Trouble Ticket Open API

The Trouble Ticket Open API provides endpoints to create, update, and retrieve data from the Case [sn_customerservice_case] and Incident [incident] tables.

Use this API to manage ticket information between external ticketing systems and the ServiceNow AI Platform.

This API is included in the Telecommunications Assurance Workflows application, which is available on the ServiceNow Store. The Customer Service (com.sn_customerservice) and Customer Service Install Base Management (com.snc.install_base) applications are required to use this API with the Case [sn_customerservice_case] table.

This API is provided within the sn_ind_tsm_sdwan namespace.

The calling user must have the ticket_integrator role.

This API can be extended to make customizations around required parameters, request body validation, additional REST operations, and field mappings. For more information, see the Trouble Ticket Open API Developer Guide.

The Trouble Ticket Open API is a ServiceNow® implementation of the TM Forum Trouble Ticket Management API REST specification. This implementation is based on the TMF621 Trouble Ticket Management API REST Specification Release 19, June 2019. The Trouble Ticket Open API is conformance certified by TM Forum.

Trouble Ticket - GET /sn_ind_tsm_sdwan/ticket/troubleTicket 

Retrieves a list of all trouble ticket records from the Case [sn_customerservice_case] and Incident [incident] tables.

URL format

Default URL: /api/sn_ind_tsm_sdwan/ticket/troubleTicket

Supported request parameters

Table 1. Path parameters

Name	Description
None

Table 2. Query parameters

Name	Description
fields	List of fields to return in the response. Invalid fields are ignored. Valid fields: channel creationDate description href id lastUpdate name note relatedEntity relatedParty severity status ticketType @type Default: Returns all fields. Data type: String
id	Filter trouble tickets by sys_id. Only tickets with the specified sys_id are returned in the response. Data type: String
limit	Maximum number of records to return. For requests that exceed this number of records, use the offset parameter to paginate record retrieval. Default: 25 Maximum: 100 You can change the default and maximum values by updating the sn_ind_tsm_sdwan.pagination.set_limit and sn_ind_tsm_sdwan.pagination.max_limit system properties. Data type: Number
offset	Starting index at 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. Default: 0 Data type: Number
severity	Filter trouble tickets by severity. Only tickets with the specified severity are returned in the response. Data type: String
status	Filter trouble tickets by status. Only tickets with the specified status are returned in the response. Data type: String
ticketType	Filter trouble tickets by ticket type. Only tickets of the specified type are returned in the response. Valid values: Case Incident Data type: String

Table 3. Request body parameters (JSON)

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.

Table 4. Request headers

Header	Description
None

Table 5. Response headers

Header	Description
Content-Range	Specifies the range of content returned in a paginated call. For example, if offset=2 and limit=3, the value of the Content-Range header is items 3-5.
Content-Type	Data format of the response body. Only supports application/json.
Link	Contains the following links to navigate through query results. first last next previous
X-Total-Count	For paginated queries, this header specifies the total number of records available on the server.

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.

Table 6. Status codes

Status code	Description
200	Request successfully processed. Full resource returned in response (no pagination).
206	Partial resource returned in response (with pagination).
400	Bad request. Possible reasons: Invalid path parameter Invalid URI
404	Record not found. No records matching the query parameters are found in the table.

Response body parameters (JSON)

Name	Description
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Maps to the Channel [contact_type] field for cases and the Contact type [contact_type] field for incidents. Data type: String
creationDate	The date that the case or incident record was created. Maps to the Created field. Data type: String
description	The description of the issue from the ticket. Maps to the Description field. Data type: String
href	Relative link to the case or incident record. Data type: String
id	The sys_id of the case or incident record. Data type: String
lastUpdate	The date the record was last updated. Maps to the Updated field. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Maps to the Short description field. Data type: String
note	A list of all comments on the ticket. This list does not include work notes. Data type: Array "note":[ { "author": "String", "date": "String", "text": "String", "@type": "String" } ]
note.@type	The type of note. Only comments are returned (not work notes) so this value is always comments. Data type: String
note.author	The name of the ServiceNow integration user who made the POST or PATCH request that created the comment. Data type: String
note.date	The date the comment was created in the ServiceNow instance. Data type: String
note.text	The comment text. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "href": "String", "name": "String", "role": "String", "@referredType": "String", "@type": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.href	Returns an empty string. Data type: String
relatedEntity.name	Name of the impacted item or service. Data type: String
relatedEntity.role	Description of the impacted item or service. Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedEntity.@type	This value is always relatedEntity. Data type: String
relatedParty	Details about contacts for the ticket. Data type: Array "relatedParty": [ { "id": "String", "name": "String", "@referredType": "String" } ]
relatedParty.id	Sys_id of the related party. The sys_id can be from the following tables depending on the ticket type and the related party type. Case: Account [customer_account] - Related party type is customer Contact [customer_contact] - Related party type is customer_contact Incident: Company [core_company] - Related party type is customer User [sys_user] - Related party type is customer_contact Case or incident: Group [sys_user_group] - Related party type is assignment_group User [sys_user] - Related party type is assigned_to Data type: String
relatedParty.name	Name of the related party. Data type: String
relatedParty.@referredType	The type of related party. Possible values: assigned_to: The user assigned to work on the ticket. assignment_group: The group assigned to work on the ticket. customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
severity	The severity of the issue described by the trouble ticket. Maps to the Priority field. Data type: String
status	The current status of the trouble ticket. Maps to the State field. Data type: String
ticketType	The type of ticket. Possible values: Case Incident Data type: String
@type	This value is always TroubleTicket. Data type: String

cURL request

This example returns specified fields for the first five trouble ticket case records.

curl "https://instance.servicenow.com/api/sn_ind_tsm_sdwan/ticket/troubleTicket?limit=5&fields=id%2Cname%2Cdescription%2Cstatus%2Cseverity%2CticketType&ticketType=case" \
--request GET \
--user 'username':'password'

Response body.

