Callback [sys_cs_callback] table. Data type: String
payload	Required. Object containing specific data required for the given action when routingContext object is passed. For close and cancel operations, only callbackID is needed in the payload. 注: For create and update actions, if routingContext isn't passed, use the payload object structure documented in the Omnichannel Callback - POST /api/sn_omni_callback/callback/create and Omnichannel Callback - PATCH /api/sn_omni_callback/callback/update operations, respectively. The 'Examples' section demonstrates both routing and non-routing scenarios. Data type: Object payload structure for create and update actions `{ "callbackContext": {Object}, "callbackDetails": {Object}, "callbackId": "String", "phoneNumber": "String", "type": "String" }` payload structure for close and cancel actions `"payload": { "callbackId": "String" }`
payload.callbackContext	Optional. Object containing the context details about the callback request. Table: Callback Context [sys_cs_callback_context] Data type: Object `"callbackContext": { "customer_timezone": "String", "ivr_path": "String", "queue": "String" }`
payload.callbackContext.customer_timezone	Time zone of customer who requested the callback. Time zones can be provided in the following formats. `Country/City`. For example, `America/Los_Angeles`. `Country/Time zone`. For example, `US/Pacific`. `Time zone abbreviation`. For example, `PST`. For a complete list of valid timezones, see the Time zone field in the User [sys_user] table. For more information about time zones, see Time zones. Data type: String
payload.callbackContext.ivr_path	The IVR (Interactive Voice Response) path that a customer follows before being transferred to a human agent. Typically contains a list of queues or menu options the customer navigated through in the IVR system. This string is passed by Contact Center as a Service (CCaaS). For example, `"ivr_path": "Technical Support > Account Management"` Data type: String
payload.callbackContext.queue	Number assignments in the queue. Data type: String
payload.callbackDetails	Optional. Object containing the details about the callback request. Table: Callback [sys_cs_callback] Data type: Object `"callbackDetails": { "description": "String", "end_time": "String", "expire_time": "String", "first_name": "String", "last_name": "String", "opened_by": "String", "phone_number": "String", "next_retry": "String", "reason": "String", "scheduled_start_time": "String", "short_description": "String", "state": "String", "type": "String" }`
payload.callbackDetails.description	Detailed explanation of the callback request. Can include specific customer concerns, context, or notes from the agent. Data type: String
payload.callbackDetails.end_time	The time window when the callback request is expected to be completed. After this timestamp, the callback is considered overdue or expired unless rescheduled. Only applicable to a `Scheduled` callback type. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
payload.callbackDetails.expire_time	The final cutoff time after which the callback request should no longer be attempted. This is often used to automatically close or cancel stale requests. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
payload.callbackDetails.first_name	First name of the customer requesting the callback. Data type: String
payload.callbackDetails.last_name	Last name of the customer requesting the callback. Data type: String
payload.callbackDetails.opened_by	Sys_id of the user or agent who created or initiated the callback request. Table: User [sys_user]
payload.callbackDetails.phone_number	Phone number of the customer to call back. Data type: String
payload.callbackDetails.next_retry	The next scheduled attempt time if previous callback attempts were unsuccessful. Useful for automated or manual retry logic. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
payload.callbackDetails.reason	Reason for the callback request. Helps with routing, analytics, and reporting by tagging the callback with a standardized reason. Valid values: `Other issue` Custom values defined by your implementation. For example, `“Billing Inquiry”`, `“Technical Support”` Table: Callback [sys_cs_callback], Field: reason_type Data type: String
payload.callbackDetails.scheduled_start_time	Date and time value to when the callback window begins. Only applicable to a `Scheduled` callback type. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
payload.callbackDetails.short_description	A brief summary of the callback request, usually used in lists or dashboards. Data type: String
payload.callbackDetails.state	The current workflow status of the callback request. Valid values: `pending approval` `in progress` `completed` `canceled` Data type: String
payload.callbackDetails.type	The category of the request. Value is always `callback`.
payload.callbackId	Required. Sys_id or external_id of the callback. Table: Callback [sys_cs_callback] Data type: String
payload.phoneNumber	Required. Phone number of the user requesting the callback. Data type: String
payload.type	Required. Type of callback. Valid value: `callback_request` Data type: String
routingContext	Required for routing configuration. If not passed or the routing rule doesn't match, the actions endpoint doesn't invoke a CCaaS subflow and falls back to using default ServiceNow processing. Contextual information used to find a custom subflow or routing rule. If omitted, the API uses default callback processing. Data type: Object `"routingContext": { "sourceTable": "String", "sourceId": "String", "userId": "String" }`
routingContext.sourceId	Sys_id of the source record initiating the callback. Corresponds to the value of sourceTable. Data type: String
routingContext.sourceTable	The table name where the request originated. Accepted values: `sp_portal` `sn_csm_ec_engmnt_center_module` `sn_embeddable_core_module` Data type: String
routingContext.userId	User initiating the request (often the agent or system user). Table: User [sys_user] 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.

表 : 4. Request headers
Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

表 : 5. Response headers
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.

表 : 6. Status codes
Status code	Description
200	Successful. The request was successfully processed.

