07/09/2022, 22:52 Api | Case API - ServiceNow Developers

Version: Quebec

REST API Reference

ServiceNow provides extensive access to instances through a set of RESTful APIs. Below
you will find a list of the available endpoints with the latest information. For more information
about a particular endpoint, click on it in the left pane to view a description of the endpoint,
applicable query parameters, a sample request in multiple formats, and a sample response
payload.

Additionally, you can discover these APIs from within your instance by using the REST API
Explorer. If you don't find an API that meets your needs you can create custom REST APIs
on ServiceNow using our Scripted REST API feature as of the Geneva release.

ServiceNow REST APIs support Basic Authentication and OAuth 2.0 to authenticate
requests.

ServiceNow REST APIs are versioned. Use the version selector shown in the lower left
corner of this page to choose which version of the documentation you would like to see.

Case API
The Case REST API enables you to retrieve and update Customer Service Management (CSM) case
records.

In addition, you can generate new social media profile records when creating a case.

The Case API requires the Customer Service plugin (com.sn_customerservice) and is provided
within the sn_customerservice namespace.

Users require the csm_ws_integration role for full API access. External users with the
sn_customerservice.customer or sn_customerservice.consumer roles can access the case API
endpoints.

GET /sn_customerservice/case/{id}/activities
Retrieves the activity stream for a specified Customer Service Management (CSM) case.

Use this endpoint to retrieve all entries from the activity stream for a specified record from the Case
[sn_customerservice_case] table.

To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or

sn_customerservice.consumer role.

Note: You can reference all sysparm query parameters using either their full name or their shortened
name (without the sysparm_ prefix). For example, for sysparm_limit you can also use limit.

URL Format

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Name Value

Default URL /api/sn_customerservice/case/{id}/activities

Versioned URL /api/sn_customerservice/{api_version}/case/{id}/activities

Path parameters

Name Description

Optional. Version of the endpoint to access. For example, v1 or v2. Only

specify this value to use an endpoint version other than the latest.
api_version
Data type: String

Sys_id or case number of the case to retrieve. Located in the Case

[sn_customerservice_case] table. Results will be unpredictable if a specified
id case number is shared by two or more cases.

Data type: String

Query parameters

Name Description

Filters the type of activities to return from the activity stream. The
[Link] parameter contains the activity type for each activity.
For example:

sysparm_activity_type=attachment
sysparm_activity_type=work_notes
sysparm_activity_type
sysparm_activity_type=attachment,work_notes
sysparm_ activity_type=attachment,work_notes,comments

Data type: String

Default: Returns all types of activity.

Maximum number of records to return. Unusually large sysparm_limit values

can impact system performance. For requests that exceed this number of
sysparm_limit records, use the sysparm_offset parameter to paginate record retrieval.

Data type: Number

Starting record index for which to begin retrieving records. Use this value to
paginate record retrieval. This functionality enables the retrieval of all
records, regardless of the number of records, in small manageable chunks.

For example, the first time you call this endpoint, sysparm_offset is set to "0".
To simply page through all available records, use
sysparm_offset=sysparm_offset+sysparm_limit , until you reach the end
sysparm_offset
of all records.

Do not pass a negative number in the sysparm_offset parameter.

Data type: Number

Default: 0

Request body parameters (XML or JSON)

Name Description

None

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Headers

The following request and response headers apply to this HTTP action only, or apply to this action in
a distinct way. For a list of general headers used in the REST API, see Supported REST API headers
([Link]
rest/concept/c_RESTAPI.html).

Request headers

Header Description

Data format of the response body. Supported types: application/json or

application/xml.
Accept
Default: application/json

Response headers

Header Description

REST response data can be split into multiple result sets. Where applicable,
the response header contains different links for the first set, previous set,
next set, and the last set of records.

For example:

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=40&sysparm_limit=10000>;rel="next" ,
Link
[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=40&sysparm_limit=10000>;rel="prev" ,

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=0&sysparm_limit=10000>;rel="first" ,

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=2780&sysparm_limit=10000>;rel="last"

Response header showing the total number of records matching the request
X-Total-Count
when the sysparm_limit or sysparm_offset query parameters are specified.

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the
REST API, see REST response codes ([Link]
development/page/integrate/inbound-rest/reference/r_RESTAPIHTTPResponseCodes.html).

Status codes

Status code Description

200 Successful. The request was successfully processed.

401 Unauthorized. The user credentials are incorrect or have not been passed.

404 Not found. The requested item was not found.

500 Internal Server Error. A logic error on the server-side code occurred.

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Response body parameters (JSON or XML)

URL Format

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Name Description

Case number for the CSM case.

display_value
Data type: String

Array of objects in which each object represents an activity stream entry from
the CSM case.

Data type: Array

"entries": [
{
"attachment": {Object},
"contains_code": Boolean,
"element": "String",
"field_label": "String",
entries
"initials": "String",
"login_name": "String",
"name": "String",
"sys_created_on": "String",
"sys_created_on_adjusted": "String",
"sys_id": "String",
"user_sys_id": "String",
"value": "String"
}
]

Description of a file attached to the CSM case in the activity stream entry.

Data type: Object

"attachment": {
"average_image_color": "String",
"content_type": "String",
"file_name": "String",
"image_height": Number,
[Link] "image_path": "String",
"image_width": Number,
"path": "String",
"size": "String",
"size_bytes": Number,
"state": "String",
"sys_id": "String",
"thumbnail_path": "String"
}

Hexadecimal representation of average color for image attachment.

[Link].average_image_
color
Data type: String

MIME type for the attachment.

Examples include:

application/pdf
[Link].content_type image/jpeg
message/rfc822

Data type: String

File name for the attachment.

[Link].file_name
Data type: String

Height of image attachment in pixels.

[Link].image_height
Data type: Number

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Direct download link for image attachment.

[Link].image_path
Data type: String

Width of image attachment in pixels.

[Link].image_width
Data type: Number

Direct link to the attachment.

[Link]
Data type: String

Size of the attachment.

Examples:

[Link] 157.7 KB
2.2 MB

Data type: String

Size of the attachment.

[Link].size_bytes Data type: Number

Unit: Bytes

State of the attachment record in the Attachment [sys_attachment] table.

Possible values:

Available
[Link] Available Conditionally
Not available
Pending

Data type: String

Sys_id for the attachment. Located in the Attachment [sys_attachment] table.

[Link].sys_id
Data type: String

Direct download link for thumbnail of image attachment.

[Link].thumbnail_path
Data type: String

Flag that indicates whether the activity stream entry contains code or not.
Possible values:

entries.contains_code true: The activity stream entry contains code.

false: The activity stream entry does not contain code.

Data type: Boolean

Name for the journal field associated with the activity stream entry. Located in
Dictionary Entries [sys_dictionary] table.
[Link]
Data type: String

Display name for the journal field associated with the activity stream entry.
entries.field_label
Data type: String

Initials of the user who created the activity stream entry.

[Link]
Data type: String

Full user name for the user who created the activity stream entry.
entries.login_name
Data type: String

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Full user name for the user who created the activity stream entry.
[Link]
Data type: String

Date and time of creation for the activity stream entry, expressed in GMT
timezone.
entries.sys_created_on Data type: String

Format: YYYY-MM-DD hh:mm:ss

Date and time of creation for the activity stream entry, expressed in logged-in
user timezone.
entries.sys_created_on_adjusted Data type: String

Format: YYYY-MM-DD hh:mm:ss

Sys_id for the activity stream entry.

entries.sys_id
Data type: String

Sys_id for user who created the activity stream entry. Located in User
[sys_user] table.
entries.user_sys_id
Data type: String

Value for this journal entry.

[Link]
Data type: String

Array of objects in which each object represents a journal field present in the
Case table from which activity entries are drawn.

Data type: Array

"journal_fields": [
{
journal_fields "can read": Boolean,
"can_write": Boolean,
"color": "String",
"label": "String",
"name": "String"
}
]

Flag that indicates whether the logged-in user can read this journal field or
not.
Possible values:
journal_fields.can_read true: The logged-in user can read this journal field.
false: The logged-in user cannot read this journal field.

Data type: Boolean

Flag that indicates whether the logged-in user can write to the journal field or
not.
Possible values:
journal_fields.can_write true: The logged-in user can write to this journal field.
false: The logged-in user cannot write to this journal field.

Data type: Boolean

Color that represents the journal field in case activity stream on Now
Platform.
journal_fields.color
Data type: String

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Display name for the journal field.

journal_fields.label
Data type: String

Name for the journal field. Located in Dictionary Entries [sys_dictionary]

table.
journal_fields.name
Data type: String

Display label for the table in which the CSM case record appears.

label Possible value: Case

Data type: String

Case number for the CSM case.

number
Data type: String

Short description for the CSM case.

short_description
Data type: String

Date and time of case creation, expressed in GMT timezone.

sys_created_on Data type: String

Format: YYYY-MM-DD hh:mm:ss

Date and time of case creation, expressed in logged-in user timezone.

sys_created_on_adjusted Data type: String

Format: YYYY-MM-DD hh:mm:ss

Sys_id for the CSM case. Located in the Case [sn_customerservice_case]

table.
sys_id
Data type: String

Name of the table in which the CSM case appears.

table Possible value: sn_customerservice_case

Data type: String

Direct link to get thumbnail for attachment (only for attachment of type
images.)
thumbnail_path
Data type: String

Full name for logged-in user.

user_full_name
Data type: String

User ID for logged-in user.

user_login
Data type: String

Sys_id for logged-in user. Located in User [sys_user] table.

user_sys_id
Data type: String

Curl

Retrieve the complete activity stream for a CSM case by sys_id.

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curl --request GET '[Link]

--request GET \
--header 'Accept: application/json' \
--user 'username':'password'

The shows a single activity stream entry for the specified case, an Additional comments journal entry
submitted by the agent.

{
"result": {
"display_value": "CS0001401",
"sys_id": "f352dc9387632300d6b0a7da0acb0b60",
"short_description": "Laptop is not working properly",
"number": "CS0001401",
"entries": [
{
"sys_created_on_adjusted": "2020-05-04 14:15:44",
"sys_id": "600b6e4adb241010d045232d1396196a",
"login_name": "John Jason",
"user_sys_id": "da419c1fc312310015519f2974d3ae15",
"initials": "JJ",
"sys_created_on": "2020-05-04 21:15:44",
"contains_code": "false",
"field_label": "Additional comments",
"name": "John Jason",
"value": "Hi, Alex. Can you please send me a photo of the label on your laptop so we can send you the correct replacement?",
"element": "comments"
}
],
"user_sys_id": "b1e0989f87232300d6b0a7da0acb0beb",
"user_full_name": "Mark Johnson",
"user_login": "admin",
"label": "Case",
"table": "sn_customerservice_case",
"journal_fields": [
{
"can_read": true,
"color": "transparent",
"can_write": true,
"name": "comments",
"label": "Additional comments"
},
{
"can_read": true,
"color": "gold",
"can_write": true,
"name": "work_notes",
"label": "Work notes"
}
],
"sys_created_on": "2019-02-15 21:57:04",
"sys_created_on_adjusted": "2019-02-15 13:57:04"
}
}

Python

Retrieve the fourth and fifth activity stream entries for a CSM case by case number.

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# Install requests package for python

import requests

# Set the API endpoint URL for the request

url = "[Link]

# Set the user credentials

user = "username"
pwd = "password"

# Set the query parameters

params = {
"sysparm_offset": 3,
"sysparm_limit": 2
}

# Set the HTTP headers

headers = {"Accept": "application/xml"}

# Issue the HTTP request

response = [Link](url, auth=(user, pwd), params=params, headers=headers)

# Check for HTTP status codes other than 200

if response.status_code != 200:
print("Status:", response.status_code, "Headers:", [Link], "Error Response:", [Link])
exit()

# Decode the XML response into a dictionary and use the data
print([Link])

# Print value of X-Total-Count HTTP response header

print("X-Total-Count:", [Link]('x-total-count'))

The XML includes the two requested activity stream entries from the CSM case, including an image
attachment and an email message attachment.

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<?xml version="1.0" encoding="UTF-8"?>

<response>
<result>
<display_value>CS0030245</display_value>
<short_description>Urgent issue, can't send email</short_description>
<label>Case</label>
<sys_id>cf866683c303310fb12d9f2974d3ae1f</sys_id>
<number>CS0030245</number>
<sys_created_on_adjusted>2020-05-04 17:00:00</sys_created_on_adjusted>
<entries>
<sys_created_on_adjusted>2020-05-04 12:38:09</sys_created_on_adjusted>
<sys_id>8a526e421be010102ebcdb56ec4bcb89</sys_id>
<login_name>Alex Linde</login_name>
<user_sys_id>[Link]</user_sys_id>
<attachment>
<path>[Link]</path>
<sys_id>8a526e421be010102ebcdb56ec4bcb89</sys_id>
<thumbnail_path>[Link]?t=small</thumbnail_path>
<size_bytes>8298</size_bytes>
<image_height>183</image_height>
<content_type>image/jpeg</content_type>
<size>8.1 KB</size>
<file_name>[Link]</file_name>
<image_path>[Link]?t=large</image_path>
<state>available</state>
<image_width>275</image_width>
<average_image_color>#9f896d</average_image_color>
</attachment>
<initials>AL</initials>
<sys_created_on>2020-05-04 17:38:09</sys_created_on>
<name>user@customer</name>
<element>attachment</element>
</entries>
<entries>
<sys_created_on_adjusted>2020-05-04 12:06:51</sys_created_on_adjusted>
<sys_id>672bda0a1ba010102ebcdb56ec4bcb09</sys_id>
<login_name>Alex Linde</login_name>
<user_sys_id>[Link]</user_sys_id>
<attachment>
<path>[Link]</path>
<sys_id>672bda0a1ba010102ebcdb56ec4bcb09</sys_id>
<size_bytes>161442</size_bytes>
<content_type>message/rfc822</content_type>
<size>157.7 KB</size>
<file_name>[Link]</file_name>
<state>available</state>
</attachment>
<initials>AL</initials>
<sys_created_on>2020-05-04 17:06:51</sys_created_on>
<name>user@customer</name>
<element>attachment</element>
</entries>
<user_sys_id>6816f79cc0a8016401c5a33be04be441</user_sys_id>
<sys_created_on>2020-05-04 12:00:00</sys_created_on>
<user_full_name>System Administrator</user_full_name>
<user_login>admin</user_login>
<table>sn_customerservice_case</table>
<journal_fields>
<can_read>true</can_read>
<color>transparent</color>
<can_write>true</can_write>
<name>comments</name>
<label>Additional comments</label>
</journal_fields>
<journal_fields>
<can_read>true</can_read>
<color>gold</color>
<can_write>true</can_write>
<name>work_notes</name>
<label>Work notes</label>
</journal_fields>
</result>
</response>

GET /sn_customerservice/case/field_values/{field_name}

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Retrieves the list of possible field values for a choice or reference field in the Case
[sn_customerservice_case] table.

To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or

sn_customerservice.consumer role.

Use this endpoint to populate field value lists in case creation forms.

When you request values for a reference field, any reference qualifiers defined for the requested field
in the Dictionary Entry [sys_dictionary] table are applied. For more information on reference
qualifiers, see Reference qualifiers ([Link]
administration/page/script/server-scripting/concept/c_ReferenceQualifiers.html).

You can use the sysparm_ref_qual_input query parameter to specify field values to use when
evaluating JavaScript reference qualifiers. For an example, see the query parameter listing below.

When you request values for a choice field that is dependent on another field, you can use the
sysparm_dependent_value query parameter to specify a value for the dependency parent field and
restrict the returned field values accordingly. For more details on dependent fields, see Make a field
dependent ([Link]
administration/task/t_MakingAFieldDependent.html).

Note: You can reference all sysparm query parameters using either their full name or their shortened
name (without the sysparm_ prefix). For example, for sysparm_limit you can also use limit.

URL Format

Name Value

Default URL /api/sn_customerservice/case/field_values/{field_name}

Versioned URL /api/sn_customerservice/{api_version}/case/field_values/{field_name}

Path parameters

Name Description

Optional. Version of the endpoint to access. For example, v1 or v2. Only

specify this value to use an endpoint version other than the latest.
api_version
Data type: String

Name of a choice or reference field in the Case [sn_customerservice_case]

table.
field_name
Data type: String

Query parameters

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Name Description

Value to select in the Case [sn_customerservice_case] table choice field that

the requested field is dependent on. Use only when requesting a choice field
that is dependent on another field.

As an example, suppose you create a custom Channel Instance choice field

in the Case table which is dependent on the default Channel choice field.
When sysparm_dependent_value is not specified, this endpoint returns the
sysparm_dependent_value full set of values for your custom field. To instead return only the subset of
custom field values that are available when the Phone CSM channel is
chosen from the Channel field, specify:

sysparm_dependent_value=Phone

Data type: String

Maximum number of records to return. Unusually large sysparm_limit values

can impact system performance. For requests that exceed this number of
sysparm_limit records, use the sysparm_offset parameter to paginate record retrieval.

Data type: Number

Starting record index for which to begin retrieving records. Use this value to
paginate record retrieval. This functionality enables the retrieval of all
records, regardless of the number of records, in small manageable chunks.

For example, the first time you call this endpoint, sysparm_offset is set to "0".
To simply page through all available records, use
sysparm_offset=sysparm_offset+sysparm_limit , until you reach the end
sysparm_offset
of all records.

Do not pass a negative number in the sysparm_offset parameter.

Data type: Number

Default: 0

Comma-separated list of column names, from the table of the specified

reference field, to return in the response. For example, if Contact is the
specified reference field, you would include a list of all the fields in the
sysparm_reference_field_columns
Contact table to return.

Data type: String

Encoded query used to filter the result set. Queries defined using this
parameter are appended to any encoded queries produced by reference
qualifiers.

For example:

(sysparm_query=caller_id=javascript:[Link]()^active=true)

The encoded query supports order by. To sort responses based on certain
fields, use the ORDERBY and ORDERBYDESC clauses in sysparm_query.
For example,
sysparm_query=active=true^ORDERBYnumber^ORDERBYDESCcategory filters
sysparm_query all active records and orders the results in ascending order by number first,
and then in descending order by category.

If part of the query is invalid, such as by specifying an invalid field name, the
instance ignores the invalid part. It then returns rows using only the valid
portion of the query. You can control this behavior using the property
glide.invalid_query.returns_no_rows. Set this property to true to return no
rows on an invalid query.
Note: The glide.invalid_query.returns_no_rows property controls the behavior
of all queries across the instance, such as in lists, scripts
([Link]()), and web service APIs.

Data type: String

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Encoded set of field values representing a current object to pass to reference

qualifiers that use JavaScript functions. Use only when requesting a
reference field.

For example, when requesting values from the Asset field, you can set this
query parameter value to return only assets belonging to the specified
product instead of assets belonging to the product associated with the
sysparm_ref_qual_input specified case:

sysparm_ref_qual_input=product=5d1b7bb053401010dc25ddeeff7b129d

Data type: String

Syntax: {field1}={value1}^{field2}={value2}[…]

Request body parameters (XML or JSON)

Name Description

None

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in
a distinct way. For a list of general headers used in the REST API, see Supported REST API headers
([Link]
rest/concept/c_RESTAPI.html).

Request headers

Header Description

Data format of the response body. Supported types: application/json or

application/xml.
Accept
Default: application/json

Response headers

Header Description

REST response data can be split into multiple result sets. Where applicable,
the response header contains different links for the first set, previous set,
next set, and the last set of records.

For example:

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=40&sysparm_limit=10000>;rel="next" ,

Link
[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=40&sysparm_limit=10000>;rel="prev" ,

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=0&sysparm_limit=10000>;rel="first" ,

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=2780&sysparm_limit=10000>;rel="last"

Status codes

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The following status codes apply to this HTTP action. For a list of possible status codes used in the
REST API, see REST response codes ([Link]
development/page/integrate/inbound-rest/reference/r_RESTAPIHTTPResponseCodes.html).

Status codes

Status code Description

200 Successful. The request was successfully processed.

400 Bad Request. A bad request type or malformed request was detected.

401 Unauthorized. The user credentials are incorrect or have not been passed.

Internal server error. An unexpected error occurred while processing the

500
request. The response contains additional information about the error.

Response body parameters (JSON or XML)

URL Format

Name Description

Array of objects in which each object describes a single value for the
requested field.

Data type: Array

"result": [
result
{
"label": "String",
"value": "String"
}
]

Display value for the field value.

[Link]
Data type: String

Field value.
[Link]
Data type: String

Curl

Retrieve values for the contact reference field from all cases:

curl '[Link] \
--request GET \
--header 'Accept: application/json' \
--user 'username':'password'

The displays labels and values for matching contacts:

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{
"result": [
{
"label": "Amy Pascal",
"value": "268e22b0d7300200e5982cf65e6103d3"
},
{
"label": "Marta Hoch",
"value": "8c974d254fb81200025ba3618110c707"
},
{
"label": "Charlie Brown",
"value": "078d399dd7600200e5982cf65e6103a2"
},
{
"label": "Alex Linde",
"value": "60beb5e7d7600200e5982cf65e6103ad"
},
{
"label": "Crissy Stark",
"value": "00189b324f1e0200c0adfe618110c76d"
},
{
"label": "Denis Koch",
"value": "07e6fa386f0331003b3c498f5d3ee4a1"
}
]
}

Python

Retrieve values for the priority choice field from all cases:

# Install requests package for python

import requests

# Set the API endpoint URL for the request

url = '[Link]

# Set the credentials

user = 'username'
pwd = 'password'

# Set the HTTP headers

headers = {"Accept": "application/xml"}

# Issue the HTTP request

response = [Link](url, auth=(user, pwd), headers=headers)

# Check for HTTP status codes other than 200

if response.status_code != 200:
print('Status:', response.status_code, 'Headers:', [Link], 'Error Response:', [Link])
exit()

# Decode the XML response into a dictionary and use the data
print([Link])

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<?xml version="1.0" encoding="UTF-8"?>

<response>
<result>
<label>-- None --</label>
<value/>
</result>
<result>
<label>1 - Critical</label>
<value>1</value>
</result>
<result>
<label>2 - High</label>
<value>2</value>
</result>
<result>
<label>3 - Moderate</label>
<value>3</value>
</result>
<result>
<default_value>true</default_value>
<label>4 - Low</label>
<value>4</value>
</result>
</response>

GET /sn_customerservice/case/{id}/field_values/{field_name}
Retrieves the list of possible field values for a choice or reference field for a specified record in the
Case [sn_customerservice_case] table.

To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or

sn_customerservice.consumer role.

Use this endpoint to populate field value lists in case update forms.

When you request values for a reference field, any reference qualifiers defined for the requested field
in the Dictionary Entry [sys_dictionary] table are applied, using values from the specified case record.
For more information on reference qualifiers, see Reference qualifiers
([Link]
scripting/concept/c_ReferenceQualifiers.html).

You can use the sysparm_ref_qual_input query parameter to override values from the specified case
when evaluating JavaScript reference qualifiers. For an example, see the query parameter listing
below.

When you request values for a choice field that is dependent on another field, this endpoint limits
returned field values based on the dependency parent field value selected in the specified case
record. For more details on dependent fields, see Make a field dependent
([Link]
administration/task/t_MakingAFieldDependent.html).

You can use the sysparm_dependent_value query parameter to override the selection from the
dependency parent field. For an example, see the query parameter listing below.

Note: You can reference all sysparm query parameters using either their full name or their shortened
name (without the sysparm_ prefix). For example, for sysparm_limit you can also use limit.

URL Format

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Name Value

Default URL /api/sn_customerservice/case/{id}/field_values/{field_name}

Versioned URL /api/sn_customerservice/{api_version}/case/{id}/field_values/{field_name}

Path parameters

Name Description

Optional. Version of the endpoint to access. For example, v1 or v2. Only

specify this value to use an endpoint version other than the latest.
api_version
Data type: String

Name of a choice or reference field. Located in the Case

[sn_customerservice_case] table.
field_name
Data type: String

Sys_id of a record. Located in the Case [sn_customerservice_case] table to

use when evaluating reference qualifiers.
id
Data type: String

Query parameters

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Name Description

Value to select in the Case [sn_customerservice_case] table choice field that

the requested field is dependent on. Use only when requesting a choice field
that is dependent on another field.

As an example, suppose you create a custom Channel Instance choice field

in the Case table which is dependent on the default Channel choice field.
When sysparm_dependent_value is not specified, this endpoint returns the
sysparm_dependent_value full set of values for your custom field. To instead return only the subset of
custom field values that are available when the Phone CSM channel is
chosen from the Channel field, specify:

sysparm_dependent_value=Phone

Data type: String

Maximum number of records to return. Unusually large sysparm_limit values

can impact system performance. For requests that exceed this number of
sysparm_limit records, use the sysparm_offset parameter to paginate record retrieval.

Data type: Number

Starting record index for which to begin retrieving records. Use this value to
paginate record retrieval. This functionality enables the retrieval of all
records, regardless of the number of records, in small manageable chunks.

For example, the first time you call this endpoint, sysparm_offset is set to "0".
To simply page through all available records, use
sysparm_offset=sysparm_offset+sysparm_limit , until you reach the end
sysparm_offset
of all records.

Do not pass a negative number in the sysparm_offset parameter.

Data type: Number

Default: 0

Encoded query used to filter the result set. Queries defined using this
parameter are appended to any encoded queries produced by reference
qualifiers.

For example:

(sysparm_query=caller_id=javascript:[Link]()^active=true)

The encoded query supports order by. To sort responses based on certain
fields, use the ORDERBY and ORDERBYDESC clauses in sysparm_query.
For example,
sysparm_query=active=true^ORDERBYnumber^ORDERBYDESCcategory filters
sysparm_query all active records and orders the results in ascending order by number first,
and then in descending order by category.

If part of the query is invalid, such as by specifying an invalid field name, the
instance ignores the invalid part. It then returns rows using only the valid
portion of the query. You can control this behavior using the property
glide.invalid_query.returns_no_rows. Set this property to true to return no
rows on an invalid query.
Note: The glide.invalid_query.returns_no_rows property controls the behavior
of all queries across the instance, such as in lists, scripts
([Link]()), and web service APIs.

Data type: String

Comma-separated list of column names, from the table of the specified

reference field, to return in the response. For example, if Contact is the
specified reference field, you would include a list of all the fields in the
sysparm_reference_field_columns
Contact table to return.

Data type: String

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Encoded set of field values representing a current object to pass to reference

qualifiers that use JavaScript functions. Use only when requesting a
reference field.

For example, when requesting values from the Asset field, you can set this
query parameter value to return only assets belonging to the specified
product instead of assets belonging to the product associated with the
sysparm_ref_qual_input specified case:

sysparm_ref_qual_input=product=5d1b7bb053401010dc25ddeeff7b129d

Data type: String

Syntax: {field1}={value1}^{field2}={value2}[…]

Request body parameters (XML or JSON)

Name Description

None

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in
a distinct way. For a list of general headers used in the REST API, see Supported REST API headers
([Link]
rest/concept/c_RESTAPI.html).

Request headers

Header Description

Data format of the response body. Supported types: application/json or

application/xml.
Accept
Default: application/json

Response headers

Header Description

REST response data can be split into multiple result sets. Where applicable,
the response header contains different links for the first set, previous set,
next set, and the last set of records.

For example:

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=40&sysparm_limit=10000>;rel="next" ,
Link
[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=40&sysparm_limit=10000>;rel="prev" ,

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=0&sysparm_limit=10000>;rel="first" ,

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=2780&sysparm_limit=10000>;rel="last"

Status codes

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The following status codes apply to this HTTP action. For a list of possible status codes used in the
REST API, see REST response codes ([Link]
development/page/integrate/inbound-rest/reference/r_RESTAPIHTTPResponseCodes.html).

Status codes

Status code Description

200 Successful. The request was successfully processed.

400 Bad Request. A bad request type or malformed request was detected.

401 Unauthorized. The user credentials are incorrect or have not been passed.

Internal server error. An unexpected error occurred while processing the

500
request. The response contains additional information about the error.

Response body parameters (JSON or XML)

URL Format

Name Description

Array of objects in which each object describes a single value for the
requested field.

Data type: Array

"result": [
result
{
"label": "String",
"value": "String"
}
]

Display value for the field value.

[Link]
Data type: String

Field value.
[Link]
Data type: String

Curl

Retrieve the contact reference field value for an existing case:

curl '[Link]
--request GET \
--header 'Accept: application/json' \
--user 'username':'password'

The displays the label and value for the contact assigned to the specified case:

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{
"result": [
{
"label": "Alex Linde",
"value": "60beb5e7d7600200e5982cf65e6103ad"
}
]
}

Python

Retrieve values for the asset reference field, using the case with sys_id
4ac73c23c322310015519f2974d3aeee when evaluating reference qualifiers:

# Install requests package for python

import requests

# Set the API endpoint URL for the request

url = '[Link]

# Set the credentials

user = 'username'
pwd = 'password'

# Set the HTTP headers

headers = {"Accept": "application/json"}

# Issue the HTTP request

response = [Link](url, auth=(user, pwd), headers=headers)

# Check for HTTP status codes other than 200

if response.status_code != 200:
print('Status:', response.status_code, 'Headers:', [Link], 'Error Response:', [Link])
exit()

# Decode the JSON response into a dictionary and use the data
print([Link]())

The shows labels and values for all assets belonging to the product associated with the specified
case:

{
"result": [
{
"label": "344-9448 - ACME KX Series - KX5000",
"value": "b8defca16fc331003b3c498f5d3ee4e7"
}
]
}

GET /sn_customerservice/case/{id}
Retrieves the specified Customer Service Management (CSM) case.

To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or

sn_customerservice.consumer role.

Note: You can reference all sysparm query parameters using either their full name or their shortened
name (without the sysparm_ prefix). For example, for sysparm_limit you can also use limit.

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URL Format

Name Value

Default URL /api/sn_customerservice/case/{id}

Versioned URL /api/sn_customerservice/{api_version}/case/{id}

Path parameters

Name Description

Optional. Version of the endpoint to access. For example, v1 or v2. Only

specify this value to use an endpoint version other than the latest.
api_version
Data type: String

Sys_id or case number for the case to retrieve. Located in the Case
[sn_customerservice_case] table. Results will be unpredictable if a specified
id case number is shared by two or more cases.

Data type: String

Query parameters

Name Description

Determines the type of data returned, either the actual values from the
database or the display values of the fields. Display values are manipulated
based on the actual value in the database and user or system settings and
preferences.
If returning display values, the value that is returned is dependent on the field
type.

Choice fields: The database value may be a number, but the display
value will be more descriptive.
Date fields: The database value is in UTC format, while the display
value is based on the user's time zone.
Encrypted text: The database value is encrypted, while the displayed
value is unencrypted based on the user's encryption context.
Reference fields: The database value is sys_id, but the display value is
a display field of the referenced record.
sysparm_display_value
Data type: String

Valid values:

true: Returns the display values for all fields.

false: Returns the actual values from the database.
all: Returns both actual and display values.

Default: false

Note: There is no preferred method for setting this parameter. However,

specifying the display value may cause performance issues since it is not
reading directly from the database and may include referencing other fields
and records. For more information on display values and actual values, see
Table API FAQs (KB0534905). ([Link]
sysparm_article=KB0534905)

Request body parameters (XML or JSON)

Name Description

None

Headers

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The following request and response headers apply to this HTTP action only, or apply to this action in
a distinct way. For a list of general headers used in the REST API, see Supported REST API headers
([Link]
rest/concept/c_RESTAPI.html).

Request headers

Header Description

Data format of the response body. Supported types: application/json or

application/xml.
Accept
Default: application/json

Response headers

Header Description

None

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the
REST API, see REST response codes ([Link]
development/page/integrate/inbound-rest/reference/r_RESTAPIHTTPResponseCodes.html).

Status codes

Status code Description

200 Successful. The request was successfully processed.

Indicates that the request is invalid. Could be due to one of the following
reasons:
404 Requested case does not exist.
User does not have access to the case.

Response body parameters (JSON or XML)

URL Format

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Element Description

Sys_id of the account record associated with the case. Located in the
Account [customer_account] table.
account
Data type: String

Account details.

Data type: Object

"account": {
"account_code": "String",
"account_parent": "String",
"account_path": "String",
"active_escalation": "String",
"apple_icon": Image,
"banner_image": Image,
"banner_image_light": Image,
"banner_text": "String",
"city": "String",
"contact": "String",
"country": "String",
"customer": "String",
"discount": "String",
"fax_phone": "String",
"fiscal_year": "String",
"lat_long_error": "String",
"latitude": "String",
"longitude": "String",
"market_cap": "String",
"name": "String",
"notes": "String",
"num_employees": Number,
"number": "String",
account "parent": "String",
"partner": "String",
"phone": "String",
"primary": Boolean,
"primary_contact": "String",
"profits": Number,
"publicly_traded": Boolean,
"rank_tier": "String",
"registration_code": "String",
"revenue_per_year": Number,
"state": "String",
"stock_price": "String",
"stock_symbol": "String",
"street": "String",
"sys_class_name": "String",
"sys_created_by": "String",
"sys_created_on": "String",
"sys_id": "String",
"sys_mod_count": Number,
"sys_updated_by": "String",
"sys_updated_on": "String",
"theme": "String",
"vendor": Boolean,
"vendor_manager": "String",
"vendor_type": "String",
"website": "String",
"zip": "String
}

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Unique combination of values that an application uses to identify budget

forecasts and budget plans.
account.account_code Data type: String

Maximum length: 255

Sys_id of the parent account of this account. Located in the Account

[customer_account] table.
account.account_parent
Data type: String

Path from the parent to the child accounts in the account hierarchy.

account.account_path Data type: String

Maximum length: 255

Sys_id of the active escalation associated with the account. Located in the
Escalation [sn_customerservice_escalation] table.
account.active_escalation
Data type: String

Icon for iPhone home page bookmarks.

account.apple_icon
Data type: Image

Banner image that appears on the customer portal.

account.banner_image
Data type: Image

Small banner image.

account.banner_image_light
Data type: Image

Banner text that appears on the customer portal.

account.banner_text Data type: String

Maximum length: 4,000

City in which the company that is associated with this account resides.

[Link] Data type: String

Maximum length: 50

Sys_id of a contact record associated with this account. Located in the User
[sys_user] table.
[Link]
Data type: String

Country in which the company that is associated with this account resides.

Data type: String

[Link]
Maximum length: 40

Default: USA

Flag that indicates whether the account is a customer account, as opposed to

a partner account.
Possible values:

true: Customer account

[Link]
false: Partner account

Data type: Boolean

Default: false

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Discount given to the account on purchases.

[Link] Data type: Number

Maximum length: 15

Primary fax phone number for the company associated with this account.

account.fax_phone Data type: String

Maximum length: 40

Fiscal year for the company associated with the account.

account.fiscal_year
Data type: String

Difference in the actual location as compared to latitude and longitude

information.
account.lat_long_error Data type: String

Maximum length: 1,000

Latitude of the company associated with this account.

