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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Case API

The Case API provides endpoints that enable 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 must have the csm_ws_integration role for full API access. External users with the sn_customerservice.customer or sn_customerservice.consumer roles can also access the endpoints.

Parent Topic:REST API reference

Case - 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

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

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

Note: Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

Supported request parameters

Name	Description
api\_version	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. Data type: String
id	Sys\_id or case number of the case to retrieve. Results will be unpredictable if a specified case number is shared by two or more cases.Data type: String Table: Case \[sn\_customerservice\_case\]

Name Description

sysparm\_activity\_type

Filters the type of activities to return from the activity stream. The entries.element parameter contains the activity type for each activity. For example:

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

Data type: String

Default: Returns all types of activity.

sysparm\_limit Maximum number of records to return. Unusually large sysparm_limit values can impact system performance. For requests that exceed this number of records, use the sysparm_offset parameter to paginate record retrieval. Data type: Number

sysparm\_offset

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 of all records.

Do not pass a negative number in the sysparm_offset parameter.Data type: Number

Default: 0

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.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

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 API HTTP response codes.

Header

Description

Link

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: `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=40&sysparm_limit=1000>;rel="next"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=40&sysparm_limit=1000>;rel="prev"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=0&sysparm_limit=1000>;rel="first"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=2780&sysparm_limit=1000>;rel="last"`

X-Total-Count

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

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 wasn't found.
500	Internal Server Error. A logic error on the server-side code occurred.

Response body parameters (JSON or XML)

Name	Description
display\_value	Case number for the CSM case.Data type: String
entries	List that represents activity stream entries from the CSM case.Data type: Array of Objects `"entries": [ { "attachment": {Object}, "contains_code": Boolean, "element": "String", "field_label": "String", "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" } ]`
entries.attachment	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, "image_path": "String", "image_width": Number, "path": "String", "size": "String", "size_bytes": Number, "state": "String", "sys_id": "String", "thumbnail_path": "String" }`
entries.attachment.average\_image\_color	Hexadecimal representation of average color for image attachment.Data type: String
entries.attachment.content\_type	MIME type for the attachment.Examples include: - application/pdf - image/jpeg - message/rfc822 Data type: String
entries.attachment.file\_name	File name for the attachment.Data type: String
entries.attachment.image\_height	Height of image attachment in pixels.Data type: Number
entries.attachment.image\_path	Direct download link for image attachment.Data type: String
entries.attachment.image\_width	Width of image attachment in pixels.Data type: Number
entries.attachment.path	Direct link to the attachment.Data type: String
entries.attachment.size	Size of the attachment.Examples: - 157.7 KB - 2.2 MB Data type: String
entries.attachment.size\_bytes	Size of the attachment.Data type: Number Unit: Bytes
entries.attachment.state	State of the attachment record.Possible values: - Available - Available Conditionally - Not available - Pending Data type: String Table: Attachment \[sys\_attachment\]
entries.attachment.sys\_id	Sys\_id for the attachment.Data type: String Table: Attachment \[sys\_attachment\]
entries.attachment.thumbnail\_path	Direct download link for thumbnail of image attachment.Data type: String
entries.contains\_code	Flag that indicates whether the activity stream entry contains code or not.Possible values: - true: The activity stream entry contains code. - false: The activity stream entry doesn't contain code. Data type: Boolean
entries.element	Name for the journal field associated with the activity stream entry.Data type: String Table: Dictionary Entries \[sys\_dictionary\]
entries.field\_label	Display name for the journal field associated with the activity stream entry.Data type: String
entries.initials	Initials of the user who created the activity stream entry.Data type: String
entries.login\_name	Full user name for the user who created the activity stream entry.Data type: String
entries.name	Full user name for the user who created the activity stream entry.Data type: String
entries.sys\_created\_on	Date and time of creation for the activity stream entry, expressed in GMT timezone.Data type: String Format: YYYY-MM-DD hh:mm:ss
entries.sys\_created\_on\_adjusted	Date and time of creation for the activity stream entry, expressed in logged-in user timezone.Data type: String Format: YYYY-MM-DD hh:mm:ss
entries.sys\_id	Sys\_id for the activity stream entry.Data type: String
entries.user\_sys\_id	Sys\_id for user who created the activity stream entry. Data type: String Table: User \[sys\_user\]
entries.value	Value for this journal entry.Data type: String
journal\_fields	List of journal fields present in the Case table from which activity entries are drawn.Data type: Array of Objects `"journal_fields": [ { "can read": Boolean, "can_write": Boolean, "color": "String", "label": "String", "name": "String" } ]`
journal\_fields.can\_read	Flag that indicates whether the logged-in user can read this journal field or not.Possible values: - true: The logged-in user can read this journal field. - false: The logged-in user can't read this journal field. Data type: Boolean
journal\_fields.can\_write	Flag that indicates whether the logged-in user can write to the journal field or not.Possible values: - true: The logged-in user can write to this journal field. - false: The logged-in user can't write to this journal field. Data type: Boolean
journal\_fields.color	Color that represents the journal field in case activity stream on ServiceNow AI Platform.Data type: String
journal\_fields.label	Display name for the journal field.Data type: String
journal\_fields.name	Name for the journal field.Data type: String Table: Dictionary Entries \[sys\_dictionary\]
label	Display label for the table in which the CSM case record appears.Possible value: Case Data type: String
number	Case number for the CSM case.Data type: String
short\_description	Short description for the CSM case.Data type: String
sys\_created\_on	Date and time of case creation, expressed in GMT timezone.Data type: String Format: YYYY-MM-DD hh:mm:ss
sys\_created\_on\_adjusted	Date and time of case creation, expressed in logged-in user timezone.Data type: String Format: YYYY-MM-DD hh:mm:ss
sys\_id	Sys\_id for the CSM case.Data type: String Table: Case \[sn\_customerservice\_case\]
table	Name of the table in which the CSM case appears.Possible value: sn\_customerservice\_case Data type: String
thumbnail\_path	Direct link to get thumbnail for attachment \(only for attachment of type images.\)Data type: String
user\_full\_name	Full name for logged-in user.Data type: String
user\_login	User ID for logged-in user.Data type: String
user\_sys\_id	Sys\_id for logged-in user.Data type: String Table: User \[sys\_user\]

cURL request

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

curl --request GET 'https://instance.servicenow.com/api/sn_customerservice/case/f352dc9387632300d6b0a7da0acb0b60/activities'  \
--request GET \
--header 'Accept: application/json' \
--user 'username':'password'

The response 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"
  }
}

Case - GET /sn_customerservice/case/field_values/{field_name}

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.

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.

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

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

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

Note: Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

Supported request parameters

Name	Description
api\_version	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. Data type: String
field\_name	Name of a choice or reference field.Data type: String Table: Case \[sn\_customerservice\_case\]

Name	Description
sysparm\_dependent\_value	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 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
sysparm\_limit	Maximum number of records to return. Unusually large sysparm_limit values can impact system performance. For requests that exceed this number of records, use the sysparm_offset parameter to paginate record retrieval. Data type: Number
sysparm\_offset	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 of all records. Do not pass a negative number in the sysparm_offset parameter.Data type: Number Default: 0
sysparm\_reference\_field\_columns	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 Contact table to return.Data type: String
sysparm\_query	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:gs.getUserID()^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, 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 (GlideRecord.query()), and web service APIs. Data type: String
sysparm\_ref\_qual\_input	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 specified case: `sysparm_ref_qual_input=product=5d1b7bb053401010dc25ddeeff7b129d` Data type: String Syntax: `{field1}={value1}^{field2}={value2}[…]`

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.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

Header Description

Link

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: `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=40&sysparm_limit=1000>;rel="next"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=40&sysparm_limit=1000>;rel="prev"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=0&sysparm_limit=1000>;rel="first"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=2780&sysparm_limit=1000>;rel="last"`

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 API HTTP response 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.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
result	List of values for the requested field.Data type: Array of Objects `"result": [ { "label": "String", "value": "String" } ]`
result.label	Display value for the field value.Data type: String
result.value	Field value.Data type: String

cURL request

Retrieve values for the contact reference field from all cases:

curl 'https://instance.servicenow.com/api/sn_customerservice/case/field_values/contact' \
--request GET \
--header 'Accept: application/json' \
--user 'username':'password'

The response displays labels and values for matching contacts:

{
  "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"
    }
  ]
}

Case - 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.

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.

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

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

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

Note: Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

Supported request parameters

Name	Description
api\_version	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. Data type: String
field\_name	Name of a choice or reference field.Data type: String Table: Case \[sn\_customerservice\_case\]
id	Sys\_id of a record to use when evaluating reference qualifiers.Data type: String Table: Case \[sn\_customerservice\_case\]

Name	Description
sysparm\_dependent\_value	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 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
sysparm\_limit	Maximum number of records to return. Unusually large sysparm_limit values can impact system performance. For requests that exceed this number of records, use the sysparm_offset parameter to paginate record retrieval. Data type: Number
sysparm\_offset	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 of all records. Do not pass a negative number in the sysparm_offset parameter.Data type: Number Default: 0
sysparm\_query	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:gs.getUserID()^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, 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 (GlideRecord.query()), and web service APIs. Data type: String
sysparm\_reference\_field\_columns	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 Contact table to return.Data type: String
sysparm\_ref\_qual\_input	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 specified case: `sysparm_ref_qual_input=product=5d1b7bb053401010dc25ddeeff7b129d` Data type: String Syntax: `{field1}={value1}^{field2}={value2}[…]`

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.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

Header Description

Link

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: `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=40&sysparm_limit=1000>;rel="next"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=40&sysparm_limit=1000>;rel="prev"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=0&sysparm_limit=1000>;rel="first"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=2780&sysparm_limit=1000>;rel="last"`

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 API HTTP response 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.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
result	List of values for the requested field.Data type: Array of Objects `"result": [ { "label": "String", "value": "String" } ]`
result.label	Display value for the field value.Data type: String
result.value	Field value.Data type: String

cURL request

Retrieve the contact reference field value for an existing case:

curl 'https://instance.servicenow.com/api/sn_customerservice/case/f352dc9387632300d6b0a7da0acb0b60/field_values/contact' \
--request GET \
--header 'Accept: application/json' \
--user 'username':'password'

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

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

Case - 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.

URL format

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

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

Note: Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

Supported request parameters

Name	Description
api\_version	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. Data type: String
id	Sys\_id or case number for the case to retrieve. Results will be unpredictable if a specified case number is shared by two or more cases.Data type: String Table: Case \[sn\_customerservice\_case\]

Name

Description

sysparm\_display\_value

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.

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).

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.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

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 API HTTP response codes.

Status code	Description
200	Successful. The request was successfully processed.
404	Indicates that the request is invalid. Could be due to one of the following reasons:- Requested case does not exist. - User does not have access to the case.