[
   {
      "id": "0004609eb9830110f877b3758cd21d37",
      "name": "Compliant Over 2796",
      "description": "checkNo2796",
      "status": "New",
      "severity": "3 - Moderate",
      "ticketType": "Case"
   },
   {
      "id": "000560d2b9c30110f877b3758cd21d36",
      "name": "Compliant Over 4696",
      "description": "checkNo4696",
      "status": "New",
      "severity": "3 - Moderate",
      "ticketType": "Case"
   },
   {
      "id": "0007ac5eb9c30110f877b3758cd21d34",
      "name": "Compliant Over 8817",
      "description": "checkNo8817",
      "status": "New",
      "severity": "3 - Moderate",
      "ticketType": "Case"
   },
   {
      "id": "0007ac5eb9c30110f877b3758cd21d39",
      "name": "Compliant Over 8819",
      "description": "checkNo8819",
      "status": "New",
      "severity": "3 - Moderate",
      "ticketType": "Case"
   },
   {
      "id": "0007ac5eb9c30110f877b3758cd21d3e",
      "name": "Compliant Over 8821",
      "description": "checkNo8821",
      "status": "New",
      "severity": "3 - Moderate",
      "ticketType": "Case"
   }
]

Trouble Ticket - GET /sn_ind_tsm_sdwan/ticket/troubleTicket/{id}

Retrieves a specified record from the Case [sn_customerservice_case] or Incident [incident] table.

URL format

Default URL: /api/sn_ind_tsm_sdwan/ticket/troubleTicket/{id}

Supported request parameters

Table 7. Path parameters

Name	Description
id	Sys_id of the case or incident record to retrieve. Located in the Case [sn_customerservice_case] or Incident [incident] table. Data type: String

Table 8. Query parameters

Name	Description
fields	List of fields to return in the response. Invalid fields are ignored. Valid values: channel creationDate description href id lastUpdate name note relatedEntity relatedParty severity status ticketType @type Default: Returns all fields. Data type: String

Table 9. Request body parameters (JSON)

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.

Table 10. Request headers

Header	Description
Accept	Data format of the response body. Only supports application/json.

Table 11. 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.

Table 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 for one or more of the following reasons. Invalid path parameter. Invalid URI.
404	Record not found. A record associated with the ID is not found in the Case [sn_customerservice_case] or Incident [incident] table.

Response body parameters (JSON)

Name	Description
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Maps to the Channel [contact_type] field for cases and the Contact type [contact_type] field for incidents. Data type: String
creationDate	The date that the case or incident record was created. Maps to the Created field. Data type: String
description	The description of the issue from the ticket. Maps to the Description field. Data type: String
href	Relative link to the case or incident record. Data type: String
id	The sys_id of the case or incident record. Data type: String
lastUpdate	The date the record was last updated. Maps to the Updated field. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Maps to the Short description field. Data type: String
note	A list of all comments on the ticket. This list does not include work notes. Data type: Array "note":[ { "author": "String", "date": "String", "text": "String", "@type": "String" } ]
note.@type	The type of note. Only comments are returned (not work notes) so this value is always comments. Data type: String
note.author	The name of the user who wrote the comment. Data type: String
note.date	The date the comment was created in the ServiceNow instance. Data type: String
note.text	The comment text. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "href": "String", "name": "String", "role": "String", "@referredType": "String", "@type": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.href	Returns an empty string. Data type: String
relatedEntity.name	Name of the impacted item or service. Data type: String
relatedEntity.role	Description of the impacted item or service. Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedEntity.@type	This value is always relatedEntity. Data type: String
relatedParty	Details about contacts for the ticket. Data type: Array "relatedParty": [ { "id": "String", "name": "String", "@referredType": "String" } ]
relatedParty.id	Sys_id of the related party. The sys_id can be from the following tables depending on the ticket type and the related party type. Case: Account [customer_account] - Related party type is customer Contact [customer_contact] - Related party type is customer_contact Incident: Company [core_company] - Related party type is customer User [sys_user] - Related party type is customer_contact Case or incident: Group [sys_user_group] - Related party type is assignment_group User [sys_user] - Related party type is assigned_to Data type: String
relatedParty.name	Name of the related party. Data type: String
relatedParty.@referredType	The type of related party. Possible values: assigned_to: The user assigned to work on the ticket. assignment_group: The group assigned to work on the ticket. customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
severity	The severity of the issue described by the trouble ticket. Maps to the Priority field. Data type: String
status	The current status of the trouble ticket. Maps to the State field. Data type: String
ticketType	The type of ticket. Possible values: Case Incident Data type: String
@type	This value is always TroubleTicket. Data type: String

cURL request

This example retrieves a trouble ticket record from the Case [sn_customerservice_case] table.

curl "https://instance.servicenow.com/api/sn_ind_tsm_sdwan/ticket/troubleTicket/6467508d47e345508761b955d36d43f6" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

Response body.

{
    "id": "370415f03c20e910f8772f1bc332b31b",
    "href": "/api/sn_ind_tsm_sdwan/ticket/troubleTicket/370415f03c20e910f8772f1bc332b31b",
    "creationDate": "2023-01-19 22:39:28",
    "lastUpdate": "2023-01-19 22:41:39",
    "description": "Router is not working, my devices cannot detect any signals from the router. First button from the left is flashing red, all others are black. Resetting the router does not solve the problem, I need urgent assistance.",
    "severity": "2 - High",
    "ticketType": "Case",
    "name": "My router is not working properly",
    "status": "Open",
    "channel": {
        "name": "e_bonding"
    },
    "relatedParty": [
        {
            "id": "ffc68911c35420105252716b7d40dd55",
            "name": "Funco Intl",
            "@referredType": "customer"
        },
        {
            "id": "eaf68911c35420105252716b7d40ddde",
            "name": "Sally Thomas",
            "@referredType": "customer_contact"
        },
        {
            "id": "",
            "name": "",
            "@referredType": "assignment_group"
        },
        {
            "id": "",
            "name": "",
            "@referredType": "assigned_to"
        }
    ],
    "relatedEntity": [
        {
            "id": "b7fa12c7532520103b6bddeeff7b123b",
            "href": "",
            "name": "Deduplication and Compression PRD00001965",
            "role": "This is the product associated with the case.",
            "@type": "relatedEntity",
            "@referredType": "product"
        },
        {
            "id": "71e73d87c3e23010ff00ed23a140dde8",
            "href": "",
            "name": "",
            "role": "This is the asset associated with the case.",
            "@type": "relatedEntity",
            "@referredType": "asset"
        },
        {
            "id": "a1913c3577b301108e191e599a5a99e8",
            "href": "",
            "name": "Deduplication and Compression PI0000037",
            "role": "This is the product inventory associated with the case.",
            "@type": "relatedEntity",
            "@referredType": "product_inventory"
        }
    ],
    "note": [
        {
            "text": "This is a testing comment<script>gs.info('Hello World')</script>",
            "date": "2023-01-19 14:41:39",
            "author": "System Administrator",
            "@type": "comments"
        },
        {
            "text": "This is a testing comment<script>gs.info('Hello World')</script>",
            "date": "2023-01-19 14:39:28",
            "author": "System Administrator",
            "@type": "comments"
        }
    ],
    "@type": "TroubleTicket"
}

Trouble Ticket - GET /sn_ind_tsm_sdwan/troubleticket/{ticketType}/{id}

Retrieves a specified record from the Case [sn_customerservice_case] or Incident [incident] table.

