---
sourceDocument: Brazil Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/proactive-service-exp-workflows

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Explore

# Exploring API
Notification
Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Telecommunications API notification to inform third-party systems about the incidents or cases that are created in a reactive or proactive way in the ServiceNow instance. The customer will receive notifications regarding updates on the incident.

## Introduction to API notifications {#handling-trouble-ticket-notifications__section_t11_yfp_rzb}

Trouble ticket in the TMF ecosystem is an incident that tracks and resolves customer-reported issues, network outages, or other problems. A trouble ticket incident can be created in either the reactive or proactive way. In the
reactive approach, an incident is generated after conducting root cause analysis (RCA) on a case that is reported due to a system fault.
In
the proactive approach, an incident is generated after receiving alerts. This enables the performance of RCA or service impact analysis (SIA) to evaluate the impact on the services. With the trouble ticket
notification feature, you can send the details of the incident to the outbound systems.

## API notification framework {#handling-trouble-ticket-notifications__section_yvg_gjp_rzb}

The following diagram shows the components in the framework for the trouble ticket notification.
Figure 1. Trouble ticket notification data model  
The trouble ticket notification uses a generic framework to send the outbound notifications to the external system. This framework supports two use cases:

1. Publish messages to Hermes Kafka using the Hermes messaging service. The cloud customers who use the Hermes Kafka can use this architecture to receive the notification. To learn more, see [Producing outbound API notifications using Hermes](https://www.servicenow.com/docs/6eDWrUlMntsoVCceTKruXg "Produce an outbound notification from the ServiceNow instance using the Hermes capability. Customers can consume the details of the message from the Kafka environment in their external system.").

2. Publish messages to open message bus. This use case is message-bus agnostic and therefore supports publishing the notification to any open message bus. Both cloud and on-premise customers can use this use case. To learn more, see [Outbound trouble ticket notifications via open message bus](https://www.servicenow.com/docs/IU62bbfOCeDw1VyXWzQrRA "Produce an outbound notification from the ServiceNow instance using the open message bus. Customers can consume the details of the notification from the message bus in their external system.").
{#handling-trouble-ticket-notifications__ol_wzt_411_d1c}