Response body parameters (JSON or XML)


Name	Description
body	Object containing success or failure information about the request. Data type: Object `{ "status": 200, "body": { "message": "String", "number": "String" } }`
body.message	Message with a brief details about the action's success or failure. Data type: String
body.number	The callback reference number. For example, `"CAL0010012"`. Table: Callback [sys_cs_callback] Data type: String
status	Corresponding status code of the request. Data type: String

Create example (routing enabled)

This action creates a new callback record with routing context configured:

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "action": "create",
  "routingContext": {
    "sourceTable": "sn_csm_ec_engmnt_center_module",
    "sourceId": "a1b2c3d4e5f6a7b8",
    "userId": "beth.anglin"
  },
  "payload": {
    "callbackId": "cb-98765",
    "callbackDetails": {
      "first_name": "Alice",
      "last_name": "Smith",
      "state": "Pending Approval",
      "reason": "Request updated by user",
      "end_time": "2025-12-17T23:00:00Z",
      "scheduled_start_time": "2025-12-17T22:00:00Z",
      "next_retry": "2025-12-18T10:00:00Z",
      "expiry_time": "2025-12-18T12:00:00Z",
      "phone_number": "+14155552671",
      "short_description": "Callback request for customer support",
      "description": "Customer requested a callback regarding their recent order.",
      "opened_by": "user_sys_id_12345",
      "type": "callback"
    },
    "type": "callback_request",
    "phoneNumber": "+14155552671",
    "callbackContext": {
      "queue": "Customer Support",
      "ivr_path": "support/ivr-path",
      "customer_timezone": "GMT-5"
    }
  },
  "additional_parameters": {}
}

Create (no routing context)

The following example demonstrates how to create a new callback record without routing context:

注:

Create actions without routing context follow the request structure documented in Omnichannel Callback - POST /api/sn_omni_callback/callback/create.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "action": "create",
  "payload": {
  "type": "asap",
  "callbackDetails": {
    "appointment": "68cc0a5a9314521060320dd548373cbd",
    "description": "Customer reported issue with order #12345",
    "short_description": "Order issue",
    "reason_type": "product_issue",
    "expire_time": "2025-09-01 17:00",
    "messaging_channel": "web_channel_sys_id",
    "channel_to_callback": "genesys_channel_sys_id",
    "scheduled_start_time": "2025-09-01 1:00",
    "end_time": "2025-09-01 17:00",
    "user_document": "abel.tuter",
    "user_table": "sys_user"
},
  },
  "callbackContext": {
    "queue": "sample queue",
    "ivr_path": "sample ivr path"
  },
  "inboundId": "ServiceNowVoice",
  "isExternal": true,
  "phoneNumber": "+123454768",
  "externalCallbackId": "new-external-id",
  "interactionDetails": {
    "clientSessionId": "f8453abb-a33d-45b7-bf01-52b7a821e99z",
    "userId": "32423424",
    "callerPhoneNumber": "+14089178877"
  }
}

Update action (routing enabled)

This example action updates an existing callback record with routing context. The callbackNumber value identifies the record to update:

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "action": "update",
  "payload": {
    "callbackDetails": {
      "appointment": "68cc0a5a9314521060320dd548373cbd",
      "description": "Customer reported issue with order #12345",
      "short_description": "Order issue",
      "reason_type": "product_issue",
      "expire_time": "2025-09-01 17:00",
      "messaging_channel": "web_channel_sys_id",
      "channel_to_callback": "genesys_channel_sys_id",
      "scheduled_start_time": "2025-09-01 1:00",
      "end_time": "2025-09-01 17:00",
      "user_document": "abel.tuter",
      "user_table": "sys_user"
    },
    "callbackContext": {
      "queue": "5 value changed via api",
      "ivr_path": "5 some-ivr-path changed via api"
    },
    "inboundId": "AmazonConnect",
    "phoneNumber": "+14089178877",
    "callbackId": "a16ead53fff0621088c6ffffffffffce"
  }
}

Update (no routing context)

The following example demonstrates how to update a callback record without routing context:

注:

Update actions without routing context follow the request structure documented in Omnichannel Callback - PATCH /api/sn_omni_callback/callback/update.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "action": "update",
  "payload": {
    "callbackDetails": {
      "appointment": "68cc0a5a9314521060320dd548373cbd",
      "description": "Customer reported issue with order #12345",
      "short_description": "Order issue",
      "reason_type": "product_issue",
      "expire_time": "2025-09-01 17:00",
      "messaging_channel": "web_channel_sys_id",
      "channel_to_callback": "genesys_channel_sys_id",
      "scheduled_start_time": "2025-09-01 1:00",
      "end_time": "2025-09-01 17:00",
      "user_document": "abel.tuter",
      "user_table": "sys_user"
    },
    "callbackContext": {
      "queue": "5 value changed via api",
      "ivr_path": "5 some-ivr-path changed via api"
    },
    "inboundId": "AmazonConnect",
    "phoneNumber": "+14089178877",
    "callbackId": "a16ead53fff0621088c6ffffffffffce"
  }
}

Cancel action

This example action cancels a given callback record with routing context and updates the reason field in the Callback [sys_cs_callback] table.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
    "action": "cancel",
    "routingContext": {
        "sourceTable": "sn_csm_ec_engmnt_center_module",
        "sourceId": "a1b2c3d4e5f6a7b8",
        "userId": "beth.anglin"
    },
     "payload": {
        "callbackId": "CAL0001234"
    }
}

Cancel (no routing context)

The following example demonstrates how to cancel a callback record without routing context:

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "action": "cancel",
  "payload": {
    "callbackId": "cb-98765"
  }
}

Close action (routing enabled)

This example closes a callback record with routing context and updates the reason field in the Callback [sys_cs_callback] table:

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
    "action": "close",
    "routingContext": {
        "sourceTable": "sn_csm_ec_engmnt_center_module",
        "sourceId": "a1b2c3d4e5f6a7b8",
        "userId": "beth.anglin"
    },
    "payload": {
        "callbackId": "CAL0001234"
    }
}

Close (no routing context)

The following example demonstrates how to close a callback record without routing context:

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "action": "close",
  "payload": {
    "callbackId": "cb-98765"
  }
}

Omnichannel Callback - POST /api/sn_omni_callback/callback/attempt

Initiates an interaction for an existing callback, including retry attempts.

URL format

Default URL: /api/sn_omni_callback/callback/attempt

Supported request parameters

表 : 7. Path 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

表 : 8. Query parameters
Name	Description
None

表 : 9. Request body parameters (XML or JSON)
Name	Description
callbackId	Required. Sys_id or external_id of the callback. Table: Callback [sys_cs_callback] Data type: String
interactionDetails	Optional. Details about the interaction. Meant for 'asap' (immediate) callback types so that interaction details are routed directly to the agent without waiting. All interaction details are passed in the payload of the Voice Interaction Resource - POST /cs/voice-interactions. Data type: Object `"interactionDetails": { "callerPhoneNumber": "String", "clientSessionId": "String", "userId": "String" }`
interactionDetails.callerPhoneNumber	Caller's callback phone number. This is the number the agent uses to reach the caller in case the call drops. Data type: String Format: E.164 standard compliant Default: None
interactionDetails.clientSessionId	Unique identifier of a record in an external system used to track this phone call. This information links the records between the two systems. Data type: String Format: Typically a UUID or unique session token generated by the external system Default: None
interactionDetails.userId	Sys_id of the user to call back. Table: User [sys_user] Data type: String

Headers

表 : 10. Request headers
Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

表 : 11. Response headers
Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

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.

表 : 12. Status codes
Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
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
errors	Message containing details about the failures of the callback creation, like missing required request IDs. Data type: Array of strings `"errors": ["String", "String"]`
messages	Message containing details about the success of the callback creation. Data type: Array of strings `"messages": ["String", "String"]`
result	Result of the request. Data type: Object `"result": { "status": "String", "response": {Object}, "errors": [Array], "messages": [Array] }`
result.response	Object containing callback and interaction IDs of the callback request. Data type: Object `"response": { "callback_created": Boolean "callback_id": "String", "interaction_id": "String" }`
result.response.interaction_id	Sys_id of the newly created interaction. Table: Interaction [interaction] Data type: String
result.status	Success or failure status of the request. Valid values: success failure Data type: String

cURL request

The following example demonstrates a POST attempt request with details about the initial interaction and subsequent retry interactions.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/callback/attempt' \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "callbackId": "<ID#>",
  "interactionDetails": {
    "clientSessionId": "<ID#>",
    "userId": "<ID#>",
    "callerPhoneNumber": "+112345678901"
  }
}

Response body when a valid callback_Id is provided and a new interaction was successfully created for the callback.

{
  "result": {
    "status": "success",
    "response": {
      "interaction_id": "<Interaction ID#>"
    }
  }
}

Response body when an invalid callback_Id was provided in the request.

{
  "result": {
    "status": "failure",
    "response": {
      "interactionId": null
    },
    "errors": [
      "Callback not found for callback ID: <ID#>"
    ]
  }
}

Response body when the interaction already exists for the given callback (message returns details about the existing interaction):

{
  "result": {
    "status": "success",
    "response": {
      "interaction_id": "<Interaction ID#>"
    },
    "messages": [
      "Active Interaction <Interaction ID#> already exists for callback <ID#>"
    ]
  }
}

Omnichannel Callback - POST /api/sn_omni_callback/callback/create

Initiates a new immediate or scheduled callback request based on details you provide in the request body. For immediate callbacks, this API creates both the callback and interaction. For scheduled callbacks, creates the callback with an appointment ID.