[Link] Data type: Number (floating point number)

Maximum length: 40

Longitude of the company associated with this account.

[Link] Data type: Number (floating point number)

Maximum length: 40

Flag that indicates whether the company associated with this account
manufactures goods.

Possible values:

[Link] true: Manufactures goods

false: Does not manufacture goods

Data type: Boolean

Default: false

Market value of the associated company's publicly traded stock shares.

account.market_cap Data type: Number (currency)

Maximum length: 20

Name of the company associated with this account.

[Link] Data type: String

Maximum length: 80

Additional information about the company.

[Link] Data type: String

Maximum length: 4,000

Number of people employed by the company.

account.num_employees Data type: Number (Integer)

Maximum length: 40

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Number that identifies this account.

[Link] Data type: String

Maximum length: 40

Sys_id of the parent account of this account. Located in the Company

[core_company] table.
[Link]
Data type: String

Flag that indicates whether the account is a partner account or a customer

account.

Possible values:

[Link] true: Partner account

false: Customer account

Data type: Boolean

Default: false

Primary phone number for the company.

[Link]
Data type: String

Flag that indicates whether this is a primary account.

Possible values:

true: Primary account

[Link]
false: Secondary account

Data type: Boolean

Default: false

Sys_id of the primary contact for the account. Located in the Contact
[customer_contact] table.
account.primary_contact
Data type: String

Profit information entered for this account.

[Link] Data type: Number (Currency)

Maximum length: 40

Flag that indicates whether the company associated with this account is
publicly traded on the stock exchange.

Possible values:
account.publicly_traded
true: Publicly traded
false: Private company

Data type: Boolean

Type of account.

Possible values:

blacklist
strategic
account.rank_tier tactical
valued
other

Data type: String

Maximum length: 40

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Unique code that customers use when requesting a login on the customer
portal. This code provides a method for validating the customer on the
company before granting access.
account.registration_code
Data type: String

Maximum length: 40

Revenue produced by the company associated with this account.

account.revenue_per_year Data type: Number (Currency)

Maximum length: 20

State in which the company resides.

[Link] Data type: String

Maximum length: 40

Price of the company stock.

account.stock_price Data type: String

Maximum length: 40

Stock symbol of the company.

account.stock_symbol Data type: String

Maximum length: 40

Street address of the company.

[Link] Data type: String

Maximum length: 255

Table that contains the associated account record.

account.sys_class_name
Data type: String

User that originally created the account.

account.sys_created_by Data type: String

Maximum length: 40

Date and time that the account was originally created.

account.sys_created_on
Data type: String

Sys_id for the account record.

account.sys_id
Data type: String

Number of times the account information has been updated.

account.sys_mod_count
Data type: Number (Integer)

User that last modified the account information.

account.sys_updated_by Data type: String

Maximum length: 40

Date and time the account information was last updated.

account.sys_updated_on
Data type: String

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Sys_id of the customer portal theme used by this account. Located in the
Theme [sys_ui_theme] table.
[Link]
Data type: String

Flag that indicates whether the company associated with this account is a
vendor.

Possible values:

[Link] true: Vendor

false: Not a vendor

Data type: Boolean

Default: false

List of sys_ids of the vendor managers for the account. Located in the User
[sys_user] table.
account.vendor_manager
Data type: String

List of sys_ids of the type of vendor such as, applications, hardware,

services, or software. Located in the Vendor Type [vendor_type] table.
account.vendor_type
Data type: String

URL of the website for the company.

[Link] Data type: String

Maximum length: 1,024

Zip code of the company.

[Link] Data type: String

Maximum length: 40

Current action status of the associated case.

Possible values:

1: Blocked internally
action_status 2: Blocked by customer
3: Blocked internally and by customer
4: Needs attention

Data type: Number (Integer)

Flag that indicates whether the case is open and active.

Possible values:

true: Case is active

active
false: Case is closed

Data type: Boolean

Default: true

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_account_escalation
Data type: String

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_escalation
Data type: String

Date for which the associated case is expected to be completed.

activity_due
Data type: String

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List of the sys_ids of the additional persons (other than primary assignee)
that have been assigned to the account. Located in the User [sys_user] table.
additional_assignee_list
Data type: Array

Maximum: 4,000

String that describes the type of approval required.

Possible values:

approved
cancelled
duplicate
not_required
approval not requested
rejected
requested

Data type: String

Maximum characters: 40

Default: not requested

List of all approvals associated with the case.

approval_history Data type: String

Maximum characters: 4,000

Date and time that the associated action was approved.

approval_set
Data type: String

Sys_id of the asset record associated with the case. Located in the Asset
[alm_asset] table.
asset
Data type: String

Sys_id of the person assigned to the case. Located in the User [sys_user]
table.
assigned_to
Data type: String

Sys_id of the customer service agent group assigned to the case. Located in
the Group [sys_user_group] table.
assignment_group
Data type: String

Flag that indicates whether the case was automatically generated by another
action/event.

Possible values:
auto_created_case
true: Case was auto generated
false: Case was manually generated

Data type: Boolean

Length in calendar work hours, work days, and work weeks that it took to
complete the case.
business_duration
Data type: String

Impact of the issue on the associated customer.

business_impact Data type: String

Maximum characters: 4,000

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Sys_id of the service record associated with the case. Located in the Service
[cmdb_ci_service] table.
business_service
Data type: String

Case short description and case number.

case Data type: String

Maximum length: 300

Sys_id of the associated case report. Located in the Case Report

[sn_customerservice_case_report] table.
case_report
Data type: String

Case category.

Possible values:

0: Question
category 1: Issue
2: Feature

Data type: Number (Integer)

Default: 1

Details about the cause of the problem.

cause Data type: String

Maximum length: 4,000

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
caused_by
Data type: String

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
change
Data type: String

Flag that indicates whether the case is a child case that was created from a
major case.

Possible values:
child_case_creation_progress
true: Child case created from a major case
false: Not a child case

Data type: Boolean

Date and time that the case was closed.

closed_at
Data type: String

Sys_id of the user that closed the case. Located in the User [sys_user] table.
closed_by
Data type: String

Notes made when the case was closed.

close_notes Data type: String

Maximum length: 4,000

Sys_id of the configuration item associated with the case. Located in the
Configuration Item [cmdb_ci] table.
cmdb_ci
Data type: String

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Additional comments about the case.

comments Data type: String

Maximum length: 4,000

Comments and work notes entered for the case.

comments_and_work_notes Data type: String

Maximum length: 4,000

Sys_id of the company associated with the case. Located in the Company
[core_company] table.
company
Data type: String

Business-to-consumer cases only. Sys_id of the person to contact with

regards to this case. Located in the Consumer [csm_consumer] table.
consumer
Data type: String

consumer Array of parameters for business-to-consumer cases.

Flag that indicates whether the consumer is active.

Possible values:

true: Consumer active

[Link]
false: Consumer de-activated

Data type: Boolean

Default: true

Business phone number of the consumer.

consumer.business_phone Data type: String

Maximum length: 40

City in which the consumer resides.

[Link] Data type: String

Maximum length: 100

Country in which the consumer resides.

[Link] Data type: String

Maximum length: 40

Format in which to display dates.

Valid values:

dd-mm-yyyy
dd/mm/yyyy
[Link]
consumer.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Email address of the consumer.

[Link] Data type: String

Maximum length: 100

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Fax number of the consumer.

[Link] Data type: String

Maximum length: 40

Consumer first name.

consumer.first_name Data type: String

Maximum length: 50

Gender of the consumer.

[Link] Data type: String

Maximum length: 40

Home phone number of the consumer.

consumer.home_phone Data type: String

Maximum length: 40

Sys_id of the record that describes the household characteristics. Located in

the Household [csm_household] table.
[Link]
Data type: String

Consumer last name.

consumer.last_name Data type: String

Maximum length: 50

Consumer middle name.

consumer.middle_name Data type: String

Maximum length: 50

Consumer mobile phone number.

consumer.mobile_phone Data type: String

Maximum length: 40

Consumer full name; first_name+middle_name+last_name.

[Link] Data type: String

Maximum length: 152

Notes on consumer.

[Link] Data type: String

Maximum length: 4,000

Indicates whether the consumer should receive notifications.

Valid values:

1: Disabled
2: Enabled
[Link]
Data type: Integer

Maximum length: 40

Default: 2

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Unique number associated with the consumer.

[Link] Data type: String

Maximum length: 40

Photo of the consumer.

[Link]
Data type: Image

Consumer primary language.

consumer.preferred_language Data type: String

Maximum length: 3

Consumer name prefix such as, Dr., Mr., Mrs., or Ms.

[Link] Data type: String

Maximum length: 40

Flag that indicates whether this is the primary consumer.

Possible values:

true: Primary consumer

[Link]
false: Not primary consumer

Data type: Boolean

Default: false

State in which the consumer resides.

[Link] Data type: String

Maximum length: 100

Consumer street address.

[Link] Data type: String

Maximum length: 255

Consumer name suffix such as Jr., Sr., or II.

[Link]
Data type: String

User that created the consumer record.

consumer.sys_created_by Data type: String

Maximum length: 40

Date and time the consumer record was originally created.

consumer.sys_created_on
Data type: String

ServiceNow domain in which the consumer information resides.

consumer.sys_domain
Data type: String

Unique identifier for the consumer.

consumer.sys_id
Data type: String

Number of times that the associated consumer information has been

modified.
consumer.sys_mod_count
Data type: Integer

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User that last updated the consumer information.

consumer.sys_updated_by Data type: String

Maximum length: 40

Date and time when the consumer information was last updated.
consumer.sys_updated_on
Data type: String

Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
[Link]: [Link] (24 hour)
consumer.time_format
HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: blank (system time format)

Consumer time zone, such as Canada/Central or US/Eastern.

consumer.time_zone Data type: String

Maximum length: 40

Consumer business title such as Manager, Software Developer, or

Contractor.
[Link]
Data type: String

Maximum length: 60

Sys_id of the consumer user. Located in the Consumer User

[csm_consumer_user] table.
[Link]
Data type: String

Consumer zip code.

[Link] Data type: String

Maximum length: 40

Business-to-business based cases only. Sys_id of the person to contact

regarding this case. Located in the Contact [customer_contact] table.
contact
Data type: String

contact Array of contact parameters for business-to-business cases.

Sys_id of the account record to which the contact is associated; Account

[customer_account] table.
[Link]
Data type: String

Flag that indicates whether the contact is active within the system.

Possible values:

true: Contact is active

[Link]
false: Contact is inactive

Data type: Boolean

Default: true

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Status of the agent.

Possible values:

Off work
On break
contact.agent_status
On route
On site

Data type: String

Maximum length: 40

Sys_id of the record that describes the building in which the contact resides;
Building [cmn_building] table.
[Link]
Data type: String

Calendar application that the contact uses.

1: Outlook
contact.calendar_integration
Data type: Number (Integer)

Default: 1

City in which the contact resides.

[Link] Data type: String

Maximum length: 40

Sys_id of the company record to which the contact is associated; Company

[core_company] table.
[Link]
Data type: String

Sys_id of the cost center associated with the contact; Cost Center
[cmn_cost_center] table.
contact.cost_center
Data type: String

Country code of the country in which the contact resides.

[Link] Data type: String

Maximum length: 3

Format in which to display dates to contacts.

Valid values:

dd/mm/yyyy
dd-mm-yyyy
[Link]
contact.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Sys_id of the default perspective for the contact. Located in the Menu List
[sys_perspective] table.
contact.default_perspective
Data type: String

Sys_id of the department associated with the contact. Located in the

Department [cmn_department] table.
[Link]
Data type: String

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Education status of the associated contact.

Data type: String

contact.edu_status
Maximum length: 40

Default: faculty

Contact email address.

[Link]
Data type: String

Contact employee number.

contact.employee_number
Data type: String

Flag that indicates whether multifactor authorization is required for the

contact to log in to the service portal.

Possible values:

contact.enable_multifactor_authn true: Multifactor authorization enabled

false: Multifactor authorization disabled

Data type: Boolean

Default: false

Number of failed log in attempts.

contact.failed_attempts
Data type: Number (Integer)

Contact first name.

contact.first_name Data type: String

Maximum length: 50

Contact gender.

[Link] Data type: String

Maximum length: 40

Flag that indicates whether the contact location is obtained through

geotracking.

Possible values:

contact.geolocation_tracked true: Contact location obtained through geotracking

false: Contact location not obtained through geotracking

Data type: Boolean

Default value: false

Contact home phone number.

contact.home_phone Data type: String

Maximum length: 40

Flag that indicates whether the contact is an internal integration user.

Possible values:

true: Internal integration user

contact.internal_integration_user
false: Other type of user

Data type: Boolean

Default: false

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Introduction

[Link] Data type: String

Maximum length: 40

Date on which the contact last logged into the system.

contact.last_login
Data type: String (Date)

Device the consumer used the last time they logged in to the system.

contact.last_login_device Data type: String

Maximum length: 40

Date and time the contact logged in to the system.

contact.last_login_time
Data type: String (Date/time)

Contact last name.

contact.last_name Data type: String

Maximum length: 50

Date and time the last position was updated.

contact.last_position_update
Data type: String (Date/time)

Latitude coordinate of the contact.

[Link] Data type: Number (Floating point)

Maximum length: 40

Sys_id of the LDAP server used by the contact to last log in to the system;
LDAP Server [ldap_server_config] table.
contact.ldap_server
Data type: String

Sys_id of the record that describes the location of the contact; Location
[cmn_location] table.
[Link]
Data type: String

Flag that indicates if the contact is locked-out.

Possible values:

true: Contact locked-out

contact.locked_out
false: Contact not locked-out

Data type: Boolean

Default: false

Longitude coordinate of the contact.

[Link] Data type: Number (Floating point)

Maximum length: 40

Sys_id of the record that describes the direct supervisor of the contact; User
[sys_user] table.
[Link]
Data type: String

Contact middle name.

contact.middle_name Data type: Number (Floating point)

Maximum length: 50

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Contact mobile phone number.

contact.mobile_phone Data type: String

Maximum length: 40

Contact full name.

[Link] Data type: String

Maximum length: 151

Indicates whether the contact should receive notifications.

Valid values:

1: Disabled
[Link]
2: Enabled

Data type: Number (Integer)

Default: 2

Indicates the timeliness of dispatched service personnel.

Valid values:

Ahead: Ahead of schedule.

behind_less30: Behind schedule, but less than 30 minutes.
contact.on_schedule behind_30to60: Behind schedule between 30 and 60 minutes.
behind_more60: Behind schedule more than 60 minutes.
on_time: On schedule.

Data type: String

Maximum length: 40

Contact business phone number.

[Link] Data type: String

Maximum length: 40

Photo image of the contact.

[Link]
Data type: Image

Country code of the contact primary language.

contact.preferred_language Data type: String

Maximum length: 3

List of user roles associated with the contact.

[Link] Data type: String

Maximum length: 40

Sys_id of the record that describes the work schedule for the associated
contact; Schedule [cmn_schedule] table.
[Link]
Data type: String

Source of the contact.

[Link] Data type: String

Maximum length: 255

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State in which the contact resides.

[Link] Data type: String

Maximum length: 40

Contact street address.

[Link] Data type: String

Maximum length: 255

Table that contains the contact record.

contact.sys_class_name Data type: String

Maximum length: 80

User that originally created the associated contact record.

contact.sys_created_by Data type: String

Maximum length: 40

Data and time the associated contact was originally created.

contact.sys_created_on
Data type: String (Date/time)

ServiceNow instance domain of the associated contact record.

contact.sys_domain
Data type: String

Contact record domain path.

Data type: String

contact.sys_domain_path
Maximum length: 255

Default: / (global)

Unique identifier for the associated contact record.

contact.sys_id
Data type: String

Number of times that the associated contact record has been modified.
contact.sys_mod_count
Data type: Number (Integer)

System tags for the content.

contact.sys_tags
Data type: String

User that last updated the associated contact information.

contact.sys_updated_by Data type: String

Maximum length: 40

Data and time the associated contact information was updated.

contact.sys_updated_on
Data type: String (Date/time)

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Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
[Link]: [Link] (24 hour)
contact.time_format
HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: Blank (system time format)

Sys_id of the record that contains the time sheet policy for the associated
contact; Time Sheet Policy [time_sheet_policy] table.
contact.time_sheet_policy
Data type: String

Time zone in which the contact resides, such as Canada/Central or

US/Eastern.
contact.time_zone
Data type: String

Maximum length: 40

Contact business title such as Manager, Software Developer, or Contractor.

[Link] Data type: String

Maximum length: 60

Contact user ID.

contact.user_name Data type: String

Maximum length: 40

Flag that indicates whether the associated contact has VIP status.

Possible values:

true: VIP
[Link]
false: Not VIP

Data type: Boolean

Default: false

Flag that indicates whether the contact can only access services through the
web.

Possible values:

contact.web_service_access_only true: Web access only

false: Access through all available methods

Data type: Boolean

Default: false

Contact zip code.

[Link] Data type: String

Maximum length: 40

Contact local time.

contact_local_time Data type: String

Maximum length: 70

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Time zone of the contact associated with the case.

contact_time_zone Data type: String

Maximum length: 40

Method in which the case was initially reported.

Possible values:

chat
email
phone
contact_type
social
web

Data type: String

Maximum length: 40

Sys_id of the contract associated with the case. Located in the Contract
[ast_contract] table. This contract contains information about the type of
support that is provided to the company associated to the case. A contract
contract can include a company and contact and the specific assets that are covered.
A contract can also include multiple service entitlements and SLAs.

Data type: String

Correlation display.

correlation_display Data type: String

Maximum length: 100

Correlation identifier.

correlation_id Data type: String

Maximum length: 100

Sys_id of the parent execution plan for this case. Located in the Execution
Plan [sc_cat_item_delivery_plan] table.
delivery_plan
Data type: String

Sys_id of the execution plan task. Located in the Execution Plan Task
[sc_cat_item_delivery_task] table.
delivery_task
Data type: String

Detailed description of the problem associated with the case.

description Data type: String

Maximum length: 4,000

Date that the case is due to be closed.

due_date
Data type: String

Sys_id of the entitlement record associated with the case. Located in the
Entitlement [service_entitlement] table. Entitlements define the type of
support that a customer receives as well as the supported communication
entitlement channels. An entitlement can be associated with a product, an asset, an
account, or a contract.

Data type: String

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Current escalation level.

Possible values:

0: Normal
1: Moderate
escalation
2: High
3: Overdue

Data type: Number (Integer)

Default: 0

Date and time when work is scheduled to begin on the case.

expected_start
Data type: String

Date and time when the first action was taken on the case.
first_response_time
Data type: String

Flag that indicates whether the case should be handed-off for global follow-
up.

If a customer enters additional comments on a Priority 1 - Critical or a Priority

2 - High case, or if the case is escalated, the flag is automatically set to true.

Possible values:
follow_the_sun
true: Case should be handed-off for global follow-up
false: Case should not be handed-off for global follow-up

Data type: Boolean

Default: false

Date and time of the next follow up action.

follow_up
Data type: String

List of sys_ids of the group records associated with the case. Located in the
Group [sys_user_group] table.
group_list
Data type: Array

Impact on customer.

Possible values:

1: High
impact 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

Flag that indicates if there is a knowledge base article available for the
specified issue.

Possible values:

knowledge true: Knowledge base article is available for this issue

false: Knowledge base article is not available for this issue

Data type: Boolean

Default: false

Sys_id of the record describing the company location. Located in the

Location [cmn_location] table.
location
Data type: String

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Flag that indicates whether the case was resolved in alignment with the
associated service level agreement.

Possible values:

made_sla true: Case was resolved in alignment with SLA

false: Case was not resolved according to the SLA

Data type: Boolean

Default: true

Current state of the major case.

Possible values:

accepted: Initial state when a manager creates a major case or when a

manager promotes a candidate case.
canceled: Case is canceled.
major_case_state
proposed: Initial state when an agent or manager creates or proposes a
candidate case.
rejected: Manager rejected candidate case.

Data type: String

Maximum length: 40

Flag that indicates whether the case needs attention.

Possible values:

true: Case needs additional attention

needs_attention
false: Case does not need additional attention

Data type: Boolean

Default: false

Flag that indicates whether to add the resolution notes to the comments.

Possible values:
notes_to_comments true: Resolutions notes, when added, are also added to the comments
false: Resolution notes in comments are not required

Data type: Boolean

Method to use to notify contact/consumer.

Possible values:

1: Do not notify
notify 2: Send email
3: Telephone

Data type: Number (Integer)

Default: 1

Case number.

number Data type: String

Maximum length: 40

Date and time that the case was opened.

opened_at
Data type: String

Sys_id of the person that initially opened the case. Located in the User
[sys_user] table.
opened_by
Data type: String

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Order of the case.

order
Data type: Number (Integer)

Sys_id of the parent case to which this case (child) is associated. Located in
the Task [task] table.
parent
Data type: String

Sys_id of the partner associated with the case. Located in the Account
[customer_account] table.
partner
Data type: String

Sys_id of the partner contact associated with the case. Located in the
Contact [customer_contact] table.
partner_contact
Data type: String

Priority of the case.

Possible values:

1: Critical
2: High
priority 3: Moderate
4: Low

Data type: Number (Integer)

Default: 4

Possible cause of the issue associated with the case.

probable_cause Data type: String

Maximum length: 4,000

Sys_id of the issue that the customer is encountering. Located in the Problem
[problem] table.
problem
Data type: String

Sys_id of the product model of the asset associated to the case. Located in
the Product Model [cmdb_model] table. A model is a specific version or
product configuration of an asset (for example, Apple Mac Book Pro).

Data type: String

Number of times that the case was reassigned to a person that is responsible
for moving the case forward.
reassignment_count Data type: Number (Integer)

Default: 0

Sys_id of the record that contains the list of recipients for communications
about this case. Located in the Recipients List
recipient_list [sn_publications_recipients_list] table.

Data type: String

Sys_id of the task to execute if the case is rejected. Located in the Task [task]
table.
rejection_goto
Data type: String

Resolution state for the case, such as "Solved - Fixed by Support/Guidance

provided".
resolution_code
Data type: String

Maximum length: 40

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Date and time that the case was resolved.

resolved_at
Data type: String

Sys_id of the person that resolved the case. Located in the User [sys_user]
table.
resolved_by
Data type: String

Array of objects in which each object describes a single value for the
requested field.

Data type: Array

"result": [
result
{
"label": "String",
"value": "String"
}
]

Display value for the field value.

[Link]
Data type: String

Field value.
[Link]
Data type: String

Concise description of the case.

short_description Data type: String

Maximum length: 160

List of the unique identifiers (sys_id) of the skills needed to complete the
case. Located in the Skill [cmn_skill] table.
skills
Data type: String

Date/time at which the case must be closed based on the associated service
level agreement.
sla_due
Data type: String

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Array of objects that contain details for a specific social media profile, such as
Facebook, Twitter, or YouTube.

Data type: Array

"sn_app_cs_social_social_profile": [
{
"account": "String",
"channel": [Array],
"contact": {Object},
"consumer": {Object},
"created_on": "String",
"profile": "String",
sn_app_cs_social_social_profile
"profile_url": "String",
"social_id": "String",
"source": "String",
"sys_created_by": "String",
"sys_created_on": "String",
"sys_id": "String",
"sys_mod_count": Number,
"sys_tags": "String",
"sys_updated_by": "String",
"sys_updated_on": "String"
}
]

Unique identifier of the record containing account information for the social
sn_app_cs_social_social_profile.ac media profile. Located in the Account [customer_account] table.
count
Data type: String

Details on the associated social media profile channel.

Data type: Object

"channel": {
"name": "String",
"sys_class_name": "String",
"sys_created_by": "String",
"sys_created_on": "String",
sn_app_cs_social_social_profile.ch
annel "sys_mod_count": Number,
"sys_package": "String",
"sys_policy": "String",
"sys_scope": "String",
"sys_tags": "String",
"sys_update_name": "String",
"sys_updated_by": "String",
"sys_updated_on": "String"
}

Name of the social media channel.

sn_app_cs_social_social_profile.ch Data type: String
[Link]
Maximum length: 100

Table that contains the social media channel record.

sn_app_cs_social_social_profile.ch
Data type: String
annel.sys_class_name
Maximum length: 80

Person that created the social media channel.

sn_app_cs_social_social_profile.ch
Data type: String
annel.sys_created_by
Maximum length: 40

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Date and time the social media profile was created.

sn_app_cs_social_social_profile.ch
Data type: Date/time
annel.sys_created_on
Maximum length: 40

Unique identifier of the associated social media profile channel.

sn_app_cs_social_social_profile.ch
annel.sys_id
Data type: String

Number of times that information was modified for the associated social
sn_app_cs_social_social_profile.ch media profile channel.
annel.sys_mod_count
Data type: Integer

System name of channel.

sn_app_cs_social_social_profile.ch
Data type: String
annel.sys_name
Maximum length: 255

Unique identifier of the record that contains information about the package
sn_app_cs_social_social_profile.ch associated with the profile; Package [sys_package] table.
annel.sys_package
Data type: Reference

System protection policy.

Possible values:

sn_app_cs_social_social_profile.ch protected
annel.sys_policy read

Data type: String

Maximum length: 40

Unique identifier of the record that contains information about the scope of
sn_app_cs_social_social_profile.ch the social profile; Application [sys_scope] table.
annel.sys_scope
Data type: Reference

System tags associated with the channel.

sn_app_cs_social_social_profile.ch
annel.sys_tags
Data type: String

Name of the person that last updated the social media profile channel.
sn_app_cs_social_social_profile.ch
Data type: String
annel.sys_update_name
Maximum length: 250

User that last updated the social media profile channel.

sn_app_cs_social_social_profile.ch
Data type: String
annel.sys_updated_by
Maximum length: 40

Date and time the social media profile channel was last updated.
sn_app_cs_social_social_profile.ch Data type: Date/time
annel.sys_updated_on
Maximum length: 40

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For business-to-consumer cases. Details about the consumer associated

with the case.
Data type: Object

"consumer": {
"active": Boolean,
"business_phone": "String",
"city": "String",
"country": "String",
"date_format": "String",
"email": "String",
"fax": "String",
"first_name": "String",
"gender": "String",
"home_phone": "String",
"household": "String",
"last_name": "String",
"middle_name": "String",
"mobile_phone": "String",
"name": "String",
"notes": "String",
"notification": Number,
sn_app_cs_social_social_profile.co
"number": "String",
nsumer
"photo": Image,
"preferred_language": "String",
"prefix": "String",
"primary": Boolean,
"state": "String",
"street": "String",
"suffix": "String",
"sys_created_by": "String",
"sys_created_on": "String",
"sys_domain": "String",
"sys_id": "String",
"sys_mod_count": Number,
"sys_tags": "String",
"sys_updated_by": "String",
"sys_updated_on": "String",
"time_format": "String",
"time_zone": "String",
"title": "String",
"user": "String",
"zip": "String"
}

Flag that indicates whether the consumer is active.

Possible values:

sn_app_cs_social_social_profile.co true: Consumer active

[Link] false: Consumer de-activated

Data type: Boolean

Default: true

Business phone number of the consumer.

sn_app_cs_social_social_profile.co Data type: String
nsumer.business_phone
Maximum length: 40

City in which the consumer resides.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 100

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Country in which the consumer resides.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Format in which to display dates.

Valid values:

dd-mm-yyyy
dd/mm/yyyy
[Link]
sn_app_cs_social_social_profile.co
nsumer.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Email address of the consumer.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 100

Fax number of the consumer.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Consumer first name.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.first_name
Maximum length: 50

Gender of the consumer.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Home phone number of the consumer.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.home_phone
Maximum length: 40

Sys_id of the record that describes the household characteristics. Located in

sn_app_cs_social_social_profile.co the Household [csm_household] table.
[Link]
Data type: String

Consumer last name.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.last_name
Maximum length: 50

Consumer middle name.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.middle_name
Maximum length: 50

Consumer mobile phone number.

sn_app_cs_social_social_profile.co Data type: String
nsumer.mobile_phone
Maximum length: 40

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Consumer full name; first_name+middle_name+last_name.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 152

Notes on consumer.
sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 4,000

Indicates whether the consumer should receive notifications.

Valid values:

1: Disabled
sn_app_cs_social_social_profile.co 2: Enabled
[Link]
Data type: Integer

Maximum length: 40

Default: 2

Unique number associated with the consumer.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Photo of the consumer.

sn_app_cs_social_social_profile.co
[Link] Data type: Image

Consumer primary language.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.preferred_language
Maximum length: 3

Consumer name prefix such as, Dr., Mr., Mrs., or Ms.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Flag that indicates whether this is the primary consumer.

Possible values:

sn_app_cs_social_social_profile.co true: Primary consumer

[Link] false: Not primary consumer

Data type: Boolean

Default: false

State in which the consumer resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 100

Consumer street address.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 255

Consumer name suffix such as Jr., Sr., or II.

sn_app_cs_social_social_profile.co
[Link]
Data type: String

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User that created the consumer record.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.sys_created_by
Maximum length: 40

Date and time the consumer record was originally created.

sn_app_cs_social_social_profile.co
nsumer.sys_created_on
Data type: String

ServiceNow domain in which the consumer information resides.

sn_app_cs_social_social_profile.co
nsumer.sys_domain Data type: String

Unique identifier for the consumer.

sn_app_cs_social_social_profile.co
nsumer.sys_id
Data type: String

Number of times that the associated consumer information has been

sn_app_cs_social_social_profile.co modified.
nsumer.sys_mod_count
Data type: Integer

sn_app_cs_social_social_profile.co
Consumer system tags.
nsumer.sys_tags

User that last updated the consumer information.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.sys_updated_by
Maximum length: 40

Date and time when the consumer information was last updated.
sn_app_cs_social_social_profile.co
nsumer.sys_updated_on Data type: String

Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
sn_app_cs_social_social_profile.co [Link]: [Link] (24 hour)
nsumer.time_format HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: blank (system time format)

Consumer time zone, such as Canada/Central or US/Eastern.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.time_zone
Maximum length: 40

Consumer business title such as Manager, Software Developer, or

Contractor.
sn_app_cs_social_social_profile.co
[Link] Data type: String

Maximum length: 60

Sys_id of the consumer user. Located in the Consumer User

sn_app_cs_social_social_profile.co [csm_consumer_user] table.
[Link]
Data type: String

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Consumer zip code.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

For business-to-business cases. Unique identifier of the record containing

details about the social media profile that belongs to the contact associated
sn_app_cs_social_social_profile.co
with the case. Located in the Contact [customer_contact] table.
ntact
Data type: String

Sys_id of the account record to which the contact is associated; Account

sn_app_cs_social_social_profile.co [customer_account] table.
[Link]
Data type: String

Flag that indicates whether the contact is active within the system.

Possible values:

sn_app_cs_social_social_profile.co true: Contact is active

[Link] false: Contact is inactive

Data type: Boolean

Default: true

Status of the agent.

Possible values:

Off work
sn_app_cs_social_social_profile.co On break
ntact.agent_status On route
On site

Data type: String

Maximum length: 40

Sys_id of the record that describes the building in which the contact resides;
sn_app_cs_social_social_profile.co Building [cmn_building] table.
[Link]
Data type: String

Calendar application that the contact uses.

1: Outlook
sn_app_cs_social_social_profile.co
ntact.calendar_integration
Data type: Number (Integer)

Default: 1

City in which the contact resides.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Sys_id of the company record to which the contact is associated; Company

sn_app_cs_social_social_profile.co [core_company] table.
[Link]
Data type: String

Sys_id of the cost center associated with the contact; Cost Center
sn_app_cs_social_social_profile.co [cmn_cost_center] table.
ntact.cost_center
Data type: String

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Country code of the country in which the contact resides.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 3

Format in which to display dates to contacts.

Valid values:

dd/mm/yyyy
dd-mm-yyyy
[Link]
sn_app_cs_social_social_profile.co
mm-dd-yyyy
ntact.date_format
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Sys_id of the default perspective for the contact. Located in the Menu List
sn_app_cs_social_social_profile.co [sys_perspective] table.
ntact.default_perspective
Data type: String

Sys_id of the department associated with the contact. Located in the

sn_app_cs_social_social_profile.co Department [cmn_department] table.
[Link]
Data type: String

Education status of the associated contact.

Data type: String

sn_app_cs_social_social_profile.co
ntact.edu_status
Maximum length: 40

Default: faculty

Contact email address.

sn_app_cs_social_social_profile.co
[Link] Data type: String

Contact employee number.

sn_app_cs_social_social_profile.co
ntact.employee_number Data type: String

Flag that indicates whether multifactor authorization is required for the

contact to log in to the service portal.

Possible values:
sn_app_cs_social_social_profile.co true: Multifactor authorization enabled
ntact.enable_multifactor_authn
false: Multifactor authorization disabled

Data type: Boolean

Default: false

Number of failed log in attempts.

sn_app_cs_social_social_profile.co
ntact.failed_attempts
Data type: Number (Integer)

Contact first name.

sn_app_cs_social_social_profile.co
Data type: String
ntact.first_name
Maximum length: 50

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Contact gender.
sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Flag that indicates whether the contact location is obtained through

geotracking.

Possible values:
sn_app_cs_social_social_profile.co true: Contact location obtained through geotracking
ntact.geolocation_tracked
false: Contact location not obtained through geotracking

Data type: Boolean

Default value: false

Contact home phone number.

sn_app_cs_social_social_profile.co
Data type: String
ntact.home_phone
Maximum length: 40

Flag that indicates whether the contact is an internal integration user.

Possible values:

sn_app_cs_social_social_profile.co true: Internal integration user

ntact.internal_itegration_user false: Other type of user

Data type: Boolean

Default: false

Introduction
sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Date on which the contact last logged into the system.

sn_app_cs_social_social_profile.co
ntact.last_login
Data type: String (Date)

Device the consumer used the last time they logged in to the system.
sn_app_cs_social_social_profile.co
Data type: String
ntact.last_login_device
Maximum length: 40

Date and time the contact logged in to the system.

sn_app_cs_social_social_profile.co
ntact.last_login_time
Data type: String (Date/time)

Contact last name.

sn_app_cs_social_social_profile.co Data type: String
ntact.last_name
Maximum length: 50

Date and time the last position was updated.

sn_app_cs_social_social_profile.co
ntact.last_position_update Data type: String (Date/time)

Latitude coordinate of the contact.

sn_app_cs_social_social_profile.co
Data type: Number (Floating point)
[Link]
Maximum length: 40

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Sys_id of the LDAP server used by the contact to last log in to the system;
sn_app_cs_social_social_profile.co LDAP Server [ldap_server_config] table.
ntact.ldap_server
Data type: String

Sys_id of the record that describes the location of the contact; Location
sn_app_cs_social_social_profile.co [cmn_location] table.
[Link]
Data type: String

Flag that indicates if the contact is locked-out.