Important:

Starting with the Tokyo release, this endpoint is deprecated. The new version of this endpoint is Trouble Ticket - GET /sn_ind_tsm_sdwan/ticket/troubleTicket/{id}.

URL format

Default URL: /api/sn_ind_tsm_sdwan/troubleticket/{ticketType}/{id}

Supported request parameters

Table 13. Path parameters

Name	Description
ticketType	The type of ticket. This value determines whether a record is retrieved from the Case [sn_customerservice_case] or Incident [incident] table. Valid values: case incident Data type: String
id	Sys_id of the case or incident record to retrieve. Data type: String

Table 14. Query parameters

Name	Description
fields	Comma-separated list of fields to return in the response. Invalid fields are ignored. If this value is not passed in, all fields are returned. Valid fields: channel creationDate description id lastUpdate name note relatedEntity relatedParty severity status ticketType @type Data type: String

Table 15. Request body parameters (XML or JSON)

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.

Table 16. Request headers

Header	Description
Accept	Data format of the response body. Only supports application/json.

Table 17. 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.

Table 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 for one or more of the following reasons. Invalid path parameter. Invalid URI.
404	Record not found. A record associated with the ID is not found in the Case [sn_customerservice_case] or Incident [incident] table.

Response body parameters (JSON or XML)

Name	Description
@type	This value is always TroubleTicket. Data type: String
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Maps to the Channel [contact_type] field for cases and the Contact type [contact_type] field for incidents. Data type: String
creationDate	The date that the case or incident record was created. Maps to the Created field. Data type: String
description	The description of the issue from the ticket. Maps to the Description field. Data type: String
id	The sys_id of the case or incident record. Data type: String
lastUpdate	The date the record was last updated. Maps to the Updated field. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Maps to the Short description field. Data type: String
note	A list of all comments on the ticket. This list does not include work notes. Data type: Array "note":[ { "author": "String", "date": "String", "text": "String", "@type": "String" } ]
note.@type	The type of note. Only comments are returned (not work notes) so this value is always comments. Data type: String
note.author	The name of the ServiceNow integration user who made the POST or PATCH request that created the comment. Data type: String
note.date	The date the comment was created in the ServiceNow instance. Data type: String
note.text	The comment text. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "href": "String", "name": "String", "role": "String", "@referredType": "String", "@type": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.href	Returns an empty string. Data type: String
relatedEntity.name	Name of the impacted item or service. Data type: String
relatedEntity.role	Description of the impacted item or service. Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedEntity.@type	This value is always relatedEntity. Data type: String
relatedParty	Details about the companies and contacts associated with the ticket. Data type: Array "relatedParty": [ { "id": "String", "name": "String", "@referredType": "String" } ]
relatedParty.@referredType	The type of related party. Valid values: customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
relatedParty.id	Sys_id of the related party. For cases, the sys_id is from the Contact [customer_contact] or Account [customer_account] tables. For incidents, the sys_id is from the User [sys_user] or Company [core_company] tables. If you provide a contact or a user (caller), their account or company is automatically populated on the ticket. Data type: String
relatedParty.name	The name of the related party. For cases, maps to the Contact or Account field. For incidents, maps to the Caller or Company field. Data type: String
severity	The severity of the issue described by the trouble ticket. Maps to the Priority field. Data type: String
status	The current status of the trouble ticket. Maps to the State field. Data type: String
ticketType	The type of ticket (case or incident). Data type: String

cURL request

This example gets the name, description, severity, and status of a case.

curl "https://instance.servicenow.com/api/sn_ind_tsm_sdwan/troubleticket/case/a78e2c8cdb68b41015364c9b0b96193e?fields=name%2Cdescription%2Cseverity%2Cstatus" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

Response body.

{
  "name": "Short description of issue",
  "description": "Example description of an issue",
  "severity": "2 - High",
  "status": "Open"
}

Trouble Ticket - PATCH /sn_ind_tsm_sdwan/ticket/troubleTicket/{id}

Updates a specified record in the Case [sn_customerservice_case] or Incident [incident] table.

URL format

Default URL: /api/sn_ind_tsm_sdwan/ticket/troubleTicket/{id}

Supported request parameters

Table 19. Path parameters

Name	Description
id	Sys_id of the case or incident record to update. Located in the Case [sn_customerservice_case] or Incident [incident] table. Data type: String

Table 20. Query parameters

Name	Description
None

Table 21. Request body parameters (JSON)

Name	Description
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Maps to the Channel [contact_type] field for cases and the Contact type [contact_type] field for incidents. Valid values are the choices for the contact_type field. You can provide the choice label or value. For example, Virtual Agent or virtual_agent. Data type: String
description	A description of the issue. Maps to the Description field. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Maps to the Short description field. Data type: String
note	A list of work notes and comments to add to the ticket. Data type: Array "note":[ { "text": "String", "@type": "String" } ]
note.@type	The type of note. This value determines whether the note is recorded in the Work notes or Additional comments field. Valid values: work_notes comments Data type: String
note.text	The note text. Maps to the Work notes or Additional comments field. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "@referredType": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedParty	Details about contacts for the ticket. For cases, this parameter populates the Contact or Account field. For incidents, this parameter populates the Caller or Company field. Data type: Array "relatedParty": [ { "id": "String", "@referredType": "String" } ]
relatedParty.id	Sys_id of the related party. For cases, the sys_id is from the Contact [customer_contact] or Account [customer_account] tables. For incidents, the sys_id is from the User [sys_user] or Company [core_company] tables. If you provide a contact or a user (caller), their account or company is automatically populated on the ticket. Data type: String
relatedParty.@referredType	The type of related party. Valid values: customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
severity	The severity of the issue described by the trouble ticket. Maps to the Priority field. Valid values: 1: Critical. 2: High. 3: Moderate. 4: Low. 5: Planning. Incident only. Valid values are the choices for the Priority field. You must provide the choice value only. For example, 1. If an invalid value is provided, the severity is set to Low. Data type: String
status	The current status of the trouble ticket. Maps to the State field. Valid values are the choices for the State field. You can provide the choice label or value. For example, New or 1. 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.

Table 22. Request 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.

Table 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.

Table 24. Status codes

Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected for one or more of the following reasons. Invalid path parameter. Invalid URI.
404	Record not found. A record associated with the ID is not found in the Case [sn_customerservice_case] or Incident [incident] table.