URL format

Versioned URL: /api/sn_omni_callback/v1/callback/create

Default URL: /api/sn_omni_callback/callback/create

Supported request parameters

表 : 13. Path 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

表 : 14. Query parameters
Name	Description
None

表 : 15. Request body parameters (XML or JSON)
Name	Description
callbackContext	Object containing the context details about the callback request. Table: Callback Context [sys_cs_callback_context] Data type: Object `"callbackContext": { "customer_timezone": "String", "ivr_path": "String", "source_channel": "String", "queue": "String", "voicemail_duration": "String", "voicemail_recorded_at": "String", "voicemail_transcript": "String", "voicemail_url": "String" }`
callbackContext.customer_timezone	Time zone of customer who requested the callback. Time zones can be provided in the following formats. `Country/City`. For example, `America/Los_Angeles`. `Country/Time zone`. For example, `US/Pacific`. `Time zone abbreviation`. For example, `PST`. For a complete list of valid timezones, see the Time zone field in the User [sys_user] table. For more information about time zones, see Time zones. Data type: String
callbackContext.ivr_path	The IVR (Interactive Voice Response) path that a customer follows before being transferred to a human agent. Typically contains a list of queues or menu options the customer navigated through in the IVR system. This string is passed by Contact Center as a Service (CCaaS). For example, `"ivr_path": "Technical Support > Account Management"` Data type: String
callbackContext.queue	Number assignments in the queue. Data type: String
callbackContext.source_channel	Source of the callback. For example, IVR, Web, or VA. Data type: String
callbackContext.voicemail_duration	Length of the voicemail in hours, minutes, or seconds. Field: Voicemail Duration Data type: Number
callbackContext.voicemail_recorded_at	Time stamp in which the voicemail was recorded. Field: Voicemail Recorded At Data type: String
callbackContext.voicemail_transcript	Transcribed text of the voicemail. Field: Voicemail Transcript Data type: String
callbackContext.voicemail_url	Relative link to the callback record containing the voicemail. Field: Voicemail URL Data type: String
callbackDetails	Object containing the details about the callback request. Table: Callback [sys_cs_callback] Data type: Object `"callbackDetails": { "appointment": "String", "channel_to_callback": "String", "description": "String", "end_time": "String", "expire_time": "String", "messaging_channel": "String", "reason_type": "String" "scheduled_start_time": "String", "short_description": "String", "user_document": "String", "user_table": "String" }`
callbackDetails.appointment	Sys_id of the appointment. Only applicable to a `Scheduled` callback type. Table: Appointment Booking [sn_apptmnt_booking_appointment_booking] Data type: String
callbackDetails.channel_to_callback	Target messaging channel to route the callback through. Table: Messaging Channel [sys_cs_channel], Field: sys_id Data type: String
callbackDetails.description	Full description describing the reason for the callback, if needed. Data type: String
callbackDetails.end_time	Date and time value to stop the callback attempt. Only applicable to a `Scheduled` callback type. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
callbackDetails.expire_time	Date and time to close the callback request. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
callbackDetails.messaging_channel	Source of the callback. Identifies the client interface that initiated the callback request, such as a web client, mobile app, or embedded messenger. Table: Messaging Channel [sys_cs_channel], Field: sys_id Data type: String
callbackDetails.reason_type	Reason for the callback request. Helps with routing, analytics, and reporting by tagging the callback with a standardized reason. Valid values: `Other issue` Custom values defined by your implementation. For example, `“Billing Inquiry”`, `“Technical Support”` Table: Callback [sys_cs_callback], Field: reason_type Data type: String
callbackDetails.scheduled_start_time	Date and time value to initiate the callback. Only applicable to a `Scheduled` callback type. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
callbackDetails.short_description	Provides a detailed explanation of the callback request. Can include specific customer concerns, context, or notes from the agent. Data type: String
callbackDetails.user_document	Sys_id of the user who requested the callback. Used with callbackDetails.user_table to identify the user requesting the callback. Table: User [sys_user], Field: sys_id Data type: String
callbackDetails.user_table	Table where the user record resides. Used with callbackDetails.user_document to identify the user requesting the callback. Value is always `sys_user`. Data type: String
externalCallbackId	External identifier for the callback that was created in a third party vendor. Data type: String
inboundId	Sys_id of the inbound call associated with the callback. Provides traceability linking the callback request to a specific inbound call record that may originate from a third party provider or CCaaS platform. Table: Callback [sys_cs_callback], Field: provider_application_id Data type: String
interactionDetails	Optional. Details about the interaction. Meant for 'asap' (immediate) callback types so that interaction details are routed directly to the agent without waiting. All interaction details are passed in the payload of the Voice Interaction Resource - POST /cs/voice-interactions. Data type: Object `"interactionDetails": { "callerPhoneNumber": "String", "clientSessionId": "String", "userId": "String" }`
interactionDetails.callerPhoneNumber	Caller's callback phone number. This is the number the agent uses to reach the caller in case the call drops. Data type: String Format: E.164 standard compliant Default: None
interactionDetails.clientSessionId	Unique identifier of a record in an external system used to track this phone call. This information links the records between the two systems. Data type: String Format: Typically a UUID or unique session token generated by the external system Default: None
interactionDetails.userId	Sys_id of the user to call back. Table: User [sys_user] Data type: String
isExternal	Flag that indicates whether the callback is external and was requested in different third-party vendor. Valid values: true: Callback is external. false: Callback is not external. Default: false
type	Required. Type of callback. Valid values: `asap`: The callback interaction is created instantly. `scheduled`: The callback interaction is created and scheduled for a later time selected by the customer. Data type: String

Headers

表 : 16. Request headers
Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

表 : 17. Response headers
Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

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.

表 : 18. Status codes
Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
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	Result of the request. Data type: Object `"result": { "status": "String", "response": {Object}, "errors": [Array], "messages": [Array] }`
result.errors	Message containing details about the failures of the callback creation, like missing required request IDs. Data type: Array of strings `"errors": ["String", "String"]`
result.messages	Message containing details about the success of the callback creation. Data type: Array of strings `"messages": ["String", "String"]`
result.response	Object containing callback and interaction IDs of the callback request. Data type: Object `"response": { "callback_created": Boolean "callback_id": "String", "interaction_id": "String" }`
result.response.callback_created	Flag indicating whether the new callback request was created or not. Possible values: true: Callback was created successfully. false: Callback was not created. For example, the callback already exists with the given callback_id. Data type: Boolean
result.response.callback_id	Sys_id of the new callback, if applicable. Table: Callback [sys_cs_callback] Data type: String
result.response.interaction_id	Sys_id of the newly created interaction. Table: Interaction [interaction] Data type: String
result.status	Success or failure status of the request. Valid values: success failure Data type: String