Possible values:

sn_app_cs_social_social_profile.co true: Contact locked-out

ntact.locked_out false: Contact not locked-out

Data type: Boolean

Default: false

Longitude coordinate of the contact.

sn_app_cs_social_social_profile.co
Data type: Number (Floating point)
[Link]
Maximum length: 40

Sys_id of the record that describes the direct supervisor of the contact; User
sn_app_cs_social_social_profile.co [sys_user] table.
[Link]
Data type: String

Contact middle name.

sn_app_cs_social_social_profile.co
Data type: Number (Floating point)
ntact.middle_name
Maximum length: 50

Contact mobile phone number.

sn_app_cs_social_social_profile.co
Data type: String
ntact.mobile_phone
Maximum length: 40

Contact full name.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 151

Indicates whether the contact should receive notifications.

Valid values:

sn_app_cs_social_social_profile.co 1: Disabled
[Link] 2: Enabled

Data type: Number (Integer)

Default: 2

Indicates the timeliness of dispatched service personnel.

Valid values:

Ahead: Ahead of schedule.

behind_less30: Behind schedule, but less than 30 minutes.
sn_app_cs_social_social_profile.co
behind_30to60: Behind schedule between 30 and 60 minutes.
ntact.on_schedule
behind_more60: Behind schedule more than 60 minutes.
on_time: On schedule.

Data type: String

Maximum length: 40

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Contact business phone number.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Photo image of the contact.

sn_app_cs_social_social_profile.co
[Link]
Data type: Image

Country code of the contact primary language.

sn_app_cs_social_social_profile.co Data type: String
ntact.preferred_language
Maximum length: 3

List of user roles associated with the contact.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Sys_id of the record that describes the work schedule for the associated
sn_app_cs_social_social_profile.co contact; Schedule [cmn_schedule] table.
[Link]
Data type: String

Source of the contact.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 255

State in which the contact resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Contact street address.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 255

Table that contains the contact record.

sn_app_cs_social_social_profile.co
Data type: String
ntact.sys_class_name
Maximum length: 80

User that originally created the associated contact record.

sn_app_cs_social_social_profile.co
Data type: String
ntact.sys_created_by
Maximum length: 40

Data and time the associated contact was originally created.

sn_app_cs_social_social_profile.co
ntact.sys_created_on
Data type: String (Date/time)

ServiceNow instance domain of the associated contact record.

sn_app_cs_social_social_profile.co
ntact.sys_domain Data type: String

Contact record domain path.

Data type: String

sn_app_cs_social_social_profile.co
ntact.sys_domain_path
Maximum length: 255

Default: / (global)

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Unique identifier for the associated contact record.

sn_app_cs_social_social_profile.co
ntact.sys_id Data type: String

Number of times that the associated contact record has been modified.
sn_app_cs_social_social_profile.co
ntact.sys_mod_count
Data type: Number (Integer)

sn_app_cs_social_social_profile.co
Contact system tags.
ntact.sys_tags

User that last updated the associated contact information.

sn_app_cs_social_social_profile.co
Data type: String
ntact.sys_updated_by
Maximum length: 40

Data and time the associated contact information was updated.

sn_app_cs_social_social_profile.co
ntact.sys_updated_on
Data type: String (Date/time)

Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
sn_app_cs_social_social_profile.co [Link]: [Link] (24 hour)
ntact.time_format HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: Blank (system time format)

Sys_id of the record that contains the time sheet policy for the associated
sn_app_cs_social_social_profile.co contact; Time Sheet Policy [time_sheet_policy] table.
ntact.time_sheet_policy
Data type: String

Time zone in which the contact resides, such as Canada/Central or

US/Eastern.
sn_app_cs_social_social_profile.co
ntact.time_zone Data type: String

Maximum length: 40

Contact business title such as Manager, Software Developer, or Contractor.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 60

Contact user ID.

sn_app_cs_social_social_profile.co Data type: String
ntact.user_name
Maximum length: 40

Flag that indicates whether the associated contact has VIP status.

Possible values:

sn_app_cs_social_social_profile.co true: VIP

[Link] false: Not VIP

Data type: Boolean

Default: false

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Flag that indicates whether the contact can only access services through the
web.

Possible values:
sn_app_cs_social_social_profile.co true: Web access only
ntact.web_service_access_only
false: Access through all available methods

Data type: Boolean

Default: false

Contact zip code.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

sn_app_cs_social_social_profile.cre
Date and time the associated social media profile was initially created.
ated_on

Social profile.
sn_app_cs_social_social_profile.pr
Data type: String
ofile
Maximum length: 255

URL to use to access the social media profile.

sn_app_cs_social_social_profile.pr
Data type: String
ofile_url
Maximum length: 1,024

Unique social media account provider identifier for the associated social
media account.
sn_app_cs_social_social_profile.so
cial_id Data type: String

Maximum length: 100

Source of the social profile.

sn_app_cs_social_social_profile.so
Data type: String
urce
Maximum length: 255

User that initially created the social media profile.

sn_app_cs_social_social_profile.sy
Data type: String
s_created_by
Maximum length: 40

Date and time the social media profile was initially created.
sn_app_cs_social_social_profile.sy
s_created_on Data type: String (Date/time)

Unique identifier for the social media profile.

sn_app_cs_social_social_profile.sy
s_id Data type: String

Number of times that information was modified for the associated social
sn_app_cs_social_social_profile.sy media profile.
s_mod_count
Data type: Number (Integer)

sn_app_cs_social_social_profile.sy
Profile system tags.
s_tags

User that initially created the social media profile.

sn_app_cs_social_social_profile.sy
Data type: String
s_updated_by
Maximum length: 40

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User that initially created the social media profile.

sn_app_cs_social_social_profile.sy
Data type: String
s_updated_on
Maximum length: 40

Current state of the case.

Possible values:

1: New
3: Closed
state 6: Resolved
10: Open
18: Awaiting Info

Data type: Number (Integer)

Default: 1

Case subcategory.

Possible values:

subcategory 0: Question

Data type: Number (Integer)

Default: 0

Sys_id of the CSM manager assigned to the case. Located in the User
[sys_user] table.
support_manager
Data type: String

Flag that indicates whether there is driver synchronization.

Possible values:
sync_driver true: Driver is synchronized
false: Driver is not synchronized

Data type: Boolean

Table that contains the case record.

sys_class_name Data type: String

Maximum length: 80

Person that initially opened the case.

sys_created_by Data type: String

Maximum length: 40

Date and time when the case was initially created.

sys_created_on
Data type: String

Domain associated with the case.

Data type: String

sys_domain
Maximum length: 32

Default: global

Domain path.

Data type: String

sys_domain_path
Maximum length: 255

Default: /

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Unique identifier for the case.

sys_id Data type: String

Maximum length: 32

Number of updates to the case since it was initially created.

sys_mod_count
Data type: Number (Integer)

sys_tags System tags.

Person that last updated the case.

sys_updated_by Data type: String

Maximum length: 40

Date and time when the case was last updated.

sys_updated_on
Data type: String

Total amount of time worked on the case.

time_worked
Data type: String

Action to take if the case is approved.

Possible values:

do_nothing
proceed
upon_approval
Data type: String

Maximum length: 40

Default: proceed

Action to take if the case is rejected.

Possible values:

cancel
goto
upon_reject
Data type: String

Maximum length: 40

Default: cancel

Urgency of the case.

Possible values:

1: High
urgency 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

Additional user input.

user_input Data type: String

Maximum length: 4,000

variable_pool Grouping of variables.

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Name-value pairs of variables associated with the case.

variables Data type: String

Maximum length: 40

List of sys_ids of the users who receive notifications about this case when
additional comments are added or if the state of a case is changed to
watch_list Resolved or Closed. Located in the User [sys_user] table.

Data type: Array

Sys_id of the workflow activity record associated with the case. Located in
the Workflow Activity [wf_activity] table.
wf_activity
Data type: String

Date and time work ended on the case.

work_end
Data type: String

Information about how to resolve the case, or steps taken to resolve it.

work_notes Data type: String

Maximum length: 4,000

List of sys_ids of the internal users who receive notifications about this case
when work notes are added. Located in the User [sys_user] table.
work_notes_list
Data type: Array

Date and time that work started on the case.

work_start
Data type: String

Curl

curl "[Link] \
--request GET \
--header "Accept:application/json" \
--user "username":"password"

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{
"result": {
"parent": "",
"caused_by": "",
"watch_list": "",
"active_escalation": "",
"upon_reject": "cancel",
"sys_updated_on": "2018-06-18 00:14:43",
"support_manager": "",
"approval_history": "",
"skills": "",
"number": "CS0000871",
"problem": "",
"state": "10",
"case": "Acme Analytics performance degradation​
CS0000871",
"sys_created_by": "[Link]",
"knowledge": "false",
"order": "",
"cmdb_ci": "",
"delivery_plan": "",
"impact": "3",
"contract": "",
"active": "true",
"work_notes_list": "",
"auto_created_case": "false",
"priority": "1",
"sys_domain_path": "/",
"rejection_goto": "",
"first_response_time": "",
"business_duration": "",
"group_list": "",
"child_case_creation_progress": "false",
"sync_driver": "false",
"approval_set": "",
"wf_activity": "",
"short_description": "Acme Analytics performance degradation",
"correlation_display": "",
"delivery_task": "",
"work_start": "",
"recipient_list": "",
"additional_assignee_list": "",
"notify": "1",
"sys_class_name": "sn_customerservice_case",
"closed_by": "",
"follow_up": "",
"contact_local_time": "",
"sn_app_cs_social_social_profile": "",
"reassignment_count": "0",
"contact_time_zone": "",
"notes_to_comments": "false",
"assigned_to": "da419c1fc312310015519f2974d3ae15",
"product": "4c84a024c3211200bb779f2974d3aef6",
"variables": "",
"variable_pool": "",
"hierarchical_variables": "variable_pool",
"sla_due": "",
"change": "",
"comments_and_work_notes": "",
"partner": "",
"escalation": "0",
"upon_approval": "proceed",
"partner_contact": "",
"correlation_id": "",
"asset": "",
"made_sla": "true",
"resolved_by": "",
"sys_updated_by": "[Link]",
"opened_by": "da419c1fc312310015519f2974d3ae15",
"user_input": "",
"sys_created_on": "2018-06-18 00:14:39",
"contact": "",
"sys_domain": "global",
"closed_at": "",
"follow_the_sun": "false",
"entitlement": "",
"business_service": "",
"business_impact": "Acme Anaytics performance is extremely slow. Customers are not able to use it. ",
"time_worked": "",
"expected_start": "",
"opened_at": "2018-06-18 00:14:39",
"work_end": "",
"resolved_at": "",
"case_report": "27329dbe64f01300964fae39b050e93c",

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"subcategory": "0",
"work_notes": "",
"assignment_group": "",
"cause": "",
"description": "",
"calendar_duration": "",
"close_notes": "",
"sys_id": "ba325dbe64f01300964fae39b050e9a6",
"contact_type": "web",
"resolution_code": "",
"probable_cause": "",
"urgency": "3",
"company": "",
"major_case_state": "accepted",
"consumer": "",
"activity_due": "",
"comments": "",
"approval": "not requested",
"due_date": "",
"sys_mod_count": "2",
"sys_tags": "",
"active_account_escalation": "",
"location": "",
"category": "1",
"account": ""
}
}

Python

This request retrieves a case, with sysparm_display_value set to "all" to retrieve display and literal
field values.

# Install requests package for python

import requests

# Set the API endpoint URL for the request

url = '[Link]

# Set the credentials

user = 'username'
pwd = 'password'

# Set the query parameters

params = {"sysparm_display_value": "all"}

# Set the HTTP headers

headers = {"Accept": "application/xml"}

# Issue the HTTP request

response = [Link](url, auth=(user, pwd), params=params, headers=headers)

# Check for HTTP status codes other than 200

if response.status_code != 200:
print('Status:', response.status_code, 'Headers:', [Link], 'Error Response:', [Link])
exit()

# Decode the XML response into a dictionary and use the data
print([Link])

Because sysparm_display_value is set to "all", the includes literal values and display values for each
field. Removing this parameter or setting its value to "false" retrieves literal database values.

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<?xml version="1.0" encoding="UTF-8"?>

<response>
<result>
<parent>
<display_value/>
<name>parent</name>
<label>Parent</label>
<type>reference</type>
<value>null</value>
</parent>
<caused_by>
<display_value/>
<name>caused_by</name>
<label>Caused by Change</label>
<type>reference</type>
<value>null</value>
</caused_by>
<watch_list>
<display_value/>
<name>watch_list</name>
<label>Watch list</label>
<type>glide_list</type>
<value>null</value>
</watch_list>
<active_escalation>
<display_value/>
<name>active_escalation</name>
<label>Active escalation</label>
<type>reference</type>
<value>null</value>
</active_escalation>
<upon_reject>
<display_value>Cancel all future Tasks</display_value>
<name>upon_reject</name>
<label>Upon reject</label>
<type>string</type>
<value>cancel</value>
</upon_reject>
<sys_updated_on>
<display_value>2020-03-17 08:51:51</display_value>
<name>sys_updated_on</name>
<label>Updated</label>
<type>glide_date_time</type>
<value>2020-03-17 15:51:51</value>
</sys_updated_on>
<support_manager>
<display_value/>
<name>support_manager</name>
<label>Support Manager</label>
<type>reference</type>
<value>null</value>
</support_manager>
<approval_history>
<display_value/>
<name>approval_history</name>
<label>Approval history</label>
<type>journal</type>
<value/>
</approval_history>
<skills>
<display_value/>
<name>skills</name>
<label>Skills</label>
<type>glide_list</type>
<value>null</value>
</skills>
<number>
<display_value>CS0009003</display_value>
<name>number</name>
<label>Number</label>
<type>string</type>
<value>CS0009003</value>
</number>
<problem>
<display_value/>
<name>problem</name>
<label>Problem</label>
<type>reference</type>
<value>null</value>
</problem>
<initiated_as_request>
<display_value>false</display_value>
<name>initiated_as_request</name>

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<label>Initiated as request</label>
<type>boolean</type>
<value>0</value>
</initiated_as_request>
<state>
<display_value>Open</display_value>
<name>state</name>
<label>State</label>
<type>integer</type>
<value>10</value>
</state>
<case>
<display_value>I have a pending change request\xe2\x80\x8bCS0009003</display_value>
<name>case</name>
<label>Case</label>
<type>composite_field</type>
<value>I have a pending change request\xe2\x80\x8bCS0009003</value>
</case>
<sys_created_by>
<display_value>admin</display_value>
<name>sys_created_by</name>
<label>Created by</label>
<type>string</type>
<value>admin</value>
</sys_created_by>
<knowledge>
<display_value>false</display_value>
<name>knowledge</name>
<label>Knowledge</label>
<type>boolean</type>
<value>0</value>
</knowledge>
<order>
<display_value/>
<name>order</name>
<label>Order</label>
<type>integer</type>
<value>null</value>
</order>
<assigned_on>
<display_value/>
<name>assigned_on</name>
<label>Assigned on</label>
<type>glide_date_time</type>
<value/>
</assigned_on>
<cmdb_ci>
<display_value/>
<name>cmdb_ci</name>
<label>Configuration item</label>
<type>reference</type>
<value>null</value>
</cmdb_ci>
<delivery_plan>
<display_value/>
<name>delivery_plan</name>
<label>Delivery plan</label>
<type>reference</type>
<value>null</value>
</delivery_plan>
<impact>
<display_value>3 - Low</display_value>
<name>impact</name>
<label>Impact</label>
<type>integer</type>
<value>3</value>
</impact>
<contract>
<display_value/>
<name>contract</name>
<label>Contract</label>
<type>reference</type>
<value>null</value>
</contract>
<active>
<display_value>true</display_value>
<name>active</name>
<label>Active</label>
<type>boolean</type>
<value>1</value>
</active>
<work_notes_list>
<display_value/>
<name>work_notes_list</name>
<label>Work notes list</label>

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<type>glide_list</type>
<value>null</value>
</work_notes_list>
<auto_created_case>
<display_value>false</display_value>
<name>auto_created_case</name>
<label>Auto Created Case</label>
<type>boolean</type>
<value>null</value>
</auto_created_case>
<priority>
<display_value>4 - Low</display_value>
<name>priority</name>
<label>Priority</label>
<type>integer</type>
<value>4</value>
</priority>
<sys_domain_path>
<display_value>/</display_value>
<name>sys_domain_path</name>
<label>Domain Path</label>
<type>domain_path</type>
<value>/</value>
</sys_domain_path>
<rejection_goto>
<display_value/>
<name>rejection_goto</name>
<label>Rejection goto</label>
<type>reference</type>
<value>null</value>
</rejection_goto>
<first_response_time>
<display_value/>
<name>first_response_time</name>
<label>First Response Time</label>
<type>glide_date_time</type>
<value/>
</first_response_time>
<business_duration>
<display_value/>
<name>business_duration</name>
<label>Business duration</label>
<type>glide_duration</type>
<value/>
</business_duration>
<group_list>
<display_value/>
<name>group_list</name>
<label>Group list</label>
<type>glide_list</type>
<value>null</value>
</group_list>
<child_case_creation_progress>
<display_value>false</display_value>
<name>child_case_creation_progress</name>
<label>Child Case creation progress</label>
<type>boolean</type>
<value>null</value>
</child_case_creation_progress>
<sync_driver>
<display_value>false</display_value>
<name>sync_driver</name>
<label>Sync Driver</label>
<type>boolean</type>
<value>0</value>
</sync_driver>
<internal_contact>
<display_value/>
<name>internal_contact</name>
<label>Internal Contact</label>
<type>reference</type>
<value>null</value>
</internal_contact>
<approval_set>
<display_value/>
<name>approval_set</name>
<label>Approval set</label>
<type>glide_date_time</type>
<value/>
</approval_set>
<wf_activity>
<display_value/>
<name>wf_activity</name>
<label>Workflow activity</label>
<type>reference</type>

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<value>null</value>
</wf_activity>
<needs_attention>
<display_value>false</display_value>
<name>needs_attention</name>
<label>Needs attention</label>
<type>boolean</type>
<value>0</value>
</needs_attention>
<universal_request>
<display_value/>
<name>universal_request</name>
<label>Universal Request</label>
<type>reference</type>
<value>null</value>
</universal_request>
<short_description>
<display_value>I have a pending change request</display_value>
<name>short_description</name>
<label>Short description</label>
<type>string</type>
<value>I have a pending change request</value>
</short_description>
<correlation_display>
<display_value/>
<name>correlation_display</name>
<label>Correlation display</label>
<type>string</type>
<value>null</value>
</correlation_display>
<delivery_task>
<display_value/>
<name>delivery_task</name>
<label>Delivery task</label>
<type>reference</type>
<value>null</value>
</delivery_task>
<work_start>
<display_value/>
<name>work_start</name>
<label>Actual start</label>
<type>glide_date_time</type>
<value/>
</work_start>
<hierarchical_variables>
<display_value>variable_pool</display_value>
<name>hierarchical_variables</name>
<label>hierarchical_variables</label>
<type>variables</type>
<value>variable_pool</value>
</hierarchical_variables>
<recipient_list>
<display_value/>
<name>recipient_list</name>
<label>Affected Customers</label>
<type>reference</type>
<value>null</value>
</recipient_list>
<additional_assignee_list>
<display_value/>
<name>additional_assignee_list</name>
<label>Additional assignee list</label>
<type>glide_list</type>
<value>null</value>
</additional_assignee_list>
<variable_pool>
<display_value/>
<name>variable_pool</name>
<label>Variables</label>
<type>variables</type>
<value>null</value>
</variable_pool>
<notify>
<display_value>Do Not Notify</display_value>
<name>notify</name>
<label>Notify</label>
<type>integer</type>
<value>1</value>
</notify>
<sys_class_name>
<display_value>Case</display_value>
<name>sys_class_name</name>
<label>Task type</label>
<type>sys_class_name</type>
<value>sn_customerservice_case</value>

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</sys_class_name>
<service_offering>
<display_value/>
<name>service_offering</name>
<label>Service offering</label>
<type>reference</type>
<value>null</value>
</service_offering>
<closed_by>
<display_value/>
<name>closed_by</name>
<label>Closed by</label>
<type>reference</type>
<value>null</value>
</closed_by>
<follow_up>
<display_value/>
<name>follow_up</name>
<label>Follow up</label>
<type>glide_date_time</type>
<value/>
</follow_up>
<contact_local_time>
<display_value/>
<name>contact_local_time</name>
<label>Contact Local Time</label>
<type>string</type>
<value>null</value>
</contact_local_time>
<sn_app_cs_social_social_profile>null</sn_app_cs_social_social_profile>
<reassignment_count>
<display_value>1</display_value>
<name>reassignment_count</name>
<label>Reassignment count</label>
<type>integer</type>
<value>1</value>
</reassignment_count>
<contact_time_zone>
<display_value>null</display_value>
<name>contact_time_zone</name>
<label>Contact time zone</label>
<type>choice</type>
<value>null</value>
</contact_time_zone>
<notes_to_comments>
<display_value>false</display_value>
<name>notes_to_comments</name>
<label>Add resolution notes to comments</label>
<type>boolean</type>
<value>0</value>
</notes_to_comments>
<assigned_to>
<display_value>System Administrator</display_value>
<name>assigned_to</name>
<label>Assigned to</label>
<type>reference</type>
<value>6816f79cc0a8016401c5a33be04be441</value>
</assigned_to>
<product>
<display_value/>
<name>product</name>
<label>Product</label>
<type>reference</type>
<value>null</value>
</product>
<variables>
<display_value/>
<name>variables</name>
<label>Variables</label>
<type>variables</type>
<value>null</value>
</variables>
<sla_due>
<display_value>UNKNOWN</display_value>
<name>sla_due</name>
<label>SLA due</label>
<type>due_date</type>
<value/>
</sla_due>
<change>
<display_value>CHG0040007</display_value>
<name>change</name>
<label>Change Request</label>
<type>reference</type>
<value>c83c5e5347c12200e0ef563dbb9a7190</value>

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</change>
<comments_and_work_notes>
<display_value>2018-10-11 12:12:43 - System Administrator (Work notes)\nChange [code]&lt;a href=\'/change_request.do?sys_id=c83c5e5
<name>comments_and_work_notes</name>
<label>Comments and Work notes</label>
<type>journal_list</type>
<value/>
</comments_and_work_notes>
<stage>
<display_value>null</display_value>
<name>stage</name>
<label>Stage</label>
<type>choice</type>
<value>null</value>
</stage>
<partner>
<display_value/>
<name>partner</name>
<label>Partner</label>
<type>reference</type>
<value>null</value>
</partner>
<escalation>
<display_value>Normal</display_value>
<name>escalation</name>
<label>Escalation</label>
<type>integer</type>
<value>0</value>
</escalation>
<upon_approval>
<display_value>Proceed to Next Task</display_value>
<name>upon_approval</name>
<label>Upon approval</label>
<type>string</type>
<value>proceed</value>
</upon_approval>
<partner_contact>
<display_value/>
<name>partner_contact</name>
<label>Partner Contact</label>
<type>reference</type>
<value>null</value>
</partner_contact>
<correlation_id>
<display_value/>
<name>correlation_id</name>
<label>Correlation ID</label>
<type>string</type>
<value>null</value>
</correlation_id>
<asset>
<display_value/>
<name>asset</name>
<label>Asset</label>
<type>reference</type>
<value>null</value>
</asset>
<made_sla>
<display_value>true</display_value>
<name>made_sla</name>
<label>Made SLA</label>
<type>boolean</type>
<value>1</value>
</made_sla>
<sn_esign_document>
<display_value/>
<name>sn_esign_document</name>
<label>E-signature document</label>
<type>reference</type>
<value>null</value>
</sn_esign_document>
<task_effective_number>
<display_value>CS0009003</display_value>
<name>task_effective_number</name>
<label>Effective number</label>
<type>string</type>
<value>CS0009003</value>
</task_effective_number>
<resolved_by>
<display_value/>
<name>resolved_by</name>
<label>Resolved by</label>
<type>reference</type>
<value>null</value>
</resolved_by>

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<sys_updated_by>
<display_value>admin</display_value>
<name>sys_updated_by</name>
<label>Updated by</label>
<type>string</type>
<value>admin</value>
</sys_updated_by>
<opened_by>
<display_value>System Administrator</display_value>
<name>opened_by</name>
<label>Opened by</label>
<type>reference</type>
<value>6816f79cc0a8016401c5a33be04be441</value>
</opened_by>
<user_input>
<display_value/>
<name>user_input</name>
<label>User input</label>
<type>user_input</type>
<value/>
</user_input>
<sys_created_on>
<display_value>2018-10-11 12:11:34</display_value>
<name>sys_created_on</name>
<label>Created</label>
<type>glide_date_time</type>
<value>2018-10-11 19:11:34</value>
</sys_created_on>
<contact>
<country>
<display_value>null</display_value>
<name>country</name>
<label>Country code</label>
<type>string</type>
<value>null</value>
</country>
<calendar_integration>
<display_value>Outlook</display_value>
<name>calendar_integration</name>
<label>Calendar integration</label>
<type>integer</type>
<value>1</value>
</calendar_integration>
<last_position_update>
<display_value/>
<name>last_position_update</name>
<label>Last position update</label>
<type>glide_date_time</type>
<value/>
</last_position_update>
<last_login_time>
<display_value/>
<name>last_login_time</name>
<label>Last login time</label>
<type>glide_date_time</type>
<value/>
</last_login_time>
<last_login_device>
<display_value/>
<name>last_login_device</name>
<label>Last login device</label>
<type>string</type>
<value>null</value>
</last_login_device>
<source>
<display_value/>
<name>source</name>
<label>Source</label>
<type>string</type>
<value>null</value>
</source>
<sys_updated_on>
<display_value>2018-08-15 13:45:45</display_value>
<name>sys_updated_on</name>
<label>Updated</label>
<type>glide_date_time</type>
<value>2018-08-15 20:45:45</value>
</sys_updated_on>
<building>
<display_value/>
<name>building</name>
<label>Building</label>
<type>reference</type>
<value>null</value>
</building>

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<web_service_access_only>
<display_value>false</display_value>
<name>web_service_access_only</name>
<label>Web service access only</label>
<type>boolean</type>
<value>0</value>
</web_service_access_only>
<notification>
<display_value>Enable</display_value>
<name>notification</name>
<label>Notification</label>
<type>integer</type>
<value>2</value>
</notification>
<sys_updated_by>
<display_value>admin</display_value>
<name>sys_updated_by</name>
<label>Updated by</label>
<type>string</type>
<value>admin</value>
</sys_updated_by>
<enable_multifactor_authn>
<display_value>false</display_value>
<name>enable_multifactor_authn</name>
<label>Enable Multifactor Authentication</label>
<type>boolean</type>
<value>0</value>
</enable_multifactor_authn>
<sys_created_on>
<display_value>2018-08-15 13:45:45</display_value>
<name>sys_created_on</name>
<label>Created</label>
<type>glide_date_time</type>
<value>2018-08-15 20:45:45</value>
</sys_created_on>
<sys_domain>
<display_value>global</display_value>
<name>sys_domain</name>
<label>Domain</label>
<type>domain_id</type>
<value>global</value>
</sys_domain>
<agent_status>
<display_value>null</display_value>
<name>agent_status</name>
<label>Work agent status</label>
<type>choice</type>
<value>null</value>
</agent_status>
<state>
<display_value/>
<name>state</name>
<label>State / Province</label>
<type>string</type>
<value>null</value>
</state>
<vip>
<display_value>false</display_value>
<name>vip</name>
<label>VIP</label>
<type>boolean</type>
<value>0</value>
</vip>
<sys_created_by>
<display_value>admin</display_value>
<name>sys_created_by</name>
<label>Created by</label>
<type>string</type>
<value>admin</value>
</sys_created_by>
<longitude>
<display_value/>
<name>longitude</name>
<label>Longitude</label>
<type>float</type>
<value>null</value>
</longitude>
<zip>
<display_value/>
<name>zip</name>
<label>Zip / Postal code</label>
<type>string</type>
<value>null</value>
</zip>
<home_phone>

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<display_value/>
<name>home_phone</name>
<label>Home phone</label>
<type>ph_number</type>
<value>null</value>
</home_phone>
<time_format>
<display_value>null</display_value>
<name>time_format</name>
<label>Time format</label>
<type>string</type>
<value>null</value>
</time_format>
<last_login>
<display_value/>
<name>last_login</name>
<label>Last login</label>
<type>glide_date</type>
<value/>
</last_login>
<default_perspective>
<display_value/>
<name>default_perspective</name>
<label>Default perspective</label>
<type>reference</type>
<value>null</value>
</default_perspective>
<geolocation_tracked>
<display_value>false</display_value>
<name>geolocation_tracked</name>
<label>Geolocation tracked</label>
<type>boolean</type>
<value>0</value>
</geolocation_tracked>
<active>
<display_value>true</display_value>
<name>active</name>
<label>Active</label>
<type>boolean</type>
<value>1</value>
</active>
<time_sheet_policy>
<display_value/>
<name>time_sheet_policy</name>
<label>Time sheet policy</label>
<type>reference</type>
<value>null</value>
</time_sheet_policy>
<sys_domain_path>
<display_value>/</display_value>
<name>sys_domain_path</name>
<label>Domain Path</label>
<type>domain_path</type>
<value>/</value>
</sys_domain_path>
<transaction_log>
<display_value/>
<name>transaction_log</name>
<label>Transaction log</label>
<type>string</type>
<value>null</value>
</transaction_log>
<phone>
<display_value/>
<name>phone</name>
<label>Business phone</label>
<type>ph_number</type>
<value>null</value>
</phone>
<cost_center>
<display_value/>
<name>cost_center</name>
<label>Cost center</label>
<type>reference</type>
<value>null</value>
</cost_center>
<name>
<display_value>Amy Chen</display_value>
<name>name</name>
<label>Name</label>
<type>string</type>
<value>Amy Chen</value>
</name>
<employee_number>
<display_value/>

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<name>employee_number</name>
<label>Employee number</label>
<type>string</type>
<value>null</value>
</employee_number>
<gender>
<display_value>null</display_value>
<name>gender</name>
<label>Gender</label>
<type>string</type>
<value>null</value>
</gender>
<city>
<display_value/>
<name>city</name>
<label>City</label>
<type>string</type>
<value>null</value>
</city>
<hr_integration_source>
<display_value/>
<name>hr_integration_source</name>
<label>HR Integration source</label>
<type>reference</type>
<value>null</value>
</hr_integration_source>
<user_name>
<display_value/>
<name>user_name</name>
<label>User ID</label>
<type>string</type>
<value>null</value>
</user_name>
<failed_attempts>
<display_value/>
<name>failed_attempts</name>
<label>Failed login attempts</label>
<type>integer</type>
<value>null</value>
</failed_attempts>
<edu_status>
<display_value>Faculty</display_value>
<name>edu_status</name>
<label>EDU Status</label>
<type>string</type>
<value>faculty</value>
</edu_status>
<latitude>
<display_value/>
<name>latitude</name>
<label>Latitude</label>
<type>float</type>
<value>null</value>
</latitude>
<roles>
<display_value/>
<name>roles</name>
<label>Roles</label>
<type>user_roles</type>
<value>null</value>
</roles>
<title>
<display_value/>
<name>title</name>
<label>Title</label>
<type>string</type>
<value>null</value>
</title>
<sys_class_name>
<display_value>Contact</display_value>
<name>sys_class_name</name>
<label>Class</label>
<type>sys_class_name</type>
<value>customer_contact</value>
</sys_class_name>
<sys_id>
<displayValue>b88d14843bc02300bfe04d72f3efc4cd</displayValue>
<label>Sys ID</label>
<type>GUID</type>
<value>b88d14843bc02300bfe04d72f3efc4cd</value>
</sys_id>
<internal_integration_user>
<display_value>false</display_value>
<name>internal_integration_user</name>
<label>Internal Integration User</label>

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<type>boolean</type>
<value>0</value>
</internal_integration_user>
<ldap_server>
<display_value/>
<name>ldap_server</name>
<label>LDAP server</label>
<type>reference</type>
<value>null</value>
</ldap_server>
<mobile_phone>
<display_value/>
<name>mobile_phone</name>
<label>Mobile phone</label>
<type>ph_number</type>
<value>null</value>
</mobile_phone>
<street>
<display_value/>
<name>street</name>
<label>Street</label>
<type>multi_two_lines</type>
<value>null</value>
</street>
<company>
<display_value>Advances Super Computing</display_value>
<name>company</name>
<label>Company</label>
<type>reference</type>
<value>dc5dd0843bc02300bfe04d72f3efc41e</value>
</company>
<department>
<display_value/>
<name>department</name>
<label>Department</label>
<type>reference</type>
<value>null</value>
</department>
<first_name>
<display_value>Amy</display_value>
<name>first_name</name>
<label>First name</label>
<type>string</type>
<value>Amy</value>
</first_name>
<preferred_language>
<display_value>null</display_value>
<name>preferred_language</name>
<label>Language</label>
<type>string</type>
<value>null</value>
</preferred_language>
<introduction>
<display_value>null</display_value>
<name>introduction</name>
<label>Prefix</label>
<type>string</type>
<value>null</value>
</introduction>
<email>
<display_value>[Link]@[Link]</display_value>
<name>email</name>
<label>Email</label>
<type>email</type>
<value>[Link]@[Link]</value>
</email>
<manager>
<display_value/>
<name>manager</name>
<label>Manager</label>
<type>reference</type>
<value>null</value>
</manager>
<locked_out>
<display_value>false</display_value>
<name>locked_out</name>
<label>Locked out</label>
<type>boolean</type>
<value>0</value>
</locked_out>
<sys_mod_count>
<display_value>0</display_value>
<name>sys_mod_count</name>
<label>Updates</label>
<type>integer</type>

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<value>0</value>
</sys_mod_count>
<last_name>
<display_value>Chen</display_value>
<name>last_name</name>
<label>Last name</label>
<type>string</type>
<value>Chen</value>
</last_name>
<photo>
<display_value/>
<name>photo</name>
<label>Photo</label>
<type>user_image</type>
<value>null</value>
</photo>
<avatar>
<display_value/>
<name>avatar</name>
<label>Avatar</label>
<type>user_image</type>
<value>null</value>
</avatar>
<sys_tags>
<display_value/>
<name>sys_tags</name>
<label>Tags</label>
<type>related_tags</type>
<value/>
</sys_tags>
<middle_name>
<display_value/>
<name>middle_name</name>
<label>Middle name</label>
<type>string</type>
<value>null</value>
</middle_name>
<time_zone>
<display_value>null</display_value>
<name>time_zone</name>
<label>Time zone</label>
<type>string</type>
<value>null</value>
</time_zone>
<schedule>
<display_value/>
<name>schedule</name>
<label>Schedule</label>
<type>reference</type>
<value>null</value>
</schedule>
<on_schedule>
<display_value>null</display_value>
<name>on_schedule</name>
<label>On schedule</label>
<type>choice</type>
<value>null</value>
</on_schedule>
<correlation_id>
<display_value/>
<name>correlation_id</name>
<label>Correlation ID</label>
<type>string</type>
<value>null</value>
</correlation_id>
<date_format>
<display_value>null</display_value>
<name>date_format</name>
<label>Date format</label>
<type>string</type>
<value>null</value>
</date_format>
<location>
<display_value/>
<name>location</name>
<label>Location</label>
<type>reference</type>
<value>null</value>
</location>
<account>
<display_value>Advances Super Computing</display_value>
<name>account</name>
<label>Account</label>
<type>reference</type>
<value>dc5dd0843bc02300bfe04d72f3efc41e</value>