Response body parameters (JSON or XML)

Element	Description
account	Sys\_id of the account record associated with the case. Data type: String Table: Account \[customer\_account\]
account	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", "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 }
account.account\_code	Unique combination of values that an application uses to identify budget forecasts and budget plans.Data type: String Maximum length: 255
account.account\_parent	Sys\_id of the parent account of this account. Located in the Account \[customer\_account\] table.Data type: String
account.account\_path	Path from the parent to the child accounts in the account hierarchy.Data type: String Maximum length: 255
account.active\_escalation	Sys\_id of the active escalation associated with the account.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
account.apple\_icon	Icon for iPhone home page bookmarks.Data type: Image
account.banner\_image	Banner image that appears on the customer portal.Data type: Image
account.banner\_image\_light	Small banner image.Data type: Image
account.banner\_text	Banner text that appears on the customer portal.Data type: String Maximum length: 4,000
account.city	City in which the company that is associated with this account resides.Data type: String Maximum length: 50
account.contact	Sys\_id of a contact record associated with this account.Data type: String Table: User \[sys\_user\]
account.country	Country in which the company that is associated with this account resides.Data type: String Maximum length: 40 Default: USA
account.customer	Flag that indicates whether the account is a customer account, as opposed to a partner account.Possible values: - true: Customer account - false: Partner account Data type: Boolean Default: false
account.discount	Discount given to the account on purchases.Data type: Number Maximum length: 15
account.fax\_phone	Primary fax phone number for the company associated with this account.Data type: String Maximum length: 40
account.fiscal\_year	Fiscal year for the company associated with the account.Data type: String
account.lat\_long\_error	Difference in the actual location as compared to latitude and longitude information.Data type: String Maximum length: 1,000
account.latitude	Latitude of the company associated with this account.Data type: Number \(floating point number\) Maximum length: 40
account.longitude	Longitude of the company associated with this account.Data type: Number \(floating point number\) Maximum length: 40
account.manufacturer	Flag that indicates whether the company associated with this account manufactures goods.Possible values: - true: Manufactures goods - false: Does not manufacture goods Data type: Boolean Default: false
account.market\_cap	Market value of the associated company's publicly traded stock shares.Data type: Number \(currency\) Maximum length: 20
account.name	Name of the company associated with this account.Data type: String Maximum length: 80
account.notes	Additional information about the company.Data type: String Maximum length: 4,000
account.num\_employees	Number of people employed by the company.Data type: Number \(Integer\) Maximum length: 40
account.number	Number that identifies this account.Data type: String Maximum length: 40
account.parent	Sys\_id of the parent account of this account.Data type: String Table: Company \[core\_company\]
account.partner	Flag that indicates whether the account is a partner account or a customer account.Possible values: - true: Partner account - false: Customer account Data type: Boolean Default: false
account.phone	Primary phone number for the company.Data type: String
account.primary	Flag that indicates whether this is a primary account.Possible values: - true: Primary account - false: Secondary account Data type: Boolean Default: false
account.primary\_contact	Sys\_id of the primary contact for the account.Data type: String Table: Contact \[customer\_contact\]
account.profits	Profit information entered for this account.Data type: Number \(Currency\) Maximum length: 40
account.publicly\_traded	Flag that indicates whether the company associated with this account is publicly traded on the stock exchange.Possible values: - true: Publicly traded - false: Private company Data type: Boolean
account.rank\_tier	Type of account.Possible values: - blacklist - other - strategic - tactical - valued Data type: String Maximum length: 40
account.registration\_code	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.Data type: String Maximum length: 40
account.revenue\_per\_year	Revenue produced by the company associated with this account.Data type: Number \(Currency\) Maximum length: 20
account.state	State in which the company resides.Data type: String Maximum length: 40
account.stock\_price	Price of the company stock.Data type: String Maximum length: 40
account.stock\_symbol	Stock symbol of the company.Data type: String Maximum length: 40
account.street	Street address of the company.Data type: String Maximum length: 255
account.sys\_class\_name	Table that contains the associated account record.Data type: String
account.sys\_created\_by	User that originally created the account.Data type: String Maximum length: 40
account.sys\_created\_on	Date and time that the account was originally created.Data type: String
account.sys\_id	Sys\_id for the account record.Data type: String
account.sys\_mod\_count	Number of times the account information has been updated.Data type: Number \(Integer\)
account.sys\_updated\_by	User that last modified the account information.Data type: String Maximum length: 40
account.sys\_updated\_on	Date and time the account information was last updated.Data type: String
account.theme	Sys\_id of the customer portal theme used by this account.Data type: String Table: Theme \[sys\_ui\_theme\]
account.vendor	Flag that indicates whether the company associated with this account is a vendor.Possible values: - true: Vendor - false: Not a vendor Data type: Boolean Default: false
account.vendor\_manager	List of sys\_ids of the vendor managers for the account.Data type: String Table: User \[sys\_user\]
account.vendor\_type	List of sys\_ids of the type of vendor such as, applications, hardware, services, or software.Data type: String Table: Vendor Type \[vendor\_type\]
account.website	URL of the website for the company.Data type: String Maximum length: 1,024
account.zip	Zip code of the company.Data type: String Maximum length: 40
active	Flag that indicates whether the case is open and active.Possible values: - true: Case is active - false: Case is closed Data type: Boolean Default: true
active\_account\_escalation	Sys\_id of the active account escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
active\_escalation	Sys\_id of the active escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
activity\_due	Date for which the associated case is expected to be completed.Data type: String
additional\_assignee\_list	List of the sys\_ids of the additional persons \(other than the primary assignee\) that have been assigned to the account.Data type: Array Maximum: 4,000 Table: User \[sys\_user\]
approval	String that describes the type of approval required.Possible values: - approved - cancelled - duplicate - not\_required - not requested - rejected - requested Data type: String Maximum characters: 40 Default: not requested
approval\_history	List of all approvals associated with the case.Data type: String Maximum characters: 4,000
approval\_set	Date and time that the associated action was approved.Data type: String
asset	Sys\_id of the asset record associated with the case.Data type: String Table: Asset \[alm\_asset\]
assigned\_to	Sys\_id of the person assigned to the case. Table: User \[sys\_user\] Data type: String
assignment\_group	Sys\_id of the customer service agent group assigned to the case.Data type: String Table: Group \[sys\_user\_group\]
business\_duration	Length in calendar work hours, work days, and work weeks that it took to complete the case.Data type: String
business\_impact	Impact of the issue on the associated customer.Data type: String Maximum characters: 4,000
business\_service	Sys\_id of the service record associated with the case.Data type: String Table: Service \[cmdb\_ci\_service\]
case	Case short description and case number.Data type: String Maximum length: 300
case\_report	Sys\_id of the associated case report.Data type: String Table: Case Report \[sn\_customerservice\_case\_report\]
category	Case category.Possible values: - 0: Question - 1: Issue - 2: Feature Data type: Number \(Integer\) Default: 1
cause	Details about the cause of the problem.Data type: String Maximum length: 4,000
caused\_by	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
change	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
child\_case\_creation\_progress	Flag that indicates whether the case is a child case that was created from a major case.Possible values: - true: Child case created from a major case - false: Not a child case Data type: Boolean
closed\_at	Date and time that the case was closed.Data type: String
closed\_by	Sys\_id of the user that closed the case.Data type: String Table: User \[sys\_user\]
close\_notes	Notes made when the case was closed.Data type: String Maximum length: 4,000
cmdb\_ci	Sys\_id of the configuration item associated with the case.Data type: String Table: Configuration Item \[cmdb\_ci\]
comments	Additional comments about the case.Data type: String Maximum length: 4,000
comments\_and\_work\_notes	Comments and work notes entered for the case.Data type: String Maximum length: 4,000
company	Sys\_id of the company associated with the case.Data type: String Table: Company \[core\_company\]
consumer	Business-to-consumer cases only. Sys\_id of the person to contact with regard to this case.Data type: String Table: Consumer \[csm\_consumer\]
consumer	Array of parameters for business-to-consumer cases.
consumer.active	Flag that indicates whether the consumer is active.Possible values: - true: Consumer active - false: Consumer de-activated Data type: Boolean Default: true
consumer.business\_phone	Business phone number of the consumer.Data type: String Maximum length: 40
consumer.city	City in which the consumer resides.Data type: String Maximum length: 100
consumer.country	Country in which the consumer resides.Data type: String Maximum length: 40
consumer.date\_format	Format in which to display dates.Valid values: - dd-mm-yyyy - dd/mm/yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
consumer.email	Email address of the consumer.Data type: String Maximum length: 100
consumer.fax	Fax number of the consumer.Data type: String Maximum length: 40
consumer.first\_name	Consumer first name.Data type: String Maximum length: 50
consumer.gender	Gender of the consumer.Data type: String Maximum length: 40
consumer.home\_phone	Home phone number of the consumer.Data type: String Maximum length: 40
consumer.household	Sys\_id of the record that describes the household characteristics.Data type: String Table: Household \[csm\_household\]
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	Consumer mobile phone number.Data type: String Maximum length: 40
consumer.name	Consumer full name; first\_name+middle\_name+last\_name.Data type: String Maximum length: 152
consumer.notes	Notes on consumer.Data type: String Maximum length: 4,000
consumer.notification	Indicates whether the consumer should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Maximum length: 40 Default: 2
consumer.number	Unique number associated with the consumer.Data type: String Maximum length: 40
consumer.photo	Photo of the consumer.Data type: Image
consumer.preferred\_language	Consumer primary language.Data type: String Maximum length: 3
consumer.prefix	Consumer name prefix such as, Dr., Mr., Mrs., or Ms.Data type: String Maximum length: 40
consumer.primary	Flag that indicates whether this is the primary consumer.Possible values: - true: Primary consumer - false: Not primary consumer Data type: Boolean Default: false
consumer.state	State in which the consumer resides.Data type: String Maximum length: 100
consumer.street	Consumer street address.Data type: String Maximum length: 255
consumer.suffix	Consumer name suffix such as Jr., Sr., or II.Data type: String
consumer.sys\_created\_by	User that created the consumer record.Data type: String Maximum length: 40
consumer.sys\_created\_on	Date and time the consumer record was originally created.Data type: String
consumer.sys\_domain	ServiceNow domain in which the consumer information resides.Data type: String
consumer.sys\_id	Unique identifier for the consumer.Data type: String
consumer.sys\_mod\_count	Number of times that the associated consumer information has been modified.Data type: Number \(Integer\)
consumer.sys\_updated\_by	User that last updated the consumer information.Data type: String Maximum length: 40
consumer.sys\_updated\_on	Date and time when the consumer information was last updated.Data type: String
consumer.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: blank \(system time format\)
consumer.time\_zone	Consumer time zone, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
consumer.title	Consumer business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
consumer.user	Sys\_id of the consumer user. Data type: String Table: Consumer User \[csm\_consumer\_user\]
consumer.zip	Consumer zip code. Data type: String Maximum length: 40
contact	Business-to-business based cases only. Sys\_id of the person to contact regarding this case.Data type: String Table: Contact \[customer\_contact\]
contact	Array of contact parameters for business-to-business cases.
contact.account	Sys\_id of the account record to which the contact is associated.Data type: String Table: Account \[customer\_account\]
contact.active	Flag that indicates whether the contact is active within the system.Possible values: - true: Contact is active - false: Contact is inactive Data type: Boolean Default: true
contact.agent\_status	Status of the agent.Possible values: - Off work - On break - On route - On site Data type: String Maximum length: 40
contact.building	Sys\_id of the record that describes the building in which the contact resides.Data type: String Table: Building \[cmn\_building\]
contact.calendar\_integration	Calendar application that the contact uses.1: Outlook Data type: Number \(Integer\) Default: 1
contact.city	City in which the contact resides.Data type: String Maximum length: 40
contact.company	Sys\_id of the company record to which the contact is associated.Data type: String Table: Company \[core\_company\]
contact.cost\_center	Sys\_id of the cost center associated with the contact.Data type: String Table: Cost Center \[cmn\_cost\_center\]
contact.country	Country code of the country in which the contact resides.Data type: String Maximum length: 3
contact.date\_format	Format in which to display dates to contacts.Valid values: - dd/mm/yyyy - dd-mm-yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
contact.default\_perspective	Sys\_id of the default perspective for the contact.Data type: String Table: Menu List \[sys\_perspective\]
contact.department	Sys\_id of the department associated with the contact.Data type: String Table: Department \[cmn\_department\]
contact.edu\_status	Education status of the associated contact.Data type: String Maximum length: 40 Default: faculty
contact.email	Contact email address.Data type: String
contact.employee\_number	Contact employee number.Data type: String
contact.enable\_multifactor\_authn	Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal.Possible values: - true: Multifactor authorization enabled - false: Multifactor authorization disabled Data type: Boolean Default: false
contact.failed\_attempts	Number of failed log in attempts.Data type: Number \(Integer\)
contact.first\_name	Contact first name.Data type: String Maximum length: 50
contact.gender	Contact gender.Data type: String Maximum length: 40
