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 Now 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.

TMF conformance logo

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 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
HeaderDescription
Content-Range 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 codeDescription
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)

NameDescription
channel 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 of Objects

"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 Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table
  • Product Model [cmdb_model]
  • Sold Product [sn_install_base_sold_product]
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 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 of Objects

"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 Type of related party.
Possible values:
  • assigned_to: User assigned to work on the ticket.
  • assignment_group: Group assigned to work on the ticket.
  • customer: Company or account for the ticket.
  • customer_contact: 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

Example: 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.

Data type: String

Table: Case [sn_customerservice_case] or Incident [incident]
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

Data type: String

Default: Returns all fields.
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)

NameDescription
channel Method of contact that the ticket was created through.

Data type: Object

"channel":{
  "name": "String"
}
channel.name 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 Date that the case or incident record was created. Maps to the Created field.

Data type: String
description 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 Sys_id of the case or incident record.

Data type: String
lastUpdate Date the record was last updated. Maps to the Updated field.

Data type: String
name Name of the trouble ticket, typically a short description of the issue. Maps to the Short description field.

Data type: String
note List of all comments on the ticket. This list does not include work notes.

Data type: Array of Objects

"note":[
  {
    "author": "String",
    "date": "String",
    "text": "String",
    "@type": "String"
  }
]
note.@type Type of note. Only comments are returned (not work notes) so this value is always comments.

Data type: String
note.author Name of the user who wrote the comment.

Data type: String
note.date Date the comment was created in the ServiceNow instance.

Data type: String
note.text Comment text.

Data type: String
relatedEntity List of impacted assets, products, sold products (product inventory), configuration items, or services.

Data type: Array of Objects

"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 Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table
  • Product Model [cmdb_model]
  • Sold Product [sn_install_base_sold_product]
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 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 of Objects

"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 Type of related party.
Possible values:
  • assigned_to: User assigned to work on the ticket.
  • assignment_group: Group assigned to work on the ticket.
  • customer: Company or account for the ticket.
  • customer_contact: Caller or contact for the ticket.

Data type: String
severity Severity of the issue described by the trouble ticket. Maps to the Priority field.

Data type: String
status Current status of the trouble ticket. Maps to the State field.

Data type: String
ticketType Type of ticket.
Possible values:
  • Case
  • Incident

Data type: String
@type This value is always TroubleTicket.

Data type: String

Example: 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 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)

NameDescription
@type This value is always TroubleTicket.

Data type: String
channel Method of contact that the ticket was created through.

Data type: Object

"channel":{
  "name": "String"
}
channel.name 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 Date that the case or incident record was created. Maps to the Created field.

Data type: String
description Description of the issue from the ticket. Maps to the Description field.

Data type: String
id Sys_id of the case or incident record.

Data type: String
lastUpdate Date the record was last updated. Maps to the Updated field.

Data type: String
name Name of the trouble ticket, typically a short description of the issue. Maps to the Short description field.

Data type: String
note List of all comments on the ticket. This list does not include work notes.

Data type: Array of Objects

"note": [
  {
    "author": "String",
    "date": "String",
    "text": "String",
    "@type": "String"
  }
]
note.@type Type of note. Only comments are returned (not work notes) so this value is always comments.

Data type: String
note.author Name of the ServiceNow integration user who made the POST or PATCH request that created the comment.

Data type: String
note.date Date the comment was created in the ServiceNow instance.

Data type: String
note.text Comment text.

Data type: String
relatedEntity List of impacted assets, products, sold products (product inventory), configuration items, or services.

Data type: Array of Objects

"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 Inventory [sn_prd_invt_product_inventory], which extends the Sold Product [sn_install_base_sold_product] table
  • Product Model [cmdb_model]
  • Sold Product [sn_install_base_sold_product]
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 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 of Objects

"relatedParty": [
  {
    "id": "String",
    "name": "String",
    "@referredType": "String"
  }
]
relatedParty.@referredType Type of related party.
Valid values:
  • customer: Company or account for the ticket.
  • customer_contact: Caller or contact for the ticket.

Data type: String
relatedParty.id Sys_id of the related party. If you provide a contact or a user (caller), their account or company is automatically populated on the ticket.

Data type: String

Table: 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.
relatedParty.name 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 Severity of the issue described by the trouble ticket. Maps to the Priority field.

Data type: String
status Current status of the trouble ticket. Maps to the field.

Data type: String
ticketType Type of ticket (case or incident).

Data type: String

Example: 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.

Data type: String

Table: Case [sn_customerservice_case] or Incident [incident]
Table 20. Query parameters
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 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)

Example: 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 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 Sys_id of the case or incident record to update.

Data type: String
Table 26. Query parameters
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 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)

Example: 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

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)

Example: 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

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)

Example: 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"
}