Trouble Ticket Events Supported by Service Now
You can track a trouble ticket or a trouble ticket item that is created, modified or deleted, by means of notifications. Service Now supports the WS-BaseNotification (a standard defined by OASIS) to receive events (notifications).
To receive events through a Web Service, you need to subscribe to the server-side web service. The server-side web service implements administration tasks to manage the subscription. The client-side service implements methods to receive events.
The JSR91 standard events implemented by Service Now are described as follows:
TroubleTicketCreateEvent—The trouble ticket management system publishes this event when a trouble ticket is created. This event must be the first event published for a specific trouble ticket.
Supported attributes: The trouble ticket must contain all the attributes listed in table Trouble Ticket Attributes Supported by Service NowThe trouble ticket must contain a value for the trouble ticket key to identify the trouble ticket.
TroubleTicketAttributeValueChangeEvent—The trouble ticket management system publishes this event when the value of a trouble ticket attribute is modified. This includes update, closure or cancellation of a trouble ticket as well as changes during the execution of a trouble ticket.
Supported attributes: This event includes all the attributes listed in Trouble Ticket Attributes Supported by Service Now. This event is published when a trouble ticket item is associated to or disassociated from a trouble ticket and also when the baseState or the baseStatus attributes are modified. This event must contain a value for the troubleTicketValue attribute and the value must contains all new values of the modified attributes. Attributes that are not changed are not populated.
TroubleTicketStatusChangeEvent—The trouble ticket management system publishes this event when the status of a trouble ticket is changed. When the status of the trouble ticket changes, both TroubleTicketAttributeValueChangeEvent and TroubleTicketStatusChangeEvent are published. This event is published when the values of the baseState and the baseStatus attributes are modified.
Supported attributes: The event contains the mandatory attribute troubleTicketKey that holds the key value of the affected trouble ticket, and the baseState and the baseStatus attributes that hold the state value of the new trouble ticket.
TroubleTicketCloseOutEvent—The trouble ticket management system publishes this event when a trouble ticket is closed.
Supported attributes: This event extends the event type TroubleTicketStatusChangeEvent and thus contains the same attributes used in TroubleTicketStatusChangeEvent, and is used in the same method as TroubleTicketStatusChangeEvent. The mandatory attributes baseState and baseStatus contain the new values. The other attribute value of a trouble ticket contains the history information of the closed trouble ticket. This includes the change of state due to a closed or an updated operation as well as changes during the execution of a trouble ticket implementation.