contact.geolocation\_tracked	Flag that indicates whether the contact location is obtained through geotracking.Possible values: - true: Contact location obtained through geotracking - false: Contact location not obtained through geotracking Data type: Boolean Default value: false
contact.home\_phone	Contact home phone number.Data type: String Maximum length: 40
contact.internal\_integration\_user	Flag that indicates whether the contact is an internal integration user.Possible values: - true: Internal integration user - false: Other type of user Data type: Boolean Default: false
contact.introduction	IntroductionData type: String Maximum length: 40
contact.last\_login	Date on which the contact last logged into the system.Data type: String \(Date\)
contact.last\_login\_device	Device the consumer used the last time they logged in to the system.Data type: String Maximum length: 40
contact.last\_login\_time	Date and time the contact logged in to the system.Data type: String \(Date/time\)
contact.last\_name	Contact last name.Data type: String Maximum length: 50
contact.last\_position\_update	Date and time the last position was updated.Data type: String \(Date/time\)
contact.latitude	Latitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
contact.ldap\_server	Sys\_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server \[ldap\_server\_config\]
contact.location	Sys\_id of the record that describes the location of the contactData type: String Table: Location \[cmn\_location\]
contact.locked\_out	Flag that indicates if the contact is locked-out.Possible values: - true: Contact locked-out - false: Contact not locked-out Data type: Boolean Default: false
contact.longitude	Longitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
contact.manager	Sys\_id of the record that describes the direct supervisor of the contact.Data type: String Table: User \[sys\_user\]
contact.middle\_name	Contact middle name.Data type: Number \(Floating point\) Maximum length: 50
contact.mobile\_phone	Contact mobile phone number.Data type: String Maximum length: 40
contact.name	Contact full name.Data type: String Maximum length: 151
contact.notification	Indicates whether the contact should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Default: 2
contact.on\_schedule	Indicates the timeliness of dispatched service personnel.Valid values: - Ahead: Ahead of schedule. - behind\_less30: Behind schedule, but less than 30 minutes. - 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.phone	Contact business phone number.Data type: String Maximum length: 40
contact.photo	Photo image of the contact. Data type: String
contact.preferred\_language	Country code of the contact primary language.Data type: String Maximum length: 3
contact.roles	List of user roles associated with the contact.Data type: String Maximum length: 40
contact.schedule	Sys\_id of the record that describes the work schedule for the associated contact.Data type: String Table: Schedule \[cmn\_schedule\]
contact.source	Source of the contact.Data type: String Maximum length: 255
contact.state	State in which the contact resides.Data type: String Maximum length: 40
contact.street	Contact street address.Data type: String Maximum length: 255
contact.sys\_class\_name	Table that contains the contact record. Data type: String Maximum length: 80
contact.sys\_created\_by	User that originally created the associated contact record.Data type: String Maximum length: 40
contact.sys\_created\_on	Data and time the associated contact was originally created.Data type: String \(Date/time\)
contact.sys\_domain	ServiceNow instance domain of the associated contact record.Data type: String
contact.sys\_domain\_path	Contact record domain path.Data type: String Maximum length: 255 Default: / \(global\)
contact.sys\_id	Unique identifier for the associated contact record.Data type: String
contact.sys\_mod\_count	Number of times that the associated contact record has been modified.Data type: Number \(Integer\)
contact.sys\_tags	System tags for the content.Data type: String
contact.sys\_updated\_by	User that last updated the associated contact information.Data type: String Maximum length: 40
contact.sys\_updated\_on	Data and time the associated contact information was updated.Data type: String \(Date/time\)
contact.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: Blank \(system time format\)
contact.time\_sheet\_policy	Sys\_id of the record that contains the time sheet policy for the associated contact.Data type: String Table: Time Sheet Policy \[time\_sheet\_policy\]
contact.time\_zone	Time zone in which the contact resides, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
contact.title	Contact business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
contact.user\_name	Contact user ID.Data type: String Maximum length: 40
contact.vip	Flag that indicates whether the associated contact has VIP status.Possible values: - true: VIP - false: Not VIP Data type: Boolean Default: false
contact.web\_service\_access\_only	Flag that indicates whether the contact can only access services through the web.Possible values: - true: Web access only - false: Access through all available methods Data type: Boolean Default: false
contact.zip	Contact zip code.Data type: String Maximum length: 40
contact\_local\_time	Contact local time.Data type: String Maximum length: 70
contact\_time\_zone	Time zone of the contact associated with the case.Data type: String Maximum length: 40
contact\_type	Method in which the case was initially reported.Possible values: - chat - email - phone - social - web Data type: String Maximum length: 40
contract	Sys\_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A 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 Table: Contract \[ast\_contract\]
correlation\_display	Correlation display.Data type: String Maximum length: 100
correlation\_id	Correlation identifier.Data type: String Maximum length: 100
delivery\_plan	Sys\_id of the parent execution plan for this case.Data type: String Table: Execution Plan \[sc\_cat\_item\_delivery\_plan\]
delivery\_task	Sys\_id of the execution plan task.Data type: String Table: Execution Plan Task \[sc\_cat\_item\_delivery\_task\]
description	Detailed description of the problem associated with the case. Data type: String Maximum length: 4,000
due\_date	Date that the case is due to be closed.Data type: String
entitlement	Sys\_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.Data type: String Table: Entitlement \[service\_entitlement\]
escalation	Current escalation level.Possible values: - 0: Normal - 1: Moderate - 2: High - 3: Overdue Data type: Number \(Integer\) Default: 0
expected\_start	Date and time when work is scheduled to begin on the case.Data type: String
first\_response\_time	Date and time when the first action was taken on the case.Data type: String
follow\_the\_sun	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: - true: Case should be handed-off for global follow-up - false: Case shouldn't be handed-off for global follow-up Data type: Boolean Default: false
follow\_up	Date and time of the next follow-up action.Data type: String
group\_list	List of sys\_ids of the group records associated with the case.Data type: Array Table: Group \[sys\_user\_group\]
impact	Impact on customer.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
knowledge	Flag that indicates if there is a knowledge base article available for the specified issue.Possible values: - true: Knowledge base article is available for this issue - false: Knowledge base article is not available for this issue Data type: Boolean Default: false
location	Sys\_id of the record describing the company location.Data type: String Table: Location \[cmn\_location\]
made\_sla	Flag that indicates whether the case was resolved in alignment with the associated service level agreement.Possible values: - true: Case was resolved in alignment with SLA - false: Case wasn't resolved according to the SLA Data type: Boolean Default: true
major\_case\_state	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. - 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
needs\_attention	Flag that indicates whether the case needs attention.Possible values: - true: Case needs additional attention - false: Case doesn't need additional attention Data type: Boolean Default: false
notes\_to\_comments	Flag that indicates whether to add the resolution notes to the comments.Possible values: - true: Resolutions notes, when added, are also added to the comments - false: Resolution notes in comments aren't required Data type: Boolean
notify	Method to use to notify contact/consumer.Possible values: - 1: Do not notify - 2: Send email - 3: Telephone Data type: Number \(Integer\) Default: 1
number	Case number.Data type: String Maximum length: 40
opened\_at	Date and time that the case was opened.Data type: String
opened\_by	Sys\_id of the person that initially opened the case.Data type: String Table: User \[sys\_user\]
order	Order of the case.Data type: Number \(Integer\)
parent	Sys\_id of the parent case to which this case \(child\) is associated.Data type: String Table: Task \[task\]
partner	Sys\_id of the partner associated with the case.Data type: String Table: Account \[customer\_account\]
partner\_contact	Sys\_id of the partner contact associated with the case.Data type: String Table: Contact \[customer\_contact\]
priority	Priority of the case. Possible values: - 1: Critical - 2: High - 3: Moderate - 4: Low Data type: Number \(Integer\) Default: 4
probable\_cause	Possible cause of the issue associated with the case.Data type: String Maximum length: 4,000
problem	Sys\_id of the issue that the customer is encountering.Data type: String Table: Problem \[problem\]
product	Sys\_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset \(for example, Apple Mac Book Pro\).Data type: String Table: Product Model \[cmdb\_model\]
reassignment\_count	Number of times that the case was reassigned to a person that is responsible for moving the case forward.Data type: Number \(Integer\) Default: 0
recipient\_list	Sys\_id of the record that contains the list of recipients for communications about this case.Data type: String Table: Recipients List \[sn\_publications\_recipients\_list\]
rejection\_goto	Sys\_id of the task to execute if the case is rejected.Data type: String Table: Task \[task\]
resolution\_code	Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40
resolved\_at	Date and time that the case was resolved.Data type: String
resolved\_by	Sys\_id of the person that resolved the case.Data type: String Table: User \[sys\_user\]
result	List of values for the requested field.Data type: Array of Objects `"result": [ { "label": "String", "value": "String" } ]`
result.label	Display value for the field value.Data type: String
result.value	Field value.Data type: String
short\_description	Concise description of the case. Data type: String Maximum length: 160
skills	List of the unique identifiers \(sys\_id\) of the skills needed to complete the case.Data type: String Table: Skill \[cmn\_skill\]
sla\_due	Date/time at which the case must be closed based on the associated service level agreement.Data type: String
sn\_app\_cs\_social\_social\_profile	Details for a specific social media profile, such as Facebook, Twitter, or YouTube.Data type: Array of Objects `"sn_app_cs_social_social_profile": [ { "account": "String", "channel": [Array], "contact": {Object}, "consumer": {Object}, "created_on": "String", "profile": "String", "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" } ]`
sn\_app\_cs\_social\_social\_profile.account	Unique identifier of the record containing account information for the social media profile. Located in the Account \[customer\_account\] table.Data type: String
sn\_app\_cs\_social\_social\_profile.channel	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", "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" }`
sn\_app\_cs\_social\_social\_profile.channel.name	Name of the social media channel.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.channel.sys\_class\_name	Table that contains the social media channel record.Data type: String Maximum length: 80
sn\_app\_cs\_social\_social\_profile.channel.sys\_created\_by	Person that created the social media channel.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_created\_on	Date and time the social media profile was created.Data type: Date/time Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_id	Unique identifier of the associated social media profile channel.Data type: String
sn\_app\_cs\_social\_social\_profile.channel.sys\_mod\_count	Number of times that information was modified for the associated social media profile channel.Data type: Integer
sn\_app\_cs\_social\_social\_profile.channel.sys\_name	System name of channel.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.channel.sys\_package	Unique identifier of the record that contains information about the package associated with the profile; Package \[sys\_package\] table.Data type: Reference
sn\_app\_cs\_social\_social\_profile.channel.sys\_policy	System protection policy.Possible values: - protected - read Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_scope	Unique identifier of the record that contains information about the scope of the social profile; Application \[sys\_scope\] table.Data type: Reference
sn\_app\_cs\_social\_social\_profile.channel.sys\_tags	System tags associated with the channel.Data type: String
sn\_app\_cs\_social\_social\_profile.channel.sys\_update\_name	Name of the person that last updated the social media profile channel.Data type: String Maximum length: 250
sn\_app\_cs\_social\_social\_profile.channel.sys\_updated\_by	User that last updated the social media profile channel.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_updated\_on	Date and time the social media profile channel was last updated.Data type: Date/time Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer	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, "number": "String", "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" }
sn\_app\_cs\_social\_social\_profile.consumer.active	Flag that indicates whether the consumer is active.Possible values: - true: Consumer active - false: Consumer de-activated Data type: Boolean Default: true
sn\_app\_cs\_social\_social\_profile.consumer.business\_phone	Business phone number of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.city	City in which the consumer resides.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.consumer.country	Country in which the consumer resides.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.date\_format	Format in which to display dates.Valid values: - dd-mm-yyyy - dd/mm/yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
sn\_app\_cs\_social\_social\_profile.consumer.email	Email address of the consumer.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.consumer.fax	Fax number of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.first\_name	Consumer first name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.consumer.gender	Gender of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.home\_phone	Home phone number of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.household	Sys\_id of the record that describes the household characteristics.Data type: String Table: Household \[csm\_household\]
sn\_app\_cs\_social\_social\_profile.consumer.last\_name	Consumer last name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.consumer.middle\_name	Consumer middle name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.consumer.mobile\_phone	Consumer mobile phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.name	Consumer full name; first\_name+middle\_name+last\_name.Data type: String Maximum length: 152
sn\_app\_cs\_social\_social\_profile.consumer.notes	Notes on consumer.Data type: String Maximum length: 4,000
