--- sourceDocument: Australia API Reference sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/api-reference Release : - australia ft:locale : - en-US ft:publication_title : - Australia API Reference ft:clusterId : - crapiref bundleId : - crapiref workflow : - Creator --- # Trouble Ticket Open API # Trouble Ticket Open API {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 26 minutes to read The Trouble Ticket Open API provides endpoints to create, update, and retrieve data from the Case \[sn_customerservice_case\], Incident \[incident\], and Service Problem Case \[sn_sprb_mgmt_case\] tables. Use this API to manage ticket information between external ticketing systems and the ServiceNow AI Platform. This API is included in the [Proactive Service Experience Workflows](https://store.servicenow.com/sn_appstore_store.do#!/store/application/9e07323d5b2110100206cb837b81c773) 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](https://servicenow-prod.fluidtopics.net/R248_eS384geqsHx090jng#trouble-ticket_dev-guide "Use the Trouble Ticket Open API to manage ticket information between external ticketing systems and the ServiceNow AI Platform. This API creates, updates, and retrieves data from the Case [sn_customerservice_case] and Incident [incident] tables."). 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 User Guide v5.0.0](https://www.tmforum.org/resources/specifications/tmf621-trouble-ticket-management-api-user-guide-v5-0-0/), September 2024. The Trouble Ticket Open API is conformance certified by TM Forum. ## Trouble Ticket - GET /sn_ind_tsm_sdwan/ticket/troubleTicket  {#ariaid-title2} Retrieves a list of all trouble ticket records from the Case \[sn_customerservice_case\], Incident \[incident\], and Service Problem Case \[sn_sprb_mgmt_case\] tables. ### URL format Default URL: /api/sn_ind_tsm_sdwan/ticket/troubleTicket ### Supported request parameters {#trouble-ticket-GET-ticket-tt__entry__2} | Name | Description | |-|-| | None | | [Table 1. Path parameters] {#trouble-ticket-GET-ticket-tt__entry__6} | 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 {#trouble-ticket-GET-ticket-tt__ul_n1h_htz_54b} 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. Data type: Number Default: 0 | | 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 * Service Problem Case {#trouble-ticket-GET-ticket-tt__ul_pb5_lk3_ktb} Data type: String | [Table 2. Query parameters] {#trouble-ticket-GET-ticket-tt__entry__22} | Name | Description | |-|-| | None | | [Table 3. Request body parameters (JSON)] ### 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](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other."). {#trouble-ticket-GET-ticket-tt__entry__26} | Header | Description | |-|-| | None | | [Table 4. Request headers] {#trouble-ticket-GET-ticket-tt__table_c2r_4gm_lsb__entry__2}{#trouble-ticket-GET-ticket-tt__content-range-row}{#trouble-ticket-GET-ticket-tt__content-type-row}{#trouble-ticket-GET-ticket-tt__links-pagination-row}{#trouble-ticket-GET-ticket-tt__x-total-count-descr} | Header | Description | |-|-| | 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 {#trouble-ticket-GET-ticket-tt__ul_zzk_sdm_lsb} | | X-Total-Count | For paginated queries, this header specifies the total number of records available on the server. | [Table 5. Response headers] {#trouble-ticket-GET-ticket-tt__table_c2r_4gm_lsb} ### 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](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other."). {#trouble-ticket-GET-ticket-tt__table_qbg_4cm_lsb__entry__2}{#trouble-ticket-GET-ticket-tt__tmf-get-status-200-p}{#trouble-ticket-GET-ticket-tt__tmf-get-status-206-entry}{#trouble-ticket-GET-ticket-tt__tmf-get-status-400-entry}{#trouble-ticket-GET-ticket-tt__tmf-get-status-404-entry} | 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 {#trouble-ticket-GET-ticket-tt__ul_rys_1gy_fsb} | | 404 | Record not found. No records matching the query parameters are found in the table. | [Table 6. Status codes] {#trouble-ticket-GET-ticket-tt__table_qbg_4cm_lsb} ### Response body parameters (JSON) {#trouble-ticket-GET-ticket-tt__section_mgj_t43_ktb} {#trouble-ticket-GET-ticket-tt__table_n4d_yvm_5pb__entry__2} | Name | Description | |-|-| | 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 \[sn_install_base_sold_product\] {#trouble-ticket-GET-ticket-tt__ul_en1_3jc_hwb}For incidents, this value is from one of the following tables: * Configuration Item \[cmdb_ci\] * Service \[cmdb_ci_service\] {#trouble-ticket-GET-ticket-tt__ul_fn1_3jc_hwb} 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 {#trouble-ticket-GET-ticket-tt__ul_zrm_5jp_mtb} Valid values for incident tickets: * cmdb_ci * cmdb_ci_service {#trouble-ticket-GET-ticket-tt__ul_asm_5jp_mtb} 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 {#trouble-ticket-GET-ticket-tt__ul_vf5_n3g_4tb} Incident: * Company \[core_company\]; Related party type is customer * User \[sys_user\]; Related party type is customer_contact {#trouble-ticket-GET-ticket-tt__ul_ll2_p3g_4tb} Case or incident: * Group \[sys_user_group\]; Related party type is assignment_group * User \[sys_user\]; Related party type is assigned_to {#trouble-ticket-GET-ticket-tt__ul_umf_r3g_4tb} 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. {#trouble-ticket-GET-ticket-tt__ul_bxv_jgg_4tb} 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 * Service Problem Case {#trouble-ticket-GET-ticket-tt__ul_czp_2mc_ktb} Data type: String | | @type | This value is always `TroubleTicket`. Data type: String | [ ] {#trouble-ticket-GET-ticket-tt__table_n4d_yvm_5pb} ### 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} {#ariaid-title3} Retrieves a specified record from the Case \[sn_customerservice_case\], Incident \[incident\], or Service Problem Case \[sn_sprb_mgmt_case\] table. ### URL format {#trouble-ticket-GET-ticket-tt-id__section_fcs_wqm_5pb} Default URL: /api/sn_ind_tsm_sdwan/ticket/troubleTicket/{id} ### Supported request parameters {#trouble-ticket-GET-ticket-tt-id__table_ufw_yqm_5pb__entry__2} | 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 7. Path parameters] {#trouble-ticket-GET-ticket-tt-id__table_ufw_yqm_5pb} {#trouble-ticket-GET-ticket-tt-id__table_cn5_zqm_5pb__entry__2} | 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 {#trouble-ticket-GET-ticket-tt-id__ul_n1h_htz_54b} Data type: String Default: Returns all fields. | [Table 8. Query parameters] {#trouble-ticket-GET-ticket-tt-id__table_cn5_zqm_5pb} {#trouble-ticket-GET-ticket-tt-id__entry__10} | Name | Description | |-|-| | None | | [Table 9. Request body parameters (JSON)] ### 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](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other."). {#trouble-ticket-GET-ticket-tt-id__entry__14}{#trouble-ticket-GET-ticket-tt-id__accept-JSON-only-entry-RESTAPI} | Header | Description | |-|-| | Accept | Data format of the response body. Only supports application/json. | [Table 10. Request headers] {#trouble-ticket-GET-ticket-tt-id__entry__18} | Header | Description | |-|-| | None | | [Table 11. Response headers] ### 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](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other."). {#trouble-ticket-GET-ticket-tt-id__entry__22}{#trouble-ticket-GET-ticket-tt-id__entry-200-status-code} | 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. {#trouble-ticket-GET-ticket-tt-id__ul_rjf_fqw_rpb} | | 404 | Record not found. A record associated with the ID is not found in the Case \[sn_customerservice_case\] or Incident \[incident\] table. | [Table 12. Status codes] ### Response body parameters (JSON) {#trouble-ticket-GET-ticket-tt-id__table_n4d_yvm_5pb__entry__2} | Name | Description | |-|-| | 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 \[sn_install_base_sold_product\] {#trouble-ticket-GET-ticket-tt-id__ul_en1_3jc_hwb}For incidents, this value is from one of the following tables: * Configuration Item \[cmdb_ci\] * Service \[cmdb_ci_service\] {#trouble-ticket-GET-ticket-tt-id__ul_fn1_3jc_hwb} 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 {#trouble-ticket-GET-ticket-tt-id__ul_zrm_5jp_mtb} Valid values for