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Trouble Ticket Attributes Supported by Service Now

 

The following table lists the attributes supported by Service Now.

Table 1: Supported Trouble Ticket Attributes

Trouble Ticket Attribute

Description

Access Right Provided to an External System

troubleTicketKey

Unique key to identify a trouble ticket.

Read access

additionalTroubleInfoList

Describes the reported trouble. It is represented by a set of graphic strings.

Read/write/access

attachmentData

Contains filename and data. The size of the data can be 6 MB (maximum) per attachment Base64 encoded. Attachments can be updated/added through update/create trouble ticket. If file name is not displayed, it is derived from the data. It will be assumed the name of the file in the attachment data will be the name of the file. If the attachment data has no file name, the attachment data will be given an arbitrary file name as attachment_1 and so on.

Only upload access

closeOutNarr

Provides additional information regarding the trouble report closure.

Read/write access

relatedTroubleTicketKeyList

Provides a list of related TRs.

Read access

troubleDescription

Provides a summary of the PR.

Write access is provided only at the first attempt. For all subsequent updates, only read access is provided.

baseState

Indicates the state of a ticket/case.

Read/write access

baseStatus

Indicates the status of a ticket/case

Read/write access

troubleDetectionTime

Indicates when the trouble was detected.

Read/write access

cancelRequestedByCustomer

Indicates whether the customer has requested to cancel the case. Cancellation request is not permitted if the case is already cleared or closed. The case is closed when a cancellation request is granted.

Write access

closeOutVerification

Indicates whether the customer has verified the resolution, denied the resolution, or taken no action.

Write access

customerTroubleNum

Specifies the internal number assigned to the customer (example, the number that is assigned by a customer's trouble administration system). It allows the customer to access the TTR with this internal number.

Read/write access

basePreferredPriority

Specifies the urgency of the resolution required by the customer. Its value can be undefined, minor, major, or serious.

Read/write access

SuspectObjectList

Provides the list of objects that may be the underlying cause of the trouble. This list should be used to pass the device serial number.

Read/write access