cURL request

The following example creates a simple callback request according to details the agent provides in the request body.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/callback/create' \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "type": "asap",
  "callbackDetails": {
    "appointment": "68cc0a5a9314521060320dd548373cbd",
    "description": "Customer reported issue with order #12345",
    "short_description": "Order issue",
    "reason_type": "product_issue",
    "expire_time": "2025-09-01 17:00",
    "messaging_channel": "web_channel_sys_id",
    "channel_to_callback": "genesys_channel_sys_id",
    "scheduled_start_time": "2025-09-01 1:00",
    "end_time": "2025-09-01 17:00",
    "user_document": "abel.tuter",
    "user_table": "sys_user"
},
  },
  "callbackContext": {
    "queue": "sample queue",
    "ivr_path": "sample ivr path"
  },
  "inboundId": "ServiceNowVoice",
  "isExternal": true,
  "phoneNumber": "+123454768",
  "externalCallbackId": "new-external-id",
  "interactionDetails": {
    "clientSessionId": "f8453abb-a33d-45b7-bf01-52b7a821e99z",
    "userId": "32423424",
    "callerPhoneNumber": "+14089178877"
  }
}

The response body returns a success response with callback and interaction IDs for the newly created callback request.

{
  "status": "success",
  "response": {
    "callback_id": "a16ead53fff0621088c6ffffffffffce",
    "interaction_id": "696e6d57fff0621088c6ffffffffff7d"
  }
}

Response body when interaction details were not provided:

{
  "status": "success",
  "response": {
    "callback_created": true,
    "callback_id": "7df2059ffffc221088c6ffffffffff0c"
  }
}

Response body when the callback ID already exists but new interaction details were provided:

{
  "result": {
    "status": "success",
    "response": {
      "interaction_id": "84054fff53786210011eddeeff7b12d6",
      "callback_id": "8b43c3fb53786210011eddeeff7b12a6",
      “callback_created”: false
    },
    "messages": [
      "Successfully updated the callback 8b43c3fb53786210011eddeeff7b12a6",
      "Successfully created the interaction 84054fff53786210011eddeeff7b12d6"
    ]
  }
}

Response body when the callback ID already exists but new interaction details were not provided:

{
  "result": {
    "status": "success",
    "response": {
      "callback_id": "8b43c3fb53786210011eddeeff7b12a6"
    },
    "messages": [
      "Successfully updated the callback 8b43c3fb53786210011eddeeff7b12a6"
    ]
  }
}

Response body when mandatory fields are missing in the request:

{
  "result": {
    "status": "failure",
    "response": {
      "callbackId": null
    },
    "errors": [
      "Parameter 'type' is required in request"
    ]
  }
}

Omnichannel Callback - POST api/sn_omni_callback/callback/get

Fetches callback information based on query parameters.

URL format

Versioned URL: /api/sn_omni_callback/v1/callback/get

Default URL: /api/sn_omni_callback/callback/get

Supported request parameters

表 : 19. Path 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

表 : 20. Query parameters
Name	Description

表 : 21. Request body parameters (XML or JSON)
Name	Description
queryParameters	Object containing the key-value pair of the query parameters to filter results on. Data type: Object `"queryParameters": { "number": "String", "state": "String", "opened_by": "String", "sys_id", "String", "callback_type": "String", "external_callback_id": "String", "callback_number": "String" }`
queryParameters.number	The callback reference number to look up. For example, `"CAL0010012"`. Table: Callback [sys_cs_callback] Data type: String
queryParameters.state	Number representing the current state of the callback. Possible values: `1`: Open `2`: Work in Progress `3`: Closed Complete `4`: Closed Abandoned `7`: Cancelled Data type: Number
queryParameters.opened_by	User ID of the user requesting the callback. Table: User [sys_user] Data type: String
queryParameters.sys_id	Sys_id of the callback record. Table: Callback [sys_cs_callback] Data type: String
queryParameters.callback_type	Type of callback. Valid values: `asap`: The callback interaction is created instantly. `scheduled`: The callback interaction is created and scheduled for a later time selected by the customer. Data type: String
queryParameters.external_callback_id	External identifier for the callback created in a third party system. Data type: String
queryParameters.callback_number	Phone number of the caller to call back. Data type: String
responseParameters	Optional. Specifies which fields to return in the response. If omitted, the endpoint returns default fields. Data type: Object `"responseParameters": { "callback": [Array], "context": [Array] }`
responseParameters.callback	Optional. Returns fields from the callback record (for example, `number`, `phone_number`). Table: Callback [sys_cs_callback] Data type: Object `"callback": [String, String]` Valid values: `number`: Unique reference number for that callback (for example, `"CAL0010012"`). `phone_number`: Phone number of the caller.
responseParameters.context	Optional. Returns contextual information of the callback, such as queue, assignment, or related metadata in the form of key:value pairs. Table: Callback Context [sys_cs_callback_context] Data type: Array of Strings `"callbackContext": { "customer_timezone": "String", "ivr_path": "String", "source_channel": "String", "queue": "String", "voicemail_duration": "String", "voicemail_recorded_at": "String", "voicemail_transcript": "String", "voicemail_url": "String" }`
responseParameters.context.customer_timezone	Time zone of user requesting the callback. String
responseParameters.context.ivr_path	The IVR (Interactive Voice Response) path that a customer follows before being transferred to a human agent. Typically contains a list of queues or menu options the customer navigated through in the IVR system. This string is passed by Contact Center as a Service (CCaaS). For example, `"ivr_path": "Technical Support > Account Management"` Data type: String
responseParameters.context.source_channel	Source of the callback. For example, IVR, Web, or VA. String
responseParameters.context.queue	Name or ID of the queue where the callback is assigned. String
responseParameters.context.voicemail_duration	Length of the voicemail in hours, minutes, or seconds. Table: Callback Context [sys_cs_callback_context], Field: Voicemail Duration String
responseParameters.context.voicemail_recorded_at	Time stamp in which the voicemail was recorded. Table: Callback Context [sys_cs_callback_context], Field: Voicemail Recorded At Data type: String
responseParameters.context.voicemail_transcript	Transcribed text of the voicemail. Table: Callback Context [sys_cs_callback_context], Field: Voicemail Transcript Data type: String
responseParameters.context.voicemail_url	Relative link to the callback record containing the voicemail. Table: Callback Context [sys_cs_callback_context], Field: Voicemail URL Data type: String