Response body parameters (JSON)

Name	Description
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Data type: String
creationDate	The date the record was created. Data type: String
description	The description of the issue from the ticket. Data type: String
href	Relative link to the case or incident record. Data type: String
id	The sys_id of the case or incident record. Data type: String
lastUpdate	The date the record was last updated. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Data type: String
note	A list of all comments on the ticket. This list does not include work notes. Data type: Array "note":[ { "author": "String", "date": "String", "text": "String", "@type": "String" } ]
note.@type	The type of note. Only comments are returned (not work notes) so this value is always comments. Data type: String
note.author	The name of the user who wrote the comment. Data type: String
note.date	The date the comment was created in the ServiceNow instance. Data type: String
note.text	The comment text. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "href": "String", "name": "String", "role": "String", "@referredType": "String", "@type": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.href	Returns an empty string. Data type: String
relatedEntity.name	Name of the impacted item or service. Data type: String
relatedEntity.role	Description of the impacted item or service. Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedEntity.@type	This value is always relatedEntity. Data type: String
relatedParty	Details about contacts for the ticket. Data type: Array "relatedParty": [ { "id": "String", "name": "String", "@referredType": "String" } ]
relatedParty.id	Sys_id of the related party. The sys_id can be from the following tables depending on the ticket type and the related party type. Case: Account [customer_account] - Related party type is customer Contact [customer_contact] - Related party type is customer_contact Incident: Company [core_company] - Related party type is customer User [sys_user] - Related party type is customer_contact Case or incident: Group [sys_user_group] - Related party type is assignment_group User [sys_user] - Related party type is assigned_to Data type: String
relatedParty.name	Name of the related party. Data type: String
relatedParty.@referredType	The type of related party. Possible values: assigned_to: The user assigned to work on the ticket. assignment_group: The group assigned to work on the ticket. customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
severity	The severity of the issue described by the trouble ticket. Data type: String
status	The current status of the trouble ticket. Data type: String
ticketType	The type of ticket. Possible values: Case Incident Data type: String
@type	This value is always TroubleTicket. Data type: String

cURL request

This example updates a case record.

curl "https://instance.servicenow.com/api/sn_ind_tsm_sdwan/ticket/troubleTicket/6467508d47e345508761b955d36d43f6" \
--request PATCH \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
   description: "Updated description",
   "note": [
      {
         "text": "Adding another comment",
         "@type": "comments"
      }
   ]
}" \
--user 'username':'password'

Response body.

{
   "id": "6467508d47e345508761b955d36d43f6",
   "href": "/api/sn_ind_tsm_sdwan/ticket/troubleTicket/6467508d47e345508761b955d36d43f6",
   "creationDate": "2022-05-16 23:38:55",
   "lastUpdate": "2022-05-16 23:48:42",
   "description": "Updated description",
   "severity": "2 - High",
   "ticketType": "Case",
   "name": "Laptop problem",
   "status": "New",
   "channel": {
      "name": "web"
   },
   "relatedParty": [
      {
         "id": "",
         "name": "",
         "@referredType": "customer"
      },
      {
         "id": "62826bf03710200044e0bfc8bcbe5df1",
         "name": "",
         "@referredType": "customer_contact"
      },
      {
         "id": "",
         "name": "",
         "@referredType": "assignment_group"
      },
      {
         "id": "",
         "name": "",
         "@referredType": "assigned_to"
      }
   ],
   "relatedEntity": [
      {
         "id": "",
         "href": "",
         "name": "",
         "role": "This is the product associated with the case",
         "@type": "relatedEntity",
         "@referredType": "product"
      },
      {
         "id": "74a9ec0d3790200044e0bfc8bcbe5d7f",
         "href": "",
         "name": "P1000597 - Apple MacBook Pro 15\"",
         "role": "This is the asset associated with the case",
         "@type": "relatedEntity",
         "@referredType": "asset"
      }
      {
         "id": "a1913c3577b301108e191e599a5a99e8",
         "href": "",
         "name": "Deduplication and Compression PI0000037",
         "role": "This is the product inventory associated with the case.",
         "@type": "relatedEntity",
         "@referredType": "product_inventory"
      }
   ],
   "note": [
      {
         "text": "Adding another comment",
         "date": "2022-05-16 16:48:42",
         "author": "admin",
         "@type": "comments"
      },
      {
         "text": "Comment about this case",
         "date": "2022-05-16 16:38:55",
         "author": "admin",
         "@type": "comments"
      }
   ],
   "@type": "TroubleTicket"
}

Trouble Ticket - PATCH /sn_ind_tsm_sdwan/troubleticket/{ticketType}/{id}

Updates a record in the Case [sn_customerservice_case] or Incident [incident] table.

Important:

Starting with the Tokyo release, this endpoint is deprecated. The new version of this endpoint is Trouble Ticket - PATCH /sn_ind_tsm_sdwan/ticket/troubleTicket/{id}.

URL format

Default URL: /api/sn_ind_tsm_sdwan/troubleticket/{ticketType}/{id}

Supported request parameters

Table 25. Path parameters

Name	Description
ticketType	The type of ticket. This value determines whether a record is updated in the Case [sn_customerservice_case] or Incident [incident] table. Valid values: case incident Data type: String
id	The sys_id of the case or incident record to update. Data type: String

Table 26. Query parameters

Name	Description
None

Table 27. Request body parameters (XML or JSON)

Name	Description
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Maps to the Channel [contact_type] field for cases and the Contact type [contact_type] field for incidents. Valid values are the choices for the contact_type field. You can provide the choice label or value. For example, Virtual Agent or virtual_agent. Data type: String
description	A description of the issue. Maps to the Description field. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Maps to the Short description field. Data type: String
note	A list of work notes and comments to add to the ticket. Data type: Array "note":[ { "text": "String", "@type": "String" } ]
note.@type	The type of note. This value determines whether the note is recorded in the Work notes or Additional comments field. Valid values: work_notes comments Data type: String
note.text	The note text. Maps to the Work notes or Additional comments field. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "@referredType": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedParty	Details about contacts for the ticket. For cases, this parameter populates the Contact or Account field. For incidents, this parameter populates the Caller or Company field. Data type: Array "relatedParty": [ { "id": "String", "@referredType": "String" } ]
relatedParty.@referredType	The type of related party. Valid values: customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
relatedParty.id	Sys_id of the related party. For cases, the sys_id is from the Contact [customer_contact] or Account [customer_account] tables. For incidents, the sys_id is from the User [sys_user] or Company [core_company] tables. If you provide a contact or a user (caller), their account or company is automatically populated on the ticket. Data type: String
severity	The severity of the issue described by the trouble ticket. Maps to the Priority field. Valid values: 1: Critical. 2: High. 3: Moderate. 4: Low. 5: Planning. Incident only. Valid values are the choices for the Priority field. You must provide the choice value only. For example, 1. If an invalid value is provided, the severity is set to Low. Data type: String
status	The current status of the trouble ticket. Maps to the State field. Valid values are the choices for the State field. You can provide the choice label or value. For example, New or 1. 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.

