Handling the external events using Telecommunications API notification

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

    The Telecommunications API notification, part of the Telecommunications Alarm Management Open API application, enables ServiceNow customers to receive and respond promptly to external events occurring in their customer network systems. This feature supports event-driven architectures such as Publisher/Subscriber (Pub/Sub), Hermes, and Kafka Stream Connect, facilitating efficient broadcasting of events without point-to-point connections. It integrates with ServiceNow’s Event Management application to create events and provide consolidated service-impact dashboards.

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    Key Features

    • Event Reception and Handling: Receives incoming notifications from external systems subscribed on your network and creates corresponding events in Event Management for timely response.
    • Flexible Subscription Model: Supports Pub/Sub where notifications are categorized into topics; customers can subscribe to specific topics relevant to their needs, filtering incoming events accordingly.
    • Support for Multiple Architectures: Cloud customers may choose between Hermes and Kafka or Pub/Sub models; on-premise customers must use Kafka or Pub/Sub.
    • Topic and Subscription Management: Allows creation of topics manually or by importing from external systems, topic subscription setup based on customer preference, and callback URL registration for receiving notifications.
    • Integration and Workflow Activation: Activation of Telecommunications Alarm Management Open API endpoints within ServiceNow’s Workflow Studio enables the receipt of notifications and triggers event creation flows (e.g., Default Alarm Event Notification Trigger).
    • User Roles and Permissions: Administrators can assign standard roles for managing access to API notification tables related to topics and subscriptions, ensuring secure and controlled usage.

    Practical Application for ServiceNow Customers

    By implementing Telecommunications API notification, customers can efficiently monitor and respond to network events from external systems within the ServiceNow AI Platform. Creating and subscribing to specific topics tailors event intake to business needs, while leveraging the Event Management dashboards provides a unified view of service-impacting events. Activating the appropriate API endpoints and workflows ensures seamless event creation and handling, improving operational responsiveness and network service reliability.

    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 Workflow Studio.
    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.