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</account>
</contact>
<sys_domain>
<display_value>global</display_value>
<name>sys_domain</name>
<label>Domain</label>
<type>domain_id</type>
<value>global</value>
</sys_domain>
<route_reason>
<display_value/>
<name>route_reason</name>
<label>Route reason</label>
<type>integer</type>
<value>null</value>
</route_reason>
<closed_at>
<display_value/>
<name>closed_at</name>
<label>Closed</label>
<type>glide_date_time</type>
<value/>
</closed_at>
<follow_the_sun>
<display_value>false</display_value>
<name>follow_the_sun</name>
<label>Follow the sun</label>
<type>boolean</type>
<value>0</value>
</follow_the_sun>
<entitlement>
<display_value/>
<name>entitlement</name>
<label>Entitlement</label>
<type>reference</type>
<value>null</value>
</entitlement>
<business_service>
<display_value/>
<name>business_service</name>
<label>Service</label>
<type>reference</type>
<value>null</value>
</business_service>
<business_impact>
<display_value/>
<name>business_impact</name>
<label>Business impact</label>
<type>string</type>
<value>null</value>
</business_impact>
<time_worked>
<display_value/>
<name>time_worked</name>
<label>Time worked</label>
<type>timer</type>
<value/>
</time_worked>
<expected_start>
<display_value/>
<name>expected_start</name>
<label>Expected start</label>
<type>glide_date_time</type>
<value/>
</expected_start>
<opened_at>
<display_value>2018-10-11 12:11:28</display_value>
<name>opened_at</name>
<label>Opened</label>
<type>glide_date_time</type>
<value>2018-10-11 19:11:28</value>
</opened_at>
<work_end>
<display_value/>
<name>work_end</name>
<label>Actual end</label>
<type>glide_date_time</type>
<value/>
</work_end>
<resolved_at>
<display_value/>
<name>resolved_at</name>
<label>Resolved</label>
<type>glide_date_time</type>
<value/>

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</resolved_at>
<case_report>
<display_value/>
<name>case_report</name>
<label>Case Report</label>
<type>reference</type>
<value>b7baa59a0b412300c9c86c9037673a64</value>
</case_report>
<subcategory>
<display_value>Question</display_value>
<name>subcategory</name>
<label>Subcategory</label>
<type>integer</type>
<value>0</value>
</subcategory>
<work_notes>
<display_value>2018-10-11 12:12:43 - System Administrator (Work notes)\nChange [code]&lt;a href=\'/change_request.do?sys_id=c83c5e5
<name>work_notes</name>
<label>Work notes</label>
<type>journal_input</type>
<value/>
</work_notes>
<assignment_group>
<display_value>Team Development Code Reviewers</display_value>
<name>assignment_group</name>
<label>Assignment group</label>
<type>reference</type>
<value>cfcbad03d711110050f5edcb9e61038f</value>
</assignment_group>
<cause>
<display_value/>
<name>cause</name>
<label>Cause</label>
<type>string</type>
<value>null</value>
</cause>
<description>
<display_value/>
<name>description</name>
<label>Description</label>
<type>string</type>
<value>null</value>
</description>
<proactive>
<display_value>false</display_value>
<name>proactive</name>
<label>Proactive</label>
<type>boolean</type>
<value>null</value>
</proactive>
<calendar_duration>
<display_value/>
<name>calendar_duration</name>
<label>Duration</label>
<type>glide_duration</type>
<value/>
</calendar_duration>
<close_notes>
<display_value/>
<name>close_notes</name>
<label>Resolution notes</label>
<type>string</type>
<value>null</value>
</close_notes>
<auto_close>
<display_value>false</display_value>
<name>auto_close</name>
<label>Auto close</label>
<type>boolean</type>
<value>null</value>
</auto_close>
<sys_id>
<displayValue>09ba659a0b412300c9c86c9037673af4</displayValue>
<label>Sys ID</label>
<type>GUID</type>
<value>09ba659a0b412300c9c86c9037673af4</value>
</sys_id>
<sn_esign_esignature_configuration>
<display_value/>
<name>sn_esign_esignature_configuration</name>
<label>E-signature template</label>
<type>reference</type>
<value>null</value>
</sn_esign_esignature_configuration>
<contact_type>

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<display_value>Web</display_value>
<name>contact_type</name>
<label>Channel</label>
<type>string</type>
<value>web</value>
</contact_type>
<resolution_code>
<display_value>null</display_value>
<name>resolution_code</name>
<label>Resolution code</label>
<type>string</type>
<value>null</value>
</resolution_code>
<probable_cause>
<display_value/>
<name>probable_cause</name>
<label>Probable cause</label>
<type>string</type>
<value>null</value>
</probable_cause>
<urgency>
<display_value>3 - Low</display_value>
<name>urgency</name>
<label>Urgency</label>
<type>integer</type>
<value>3</value>
</urgency>
<company>
<display_value/>
<name>company</name>
<label>Company</label>
<type>reference</type>
<value>null</value>
</company>
<major_case_state>
<display_value>null</display_value>
<name>major_case_state</name>
<label>Major case state</label>
<type>string</type>
<value>null</value>
</major_case_state>
<consumer>null</consumer>
<activity_due>
<display_value>UNKNOWN</display_value>
<name>activity_due</name>
<label>Activity due</label>
<type>due_date</type>
<value/>
</activity_due>
<action_status>
<display_value>Blocked internally</display_value>
<name>action_status</name>
<label>Action status</label>
<type>integer</type>
<value>1</value>
</action_status>
<comments>
<display_value/>
<name>comments</name>
<label>Additional comments</label>
<type>journal_input</type>
<value/>
</comments>
<approval>
<display_value>Not Yet Requested</display_value>
<name>approval</name>
<label>Approval</label>
<type>string</type>
<value>not requested</value>
</approval>
<due_date>
<display_value/>
<name>due_date</name>
<label>Due date</label>
<type>glide_date_time</type>
<value/>
</due_date>
<sys_mod_count>
<display_value>9</display_value>
<name>sys_mod_count</name>
<label>Updates</label>
<type>integer</type>
<value>9</value>
</sys_mod_count>
<sys_tags>

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<display_value/>
<name>sys_tags</name>
<label>Tags</label>
<type>related_tags</type>
<value/>
</sys_tags>
<active_account_escalation>
<display_value/>
<name>active_account_escalation</name>
<label>Active account escalation</label>
<type>reference</type>
<value>null</value>
</active_account_escalation>
<location>
<display_value/>
<name>location</name>
<label>Location</label>
<type>reference</type>
<value>null</value>
</location>
<category>
<display_value>Issue</display_value>
<name>category</name>
<label>Category</label>
<type>integer</type>
<value>1</value>
</category>
<incident>
<display_value/>
<name>incident</name>
<label>Incident</label>
<type>reference</type>
<value>null</value>
</incident>
<account>
<banner_image_light>
<display_value/>
<name>banner_image_light</name>
<label>UI16 Banner Image</label>
<type>user_image</type>
<value>null</value>
</banner_image_light>
<country>
<display_value>USA</display_value>
<name>country</name>
<label>Country</label>
<type>string</type>
<value>USA</value>
</country>
<parent>
<display_value/>
<name>parent</name>
<label>Parent</label>
<type>reference</type>
<value>null</value>
</parent>
<notes>
<display_value/>
<name>notes</name>
<label>Notes</label>
<type>string</type>
<value>null</value>
</notes>
<stock_symbol>
<display_value/>
<name>stock_symbol</name>
<label>Stock symbol</label>
<type>string</type>
<value>null</value>
</stock_symbol>
<discount>
<display_value/>
<name>discount</name>
<label>Discount</label>
<type>decimal</type>
<value>null</value>
</discount>
<active_escalation>
<display_value/>
<name>active_escalation</name>
<label>Active escalation</label>
<type>reference</type>
<value>null</value>
</active_escalation>
<sys_updated_on>

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<display_value>2018-08-15 14:01:59</display_value>
<name>sys_updated_on</name>
<label>Updated</label>
<type>glide_date_time</type>
<value>2018-08-15 21:01:59</value>
</sys_updated_on>
<apple_icon>
<display_value/>
<name>apple_icon</name>
<label>Apple icon</label>
<type>user_image</type>
<value>null</value>
</apple_icon>
<number>
<display_value>ACCT0010212</display_value>
<name>number</name>
<label>Number</label>
<type>string</type>
<value>ACCT0010212</value>
</number>
<sys_updated_by>
<display_value>admin</display_value>
<name>sys_updated_by</name>
<label>Updated by</label>
<type>string</type>
<value>admin</value>
</sys_updated_by>
<fiscal_year>
<display_value/>
<name>fiscal_year</name>
<label>Fiscal year</label>
<type>glide_date</type>
<value/>
</fiscal_year>
<sys_created_on>
<display_value>2018-08-15 13:44:55</display_value>
<name>sys_created_on</name>
<label>Created</label>
<type>glide_date_time</type>
<value>2018-08-15 20:44:55</value>
</sys_created_on>
<contact>
<display_value/>
<name>contact</name>
<label>Contact</label>
<type>reference</type>
<value>null</value>
</contact>
<stock_price>
<display_value/>
<name>stock_price</name>
<label>Stock price</label>
<type>string</type>
<value>null</value>
</stock_price>
<state>
<display_value>CA</display_value>
<name>state</name>
<label>State / Province</label>
<type>string</type>
<value>CA</value>
</state>
<banner_image>
<display_value/>
<name>banner_image</name>
<label>Banner image</label>
<type>user_image</type>
<value>null</value>
</banner_image>
<sys_created_by>
<display_value>admin</display_value>
<name>sys_created_by</name>
<label>Created by</label>
<type>string</type>
<value>admin</value>
</sys_created_by>
<longitude>
<display_value>-121.9529992</display_value>
<name>longitude</name>
<label>Longitude</label>
<type>float</type>
<value>-121.9529992</value>
</longitude>
<zip>
<display_value>95050</display_value>

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<name>zip</name>
<label>Zip / Postal code</label>
<type>string</type>
<value>95050</value>
</zip>
<profits>
<display_value>$0.00</display_value>
<name>profits</name>
<label>Profits</label>
<type>currency</type>
<value>0</value>
</profits>
<phone>
<display_value>(408) 839-2810</display_value>
<name>phone</name>
<label>Phone</label>
<type>ph_number</type>
<value>(408) 839-2810</value>
</phone>
<fax_phone>
<display_value/>
<name>fax_phone</name>
<label>Fax phone</label>
<type>ph_number</type>
<value>null</value>
</fax_phone>
<name>
<display_value>Advances Super Computing</display_value>
<name>name</name>
<label>Name</label>
<type>string</type>
<value>Advances Super Computing</value>
</name>
<banner_text>
<display_value/>
<name>banner_text</name>
<label>Banner text</label>
<type>string</type>
<value>null</value>
</banner_text>
<account_code>
<display_value>~~~~30</display_value>
<name>account_code</name>
<label>Account Code</label>
<type>string</type>
<value>~~~~30</value>
</account_code>
<primary>
<display_value>false</display_value>
<name>primary</name>
<label>Primary</label>
<type>boolean</type>
<value>0</value>
</primary>
<city>
<display_value>Santa Clara</display_value>
<name>city</name>
<label>City</label>
<type>string</type>
<value>Santa Clara</value>
</city>
<latitude>
<display_value>37.3539663</display_value>
<name>latitude</name>
<label>Latitude</label>
<type>float</type>
<value>37.3539663</value>
</latitude>
<sys_class_name>
<display_value>Account</display_value>
<name>sys_class_name</name>
<label>Class</label>
<type>sys_class_name</type>
<value>customer_account</value>
</sys_class_name>
<manufacturer>
<display_value>false</display_value>
<name>manufacturer</name>
<label>Manufacturer</label>
<type>boolean</type>
<value>0</value>
</manufacturer>
<account_parent>
<display_value/>
<name>account_parent</name>

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<label>Parent Account</label>
<type>reference</type>
<value>null</value>
</account_parent>
<sys_id>
<displayValue>dc5dd0843bc02300bfe04d72f3efc41e</displayValue>
<label>Sys ID</label>
<type>GUID</type>
<value>dc5dd0843bc02300bfe04d72f3efc41e</value>
</sys_id>
<market_cap>
<display_value>$0.00</display_value>
<name>market_cap</name>
<label>Market cap</label>
<type>currency</type>
<value>0</value>
</market_cap>
<num_employees>
<display_value/>
<name>num_employees</name>
<label>Number of employees</label>
<type>integer</type>
<value>null</value>
</num_employees>
<rank_tier>
<display_value>null</display_value>
<name>rank_tier</name>
<label>Rank tier</label>
<type>string</type>
<value>null</value>
</rank_tier>
<street>
<display_value/>
<name>street</name>
<label>Street</label>
<type>multi_two_lines</type>
<value>null</value>
</street>
<vendor>
<display_value>false</display_value>
<name>vendor</name>
<label>Vendor</label>
<type>boolean</type>
<value>0</value>
</vendor>
<lat_long_error>
<display_value/>
<name>lat_long_error</name>
<label>Lat long error</label>
<type>string</type>
<value>null</value>
</lat_long_error>
<theme>
<display_value/>
<name>theme</name>
<label>Theme</label>
<type>reference</type>
<value>null</value>
</theme>
<vendor_type>
<display_value/>
<name>vendor_type</name>
<label>Vendor type</label>
<type>glide_list</type>
<value>null</value>
</vendor_type>
<website>
<display_value/>
<name>website</name>
<label>Website</label>
<type>url</type>
<value>null</value>
</website>
<revenue_per_year>
<display_value>$0.00</display_value>
<name>revenue_per_year</name>
<label>Revenue per year</label>
<type>currency</type>
<value>0</value>
</revenue_per_year>
<publicly_traded>
<display_value>false</display_value>
<name>publicly_traded</name>
<label>Publicly traded</label>
<type>boolean</type>

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<value>0</value>
</publicly_traded>
<sys_mod_count>
<display_value>2</display_value>
<name>sys_mod_count</name>
<label>Updates</label>
<type>integer</type>
<value>2</value>
</sys_mod_count>
<sys_tags>
<display_value/>
<name>sys_tags</name>
<label>Tags</label>
<type>related_tags</type>
<value/>
</sys_tags>
<partner>
<display_value>false</display_value>
<name>partner</name>
<label>Partner</label>
<type>boolean</type>
<value>0</value>
</partner>
<registration_code>
<display_value/>
<name>registration_code</name>
<label>Registration Code</label>
<type>string</type>
<value>null</value>
</registration_code>
<vendor_manager>
<display_value/>
<name>vendor_manager</name>
<label>Vendor manager</label>
<type>glide_list</type>
<value>null</value>
</vendor_manager>
<account_path>
<display_value>~~~~30</display_value>
<name>account_path</name>
<label>Account Path</label>
<type>string</type>
<value>~~~~30</value>
</account_path>
<primary_contact>
<display_value>Amy Chen</display_value>
<name>primary_contact</name>
<label>Primary Contact</label>
<type>reference</type>
<value>b88d14843bc02300bfe04d72f3efc4cd</value>
</primary_contact>
<customer>
<display_value>true</display_value>
<name>customer</name>
<label>Customer</label>
<type>boolean</type>
<value>1</value>
</customer>
</account>
</result>
</response>

GET /sn_customerservice/case
Retrieves a specified set of Customer Service Management (CSM) cases.

To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or

sn_customerservice.consumer role.

Note: You can reference all sysparm query parameters using either their full name or their shortened
name (without the sysparm_ prefix). For example, for sysparm_limit you can also use limit.

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URL Format

Name Value

Default URL /api/sn_customerservice/case

Versioned URL /api/sn_customerservice/{api_version}/case

Path parameters

Name Description

Optional. Version of the endpoint to access. For example, v1 or v2. Only

specify this value to use an endpoint version other than the latest.
api_version
Data type: String

Query parameters

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Name Description

Data retrieval operation for reference and choice fields.

Based on this value, retrieves the display value and/or the actual value from
the database.

Data type: String

Valid values:

true: Returns the display values for all fields

sysparm_display_value false: Returns the actual values from the database
all: Returns both actual and display values

Default: false

Note: There is no preferred method for setting this parameter. However,

specifying the display value may cause performance issues since it is not
reading directly from the database and may include referencing other fields
and records. For more information on display values and actual values, see
Table API FAQs (KB0534905). ([Link]
sysparm_article=KB0534905)

Comma-separated list of fields to return in the response.

sysparm_fields
Data type: String

Maximum number of records to return. Unusually large sysparm_limit values

can impact system performance. For requests that exceed this number of
sysparm_limit records, use the sysparm_offset parameter to paginate record retrieval.

Data type: Number

Starting record index for which to begin retrieving records. Use this value to
paginate record retrieval. This functionality enables the retrieval of all
records, regardless of the number of records, in small manageable chunks.

For example, the first time you call this endpoint, sysparm_offset is set to "0".
To simply page through all available records, use
sysparm_offset=sysparm_offset+sysparm_limit , until you reach the end
sysparm_offset
of all records.

Do not pass a negative number in the sysparm_offset parameter.

Data type: Number

Default: 0

Encoded query used to filter the result set.

For example:

(sysparm_query=caller_id=javascript:[Link]()^active=true)

The encoded query supports order by. To sort responses based on certain
fields, use the ORDERBY and ORDERBYDESC clauses in sysparm_query.
For example,
sysparm_query=active=true^ORDERBYnumber^ORDERBYDESCcategory filters
all active records and orders the results in ascending order by number first,
sysparm_query and then in descending order by category.

If part of the query is invalid, such as by specifying an invalid field name, the
instance ignores the invalid part. It then returns rows using only the valid
portion of the query. You can control this behavior using the property
glide.invalid_query.returns_no_rows. Set this property to true to return no
rows on an invalid query.
Note: The glide.invalid_query.returns_no_rows property controls the behavior
of all queries across the instance, such as in lists, scripts
([Link]()), and web service APIs.

Data type: String

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Whether or not to retrieve fields from reference tables such as account,

contact, consumer, and sn_app_cs_social_social_profile. By default, these
fields are returned if the user has read access to them, but this adds
performance overhead. When retrieving a large number of case records, this
overhead can be eliminated by setting sysparm_reference_fields=false .
sysparm_reference_fields
Data type: Boolean

Default: true

Note: When using this endpoint, you can omit the sysparm_ prefix for this
query parameter and specify it as reference_fields.

Request body parameters (XML or JSON)

Name Description

None

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in
a distinct way. For a list of general headers used in the REST API, see Supported REST API headers
([Link]
rest/concept/c_RESTAPI.html).

Request headers

Header Description

Data format of the response body. Supported types: application/json or

application/xml.
Accept
Default: application/json

Response headers

Header Description

REST response data can be split into multiple result sets. Where applicable,
the response header contains different links for the first set, previous set,
next set, and the last set of records.

For example:

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=40&sysparm_limit=10000>;rel="next" ,

Link
[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=40&sysparm_limit=10000>;rel="prev" ,

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=0&sysparm_limit=10000>;rel="first" ,

[Link] name>.[Link]/api/now/table/cmdb_ci?
sysparm_offset=2780&sysparm_limit=10000>;rel="last"

Response header showing the total number of records matching the request
X-Total-Count
when the sysparm_limit or sysparm_offset query parameters are specified.

Status codes

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The following status codes apply to this HTTP action. For a list of possible status codes used in the
REST API, see REST response codes ([Link]
development/page/integrate/inbound-rest/reference/r_RESTAPIHTTPResponseCodes.html).

Status codes

Status code Description

200 Successful. The request was successfully processed.

401 Unauthorized. The user credentials are incorrect or have not been passed.

500 Internal Server Error. A logic error on the server-side code occurred.

Response body parameters (JSON or XML)

URL Format

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Element Description

Sys_id of the account record associated with the case. Located in the
Account [customer_account] table.
account
Data type: String

Account details.

Data type: Object

"account": {
"account_code": "String",
"account_parent": "String",
"account_path": "String",
"active_escalation": "String",
"apple_icon": Image,
"banner_image": Image,
"banner_image_light": Image,
"banner_text": "String",
"city": "String",
"contact": "String",
"country": "String",
"customer": "String",
"discount": "String",
"fax_phone": "String",
"fiscal_year": "String",
"lat_long_error": "String",
"latitude": "String",
"longitude": "String",
"market_cap": "String",
"name": "String",
"notes": "String",
"num_employees": Number,
"number": "String",
account "parent": "String",
"partner": "String",
"phone": "String",
"primary": Boolean,
"primary_contact": "String",
"profits": Number,
"publicly_traded": Boolean,
"rank_tier": "String",
"registration_code": "String",
"revenue_per_year": Number,
"state": "String",
"stock_price": "String",
"stock_symbol": "String",
"street": "String",
"sys_class_name": "String",
"sys_created_by": "String",
"sys_created_on": "String",
"sys_id": "String",
"sys_mod_count": Number,
"sys_updated_by": "String",
"sys_updated_on": "String",
"theme": "String",
"vendor": Boolean,
"vendor_manager": "String",
"vendor_type": "String",
"website": "String",
"zip": "String
}

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Unique combination of values that an application uses to identify budget

forecasts and budget plans.
account.account_code
Data type: String

Maximum length: 255

Sys_id of the parent account of this account. Located in the Account

[customer_account] table.
account.account_parent
Data type: String

Path from the parent to the child accounts in the account hierarchy.

account.account_path Data type: String

Maximum length: 255

Sys_id of the active escalation associated with the account. Located in the
Escalation [sn_customerservice_escalation] table.
account.active_escalation
Data type: String

Icon for iPhone home page bookmarks.

account.apple_icon
Data type: Image

Banner image that appears on the customer portal.

account.banner_image
Data type: Image

Small banner image.

account.banner_image_light
Data type: Image

Banner text that appears on the customer portal.

account.banner_text Data type: String

Maximum length: 4,000

City in which the company that is associated with this account resides.

[Link] Data type: String

Maximum length: 50

Sys_id of a contact record associated with this account. Located in the User
[sys_user] table.
[Link]
Data type: String

Country in which the company that is associated with this account resides.

Data type: String

[Link]
Maximum length: 40

Default: USA

Flag that indicates whether the account is a customer account, as opposed to

a partner account.
Possible values:

true: Customer account

[Link]
false: Partner account

Data type: Boolean

Default: false

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Discount given to the account on purchases.

[Link] Data type: Number

Maximum length: 15

Primary fax phone number for the company associated with this account.

account.fax_phone Data type: String

Maximum length: 40

Fiscal year for the company associated with the account.

account.fiscal_year
Data type: String

Difference in the actual location as compared to latitude and longitude

information.
account.lat_long_error Data type: String

Maximum length: 1,000

Latitude of the company associated with this account.

[Link] Data type: Number (floating point number)

Maximum length: 40

Longitude of the company associated with this account.

[Link] Data type: Number (floating point number)

Maximum length: 40

Flag that indicates whether the company associated with this account
manufactures goods.

Possible values:

[Link] true: Manufactures goods

false: Does not manufacture goods

Data type: Boolean

Default: false

Market value of the associated company's publicly traded stock shares.

account.market_cap Data type: Number (currency)

Maximum length: 20

Name of the company associated with this account.

[Link] Data type: String

Maximum length: 80

Additional information about the company.

[Link] Data type: String

Maximum length: 4,000

Number of people employed by the company.

account.num_employees Data type: Number (Integer)

Maximum length: 40

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Number that identifies this account.

[Link] Data type: String

Maximum length: 40

Sys_id of the parent account of this account. Located in the Company

[core_company] table.
[Link]
Data type: String

Flag that indicates whether the account is a partner account or a customer

account.

Possible values:

[Link] true: Partner account

false: Customer account

Data type: Boolean

Default: false

Primary phone number for the company.

[Link]
Data type: String

Flag that indicates whether this is a primary account.

Possible values:

true: Primary account

[Link]
false: Secondary account

Data type: Boolean

Default: false

Sys_id of the primary contact for the account. Located in the Contact
[customer_contact] table.
account.primary_contact
Data type: String

Profit information entered for this account.

[Link] Data type: Number (Currency)

Maximum length: 40

Flag that indicates whether the company associated with this account is
publicly traded on the stock exchange.

Possible values:
account.publicly_traded
true: Publicly traded
false: Private company

Data type: Boolean

Type of account.

Possible values:

blacklist
strategic
account.rank_tier tactical
valued
other

Data type: String

Maximum length: 40

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Unique code that customers use when requesting a login on the customer
portal. This code provides a method for validating the customer on the
company before granting access.
account.registration_code
Data type: String

Maximum length: 40

Revenue produced by the company associated with this account.

account.revenue_per_year Data type: Number (Currency)

Maximum length: 20

State in which the company resides.

[Link] Data type: String

Maximum length: 40

Price of the company stock.

account.stock_price Data type: String

Maximum length: 40

Stock symbol of the company.

account.stock_symbol Data type: String

Maximum length: 40

Street address of the company.

[Link] Data type: String

Maximum length: 255

Table that contains the associated account record.

account.sys_class_name
Data type: String

User that originally created the account.

account.sys_created_by Data type: String

Maximum length: 40

Date and time that the account was originally created.

account.sys_created_on
Data type: String

Sys_id for the account record.

account.sys_id
Data type: String

Number of times the account information has been updated.

account.sys_mod_count
Data type: Number (Integer)

User that last modified the account information.

account.sys_updated_by Data type: String

Maximum length: 40

Date and time the account information was last updated.

account.sys_updated_on
Data type: String

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Sys_id of the customer portal theme used by this account. Located in the
Theme [sys_ui_theme] table.
[Link]
Data type: String

Flag that indicates whether the company associated with this account is a
vendor.

Possible values:

[Link] true: Vendor

false: Not a vendor

Data type: Boolean

Default: false

List of sys_ids of the vendor managers for the account. Located in the User
[sys_user] table.
account.vendor_manager
Data type: String

List of sys_ids of the type of vendor such as, applications, hardware,

services, or software. Located in the Vendor Type [vendor_type] table.
account.vendor_type
Data type: String

URL of the website for the company.

[Link] Data type: String

Maximum length: 1,024

Zip code of the company.

[Link] Data type: String

Maximum length: 40

Current action status of the associated case.

Possible values:

1: Blocked internally
action_status 2: Blocked by customer
3: Blocked internally and by customer
4: Needs attention

Data type: Number (Integer)

Flag that indicates whether the case is open and active.

Possible values:

true: Case is active

active
false: Case is closed

Data type: Boolean

Default: true

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_account_escalation
Data type: String

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_escalation
Data type: String

Date for which the associated case is expected to be completed.

activity_due
Data type: String

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List of the sys_ids of the additional persons (other than primary assignee)
that have been assigned to the account. Located in the User [sys_user] table.
additional_assignee_list Data type: Array

Maximum: 4,000

String that describes the type of approval required.

Possible values:

approved
cancelled
duplicate
not_required
approval not requested
rejected
requested

Data type: String

Maximum characters: 40

Default: not requested

List of all approvals associated with the case.

approval_history Data type: String

Maximum characters: 4,000

Date and time that the associated action was approved.

approval_set
Data type: String

Sys_id of the asset record associated with the case. Located in the Asset
[alm_asset] table.
asset
Data type: String

Sys_id of the person assigned to the case. Located in the User [sys_user]
table.
assigned_to
Data type: String

Sys_id of the customer service agent group assigned to the case. Located in
the Group [sys_user_group] table.
assignment_group
Data type: String

Flag that indicates whether the case was automatically generated by another
action/event.

Possible values:
auto_created_case
true: Case was auto generated
false: Case was manually generated

Data type: Boolean

Length in calendar work hours, work days, and work weeks that it took to
complete the case.
business_duration
Data type: String

Impact of the issue on the associated customer.

business_impact Data type: String

Maximum characters: 4,000

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Sys_id of the service record associated with the case. Located in the Service
[cmdb_ci_service] table.
business_service
Data type: String

Case short description and case number.

case Data type: String

Maximum length: 300

Sys_id of the associated case report. Located in the Case Report

[sn_customerservice_case_report] table.
case_report
Data type: String

Case category.

Possible values:

0: Question
category 1: Issue
2: Feature

Data type: Number (Integer)

Default: 1

Details about the cause of the problem.

cause Data type: String

Maximum length: 4,000

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
caused_by
Data type: String

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
change
Data type: String

Flag that indicates whether the case is a child case that was created from a
major case.

Possible values:
child_case_creation_progress
true: Child case created from a major case
false: Not a child case

Data type: Boolean

Date and time that the case was closed.

closed_at
Data type: String

Sys_id of the user that closed the case. Located in the User [sys_user] table.
closed_by
Data type: String

Notes made when the case was closed.

close_notes Data type: String

Maximum length: 4,000

Sys_id of the configuration item associated with the case. Located in the
Configuration Item [cmdb_ci] table.
cmdb_ci
Data type: String

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Additional comments about the case.

comments Data type: String

Maximum length: 4,000

Comments and work notes entered for the case.

comments_and_work_notes Data type: String

Maximum length: 4,000

Sys_id of the company associated with the case. Located in the Company
[core_company] table.
company
Data type: String

Business-to-consumer cases only. Sys_id of the person to contact with

regards to this case. Located in the Consumer [csm_consumer] table.
consumer
Data type: String

consumer Array of parameters for business-to-consumer cases.

Flag that indicates whether the consumer is active.

Possible values:

true: Consumer active

[Link]
false: Consumer de-activated

Data type: Boolean

Default: true

Business phone number of the consumer.

consumer.business_phone Data type: String

Maximum length: 40

City in which the consumer resides.

[Link] Data type: String

Maximum length: 100

Country in which the consumer resides.

[Link] Data type: String

Maximum length: 40

Format in which to display dates.

Valid values:

dd-mm-yyyy
dd/mm/yyyy
[Link]
consumer.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Email address of the consumer.

[Link] Data type: String

Maximum length: 100

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Fax number of the consumer.

[Link] Data type: String

Maximum length: 40

Consumer first name.

consumer.first_name Data type: String

Maximum length: 50

Gender of the consumer.

[Link] Data type: String

Maximum length: 40

Home phone number of the consumer.

consumer.home_phone Data type: String

Maximum length: 40

Sys_id of the record that describes the household characteristics. Located in

the Household [csm_household] table.
[Link]
Data type: String

Consumer last name.

consumer.last_name Data type: String

Maximum length: 50

Consumer middle name.

consumer.middle_name Data type: String

Maximum length: 50

Consumer mobile phone number.

consumer.mobile_phone Data type: String

Maximum length: 40

Consumer full name; first_name+middle_name+last_name.

[Link] Data type: String

Maximum length: 152

Notes on consumer.

[Link] Data type: String

Maximum length: 4,000

Indicates whether the consumer should receive notifications.

Valid values:

1: Disabled
2: Enabled
[Link]
Data type: Integer

Maximum length: 40

Default: 2

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Unique number associated with the consumer.

[Link] Data type: String

Maximum length: 40

Photo of the consumer.

[Link]
Data type: Image

Consumer primary language.

consumer.preferred_language Data type: String

Maximum length: 3

Consumer name prefix such as, Dr., Mr., Mrs., or Ms.

[Link] Data type: String

Maximum length: 40

Flag that indicates whether this is the primary consumer.

Possible values:

true: Primary consumer

[Link]
false: Not primary consumer

Data type: Boolean

Default: false

State in which the consumer resides.

[Link] Data type: String

Maximum length: 100

Consumer street address.

[Link] Data type: String

Maximum length: 255

Consumer name suffix such as Jr., Sr., or II.

[Link]
Data type: String

User that created the consumer record.

consumer.sys_created_by Data type: String

Maximum length: 40

Date and time the consumer record was originally created.

consumer.sys_created_on
Data type: String

ServiceNow domain in which the consumer information resides.

consumer.sys_domain
Data type: String

Unique identifier for the consumer.

consumer.sys_id
Data type: String

Number of times that the associated consumer information has been

modified.
consumer.sys_mod_count
Data type: Integer

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User that last updated the consumer information.

consumer.sys_updated_by Data type: String

Maximum length: 40

Date and time when the consumer information was last updated.
consumer.sys_updated_on
Data type: String

Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
[Link]: [Link] (24 hour)
consumer.time_format
HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: blank (system time format)

Consumer time zone, such as Canada/Central or US/Eastern.

consumer.time_zone Data type: String

Maximum length: 40

Consumer business title such as Manager, Software Developer, or

Contractor.
[Link] Data type: String

Maximum length: 60

Sys_id of the consumer user. Located in the Consumer User

[csm_consumer_user] table.
[Link]
Data type: String

Consumer zip code.

[Link] Data type: String

Maximum length: 40

Business-to-business based cases only. Sys_id of the person to contact

regarding this case. Located in the Contact [customer_contact] table.
contact
Data type: String

contact Array of contact parameters for business-to-business cases.

Sys_id of the account record to which the contact is associated; Account

[customer_account] table.
[Link]
Data type: String

Flag that indicates whether the contact is active within the system.

Possible values:

true: Contact is active

[Link]
false: Contact is inactive

Data type: Boolean

Default: true

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Status of the agent.

Possible values:

Off work
On break
contact.agent_status
On route
On site

Data type: String

Maximum length: 40

Sys_id of the record that describes the building in which the contact resides;
Building [cmn_building] table.
[Link]
Data type: String

Calendar application that the contact uses.

1: Outlook
contact.calendar_integration
Data type: Number (Integer)

Default: 1

City in which the contact resides.

[Link] Data type: String

Maximum length: 40

Sys_id of the company record to which the contact is associated; Company

[core_company] table.
[Link]
Data type: String

Sys_id of the cost center associated with the contact; Cost Center
[cmn_cost_center] table.
contact.cost_center
Data type: String

Country code of the country in which the contact resides.

[Link] Data type: String

Maximum length: 3

Format in which to display dates to contacts.

Valid values:

dd/mm/yyyy
dd-mm-yyyy
[Link]
contact.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Sys_id of the default perspective for the contact. Located in the Menu List
[sys_perspective] table.
contact.default_perspective
Data type: String

Sys_id of the department associated with the contact. Located in the

Department [cmn_department] table.
[Link]
Data type: String

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Education status of the associated contact.