incident tickets: * cmdb_ci * cmdb_ci_service {#trouble-ticket-GET-ticket-tt-id__ul_asm_5jp_mtb} 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 {#trouble-ticket-GET-ticket-tt-id__ul_vf5_n3g_4tb} Incident: * Company \[core_company\]; Related party type is customer * User \[sys_user\]; Related party type is customer_contact {#trouble-ticket-GET-ticket-tt-id__ul_ll2_p3g_4tb} Case or incident: * Group \[sys_user_group\]; Related party type is assignment_group * User \[sys_user\]; Related party type is assigned_to {#trouble-ticket-GET-ticket-tt-id__ul_umf_r3g_4tb} 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. {#trouble-ticket-GET-ticket-tt-id__ul_bxv_jgg_4tb} 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 * Service Problem Case {#trouble-ticket-GET-ticket-tt-id__ul_czp_2mc_ktb} Data type: String | | @type | This value is always `TroubleTicket`. Data type: String | [ ] {#trouble-ticket-GET-ticket-tt-id__table_n4d_yvm_5pb} ### 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", "date": "2023-01-19 14:41:39", "author": "System Administrator", "@type": "comments" }, { "text": "This is a testing comment", "date": "2023-01-19 14:39:28", "author": "System Administrator", "@type": "comments" } ], "@type": "TroubleTicket" } ## Trouble Ticket - PATCH /sn_ind_tsm_sdwan/ticket/troubleTicket/{id} {#ariaid-title4} Updates a specified record in the Case \[sn_customerservice_case\], Incident \[incident\], or Service Problem Case \[sn_sprb_mgmt_case\] table. ### URL format Default URL: /api/sn_ind_tsm_sdwan/ticket/troubleTicket/{id} ### Supported request parameters {#trouble-ticket-PATCH-ticket-tt__entry__2} | 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 13. Path parameters] {#trouble-ticket-PATCH-ticket-tt__entry__6} | Name | Description | |-|-| | None | | [Table 14. Query parameters] {#trouble-ticket-PATCH-ticket-tt__entry__10} | Name | Description | |-|-| | 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. 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 | Description of the issue. Maps to the Description 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 work notes and comments to add to the ticket. Data type: Array of Objects "note":[ { "text": "String", "@type": "String" } ] | | note.@type | Type of note. This value determines whether the note is recorded in the Work notes or Additional comments field. Valid values: * comments * work_notes {#trouble-ticket-PATCH-ticket-tt__ul_vtx_hmz_rpb} Data type: String | | note.text | 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 of Objects "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 Inventory \[sn_prd_invt_product_inventory\], which extends the Sold Product \[sn_install_base_sold_product\] table * Product Model \[cmdb_model\] * Sold Product \[sn_install_base_sold_product\] {#trouble-ticket-PATCH-ticket-tt__ul_vl4_13c_hwb}For incidents, this value is from one of the following tables: * Configuration Item \[cmdb_ci\] * Service \[cmdb_ci_service\] {#trouble-ticket-PATCH-ticket-tt__ul_lbg_b3c_hwb} Data type: String | | relatedEntity.@referredType | Type of item or service. Valid values for case tickets: * asset * product * product_inventory {#trouble-ticket-PATCH-ticket-tt__ul_bjm_lfy_wsb} Valid values for incident tickets: * cmdb_ci * cmdb_ci_service {#trouble-ticket-PATCH-ticket-tt__ul_sfh_g3j_5pa} 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 of Objects "relatedParty": [ { "id": "String", "@referredType": "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.