Table 28. Request 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.

Table 29. 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.

Table 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 for one or more of the following reasons. Invalid path parameter. Invalid URI.
404	Record not found. A record associated with the ID is not found in the Case [sn_customerservice_case] or Incident [incident] table.

Response body parameters (JSON or XML)

Name	Description
@type	This value is always TroubleTicket. Data type: String
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Data type: String
creationDate	The date the record was created. Data type: String
description	The description of the issue from the ticket. Data type: String
id	The sys_id of the case or incident record. Data type: String
lastUpdate	The date the record was last updated. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Data type: String
note	A list of all comments on the ticket. This list does not include work notes. Data type: Array "note":[ { "author": "String", "date": "String", "text": "String", "@type": "String" } ]
note.@type	The type of note. Only comments are returned (not work notes) so this value is always comments. Data type: String
note.author	The name of the ServiceNow integration user who made the POST or PATCH request that created the comment. Data type: String
note.date	The date the comment was created in the ServiceNow instance. Data type: String
note.text	The comment text. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "href": "String", "name": "String", "role": "String", "@referredType": "String", "@type": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.href	Returns an empty string. Data type: String
relatedEntity.name	Name of the impacted item or service. Data type: String
relatedEntity.role	Description of the impacted item or service. Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedEntity.@type	This value is always relatedEntity. Data type: String
relatedParty	Details about the companies and contacts associated with the ticket. Data type: Array "relatedParty": [ { "id": "String", "name": "String", "@referredType": "String" } ]
relatedParty.@referredType	The type of related party. Valid values: customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
relatedParty.id	Sys_id of the related party. For cases, the sys_id is from the Contact [customer_contact] or Account [customer_account] tables. For incidents, the sys_id is from the User [sys_user] or Company [core_company] tables. If you provide a contact or a user (caller), their account or company is automatically populated on the ticket. Data type: String
relatedParty.name	The name of the related party. Data type: String
severity	The severity of the issue described by the trouble ticket. Data type: String
status	The current status of the trouble ticket. Data type: String
ticketType	The type of ticket (case or incident). Data type: String

cURL request

This example updates a case record.

curl "https://instance.servicenow.com/api/sn_ind_tsm_sdwan/troubleticket/case/370415f03c20e910f8772f1bc332b31b" \
--request PATCH \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
    \"description\":\"Router is not working, my devices cannot detect any signals from the router. First button from the left is flashing red, all others are black. Resetting the router does not solve the problem, I need urgent assistance.\",
    \"name\":\"My router is not working properly\",
    \"severity\":\"2\",
    \"status\":\"10\",
    \"ticketType\":\"Case\",
    \"channel\":{
        \"id\":\"8774\",
        \"name\":\"eBonding\",
        \"@type\":\"Channel\"
    },
    \"note\":[
        {
            \"id\":\"77456\",
            \"author\":\"Jack Smith\",
            \"date\":\"2019-05-31T07:34:45.968Z\",
            \"text\":\"This is a testing work note<html>hello world</html> and <h1>title</h1>\",
            \"@type\":\"Worknotes\"
        },
        {
            \"id\":\"77457\",
            \"author\":\"Jack Smith\",
            \"date\":\"2019-05-31T07:35:45.968Z\",
            \"text\":\"This is a testing comment<script>gs.info('Hello World')</script>\",
            \"@type\":\"Comment\"
        }
    ],
    \"relatedParty\":[
        {
            \"id\":\"eaf68911c35420105252716b7d40ddde\",
            \"href\":\"https://mycsp.com:8080/tmf-api/partyManagement/v1/individual/9866\",
            \"name\":\"Sally Thomas\",
            \"role\":\"customer\",
            \"@referredType\":\"customer_contact\"
        },
        {
            \"id\":\"ffc68911c35420105252716b7d40dd55\",
            \"href\":\"https://mycsp.com:8080/tmf-api/partyManagement/v4/customer/9176\",
            \"name\":\"Funco Intl\",
            \"role\":\"customer\",
            \"@referredType\":\"customer\"
        }
    ],
    \"relatedEntity\": [
        {
            \"id\": \"b7fa12c7532520103b6bddeeff7b123b\",
            \"href\": \"www.google.com\",
            \"name\": \"Some random name\",
            \"role\": \"I dont know what this is\",
            \"@type\": \"relatedEntity\",
            \"@referredType\": \"product\"
        },
        {
            \"id\": \"71e73d87c3e23010ff00ed23a140dde8\",
            \"href\": \"www.google.com\",
            \"name\": \"Some random name\",
            \"role\": \"I dont know what this is\",
            \"@type\": \"relatedEntity\",
            \"@referredType\": \"asset\"
        },
        {
            \"id\": \"a1913c3577b301108e191e599a5a99e8\",
            \"href\": \"www.google.com\",
            \"name\": \"Some random name\",
            \"role\": \"I dont know what this is\",
            \"@type\": \"relatedEntity\",
            \"@referredType\": \"product_inventory\"
        }
    ]
}" \
--user 'username':'password'

Response body.