sn\_app\_cs\_social\_social\_profile.consumer.notification	Indicates whether the consumer should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Maximum length: 40 Default: 2
sn\_app\_cs\_social\_social\_profile.consumer.number	Unique number associated with the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.photo	Photo of the consumer.Data type: Image
sn\_app\_cs\_social\_social\_profile.consumer.preferred\_language	Consumer primary language.Data type: String Maximum length: 3
sn\_app\_cs\_social\_social\_profile.consumer.prefix	Consumer name prefix such as, Dr., Mr., Mrs., or Ms.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.primary	Flag that indicates whether this is the primary consumer.Possible values: - true: Primary consumer - false: Not primary consumer Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.consumer.state	State in which the consumer resides.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.consumer.street	Consumer street address.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.consumer.suffix	Consumer name suffix such as Jr., Sr., or II.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_created\_by	User that created the consumer record.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.sys\_created\_on	Date and time the consumer record was originally created.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_domain	ServiceNow domain in which the consumer information resides.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_id	Unique identifier for the consumer.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_mod\_count	Number of times that the associated consumer information has been modified.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.consumer.sys\_tags	Consumer system tags.
sn\_app\_cs\_social\_social\_profile.consumer.sys\_updated\_by	User that last updated the consumer information.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.sys\_updated\_on	Date and time when the consumer information was last updated.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: blank \(system time format\)
sn\_app\_cs\_social\_social\_profile.consumer.time\_zone	Consumer time zone, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.title	Consumer business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
sn\_app\_cs\_social\_social\_profile.consumer.user	Sys\_id of the consumer user. Data type: String Table: Consumer User \[csm\_consumer\_user\]
sn\_app\_cs\_social\_social\_profile.consumer.zip	Consumer zip code. Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact	For business-to-business cases. Unique identifier of the record containing details about the social media profile that belongs to the contact associated with the case. Located in the Contact \[customer\_contact\] table.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.account	Sys\_id of the account record to which the contact is associated.Data type: String Table: Account \[customer\_account\]
sn\_app\_cs\_social\_social\_profile.contact.active	Flag that indicates whether the contact is active within the system.Possible values: - true: Contact is active - false: Contact is inactive Data type: Boolean Default: true
sn\_app\_cs\_social\_social\_profile.contact.agent\_status	Status of the agent.Possible values: - Off work - On break - On route - On site Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.building	Sys\_id of the record that describes the building in which the contact resides.Data type: String Table: Building \[cmn\_building\]
sn\_app\_cs\_social\_social\_profile.contact.calendar\_integration	Calendar application that the contact uses.1: Outlook Data type: Number \(Integer\) Default: 1
sn\_app\_cs\_social\_social\_profile.contact.city	City in which the contact resides.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.company	Sys\_id of the company record to which the contact is associated.Data type: String Table: Company \[core\_company\]
sn\_app\_cs\_social\_social\_profile.contact.cost\_center	Sys\_id of the cost center associated with the contact.Data type: String Table: Cost Center \[cmn\_cost\_center\]
sn\_app\_cs\_social\_social\_profile.contact.country	Country code of the country in which the contact resides.Data type: String Maximum length: 3
sn\_app\_cs\_social\_social\_profile.contact.date\_format	Format in which to display dates to contacts.Valid values: - dd/mm/yyyy - dd-mm-yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
sn\_app\_cs\_social\_social\_profile.contact.default\_perspective	Sys\_id of the default perspective for the contact.Data type: String Table: Menu List \[sys\_perspective\]
sn\_app\_cs\_social\_social\_profile.contact.department	Sys\_id of the department associated with the contact.Data type: String Table: Department \[cmn\_department\]
sn\_app\_cs\_social\_social\_profile.contact.edu\_status	Education status of the associated contact.Data type: String Maximum length: 40 Default: faculty
sn\_app\_cs\_social\_social\_profile.contact.email	Contact email address.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.employee\_number	Contact employee number.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.enable\_multifactor\_authn	Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal.Possible values: - true: Multifactor authorization enabled - false: Multifactor authorization disabled Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.failed\_attempts	Number of failed log in attempts.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.contact.first\_name	Contact first name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.contact.gender	Contact gender.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.geolocation\_tracked	Flag that indicates whether the contact location is obtained through geotracking.Possible values: - true: Contact location obtained through geotracking - false: Contact location not obtained through geotracking Data type: Boolean Default value: false
sn\_app\_cs\_social\_social\_profile.contact.home\_phone	Contact home phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.internal\_itegration\_user	Flag that indicates whether the contact is an internal integration user.Possible values: - true: Internal integration user - false: Other type of user Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.introduction	IntroductionData type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.last\_login	Date on which the contact last logged into the system.Data type: String \(Date\)
sn\_app\_cs\_social\_social\_profile.contact.last\_login\_device	Device the consumer used the last time they logged in to the system.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.last\_login\_time	Date and time the contact logged in to the system.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.last\_name	Contact last name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.contact.last\_position\_update	Date and time the last position was updated.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.latitude	Latitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.ldap\_server	Sys\_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server \[ldap\_server\_config\]
sn\_app\_cs\_social\_social\_profile.contact.location	Sys\_id of the record that describes the location of the contactData type: String Table: Location \[cmn\_location\]
sn\_app\_cs\_social\_social\_profile.contact.locked\_out	Flag that indicates if the contact is locked-out.Possible values: - true: Contact locked-out - false: Contact not locked-out Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.longitude	Longitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.manager	Sys\_id of the record that describes the direct supervisor of the contact.Data type: String Table: User \[sys\_user\]
sn\_app\_cs\_social\_social\_profile.contact.middle\_name	Contact middle name.Data type: Number \(Floating point\) Maximum length: 50
sn\_app\_cs\_social\_social\_profile.contact.mobile\_phone	Contact mobile phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.name	Contact full name.Data type: String Maximum length: 151
sn\_app\_cs\_social\_social\_profile.contact.notification	Indicates whether the contact should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Default: 2
sn\_app\_cs\_social\_social\_profile.contact.on\_schedule	Indicates the timeliness of dispatched service personnel.Valid values: - Ahead: Ahead of schedule. - behind\_less30: Behind schedule, but less than 30 minutes. - 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
sn\_app\_cs\_social\_social\_profile.contact.phone	Contact business phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.photo	Photo image of the contact. Data type: String
sn\_app\_cs\_social\_social\_profile.contact.preferred\_language	Country code of the contact primary language.Data type: String Maximum length: 3
sn\_app\_cs\_social\_social\_profile.contact.roles	List of user roles associated with the contact.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.schedule	Sys\_id of the record that describes the work schedule for the associated contact.Data type: String Table: Schedule \[cmn\_schedule\]
sn\_app\_cs\_social\_social\_profile.contact.source	Source of the contact.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.contact.state	State in which the contact resides.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.street	Contact street address.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.contact.sys\_class\_name	Table that contains the contact record. Data type: String Maximum length: 80
sn\_app\_cs\_social\_social\_profile.contact.sys\_created\_by	User that originally created the associated contact record.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.sys\_created\_on	Data and time the associated contact was originally created.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.sys\_domain	ServiceNow instance domain of the associated contact record.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.sys\_domain\_path	Contact record domain path.Data type: String Maximum length: 255 Default: / \(global\)
sn\_app\_cs\_social\_social\_profile.contact.sys\_id	Unique identifier for the associated contact record.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.sys\_mod\_count	Number of times that the associated contact record has been modified.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.contact.sys\_tags	Contact system tags.
sn\_app\_cs\_social\_social\_profile.contact.sys\_updated\_by	User that last updated the associated contact information.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.sys\_updated\_on	Data and time the associated contact information was updated.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: Blank \(system time format\)
sn\_app\_cs\_social\_social\_profile.contact.time\_sheet\_policy	Sys\_id of the record that contains the time sheet policy for the associated contact.Data type: String Table: Time Sheet Policy \[time\_sheet\_policy\]
sn\_app\_cs\_social\_social\_profile.contact.time\_zone	Time zone in which the contact resides, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.title	Contact business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
sn\_app\_cs\_social\_social\_profile.contact.user\_name	Contact user ID.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.vip	Flag that indicates whether the associated contact has VIP status.Possible values: - true: VIP - false: Not VIP Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.web\_service\_access\_only	Flag that indicates whether the contact can only access services through the web.Possible values: - true: Web access only - false: Access through all available methods Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.zip	Contact zip code.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.created\_on	Date and time the associated social media profile was initially created.
sn\_app\_cs\_social\_social\_profile.profile	Social profile.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.profile\_url	URL to use to access the social media profile.Data type: String Maximum length: 1,024
sn\_app\_cs\_social\_social\_profile.social\_id	Unique social media account provider identifier for the associated social media account.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.source	Source of the social profile.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.sys\_created\_by	User that initially created the social media profile.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.sys\_created\_on	Date and time the social media profile was initially created.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.sys\_id	Unique identifier for the social media profile.Data type: String
sn\_app\_cs\_social\_social\_profile.sys\_mod\_count	Number of times that information was modified for the associated social media profile.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.sys\_tags	Profile system tags.
sn\_app\_cs\_social\_social\_profile.sys\_updated\_by	User that initially created the social media profile.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.sys\_updated\_on	User that initially created the social media profile.Data type: String Maximum length: 40
state	Current state of the case.Possible values: - 1: New - 3: Closed - 6: Resolved - 10: Open - 18: Awaiting Info Data type: Number \(Integer\) Default: 1
subcategory	Case subcategory.Possible values: 0: QuestionData type: Number \(Integer\) Default: 0
support\_manager	Sys\_id of the CSM manager assigned to the case.Data type: String Table: User \[sys\_user\]
sync\_driver	Flag that indicates whether there's driver synchronization.Possible values: - true: Driver is synchronized - false: Driver isn't synchronized Data type: Boolean
sys\_class\_name	Table that contains the case record.Data type: String Maximum length: 80
sys\_created\_by	Person that initially opened the case.Data type: String Maximum length: 40
sys\_created\_on	Date and time when the case was initially created.Data type: String
sys\_domain	Domain associated with the case.Data type: String Maximum length: 32 Default: global
sys\_domain\_path	Domain path.Data type: String Maximum length: 255 Default: /
sys\_id	Unique identifier for the case.Data type: String Maximum length: 32
sys\_mod\_count	Number of updates to the case since it was initially created.Data type: Number \(Integer\)
sys\_tags	System tags.
sys\_updated\_by	Person that last updated the case.Data type: String Maximum length: 40
sys\_updated\_on	Date and time when the case was last updated.Data type: String
time\_worked	Total amount of time worked on the case.Data type: String
upon\_approval	Action to take if the case is approved.Possible values: - do\_nothing - proceed Data type: String Maximum length: 40 Default: proceed
upon\_reject	Action to take if the case is rejected.Possible values: - cancel - goto Data type: String Maximum length: 40 Default: cancel
urgency	Urgency of the case.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
user\_input	Additional user input.Data type: String Maximum length: 4,000
variable\_pool	Grouping of variables.
variables	Name-value pairs of variables associated with the case.Data type: String Maximum length: 40
watch\_list	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 Resolved or Closed.Data type: Array Table: User \[sys\_user\]
wf\_activity	Sys\_id of the workflow activity record associated with the case.Data type: String Table: Workflow Activity \[wf\_activity\]
work\_end	Date and time work ended on the case.Data type: String
work\_notes	Information about how to resolve the case, or steps taken to resolve it.Data type: String Maximum length: 4,000
work\_notes\_list	List of sys\_ids of the internal users who receive notifications about this case when work notes are added.Data type: Array Table: User \[sys\_user\]
work\_start	Date and time that work started on the case.Data type: String

