Handling the external events using Telecommunications API notification

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Handling the external events using Telecommunications API notification

    The Telecommunications API notification is a feature within the Telecommunications Alarm Management Open API application that enables ServiceNow to receive and manage external event notifications from customer network systems. This functionality allows for timely responses to these events, facilitating better service management through the Event Management application.

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    Key Features

    • Event Reception: The API receives notifications from subscribed external systems, allowing for streamlined event handling.
    • Flexible Architecture: Customers can choose between Publisher/Subscriber (Pub/Sub) or Kafka Stream Connect architectures based on their deployment type (cloud or on-premise).
    • Topic Management: Incoming notifications are categorized into topics, enabling customers to subscribe only to relevant events.
    • Workflow Configuration: Includes steps to create topics, manage subscriptions, and activate endpoints for receiving notifications.

    Key Outcomes

    By utilizing the Telecommunications API notification, ServiceNow customers can expect:

    • A consolidated view of service-impact events through Event Management dashboards.
    • Improved response times to network events by receiving targeted notifications based on subscriptions.
    • Efficient management of event notifications through established workflows and user roles.

    Use the Telecommunications API notification to receive the external events that occurring in the customer network system so that you can promptly respond to them in the ServiceNow AI Platform.

    Overview

    Telecommunications API notification is a feature available in the Telecommunications Alarm Management Open API application. The Telecommunications API notification enables ServiceNow to receive the incoming notifications that occurring in the external network system and responds to them in a timely manner. It enables the broadcasting of events to the external systems through platform capabilities by eliminating the need for point to point connections.

    Telecommunications API notification receives incoming notifications from the external systems that are subscribed on your network. When the notifications are received from the external system, you can create the events for the responses by using the Event Management application. Based on the collected information, the Event Management provides dashboards showing a consolidated view of all service-impact events.

    Telecommunications API notification data model

    The following diagram shows the components in the data model for the Telecommunications API notification.

    Figure 1. API notification data model
    Infographic showing the components in the Telecommunications API notification data model. For the description, see the following texts.
    The Telecommunications API notification enables ServiceNow to receive incoming notifications through the event-driven architectures such as the Publisher/Subscriber (Pub/Sub) subscription model, Hermes, and Kafka Stream Connect. While cloud customers have the flexibility to select between both architectures, on-premise customers are limited to using their own Kafka or Pub/Sub subscription model.

    In the Pub/Sub model, incoming notifications are categorized into topics. You use ServiceNow to publish the incoming notifications to these topics, and subscribers (customers) have the flexibility to select the topics to which they want to subscribe. This process enables subscribers to select only those messages that align with their interests. For example, if there are 10 topics for incoming messages from the external system, a customer can opt to subscribe to two of them based on their requirement. Consequently, when notifications are received from the external system, events are generated specifically for the two topics to which the customer has subscribed.

    Modeling the Telecommunications API notification workflow

    The following steps help to configure the Telecommunications API notification in the ServiceNow instance.

    1. Create a topic: You can create topics either by manually typing the external message details or automatically collecting the available topics from the external system.
    2. Create a topic subscription: You subscribe to the available topics for incoming notifications from the external system, based on the customer preference. Additionally, you generate the callback URL and register the subscription.
    3. Activate the endpoint of the Telecommunications Alarm Management Open API connection: To receive responses from the external system, activate the subscribed endpoints of the Telecommunications Alarm Management Open API connection in the Flow Designer.
    4. Provide the callback URL to the external system for receiving notifications. Customer can also reuse the callback URL. When requests from TMF 688 hit the Callback URL, it initiates the Default Alarm Event Notification Trigger flow to create an event.

      To learn more about the functions to handle Event Notification Management Open API requests that are triggered by external trigger definitions to create, update, and delete events, see Event Notification Management Open API and TMFTopicEventAPIUtilOOB - Scoped.

    This workflow creates an event in the Event Management application. To learn more about using Event Management, see Event Management.