@referredType | Type of related party. Valid values: * customer: Company or account for the ticket. * customer_contact: Caller or contact for the ticket. {#trouble-ticket-PATCH-ticket-tt__ul_sfh_g3j_5pb} Data type: String | | severity | 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. {#trouble-ticket-PATCH-ticket-tt__ul_xhd_24p_rpb}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 | 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 | [Table 15. Request body parameters (JSON)] ### 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](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other."). {#trouble-ticket-PATCH-ticket-tt__entry__42}{#trouble-ticket-PATCH-ticket-tt__accept-JSON-only-entry-RESTAPI}{#trouble-ticket-PATCH-ticket-tt__content_type-JSON-only-entry-RESTAPI} | 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 16. Request headers] {#trouble-ticket-PATCH-ticket-tt__entry__48} | Header | Description | |-|-| | None | | [Table 17. Response headers] ### 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](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other."). {#trouble-ticket-PATCH-ticket-tt__entry__52}{#trouble-ticket-PATCH-ticket-tt__entry-200-status-code} | 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. {#trouble-ticket-PATCH-ticket-tt__ul_rjf_fqw_rpb} | | 404 | Record not found. A record associated with the ID is not found in the Case \[sn_customerservice_case\] or Incident \[incident\] table. | [Table 18. Status codes] ### Response body parameters (JSON) {#trouble-ticket-PATCH-ticket-tt__entry__60} | Name | Description | |-|-| | channel | Method of contact that the ticket was created through. Data type: Object "channel":{ "name": "String" } | | channel.name | Name of the contact method. Data type: String | | creationDate | Date the record was created. Data type: String | | description | Description of the issue from the ticket. 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. Data type: String | | name | Name of the trouble ticket, typically a short description of the issue. 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 \[sn_install_base_sold_product\] {#trouble-ticket-PATCH-ticket-tt__ul_en1_3jc_hwb}For incidents, this value is from one of the following tables: * Configuration Item \[cmdb_ci\] * Service \[cmdb_ci_service\] {#trouble-ticket-PATCH-ticket-tt__ul_fn1_3jc_hwb} 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 {#trouble-ticket-PATCH-ticket-tt__ul_zrm_5jp_mtb} Valid values for incident tickets: * cmdb_ci * cmdb_ci_service {#trouble-ticket-PATCH-ticket-tt__ul_asm_5jp_mtb} 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 {#trouble-ticket-PATCH-ticket-tt__ul_vf5_n3g_4tb} Incident: * Company \[core_company\]; Related party type is customer * User \[sys_user\]; Related party type is customer_contact {#trouble-ticket-PATCH-ticket-tt__ul_ll2_p3g_4tb} Case or incident: * Group \[sys_user_group\]; Related party type is assignment_group * User \[sys_user\]; Related party type is assigned_to {#trouble-ticket-PATCH-ticket-tt__ul_umf_r3g_4tb} 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. {#trouble-ticket-PATCH-ticket-tt__ul_bxv_jgg_4tb} Data type: String | | severity | Severity of the issue described by the trouble ticket. Data type: String | | status | Current status of the trouble ticket. Data type: String | | ticketType | Type of ticket. Possible values: * Case * Incident * Service Problem Case {#trouble-ticket-PATCH-ticket-tt__ul_czp_2mc_ktb} 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 - POST /sn_ind_tsm_sdwan/ticket/troubleTicket  {#ariaid-title5} Creates a record in the Case \[sn_customerservice_case\], Incident \[incident\], or Service Problem Case \[sn_sprb_mgmt_case\] table. ### URL format Default URL: /api/sn_ind_tsm_sdwan/ticket/troubleTicket ### Supported request parameters {#trouble-ticket-POST-ticket-tt__entry__2} | Name | Description | |-|-| | None | | [Table 19. Path parameters] {#trouble-ticket-POST-ticket-tt__entry__6} | Name | Description | |-|-| | None | | [Table 20. Query parameters] {#trouble-ticket-POST-ticket-tt__entry__10} | Name | Description | |-|-| | 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. 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 | Name of the trouble ticket, typically a short description of the issue. Maps to the Short description field. Data type: String | | note | List of work notes and comments to add to the ticket. Data type: Array of Objects "note":[ { "text": "String", "@type": "String" } ] | | note.