Headers

表 : 22. Request headers
Header	Description
None

表 : 23. Response headers
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.

表 : 24. Status codes
Status code	Description
200	Successful. The request was successfully processed.

Response body parameters (JSON or XML)


Name	Description
result	Object containing the callback record or callback information that matched the specified search criteria. Date type: Object `"result": { "response": {Object}, "status": "String" }`
result.response	Callback information. Data type: Object `"response": { "callbacks": [Array], "count": "Number" }`
result.response.callbacks	Object containing details about the callback record in the form of key:value pairs. 注: Displays all default fields if responseParameters wasn't specified in the request. Data type: Array of Strings `"callbacks": [ { "number": "String", "state": "String", "first_name": "Virtual", "last_name": "Agent", "user_table": "sys_user", "opened_by": "Virtual Agent", "assigned_to": "" } ]`
result.response.callbacks.assigned_to	ID of the agent assigned to the request. Data type: String
result.response.callbacks.context	Contextual information of the callback record. Varies based on the request input. Table: Callback Context [sys_cs_callback_context] Data type: Array of Strings `"callbackContext": { "customer_timezone": "String", "ivr_path": "String", "source_channel": "String", "queue": "String", "voicemail_duration": "String", "voicemail_recorded_at": "String", "voicemail_transcript": "String", "voicemail_url": "String" }`
result.response.callbacks.context.customer_timezone	Time zone of user requesting the callback. String
result.response.callbacks.context.ivr_path	The IVR (Interactive Voice Response) path that a customer follows before being transferred to a human agent. Typically contains a list of queues or menu options the customer navigated through in the IVR system. This string is passed by Contact Center as a Service (CCaaS). For example, `"ivr_path": "Technical Support > Account Management"` Data type: String
result.response.callbacks.context.source_channel	Source of the callback. For example, IVR, Web, or VA. String
result.response.callbacks.context.queue	Name or ID of the queue where the callback is assigned. String
result.response.callbacks.context.voicemail_duration	Length of the voicemail in hours, minutes, or seconds. String
result.response.callbacks.context.voicemail_recorded_at	Time stamp in which the voicemail was recorded. Data type: String
result.response.callbacks.context.voicemail_transcript	Transcribed text of the voicemail. Data type: String
result.response.callbacks.context.voicemail_url	Relative link to the callback record containing the voicemail. Data type: String
result.response.callbacks.created_on	Time stamp when callback was created. Data type: String
result.response.callbacks.first_name	First name of the user who initiated or is associated with the callback. Data type: String
result.response.callbacks.last_name	Last name of the associated user. Completes the user’s full name for logging, routing, and display. Data type: String
result.response.callbacks.number	Unique callback reference number. For example, `"CAL0010012"`. Data type: String
result.response.callbacks.opened_by	User ID of the user requesting the callback. Table: User [sys_user] Data type: String
result.response.callbacks.phone_number	Phone number of the caller. Data type: String
result.response.callbacks.status	Current status of the callback. Possible values: `1`: Open `2`: Work in Progress `3`: Closed Complete `4`: Closed Abandoned `7`: Cancelled Data type: String
result.response.callbacks.user_table	Table to reference when looking up callback user details. For example, sys_user. Data type: String
result.response.count	Number of matching records according to search criteria. Data type: Number
result.status	Success or error status of the request. Possible values: error: Internal or unexpected failure, such as a database connection failure, server exception, or uncaught runtime error. failed: Operation couldn't be completed. For example: no record found, validation failed, or unsupported parameter. not_found: Queried entity doesn’t exist. unauthorized: Caller lacks permissions, credentials, or access. invalid_request: For malformed parameters, wrong types, missing required fields. timeout: Upstream system or database didn’t return in time. partial_success: Some records processed successfully or some failed. Data type: String

cURL request

The following POST example queries callback records specifically opened by a Virtual Agent ("opened_by": "virtual.agent") and is in a closed state (4), and directs the API to return only the callback record's reference number and phone number ("callback": ["number", "callback_number"]) within a queue context ("context": ["queue"]).

