--- sourceDocument: Yokohama Proactive Service Experience Workflows sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/proactive-service-exp-workflows Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Proactive Service Experience Workflows ft:clusterId : - psew bundleId : - psew workflow : - Customer and Industry --- # Using open message bus # Outbound trouble ticket notifications via open message bus {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Outbound trouble ticket notifications via open message bus This functionality enables ServiceNow customers to produce outbound trouble ticket notifications from their ServiceNow instance using the open message bus. It supports event-driven architecture where notifications related to trouble tickets are published to the message bus and can be consumed by external systems. This capability enhances integration by enabling real-time updates for trouble ticket events such as creation, state changes, and attribute changes. Show full answer Show less ## Key Features * **Event Types Supported:** Includes Create Trouble Ticket Event, Trouble Ticket State Change Event, Trouble Ticket Attribute Change Event, and Create Trouble Ticket Event for Case. * **Topic Synchronization:** Topics created in ServiceNow (egress topics) are synchronized with the external message bus, ensuring consistent communication channels. * **Topic Picker Mechanism:** Automatically selects relevant topics based on event type and matches event payloads to topic query criteria for precise message routing. * **REST Proxy Integration:** Outbound messages are sent through a REST proxy to the external message bus, enabling seamless consumption by customer systems. * **Flexible Topic Management:** Customers can create topics either within ServiceNow or externally and synchronize them into ServiceNow for streamlined configuration. * **Producer Framework:** Converts events into TMF 688 compliant payloads suitable for consumption by external platforms. ## Practical Setup and Workflow * Create egress topics in the ServiceNow `snapinotifmgmttopic` table to define outbound channels. * Business rules must be configured to trigger on trouble ticket events and stamp event types. * Events are queued in a staging table and processed by the producer framework. * The topic picker evaluates topics for compatibility based on event payloads and topic queries. * The spoke selector configured by customers sends notifications via REST calls to the external message bus REST proxy. ## Benefits for ServiceNow Customers * Enables real-time, event-driven notifications for trouble ticket lifecycle changes. * Supports integration with external systems through standardized, scalable messaging architecture. * Provides configurable topic and event management ensuring only relevant messages are published. * Compliance with TMF 688 standard enhances interoperability in telecommunications and related industries. ## Next Steps Customers should ensure prerequisite topic creation and business rule configuration before enabling outbound notifications. They can customize the topic picker and producer framework mechanisms to align with their event handling and message processing requirements. Familiarity with related scoped applications like `OpenMessageBusEventPublisherOOB` and `Event Management Topic Open API` will aid in advanced configuration and troubleshooting. Produce an outbound notification from the ServiceNow instance using the open message bus. Customers can consume the details of the notification from the message bus in their external system. In this event-driven architecture, the notifications are produced to the open message bus from your ServiceNow instance. The framework contains topic synchronization and topic picker mechanisms. The topic synchronization mechanism synchronizes the topics that you have created in the ServiceNow instance with the open message bus. When the event occurs in the framework, the topic picker mechanism picks the relevant topic and publishes the message to the topic using a REST proxy. Customers can consume the outbound notification from the message bus in their external system. In the Yokohama release, the following events are supported for trouble ticket notification. * Create Trouble Ticket Event * Trouble Ticket State Change Event * Trouble Ticket Attribute Change Event * Create Trouble Ticket Event for Case {#trouble-ticket-workflow-using-pub-sub-model__ul_hlq_mmk_b1c} ## Prerequisites {#trouble-ticket-workflow-using-pub-sub-model__section_opp_dln_tzb} Before producing outbound notifications, it's necessary to create the egress topics on the Topic \[sn_api_notif_mgmt_topic\] table