Data type: String

contact.edu_status
Maximum length: 40

Default: faculty

Contact email address.

[Link]
Data type: String

Contact employee number.

contact.employee_number
Data type: String

Flag that indicates whether multifactor authorization is required for the

contact to log in to the service portal.

Possible values:

contact.enable_multifactor_authn true: Multifactor authorization enabled

false: Multifactor authorization disabled

Data type: Boolean

Default: false

Number of failed log in attempts.

contact.failed_attempts
Data type: Number (Integer)

Contact first name.

contact.first_name Data type: String

Maximum length: 50

Contact gender.

[Link] Data type: String

Maximum length: 40

Flag that indicates whether the contact location is obtained through

geotracking.

Possible values:

contact.geolocation_tracked true: Contact location obtained through geotracking

false: Contact location not obtained through geotracking

Data type: Boolean

Default value: false

Contact home phone number.

contact.home_phone Data type: String

Maximum length: 40

Flag that indicates whether the contact is an internal integration user.

Possible values:

true: Internal integration user

contact.internal_integration_user
false: Other type of user

Data type: Boolean

Default: false

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Introduction

[Link] Data type: String

Maximum length: 40

Date on which the contact last logged into the system.

contact.last_login
Data type: String (Date)

Device the consumer used the last time they logged in to the system.

contact.last_login_device Data type: String

Maximum length: 40

Date and time the contact logged in to the system.

contact.last_login_time
Data type: String (Date/time)

Contact last name.

contact.last_name Data type: String

Maximum length: 50

Date and time the last position was updated.

contact.last_position_update
Data type: String (Date/time)

Latitude coordinate of the contact.

[Link] Data type: Number (Floating point)

Maximum length: 40

Sys_id of the LDAP server used by the contact to last log in to the system;
LDAP Server [ldap_server_config] table.
contact.ldap_server
Data type: String

Sys_id of the record that describes the location of the contact; Location
[cmn_location] table.
[Link]
Data type: String

Flag that indicates if the contact is locked-out.

Possible values:

true: Contact locked-out

contact.locked_out
false: Contact not locked-out

Data type: Boolean

Default: false

Longitude coordinate of the contact.

[Link] Data type: Number (Floating point)

Maximum length: 40

Sys_id of the record that describes the direct supervisor of the contact; User
[sys_user] table.
[Link]
Data type: String

Contact middle name.

contact.middle_name Data type: Number (Floating point)

Maximum length: 50

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Contact mobile phone number.

contact.mobile_phone Data type: String

Maximum length: 40

Contact full name.

[Link] Data type: String

Maximum length: 151

Indicates whether the contact should receive notifications.

Valid values:

1: Disabled
[Link]
2: Enabled

Data type: Number (Integer)

Default: 2

Indicates the timeliness of dispatched service personnel.

Valid values:

Ahead: Ahead of schedule.

behind_less30: Behind schedule, but less than 30 minutes.
contact.on_schedule behind_30to60: Behind schedule between 30 and 60 minutes.
behind_more60: Behind schedule more than 60 minutes.
on_time: On schedule.

Data type: String

Maximum length: 40

Contact business phone number.

[Link] Data type: String

Maximum length: 40

Photo image of the contact.

[Link]
Data type: Image

Country code of the contact primary language.

contact.preferred_language Data type: String

Maximum length: 3

List of user roles associated with the contact.

[Link] Data type: String

Maximum length: 40

Sys_id of the record that describes the work schedule for the associated
contact; Schedule [cmn_schedule] table.
[Link]
Data type: String

Source of the contact.

[Link] Data type: String

Maximum length: 255

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State in which the contact resides.

[Link] Data type: String

Maximum length: 40

Contact street address.

[Link] Data type: String

Maximum length: 255

Table that contains the contact record.

contact.sys_class_name Data type: String

Maximum length: 80

User that originally created the associated contact record.

contact.sys_created_by Data type: String

Maximum length: 40

Data and time the associated contact was originally created.

contact.sys_created_on
Data type: String (Date/time)

ServiceNow instance domain of the associated contact record.

contact.sys_domain
Data type: String

Contact record domain path.

Data type: String

contact.sys_domain_path
Maximum length: 255

Default: / (global)

Unique identifier for the associated contact record.

contact.sys_id
Data type: String

Number of times that the associated contact record has been modified.
contact.sys_mod_count
Data type: Number (Integer)

System tags for the content.

contact.sys_tags
Data type: String

User that last updated the associated contact information.

contact.sys_updated_by Data type: String

Maximum length: 40

Data and time the associated contact information was updated.

contact.sys_updated_on
Data type: String (Date/time)

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Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
[Link]: [Link] (24 hour)
contact.time_format
HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: Blank (system time format)

Sys_id of the record that contains the time sheet policy for the associated
contact; Time Sheet Policy [time_sheet_policy] table.
contact.time_sheet_policy
Data type: String

Time zone in which the contact resides, such as Canada/Central or

US/Eastern.
contact.time_zone
Data type: String

Maximum length: 40

Contact business title such as Manager, Software Developer, or Contractor.

[Link] Data type: String

Maximum length: 60

Contact user ID.

contact.user_name Data type: String

Maximum length: 40

Flag that indicates whether the associated contact has VIP status.

Possible values:

true: VIP
[Link]
false: Not VIP

Data type: Boolean

Default: false

Flag that indicates whether the contact can only access services through the
web.

Possible values:

contact.web_service_access_only true: Web access only

false: Access through all available methods

Data type: Boolean

Default: false

Contact zip code.

[Link] Data type: String

Maximum length: 40

Contact local time.

contact_local_time Data type: String

Maximum length: 70

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Time zone of the contact associated with the case.

contact_time_zone Data type: String

Maximum length: 40

Method in which the case was initially reported.

Possible values:

chat
email
phone
contact_type
social
web

Data type: String

Maximum length: 40

Sys_id of the contract associated with the case. Located in the Contract
[ast_contract] table. This contract contains information about the type of
support that is provided to the company associated to the case. A contract
contract can include a company and contact and the specific assets that are covered.
A contract can also include multiple service entitlements and SLAs.

Data type: String

Correlation display.

correlation_display Data type: String

Maximum length: 100

Correlation identifier.

correlation_id Data type: String

Maximum length: 100

Sys_id of the parent execution plan for this case. Located in the Execution
Plan [sc_cat_item_delivery_plan] table.
delivery_plan
Data type: String

Sys_id of the execution plan task. Located in the Execution Plan Task
[sc_cat_item_delivery_task] table.
delivery_task
Data type: String

Detailed description of the problem associated with the case.

description Data type: String

Maximum length: 4,000

Date that the case is due to be closed.

due_date
Data type: String

Sys_id of the entitlement record associated with the case. Located in the
Entitlement [service_entitlement] table. Entitlements define the type of
support that a customer receives as well as the supported communication
entitlement channels. An entitlement can be associated with a product, an asset, an
account, or a contract.

Data type: String

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Current escalation level.

Possible values:

0: Normal
1: Moderate
escalation
2: High
3: Overdue

Data type: Number (Integer)

Default: 0

Date and time when work is scheduled to begin on the case.

expected_start
Data type: String

Date and time when the first action was taken on the case.
first_response_time
Data type: String

Flag that indicates whether the case should be handed-off for global follow-
up.

If a customer enters additional comments on a Priority 1 - Critical or a Priority

2 - High case, or if the case is escalated, the flag is automatically set to true.

Possible values:
follow_the_sun
true: Case should be handed-off for global follow-up
false: Case should not be handed-off for global follow-up

Data type: Boolean

Default: false

Date and time of the next follow up action.

follow_up
Data type: String

List of sys_ids of the group records associated with the case. Located in the
Group [sys_user_group] table.
group_list
Data type: Array

Impact on customer.

Possible values:

1: High
impact 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

Flag that indicates if there is a knowledge base article available for the
specified issue.

Possible values:

knowledge true: Knowledge base article is available for this issue

false: Knowledge base article is not available for this issue

Data type: Boolean

Default: false

Sys_id of the record describing the company location. Located in the

Location [cmn_location] table.
location
Data type: String

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Flag that indicates whether the case was resolved in alignment with the
associated service level agreement.

Possible values:

made_sla true: Case was resolved in alignment with SLA

false: Case was not resolved according to the SLA

Data type: Boolean

Default: true

Current state of the major case.

Possible values:

accepted: Initial state when a manager creates a major case or when a

manager promotes a candidate case.
canceled: Case is canceled.
major_case_state
proposed: Initial state when an agent or manager creates or proposes a
candidate case.
rejected: Manager rejected candidate case.

Data type: String

Maximum length: 40

Flag that indicates whether the case needs attention.

Possible values:

true: Case needs additional attention

needs_attention
false: Case does not need additional attention

Data type: Boolean

Default: false

Flag that indicates whether to add the resolution notes to the comments.

Possible values:
notes_to_comments true: Resolutions notes, when added, are also added to the comments
false: Resolution notes in comments are not required

Data type: Boolean

Method to use to notify contact/consumer.

Possible values:

1: Do not notify
notify 2: Send email
3: Telephone

Data type: Number (Integer)

Default: 1

Case number.

number Data type: String

Maximum length: 40

Date and time that the case was opened.

opened_at
Data type: String

Sys_id of the person that initially opened the case. Located in the User
[sys_user] table.
opened_by
Data type: String

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Order of the case.

order
Data type: Number (Integer)

Sys_id of the parent case to which this case (child) is associated. Located in
the Task [task] table.
parent
Data type: String

Sys_id of the partner associated with the case. Located in the Account
[customer_account] table.
partner
Data type: String

Sys_id of the partner contact associated with the case. Located in the
Contact [customer_contact] table.
partner_contact
Data type: String

Priority of the case.

Possible values:

1: Critical
2: High
priority 3: Moderate
4: Low

Data type: Number (Integer)

Default: 4

Possible cause of the issue associated with the case.

probable_cause Data type: String

Maximum length: 4,000

Sys_id of the issue that the customer is encountering. Located in the Problem
[problem] table.
problem
Data type: String

Sys_id of the product model of the asset associated to the case. Located in
the Product Model [cmdb_model] table. A model is a specific version or
product configuration of an asset (for example, Apple Mac Book Pro).

Data type: String

Number of times that the case was reassigned to a person that is responsible
for moving the case forward.
reassignment_count Data type: Number (Integer)

Default: 0

Sys_id of the record that contains the list of recipients for communications
about this case. Located in the Recipients List
recipient_list [sn_publications_recipients_list] table.

Data type: String

Sys_id of the task to execute if the case is rejected. Located in the Task [task]
table.
rejection_goto
Data type: String

Resolution state for the case, such as "Solved - Fixed by Support/Guidance

provided".
resolution_code Data type: String

Maximum length: 40

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Date and time that the case was resolved.

resolved_at
Data type: String

Sys_id of the person that resolved the case. Located in the User [sys_user]
table.
resolved_by
Data type: String

Array of objects in which each object describes a single value for the
requested field.

Data type: Array

"result": [
result
{
"label": "String",
"value": "String"
}
]

Display value for the field value.

[Link]
Data type: String

Field value.
[Link]
Data type: String

Concise description of the case.

short_description Data type: String

Maximum length: 160

List of the unique identifiers (sys_id) of the skills needed to complete the
case. Located in the Skill [cmn_skill] table.
skills
Data type: String

Date/time at which the case must be closed based on the associated service
level agreement.
sla_due
Data type: String

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Array of objects that contain details for a specific social media profile, such as
Facebook, Twitter, or YouTube.

Data type: Array

"sn_app_cs_social_social_profile": [
{
"account": "String",
"channel": [Array],
"contact": {Object},
"consumer": {Object},
"created_on": "String",
"profile": "String",
sn_app_cs_social_social_profile
"profile_url": "String",
"social_id": "String",
"source": "String",
"sys_created_by": "String",
"sys_created_on": "String",
"sys_id": "String",
"sys_mod_count": Number,
"sys_tags": "String",
"sys_updated_by": "String",
"sys_updated_on": "String"
}
]

Unique identifier of the record containing account information for the social
sn_app_cs_social_social_profile.ac media profile. Located in the Account [customer_account] table.
count
Data type: String

Details on the associated social media profile channel.

Data type: Object

"channel": {
"name": "String",
"sys_class_name": "String",
"sys_created_by": "String",
"sys_created_on": "String",
sn_app_cs_social_social_profile.ch
"sys_mod_count": Number,
annel
"sys_package": "String",
"sys_policy": "String",
"sys_scope": "String",
"sys_tags": "String",
"sys_update_name": "String",
"sys_updated_by": "String",
"sys_updated_on": "String"
}

Name of the social media channel.

sn_app_cs_social_social_profile.ch
Data type: String
[Link]
Maximum length: 100

Table that contains the social media channel record.

sn_app_cs_social_social_profile.ch Data type: String
annel.sys_class_name
Maximum length: 80

Person that created the social media channel.

sn_app_cs_social_social_profile.ch Data type: String
annel.sys_created_by
Maximum length: 40

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Date and time the social media profile was created.

sn_app_cs_social_social_profile.ch Data type: Date/time
annel.sys_created_on
Maximum length: 40

Unique identifier of the associated social media profile channel.

sn_app_cs_social_social_profile.ch
annel.sys_id Data type: String

Number of times that information was modified for the associated social
sn_app_cs_social_social_profile.ch media profile channel.
annel.sys_mod_count
Data type: Integer

System name of channel.

sn_app_cs_social_social_profile.ch Data type: String
annel.sys_name
Maximum length: 255

Unique identifier of the record that contains information about the package
sn_app_cs_social_social_profile.ch associated with the profile; Package [sys_package] table.
annel.sys_package
Data type: Reference

System protection policy.

Possible values:

sn_app_cs_social_social_profile.ch protected
annel.sys_policy read

Data type: String

Maximum length: 40

Unique identifier of the record that contains information about the scope of
sn_app_cs_social_social_profile.ch the social profile; Application [sys_scope] table.
annel.sys_scope
Data type: Reference

System tags associated with the channel.

sn_app_cs_social_social_profile.ch
annel.sys_tags Data type: String

Name of the person that last updated the social media profile channel.
sn_app_cs_social_social_profile.ch Data type: String
annel.sys_update_name
Maximum length: 250

User that last updated the social media profile channel.

sn_app_cs_social_social_profile.ch
Data type: String
annel.sys_updated_by
Maximum length: 40

Date and time the social media profile channel was last updated.
sn_app_cs_social_social_profile.ch Data type: Date/time
annel.sys_updated_on
Maximum length: 40

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For business-to-consumer cases. Details about the consumer associated

with the case.
Data type: Object

"consumer": {
"active": Boolean,
"business_phone": "String",
"city": "String",
"country": "String",
"date_format": "String",
"email": "String",
"fax": "String",
"first_name": "String",
"gender": "String",
"home_phone": "String",
"household": "String",
"last_name": "String",
"middle_name": "String",
"mobile_phone": "String",
"name": "String",
"notes": "String",
"notification": Number,
sn_app_cs_social_social_profile.co
"number": "String",
nsumer
"photo": Image,
"preferred_language": "String",
"prefix": "String",
"primary": Boolean,
"state": "String",
"street": "String",
"suffix": "String",
"sys_created_by": "String",
"sys_created_on": "String",
"sys_domain": "String",
"sys_id": "String",
"sys_mod_count": Number,
"sys_tags": "String",
"sys_updated_by": "String",
"sys_updated_on": "String",
"time_format": "String",
"time_zone": "String",
"title": "String",
"user": "String",
"zip": "String"
}

Flag that indicates whether the consumer is active.

Possible values:

sn_app_cs_social_social_profile.co true: Consumer active

[Link] false: Consumer de-activated

Data type: Boolean

Default: true

Business phone number of the consumer.

sn_app_cs_social_social_profile.co Data type: String
nsumer.business_phone
Maximum length: 40

City in which the consumer resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 100

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Country in which the consumer resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Format in which to display dates.

Valid values:

dd-mm-yyyy
dd/mm/yyyy
[Link]
sn_app_cs_social_social_profile.co
nsumer.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Email address of the consumer.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 100

Fax number of the consumer.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Consumer first name.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.first_name
Maximum length: 50

Gender of the consumer.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Home phone number of the consumer.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.home_phone
Maximum length: 40

Sys_id of the record that describes the household characteristics. Located in

sn_app_cs_social_social_profile.co the Household [csm_household] table.
[Link]
Data type: String

Consumer last name.

sn_app_cs_social_social_profile.co Data type: String
nsumer.last_name
Maximum length: 50

Consumer middle name.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.middle_name
Maximum length: 50

Consumer mobile phone number.

sn_app_cs_social_social_profile.co Data type: String
nsumer.mobile_phone
Maximum length: 40

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Consumer full name; first_name+middle_name+last_name.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 152

Notes on consumer.
sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 4,000

Indicates whether the consumer should receive notifications.

Valid values:

1: Disabled
sn_app_cs_social_social_profile.co 2: Enabled
[Link]
Data type: Integer

Maximum length: 40

Default: 2

Unique number associated with the consumer.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Photo of the consumer.

sn_app_cs_social_social_profile.co
[Link] Data type: Image

Consumer primary language.

sn_app_cs_social_social_profile.co Data type: String
nsumer.preferred_language
Maximum length: 3

Consumer name prefix such as, Dr., Mr., Mrs., or Ms.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Flag that indicates whether this is the primary consumer.

Possible values:

sn_app_cs_social_social_profile.co true: Primary consumer

[Link] false: Not primary consumer

Data type: Boolean

Default: false

State in which the consumer resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 100

Consumer street address.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 255

Consumer name suffix such as Jr., Sr., or II.

sn_app_cs_social_social_profile.co
[Link]
Data type: String

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User that created the consumer record.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.sys_created_by
Maximum length: 40

Date and time the consumer record was originally created.

sn_app_cs_social_social_profile.co
nsumer.sys_created_on Data type: String

ServiceNow domain in which the consumer information resides.

sn_app_cs_social_social_profile.co
nsumer.sys_domain Data type: String

Unique identifier for the consumer.

sn_app_cs_social_social_profile.co
nsumer.sys_id Data type: String

Number of times that the associated consumer information has been

sn_app_cs_social_social_profile.co modified.
nsumer.sys_mod_count
Data type: Integer

sn_app_cs_social_social_profile.co
Consumer system tags.
nsumer.sys_tags

User that last updated the consumer information.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.sys_updated_by
Maximum length: 40

Date and time when the consumer information was last updated.
sn_app_cs_social_social_profile.co
nsumer.sys_updated_on Data type: String

Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
sn_app_cs_social_social_profile.co [Link]: [Link] (24 hour)
nsumer.time_format HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: blank (system time format)

Consumer time zone, such as Canada/Central or US/Eastern.

sn_app_cs_social_social_profile.co Data type: String
nsumer.time_zone
Maximum length: 40

Consumer business title such as Manager, Software Developer, or

Contractor.
sn_app_cs_social_social_profile.co
[Link] Data type: String

Maximum length: 60

Sys_id of the consumer user. Located in the Consumer User

sn_app_cs_social_social_profile.co [csm_consumer_user] table.
[Link]
Data type: String

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Consumer zip code.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

For business-to-business cases. Unique identifier of the record containing

details about the social media profile that belongs to the contact associated
sn_app_cs_social_social_profile.co
with the case. Located in the Contact [customer_contact] table.
ntact
Data type: String

Sys_id of the account record to which the contact is associated; Account

sn_app_cs_social_social_profile.co [customer_account] table.
[Link]
Data type: String

Flag that indicates whether the contact is active within the system.

Possible values:

sn_app_cs_social_social_profile.co true: Contact is active

[Link] false: Contact is inactive

Data type: Boolean

Default: true

Status of the agent.

Possible values:

Off work
sn_app_cs_social_social_profile.co On break
ntact.agent_status On route
On site

Data type: String

Maximum length: 40

Sys_id of the record that describes the building in which the contact resides;
sn_app_cs_social_social_profile.co Building [cmn_building] table.
[Link]
Data type: String

Calendar application that the contact uses.

1: Outlook
sn_app_cs_social_social_profile.co
ntact.calendar_integration Data type: Number (Integer)

Default: 1

City in which the contact resides.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Sys_id of the company record to which the contact is associated; Company

sn_app_cs_social_social_profile.co [core_company] table.
[Link]
Data type: String

Sys_id of the cost center associated with the contact; Cost Center
sn_app_cs_social_social_profile.co [cmn_cost_center] table.
ntact.cost_center
Data type: String

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Country code of the country in which the contact resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 3

Format in which to display dates to contacts.

Valid values:

dd/mm/yyyy
dd-mm-yyyy
[Link]
sn_app_cs_social_social_profile.co
ntact.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Sys_id of the default perspective for the contact. Located in the Menu List
sn_app_cs_social_social_profile.co [sys_perspective] table.
ntact.default_perspective
Data type: String

Sys_id of the department associated with the contact. Located in the

sn_app_cs_social_social_profile.co Department [cmn_department] table.
[Link]
Data type: String

Education status of the associated contact.

Data type: String

sn_app_cs_social_social_profile.co
ntact.edu_status
Maximum length: 40

Default: faculty

Contact email address.

sn_app_cs_social_social_profile.co
[Link] Data type: String

Contact employee number.

sn_app_cs_social_social_profile.co
ntact.employee_number Data type: String

Flag that indicates whether multifactor authorization is required for the

contact to log in to the service portal.

Possible values:
sn_app_cs_social_social_profile.co true: Multifactor authorization enabled
ntact.enable_multifactor_authn
false: Multifactor authorization disabled

Data type: Boolean

Default: false

Number of failed log in attempts.

sn_app_cs_social_social_profile.co
ntact.failed_attempts Data type: Number (Integer)

Contact first name.

sn_app_cs_social_social_profile.co Data type: String
ntact.first_name
Maximum length: 50

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Contact gender.
sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Flag that indicates whether the contact location is obtained through

geotracking.

Possible values:
sn_app_cs_social_social_profile.co true: Contact location obtained through geotracking
ntact.geolocation_tracked
false: Contact location not obtained through geotracking

Data type: Boolean

Default value: false

Contact home phone number.

sn_app_cs_social_social_profile.co
Data type: String
ntact.home_phone
Maximum length: 40

Flag that indicates whether the contact is an internal integration user.

Possible values:

sn_app_cs_social_social_profile.co true: Internal integration user

ntact.internal_itegration_user false: Other type of user

Data type: Boolean

Default: false

Introduction
sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Date on which the contact last logged into the system.

sn_app_cs_social_social_profile.co
ntact.last_login Data type: String (Date)

Device the consumer used the last time they logged in to the system.
sn_app_cs_social_social_profile.co
Data type: String
ntact.last_login_device
Maximum length: 40

Date and time the contact logged in to the system.

sn_app_cs_social_social_profile.co
ntact.last_login_time Data type: String (Date/time)

Contact last name.

sn_app_cs_social_social_profile.co Data type: String
ntact.last_name
Maximum length: 50

Date and time the last position was updated.

sn_app_cs_social_social_profile.co
ntact.last_position_update Data type: String (Date/time)

Latitude coordinate of the contact.

sn_app_cs_social_social_profile.co Data type: Number (Floating point)
[Link]
Maximum length: 40

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Sys_id of the LDAP server used by the contact to last log in to the system;
sn_app_cs_social_social_profile.co LDAP Server [ldap_server_config] table.
ntact.ldap_server
Data type: String

Sys_id of the record that describes the location of the contact; Location
sn_app_cs_social_social_profile.co [cmn_location] table.
[Link]
Data type: String

Flag that indicates if the contact is locked-out.

Possible values:

sn_app_cs_social_social_profile.co true: Contact locked-out

ntact.locked_out false: Contact not locked-out

Data type: Boolean

Default: false

Longitude coordinate of the contact.

sn_app_cs_social_social_profile.co Data type: Number (Floating point)
[Link]
Maximum length: 40

Sys_id of the record that describes the direct supervisor of the contact; User
sn_app_cs_social_social_profile.co [sys_user] table.
[Link]
Data type: String

Contact middle name.

sn_app_cs_social_social_profile.co
Data type: Number (Floating point)
ntact.middle_name
Maximum length: 50

Contact mobile phone number.

sn_app_cs_social_social_profile.co Data type: String
ntact.mobile_phone
Maximum length: 40

Contact full name.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 151

Indicates whether the contact should receive notifications.

Valid values:

sn_app_cs_social_social_profile.co 1: Disabled
[Link] 2: Enabled

Data type: Number (Integer)

Default: 2

Indicates the timeliness of dispatched service personnel.

Valid values:

Ahead: Ahead of schedule.

behind_less30: Behind schedule, but less than 30 minutes.
sn_app_cs_social_social_profile.co behind_30to60: Behind schedule between 30 and 60 minutes.
ntact.on_schedule
behind_more60: Behind schedule more than 60 minutes.
on_time: On schedule.

Data type: String

Maximum length: 40

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Contact business phone number.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Photo image of the contact.

sn_app_cs_social_social_profile.co
[Link]
Data type: Image

Country code of the contact primary language.

sn_app_cs_social_social_profile.co
Data type: String
ntact.preferred_language
Maximum length: 3

List of user roles associated with the contact.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Sys_id of the record that describes the work schedule for the associated
sn_app_cs_social_social_profile.co contact; Schedule [cmn_schedule] table.
[Link]
Data type: String

Source of the contact.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 255

State in which the contact resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Contact street address.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 255

Table that contains the contact record.

sn_app_cs_social_social_profile.co
Data type: String
ntact.sys_class_name
Maximum length: 80

User that originally created the associated contact record.

sn_app_cs_social_social_profile.co Data type: String
ntact.sys_created_by
Maximum length: 40

Data and time the associated contact was originally created.

sn_app_cs_social_social_profile.co
ntact.sys_created_on
Data type: String (Date/time)

ServiceNow instance domain of the associated contact record.

sn_app_cs_social_social_profile.co
ntact.sys_domain
Data type: String

Contact record domain path.

Data type: String

sn_app_cs_social_social_profile.co
ntact.sys_domain_path Maximum length: 255

Default: / (global)

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Unique identifier for the associated contact record.

sn_app_cs_social_social_profile.co
ntact.sys_id Data type: String

Number of times that the associated contact record has been modified.
sn_app_cs_social_social_profile.co
ntact.sys_mod_count Data type: Number (Integer)

sn_app_cs_social_social_profile.co
Contact system tags.
ntact.sys_tags

User that last updated the associated contact information.

sn_app_cs_social_social_profile.co Data type: String
ntact.sys_updated_by
Maximum length: 40

Data and time the associated contact information was updated.

sn_app_cs_social_social_profile.co
ntact.sys_updated_on
Data type: String (Date/time)

Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
sn_app_cs_social_social_profile.co [Link]: [Link] (24 hour)
ntact.time_format HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: Blank (system time format)

Sys_id of the record that contains the time sheet policy for the associated
sn_app_cs_social_social_profile.co contact; Time Sheet Policy [time_sheet_policy] table.
ntact.time_sheet_policy
Data type: String

Time zone in which the contact resides, such as Canada/Central or

US/Eastern.
sn_app_cs_social_social_profile.co
ntact.time_zone Data type: String

Maximum length: 40

Contact business title such as Manager, Software Developer, or Contractor.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 60

Contact user ID.

sn_app_cs_social_social_profile.co Data type: String
ntact.user_name
Maximum length: 40

Flag that indicates whether the associated contact has VIP status.

Possible values:

sn_app_cs_social_social_profile.co true: VIP

[Link] false: Not VIP

Data type: Boolean

Default: false

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Flag that indicates whether the contact can only access services through the
web.

Possible values:
sn_app_cs_social_social_profile.co true: Web access only
ntact.web_service_access_only
false: Access through all available methods

Data type: Boolean

Default: false

Contact zip code.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

sn_app_cs_social_social_profile.cre
Date and time the associated social media profile was initially created.
ated_on

Social profile.
sn_app_cs_social_social_profile.pr Data type: String
ofile
Maximum length: 255

URL to use to access the social media profile.

sn_app_cs_social_social_profile.pr
Data type: String
ofile_url
Maximum length: 1,024

Unique social media account provider identifier for the associated social
media account.
sn_app_cs_social_social_profile.so
cial_id Data type: String

Maximum length: 100

Source of the social profile.

sn_app_cs_social_social_profile.so
Data type: String
urce
Maximum length: 255

User that initially created the social media profile.

sn_app_cs_social_social_profile.sy Data type: String
s_created_by
Maximum length: 40

Date and time the social media profile was initially created.
sn_app_cs_social_social_profile.sy
s_created_on
Data type: String (Date/time)

Unique identifier for the social media profile.

sn_app_cs_social_social_profile.sy
s_id Data type: String

Number of times that information was modified for the associated social
sn_app_cs_social_social_profile.sy media profile.
s_mod_count
Data type: Number (Integer)

sn_app_cs_social_social_profile.sy
Profile system tags.
s_tags

User that initially created the social media profile.

sn_app_cs_social_social_profile.sy Data type: String
s_updated_by
Maximum length: 40

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User that initially created the social media profile.

sn_app_cs_social_social_profile.sy Data type: String
s_updated_on
Maximum length: 40

Current state of the case.

Possible values:

1: New
3: Closed
state 6: Resolved
10: Open
18: Awaiting Info

Data type: Number (Integer)

Default: 1

Case subcategory.

Possible values:

subcategory 0: Question

Data type: Number (Integer)

Default: 0

Sys_id of the CSM manager assigned to the case. Located in the User
[sys_user] table.
support_manager
Data type: String

Flag that indicates whether there is driver synchronization.

Possible values:
sync_driver true: Driver is synchronized
false: Driver is not synchronized

Data type: Boolean

Table that contains the case record.

sys_class_name Data type: String

Maximum length: 80

Person that initially opened the case.

sys_created_by Data type: String

Maximum length: 40

Date and time when the case was initially created.

sys_created_on
Data type: String

Domain associated with the case.

Data type: String

sys_domain
Maximum length: 32

Default: global

Domain path.

Data type: String

sys_domain_path
Maximum length: 255

Default: /

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Unique identifier for the case.

sys_id Data type: String

Maximum length: 32

Number of updates to the case since it was initially created.

sys_mod_count
Data type: Number (Integer)

sys_tags System tags.

Person that last updated the case.

sys_updated_by Data type: String

Maximum length: 40

Date and time when the case was last updated.

sys_updated_on
Data type: String

Total amount of time worked on the case.

time_worked
Data type: String

Action to take if the case is approved.

Possible values:

do_nothing
proceed
upon_approval
Data type: String

Maximum length: 40

Default: proceed

Action to take if the case is rejected.

Possible values:

cancel
goto
upon_reject
Data type: String

Maximum length: 40

Default: cancel

Urgency of the case.

Possible values:

1: High
urgency 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

Additional user input.

user_input Data type: String

Maximum length: 4,000

variable_pool Grouping of variables.

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Name-value pairs of variables associated with the case.

variables Data type: String

Maximum length: 40

List of sys_ids of the users who receive notifications about this case when
additional comments are added or if the state of a case is changed to
watch_list Resolved or Closed. Located in the User [sys_user] table.

Data type: Array

Sys_id of the workflow activity record associated with the case. Located in
the Workflow Activity [wf_activity] table.
wf_activity
Data type: String

Date and time work ended on the case.

work_end
Data type: String

Information about how to resolve the case, or steps taken to resolve it.

work_notes Data type: String

Maximum length: 4,000

List of sys_ids of the internal users who receive notifications about this case
when work notes are added. Located in the User [sys_user] table.
work_notes_list
Data type: Array

Date and time that work started on the case.

work_start
Data type: String

Curl

Retrieve the third and fourth CSM cases listed for a specific account.

curl "[Link]
--request GET \
--header "Accept:application/json" \
--user "username":"password"

The shows the two cases.