@type | Type of note. This value determines whether the note is recorded in the Work notes or Additional comments field. Valid values: * comments * work_notes {#trouble-ticket-POST-ticket-tt__ul_vtx_hmz_rpb} Data type: String | | note.text | 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 of Objects "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 Inventory \[sn_prd_invt_product_inventory\], which extends the Sold Product \[sn_install_base_sold_product\] table * Product Model \[cmdb_model\] * Sold Product \[sn_install_base_sold_product\] {#trouble-ticket-POST-ticket-tt__ul_vl4_13c_hwb}For incidents, this value is from one of the following tables: * Configuration Item \[cmdb_ci\] * Service \[cmdb_ci_service\] {#trouble-ticket-POST-ticket-tt__ul_lbg_b3c_hwb} Data type: String | | relatedEntity.@referredType | Type of item or service. Valid values for case tickets: * asset * product * product_inventory {#trouble-ticket-POST-ticket-tt__ul_bjm_lfy_wsb} Valid values for incident tickets: * cmdb_ci * cmdb_ci_service {#trouble-ticket-POST-ticket-tt__ul_sfh_g3j_5pa} 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 of Objects "relatedParty": [ { "id": "String", "@referredType": "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.@referredType | Type of related party. Valid values: * customer: Company or account for the ticket. * customer_contact: Caller or contact for the ticket. {#trouble-ticket-POST-ticket-tt__ul_sfh_g3j_5pb} 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. {#trouble-ticket-POST-ticket-tt__ul_xhd_24p_rpb}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 \[sn_customerservice_case\], Incident \[incident\], or Service Problem Case \[sn_sprb_mgmt_case\] table. Valid values: * Case * Incident * Service Problem Case {#trouble-ticket-POST-ticket-tt__ul_p44_tjp_rpb} Data type: String Default: Incident | [Table 21. Request body parameters (JSON)] ### 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](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other."). {#trouble-ticket-POST-ticket-tt__entry__44}{#trouble-ticket-POST-ticket-tt__accept-JSON-only-entry-RESTAPI}{#trouble-ticket-POST-ticket-tt__content_type-JSON-only-entry-RESTAPI} | 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 22. Request headers] {#trouble-ticket-POST-ticket-tt__entry__50} | Header | Description | |-|-| | None | | [Table 23. Response headers] ### 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](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other."). {#trouble-ticket-POST-ticket-tt__entry__54} | 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. {#trouble-ticket-POST-ticket-tt__ul_rjf_fqw_rpb} | [Table 24. Status codes] ### Response body parameters (JSON) {#trouble-ticket-POST-ticket-tt__entry__60} | Name | Description | |-|-| | @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 | 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 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 \[sn_install_base_sold_product\] {#trouble-ticket-POST-ticket-tt__ul_en1_3jc_hwb}For incidents, this value is from one of the following tables: * Configuration Item \[cmdb_ci\] * Service \[cmdb_ci_service\] {#trouble-ticket-POST-ticket-tt__ul_fn1_3jc_hwb} 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 {#trouble-ticket-POST-ticket-tt__ul_zrm_5jp_mtb} Valid values for incident tickets: * cmdb_ci * cmdb_ci_service {#trouble-ticket-POST-ticket-tt__ul_asm_5jp_mtb} 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 {#trouble-ticket-POST-ticket-tt__ul_vf5_n3g_4tb} Incident: * Company \[core_company\]; Related party type is customer * User \[sys_user\]; Related party type is customer_contact {#trouble-ticket-POST-ticket-tt__ul_ll2_p3g_4tb} Case or incident: * Group \[sys_user_group\]; Related party type is assignment_group * User \[sys_user\]; Related party type is assigned_to {#trouble-ticket-POST-ticket-tt__ul_umf_r3g_4tb} 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. {#trouble-ticket-POST-ticket-tt__ul_bxv_jgg_4tb} 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 * Service Problem Case {#trouble-ticket-POST-ticket-tt__ul_czp_2mc_ktb} 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" }