{
  "id": "370415f03c20e910f8772f1bc332b31b",
  "href": "/api/sn_ind_tsm_sdwan/ticket/troubleTicket/370415f03c20e910f8772f1bc332b31b",
  "creationDate": "2023-01-19 22:39:28",
  "lastUpdate": "2023-01-19 22:41:39",
  "description": "Router is not working, my devices cannot detect any signals from the router. First button from the left is flashing red, all others are black. Resetting the router does not solve the problem, I need urgent assistance.",
  "severity": "2 - High",
  "ticketType": "Case",
  "name": "My router is not working properly",
  "status": "Open",
  "channel": {
    "name": "e_bonding"
  },
  "relatedParty": [
    {
      "id": "ffc68911c35420105252716b7d40dd55",
      "name": "Funco Intl",
      "@referredType": "customer"
    },
    {
      "id": "eaf68911c35420105252716b7d40ddde",
      "name": "Sally Thomas",
      "@referredType": "customer_contact"
    },
    {
      "id": "",
      "name": "",
      "@referredType": "assignment_group"
    },
    {
      "id": "",
      "name": "",
      "@referredType": "assigned_to"
    }
  ],
  "relatedEntity": [
    {
      "id": "b7fa12c7532520103b6bddeeff7b123b",
      "href": "",
      "name": "Deduplication and Compression PRD00001965",
      "role": "This is the product associated with the case.",
      "@type": "relatedEntity",
      "@referredType": "product"
    },
    {
      "id": "71e73d87c3e23010ff00ed23a140dde8",
      "href": "",
      "name": "",
      "role": "This is the asset associated with the case.",
      "@type": "relatedEntity",
      "@referredType": "asset"
    },
    {
      "id": "a1913c3577b301108e191e599a5a99e8",
      "href": "",
      "name": "Deduplication and Compression PI0000037",
      "role": "This is the product inventory associated with the case.",
      "@type": "relatedEntity",
      "@referredType": "product_inventory"
    }
  ],
  "note": [
    {
      "text": "This is a testing comment<script>gs.info('Hello World')</script>",
      "date": "2023-01-19 14:41:39",
      "author": "System Administrator",
      "@type": "comments"
    },
    {
      "text": "This is a testing comment<script>gs.info('Hello World')</script>",
      "date": "2023-01-19 14:39:28",
      "author": "System Administrator",
      "@type": "comments"
    }
  ],
  "@type": "TroubleTicket"
}

Trouble Ticket - POST /sn_ind_tsm_sdwan/ticket/troubleTicket 

Creates a record in the Case [sn_customerservice_case] or Incident [incident] table.

URL format

Default URL: /api/sn_ind_tsm_sdwan/ticket/troubleTicket

Supported request parameters

Table 31. Path parameters

Name	Description
None

Table 32. Query parameters

Name	Description
None

Table 33. Request body parameters (JSON)

Name	Description
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Maps to the Channel [contact_type] field for cases and the Contact type [contact_type] field for incidents. Valid values are the choices for the contact_type field. You can provide the choice label or value. For example, Virtual Agent or virtual_agent. Data type: String
description	Required. A description of the issue. Maps to the Description field. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Maps to the Short description field. Data type: String
note	A list of work notes and comments to add to the ticket. Data type: Array "note":[ { "text": "String", "@type": "String" } ]
note.@type	The type of note. This value determines whether the note is recorded in the Work notes or Additional comments field. Valid values: work_notes comments Data type: String
note.text	The note text. Maps to the Work notes or Additional comments field. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "@referredType": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedParty	Details about contacts for the ticket. For cases, this parameter populates the Contact or Account field. For incidents, this parameter populates the Caller or Company field. Data type: Array "relatedParty": [ { "id": "String", "@referredType": "String" } ]
relatedParty.id	Sys_id of the related party. For cases, the sys_id is from the Contact [customer_contact] or Account [customer_account] tables. For incidents, the sys_id is from the User [sys_user] or Company [core_company] tables. If you provide a contact or a user (caller), their account or company is automatically populated on the ticket. Data type: String
relatedParty.@referredType	The type of related party. Valid values: customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
severity	Required. The severity of the issue described by the trouble ticket. Maps to the Priority field. Valid values: 1: Critical. 2: High. 3: Moderate. 4: Low. 5: Planning. Incident only. Valid values are the choices for the Priority field. You must provide the choice value only. For example, 1. If an invalid value is provided, the severity is set to Low. Data type: String
status	Required. The current status of the trouble ticket. Maps to the State field. Valid values are the choices for the State field. You can provide the choice label or value. For example, New or 1. If you provide an invalid value, the status is set to New. Data type: String
ticketType	The type of ticket. This value determines whether the record is created in the Case [sn_customerservice_case] or Incident [incident] table. Valid values: Case Incident Data type: String Default: Incident

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.

Table 34. Request 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.

Table 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.

Table 36. Status codes

Status code	Description
201	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected for one or more of the following reasons. Empty payload. Invalid payload. Mandatory field missing. Invalid ticketType.

Response body parameters (JSON)

Name	Description
@type	This value is always TroubleTicket. Data type: String
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Data type: String
creationDate	The date that the case or incident record was created. Data type: String
description	The description of the issue from the ticket. Data type: String
href	Relative link to the case or incident record. Data type: String
id	The sys_id of the case or incident record that was created. Data type: String
lastUpdate	The date that the case or incident record was last updated. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Data type: String
note	A list of all comments on the ticket. This list does not include work notes. Data type: Array "note":[ { "author": "String", "date": "String", "text": "String", "@type": "String" } ]
note.@type	The type of note. Only comments are returned (not work notes) so this value is always comments. Data type: String
note.author	The name of the user who wrote the comment. Data type: String
note.date	The date the comment was created in the ServiceNow instance. Data type: String
note.text	The comment text. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "href": "String", "name": "String", "role": "String", "@referredType": "String", "@type": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.href	Returns an empty string. Data type: String
relatedEntity.name	Name of the impacted item or service. Data type: String
relatedEntity.role	Description of the impacted item or service. Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedEntity.@type	This value is always relatedEntity. Data type: String
relatedParty	Details about contacts for the ticket. Data type: Array "relatedParty": [ { "id": "String", "name": "String", "@referredType": "String" } ]
relatedParty.id	Sys_id of the related party. The sys_id can be from the following tables depending on the ticket type and the related party type. Case: Account [customer_account] - Related party type is customer Contact [customer_contact] - Related party type is customer_contact Incident: Company [core_company] - Related party type is customer User [sys_user] - Related party type is customer_contact Case or incident: Group [sys_user_group] - Related party type is assignment_group User [sys_user] - Related party type is assigned_to Data type: String
relatedParty.name	Name of the related party. Data type: String
relatedParty.@referredType	The type of related party. Possible values: assigned_to: The user assigned to work on the ticket. assignment_group: The group assigned to work on the ticket. customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
severity	The severity of the issue described by the trouble ticket. Data type: String
status	The current status of the trouble ticket. Data type: String
ticketType	The type of ticket. Possible values: Case Incident Data type: String

cURL request

This example creates a trouble ticket case record.

curl "https://instance.servicenow.com/api/sn_ind_tsm_sdwan/ticket/troubleTicket" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
   "name": "Laptop problem",
   "description": "Laptop keeps shutting off unexpectedly",
   "severity": "2",
   "status": "New",
   "ticketType": "Case",
   "channel": {
      "name": "Web"
   },
   "note": [
      {
         "text": "Work note about this case",
         "@type": "work_notes"
      },
      {
         "text": "Comment about this case",
         "@type": "comments"
      }
   ],
   "relatedEntity": [
      {
         "id": "74a9ec0d3790200044e0bfc8bcbe5d7f",
         "@referredType": "asset"
      }
   ],
   "relatedParty": [
      {
         "id": "62826bf03710200044e0bfc8bcbe5df1",
         "@referredType": "customer_contact"
      }
   ]
}" \
--user 'username':'password'

Response body.