cURL request

curl "https://instance.servicenow.com/api/sn_customerservice/case/ba325dbe64f01300964fae39b050e9a6" \
--request GET \
--header "Accept:application/json" \
--user "username":"password"

{
  "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 degradationCS0000871",
    "sys_created_by": "john.jason",
    "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": "john.jason",
    "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",
    "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": ""
  }
}

Case - 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.

URL format

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

Default URL: /api/sn_customerservice/case

Note: Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

Supported request parameters

Name	Description
api\_version	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. Data type: String

Name	Description
sysparm\_display\_value	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 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).
sysparm\_fields	Comma-separated list of fields to return in the response. Invalid fields are ignored.Data type: String Default: Return all fields.
sysparm\_limit	Maximum number of records to return. Unusually large sysparm_limit values can impact system performance. For requests that exceed this number of records, use the sysparm_offset parameter to paginate record retrieval. Data type: Number
sysparm\_offset	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 of all records. Do not pass a negative number in the sysparm_offset parameter.Data type: Number Default: 0
sysparm\_query	Encoded query used to filter the result set.For example: `(sysparm_query=caller_id=javascript:gs.getUserID()^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, 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 (GlideRecord.query()), and web service APIs. Data type: String
sysparm\_reference\_fields	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`.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.

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.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

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 API HTTP response codes.

Header

Description

Link

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: `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=40&sysparm_limit=1000>;rel="next"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=40&sysparm_limit=1000>;rel="prev"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=0&sysparm_limit=1000>;rel="first"`, `https://.service-now.com/api/now/table/cmdb_ci?sysparm_offset=2780&sysparm_limit=1000>;rel="last"`

X-Total-Count

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

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)