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/callback/get' \
  -H "Content-Type: application/json" \
  -H "Accept: application/json" \
  -u 'username':'password' \ 
  -d {
  "queryParameters": {
    "opened_by": "virtual.agent",
    "state": 4,
  },
  "responseParameters": {
    "callback": ["number", "callback_number"],
    "context": ["queue"]
  }
}

Response body.

{
  "result": {
    "status": "success",
    "response": {
      "callbacks": [
        {
          "number": "CAL0010036",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010037",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010001",
          "callback_number": "+918008509174",
          "context": {
            "queue": "queue"
          }
        },
        {
          "number": "CAL0010033",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010003",
          "callback_number": "+918008509174",
          "context": {
            "queue": "Soumya queue"
          }
        },
        {
          "number": "CAL0010035",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010038",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010034",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        }
      ],
      "count": 8
    }
  }
}

The following example retrieves callback information based on a matching external ID, new-external-2325. Because the call doesn't provide responseParameters in the request, the response returns the full default record.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/callback/get' \
  -H "Content-Type: application/json" \
  -H "Accept: application/json" \
  -u 'username':'password' \ 
  -d {
  "queryParameters": {
    "external_callback_id": "new-external-2325"
  }
}

Response body:

{
  "result": {
    "status": "success",
    "response": {
      "callbacks": [
        {
          "number": "CAL0010038",
          "state": "Closed Abandoned",
          "first_name": "Virtual",
          "last_name": "Agent",
          "user_table": "sys_user",
          "opened_by": "Virtual Agent",
          "assigned_to": ""
        }

Omnichannel Callback - PATCH /api/sn_omni_callback/callback/update

Updates an existing callback according to details provided in the request.

Only provide request parameters in the request body that you want to update.

URL format

Default URL: /api/sn_omni_callback/callback/update

Supported request parameters

表 : 25. Path 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

表 : 26. Query parameters
Name	Description
None

表 : 27. Request body parameters (XML or JSON)
Name	Description
callbackContext	Object containing the context details about the callback request. Table: Callback Context [sys_cs_callback_context] Data type: Object `"callbackContext": { "customer_timezone": "String", "ivr_path": "String", "source_channel": "String", "queue": "String", "voicemail_duration": "String", "voicemail_recorded_at": "String", "voicemail_transcript": "String", "voicemail_url": "String" }`
callbackContext.customer_timezone	Time zone of customer who requested the callback. Time zones can be provided in the following formats. `Country/City`. For example, `America/Los_Angeles`. `Country/Time zone`. For example, `US/Pacific`. `Time zone abbreviation`. For example, `PST`. For a complete list of valid timezones, see the Time zone field in the User [sys_user] table. For more information about time zones, see Time zones. Data type: String
callbackContext.ivr_path	The IVR (Interactive Voice Response) path that a customer follows before being transferred to a human agent. Typically contains a list of queues or menu options the customer navigated through in the IVR system. This string is passed by Contact Center as a Service (CCaaS). For example, `"ivr_path": "Technical Support > Account Management"` Data type: String
callbackContext.queue	Number assignments in the queue. Data type: String
callbackContext.source_channel	Source of the callback. For example, IVR, Web, or VA. Data type: String
callbackContext.voicemail_duration	Length of the voicemail in hours, minutes, or seconds. Field: Voicemail Duration Data type: Number
callbackContext.voicemail_recorded_at	Time stamp in which the voicemail was recorded. Field: Voicemail Recorded At Data type: String
callbackContext.voicemail_transcript	Transcribed text of the voicemail. Field: Voicemail Transcript Data type: String
callbackContext.voicemail_url	Relative link to the callback record containing the voicemail. Field: Voicemail URL Data type: String
callbackDetails	Object containing the details about the callback request. Table: Callback [sys_cs_callback] Data type: Object `"callbackDetails": { "appointment": "String", "channel_to_callback": "String", "description": "String", "end_time": "String", "expire_time": "String", "messaging_channel": "String", "reason_type": "String" "scheduled_start_time": "String", "short_description": "String", "user_document": "String", "user_table": "String" }`
callbackDetails.appointment	Sys_id of the appointment. Only applicable to a `Scheduled` callback type. Table: Appointment Booking [sn_apptmnt_booking_appointment_booking] Data type: String
callbackDetails.channel_to_callback	Target messaging channel to route the callback through. Table: Messaging Channel [sys_cs_channel], Field: sys_id Data type: String
callbackDetails.description	Full description describing the reason for the callback, if needed. Data type: String
callbackDetails.end_time	Date and time value to stop the callback attempt. Only applicable to a `Scheduled` callback type. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
callbackDetails.expire_time	Date and time to close the callback request. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
callbackDetails.messaging_channel	Source of the callback. Identifies the client interface that initiated the callback request, such as a web client, mobile app, or embedded messenger. Table: Messaging Channel [sys_cs_channel], Field: sys_id Data type: String
callbackDetails.reason_type	Reason for the callback request. Helps with routing, analytics, and reporting by tagging the callback with a standardized reason. Valid values: `Other issue` Custom values defined by your implementation. For example, `“Billing Inquiry”`, `“Technical Support”` Table: Callback [sys_cs_callback], Field: reason_type Data type: String
callbackDetails.scheduled_start_time	Date and time value to initiate the callback. Only applicable to a `Scheduled` callback type. Format: glide_date_time value, such as `yyyy-MM-dd HH:mm:ss` Data type: String
callbackDetails.short_description	Provides a detailed explanation of the callback request. Can include specific customer concerns, context, or notes from the agent. Data type: String
callbackDetails.user_document	Sys_id of the user who requested the callback. Used with callbackDetails.user_table to identify the user requesting the callback. Table: User [sys_user], Field: sys_id Data type: String
callbackDetails.user_table	Table where the user record resides. Used with callbackDetails.user_document to identify the user requesting the callback. Value is always `sys_user`. Data type: String
callbackId	Required. Sys_id or external_id of the callback. Table: Callback [sys_cs_callback] Data type: String
inboundId	Sys_id of the inbound call associated with the callback. Provides traceability linking the callback request to a specific inbound call record that may originate from a third party provider or CCaaS platform. Table: Callback [sys_cs_callback], Field: provider_application_id Data type: String
phoneNumber	Phone number of the caller. Data type: String of numbers Format: E.164 standard compliant