{
   "id": "6467508d47e345508761b955d36d43f6",
   "href": "/api/sn_ind_tsm_sdwan/ticket/troubleTicket/6467508d47e345508761b955d36d43f6",
   "creationDate": "2022-05-16 23:38:55",
   "lastUpdate": "2022-05-16 23:38:55",
   "description": "Laptop keeps shutting off unexpectedly",
   "severity": "2 - High",
   "ticketType": "Case",
   "name": "Laptop problem",
   "status": "New",
   "channel": {
      "name": "web"
   },
   "relatedParty": [
      {
         "id": "",
         "name": "",
         "@referredType": "customer"
      },
      {
         "id": "62826bf03710200044e0bfc8bcbe5df1",
         "name": "",
         "@referredType": "customer_contact"
      },
      {
         "id": "",
         "name": "",
         "@referredType": "assignment_group"
      },
      {
         "id": "",
         "name": "",
         "@referredType": "assigned_to"
      }
   ],
   "relatedEntity": [
      {
         "id": "",
         "href": "",
         "name": "",
         "role": "This is the product associated with the case.",
         "@type": "relatedEntity",
         "@referredType": "product"
      },
      {
         "id": "74a9ec0d3790200044e0bfc8bcbe5d7f",
         "href": "",
         "name": "P1000597 - Apple MacBook Pro 15\"",
         "role": "This is the asset associated with the case.",
         "@type": "relatedEntity",
         "@referredType": "asset"
      }
      {
         "id": "a1913c3577b301108e191e599a5a99e8",
         "href": "",
         "name": "Deduplication and Compression PI0000037",
         "role": "This is the product inventory associated with the case.",
         "@type": "relatedEntity",
         "@referredType": "product_inventory"
      }
   ],
   "note": [
      {
         "text": "Comment about this case",
         "date": "2022-05-16 16:38:55",
         "author": "admin",
         "@type": "comments"
      }
   ],
   "@type": "TroubleTicket"
}

Trouble Ticket - POST /sn_ind_tsm_sdwan/troubleticket/{ticketType}

Creates a record in the Case [sn_customerservice_case] or Incident [incident] table.

Important:

Starting with the Tokyo release, this endpoint is deprecated. The new version of this endpoint is Trouble Ticket - POST /sn_ind_tsm_sdwan/ticket/troubleTicket .

URL format

Default URL: /api/sn_ind_tsm_sdwan/troubleticket/{ticketType}

Supported request parameters

Table 37. Path parameters

Name	Description
ticketType	The type of ticket. This value determines whether the record is created in the Case [sn_customerservice_case] or Incident [incident] table. Valid values: case incident Data type: String

Table 38. Query parameters

Name	Description
None

Table 39. Request body parameters (XML or JSON)

Name	Description
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Maps to the Channel [contact_type] field for cases and the Contact type [contact_type] field for incidents. Valid values are the choices for the contact_type field. You can provide the choice label or value. For example, Virtual Agent or virtual_agent. Data type: String
description	Required. A description of the issue. Maps to the Description field. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Maps to the Short description field. Data type: String
note	A list of work notes and comments to add to the ticket. Data type: Array "note":[ { "text": "String", "@type": "String" } ]
note.@type	The type of note. This value determines whether the note is recorded in the Work notes or Additional comments field. Valid values: work_notes comments Data type: String
note.text	The note text. Maps to the Work notes or Additional comments field. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "@referredType": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedParty	Details about contacts for the ticket. For cases, this parameter populates the Contact or Account field. For incidents, this parameter populates the Caller or Company field. Data type: Array "relatedParty": [ { "id": "String", "@referredType": "String" } ]
relatedParty.@referredType	The type of related party. Valid values: customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
relatedParty.id	Sys_id of the related party. For cases, the sys_id is from the Contact [customer_contact] or Account [customer_account] tables. For incidents, the sys_id is from the User [sys_user] or Company [core_company] tables. If you provide a contact or a user (caller), their account or company is automatically populated on the ticket. Data type: String
severity	Required. The severity of the issue described by the trouble ticket. Maps to the Priority field. Valid values: 1: Critical. 2: High. 3: Moderate. 4: Low. 5: Planning. Incident only. Valid values are the choices for the Priority field. You must provide the choice value only. For example, 1. If an invalid value is provided, the severity is set to Low. Data type: String
status	The current status of the trouble ticket. Maps to the State field. Valid values are the choices for the State field. You can provide the choice label or value. For example, New or 1. Data type: String Default: New
ticketType	Required. The type of ticket. This value determines whether the record is created in the Case [sn_customerservice_case] or Incident [incident] table. Valid values: case incident 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.

Table 40. Request 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.

Table 41. 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.

Table 42. Status codes

Status code	Description
201	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected for one or more of the following reasons. Empty payload. Invalid payload. Mandatory field missing. Invalid ticketType or ticketType does not match path parameter ticketType. For example, ticketType is case but path parameter is incident.

Response body parameters (JSON or XML)

