TroubleTicket

{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "https://raw.githubusercontent.com/api-evangelist/servicenow/main/json-schema/servicenow-trouble-ticket-schema.json",
  "title": "TroubleTicket",
  "x-generated": "2026-10-03",
  "x-method": "derived",
  "x-generator": "derive-json-schema.py",
  "x-source": "openapi/servicenow-trouble-ticket-api-openapi.yml#/components/schemas/TroubleTicket",
  "type": "object",
  "properties": {
    "@type": {
      "type": "string",
      "default": "TroubleTicket",
      "description": "This value is always TroubleTicket"
    },
    "id": {
      "type": "string",
      "description": "The sys_id of the case or incident record"
    },
    "href": {
      "type": "string",
      "description": "Relative link to the case or incident record"
    },
    "creationDate": {
      "type": "string",
      "format": "date-time",
      "description": "The date that the case or incident record was created"
    },
    "lastUpdate": {
      "type": "string",
      "format": "date-time",
      "description": "The date the record was last updated"
    },
    "name": {
      "type": "string",
      "description": "The name of the trouble ticket, typically a short description of the issue"
    },
    "description": {
      "type": "string",
      "description": "The description of the issue from the ticket"
    },
    "severity": {
      "type": "string",
      "description": "The severity of the issue described by the trouble ticket"
    },
    "status": {
      "type": "string",
      "description": "The current status of the trouble ticket"
    },
    "ticketType": {
      "type": "string",
      "enum": [
        "Case",
        "Incident",
        "Service Problem Case"
      ],
      "description": "The type of ticket"
    },
    "channel": {
      "$ref": "#/$defs/Channel"
    },
    "note": {
      "type": "array",
      "description": "A list of all comments on the ticket (excludes work notes)",
      "items": {
        "$ref": "#/$defs/Note"
      }
    },
    "relatedEntity": {
      "type": "array",
      "description": "List of impacted assets, products, sold products, configuration items, or services",
      "items": {
        "$ref": "#/$defs/RelatedEntity"
      }
    },
    "relatedParty": {
      "type": "array",
      "description": "Details about contacts for the ticket",
      "items": {
        "$ref": "#/$defs/RelatedParty"
      }
    }
  },
  "$defs": {
    "Channel": {
      "type": "object",
      "properties": {
        "name": {
          "type": "string",
          "description": "The name of the contact method"
        }
      }
    },
    "Note": {
      "type": "object",
      "properties": {
        "@type": {
          "type": "string",
          "default": "comments",
          "description": "The type of note (always 'comments' in responses)"
        },
        "text": {
          "type": "string",
          "description": "The comment text"
        },
        "date": {
          "type": "string",
          "format": "date-time",
          "description": "The date the comment was created"
        },
        "author": {
          "type": "string",
          "description": "The name of the user who wrote the comment"
        }
      }
    },
    "RelatedEntity": {
      "type": "object",
      "properties": {
        "@type": {
          "type": "string",
          "default": "relatedEntity",
          "description": "This value is always relatedEntity"
        },
        "id": {
          "type": "string",
          "description": "Sys_id of the impacted item or service"
        },
        "href": {
          "type": "string",
          "description": "Returns an empty string"
        },
        "name": {
          "type": "string",
          "description": "Name of the impacted item or service"
        },
        "role": {
          "type": "string",
          "description": "Description of the impacted item or service"
        },
        "@referredType": {
          "type": "string",
          "enum": [
            "asset",
            "product",
            "product_inventory",
            "cmdb_ci",
            "cmdb_ci_service"
          ],
          "description": "Type of item or service"
        }
      }
    },
    "RelatedParty": {
      "type": "object",
      "properties": {
        "id": {
          "type": "string",
          "description": "Sys_id of the related party"
        },
        "name": {
          "type": "string",
          "description": "Name of the related party"
        },
        "@referredType": {
          "type": "string",
          "enum": [
            "assigned_to",
            "assignment_group",
            "customer",
            "customer_contact"
          ],
          "description": "Type of related party:\n- assigned_to: User assigned to work on the ticket\n- assignment_group: Group assigned to work on the ticket\n- customer: Company or account for the ticket\n- customer_contact: Caller or contact for the ticket\n"
        }
      }
    }
  }
}