Element	Description
account	Sys\_id of the account record associated with the case. Data type: String Table: Account \[customer\_account\]
account	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", "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 }
account.account\_code	Unique combination of values that an application uses to identify budget forecasts and budget plans.Data type: String Maximum length: 255
account.account\_parent	Sys\_id of the parent account of this account. Located in the Account \[customer\_account\] table.Data type: String
account.account\_path	Path from the parent to the child accounts in the account hierarchy.Data type: String Maximum length: 255
account.active\_escalation	Sys\_id of the active escalation associated with the account.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
account.apple\_icon	Icon for iPhone home page bookmarks.Data type: Image
account.banner\_image	Banner image that appears on the customer portal.Data type: Image
account.banner\_image\_light	Small banner image.Data type: Image
account.banner\_text	Banner text that appears on the customer portal.Data type: String Maximum length: 4,000
account.city	City in which the company that is associated with this account resides.Data type: String Maximum length: 50
account.contact	Sys\_id of a contact record associated with this account.Data type: String Table: User \[sys\_user\]
account.country	Country in which the company that is associated with this account resides.Data type: String Maximum length: 40 Default: USA
account.customer	Flag that indicates whether the account is a customer account, as opposed to a partner account.Possible values: - true: Customer account - false: Partner account Data type: Boolean Default: false
account.discount	Discount given to the account on purchases.Data type: Number Maximum length: 15
account.fax\_phone	Primary fax phone number for the company associated with this account.Data type: String Maximum length: 40
account.fiscal\_year	Fiscal year for the company associated with the account.Data type: String
account.lat\_long\_error	Difference in the actual location as compared to latitude and longitude information.Data type: String Maximum length: 1,000
account.latitude	Latitude of the company associated with this account.Data type: Number \(floating point number\) Maximum length: 40
account.longitude	Longitude of the company associated with this account.Data type: Number \(floating point number\) Maximum length: 40
account.manufacturer	Flag that indicates whether the company associated with this account manufactures goods.Possible values: - true: Manufactures goods - false: Does not manufacture goods Data type: Boolean Default: false
account.market\_cap	Market value of the associated company's publicly traded stock shares.Data type: Number \(currency\) Maximum length: 20
account.name	Name of the company associated with this account.Data type: String Maximum length: 80
account.notes	Additional information about the company.Data type: String Maximum length: 4,000
account.num\_employees	Number of people employed by the company.Data type: Number \(Integer\) Maximum length: 40
account.number	Number that identifies this account.Data type: String Maximum length: 40
account.parent	Sys\_id of the parent account of this account.Data type: String Table: Company \[core\_company\]
account.partner	Flag that indicates whether the account is a partner account or a customer account.Possible values: - true: Partner account - false: Customer account Data type: Boolean Default: false
account.phone	Primary phone number for the company.Data type: String
account.primary	Flag that indicates whether this is a primary account.Possible values: - true: Primary account - false: Secondary account Data type: Boolean Default: false
account.primary\_contact	Sys\_id of the primary contact for the account.Data type: String Table: Contact \[customer\_contact\]
account.profits	Profit information entered for this account.Data type: Number \(Currency\) Maximum length: 40
account.publicly\_traded	Flag that indicates whether the company associated with this account is publicly traded on the stock exchange.Possible values: - true: Publicly traded - false: Private company Data type: Boolean
account.rank\_tier	Type of account.Possible values: - blacklist - other - strategic - tactical - valued Data type: String Maximum length: 40
account.registration\_code	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.Data type: String Maximum length: 40
account.revenue\_per\_year	Revenue produced by the company associated with this account.Data type: Number \(Currency\) Maximum length: 20
account.state	State in which the company resides.Data type: String Maximum length: 40
account.stock\_price	Price of the company stock.Data type: String Maximum length: 40
account.stock\_symbol	Stock symbol of the company.Data type: String Maximum length: 40
account.street	Street address of the company.Data type: String Maximum length: 255
account.sys\_class\_name	Table that contains the associated account record.Data type: String
account.sys\_created\_by	User that originally created the account.Data type: String Maximum length: 40
account.sys\_created\_on	Date and time that the account was originally created.Data type: String
account.sys\_id	Sys\_id for the account record.Data type: String
account.sys\_mod\_count	Number of times the account information has been updated.Data type: Number \(Integer\)
account.sys\_updated\_by	User that last modified the account information.Data type: String Maximum length: 40
account.sys\_updated\_on	Date and time the account information was last updated.Data type: String
account.theme	Sys\_id of the customer portal theme used by this account.Data type: String Table: Theme \[sys\_ui\_theme\]
account.vendor	Flag that indicates whether the company associated with this account is a vendor.Possible values: - true: Vendor - false: Not a vendor Data type: Boolean Default: false
account.vendor\_manager	List of sys\_ids of the vendor managers for the account.Data type: String Table: User \[sys\_user\]
account.vendor\_type	List of sys\_ids of the type of vendor such as, applications, hardware, services, or software.Data type: String Table: Vendor Type \[vendor\_type\]
account.website	URL of the website for the company.Data type: String Maximum length: 1,024
account.zip	Zip code of the company.Data type: String Maximum length: 40
active	Flag that indicates whether the case is open and active.Possible values: - true: Case is active - false: Case is closed Data type: Boolean Default: true
active\_account\_escalation	Sys\_id of the active account escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
active\_escalation	Sys\_id of the active escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
activity\_due	Date for which the associated case is expected to be completed.Data type: String
additional\_assignee\_list	List of the sys\_ids of the additional persons \(other than the primary assignee\) that have been assigned to the account.Data type: Array Maximum: 4,000 Table: User \[sys\_user\]
approval	String that describes the type of approval required.Possible values: - approved - cancelled - duplicate - not\_required - not requested - rejected - requested Data type: String Maximum characters: 40 Default: not requested
approval\_history	List of all approvals associated with the case.Data type: String Maximum characters: 4,000
approval\_set	Date and time that the associated action was approved.Data type: String
asset	Sys\_id of the asset record associated with the case.Data type: String Table: Asset \[alm\_asset\]
assigned\_to	Sys\_id of the person assigned to the case. Table: User \[sys\_user\] Data type: String
assignment\_group	Sys\_id of the customer service agent group assigned to the case.Data type: String Table: Group \[sys\_user\_group\]
business\_duration	Length in calendar work hours, work days, and work weeks that it took to complete the case.Data type: String
business\_impact	Impact of the issue on the associated customer.Data type: String Maximum characters: 4,000
business\_service	Sys\_id of the service record associated with the case.Data type: String Table: Service \[cmdb\_ci\_service\]
case	Case short description and case number.Data type: String Maximum length: 300
case\_report	Sys\_id of the associated case report.Data type: String Table: Case Report \[sn\_customerservice\_case\_report\]
category	Case category.Possible values: - 0: Question - 1: Issue - 2: Feature Data type: Number \(Integer\) Default: 1
cause	Details about the cause of the problem.Data type: String Maximum length: 4,000
caused\_by	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
change	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
child\_case\_creation\_progress	Flag that indicates whether the case is a child case that was created from a major case.Possible values: - true: Child case created from a major case - false: Not a child case Data type: Boolean
closed\_at	Date and time that the case was closed.Data type: String
closed\_by	Sys\_id of the user that closed the case.Data type: String Table: User \[sys\_user\]
close\_notes	Notes made when the case was closed.Data type: String Maximum length: 4,000
cmdb\_ci	Sys\_id of the configuration item associated with the case.Data type: String Table: Configuration Item \[cmdb\_ci\]
comments	Additional comments about the case.Data type: String Maximum length: 4,000
comments\_and\_work\_notes	Comments and work notes entered for the case.Data type: String Maximum length: 4,000
company	Sys\_id of the company associated with the case.Data type: String Table: Company \[core\_company\]
consumer	Business-to-consumer cases only. Sys\_id of the person to contact with regard to this case.Data type: String Table: Consumer \[csm\_consumer\]
consumer	Array of parameters for business-to-consumer cases.
consumer.active	Flag that indicates whether the consumer is active.Possible values: - true: Consumer active - false: Consumer de-activated Data type: Boolean Default: true
consumer.business\_phone	Business phone number of the consumer.Data type: String Maximum length: 40
consumer.city	City in which the consumer resides.Data type: String Maximum length: 100
consumer.country	Country in which the consumer resides.Data type: String Maximum length: 40
consumer.date\_format	Format in which to display dates.Valid values: - dd-mm-yyyy - dd/mm/yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
consumer.email	Email address of the consumer.Data type: String Maximum length: 100
consumer.fax	Fax number of the consumer.Data type: String Maximum length: 40
consumer.first\_name	Consumer first name.Data type: String Maximum length: 50
consumer.gender	Gender of the consumer.Data type: String Maximum length: 40
consumer.home\_phone	Home phone number of the consumer.Data type: String Maximum length: 40
consumer.household	Sys\_id of the record that describes the household characteristics.Data type: String Table: Household \[csm\_household\]
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	Consumer mobile phone number.Data type: String Maximum length: 40
consumer.name	Consumer full name; first\_name+middle\_name+last\_name.Data type: String Maximum length: 152
consumer.notes	Notes on consumer.Data type: String Maximum length: 4,000
consumer.notification	Indicates whether the consumer should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Maximum length: 40 Default: 2
consumer.number	Unique number associated with the consumer.Data type: String Maximum length: 40
consumer.photo	Photo of the consumer.Data type: Image
consumer.preferred\_language	Consumer primary language.Data type: String Maximum length: 3
consumer.prefix	Consumer name prefix such as, Dr., Mr., Mrs., or Ms.Data type: String Maximum length: 40
consumer.primary	Flag that indicates whether this is the primary consumer.Possible values: - true: Primary consumer - false: Not primary consumer Data type: Boolean Default: false
consumer.state	State in which the consumer resides.Data type: String Maximum length: 100
consumer.street	Consumer street address.Data type: String Maximum length: 255
consumer.suffix	Consumer name suffix such as Jr., Sr., or II.Data type: String
consumer.sys\_created\_by	User that created the consumer record.Data type: String Maximum length: 40
consumer.sys\_created\_on	Date and time the consumer record was originally created.Data type: String
consumer.sys\_domain	ServiceNow domain in which the consumer information resides.Data type: String
consumer.sys\_id	Unique identifier for the consumer.Data type: String
consumer.sys\_mod\_count	Number of times that the associated consumer information has been modified.Data type: Number \(Integer\)
consumer.sys\_updated\_by	User that last updated the consumer information.Data type: String Maximum length: 40
consumer.sys\_updated\_on	Date and time when the consumer information was last updated.Data type: String
consumer.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: blank \(system time format\)
consumer.time\_zone	Consumer time zone, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
consumer.title	Consumer business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
consumer.user	Sys\_id of the consumer user. Data type: String Table: Consumer User \[csm\_consumer\_user\]
consumer.zip	Consumer zip code. Data type: String Maximum length: 40
contact	Business-to-business based cases only. Sys\_id of the person to contact regarding this case.Data type: String Table: Contact \[customer\_contact\]
contact	Array of contact parameters for business-to-business cases.
contact.account	Sys\_id of the account record to which the contact is associated.Data type: String Table: Account \[customer\_account\]
contact.active	Flag that indicates whether the contact is active within the system.Possible values: - true: Contact is active - false: Contact is inactive Data type: Boolean Default: true
contact.agent\_status	Status of the agent.Possible values: - Off work - On break - On route - On site Data type: String Maximum length: 40
contact.building	Sys\_id of the record that describes the building in which the contact resides.Data type: String Table: Building \[cmn\_building\]
contact.calendar\_integration	Calendar application that the contact uses.1: Outlook Data type: Number \(Integer\) Default: 1
contact.city	City in which the contact resides.Data type: String Maximum length: 40
contact.company	Sys\_id of the company record to which the contact is associated.Data type: String Table: Company \[core\_company\]
contact.cost\_center	Sys\_id of the cost center associated with the contact.Data type: String Table: Cost Center \[cmn\_cost\_center\]
contact.country	Country code of the country in which the contact resides.Data type: String Maximum length: 3
contact.date\_format	Format in which to display dates to contacts.Valid values: - dd/mm/yyyy - dd-mm-yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
contact.default\_perspective	Sys\_id of the default perspective for the contact.Data type: String Table: Menu List \[sys\_perspective\]
contact.department	Sys\_id of the department associated with the contact.Data type: String Table: Department \[cmn\_department\]
contact.edu\_status	Education status of the associated contact.Data type: String Maximum length: 40 Default: faculty
contact.email	Contact email address.Data type: String
contact.employee\_number	Contact employee number.Data type: String
contact.enable\_multifactor\_authn	Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal.Possible values: - true: Multifactor authorization enabled - false: Multifactor authorization disabled Data type: Boolean Default: false
contact.failed\_attempts	Number of failed log in attempts.Data type: Number \(Integer\)
contact.first\_name	Contact first name.Data type: String Maximum length: 50
contact.gender	Contact gender.Data type: String Maximum length: 40
contact.geolocation\_tracked	Flag that indicates whether the contact location is obtained through geotracking.Possible values: - true: Contact location obtained through geotracking - false: Contact location not obtained through geotracking Data type: Boolean Default value: false
contact.home\_phone	Contact home phone number.Data type: String Maximum length: 40
contact.internal\_integration\_user	Flag that indicates whether the contact is an internal integration user.Possible values: - true: Internal integration user - false: Other type of user Data type: Boolean Default: false
contact.introduction	IntroductionData type: String Maximum length: 40
contact.last\_login	Date on which the contact last logged into the system.Data type: String \(Date\)
contact.last\_login\_device	Device the consumer used the last time they logged in to the system.Data type: String Maximum length: 40
contact.last\_login\_time	Date and time the contact logged in to the system.Data type: String \(Date/time\)
contact.last\_name	Contact last name.Data type: String Maximum length: 50
contact.last\_position\_update	Date and time the last position was updated.Data type: String \(Date/time\)
contact.latitude	Latitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
contact.ldap\_server	Sys\_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server \[ldap\_server\_config\]
contact.location	Sys\_id of the record that describes the location of the contactData type: String Table: Location \[cmn\_location\]
contact.locked\_out	Flag that indicates if the contact is locked-out.Possible values: - true: Contact locked-out - false: Contact not locked-out Data type: Boolean Default: false
contact.longitude	Longitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
contact.manager	Sys\_id of the record that describes the direct supervisor of the contact.Data type: String Table: User \[sys\_user\]
contact.middle\_name	Contact middle name.Data type: Number \(Floating point\) Maximum length: 50
contact.mobile\_phone	Contact mobile phone number.Data type: String Maximum length: 40
contact.name	Contact full name.Data type: String Maximum length: 151
contact.notification	Indicates whether the contact should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Default: 2
contact.on\_schedule	Indicates the timeliness of dispatched service personnel.Valid values: - Ahead: Ahead of schedule. - behind\_less30: Behind schedule, but less than 30 minutes. - 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.phone	Contact business phone number.Data type: String Maximum length: 40
contact.photo	Photo image of the contact. Data type: String
contact.preferred\_language	Country code of the contact primary language.Data type: String Maximum length: 3
contact.roles	List of user roles associated with the contact.Data type: String Maximum length: 40
contact.schedule	Sys\_id of the record that describes the work schedule for the associated contact.Data type: String Table: Schedule \[cmn\_schedule\]
contact.source	Source of the contact.Data type: String Maximum length: 255
contact.state	State in which the contact resides.Data type: String Maximum length: 40
contact.street	Contact street address.Data type: String Maximum length: 255
contact.sys\_class\_name	Table that contains the contact record. Data type: String Maximum length: 80
contact.sys\_created\_by	User that originally created the associated contact record.Data type: String Maximum length: 40
contact.sys\_created\_on	Data and time the associated contact was originally created.Data type: String \(Date/time\)
contact.sys\_domain	ServiceNow instance domain of the associated contact record.Data type: String
contact.sys\_domain\_path	Contact record domain path.Data type: String Maximum length: 255 Default: / \(global\)
contact.sys\_id	Unique identifier for the associated contact record.Data type: String
contact.sys\_mod\_count	Number of times that the associated contact record has been modified.Data type: Number \(Integer\)
contact.sys\_tags	System tags for the content.Data type: String
contact.sys\_updated\_by	User that last updated the associated contact information.Data type: String Maximum length: 40
contact.sys\_updated\_on	Data and time the associated contact information was updated.Data type: String \(Date/time\)
contact.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: Blank \(system time format\)
contact.time\_sheet\_policy	Sys\_id of the record that contains the time sheet policy for the associated contact.Data type: String Table: Time Sheet Policy \[time\_sheet\_policy\]
contact.time\_zone	Time zone in which the contact resides, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
contact.title	Contact business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
contact.user\_name	Contact user ID.Data type: String Maximum length: 40
contact.vip	Flag that indicates whether the associated contact has VIP status.Possible values: - true: VIP - false: Not VIP Data type: Boolean Default: false
contact.web\_service\_access\_only	Flag that indicates whether the contact can only access services through the web.Possible values: - true: Web access only - false: Access through all available methods Data type: Boolean Default: false
contact.zip	Contact zip code.Data type: String Maximum length: 40
contact\_local\_time	Contact local time.Data type: String Maximum length: 70
contact\_time\_zone	Time zone of the contact associated with the case.Data type: String Maximum length: 40
contact\_type	Method in which the case was initially reported.Possible values: - chat - email - phone - social - web Data type: String Maximum length: 40
contract	Sys\_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A 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 Table: Contract \[ast\_contract\]
correlation\_display	Correlation display.Data type: String Maximum length: 100
correlation\_id	Correlation identifier.Data type: String Maximum length: 100
delivery\_plan	Sys\_id of the parent execution plan for this case.Data type: String Table: Execution Plan \[sc\_cat\_item\_delivery\_plan\]
delivery\_task	Sys\_id of the execution plan task.Data type: String Table: Execution Plan Task \[sc\_cat\_item\_delivery\_task\]
description	Detailed description of the problem associated with the case. Data type: String Maximum length: 4,000
due\_date	Date that the case is due to be closed.Data type: String
entitlement	Sys\_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.Data type: String Table: Entitlement \[service\_entitlement\]
escalation	Current escalation level.Possible values: - 0: Normal - 1: Moderate - 2: High - 3: Overdue Data type: Number \(Integer\) Default: 0
expected\_start	Date and time when work is scheduled to begin on the case.Data type: String
first\_response\_time	Date and time when the first action was taken on the case.Data type: String
follow\_the\_sun	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: - true: Case should be handed-off for global follow-up - false: Case shouldn't be handed-off for global follow-up Data type: Boolean Default: false
follow\_up	Date and time of the next follow-up action.Data type: String
group\_list	List of sys\_ids of the group records associated with the case.Data type: Array Table: Group \[sys\_user\_group\]
impact	Impact on customer.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
knowledge	Flag that indicates if there is a knowledge base article available for the specified issue.Possible values: - true: Knowledge base article is available for this issue - false: Knowledge base article is not available for this issue Data type: Boolean Default: false
location	Sys\_id of the record describing the company location.Data type: String Table: Location \[cmn\_location\]
made\_sla	Flag that indicates whether the case was resolved in alignment with the associated service level agreement.Possible values: - true: Case was resolved in alignment with SLA - false: Case wasn't resolved according to the SLA Data type: Boolean Default: true