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{
"result": [{
"parent": "",
"caused_by": "",
"watch_list": "",
"active_escalation": "",
"upon_reject": "cancel",
"sys_updated_on": "2017-06-17 16:37:13",
"support_manager": "",
"approval_history": "",
"skills": "a6d64b11d772120058c92cf65e610357,9b178b11d772120058c92cf65e610382,1c76ec15d703120058c92cf65e61034a",
"number": "CS0000009",
"problem": "",
"state": "18",
"case": "Advanced and large routers making noise​
CS0000009",
"sys_created_by": "alex linde",
"knowledge": "false",
"order": "",
"cmdb_ci": "",
"delivery_plan": "",
"impact": "3",
"contract": "",
"active": "true",
"work_notes_list": "",
"auto_created_case": "false",
"priority": "3",
"sys_domain_path": "/",
"rejection_goto": "",
"first_response_time": "",
"business_duration": "",
"group_list": "",
"child_case_creation_progress": "false",
"sync_driver": "false",
"approval_set": "",
"wf_activity": "",
"short_description": "Advanced and large routers making noise",
"correlation_display": "",
"delivery_task": "",
"work_start": "",
"recipient_list": "",
"additional_assignee_list": "",
"notify": "1",
"sys_class_name": "sn_customerservice_case",
"closed_by": "",
"follow_up": "",
"contact_local_time": "",
"sn_app_cs_social_social_profile": "",
"reassignment_count": "1",
"contact_time_zone": "",
"notes_to_comments": "false",
"assigned_to": "85453c616fc331003b3c498f5d3ee4fa",
"product": "5f5fbcc3c0a8010e00f3b27814f3b96b",
"variables": "",
"variable_pool": "",
"hierarchical_variables": "variable_pool",
"sla_due": "",
"change": "",
"comments_and_work_notes": "",
"partner": "",
"escalation": "0",
"upon_approval": "proceed",
"partner_contact": "",
"correlation_id": "",
"asset": "a8fb6024d7700200e5982cf65e61034d",
"made_sla": "true",
"resolved_by": "",
"sys_updated_by": "admin",
"opened_by": "60beb5e7d7600200e5982cf65e6103ad",
"user_input": "",
"sys_created_on": "2016-09-19 16:49:18",
"contact": {
"country": "",
"calendar_integration": "1",
"last_position_update": "",
"last_login_time": "2018-05-10 19:50:26",
"last_login_device": "0:0:0:0:0:0:0:1%0",
"source": "",
"sys_updated_on": "2018-02-16 21:30:03",
"building": "",
"web_service_access_only": "false",
"notification": "1",
"sys_updated_by": "venki",
"enable_multifactor_authn": "false",

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"sys_created_on": "2018-02-16 21:29:11",

"sys_domain": "global",
"agent_status": "",
"state": "",
"vip": "false",
"sys_created_by": "venki",
"longitude": "",
"zip": "",
"home_phone": "",
"time_format": "",
"last_login": "",
"default_perspective": "",
"geolocation_tracked": "false",
"active": "true",
"time_sheet_policy": "",
"sys_domain_path": "/",
"phone": "(626) 722-6969",
"cost_center": "",
"name": "Julie Lewis",
"employee_number": "",
"gender": "",
"city": "",
"user_name": "[Link]",
"failed_attempts": "",
"edu_status": "faculty",
"latitude": "",
"roles": "",
"title": "Operations Manager",
"sys_class_name": "customer_contact",
"sys_id": "4d147a386f0331003b3c498f5d3ee437",
"internal_integration_user": "false",
"ldap_server": "",
"mobile_phone": "",
"street": "",
"company": "86837a386f0331003b3c498f5d3ee4ca",
"department": "",
"first_name": "Julie",
"preferred_language": "en",
"introduction": "",
"email": "[Link]@[Link]",
"manager": "",
"locked_out": "false",
"sys_mod_count": "1",
"last_name": "Lewis",
"photo": "",
"sys_tags": "",
"middle_name": "",
"time_zone": "",
"schedule": "",
"on_schedule": "",
"date_format": "",
"location": "",
"account": "86837a386f0331003b3c498f5d3ee4ca"
},
"sys_domain": "global",
"closed_at": "",
"follow_the_sun": "false",
"entitlement": "",
"business_service": "",
"business_impact": "",
"time_worked": "",
"expected_start": "",
"opened_at": "2016-09-19 16:49:18",
"work_end": "",
"resolved_at": "",
"case_report": "",
"subcategory": "0",
"work_notes": "",
"assignment_group": "6a42f4616fc331003b3c498f5d3ee46f",
"cause": "",
"description": "",
"calendar_duration": "",
"close_notes": "",
"sys_id": "dccc6024d7700200e5982cf65e6103e5",
"contact_type": "web",
"resolution_code": "",
"probable_cause": "",
"urgency": "3",
"company": "",
"major_case_state": "",
"consumer": "",
"activity_due": "",
"comments": "",
"approval": "not requested",
"due_date": "",

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"sys_mod_count": "5",
"sys_tags": "",
"active_account_escalation": "",
"location": "",
"category": "1",
"account": {
"banner_image_light": "",
"country": "USA",
"parent": "",
"notes": "",
"stock_symbol": "",
"discount": "",
"active_escalation": "",
"sys_updated_on": "2019-01-03 19:37:35",
"apple_icon": "",
"number": "ACCT0000001",
"sys_updated_by": "admin",
"fiscal_year": "",
"sys_created_on": "2018-02-20 21:29:16",
"contact": "4d147a386f0331003b3c498f5d3ee437",
"stock_price": "",
"state": "",
"banner_image": "",
"sys_created_by": "venki",
"longitude": "-122.4005464",
"zip": "94103",
"profits": "0",
"phone": "(626) 722-6999",
"fax_phone": "",
"name": "Boxeo",
"banner_text": "",
"account_code": "~~~~1",
"primary": "false",
"city": "San Francisco",
"latitude": "37.7838391",
"sys_class_name": "customer_account",
"manufacturer": "false",
"account_parent": "",
"sys_id": "86837a386f0331003b3c498f5d3ee4ca",
"market_cap": "0",
"num_employees": "",
"rank_tier": "",
"street": "747 Howard St",
"vendor": "false",
"lat_long_error": "",
"theme": "",
"vendor_type": "",
"website": "[Link]",
"revenue_per_year": "0",
"publicly_traded": "false",
"sys_mod_count": "9",
"sys_tags": "",
"partner": "false",
"registration_code": "BOXEO",
"vendor_manager": "",
"account_path": "~~~~1",
"primary_contact": "4d147a386f0331003b3c498f5d3ee437",
"customer": "true"
}
}, {
"parent": "",
"caused_by": "",
"watch_list": "",
"active_escalation": "",
"upon_reject": "cancel",
"sys_updated_on": "2019-01-15 23:28:00",
"support_manager": "",
"approval_history": "",
"skills": "a6d64b11d772120058c92cf65e610357,9b178b11d772120058c92cf65e610382,1c76ec15d703120058c92cf65e61034a",
"number": "CS0000005",
"problem": "",
"state": "6",
"case": "Urgent issue, need help ...​
CS0000005",
"sys_created_by": "admin",
"knowledge": "false",
"order": "",
"cmdb_ci": "",
"delivery_plan": "",
"impact": "",
"contract": "495e16b96f0731003b3c498f5d3ee4af",
"active": "true",
"work_notes_list": "",
"auto_created_case": "false",
"priority": "1",
"sys_domain_path": "/",

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"rejection_goto": "",
"first_response_time": "",
"business_duration": "",
"group_list": "",
"child_case_creation_progress": "false",
"sync_driver": "false",
"approval_set": "",
"wf_activity": "",
"short_description": "Urgent issue, need help ...",
"correlation_display": "",
"delivery_task": "",
"work_start": "",
"recipient_list": "",
"additional_assignee_list": "",
"notify": "",
"sys_class_name": "sn_customerservice_case",
"closed_by": "",
"follow_up": "",
"contact_local_time": "",
"sn_app_cs_social_social_profile": "",
"reassignment_count": "",
"contact_time_zone": "",
"notes_to_comments": "false",
"assigned_to": "85453c616fc331003b3c498f5d3ee4fa",
"product": "9068b0a16fc331003b3c498f5d3ee438",
"variables": "",
"variable_pool": "",
"hierarchical_variables": "variable_pool",
"sla_due": "",
"change": "",
"comments_and_work_notes": "",
"partner": "",
"escalation": "",
"upon_approval": "proceed",
"partner_contact": "",
"correlation_id": "",
"asset": "b8defca16fc331003b3c498f5d3ee4e7",
"made_sla": "false",
"resolved_by": "",
"sys_updated_by": "[Link]",
"opened_by": "ddce70866f9331003b3c498f5d3ee417",
"user_input": "",
"sys_created_on": "2019-01-02 20:00:00",
"contact": {
"country": "",
"calendar_integration": "1",
"last_position_update": "",
"last_login_time": "2018-03-10 21:48:11",
"last_login_device": "",
"source": "",
"sys_updated_on": "2019-01-03 05:49:34",
"building": "",
"web_service_access_only": "false",
"notification": "2",
"sys_updated_by": "system",
"enable_multifactor_authn": "false",
"sys_created_on": "2018-03-04 20:26:32",
"sys_domain": "global",
"agent_status": "",
"state": "",
"vip": "false",
"sys_created_by": "admin",
"longitude": "",
"zip": "",
"home_phone": "",
"time_format": "",
"last_login": "",
"default_perspective": "",
"geolocation_tracked": "false",
"active": "true",
"time_sheet_policy": "",
"sys_domain_path": "/",
"phone": "+1 858 287 7834",
"cost_center": "",
"name": "George Warren",
"employee_number": "",
"gender": "",
"city": "",
"user_name": "[Link]",
"failed_attempts": "",
"edu_status": "",
"latitude": "",
"roles": "",
"title": "Network Administrator",
"sys_class_name": "customer_contact",

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"sys_id": "ddce70866f9331003b3c498f5d3ee417",
"internal_integration_user": "false",
"ldap_server": "",
"mobile_phone": "+1 858 867 7857",
"street": "",
"company": "86837a386f0331003b3c498f5d3ee4ca",
"department": "",
"first_name": "George",
"preferred_language": "",
"introduction": "",
"email": "[Link]@[Link]",
"manager": "",
"locked_out": "false",
"sys_mod_count": "3",
"last_name": "Warren",
"photo": "",
"sys_tags": "",
"middle_name": "",
"time_zone": "",
"schedule": "",
"on_schedule": "",
"date_format": "",
"location": "25ab8e460a0a0bb300857304ff811af5",
"account": "86837a386f0331003b3c498f5d3ee4ca"
},
"sys_domain": "global",
"closed_at": "",
"follow_the_sun": "false",
"entitlement": "1eb7893a6f1b31003b3c498f5d3ee4dd",
"business_service": "",
"business_impact": "",
"time_worked": "",
"expected_start": "",
"opened_at": "2019-01-02 20:00:00",
"work_end": "",
"resolved_at": "",
"case_report": "",
"subcategory": "0",
"work_notes": "",
"assignment_group": "0df0c400c322310015519f2974d3ae23",
"cause": "",
"description": "",
"calendar_duration": "",
"close_notes": "",
"sys_id": "cf866683c3033100b12d9f2974d3ae1f",
"contact_type": "web",
"resolution_code": "",
"probable_cause": "",
"urgency": "3",
"company": "",
"major_case_state": "",
"consumer": "",
"activity_due": "",
"comments": "",
"approval": "",
"due_date": "2016-08-04 20:36:23",
"sys_mod_count": "0",
"sys_tags": "",
"active_account_escalation": "",
"location": "",
"category": "1",
"account": {
"banner_image_light": "",
"country": "USA",
"parent": "",
"notes": "",
"stock_symbol": "",
"discount": "",
"active_escalation": "",
"sys_updated_on": "2019-01-03 19:37:35",
"apple_icon": "",
"number": "ACCT0000001",
"sys_updated_by": "admin",
"fiscal_year": "",
"sys_created_on": "2018-02-20 21:29:16",
"contact": "4d147a386f0331003b3c498f5d3ee437",
"stock_price": "",
"state": "",
"banner_image": "",
"sys_created_by": "venki",
"longitude": "-122.4005464",
"zip": "94103",
"profits": "0",
"phone": "(626) 722-6999",
"fax_phone": "",

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"name": "Boxeo",
"banner_text": "",
"account_code": "~~~~1",
"primary": "false",
"city": "San Francisco",
"latitude": "37.7838391",
"sys_class_name": "customer_account",
"manufacturer": "false",
"account_parent": "",
"sys_id": "86837a386f0331003b3c498f5d3ee4ca",
"market_cap": "0",
"num_employees": "",
"rank_tier": "",
"street": "747 Howard St",
"vendor": "false",
"lat_long_error": "",
"theme": "",
"vendor_type": "",
"website": "[Link]",
"revenue_per_year": "0",
"publicly_traded": "false",
"sys_mod_count": "9",
"sys_tags": "",
"partner": "false",
"registration_code": "BOXEO",
"vendor_manager": "",
"account_path": "~~~~1",
"primary_contact": "4d147a386f0331003b3c498f5d3ee437",
"customer": "true"
}
}]
}

Python

This request retrieves the seventh and eighth cases for a customer account, with display values
instead of literal database values.

# Install requests package for python

import requests

# Set the API endpoint URL for the request

url = '[Link]

# Set the credentials

user = 'username'
pwd = 'password'

# Set the query parameters

params = {
"sysparm_display_value": "true",
"sysparm_query": "account=86837a386f0331003b3c498f5d3ee4ca",
"sysparm_limit": 2,
"sysparm_offset": 6
}

# Set the HTTP headers

headers = {"Accept": "application/xml"}

# Issue the HTTP request

response = [Link](url, auth=(user, pwd), params=params, headers=headers)

# Check for HTTP status codes other than 200

if response.status_code != 200:
print('Status:', response.status_code, 'Headers:', [Link], 'Error Response:', [Link])
exit()

# Decode the XML response into a dictionary and use the data
print([Link])

Because sysparm_display_value is set to "true", the includes display values, such as the state value
of "Open," instead of literal database values. Removing this parameter or setting its value to "false"

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retrieves literal database values.

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<?xml version="1.0" encoding="UTF-8"?>

<response>
<result>
<parent/>
<caused_by/>
<watch_list/>
<active_escalation/>
<upon_reject>Cancel all future Tasks</upon_reject>
<sys_updated_on>2020-03-18 05:47:00</sys_updated_on>
<support_manager/>
<approval_history/>
<skills/>
<number>CS0001016</number>
<problem/>
<initiated_as_request>false</initiated_as_request>
<state>Open</state>
<case>charging repeatedly\xe2\x80\x8bCS0001016</case>
<sys_created_by>[Link]</sys_created_by>
<knowledge>false</knowledge>
<order/>
<assigned_on/>
<cmdb_ci/>
<delivery_plan/>
<impact>3 - Low</impact>
<contract>CNTR0000603</contract>
<active>true</active>
<work_notes_list/>
<auto_created_case>false</auto_created_case>
<priority>4 - Low</priority>
<sys_domain_path>/</sys_domain_path>
<rejection_goto/>
<first_response_time>2020-03-18 05:46:14</first_response_time>
<business_duration/>
<group_list/>
<child_case_creation_progress>false</child_case_creation_progress>
<sync_driver>false</sync_driver>
<internal_contact/>
<approval_set/>
<wf_activity/>
<needs_attention>true</needs_attention>
<universal_request/>
<short_description>charging repeatedly</short_description>
<correlation_display/>
<delivery_task/>
<work_start/>
<hierarchical_variables>variable_pool</hierarchical_variables>
<recipient_list/>
<additional_assignee_list/>
<variable_pool/>
<notify>Do Not Notify</notify>
<sys_class_name>Case</sys_class_name>
<service_offering/>
<closed_by/>
<follow_up/>
<contact_local_time/>
<sn_app_cs_social_social_profile/>
<reassignment_count>0</reassignment_count>
<contact_time_zone>null</contact_time_zone>
<notes_to_comments>false</notes_to_comments>
<assigned_to/>
<product/>
<variables/>
<sla_due>UNKNOWN</sla_due>
<change/>
<comments_and_work_notes>2020-03-18 05:47:00 - George Warren (Additional comments)\nreject resolution\n\n2020-03-18 05:46:14 - test e
<stage>null</stage>
<partner/>
<escalation>Normal</escalation>
<upon_approval>Proceed to Next Task</upon_approval>
<partner_contact/>
<correlation_id/>
<asset/>
<made_sla>true</made_sla>
<sn_esign_document/>
<task_effective_number>CS0001016</task_effective_number>
<resolved_by>test external</resolved_by>
<sys_updated_by>[Link]</sys_updated_by>
<opened_by>Jodi Seals</opened_by>
<user_input/>
<sys_created_on>2020-03-18 00:22:11</sys_created_on>
<contact>
<country>null</country>
<calendar_integration>Outlook</calendar_integration>

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<last_position_update/>
<last_login_time>2020-03-18 05:21:58</last_login_time>
<last_login_device>[Link]</last_login_device>
<source/>
<sys_updated_on>2020-03-17 23:24:26</sys_updated_on>
<building/>
<web_service_access_only>false</web_service_access_only>
<notification>Enable</notification>
<sys_updated_by>system</sys_updated_by>
<enable_multifactor_authn>false</enable_multifactor_authn>
<sys_created_on>2019-05-16 13:26:32</sys_created_on>
<sys_domain>global</sys_domain>
<agent_status>null</agent_status>
<state/>
<vip>true</vip>
<sys_created_by>admin</sys_created_by>
<longitude/>
<zip/>
<home_phone/>
<time_format>null</time_format>
<last_login>2020-03-18</last_login>
<default_perspective/>
<geolocation_tracked>false</geolocation_tracked>
<active>true</active>
<time_sheet_policy/>
<sys_domain_path>/</sys_domain_path>
<transaction_log/>
<phone>+1 858 287 7834</phone>
<cost_center/>
<name>George Warren</name>
<employee_number/>
<gender>null</gender>
<city/>
<hr_integration_source/>
<user_name>[Link]</user_name>
<failed_attempts>0</failed_attempts>
<edu_status>null</edu_status>
<latitude/>
<roles/>
<title>Network Administrator</title>
<sys_class_name>Contact</sys_class_name>
<sys_id>ddce70866f9331003b3c498f5d3ee417</sys_id>
<internal_integration_user>false</internal_integration_user>
<ldap_server/>
<mobile_phone>+1 858 867 7857</mobile_phone>
<street/>
<company>Boxeo</company>
<department/>
<first_name>George</first_name>
<preferred_language>null</preferred_language>
<introduction>null</introduction>
<email>[Link]@[Link]</email>
<manager/>
<locked_out>false</locked_out>
<sys_mod_count>5</sys_mod_count>
<last_name>Warren</last_name>
<photo/>
<avatar>[Link]</avatar>
<sys_tags/>
<middle_name/>
<time_zone>null</time_zone>
<schedule/>
<on_schedule>null</on_schedule>
<correlation_id/>
<date_format>null</date_format>
<location>2200 Powell Street, San Francisco,CA</location>
<account>Boxeo</account>
</contact>
<sys_domain>global</sys_domain>
<route_reason/>
<closed_at/>
<follow_the_sun>false</follow_the_sun>
<entitlement/>
<business_service/>
<business_impact/>
<time_worked/>
<expected_start/>
<opened_at>2020-03-18 00:21:53</opened_at>
<work_end/>
<resolved_at>2020-03-18 05:46:14</resolved_at>
<case_report>CSR0010014</case_report>
<subcategory>Question</subcategory>
<work_notes/>
<assignment_group/>
<cause/>

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<description/>
<proactive>false</proactive>
<calendar_duration/>
<close_notes/>
<auto_close>false</auto_close>
<sys_id>04692d36db2b0010f99ed3fa5e96191f</sys_id>
<sn_esign_esignature_configuration/>
<contact_type>Phone</contact_type>
<resolution_code>null</resolution_code>
<probable_cause/>
<urgency>3 - Low</urgency>
<company/>
<major_case_state>null</major_case_state>
<consumer/>
<activity_due>UNKNOWN</activity_due>
<action_status>Needs attention</action_status>
<comments>2020-03-18 05:47:00 - George Warren (Additional comments)\nreject resolution\n\n2020-03-18 05:46:14 - test external (Additi
<approval>Not Yet Requested</approval>
<due_date/>
<sys_mod_count>5</sys_mod_count>
<sys_tags/>
<active_account_escalation/>
<location/>
<category>Issue</category>
<incident/>
<account>
<banner_image_light/>
<country>USA</country>
<parent/>
<notes/>
<stock_symbol/>
<discount/>
<active_escalation/>
<sys_updated_on>2020-03-16 12:37:35</sys_updated_on>
<apple_icon/>
<number>ACCT0000001</number>
<sys_updated_by>admin</sys_updated_by>
<fiscal_year/>
<sys_created_on>2019-05-04 14:29:16</sys_created_on>
<contact>Julie Lewis</contact>
<stock_price/>
<state/>
<banner_image/>
<sys_created_by>venki</sys_created_by>
<longitude>-122.4005464</longitude>
<zip>94103</zip>
<profits>$0.00</profits>
<phone>(626) 722-6999</phone>
<fax_phone/>
<name>Boxeo</name>
<banner_text/>
<account_code>~~~~1</account_code>
<primary>false</primary>
<city>San Francisco</city>
<latitude>37.7838391</latitude>
<sys_class_name>Account</sys_class_name>
<manufacturer>false</manufacturer>
<account_parent/>
<sys_id>86837a386f0331003b3c498f5d3ee4ca</sys_id>
<market_cap>$0.00</market_cap>
<num_employees/>
<rank_tier>null</rank_tier>
<street>747 Howard St</street>
<vendor>false</vendor>
<lat_long_error/>
<theme/>
<vendor_type/>
<website>[Link]</website>
<revenue_per_year>$0.00</revenue_per_year>
<publicly_traded>false</publicly_traded>
<sys_mod_count>9</sys_mod_count>
<sys_tags/>
<partner>false</partner>
<registration_code>BOXEO</registration_code>
<vendor_manager/>
<account_path>~~~~1</account_path>
<primary_contact>Julie Lewis</primary_contact>
<customer>true</customer>
</account>
</result>
<result>
<parent/>
<caused_by/>
<watch_list/>
<active_escalation/>

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<upon_reject>Cancel all future Tasks</upon_reject>

<sys_updated_on>2020-03-18 00:20:29</sys_updated_on>
<support_manager/>
<approval_history/>
<skills/>
<number>CS0001014</number>
<problem/>
<initiated_as_request>false</initiated_as_request>
<state>New</state>
<case>email server is down\xe2\x80\x8bCS0001014</case>
<sys_created_by>[Link]</sys_created_by>
<knowledge>false</knowledge>
<order/>
<assigned_on/>
<cmdb_ci/>
<delivery_plan/>
<impact>3 - Low</impact>
<contract>CNTR0000603</contract>
<active>true</active>
<work_notes_list/>
<auto_created_case>false</auto_created_case>
<priority>4 - Low</priority>
<sys_domain_path>/</sys_domain_path>
<rejection_goto/>
<first_response_time/>
<business_duration/>
<group_list/>
<child_case_creation_progress>false</child_case_creation_progress>
<sync_driver>false</sync_driver>
<internal_contact/>
<approval_set/>
<wf_activity/>
<needs_attention>false</needs_attention>
<universal_request/>
<short_description>email server is down</short_description>
<correlation_display/>
<delivery_task/>
<work_start/>
<hierarchical_variables>variable_pool</hierarchical_variables>
<recipient_list/>
<additional_assignee_list/>
<variable_pool/>
<notify>Do Not Notify</notify>
<sys_class_name>Order Case</sys_class_name>
<service_offering/>
<closed_by/>
<follow_up/>
<contact_local_time/>
<sn_app_cs_social_social_profile/>
<reassignment_count>0</reassignment_count>
<contact_time_zone>null</contact_time_zone>
<notes_to_comments>false</notes_to_comments>
<assigned_to/>
<product/>
<variables/>
<sla_due>UNKNOWN</sla_due>
<change/>
<comments_and_work_notes>2020-03-18 00:20:22 - George Warren (Additional comments)\ndsdf sdasfd\n\n</comments_and_work_notes>
<stage>null</stage>
<partner/>
<escalation>Normal</escalation>
<upon_approval>Proceed to Next Task</upon_approval>
<partner_contact/>
<correlation_id/>
<asset/>
<made_sla>true</made_sla>
<sn_esign_document/>
<task_effective_number>CS0001014</task_effective_number>
<resolved_by/>
<sys_updated_by>system</sys_updated_by>
<opened_by>George Warren</opened_by>
<user_input/>
<sys_created_on>2020-03-18 00:20:22</sys_created_on>
<contact>
<country>null</country>
<calendar_integration>Outlook</calendar_integration>
<last_position_update/>
<last_login_time>2020-03-18 05:21:58</last_login_time>
<last_login_device>[Link]</last_login_device>
<source/>
<sys_updated_on>2020-03-17 23:24:26</sys_updated_on>
<building/>
<web_service_access_only>false</web_service_access_only>
<notification>Enable</notification>
<sys_updated_by>system</sys_updated_by>

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<enable_multifactor_authn>false</enable_multifactor_authn>
<sys_created_on>2019-05-16 13:26:32</sys_created_on>
<sys_domain>global</sys_domain>
<agent_status>null</agent_status>
<state/>
<vip>true</vip>
<sys_created_by>admin</sys_created_by>
<longitude/>
<zip/>
<home_phone/>
<time_format>null</time_format>
<last_login>2020-03-18</last_login>
<default_perspective/>
<geolocation_tracked>false</geolocation_tracked>
<active>true</active>
<time_sheet_policy/>
<sys_domain_path>/</sys_domain_path>
<transaction_log/>
<phone>+1 858 287 7834</phone>
<cost_center/>
<name>George Warren</name>
<employee_number/>
<gender>null</gender>
<city/>
<hr_integration_source/>
<user_name>[Link]</user_name>
<failed_attempts>0</failed_attempts>
<edu_status>null</edu_status>
<latitude/>
<roles/>
<title>Network Administrator</title>
<sys_class_name>Contact</sys_class_name>
<sys_id>ddce70866f9331003b3c498f5d3ee417</sys_id>
<internal_integration_user>false</internal_integration_user>
<ldap_server/>
<mobile_phone>+1 858 867 7857</mobile_phone>
<street/>
<company>Boxeo</company>
<department/>
<first_name>George</first_name>
<preferred_language>null</preferred_language>
<introduction>null</introduction>
<email>[Link]@[Link]</email>
<manager/>
<locked_out>false</locked_out>
<sys_mod_count>5</sys_mod_count>
<last_name>Warren</last_name>
<photo/>
<avatar>[Link]</avatar>
<sys_tags/>
<middle_name/>
<time_zone>null</time_zone>
<schedule/>
<on_schedule>null</on_schedule>
<correlation_id/>
<date_format>null</date_format>
<location>2200 Powell Street, San Francisco,CA</location>
<account>Boxeo</account>
</contact>
<sys_domain>global</sys_domain>
<route_reason/>
<closed_at/>
<follow_the_sun>false</follow_the_sun>
<entitlement>24x7 Customer Support</entitlement>
<business_service/>
<business_impact/>
<time_worked/>
<expected_start/>
<opened_at>2020-03-18 00:20:22</opened_at>
<work_end/>
<resolved_at/>
<case_report>CSR0010012</case_report>
<subcategory>Question</subcategory>
<work_notes/>
<assignment_group/>
<cause/>
<description/>
<proactive>false</proactive>
<calendar_duration/>
<close_notes/>
<auto_close>false</auto_close>
<sys_id>69f86df2db2b0010f99ed3fa5e96194d</sys_id>
<sn_esign_esignature_configuration/>
<contact_type>Web</contact_type>
<resolution_code>null</resolution_code>

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<probable_cause/>
<urgency>3 - Low</urgency>
<company/>
<major_case_state>null</major_case_state>
<consumer/>
<activity_due>UNKNOWN</activity_due>
<action_status/>
<comments>2020-03-18 00:20:22 - George Warren (Additional comments)\ndsdf sdasfd\n\n</comments>
<approval>Not Yet Requested</approval>
<due_date/>
<sys_mod_count>2</sys_mod_count>
<sys_tags/>
<active_account_escalation/>
<location/>
<category>Issue</category>
<incident/>
<account>
<banner_image_light/>
<country>USA</country>
<parent/>
<notes/>
<stock_symbol/>
<discount/>
<active_escalation/>
<sys_updated_on>2020-03-16 12:37:35</sys_updated_on>
<apple_icon/>
<number>ACCT0000001</number>
<sys_updated_by>admin</sys_updated_by>
<fiscal_year/>
<sys_created_on>2019-05-04 14:29:16</sys_created_on>
<contact>Julie Lewis</contact>
<stock_price/>
<state/>
<banner_image/>
<sys_created_by>venki</sys_created_by>
<longitude>-122.4005464</longitude>
<zip>94103</zip>
<profits>$0.00</profits>
<phone>(626) 722-6999</phone>
<fax_phone/>
<name>Boxeo</name>
<banner_text/>
<account_code>~~~~1</account_code>
<primary>false</primary>
<city>San Francisco</city>
<latitude>37.7838391</latitude>
<sys_class_name>Account</sys_class_name>
<manufacturer>false</manufacturer>
<account_parent/>
<sys_id>86837a386f0331003b3c498f5d3ee4ca</sys_id>
<market_cap>$0.00</market_cap>
<num_employees/>
<rank_tier>null</rank_tier>
<street>747 Howard St</street>
<vendor>false</vendor>
<lat_long_error/>
<theme/>
<vendor_type/>
<website>[Link]</website>
<revenue_per_year>$0.00</revenue_per_year>
<publicly_traded>false</publicly_traded>
<sys_mod_count>9</sys_mod_count>
<sys_tags/>
<partner>false</partner>
<registration_code>BOXEO</registration_code>
<vendor_manager/>
<account_path>~~~~1</account_path>
<primary_contact>Julie Lewis</primary_contact>
<customer>true</customer>
</account>
</result>
</response>

POST /sn_customerservice/case
Creates a new Customer Service Management (CSM) case.

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To use this endpoint, users must have the csm_ws_integration, sn_customerservice.customer, or

sn_customerservice.consumer role.

You can create different types of cases depending on whether you are working in a business-to-
business (B2B) or business-to-consumer (B2C) environment, or creating a case for an order or
product.

In addition, you can create a social media profile for a contact, consumer, or account using this
endpoint. To create a social media profile, you must specify the following parameters in the request
body:

social_channel
social_handle
social_handle_type
social_handle_url
social_post_url

All request body parameters are optional. Some parameters are only valid in one environment or the
other (B2B or B2C), and are noted as such in the request body parameter descriptions. If you specify
a contact, the account, case report, contract, and entitlement parameters are defaulted to the values
defined in the contact/account records. If you specify an account, the case report, contract, and
entitlement parameters are defaulted to the values defined in the account record (unless overridden
by passed in parameters.) If you do not pass any parameters to the endpoint, the case record is
created with only default information (defined in the table below) and instance generated values
(sys_*). All other parameters are set with their equivalent of a null value. In addition to the list of
parameters defined below, which define the parameters found in a base system, the endpoint also
accepts custom case fields and any additional case fields configured in your instance. For additional
information on these elements, refer to your specific table definitions [System Definition > Tables].

Warning: This endpoint does not perform parameter validation as doing so can create excessive
overhead. If a request parameter is misspelled, is not valid for the type of case, or is not supported by
the endpoint, it is either ignored without warning or can cause unexpected results. For example, if you
create a consumer or contact for the wrong type of case or mismatch a contact with an account.

Warning: By default, external users who have the sn_customerservice.customer or

sn_customerservice.consumer role can only set the account, asset, comments, consumer, contact,
contact_type, partner, partner_contact, priority, product, short_description, and state fields using this
endpoint.

Note: You can reference all sysparm query parameters using either their full name or their shortened
name (without the sysparm_ prefix). For example, for sysparm_limit you can also use limit.

URL Format

Name Value

Default URL /api/sn_customerservice/case

Versioned URL /api/sn_customerservice/{api_version}/case

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Path parameters

Name Description

Optional. Version of the endpoint to access. For example, v1 or v2. Only

specify this value to use an endpoint version other than the latest.
api_version
Data type: String

Query parameters

Name Description

None

Request body parameters (XML or JSON)

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Element Description

Sys_id of the account associated with the case; located in the Account
[customer_account] table.
account Data type: String

Default: If contact specified, defaults to account specified in contact record.

Flag that indicates whether the case is open and active.

Possible values:

true: Case is active

active
false: Case is closed

Data type: Boolean

Default: true

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_account_escalation
Data type: String

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_escalation
Data type: String

Date for which the associated case is expected to be completed.

activity_due
Data type: String

List of the sys_ids of the additional persons (other than primary assignee)
that have been assigned to the account. Located in the User [sys_user] table.
additional_assignee_list Data type: Array

Maximum: 4,000

String that describes the type of approval required.

Possible values:

approved
cancelled
duplicate
not_required
approval not requested
rejected
requested

Data type: String

Maximum characters: 40

Default: not requested

Sys_id of the person assigned to the case. Located in the User [sys_user]
table.
assigned_to
Data type: String

Sys_id of the customer service agent group assigned to the case. Located in
the Group [sys_user_group] table.
assignment_group
Data type: String

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Flag that indicates whether the case was automatically generated by another
action/event.

Possible values:
auto_created_case
true: Case was auto generated
false: Case was manually generated

Data type: Boolean

Length in calendar work hours, work days, and work weeks that it took to
complete the case.
business_duration
Data type: String

Impact of the issue on the associated customer.

business_impact Data type: String

Maximum characters: 4,000

Sys_id of the service record associated with the case. Located in the Service
[cmdb_ci_service] table.
business_service
Data type: String

Case category.

Possible values:

0: Question
category 1: Issue
2: Feature

Data type: Number (Integer)

Default: 1

Details about the cause of the problem.

cause Data type: String

Maximum length: 4,000

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
caused_by
Data type: String

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
change
Data type: String

Flag that indicates whether the case is a child case that was created from a
major case.

Possible values:
child_case_creation_progress
true: Child case created from a major case
false: Not a child case

Data type: Boolean

Notes made when the case was closed.

close_notes Data type: String

Maximum length: 4,000

Date and time that the case was closed.

closed_at
Data type: String

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Sys_id of the user that closed the case. Located in the User [sys_user] table.
closed_by
Data type: String

Sys_id of the configuration item associated with the case. Located in the
Configuration Item [cmdb_ci] table.
cmdb_ci
Data type: String

Additional comments about the case.

comments Data type: String

Maximum length: 4,000

Sys_id of the company associated with the case. Located in the Company
[core_company] table.
company
Data type: String

Business-to-consumer cases only. Sys_id of the person to contact with

regards to this case. Located in the Consumer [csm_consumer] table.
consumer
Data type: String

Business-to-business based cases only. Sys_id of the person to contact

regarding this case. Located in the Contact [customer_contact] table.
contact
Data type: String

Time zone of the contact associated with the case.

contact_time_zone Data type: String

Maximum length: 40

Method in which the case was initially reported.

Possible values:

chat
email
phone
contact_type
social
web

Data type: String

Maximum length: 40

Sys_id of the contract associated with the case. Located in the Contract
[ast_contract] table. This contract contains information about the type of
support that is provided to the company associated to the case. A contract
contract can include a company and contact and the specific assets that are covered.
A contract can also include multiple service entitlements and SLAs.

Data type: String

Correlation display.

correlation_display Data type: String

Maximum length: 100

Correlation identifier.

correlation_id Data type: String

Maximum length: 100

Sys_id of the parent execution plan for this case. Located in the Execution
Plan [sc_cat_item_delivery_plan] table.
delivery_plan
Data type: String

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Sys_id of the execution plan task. Located in the Execution Plan Task
[sc_cat_item_delivery_task] table.
delivery_task
Data type: String

Detailed description of the problem associated with the case.

description Data type: String

Maximum length: 4,000

Date that the case is due to be closed.

due_date
Data type: String

Sys_id of the entitlement record associated with the case. Located in the
Entitlement [service_entitlement] table. Entitlements define the type of
support that a customer receives as well as the supported communication
entitlement channels. An entitlement can be associated with a product, an asset, an
account, or a contract.

Data type: String

Current escalation level.

Possible values:

0: Normal
1: Moderate
escalation
2: High
3: Overdue

Data type: Number (Integer)

Default: 0

Date and time when work is scheduled to begin on the case.

expected_start
Data type: String

Date and time when the first action was taken on the case.
first_response_time
Data type: String

Flag that indicates whether the case should be handed-off for global follow-
up.

If a customer enters additional comments on a Priority 1 - Critical or a Priority

2 - High case, or if the case is escalated, the flag is automatically set to true.

Possible values:
follow_the_sun
true: Case should be handed-off for global follow-up
false: Case should not be handed-off for global follow-up

Data type: Boolean

Default: false

List of sys_ids of the group records associated with the case. Located in the
Group [sys_user_group] table.
group_list
Data type: Array

Impact on customer.

Possible values:

1: High
impact 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

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Flag that indicates if there is a knowledge base article available for the
specified issue.

Possible values:

knowledge true: Knowledge base article is available for this issue

false: Knowledge base article is not available for this issue

Data type: Boolean

Default: false

Sys_id of the record describing the company location. Located in the

Location [cmn_location] table.
location
Data type: String

Flag that indicates whether the case was resolved in alignment with the
associated service level agreement.

Possible values:

made_sla true: Case was resolved in alignment with SLA

false: Case was not resolved according to the SLA

Data type: Boolean

Default: true

Current state of the major case.

Possible values:

accepted: Initial state when a manager creates a major case or when a

manager promotes a candidate case.
canceled: Case is canceled.
major_case_state
proposed: Initial state when an agent or manager creates or proposes a
candidate case.
rejected: Manager rejected candidate case.

Data type: String

Maximum length: 40

Flag that indicates whether to add the resolution notes to the comments.