Headers

表 : 28. Request headers
Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

表 : 29. Response headers
Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

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.

表 : 30. Status codes
Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
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
errors	Message containing details about the failures of the callback creation, like missing required request IDs. Data type: Array of strings `"errors": ["String", "String"]`
messages	Message containing details about the success of the callback creation. Data type: Array of strings `"messages": ["String", "String"]`
result	Result of the request. Data type: Object `"result": { "status": "String", "response": {Object}, "errors": [Array], "messages": [Array] }`
result.response	Object containing callback and interaction IDs of the callback request. Data type: Object `"response": { "callback_created": Boolean "callback_id": "String", "interaction_id": "String" }`
result.response.callback_created	Flag indicating whether the new callback request was created or not. Possible values: true: Callback was created successfully. false: Callback was not created. For example, the callback already exists with the given callback_id. Data type: Boolean
result.response.callback_id	Sys_id of the new callback, if applicable. Table: Callback [sys_cs_callback] Data type: String
result.response.interaction_id	Sys_id of the newly created interaction. Table: Interaction [interaction] Data type: String
result.status	Success or failure status of the request. Valid values: success failure Data type: String

cURL request

The following example updates some callback details in the associated callback request.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/callback/update' \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "callbackDetails": {
    "appointment": "68cc0a5a9314521060320dd548373cbd",
    "description": "Customer reported issue with order #12345",
    "short_description": "Order issue",
    "reason_type": "product_issue",
    "expire_time": "2025-09-01 17:00",
    "messaging_channel": "web_channel_sys_id",
    "channel_to_callback": "genesys_channel_sys_id",
    "scheduled_start_time": "2025-09-01 1:00",
    "end_time": "2025-09-01 17:00",
    "user_document": "abel.tuter",
    "user_table": "sys_user"
},
  "callbackContext": {
    "queue": "5 value changed via api",
    "ivr_path": "5 some-ivr-path changed via api"
  },
  "inboundId": "AmazonConnect",
  "phoneNumber": "+14089178877",
  "callbackId": "a16ead53fff0621088c6ffffffffffce"
}

Response of a successful update to the valid, existing callback ID.

{
  "result": {
    "status": "success",
    "response": {
      "callback_id": "952f763b53786210011eddeeff7b1297"
    },
    "messages": [
      "Successfully updated the callback 952f763b53786210011eddeeff7b1297"
    ]
  }
}

Response when an invalid callback ID is provided in the request:


  "result": {
    "status": "failure",
    "response": {
      "callbackId": null
    },
    "errors": [
      "Callback not found for callback ID: 952f763b53786210011eddeef7b1297"
    ]
  }
}

Response when a callback ID is missing in the request:


  "result": {
    "status": "failure",
    "response": {
      "callbackId": null
    },
    "errors": [
      "Parameter 'callbackId' is required in request"
    ]
  }
}

Omnichannel Callback - PATCH /api/sn_omni_callback/callback/close/{callback_number}

Cancels a given callback request.

URL format

Versioned URL: /api/{api_version}/sn_omni_callback/callback/close/{callback_number}

Default URL: /api/sn_omni_callback/callback/close/{callback_number}

Supported request parameters

表 : 31. Path 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
callback_number	Sys_id or external_id of the callback to cancel. Table: Callback [sys_cs_callback] Data type: String

表 : 32. Query parameters
Name	Description
None

表 : 33. Request body parameters (XML or JSON)
Name	Description
reason	Optional. Specifies to cancel the given callback. Value is always `Cancelled`. If reason isn't passed, the request is closed rather than cancelled. Data type: String

Headers

表 : 34. Request headers
Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

表 : 35. Response headers
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.

表 : 36. Status codes
Status code	Description
200	Successful. The request was successfully processed.

Response body parameters


Name	Description
reason	Reason for updating the callback request. Value is always `Cancelled` or `Closed`. Table: Callback [sys_cs_callback], Field: Reason Data type: String `{ "reason": "Cancelled" }`

cURL request

The following request cancels the callback request with callback ID CAL0001234.

curl -X POST "https://instance.servicenow.com/api/sn_omni_callback/callback/close/CAL0001234" \
  -H "Accept: application/json" \
  -H "Content-Type: application/json" \
  -u "username:password" \
  -d '{
    "reason": "Cancelled"
  }'

The response body confirms the cancellation.

{
"reason":"Cancelled"
}