major\_case\_state	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. - 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
needs\_attention	Flag that indicates whether the case needs attention.Possible values: - true: Case needs additional attention - false: Case doesn't need additional attention Data type: Boolean Default: false
notes\_to\_comments	Flag that indicates whether to add the resolution notes to the comments.Possible values: - true: Resolutions notes, when added, are also added to the comments - false: Resolution notes in comments aren't required Data type: Boolean
notify	Method to use to notify contact/consumer.Possible values: - 1: Do not notify - 2: Send email - 3: Telephone Data type: Number \(Integer\) Default: 1
number	Case number.Data type: String Maximum length: 40
opened\_at	Date and time that the case was opened.Data type: String
opened\_by	Sys\_id of the person that initially opened the case.Data type: String Table: User \[sys\_user\]
order	Order of the case.Data type: Number \(Integer\)
parent	Sys\_id of the parent case to which this case \(child\) is associated.Data type: String Table: Task \[task\]
partner	Sys\_id of the partner associated with the case.Data type: String Table: Account \[customer\_account\]
partner\_contact	Sys\_id of the partner contact associated with the case.Data type: String Table: Contact \[customer\_contact\]
priority	Priority of the case. Possible values: - 1: Critical - 2: High - 3: Moderate - 4: Low Data type: Number \(Integer\) Default: 4
probable\_cause	Possible cause of the issue associated with the case.Data type: String Maximum length: 4,000
problem	Sys\_id of the issue that the customer is encountering.Data type: String Table: Problem \[problem\]
product	Sys\_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset \(for example, Apple Mac Book Pro\).Data type: String Table: Product Model \[cmdb\_model\]
reassignment\_count	Number of times that the case was reassigned to a person that is responsible for moving the case forward.Data type: Number \(Integer\) Default: 0
recipient\_list	Sys\_id of the record that contains the list of recipients for communications about this case.Data type: String Table: Recipients List \[sn\_publications\_recipients\_list\]
rejection\_goto	Sys\_id of the task to execute if the case is rejected.Data type: String Table: Task \[task\]
resolution\_code	Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40
resolved\_at	Date and time that the case was resolved.Data type: String
resolved\_by	Sys\_id of the person that resolved the case.Data type: String Table: User \[sys\_user\]
result	List of values for the requested field.Data type: Array of Objects `"result": [ { "label": "String", "value": "String" } ]`
result.label	Display value for the field value.Data type: String
result.value	Field value.Data type: String
short\_description	Concise description of the case. Data type: String Maximum length: 160
skills	List of the unique identifiers \(sys\_id\) of the skills needed to complete the case.Data type: String Table: Skill \[cmn\_skill\]
sla\_due	Date/time at which the case must be closed based on the associated service level agreement.Data type: String
sn\_app\_cs\_social\_social\_profile	Details for a specific social media profile, such as Facebook, Twitter, or YouTube.Data type: Array of Objects `"sn_app_cs_social_social_profile": [ { "account": "String", "channel": [Array], "contact": {Object}, "consumer": {Object}, "created_on": "String", "profile": "String", "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" } ]`
sn\_app\_cs\_social\_social\_profile.account	Unique identifier of the record containing account information for the social media profile. Located in the Account \[customer\_account\] table.Data type: String
sn\_app\_cs\_social\_social\_profile.channel	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", "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" }`
sn\_app\_cs\_social\_social\_profile.channel.name	Name of the social media channel.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.channel.sys\_class\_name	Table that contains the social media channel record.Data type: String Maximum length: 80
sn\_app\_cs\_social\_social\_profile.channel.sys\_created\_by	Person that created the social media channel.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_created\_on	Date and time the social media profile was created.Data type: Date/time Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_id	Unique identifier of the associated social media profile channel.Data type: String
sn\_app\_cs\_social\_social\_profile.channel.sys\_mod\_count	Number of times that information was modified for the associated social media profile channel.Data type: Integer
sn\_app\_cs\_social\_social\_profile.channel.sys\_name	System name of channel.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.channel.sys\_package	Unique identifier of the record that contains information about the package associated with the profile; Package \[sys\_package\] table.Data type: Reference
sn\_app\_cs\_social\_social\_profile.channel.sys\_policy	System protection policy.Possible values: - protected - read Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_scope	Unique identifier of the record that contains information about the scope of the social profile; Application \[sys\_scope\] table.Data type: Reference
sn\_app\_cs\_social\_social\_profile.channel.sys\_tags	System tags associated with the channel.Data type: String
sn\_app\_cs\_social\_social\_profile.channel.sys\_update\_name	Name of the person that last updated the social media profile channel.Data type: String Maximum length: 250
sn\_app\_cs\_social\_social\_profile.channel.sys\_updated\_by	User that last updated the social media profile channel.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_updated\_on	Date and time the social media profile channel was last updated.Data type: Date/time Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer	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, "number": "String", "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" }
sn\_app\_cs\_social\_social\_profile.consumer.active	Flag that indicates whether the consumer is active.Possible values: - true: Consumer active - false: Consumer de-activated Data type: Boolean Default: true
sn\_app\_cs\_social\_social\_profile.consumer.business\_phone	Business phone number of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.city	City in which the consumer resides.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.consumer.country	Country in which the consumer resides.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.date\_format	Format in which to display dates.Valid values: - dd-mm-yyyy - dd/mm/yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
sn\_app\_cs\_social\_social\_profile.consumer.email	Email address of the consumer.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.consumer.fax	Fax number of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.first\_name	Consumer first name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.consumer.gender	Gender of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.home\_phone	Home phone number of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.household	Sys\_id of the record that describes the household characteristics.Data type: String Table: Household \[csm\_household\]
sn\_app\_cs\_social\_social\_profile.consumer.last\_name	Consumer last name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.consumer.middle\_name	Consumer middle name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.consumer.mobile\_phone	Consumer mobile phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.name	Consumer full name; first\_name+middle\_name+last\_name.Data type: String Maximum length: 152
sn\_app\_cs\_social\_social\_profile.consumer.notes	Notes on consumer.Data type: String Maximum length: 4,000
sn\_app\_cs\_social\_social\_profile.consumer.notification	Indicates whether the consumer should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Maximum length: 40 Default: 2
sn\_app\_cs\_social\_social\_profile.consumer.number	Unique number associated with the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.photo	Photo of the consumer.Data type: Image
sn\_app\_cs\_social\_social\_profile.consumer.preferred\_language	Consumer primary language.Data type: String Maximum length: 3
sn\_app\_cs\_social\_social\_profile.consumer.prefix	Consumer name prefix such as, Dr., Mr., Mrs., or Ms.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.primary	Flag that indicates whether this is the primary consumer.Possible values: - true: Primary consumer - false: Not primary consumer Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.consumer.state	State in which the consumer resides.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.consumer.street	Consumer street address.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.consumer.suffix	Consumer name suffix such as Jr., Sr., or II.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_created\_by	User that created the consumer record.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.sys\_created\_on	Date and time the consumer record was originally created.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_domain	ServiceNow domain in which the consumer information resides.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_id	Unique identifier for the consumer.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_mod\_count	Number of times that the associated consumer information has been modified.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.consumer.sys\_tags	Consumer system tags.
sn\_app\_cs\_social\_social\_profile.consumer.sys\_updated\_by	User that last updated the consumer information.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.sys\_updated\_on	Date and time when the consumer information was last updated.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: blank \(system time format\)
sn\_app\_cs\_social\_social\_profile.consumer.time\_zone	Consumer time zone, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.title	Consumer business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
sn\_app\_cs\_social\_social\_profile.consumer.user	Sys\_id of the consumer user. Data type: String Table: Consumer User \[csm\_consumer\_user\]
sn\_app\_cs\_social\_social\_profile.consumer.zip	Consumer zip code. Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact	For business-to-business cases. Unique identifier of the record containing details about the social media profile that belongs to the contact associated with the case. Located in the Contact \[customer\_contact\] table.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.account	Sys\_id of the account record to which the contact is associated.Data type: String Table: Account \[customer\_account\]
sn\_app\_cs\_social\_social\_profile.contact.active	Flag that indicates whether the contact is active within the system.Possible values: - true: Contact is active - false: Contact is inactive Data type: Boolean Default: true
sn\_app\_cs\_social\_social\_profile.contact.agent\_status	Status of the agent.Possible values: - Off work - On break - On route - On site Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.building	Sys\_id of the record that describes the building in which the contact resides.Data type: String Table: Building \[cmn\_building\]
sn\_app\_cs\_social\_social\_profile.contact.calendar\_integration	Calendar application that the contact uses.1: Outlook Data type: Number \(Integer\) Default: 1
sn\_app\_cs\_social\_social\_profile.contact.city	City in which the contact resides.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.company	Sys\_id of the company record to which the contact is associated.Data type: String Table: Company \[core\_company\]
sn\_app\_cs\_social\_social\_profile.contact.cost\_center	Sys\_id of the cost center associated with the contact.Data type: String Table: Cost Center \[cmn\_cost\_center\]
sn\_app\_cs\_social\_social\_profile.contact.country	Country code of the country in which the contact resides.Data type: String Maximum length: 3
sn\_app\_cs\_social\_social\_profile.contact.date\_format	Format in which to display dates to contacts.Valid values: - dd/mm/yyyy - dd-mm-yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
sn\_app\_cs\_social\_social\_profile.contact.default\_perspective	Sys\_id of the default perspective for the contact.Data type: String Table: Menu List \[sys\_perspective\]
sn\_app\_cs\_social\_social\_profile.contact.department	Sys\_id of the department associated with the contact.Data type: String Table: Department \[cmn\_department\]
sn\_app\_cs\_social\_social\_profile.contact.edu\_status	Education status of the associated contact.Data type: String Maximum length: 40 Default: faculty
sn\_app\_cs\_social\_social\_profile.contact.email	Contact email address.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.employee\_number	Contact employee number.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.enable\_multifactor\_authn	Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal.Possible values: - true: Multifactor authorization enabled - false: Multifactor authorization disabled Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.failed\_attempts	Number of failed log in attempts.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.contact.first\_name	Contact first name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.contact.gender	Contact gender.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.geolocation\_tracked	Flag that indicates whether the contact location is obtained through geotracking.Possible values: - true: Contact location obtained through geotracking - false: Contact location not obtained through geotracking Data type: Boolean Default value: false
sn\_app\_cs\_social\_social\_profile.contact.home\_phone	Contact home phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.internal\_itegration\_user	Flag that indicates whether the contact is an internal integration user.Possible values: - true: Internal integration user - false: Other type of user Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.introduction	IntroductionData type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.last\_login	Date on which the contact last logged into the system.Data type: String \(Date\)
sn\_app\_cs\_social\_social\_profile.contact.last\_login\_device	Device the consumer used the last time they logged in to the system.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.last\_login\_time	Date and time the contact logged in to the system.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.last\_name	Contact last name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.contact.last\_position\_update	Date and time the last position was updated.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.latitude	Latitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.ldap\_server	Sys\_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server \[ldap\_server\_config\]
sn\_app\_cs\_social\_social\_profile.contact.location	Sys\_id of the record that describes the location of the contactData type: String Table: Location \[cmn\_location\]
sn\_app\_cs\_social\_social\_profile.contact.locked\_out	Flag that indicates if the contact is locked-out.Possible values: - true: Contact locked-out - false: Contact not locked-out Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.longitude	Longitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.manager	Sys\_id of the record that describes the direct supervisor of the contact.Data type: String Table: User \[sys\_user\]
sn\_app\_cs\_social\_social\_profile.contact.middle\_name	Contact middle name.Data type: Number \(Floating point\) Maximum length: 50
sn\_app\_cs\_social\_social\_profile.contact.mobile\_phone	Contact mobile phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.name	Contact full name.Data type: String Maximum length: 151
sn\_app\_cs\_social\_social\_profile.contact.notification	Indicates whether the contact should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Default: 2
sn\_app\_cs\_social\_social\_profile.contact.on\_schedule	Indicates the timeliness of dispatched service personnel.Valid values: - Ahead: Ahead of schedule. - behind\_less30: Behind schedule, but less than 30 minutes. - 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
sn\_app\_cs\_social\_social\_profile.contact.phone	Contact business phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.photo	Photo image of the contact. Data type: String
sn\_app\_cs\_social\_social\_profile.contact.preferred\_language	Country code of the contact primary language.Data type: String Maximum length: 3
sn\_app\_cs\_social\_social\_profile.contact.roles	List of user roles associated with the contact.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.schedule	Sys\_id of the record that describes the work schedule for the associated contact.Data type: String Table: Schedule \[cmn\_schedule\]
sn\_app\_cs\_social\_social\_profile.contact.source	Source of the contact.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.contact.state	State in which the contact resides.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.street	Contact street address.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.contact.sys\_class\_name	Table that contains the contact record. Data type: String Maximum length: 80
sn\_app\_cs\_social\_social\_profile.contact.sys\_created\_by	User that originally created the associated contact record.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.sys\_created\_on	Data and time the associated contact was originally created.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.sys\_domain	ServiceNow instance domain of the associated contact record.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.sys\_domain\_path	Contact record domain path.Data type: String Maximum length: 255 Default: / \(global\)
sn\_app\_cs\_social\_social\_profile.contact.sys\_id	Unique identifier for the associated contact record.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.sys\_mod\_count	Number of times that the associated contact record has been modified.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.contact.sys\_tags	Contact system tags.
sn\_app\_cs\_social\_social\_profile.contact.sys\_updated\_by	User that last updated the associated contact information.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.sys\_updated\_on	Data and time the associated contact information was updated.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: Blank \(system time format\)
sn\_app\_cs\_social\_social\_profile.contact.time\_sheet\_policy	Sys\_id of the record that contains the time sheet policy for the associated contact.Data type: String Table: Time Sheet Policy \[time\_sheet\_policy\]
sn\_app\_cs\_social\_social\_profile.contact.time\_zone	Time zone in which the contact resides, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.title	Contact business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
sn\_app\_cs\_social\_social\_profile.contact.user\_name	Contact user ID.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.vip	Flag that indicates whether the associated contact has VIP status.Possible values: - true: VIP - false: Not VIP Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.web\_service\_access\_only	Flag that indicates whether the contact can only access services through the web.Possible values: - true: Web access only - false: Access through all available methods Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.zip	Contact zip code.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.created\_on	Date and time the associated social media profile was initially created.
sn\_app\_cs\_social\_social\_profile.profile	Social profile.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.profile\_url	URL to use to access the social media profile.Data type: String Maximum length: 1,024
sn\_app\_cs\_social\_social\_profile.social\_id	Unique social media account provider identifier for the associated social media account.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.source	Source of the social profile.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.sys\_created\_by	User that initially created the social media profile.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.sys\_created\_on	Date and time the social media profile was initially created.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.sys\_id	Unique identifier for the social media profile.Data type: String
sn\_app\_cs\_social\_social\_profile.sys\_mod\_count	Number of times that information was modified for the associated social media profile.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.sys\_tags	Profile system tags.
sn\_app\_cs\_social\_social\_profile.sys\_updated\_by	User that initially created the social media profile.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.sys\_updated\_on	User that initially created the social media profile.Data type: String Maximum length: 40
state	Current state of the case.Possible values: - 1: New - 3: Closed - 6: Resolved - 10: Open - 18: Awaiting Info Data type: Number \(Integer\) Default: 1
subcategory	Case subcategory.Possible values: 0: QuestionData type: Number \(Integer\) Default: 0
support\_manager	Sys\_id of the CSM manager assigned to the case.Data type: String Table: User \[sys\_user\]
sync\_driver	Flag that indicates whether there's driver synchronization.Possible values: - true: Driver is synchronized - false: Driver isn't synchronized Data type: Boolean
sys\_class\_name	Table that contains the case record.Data type: String Maximum length: 80
sys\_created\_by	Person that initially opened the case.Data type: String Maximum length: 40
sys\_created\_on	Date and time when the case was initially created.Data type: String
sys\_domain	Domain associated with the case.Data type: String Maximum length: 32 Default: global
sys\_domain\_path	Domain path.Data type: String Maximum length: 255 Default: /
sys\_id	Unique identifier for the case.Data type: String Maximum length: 32
sys\_mod\_count	Number of updates to the case since it was initially created.Data type: Number \(Integer\)
sys\_tags	System tags.
sys\_updated\_by	Person that last updated the case.Data type: String Maximum length: 40
sys\_updated\_on	Date and time when the case was last updated.Data type: String
time\_worked	Total amount of time worked on the case.Data type: String
upon\_approval	Action to take if the case is approved.Possible values: - do\_nothing - proceed Data type: String Maximum length: 40 Default: proceed
upon\_reject	Action to take if the case is rejected.Possible values: - cancel - goto Data type: String Maximum length: 40 Default: cancel
urgency	Urgency of the case.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
user\_input	Additional user input.Data type: String Maximum length: 4,000
variable\_pool	Grouping of variables.
variables	Name-value pairs of variables associated with the case.Data type: String Maximum length: 40
watch\_list	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 Resolved or Closed.Data type: Array Table: User \[sys\_user\]
wf\_activity	Sys\_id of the workflow activity record associated with the case.Data type: String Table: Workflow Activity \[wf\_activity\]
work\_end	Date and time work ended on the case.Data type: String
work\_notes	Information about how to resolve the case, or steps taken to resolve it.Data type: String Maximum length: 4,000
work\_notes\_list	List of sys\_ids of the internal users who receive notifications about this case when work notes are added.Data type: Array Table: User \[sys\_user\]
work\_start	Date and time that work started on the case.Data type: String