Possible values:
notes_to_comments true: Resolutions notes, when added, are also added to the comments
false: Resolution notes in comments are not required

Data type: Boolean

Method to use to notify contact/consumer.

Possible values:

1: Do not notify
notify 2: Send email
3: Telephone

Data type: Number (Integer)

Default: 1

Case number.

number Data type: String

Maximum length: 40

Date and time that the case was opened.

opened_at
Data type: String

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Sys_id of the person that initially opened the case. Located in the User
[sys_user] table.
opened_by
Data type: String

Order of the case.

order
Data type: Number (Integer)

Sys_id of the parent case to which this case (child) is associated. Located in
the Task [task] table.
parent
Data type: String

Sys_id of the partner associated with the case. Located in the Account
[customer_account] table.
partner
Data type: String

Sys_id of the partner contact associated with the case. Located in the
Contact [customer_contact] table.
partner_contact
Data type: String

Priority of the case.

Possible values:

1: Critical
2: High
priority 3: Moderate
4: Low

Data type: Number (Integer)

Default: 4

Possible cause of the issue associated with the case.

probable_cause Data type: String

Maximum length: 4,000

Sys_id of the issue that the customer is encountering. Located in the Problem
[problem] table.
problem
Data type: String

Sys_id of the product model of the asset associated to the case. Located in
the Product Model [cmdb_model] table. A model is a specific version or
product configuration of an asset (for example, Apple Mac Book Pro).

Data type: String

Number of times that the case was reassigned to a person that is responsible
for moving the case forward.
reassignment_count Data type: Number (Integer)

Default: 0

Sys_id of the record that contains the list of recipients for communications
about this case. Located in the Recipients List
recipient_list [sn_publications_recipients_list] table.

Data type: String

Sys_id of the task to execute if the case is rejected. Located in the Task [task]
table.
rejection_goto
Data type: String

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Resolution state for the case, such as "Solved - Fixed by Support/Guidance

provided".
resolution_code
Data type: String

Maximum length: 40

Date and time that the case was resolved.

resolved_at
Data type: String

Sys_id of the person that resolved the case. Located in the User [sys_user]
table.
resolved_by
Data type: String

Concise description of the case.

short_description Data type: String

Maximum length: 160

List of the unique identifiers (sys_id) of the skills needed to complete the
case. Located in the Skill [cmn_skill] table.
skills
Data type: String

Date/time at which the case must be closed based on the associated service
level agreement.
sla_due
Data type: String

Type of social media channel such as Twitter, Facebook, or Instagram.

social_channel
Data type: String

User handle on the channel.

social_handle
Data type: String

Type of case to associate the social media profile.

Valid values:

social_handle_type account
consumer
contact

Data type: String

URL of the user's social media handle.

social_handle_url
Data type: String

URL of the social message from which the case is being generated.
social_post_url
Data type: String

Current state of the case.

Possible values:

1: New
3: Closed
state 6: Resolved
10: Open
18: Awaiting Info

Data type: Number (Integer)

Default: 1

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Case subcategory.

Possible values:

subcategory 0: Question

Data type: Number (Integer)

Default: 0

Sys_id of the CSM manager assigned to the case. Located in the User
[sys_user] table.
support_manager
Data type: String

Flag that indicates whether there is driver synchronization.

Possible values:
sync_driver true: Driver is synchronized
false: Driver is not synchronized

Data type: Boolean

Domain path.

Data type: String

sys_domain_path
Maximum length: 255

Default: /

Total amount of time worked on the case.

time_worked
Data type: String

Action to take if the case is approved.

Possible values:

do_nothing
proceed
upon_approval
Data type: String

Maximum length: 40

Default: proceed

Action to take if the case is rejected.

Possible values:

cancel
goto
upon_reject
Data type: String

Maximum length: 40

Default: cancel

Urgency of the case.

Possible values:

1: High
urgency 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

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Additional user input.

user_input Data type: String

Maximum length: 4,000

Name-value pairs of variables associated with the case.

variables Data type: String

Maximum length: 40

List of sys_ids of the users who receive notifications about this case when
additional comments are added or if the state of a case is changed to
watch_list Resolved or Closed. Located in the User [sys_user] table.

Data type: Array

Sys_id of the workflow activity record associated with the case. Located in
the Workflow Activity [wf_activity] table.
wf_activity
Data type: String

Date and time work ended on the case.

work_end
Data type: String

List of sys_ids of the internal users who receive notifications about this case
when work notes are added. Located in the User [sys_user] table.
work_notes_list
Data type: Array

Date and time that work started on the case.

work_start
Data type: String

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in
a distinct way. For a list of general headers used in the REST API, see Supported REST API headers
([Link]
rest/concept/c_RESTAPI.html).

Request headers

Header Description

Accept Data format of the response body. Only supports application/json.

Content-Type Data format of the request body. Only supports application/json.

Response headers

Header Description

None

Status codes

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The following status codes apply to this HTTP action. For a list of possible status codes used in the
REST API, see REST response codes ([Link]
development/page/integrate/inbound-rest/reference/r_RESTAPIHTTPResponseCodes.html).

Status codes

Status code Description

201 New case record was successfully created.

401 Unauthorized. The user credentials are incorrect or have not been passed.

500 Internal Server Error. A logic error on the server-side code occurred.

Response body parameters (JSON or XML)

URL Format

Element Description

Associated case number.

number
Data type: String

Sys_id of the new case record created in the Case

[sn_customerservice_case] table.
sys_id
Data type: String

Curl

The following illustrates how to create a case based on a consumer and also create a new social
media account that is associated with the case.

curl "[Link] \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{ \
consumer: \"cd97ef1ddb8bc7006b7a9646db9619ac\", \
contact_type: \"social\", \
priority: \"4\", \
short_description: \"Consumer Test Case\", \
social_channel: \"TWITTER\", \
social_handle: \"consumertwo\", \
social_handle_type: \"Consumer\", \
social_handle_url: \"[Link] \
social_post_url: \"[Link] \
--user "username":"password"

{
"result": {
"sys_id": "0397c743db436f0057c3fd441d96197f",
"number": "CS0001005"
}
}

Curl

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The following illustrates how to create a case for an account.

curl "[Link] \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{ \
account: \"051f62b0d7300200e5982cf65e610333\", \
contact_type: \"phone\", \
priority: \"1\", \
short_description: \"Power Outage\"}" \
--user "username":"password"

{
"result": {
"sys_id": "b88366ffdb1b0b00216e9ee6db96190b",
"number": "CS0001021"
}
}

Curl

The following illustrates how to create a case for a specific contact. Note that if an account is
specified within the contact record, that account is automatically assigned to the case.

curl "[Link] \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{ \
contact: \"62fe1c97db76c3006b7a9646db961999\", \
contact_type: \"phone\", \
priority: \"3\", \
short_description: \"Power Outage\"}" \
--user "username":"password"

{
"result": {
"sys_id": "bf916affdb1b0b00216e9ee6db961937",
"number": "CS0001013"
}
}

Python

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# Install requests package for python

import requests

# Set the request parameters

url = '[Link]

# Set the user credentials

user = 'username'
pwd = 'password'

# Set the proper headers

headers = {"Content-Type":"application/json", "Accept":"application/json"}

# Make the HTTP request

response = [Link](url, auth=(user, pwd), headers=headers, data="{\"contact\": \"62fe1c97db76c3006b7a

# Check for HTTP codes other than 201

if response.status_code != 201:
print('Status:', response.status_code, 'Headers:', [Link], 'Error Response:', [Link]())
exit()

# Decode the JSON response into a dictionary and use the data
data = [Link]()
print(data)

{
"result": {
"sys_id":"c7940ed1db9ba30057c3fd441d961967",
"number":"CS0001074"
}
}

PUT /sn_customerservice/case/{id}
Updates the specified existing Customer Service Management (CSM) case with the passed-in
parameters.

Warning: This endpoint does not perform parameter validation as doing so can create excessive
overhead. If a request parameter is misspelled, is not valid for the type of case, or is not supported by
the endpoint, it is either ignored without warning or can cause unexpected results. For example, if you
create a consumer or contact for the wrong type of case or mismatch a contact with an account.
Warning: By default, external users who have the sn_customerservice.customer or
sn_customerservice.consumer role can only set the comments and state fields using this endpoint.
Admins can enable external users to set additional fields by specifying the field names in the
UPDATE_ALLOWED_FIELDS array defined in the CaseRESTAPIValidatorForExternalUser script
include. Exercise caution when adding new fields to this array, as there may not be existing validators
for input into those fields. For more information on script includes, see Script includes
([Link]
scripting/concept/c_ScriptIncludes.html).

Note: You can reference all sysparm query parameters using either their full name or their shortened
name (without the sysparm_ prefix). For example, for sysparm_limit you can also use limit.

URL Format

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Name Value

Default URL /api/sn_customerservice/case/{id}

Versioned URL /api/sn_customerservice/{api_version}/case/{id}

Notes on request body parameters

All request body parameters are optional. Not all parameters apply to all case
types (B2B vs B2C and order vs product.) Ensure that the parameters that
Additional info you set do not conflict, such as a mismatch between the account and contact
or consumer. In addition to the list of elements defined below (which define
the elements found in a base system), the endpoint also accepts custom
case fields and any additional case fields configured in your instance. For
additional information on these elements, refer to your specific table
definitions [System Definition > Tables].

Path parameters

Name Description

Optional. Version of the endpoint to access. For example, v1 or v2. Only

specify this value to use an endpoint version other than the latest.
api_version
Data type: String

Sys_id of the case to update. Located in the Case

id
[sn_customerservice_case] table.

Query parameters

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Name Description

Determines the type of data returned, either the actual values from the
database or the display values of the fields. Display values are manipulated
based on the actual value in the database and user or system settings and
preferences.
If returning display values, the value that is returned is dependent on the field
type.

Choice fields: The database value may be a number, but the display
value will be more descriptive.
Date fields: The database value is in UTC format, while the display
value is based on the user's time zone.
Encrypted text: The database value is encrypted, while the displayed
value is unencrypted based on the user's encryption context.
Reference fields: The database value is sys_id, but the display value is
a display field of the referenced record.
sysparm_display_value
Data type: String

Valid values:

true: Returns the display values for all fields.

false: Returns the actual values from the database.
all: Returns both actual and display values.

Default: false

Note: There is no preferred method for setting this parameter. However,

specifying the display value may cause performance issues since it is not
reading directly from the database and may include referencing other fields
and records. For more information on display values and actual values, see
Table API FAQs (KB0534905). ([Link]
sysparm_article=KB0534905)

Comma-separated list of fields to return in the response.

sysparm_fields
Data type: String

Flag that indicates whether to return the updated case record.

Valid values:

true: Return updated case record.

sysparm_get_case_details
false: Do not return the updated case record.

Data type: Boolean

Default: false

Request body parameters (XML or JSON)

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Element Description

Sys_id of the account associated with the case. Located in the Account
[customer_account] table.
account Data type: String

Default: If contact specified, defaults to account specified in contact record.

Flag that indicates whether the case is open and active.

Possible values:

true: Case is active

active
false: Case is closed

Data type: Boolean

Default: true

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_account_escalation
Data type: String

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_escalation
Data type: String

Date for which the associated case is expected to be completed.

activity_due
Data type: String

List of the sys_ids of the additional persons (other than primary assignee)
that have been assigned to the account. Located in the User [sys_user] table.
additional_assignee_list Data type: Array

Maximum: 4,000

String that describes the type of approval required.

Possible values:

approved
cancelled
duplicate
not_required
approval not requested
rejected
requested

Data type: String

Maximum characters: 40

Default: not requested

Sys_id of the person assigned to the case. Located in the User [sys_user]
table.
assigned_to
Data type: String

Sys_id of the customer service agent group assigned to the case. Located in
the Group [sys_user_group] table.
assignment_group
Data type: String

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Flag that indicates whether the case was automatically generated by another
action/event.

Possible values:
auto_created_case
true: Case was auto generated
false: Case was manually generated

Data type: Boolean

Length in calendar work hours, work days, and work weeks that it took to
complete the case.
business_duration
Data type: String

Impact of the issue on the associated customer.

business_impact Data type: String

Maximum characters: 4,000

Sys_id of the service record associated with the case. Located in the Service
[cmdb_ci_service] table.
business_service
Data type: String

Case category.

Possible values:

0: Question
category 1: Issue
2: Feature

Data type: Number (Integer)

Default: 1

Details about the cause of the problem.

cause Data type: String

Maximum length: 4,000

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
caused_by
Data type: String

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
change
Data type: String

Flag that indicates whether the case is a child case that was created from a
major case.

Possible values:
child_case_creation_progress
true: Child case created from a major case
false: Not a child case

Data type: Boolean

Notes made when the case was closed.

close_notes Data type: String

Maximum length: 4,000

Date and time that the case was closed.

closed_at
Data type: String

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Sys_id of the user that closed the case. Located in the User [sys_user] table.
closed_by
Data type: String

Sys_id of the configuration item associated with the case. Located in the
Configuration Item [cmdb_ci] table.
cmdb_ci
Data type: String

Additional comments about the case.

comments Data type: String

Maximum length: 4,000

Sys_id of the company associated with the case. Located in the Company
[core_company] table.
company
Data type: String

Business-to-consumer cases only. Sys_id of the person to contact with

regards to this case. Located in the Consumer [csm_consumer] table.
consumer
Data type: String

Business-to-business based cases only. Sys_id of the person to contact

regarding this case. Located in the Contact [customer_contact] table.
contact
Data type: String

Time zone of the contact associated with the case.

contact_time_zone Data type: String

Maximum length: 40

Method in which the case was initially reported.

Possible values:

chat
email
phone
contact_type
social
web

Data type: String

Maximum length: 40

Sys_id of the contract associated with the case. Located in the Contract
[ast_contract] table. This contract contains information about the type of
support that is provided to the company associated to the case. A contract
contract can include a company and contact and the specific assets that are covered.
A contract can also include multiple service entitlements and SLAs.

Data type: String

Correlation display.

correlation_display Data type: String

Maximum length: 100

Correlation identifier.

correlation_id Data type: String

Maximum length: 100

Sys_id of the parent execution plan for this case. Located in the Execution
Plan [sc_cat_item_delivery_plan] table.
delivery_plan
Data type: String

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Sys_id of the execution plan task. Located in the Execution Plan Task
[sc_cat_item_delivery_task] table.
delivery_task
Data type: String

Detailed description of the problem associated with the case.

description Data type: String

Maximum length: 4,000

Date that the case is due to be closed.

due_date
Data type: String

Sys_id of the entitlement record associated with the case. Located in the
Entitlement [service_entitlement] table. Entitlements define the type of
support that a customer receives as well as the supported communication
entitlement channels. An entitlement can be associated with a product, an asset, an
account, or a contract.

Data type: String

Current escalation level.

Possible values:

0: Normal
1: Moderate
escalation
2: High
3: Overdue

Data type: Number (Integer)

Default: 0

Date and time when work is scheduled to begin on the case.

expected_start
Data type: String

Date and time when the first action was taken on the case.
first_response_time
Data type: String

Flag that indicates whether the case should be handed-off for global follow-
up.

If a customer enters additional comments on a Priority 1 - Critical or a Priority

2 - High case, or if the case is escalated, the flag is automatically set to true.

Possible values:
follow_the_sun
true: Case should be handed-off for global follow-up
false: Case should not be handed-off for global follow-up

Data type: Boolean

Default: false

List of sys_ids of the group records associated with the case. Located in the
Group [sys_user_group] table.
group_list
Data type: Array

Impact on customer.

Possible values:

1: High
impact 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

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Flag that indicates if there is a knowledge base article available for the
specified issue.

Possible values:

knowledge true: Knowledge base article is available for this issue

false: Knowledge base article is not available for this issue

Data type: Boolean

Default: false

Sys_id of the record describing the company location. Located in the

Location [cmn_location] table.
location
Data type: String

Flag that indicates whether the case was resolved in alignment with the
associated service level agreement.

Possible values:

made_sla true: Case was resolved in alignment with SLA

false: Case was not resolved according to the SLA

Data type: Boolean

Default: true

Current state of the major case.

Possible values:

accepted: Initial state when a manager creates a major case or when a

manager promotes a candidate case.
canceled: Case is canceled.
major_case_state
proposed: Initial state when an agent or manager creates or proposes a
candidate case.
rejected: Manager rejected candidate case.

Data type: String

Maximum length: 40

Flag that indicates whether to add the resolution notes to the comments.

Possible values:
notes_to_comments true: Resolutions notes, when added, are also added to the comments
false: Resolution notes in comments are not required

Data type: Boolean

Method to use to notify contact/consumer.

Possible values:

1: Do not notify
notify 2: Send email
3: Telephone

Data type: Number (Integer)

Default: 1

Case number.

number Data type: String

Maximum length: 40

Date and time that the case was opened.

opened_at
Data type: String

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Sys_id of the person that initially opened the case. Located in the User
[sys_user] table.
opened_by
Data type: String

Order of the case.

order
Data type: Number (Integer)

Sys_id of the parent case to which this case (child) is associated. Located in
the Task [task] table.
parent
Data type: String

Sys_id of the partner associated with the case. Located in the Account
[customer_account] table.
partner
Data type: String

Sys_id of the partner contact associated with the case. Located in the
Contact [customer_contact] table.
partner_contact
Data type: String

Priority of the case.

Possible values:

1: Critical
2: High
priority 3: Moderate
4: Low

Data type: Number (Integer)

Default: 4

Possible cause of the issue associated with the case.

probable_cause Data type: String

Maximum length: 4,000

Sys_id of the issue that the customer is encountering. Located in the Problem
[problem] table.
problem
Data type: String

Sys_id of the product model of the asset associated to the case. Located in
the Product Model [cmdb_model] table. A model is a specific version or
product configuration of an asset (for example, Apple Mac Book Pro).

Data type: String

Number of times that the case was reassigned to a person that is responsible
for moving the case forward.
reassignment_count Data type: Number (Integer)

Default: 0

Sys_id of the record that contains the list of recipients for communications
about this case. Located in the Recipients List
recipient_list [sn_publications_recipients_list] table.

Data type: String

Sys_id of the task to execute if the case is rejected. Located in the Task [task]
table.
rejection_goto
Data type: String

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Resolution state for the case, such as "Solved - Fixed by Support/Guidance

provided".
resolution_code
Data type: String

Maximum length: 40

Date and time that the case was resolved.

resolved_at
Data type: String

Sys_id of the person that resolved the case. Located in the User [sys_user]
table.
resolved_by
Data type: String

Concise description of the case.

short_description Data type: String

Maximum length: 160

List of the unique identifiers (sys_id) of the skills needed to complete the
case. Located in the Skill [cmn_skill] table.
skills
Data type: String

Date/time at which the case must be closed based on the associated service
level agreement.
sla_due
Data type: String

Type of social media channel such as Twitter, Facebook, or Instagram.

social_channel
Data type: String

User handle on the channel.

social_handle
Data type: String

Type of case to associate the social media profile.

Valid values:

social_handle_type account
contact
consumer

Data type: String

URL of the user's social media handle.

social_handle_url
Data type: String

URL of the social message from which the case is being generated.
social_post_url
Data type: String

Current state of the case.

Possible values:

1: New
3: Closed
state 6: Resolved
10: Open
18: Awaiting Info

Data type: Number (Integer)

Default: 1

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Case subcategory.

Possible values:

subcategory 0: Question

Data type: Number (Integer)

Default: 0

Sys_id of the CSM manager assigned to the case. Located in the User
[sys_user] table.
support_manager
Data type: String

Flag that indicates whether there is driver synchronization.

Possible values:
sync_driver true: Driver is synchronized
false: Driver is not synchronized

Data type: Boolean

Domain path.

Data type: String

sys_domain_path
Maximum length: 255

Default: /

Total amount of time worked on the case.

time_worked
Data type: String

Action to take if the case is approved.

Possible values:

do_nothing
proceed
upon_approval
Data type: String

Maximum length: 40

Default: proceed

Action to take if the case is rejected.

Possible values:

cancel
goto
upon_reject
Data type: String

Maximum length: 40

Default: cancel

Urgency of the case.

Possible values:

1: High
urgency 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

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Additional user input.

user_input Data type: String

Maximum length: 4,000

Name-value pairs of variables associated with the case.

variables Data type: String

Maximum length: 40

List of sys_ids of the users who receive notifications about this case when
additional comments are added or if the state of a case is changed to
watch_list Resolved or Closed. Located in the User [sys_user] table.

Data type: Array

Sys_id of the workflow activity record associated with the case. Located in
the Workflow Activity [wf_activity] table.
wf_activity
Data type: String

Date and time work ended on the case.

work_end
Data type: String

List of sys_ids of the internal users who receive notifications about this case
when work notes are added. Located in the User [sys_user] table.
work_notes_list
Data type: Array

Date and time that work started on the case.

work_start
Data type: String

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in
a distinct way. For a list of general headers used in the REST API, see Supported REST API headers
([Link]
rest/concept/c_RESTAPI.html).

Request headers

Header Description

Accept Data format of the response body. Only supports application/json.

Content-Type Data format of the request body. Only supports application/json.

Response headers

Header Description

None

Status codes

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The following status codes apply to this HTTP action. For a list of possible status codes used in the
REST API, see REST response codes ([Link]
development/page/integrate/inbound-rest/reference/r_RESTAPIHTTPResponseCodes.html).

Status codes

Status code Description

201 Successful.

400 Bad Request. A bad request type or malformed request was detected.

401 Unauthorized. The user credentials are incorrect or have not been passed.

500 Internal Server Error. A logic error on the server-side code occurred.

Response body parameters (JSON or XML)

URL Format

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Element Description

Sys_id of the account record associated with the case. Located in the
Account [customer_account] table.
account
Data type: String

Account details.

Data type: Object

"account": {
"account_code": "String",
"account_parent": "String",
"account_path": "String",
"active_escalation": "String",
"apple_icon": Image,
"banner_image": Image,
"banner_image_light": Image,
"banner_text": "String",
"city": "String",
"contact": "String",
"country": "String",
"customer": "String",
"discount": "String",
"fax_phone": "String",
"fiscal_year": "String",
"lat_long_error": "String",
"latitude": "String",
"longitude": "String",
"market_cap": "String",
"name": "String",
"notes": "String",
"num_employees": Number,
"number": "String",
account "parent": "String",
"partner": "String",
"phone": "String",
"primary": Boolean,
"primary_contact": "String",
"profits": Number,
"publicly_traded": Boolean,
"rank_tier": "String",
"registration_code": "String",
"revenue_per_year": Number,
"state": "String",
"stock_price": "String",
"stock_symbol": "String",
"street": "String",
"sys_class_name": "String",
"sys_created_by": "String",
"sys_created_on": "String",
"sys_id": "String",
"sys_mod_count": Number,
"sys_updated_by": "String",
"sys_updated_on": "String",
"theme": "String",
"vendor": Boolean,
"vendor_manager": "String",
"vendor_type": "String",
"website": "String",
"zip": "String
}

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Unique combination of values that an application uses to identify budget

forecasts and budget plans.
account.account_code Data type: String

Maximum length: 255

Sys_id of the parent account of this account. Located in the Account

[customer_account] table.
account.account_parent
Data type: String

Path from the parent to the child accounts in the account hierarchy.

account.account_path Data type: String

Maximum length: 255

Sys_id of the active escalation associated with the account. Located in the
Escalation [sn_customerservice_escalation] table.
account.active_escalation
Data type: String

Icon for iPhone home page bookmarks.

account.apple_icon
Data type: Image

Banner image that appears on the customer portal.

account.banner_image
Data type: Image

Small banner image.

account.banner_image_light
Data type: Image

Banner text that appears on the customer portal.

account.banner_text Data type: String

Maximum length: 4,000

City in which the company that is associated with this account resides.

[Link] Data type: String

Maximum length: 50

Sys_id of a contact record associated with this account. Located in the User
[sys_user] table.
[Link]
Data type: String

Country in which the company that is associated with this account resides.

Data type: String

[Link]
Maximum length: 40

Default: USA

Flag that indicates whether the account is a customer account, as opposed to

a partner account.
Possible values:

true: Customer account

[Link]
false: Partner account

Data type: Boolean

Default: false

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Discount given to the account on purchases.

[Link] Data type: Number

Maximum length: 15

Primary fax phone number for the company associated with this account.

account.fax_phone Data type: String

Maximum length: 40

Fiscal year for the company associated with the account.

account.fiscal_year
Data type: String

Difference in the actual location as compared to latitude and longitude

information.
account.lat_long_error
Data type: String

Maximum length: 1,000

Latitude of the company associated with this account.

[Link] Data type: Number (floating point number)

Maximum length: 40

Longitude of the company associated with this account.

[Link] Data type: Number (floating point number)

Maximum length: 40

Flag that indicates whether the company associated with this account
manufactures goods.

Possible values:

[Link] true: Manufactures goods

false: Does not manufacture goods

Data type: Boolean

Default: false

Market value of the associated company's publicly traded stock shares.

account.market_cap Data type: Number (currency)

Maximum length: 20

Name of the company associated with this account.

[Link] Data type: String

Maximum length: 80

Additional information about the company.

[Link] Data type: String

Maximum length: 4,000

Number of people employed by the company.

account.num_employees Data type: Number (Integer)

Maximum length: 40

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Number that identifies this account.

[Link] Data type: String

Maximum length: 40

Sys_id of the parent account of this account. Located in the Company

[core_company] table.
[Link]
Data type: String

Flag that indicates whether the account is a partner account or a customer

account.

Possible values:

[Link] true: Partner account

false: Customer account

Data type: Boolean

Default: false

Primary phone number for the company.

[Link]
Data type: String

Flag that indicates whether this is a primary account.

Possible values:

true: Primary account

[Link]
false: Secondary account

Data type: Boolean

Default: false

Sys_id of the primary contact for the account. Located in the Contact
[customer_contact] table.
account.primary_contact
Data type: String

Profit information entered for this account.

[Link] Data type: Number (Currency)

Maximum length: 40

Flag that indicates whether the company associated with this account is
publicly traded on the stock exchange.

Possible values:
account.publicly_traded
true: Publicly traded
false: Private company

Data type: Boolean

Type of account.

Possible values:

blacklist
strategic
account.rank_tier tactical
valued
other

Data type: String

Maximum length: 40

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Unique code that customers use when requesting a login on the customer
portal. This code provides a method for validating the customer on the
company before granting access.
account.registration_code
Data type: String

Maximum length: 40

Revenue produced by the company associated with this account.

account.revenue_per_year Data type: Number (Currency)

Maximum length: 20

State in which the company resides.

[Link] Data type: String

Maximum length: 40

Price of the company stock.

account.stock_price Data type: String

Maximum length: 40

Stock symbol of the company.

account.stock_symbol Data type: String

Maximum length: 40

Street address of the company.

[Link] Data type: String

Maximum length: 255

Table that contains the associated account record.

account.sys_class_name
Data type: String

User that originally created the account.

account.sys_created_by Data type: String

Maximum length: 40

Date and time that the account was originally created.

account.sys_created_on
Data type: String

Sys_id for the account record.

account.sys_id
Data type: String

Number of times the account information has been updated.

account.sys_mod_count
Data type: Number (Integer)

User that last modified the account information.

account.sys_updated_by Data type: String

Maximum length: 40

Date and time the account information was last updated.

account.sys_updated_on
Data type: String

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Sys_id of the customer portal theme used by this account. Located in the
Theme [sys_ui_theme] table.
[Link]
Data type: String

Flag that indicates whether the company associated with this account is a
vendor.

Possible values:

[Link] true: Vendor

false: Not a vendor

Data type: Boolean

Default: false

List of sys_ids of the vendor managers for the account. Located in the User
[sys_user] table.
account.vendor_manager
Data type: String

List of sys_ids of the type of vendor such as, applications, hardware,

services, or software. Located in the Vendor Type [vendor_type] table.
account.vendor_type
Data type: String

URL of the website for the company.

[Link] Data type: String

Maximum length: 1,024

Zip code of the company.

[Link] Data type: String

Maximum length: 40

Current action status of the associated case.

Possible values:

1: Blocked internally
action_status 2: Blocked by customer
3: Blocked internally and by customer
4: Needs attention

Data type: Number (Integer)

Flag that indicates whether the case is open and active.

Possible values:

true: Case is active

active
false: Case is closed

Data type: Boolean

Default: true

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_account_escalation
Data type: String

Sys_id of the active account escalation record associated with the case.
Located in the Escalation [sn_customerservice_escalation] table.
active_escalation
Data type: String

Date for which the associated case is expected to be completed.

activity_due
Data type: String

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List of the sys_ids of the additional persons (other than primary assignee)
that have been assigned to the account. Located in the User [sys_user] table.
additional_assignee_list Data type: Array

Maximum: 4,000

String that describes the type of approval required.

Possible values:

approved
cancelled
duplicate
not_required
approval not requested
rejected
requested

Data type: String

Maximum characters: 40

Default: not requested

List of all approvals associated with the case.

approval_history Data type: String

Maximum characters: 4,000

Date and time that the associated action was approved.

approval_set
Data type: String

Sys_id of the asset record associated with the case. Located in the Asset
[alm_asset] table.
asset
Data type: String

Sys_id of the person assigned to the case. Located in the User [sys_user]
table.
assigned_to
Data type: String

Sys_id of the customer service agent group assigned to the case. Located in
the Group [sys_user_group] table.
assignment_group
Data type: String

Flag that indicates whether the case was automatically generated by another
action/event.

Possible values:
auto_created_case
true: Case was auto generated
false: Case was manually generated

Data type: Boolean

Length in calendar work hours, work days, and work weeks that it took to
complete the case.
business_duration
Data type: String

Impact of the issue on the associated customer.

business_impact Data type: String

Maximum characters: 4,000

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Sys_id of the service record associated with the case. Located in the Service
[cmdb_ci_service] table.
business_service
Data type: String

Case short description and case number.

case Data type: String

Maximum length: 300

Sys_id of the associated case report. Located in the Case Report

[sn_customerservice_case_report] table.
case_report
Data type: String

Case category.

Possible values:

0: Question
category 1: Issue
2: Feature

Data type: Number (Integer)

Default: 1

Details about the cause of the problem.

cause Data type: String

Maximum length: 4,000

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
caused_by
Data type: String

Sys_id of the change request that caused the case to be created. Located in
the Change Request [change_request] table.
change
Data type: String

Flag that indicates whether the case is a child case that was created from a
major case.

Possible values:
child_case_creation_progress
true: Child case created from a major case
false: Not a child case

Data type: Boolean

Date and time that the case was closed.

closed_at
Data type: String

Sys_id of the user that closed the case. Located in the User [sys_user] table.
closed_by
Data type: String

Notes made when the case was closed.

close_notes Data type: String

Maximum length: 4,000

Sys_id of the configuration item associated with the case. Located in the
Configuration Item [cmdb_ci] table.
cmdb_ci
Data type: String

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Additional comments about the case.

comments Data type: String

Maximum length: 4,000

Comments and work notes entered for the case.

comments_and_work_notes Data type: String

Maximum length: 4,000

Sys_id of the company associated with the case. Located in the Company
[core_company] table.
company
Data type: String

Business-to-consumer cases only. Sys_id of the person to contact with

regards to this case. Located in the Consumer [csm_consumer] table.
consumer
Data type: String

consumer Array of parameters for business-to-consumer cases.

Flag that indicates whether the consumer is active.

Possible values:

true: Consumer active

[Link]
false: Consumer de-activated

Data type: Boolean

Default: true

Business phone number of the consumer.

consumer.business_phone Data type: String

Maximum length: 40

City in which the consumer resides.

[Link] Data type: String

Maximum length: 100

Country in which the consumer resides.

[Link] Data type: String

Maximum length: 40

Format in which to display dates.

Valid values:

dd-mm-yyyy
dd/mm/yyyy
[Link]
consumer.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Email address of the consumer.

[Link] Data type: String

Maximum length: 100

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Fax number of the consumer.

[Link] Data type: String

Maximum length: 40

Consumer first name.

consumer.first_name Data type: String

Maximum length: 50

Gender of the consumer.

[Link] Data type: String

Maximum length: 40

Home phone number of the consumer.

consumer.home_phone Data type: String

Maximum length: 40

Sys_id of the record that describes the household characteristics. Located in

the Household [csm_household] table.
[Link]
Data type: String

Consumer last name.

consumer.last_name Data type: String

Maximum length: 50

Consumer middle name.

consumer.middle_name Data type: String

Maximum length: 50

Consumer mobile phone number.

consumer.mobile_phone Data type: String

Maximum length: 40

Consumer full name; first_name+middle_name+last_name.

[Link] Data type: String

Maximum length: 152

Notes on consumer.

[Link] Data type: String

Maximum length: 4,000

Indicates whether the consumer should receive notifications.

Valid values:

1: Disabled
2: Enabled
[Link]
Data type: Integer

Maximum length: 40

Default: 2

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Unique number associated with the consumer.

[Link] Data type: String

Maximum length: 40

Photo of the consumer.

[Link]
Data type: Image

Consumer primary language.

consumer.preferred_language Data type: String

Maximum length: 3

Consumer name prefix such as, Dr., Mr., Mrs., or Ms.

[Link] Data type: String

Maximum length: 40

Flag that indicates whether this is the primary consumer.

Possible values:

true: Primary consumer

[Link]
false: Not primary consumer

Data type: Boolean

Default: false

State in which the consumer resides.

[Link] Data type: String

Maximum length: 100

Consumer street address.

[Link] Data type: String

Maximum length: 255

Consumer name suffix such as Jr., Sr., or II.

[Link]
Data type: String

User that created the consumer record.

consumer.sys_created_by Data type: String

Maximum length: 40

Date and time the consumer record was originally created.

consumer.sys_created_on
Data type: String

ServiceNow domain in which the consumer information resides.

consumer.sys_domain
Data type: String

Unique identifier for the consumer.

consumer.sys_id
Data type: String

Number of times that the associated consumer information has been

modified.
consumer.sys_mod_count
Data type: Integer

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User that last updated the consumer information.

consumer.sys_updated_by Data type: String

Maximum length: 40

Date and time when the consumer information was last updated.
consumer.sys_updated_on
Data type: String

Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
[Link]: [Link] (24 hour)
consumer.time_format
HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: blank (system time format)

Consumer time zone, such as Canada/Central or US/Eastern.

consumer.time_zone Data type: String

Maximum length: 40

Consumer business title such as Manager, Software Developer, or

Contractor.
[Link] Data type: String

Maximum length: 60

Sys_id of the consumer user. Located in the Consumer User

[csm_consumer_user] table.
[Link]
Data type: String

Consumer zip code.

[Link] Data type: String

Maximum length: 40

Business-to-business based cases only. Sys_id of the person to contact

regarding this case. Located in the Contact [customer_contact] table.
contact
Data type: String

contact Array of contact parameters for business-to-business cases.