in the ServiceNow instance. When you create an egress topic, the system runs a business rule and attempts to synchronize the topic to the message bus based on configuration. To learn more about manually creating a topic in the Topic table, see [Create a topic](https://www.servicenow.com/docs/access?context=create-topic-API-notification&version=yokohama&pubname=yokohama-telecom-service-ops&ft:locale=en-US). The system synchronizes only the egress topic with the message bus in the external system. The user_created field in the associated topic record is set to true. Alternatively, you can create the topics on the message bus in your external system and push them into the Topic table in ServiceNow instance. The customers invoke the Event Management Topic Open API endpoint, which stores the topic in the Topic \[sn_api_notif_mgmt_topic\] table of ServiceNow instance. The user_created field in the associated topic record is set to false. To learn more about the methods that are used when processing the Event Management Topic Open API endpoint, see [Event Management Topic Open API](https://www.servicenow.com/docs/access?context=event_management_topic-api&version=yokohama&pubname=yokohama-api-reference&ft:locale=en-US). ## Workflow {#trouble-ticket-workflow-using-pub-sub-model__section_sgd_fln_tzb} The workflow for producing the outbound notification by using the open message bus contains the following steps: 1. On the trigger of the trouble ticket event, the system invokes the appropriate business rule, and stamps the event type. To learn more about the business rule that you must add to your ServiceNow instance, see [Add a business rule for a new trouble ticket event](https://www.servicenow.com/docs/access?context=prd_evt_not-dev_gd-add_bus_rule&version=yokohama&pubname=yokohama-api-reference&ft:locale=en-US). 2. The system pushes the Glide snapshot and event type in the staging table, which acts as a queue. 3. The producer framework picks the event and converts it to a TMF 688 complaint event payload. To learn more about the producer framework, see [Using the producer framework for outbound notifications](https://servicenow-prod.fluidtopics.net/j5Cuho9GEJT0IQWuRp0zCw "The producer framework picks the event from the ServiceNow instance and sends the outbound notification to the external system. You can consume the details of the notification from the messaging service that is installed in your external system."). 4. The topic picker mechanism determines the topics, which are compatible with the event type. Topic picker performs the following steps to check the compatibility of the topics: 1. The System scans the topics that have the Type field set as Egress in the topic table. 2. The system checks the header query and content query of all egress topics and matches the compatibility with the event payload. {#trouble-ticket-workflow-using-pub-sub-model__ol_dk3_v1b_d1c}To learn more details about how to customize the existing topic picker mechanism, see [OpenMessageBusEventPublisherOOB - Scoped](https://www.servicenow.com/docs/access?context=OpenMsgBusEvtPubScopedAPI&version=yokohama&pubname=yokohama-api-reference&ft:locale=en-US). 5. The system sends the list of compatible topics and event payload to the spoke selector. 6. The spoke selector, which the customer has configured, invokes the REST step that is configured for each topic and sends to the message bus REST Proxy in the external system. To learn more about the method for sending messages to the spoke selector, see [OpenMessageBusEventPublisherOOB - Scoped](https://www.servicenow.com/docs/access?context=OpenMsgBusEvtPubScopedAPI&version=yokohama&pubname=yokohama-api-reference&ft:locale=en-US) and [Configure the Producer Event Notification Framework to use the Open Message Bus](https://www.servicenow.com/docs/access?context=prod_evt_not-dev_gd-cfg_open_bus&version=yokohama&pubname=yokohama-api-reference&ft:locale=en-US). 7. The customers can consume the message in their message bus REST Proxy. {#trouble-ticket-workflow-using-pub-sub-model__ol_or2_xmm_szb} **Related topics** * [EventProcessorUtilOOB - Scoped](https://www.servicenow.com/docs/access?context=EventProcessorUtilOOBScopedAPI&version=yokohama&pubname=yokohama-api-reference&ft:locale=en-US) * [EventQueueProcessorOOB - Scoped](https://www.servicenow.com/docs/access?context=EventQueueProcessorOOBScopedAPI&version=yokohama&pubname=yokohama-api-reference&ft:locale=en-US) * [Handling external events using Telecommunications API](https://www.servicenow.com/docs/access?context=telecommunications-api-notification&version=yokohama&pubname=yokohama-telecom-service-ops&ft:locale=en-US)