Name	Description
@type	This value is always TroubleTicket. Data type: String
channel	The method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" }
channel.name	The name of the contact method. Data type: String
creationDate	The date that the case or incident record was created. Data type: String
description	The description of the issue from the ticket. Data type: String
id	The sys_id of the case or incident record that was created. Data type: String
lastUpdate	The date that the case or incident record was last updated. Data type: String
name	The name of the trouble ticket, typically a short description of the issue. Data type: String
note	A list of the comments and work notes that were added to the ticket by the POST request. Data type: Array "note":[ { "author": "String", "date": "String", "text": "String", "@type": "String" } ]
note.@type	The type of note. Valid values: work_notes comments Data type: String
note.author	The name of the ServiceNow integration user who made the POST request that created the note. Data type: String
note.date	The date the note was created in the ServiceNow instance. Data type: String
note.text	The note text. Data type: String
relatedEntity	List of impacted assets, products, sold products (product inventory), configuration items, or services. Data type: Array "relatedEntity": [ { "id": "String", "href": "String", "name": "String", "role": "String", "@referredType": "String", "@type": "String" } ]
relatedEntity.id	Sys_id of the impacted item or service. For cases, this value is from one of the following tables: Asset [alm_asset] Product Model [cmdb_model] Sold Product [sn_install_base_sold_product] Product Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table For incidents, this value is from one of the following tables: Configuration Item [cmdb_ci] Service [cmdb_ci_service] Data type: String
relatedEntity.href	Returns an empty string. Data type: String
relatedEntity.name	Name of the impacted item or service. Data type: String
relatedEntity.role	Description of the impacted item or service. Data type: String
relatedEntity.@referredType	The type of item or service. Valid values for case tickets: asset product product_inventory Valid values for incident tickets: cmdb_ci cmdb_ci_service Data type: String
relatedEntity.@type	This value is always relatedEntity. Data type: String
relatedParty	Details about the companies and contacts associated with the ticket. Data type: Array "relatedParty": [ { "id": "String", "@referredType": "String" } ]
relatedParty.id	Sys_id of the related party. For cases, the sys_id is from the Contact [customer_contact] or Account [customer_account] tables. For incidents, the sys_id is from the User [sys_user] or Company [core_company] tables. If you provide a contact or a user (caller), their account or company is automatically populated on the ticket. Data type: String
relatedParty.referredType	The type of related party. Valid values: customer: The company or account for the ticket. customer_contact: The caller or contact for the ticket. Data type: String
severity	The severity of the issue described by the trouble ticket. Data type: String
status	The current status of the trouble ticket. Data type: String
ticketType	The type of ticket (case or incident). Data type: String

cURL request

This example creates a case with high priority and open state.

ccurl "https://instance.servicenow.com/api/sn_ind_tsm_sdwan/troubleticket/case" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
    \"description\":\"Router is not working, my devices cannot detect any signals from the router. First button from the left is flashing red, all others are black. Resetting the router does not solve the problem, I need urgent assistance.\",
    \"name\":\"My router is not working properly\",
    \"severity\":\"2\",
    \"status\":\"10\",
    \"ticketType\":\"Case\",
    \"channel\":{
        \"id\":\"8774\",
        \"name\":\"eBonding\",
        \"@type\":\"Channel\"
    },
    \"note\":[
        {
            \"id\":\"77456\",
            \"author\":\"Jack Smith\",
            \"date\":\"2019-05-31T07:34:45.968Z\",
            \"text\":\"This is a testing work note<html>hello world</html> and <h1>title</h1>\",
            \"@type\":\"Worknotes\"
        },
        {
            \"id\":\"77457\",
            \"author\":\"Jack Smith\",
            \"date\":\"2019-05-31T07:35:45.968Z\",
            \"text\":\"This is a testing comment<script>gs.info('Hello World')</script>\",
            \"@type\":\"Comment\"
        }
    ],
    \"relatedParty\":[
        {
            \"id\":\"eaf68911c35420105252716b7d40ddde\",
            \"href\":\"https://mycsp.com:8080/tmf-api/partyManagement/v1/individual/9866\",
            \"name\":\"Sally Thomas\",
            \"role\":\"customer\",
            \"@referredType\":\"customer_contact\"
        },
        {
            \"id\":\"ffc68911c35420105252716b7d40dd55\",
            \"href\":\"https://mycsp.com:8080/tmf-api/partyManagement/v4/customer/9176\",
            \"name\":\"Funco Intl\",
            \"role\":\"customer\",
            \"@referredType\":\"customer\"
        }
    ],
    \"relatedEntity\": [
        {
            \"id\": \"b7fa12c7532520103b6bddeeff7b123b\",
            \"href\": \"www.google.com\",
            \"name\": \"Some random name\",
            \"role\": \"I dont know what this is\",
            \"@type\": \"relatedEntity\",
            \"@referredType\": \"product\"
        },
        {
            \"id\": \"71e73d87c3e23010ff00ed23a140dde8\",
            \"href\": \"www.google.com\",
            \"name\": \"Some random name\",
            \"role\": \"I dont know what this is\",
            \"@type\": \"relatedEntity\",
            \"@referredType\": \"asset\"
        },
        {
            \"id\": \"a1913c3577b301108e191e599a5a99e8\",
            \"href\": \"www.google.com\",
            \"name\": \"Some random name\",
            \"role\": \"I dont know what this is\",
            \"@type\": \"relatedEntity\",
            \"@referredType\": \"product_inventory\"
        }
    ]
}" \
--user 'username':'password'

Response body.

{
  "id": "5bbb5cbc3c2ca910f8772f1bc332b34d",
  "href": "/api/sn_ind_tsm_sdwan/ticket/troubleTicket/5bbb5cbc3c2ca910f8772f1bc332b34d",
  "creationDate": "2023-01-19 18:33:24",
  "lastUpdate": "2023-01-19 18:33:24",
  "description": "Router is not working, my devices cannot detect any signals from the router. First button from the left is flashing red, all others are black. Resetting the router does not solve the problem, I need urgent assistance.",
  "severity": "2 - High",
  "ticketType": "Case",
  "name": "My router is not working properly",
  "status": "Open",
  "channel": {
    "name": "e_bonding"
  },
  "relatedParty": [
    {
      "id": "ffc68911c35420105252716b7d40dd55",
      "name": "Funco Intl",
      "@referredType": "customer"
    },
    {
      "id": "eaf68911c35420105252716b7d40ddde",
      "name": "Sally Thomas",
      "@referredType": "customer_contact"
    },
    {
      "id": "",
      "name": "",
      "@referredType": "assignment_group"
    },
    {
      "id": "",
      "name": "",
      "@referredType": "assigned_to"
    }
  ],
  "relatedEntity": [
    {
      "id": "b7fa12c7532520103b6bddeeff7b123b",
      "href": "",
      "name": "Deduplication and Compression PRD00001965",
      "role": "This is the product associated with the case.",
      "@type": "relatedEntity",
      "@referredType": "product"
    },
    {
      "id": "71e73d87c3e23010ff00ed23a140dde8",
      "href": "",
      "name": "",
      "role": "This is the asset associated with the case.",
      "@type": "relatedEntity",
      "@referredType": "asset"
    },
    {
      "id": "a1913c3577b301108e191e599a5a99e8",
      "href": "",
      "name": "Deduplication and Compression PI0000037",
      "role": "This is the product inventory associated with the case.",
      "@type": "relatedEntity",
      "@referredType": "product_inventory"
    }
  ],
  "note": [
    {
      "text": "This is a testing comment<script>gs.info('Hello World')</script>",
      "date": "2023-01-19 10:33:24",
      "author": "System Administrator",
      "@type": "comments"
    }
  ],
  "@type": "TroubleTicket"
}