Sys_id of the account record to which the contact is associated; Account

[customer_account] table.
[Link]
Data type: String

Flag that indicates whether the contact is active within the system.

Possible values:

true: Contact is active

[Link]
false: Contact is inactive

Data type: Boolean

Default: true

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Status of the agent.

Possible values:

Off work
On break
contact.agent_status
On route
On site

Data type: String

Maximum length: 40

Sys_id of the record that describes the building in which the contact resides;
Building [cmn_building] table.
[Link]
Data type: String

Calendar application that the contact uses.

1: Outlook
contact.calendar_integration
Data type: Number (Integer)

Default: 1

City in which the contact resides.

[Link] Data type: String

Maximum length: 40

Sys_id of the company record to which the contact is associated; Company

[core_company] table.
[Link]
Data type: String

Sys_id of the cost center associated with the contact; Cost Center
[cmn_cost_center] table.
contact.cost_center
Data type: String

Country code of the country in which the contact resides.

[Link] Data type: String

Maximum length: 3

Format in which to display dates to contacts.

Valid values:

dd/mm/yyyy
dd-mm-yyyy
[Link]
contact.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Sys_id of the default perspective for the contact. Located in the Menu List
[sys_perspective] table.
contact.default_perspective
Data type: String

Sys_id of the department associated with the contact. Located in the

Department [cmn_department] table.
[Link]
Data type: String

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Education status of the associated contact.

Data type: String

contact.edu_status
Maximum length: 40

Default: faculty

Contact email address.

[Link]
Data type: String

Contact employee number.

contact.employee_number
Data type: String

Flag that indicates whether multifactor authorization is required for the

contact to log in to the service portal.

Possible values:

contact.enable_multifactor_authn true: Multifactor authorization enabled

false: Multifactor authorization disabled

Data type: Boolean

Default: false

Number of failed log in attempts.

contact.failed_attempts
Data type: Number (Integer)

Contact first name.

contact.first_name Data type: String

Maximum length: 50

Contact gender.

[Link] Data type: String

Maximum length: 40

Flag that indicates whether the contact location is obtained through

geotracking.

Possible values:

contact.geolocation_tracked true: Contact location obtained through geotracking

false: Contact location not obtained through geotracking

Data type: Boolean

Default value: false

Contact home phone number.

contact.home_phone Data type: String

Maximum length: 40

Flag that indicates whether the contact is an internal integration user.

Possible values:

true: Internal integration user

contact.internal_integration_user
false: Other type of user

Data type: Boolean

Default: false

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Introduction

[Link] Data type: String

Maximum length: 40

Date on which the contact last logged into the system.

contact.last_login
Data type: String (Date)

Device the consumer used the last time they logged in to the system.

contact.last_login_device Data type: String

Maximum length: 40

Date and time the contact logged in to the system.

contact.last_login_time
Data type: String (Date/time)

Contact last name.

contact.last_name Data type: String

Maximum length: 50

Date and time the last position was updated.

contact.last_position_update
Data type: String (Date/time)

Latitude coordinate of the contact.

[Link] Data type: Number (Floating point)

Maximum length: 40

Sys_id of the LDAP server used by the contact to last log in to the system;
LDAP Server [ldap_server_config] table.
contact.ldap_server
Data type: String

Sys_id of the record that describes the location of the contact; Location
[cmn_location] table.
[Link]
Data type: String

Flag that indicates if the contact is locked-out.

Possible values:

true: Contact locked-out

contact.locked_out
false: Contact not locked-out

Data type: Boolean

Default: false

Longitude coordinate of the contact.

[Link] Data type: Number (Floating point)

Maximum length: 40

Sys_id of the record that describes the direct supervisor of the contact; User
[sys_user] table.
[Link]
Data type: String

Contact middle name.

contact.middle_name Data type: Number (Floating point)

Maximum length: 50

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Contact mobile phone number.

contact.mobile_phone Data type: String

Maximum length: 40

Contact full name.

[Link] Data type: String

Maximum length: 151

Indicates whether the contact should receive notifications.

Valid values:

1: Disabled
[Link]
2: Enabled

Data type: Number (Integer)

Default: 2

Indicates the timeliness of dispatched service personnel.

Valid values:

Ahead: Ahead of schedule.

behind_less30: Behind schedule, but less than 30 minutes.
contact.on_schedule behind_30to60: Behind schedule between 30 and 60 minutes.
behind_more60: Behind schedule more than 60 minutes.
on_time: On schedule.

Data type: String

Maximum length: 40

Contact business phone number.

[Link] Data type: String

Maximum length: 40

Photo image of the contact.

[Link]
Data type: Image

Country code of the contact primary language.

contact.preferred_language Data type: String

Maximum length: 3

List of user roles associated with the contact.

[Link] Data type: String

Maximum length: 40

Sys_id of the record that describes the work schedule for the associated
contact; Schedule [cmn_schedule] table.
[Link]
Data type: String

Source of the contact.

[Link] Data type: String

Maximum length: 255

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State in which the contact resides.

[Link] Data type: String

Maximum length: 40

Contact street address.

[Link] Data type: String

Maximum length: 255

Table that contains the contact record.

contact.sys_class_name Data type: String

Maximum length: 80

User that originally created the associated contact record.

contact.sys_created_by Data type: String

Maximum length: 40

Data and time the associated contact was originally created.

contact.sys_created_on
Data type: String (Date/time)

ServiceNow instance domain of the associated contact record.

contact.sys_domain
Data type: String

Contact record domain path.

Data type: String

contact.sys_domain_path
Maximum length: 255

Default: / (global)

Unique identifier for the associated contact record.

contact.sys_id
Data type: String

Number of times that the associated contact record has been modified.
contact.sys_mod_count
Data type: Number (Integer)

System tags for the content.

contact.sys_tags
Data type: String

User that last updated the associated contact information.

contact.sys_updated_by Data type: String

Maximum length: 40

Data and time the associated contact information was updated.

contact.sys_updated_on
Data type: String (Date/time)

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Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
[Link]: [Link] (24 hour)
contact.time_format
HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: Blank (system time format)

Sys_id of the record that contains the time sheet policy for the associated
contact; Time Sheet Policy [time_sheet_policy] table.
contact.time_sheet_policy
Data type: String

Time zone in which the contact resides, such as Canada/Central or

US/Eastern.
contact.time_zone Data type: String

Maximum length: 40

Contact business title such as Manager, Software Developer, or Contractor.

[Link] Data type: String

Maximum length: 60

Contact user ID.

contact.user_name Data type: String

Maximum length: 40

Flag that indicates whether the associated contact has VIP status.

Possible values:

true: VIP
[Link]
false: Not VIP

Data type: Boolean

Default: false

Flag that indicates whether the contact can only access services through the
web.

Possible values:

contact.web_service_access_only true: Web access only

false: Access through all available methods

Data type: Boolean

Default: false

Contact zip code.

[Link] Data type: String

Maximum length: 40

Contact local time.

contact_local_time Data type: String

Maximum length: 70

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Time zone of the contact associated with the case.

contact_time_zone Data type: String

Maximum length: 40

Method in which the case was initially reported.

Possible values:

chat
email
phone
contact_type
social
web

Data type: String

Maximum length: 40

Sys_id of the contract associated with the case. Located in the Contract
[ast_contract] table. This contract contains information about the type of
support that is provided to the company associated to the case. A contract
contract can include a company and contact and the specific assets that are covered.
A contract can also include multiple service entitlements and SLAs.

Data type: String

Correlation display.

correlation_display Data type: String

Maximum length: 100

Correlation identifier.

correlation_id Data type: String

Maximum length: 100

Sys_id of the parent execution plan for this case. Located in the Execution
Plan [sc_cat_item_delivery_plan] table.
delivery_plan
Data type: String

Sys_id of the execution plan task. Located in the Execution Plan Task
[sc_cat_item_delivery_task] table.
delivery_task
Data type: String

Detailed description of the problem associated with the case.

description Data type: String

Maximum length: 4,000

Date that the case is due to be closed.

due_date
Data type: String

Sys_id of the entitlement record associated with the case. Located in the
Entitlement [service_entitlement] table. Entitlements define the type of
support that a customer receives as well as the supported communication
entitlement channels. An entitlement can be associated with a product, an asset, an
account, or a contract.

Data type: String

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Current escalation level.

Possible values:

0: Normal
1: Moderate
escalation
2: High
3: Overdue

Data type: Number (Integer)

Default: 0

Date and time when work is scheduled to begin on the case.

expected_start
Data type: String

Date and time when the first action was taken on the case.
first_response_time
Data type: String

Flag that indicates whether the case should be handed-off for global follow-
up.

If a customer enters additional comments on a Priority 1 - Critical or a Priority

2 - High case, or if the case is escalated, the flag is automatically set to true.

Possible values:
follow_the_sun
true: Case should be handed-off for global follow-up
false: Case should not be handed-off for global follow-up

Data type: Boolean

Default: false

Date and time of the next follow up action.

follow_up
Data type: String

List of sys_ids of the group records associated with the case. Located in the
Group [sys_user_group] table.
group_list
Data type: Array

Impact on customer.

Possible values:

1: High
impact 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

Flag that indicates if there is a knowledge base article available for the
specified issue.

Possible values:

knowledge true: Knowledge base article is available for this issue

false: Knowledge base article is not available for this issue

Data type: Boolean

Default: false

Sys_id of the record describing the company location. Located in the

Location [cmn_location] table.
location
Data type: String

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Flag that indicates whether the case was resolved in alignment with the
associated service level agreement.

Possible values:

made_sla true: Case was resolved in alignment with SLA

false: Case was not resolved according to the SLA

Data type: Boolean

Default: true

Current state of the major case.

Possible values:

accepted: Initial state when a manager creates a major case or when a

manager promotes a candidate case.
canceled: Case is canceled.
major_case_state
proposed: Initial state when an agent or manager creates or proposes a
candidate case.
rejected: Manager rejected candidate case.

Data type: String

Maximum length: 40

Flag that indicates whether the case needs attention.

Possible values:

true: Case needs additional attention

needs_attention
false: Case does not need additional attention

Data type: Boolean

Default: false

Flag that indicates whether to add the resolution notes to the comments.

Possible values:
notes_to_comments true: Resolutions notes, when added, are also added to the comments
false: Resolution notes in comments are not required

Data type: Boolean

Method to use to notify contact/consumer.

Possible values:

1: Do not notify
notify 2: Send email
3: Telephone

Data type: Number (Integer)

Default: 1

Case number.

number Data type: String

Maximum length: 40

Date and time that the case was opened.

opened_at
Data type: String

Sys_id of the person that initially opened the case. Located in the User
[sys_user] table.
opened_by
Data type: String

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Order of the case.

order
Data type: Number (Integer)

Sys_id of the parent case to which this case (child) is associated. Located in
the Task [task] table.
parent
Data type: String

Sys_id of the partner associated with the case. Located in the Account
[customer_account] table.
partner
Data type: String

Sys_id of the partner contact associated with the case. Located in the
Contact [customer_contact] table.
partner_contact
Data type: String

Priority of the case.

Possible values:

1: Critical
2: High
priority 3: Moderate
4: Low

Data type: Number (Integer)

Default: 4

Possible cause of the issue associated with the case.

probable_cause Data type: String

Maximum length: 4,000

Sys_id of the issue that the customer is encountering. Located in the Problem
[problem] table.
problem
Data type: String

Sys_id of the product model of the asset associated to the case. Located in
the Product Model [cmdb_model] table. A model is a specific version or
product configuration of an asset (for example, Apple Mac Book Pro).

Data type: String

Number of times that the case was reassigned to a person that is responsible
for moving the case forward.
reassignment_count Data type: Number (Integer)

Default: 0

Sys_id of the record that contains the list of recipients for communications
about this case. Located in the Recipients List
recipient_list [sn_publications_recipients_list] table.

Data type: String

Sys_id of the task to execute if the case is rejected. Located in the Task [task]
table.
rejection_goto
Data type: String

Resolution state for the case, such as "Solved - Fixed by Support/Guidance

provided".
resolution_code Data type: String

Maximum length: 40

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Date and time that the case was resolved.

resolved_at
Data type: String

Sys_id of the person that resolved the case. Located in the User [sys_user]
table.
resolved_by
Data type: String

Array of objects in which each object describes a single value for the
requested field.

Data type: Array

"result": [
result
{
"label": "String",
"value": "String"
}
]

Display value for the field value.

[Link]
Data type: String

Field value.
[Link]
Data type: String

Concise description of the case.

short_description Data type: String

Maximum length: 160

List of the unique identifiers (sys_id) of the skills needed to complete the
case. Located in the Skill [cmn_skill] table.
skills
Data type: String

Date/time at which the case must be closed based on the associated service
level agreement.
sla_due
Data type: String

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Array of objects that contain details for a specific social media profile, such as
Facebook, Twitter, or YouTube.

Data type: Array

"sn_app_cs_social_social_profile": [
{
"account": "String",
"channel": [Array],
"contact": {Object},
"consumer": {Object},
"created_on": "String",
"profile": "String",
sn_app_cs_social_social_profile
"profile_url": "String",
"social_id": "String",
"source": "String",
"sys_created_by": "String",
"sys_created_on": "String",
"sys_id": "String",
"sys_mod_count": Number,
"sys_tags": "String",
"sys_updated_by": "String",
"sys_updated_on": "String"
}
]

Unique identifier of the record containing account information for the social
sn_app_cs_social_social_profile.ac media profile. Located in the Account [customer_account] table.
count
Data type: String

Details on the associated social media profile channel.

Data type: Object

"channel": {
"name": "String",
"sys_class_name": "String",
"sys_created_by": "String",
"sys_created_on": "String",
sn_app_cs_social_social_profile.ch
annel "sys_mod_count": Number,
"sys_package": "String",
"sys_policy": "String",
"sys_scope": "String",
"sys_tags": "String",
"sys_update_name": "String",
"sys_updated_by": "String",
"sys_updated_on": "String"
}

Name of the social media channel.

sn_app_cs_social_social_profile.ch Data type: String
[Link]
Maximum length: 100

Table that contains the social media channel record.

sn_app_cs_social_social_profile.ch Data type: String
annel.sys_class_name
Maximum length: 80

Person that created the social media channel.

sn_app_cs_social_social_profile.ch Data type: String
annel.sys_created_by
Maximum length: 40

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Date and time the social media profile was created.

sn_app_cs_social_social_profile.ch Data type: Date/time
annel.sys_created_on
Maximum length: 40

Unique identifier of the associated social media profile channel.

sn_app_cs_social_social_profile.ch
annel.sys_id Data type: String

Number of times that information was modified for the associated social
sn_app_cs_social_social_profile.ch media profile channel.
annel.sys_mod_count
Data type: Integer

System name of channel.

sn_app_cs_social_social_profile.ch Data type: String
annel.sys_name
Maximum length: 255

Unique identifier of the record that contains information about the package
sn_app_cs_social_social_profile.ch associated with the profile; Package [sys_package] table.
annel.sys_package
Data type: Reference

System protection policy.

Possible values:

sn_app_cs_social_social_profile.ch protected
annel.sys_policy read

Data type: String

Maximum length: 40

Unique identifier of the record that contains information about the scope of
sn_app_cs_social_social_profile.ch the social profile; Application [sys_scope] table.
annel.sys_scope
Data type: Reference

System tags associated with the channel.

sn_app_cs_social_social_profile.ch
annel.sys_tags Data type: String

Name of the person that last updated the social media profile channel.
sn_app_cs_social_social_profile.ch Data type: String
annel.sys_update_name
Maximum length: 250

User that last updated the social media profile channel.

sn_app_cs_social_social_profile.ch Data type: String
annel.sys_updated_by
Maximum length: 40

Date and time the social media profile channel was last updated.
sn_app_cs_social_social_profile.ch Data type: Date/time
annel.sys_updated_on
Maximum length: 40

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For business-to-consumer cases. Details about the consumer associated

with the case.
Data type: Object

"consumer": {
"active": Boolean,
"business_phone": "String",
"city": "String",
"country": "String",
"date_format": "String",
"email": "String",
"fax": "String",
"first_name": "String",
"gender": "String",
"home_phone": "String",
"household": "String",
"last_name": "String",
"middle_name": "String",
"mobile_phone": "String",
"name": "String",
"notes": "String",
"notification": Number,
sn_app_cs_social_social_profile.co
"number": "String",
nsumer
"photo": Image,
"preferred_language": "String",
"prefix": "String",
"primary": Boolean,
"state": "String",
"street": "String",
"suffix": "String",
"sys_created_by": "String",
"sys_created_on": "String",
"sys_domain": "String",
"sys_id": "String",
"sys_mod_count": Number,
"sys_tags": "String",
"sys_updated_by": "String",
"sys_updated_on": "String",
"time_format": "String",
"time_zone": "String",
"title": "String",
"user": "String",
"zip": "String"
}

Flag that indicates whether the consumer is active.

Possible values:

sn_app_cs_social_social_profile.co true: Consumer active

[Link] false: Consumer de-activated

Data type: Boolean

Default: true

Business phone number of the consumer.

sn_app_cs_social_social_profile.co Data type: String
nsumer.business_phone
Maximum length: 40

City in which the consumer resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 100

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Country in which the consumer resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Format in which to display dates.

Valid values:

dd-mm-yyyy
dd/mm/yyyy
[Link]
sn_app_cs_social_social_profile.co
nsumer.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Email address of the consumer.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 100

Fax number of the consumer.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Consumer first name.

sn_app_cs_social_social_profile.co Data type: String
nsumer.first_name
Maximum length: 50

Gender of the consumer.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Home phone number of the consumer.

sn_app_cs_social_social_profile.co Data type: String
nsumer.home_phone
Maximum length: 40

Sys_id of the record that describes the household characteristics. Located in

sn_app_cs_social_social_profile.co the Household [csm_household] table.
[Link]
Data type: String

Consumer last name.

sn_app_cs_social_social_profile.co Data type: String
nsumer.last_name
Maximum length: 50

Consumer middle name.

sn_app_cs_social_social_profile.co
Data type: String
nsumer.middle_name
Maximum length: 50

Consumer mobile phone number.

sn_app_cs_social_social_profile.co Data type: String
nsumer.mobile_phone
Maximum length: 40

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Consumer full name; first_name+middle_name+last_name.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 152

Notes on consumer.
sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 4,000

Indicates whether the consumer should receive notifications.

Valid values:

1: Disabled
sn_app_cs_social_social_profile.co 2: Enabled
[Link]
Data type: Integer

Maximum length: 40

Default: 2

Unique number associated with the consumer.

sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Photo of the consumer.

sn_app_cs_social_social_profile.co
[Link] Data type: Image

Consumer primary language.

sn_app_cs_social_social_profile.co Data type: String
nsumer.preferred_language
Maximum length: 3

Consumer name prefix such as, Dr., Mr., Mrs., or Ms.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Flag that indicates whether this is the primary consumer.

Possible values:

sn_app_cs_social_social_profile.co true: Primary consumer

[Link] false: Not primary consumer

Data type: Boolean

Default: false

State in which the consumer resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 100

Consumer street address.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 255

Consumer name suffix such as Jr., Sr., or II.

sn_app_cs_social_social_profile.co
[Link] Data type: String

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User that created the consumer record.

sn_app_cs_social_social_profile.co Data type: String
nsumer.sys_created_by
Maximum length: 40

Date and time the consumer record was originally created.

sn_app_cs_social_social_profile.co
nsumer.sys_created_on Data type: String

ServiceNow domain in which the consumer information resides.

sn_app_cs_social_social_profile.co
nsumer.sys_domain Data type: String

Unique identifier for the consumer.

sn_app_cs_social_social_profile.co
nsumer.sys_id Data type: String

Number of times that the associated consumer information has been

sn_app_cs_social_social_profile.co modified.
nsumer.sys_mod_count
Data type: Integer

sn_app_cs_social_social_profile.co
Consumer system tags.
nsumer.sys_tags

User that last updated the consumer information.

sn_app_cs_social_social_profile.co Data type: String
nsumer.sys_updated_by
Maximum length: 40

Date and time when the consumer information was last updated.
sn_app_cs_social_social_profile.co
nsumer.sys_updated_on Data type: String

Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
sn_app_cs_social_social_profile.co [Link]: [Link] (24 hour)
nsumer.time_format HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: blank (system time format)

Consumer time zone, such as Canada/Central or US/Eastern.

sn_app_cs_social_social_profile.co Data type: String
nsumer.time_zone
Maximum length: 40

Consumer business title such as Manager, Software Developer, or

Contractor.
sn_app_cs_social_social_profile.co
[Link] Data type: String

Maximum length: 60

Sys_id of the consumer user. Located in the Consumer User

sn_app_cs_social_social_profile.co [csm_consumer_user] table.
[Link]
Data type: String

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Consumer zip code.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

For business-to-business cases. Unique identifier of the record containing

details about the social media profile that belongs to the contact associated
sn_app_cs_social_social_profile.co
with the case. Located in the Contact [customer_contact] table.
ntact
Data type: String

Sys_id of the account record to which the contact is associated; Account

sn_app_cs_social_social_profile.co [customer_account] table.
[Link]
Data type: String

Flag that indicates whether the contact is active within the system.

Possible values:

sn_app_cs_social_social_profile.co true: Contact is active

[Link] false: Contact is inactive

Data type: Boolean

Default: true

Status of the agent.

Possible values:

Off work
sn_app_cs_social_social_profile.co On break
ntact.agent_status On route
On site

Data type: String

Maximum length: 40

Sys_id of the record that describes the building in which the contact resides;
sn_app_cs_social_social_profile.co Building [cmn_building] table.
[Link]
Data type: String

Calendar application that the contact uses.

1: Outlook
sn_app_cs_social_social_profile.co
ntact.calendar_integration Data type: Number (Integer)

Default: 1

City in which the contact resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Sys_id of the company record to which the contact is associated; Company

sn_app_cs_social_social_profile.co [core_company] table.
[Link]
Data type: String

Sys_id of the cost center associated with the contact; Cost Center
sn_app_cs_social_social_profile.co [cmn_cost_center] table.
ntact.cost_center
Data type: String

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Country code of the country in which the contact resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 3

Format in which to display dates to contacts.

Valid values:

dd/mm/yyyy
dd-mm-yyyy
[Link]
sn_app_cs_social_social_profile.co
ntact.date_format mm-dd-yyyy
yyyy-mm-dd

Data type: String

Maximum length: 40

Default: blank (system date format)

Sys_id of the default perspective for the contact. Located in the Menu List
sn_app_cs_social_social_profile.co [sys_perspective] table.
ntact.default_perspective
Data type: String

Sys_id of the department associated with the contact. Located in the

sn_app_cs_social_social_profile.co Department [cmn_department] table.
[Link]
Data type: String

Education status of the associated contact.

Data type: String

sn_app_cs_social_social_profile.co
ntact.edu_status Maximum length: 40

Default: faculty

Contact email address.

sn_app_cs_social_social_profile.co
[Link] Data type: String

Contact employee number.

sn_app_cs_social_social_profile.co
ntact.employee_number Data type: String

Flag that indicates whether multifactor authorization is required for the

contact to log in to the service portal.

Possible values:
sn_app_cs_social_social_profile.co true: Multifactor authorization enabled
ntact.enable_multifactor_authn
false: Multifactor authorization disabled

Data type: Boolean

Default: false

Number of failed log in attempts.

sn_app_cs_social_social_profile.co
ntact.failed_attempts Data type: Number (Integer)

Contact first name.

sn_app_cs_social_social_profile.co Data type: String
ntact.first_name
Maximum length: 50

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Contact gender.
sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Flag that indicates whether the contact location is obtained through

geotracking.

Possible values:
sn_app_cs_social_social_profile.co true: Contact location obtained through geotracking
ntact.geolocation_tracked
false: Contact location not obtained through geotracking

Data type: Boolean

Default value: false

Contact home phone number.

sn_app_cs_social_social_profile.co Data type: String
ntact.home_phone
Maximum length: 40

Flag that indicates whether the contact is an internal integration user.

Possible values:

sn_app_cs_social_social_profile.co true: Internal integration user

ntact.internal_itegration_user false: Other type of user

Data type: Boolean

Default: false

Introduction
sn_app_cs_social_social_profile.co
Data type: String
[Link]
Maximum length: 40

Date on which the contact last logged into the system.

sn_app_cs_social_social_profile.co
ntact.last_login Data type: String (Date)

Device the consumer used the last time they logged in to the system.
sn_app_cs_social_social_profile.co Data type: String
ntact.last_login_device
Maximum length: 40

Date and time the contact logged in to the system.

sn_app_cs_social_social_profile.co
ntact.last_login_time Data type: String (Date/time)

Contact last name.

sn_app_cs_social_social_profile.co Data type: String
ntact.last_name
Maximum length: 50

Date and time the last position was updated.

sn_app_cs_social_social_profile.co
ntact.last_position_update Data type: String (Date/time)

Latitude coordinate of the contact.

sn_app_cs_social_social_profile.co Data type: Number (Floating point)
[Link]
Maximum length: 40

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Sys_id of the LDAP server used by the contact to last log in to the system;
sn_app_cs_social_social_profile.co LDAP Server [ldap_server_config] table.
ntact.ldap_server
Data type: String

Sys_id of the record that describes the location of the contact; Location
sn_app_cs_social_social_profile.co [cmn_location] table.
[Link]
Data type: String

Flag that indicates if the contact is locked-out.

Possible values:

sn_app_cs_social_social_profile.co true: Contact locked-out

ntact.locked_out false: Contact not locked-out

Data type: Boolean

Default: false

Longitude coordinate of the contact.

sn_app_cs_social_social_profile.co Data type: Number (Floating point)
[Link]
Maximum length: 40

Sys_id of the record that describes the direct supervisor of the contact; User
sn_app_cs_social_social_profile.co [sys_user] table.
[Link]
Data type: String

Contact middle name.

sn_app_cs_social_social_profile.co
Data type: Number (Floating point)
ntact.middle_name
Maximum length: 50

Contact mobile phone number.

sn_app_cs_social_social_profile.co Data type: String
ntact.mobile_phone
Maximum length: 40

Contact full name.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 151

Indicates whether the contact should receive notifications.

Valid values:

sn_app_cs_social_social_profile.co 1: Disabled
[Link] 2: Enabled

Data type: Number (Integer)

Default: 2

Indicates the timeliness of dispatched service personnel.

Valid values:

Ahead: Ahead of schedule.

behind_less30: Behind schedule, but less than 30 minutes.
sn_app_cs_social_social_profile.co behind_30to60: Behind schedule between 30 and 60 minutes.
ntact.on_schedule
behind_more60: Behind schedule more than 60 minutes.
on_time: On schedule.

Data type: String

Maximum length: 40

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Contact business phone number.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Photo image of the contact.

sn_app_cs_social_social_profile.co
[Link]
Data type: Image

Country code of the contact primary language.

sn_app_cs_social_social_profile.co
Data type: String
ntact.preferred_language
Maximum length: 3

List of user roles associated with the contact.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Sys_id of the record that describes the work schedule for the associated
sn_app_cs_social_social_profile.co contact; Schedule [cmn_schedule] table.
[Link]
Data type: String

Source of the contact.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 255

State in which the contact resides.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

Contact street address.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 255

Table that contains the contact record.

sn_app_cs_social_social_profile.co Data type: String
ntact.sys_class_name
Maximum length: 80

User that originally created the associated contact record.

sn_app_cs_social_social_profile.co Data type: String
ntact.sys_created_by
Maximum length: 40

Data and time the associated contact was originally created.

sn_app_cs_social_social_profile.co
ntact.sys_created_on Data type: String (Date/time)

ServiceNow instance domain of the associated contact record.

sn_app_cs_social_social_profile.co
ntact.sys_domain Data type: String

Contact record domain path.

Data type: String

sn_app_cs_social_social_profile.co
ntact.sys_domain_path Maximum length: 255

Default: / (global)

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Unique identifier for the associated contact record.

sn_app_cs_social_social_profile.co
ntact.sys_id Data type: String

Number of times that the associated contact record has been modified.
sn_app_cs_social_social_profile.co
ntact.sys_mod_count Data type: Number (Integer)

sn_app_cs_social_social_profile.co
Contact system tags.
ntact.sys_tags

User that last updated the associated contact information.

sn_app_cs_social_social_profile.co Data type: String
ntact.sys_updated_by
Maximum length: 40

Data and time the associated contact information was updated.

sn_app_cs_social_social_profile.co
ntact.sys_updated_on Data type: String (Date/time)

Format in which to display time.

Valid values:

[Link] a: [Link] (12 hour)

hh:mm:ss a: hh:mm:ss (12 hour)
sn_app_cs_social_social_profile.co [Link]: [Link] (24 hour)
ntact.time_format HH:mm:ss: hh:mm:ss (24 hour)

Data type: String

Maximum length: 40

Default: Blank (system time format)

Sys_id of the record that contains the time sheet policy for the associated
sn_app_cs_social_social_profile.co contact; Time Sheet Policy [time_sheet_policy] table.
ntact.time_sheet_policy
Data type: String

Time zone in which the contact resides, such as Canada/Central or

US/Eastern.
sn_app_cs_social_social_profile.co
ntact.time_zone Data type: String

Maximum length: 40

Contact business title such as Manager, Software Developer, or Contractor.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 60

Contact user ID.

sn_app_cs_social_social_profile.co
Data type: String
ntact.user_name
Maximum length: 40

Flag that indicates whether the associated contact has VIP status.

Possible values:

sn_app_cs_social_social_profile.co true: VIP

[Link] false: Not VIP

Data type: Boolean

Default: false

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Flag that indicates whether the contact can only access services through the
web.

Possible values:
sn_app_cs_social_social_profile.co true: Web access only
ntact.web_service_access_only
false: Access through all available methods

Data type: Boolean

Default: false

Contact zip code.

sn_app_cs_social_social_profile.co Data type: String
[Link]
Maximum length: 40

sn_app_cs_social_social_profile.cre
Date and time the associated social media profile was initially created.
ated_on

Social profile.
sn_app_cs_social_social_profile.pr Data type: String
ofile
Maximum length: 255

URL to use to access the social media profile.

sn_app_cs_social_social_profile.pr Data type: String
ofile_url
Maximum length: 1,024

Unique social media account provider identifier for the associated social
media account.
sn_app_cs_social_social_profile.so
cial_id Data type: String

Maximum length: 100

Source of the social profile.

sn_app_cs_social_social_profile.so Data type: String
urce
Maximum length: 255

User that initially created the social media profile.

sn_app_cs_social_social_profile.sy Data type: String
s_created_by
Maximum length: 40

Date and time the social media profile was initially created.
sn_app_cs_social_social_profile.sy
s_created_on Data type: String (Date/time)

Unique identifier for the social media profile.

sn_app_cs_social_social_profile.sy
s_id Data type: String

Number of times that information was modified for the associated social
sn_app_cs_social_social_profile.sy media profile.
s_mod_count
Data type: Number (Integer)

sn_app_cs_social_social_profile.sy
Profile system tags.
s_tags

User that initially created the social media profile.

sn_app_cs_social_social_profile.sy Data type: String
s_updated_by
Maximum length: 40

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User that initially created the social media profile.

sn_app_cs_social_social_profile.sy Data type: String
s_updated_on
Maximum length: 40

Current state of the case.

Possible values:

1: New
3: Closed
state 6: Resolved
10: Open
18: Awaiting Info

Data type: Number (Integer)

Default: 1

Case subcategory.

Possible values:

subcategory 0: Question

Data type: Number (Integer)

Default: 0

Sys_id of the CSM manager assigned to the case. Located in the User
[sys_user] table.
support_manager
Data type: String

Flag that indicates whether there is driver synchronization.

Possible values:
sync_driver true: Driver is synchronized
false: Driver is not synchronized

Data type: Boolean

Table that contains the case record.

sys_class_name Data type: String

Maximum length: 80

Person that initially opened the case.

sys_created_by Data type: String

Maximum length: 40

Date and time when the case was initially created.

sys_created_on
Data type: String

Domain associated with the case.

Data type: String

sys_domain
Maximum length: 32

Default: global

Domain path.

Data type: String

sys_domain_path
Maximum length: 255

Default: /

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Unique identifier for the case.

sys_id Data type: String

Maximum length: 32

Number of updates to the case since it was initially created.

sys_mod_count
Data type: Number (Integer)

sys_tags System tags.

Person that last updated the case.

sys_updated_by Data type: String

Maximum length: 40

Date and time when the case was last updated.

sys_updated_on
Data type: String

Total amount of time worked on the case.

time_worked
Data type: String

Action to take if the case is approved.

Possible values:

do_nothing
proceed
upon_approval
Data type: String

Maximum length: 40

Default: proceed

Action to take if the case is rejected.

Possible values:

cancel
goto
upon_reject
Data type: String

Maximum length: 40

Default: cancel

Urgency of the case.

Possible values:

1: High
urgency 2: Medium
3: Low

Data type: Number (Integer)

Default: 3

Additional user input.

user_input Data type: String

Maximum length: 4,000

variable_pool Grouping of variables.

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Name-value pairs of variables associated with the case.

variables Data type: String

Maximum length: 40

List of sys_ids of the users who receive notifications about this case when
additional comments are added or if the state of a case is changed to
watch_list Resolved or Closed. Located in the User [sys_user] table.

Data type: Array

Sys_id of the workflow activity record associated with the case. Located in
the Workflow Activity [wf_activity] table.
wf_activity
Data type: String

Date and time work ended on the case.

work_end
Data type: String

Information about how to resolve the case, or steps taken to resolve it.

work_notes Data type: String

Maximum length: 4,000

List of sys_ids of the internal users who receive notifications about this case
when work notes are added. Located in the User [sys_user] table.
work_notes_list
Data type: Array

Date and time that work started on the case.

work_start
Data type: String

Curl

The following illustrates how to update a consumer-based case.

curl "[Link] \
--request PUT \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{ \
consumer: \"cd97ef1ddb8bc7006b7a9646db9619ac\", \
contact_type: \"phone\", \
priority: \"4\", \
short_description: \"Consumer Test Case\"}" \
--user "username":"password"

{
"result": {
"sys_id": "0397c743db436f0057c3fd441d96197f",
"number": "CS0001005"
}
}

Python

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# Install requests package for python

import requests

# Set the request parameters

url = '[Link]

# Set the user credentials

user = 'username'
pwd = 'password'

# Set the proper headers

headers = {"Content-Type":"application/json","Accept":"application/json"}

# Make the HTTP request

response = [Link](url, auth=(user, pwd), headers=headers, data="{\"contact\": \"62fe1c97db76c3006b7a9

# Check for HTTP codes other than 201

if response.status_code != 201:
print('Status:', response.status_code, 'Headers:', [Link], 'Error Response:', [Link]())
exit()

# Decode the JSON response into a dictionary and use the data
data = [Link]()
print(data)

{
"result": {
"sys_id": "c7940ed1db9ba30057c3fd441d961967",
"number": "CS0001074"
}
}

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