TroubleTicket

{
  "type": "object",
  "properties": {
    "@type": {
      "type": "string",
      "description": "This value is always TroubleTicket",
      "example": "example_value"
    },
    "id": {
      "type": "string",
      "description": "The sys_id of the case or incident record",
      "example": "abc123"
    },
    "href": {
      "type": "string",
      "description": "Relative link to the case or incident record",
      "example": "example_value"
    },
    "creationDate": {
      "type": "string",
      "description": "The date that the case or incident record was created",
      "format": "date-time",
      "example": "2026-01-15T10:30:00Z"
    },
    "lastUpdate": {
      "type": "string",
      "description": "The date the record was last updated",
      "format": "date-time",
      "example": "2026-01-15T10:30:00Z"
    },
    "name": {
      "type": "string",
      "description": "The name of the trouble ticket, typically a short description of the issue",
      "example": "Example Title"
    },
    "description": {
      "type": "string",
      "description": "The description of the issue from the ticket",
      "example": "A sample description."
    },
    "severity": {
      "type": "string",
      "description": "The severity of the issue described by the trouble ticket",
      "example": "2 - High"
    },
    "status": {
      "type": "string",
      "description": "The current status of the trouble ticket",
      "example": "example_value"
    },
    "ticketType": {
      "type": "string",
      "description": "The type of ticket",
      "example": "Case",
      "enum": [
        "Case",
        "Incident",
        "Service Problem Case"
      ]
    },
    "channel": {
      "type": "object",
      "properties": {
        "name": {
          "type": "string",
          "description": "The name of the contact method",
          "example": "Example Title"
        }
      }
    },
    "note": {
      "type": "array",
      "description": "A list of all comments on the ticket (excludes work notes)",
      "example": [],
      "items": {
        "type": "object",
        "properties": {
          "@type": {
            "type": "string",
            "description": "The type of note (always 'comments' in responses)",
            "example": "example_value"
          },
          "text": {
            "type": "string",
            "description": "The comment text",
            "example": "example_value"
          },
          "date": {
            "type": "string",
            "description": "The date the comment was created",
            "format": "date-time",
            "example": "2026-01-15T10:30:00Z"
          },
          "author": {
            "type": "string",
            "description": "The name of the user who wrote the comment",
            "example": "example_value"
          }
        }
      }
    },
    "relatedEntity": {
      "type": "array",
      "description": "List of impacted assets, products, sold products, configuration items, or services",
      "example": [],
      "items": {
        "type": "object",
        "properties": {
          "@type": {
            "type": "string",
            "description": "This value is always relatedEntity",
            "example": "example_value"
          },
          "id": {
            "type": "string",
            "description": "Sys_id of the impacted item or service",
            "example": "abc123"
          },
          "href": {
            "type": "string",
            "description": "Returns an empty string",
            "example": "example_value"
          },
          "name": {
            "type": "string",
            "description": "Name of the impacted item or service",
            "example": "Example Title"
          },
          "role": {
            "type": "string",
            "description": "Description of the impacted item or service",
            "example": "example_value"
          },
          "@referredType": {
            "type": "string",
            "description": "Type of item or service",
            "example": "asset",
            "enum": [
              "asset",
              "product",
              "product_inventory",
              "cmdb_ci",
              "cmdb_ci_service"
            ]
          }
        }
      }
    },
    "relatedParty": {
      "type": "array",
      "description": "Details about contacts for the ticket",
      "example": [],
      "items": {
        "type": "object",
        "properties": {
          "id": {
            "type": "string",
            "description": "Sys_id of the related party",
            "example": "abc123"
          },
          "name": {
            "type": "string",
            "description": "Name of the related party",
            "example": "Example Title"
          },
          "@referredType": {
            "type": "string",
            "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",
            "example": "assigned_to",
            "enum": [
              "assigned_to",
              "assignment_group",
              "customer",
              "customer_contact"
            ]
          }
        }
      }
    }
  },
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "title": "TroubleTicket"
}