cURL request

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

curl "https://instance.servicenow.com/api/sn_customerservice/case?sysparm_query=account=86837a386f0331003b3c498f5d3ee4ca&sysparm_limit=2&sysparm_offset=2" \
--request GET \
--header "Accept:application/json" \
--user "username":"password"

The response shows the two cases.

{
  "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 noiseCS0000009",
    "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",
      "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": "julie.lewis",
      "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": "julie.lewis@mailinator.com",
      "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": "",
    "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": "www.boxeo.com",
      "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": "/",
    "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": "jodi.seals",
    "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": "george.warren",
      "failed_attempts": "",
      "edu_status": "",
      "latitude": "",
      "roles": "",
      "title": "Network Administrator",
      "sys_class_name": "customer_contact",
      "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": "geo.warren@mailinator.com",
      "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": "",
      "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": "www.boxeo.com",
      "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"
    }
  }]
}

Case - POST /sn_customerservice/case

Creates a new Customer Service Management (CSM) case.

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

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

Default URL: /api/sn_customerservice/case

Note: Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

Supported request parameters

Name	Description
api\_version	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. Data type: String

Name	Description
None

Element	Description
account	Sys_id of the account associated with the case. Data type: String Default: If contact specified, defaults to account specified in contact record. Table: Account [customer_account]
active	Flag that indicates whether the case is open and active.Possible values: - true: Case is active - false: Case is closed Data type: Boolean Default: true
active\_account\_escalation	Sys\_id of the active account escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
active\_escalation	Sys\_id of the active escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
activity\_due	Date for which the associated case is expected to be completed.Data type: String
additional\_assignee\_list	List of the sys\_ids of the additional persons \(other than the primary assignee\) that have been assigned to the account.Data type: Array Maximum: 4,000 Table: User \[sys\_user\]
approval	String that describes the type of approval required.Possible values: - approved - cancelled - duplicate - not\_required - not requested - rejected - requested Data type: String Maximum characters: 40 Default: not requested
assigned\_to	Sys\_id of the person assigned to the case. Table: User \[sys\_user\] Data type: String
assignment\_group	Sys\_id of the customer service agent group assigned to the case.Data type: String Table: Group \[sys\_user\_group\]
business\_duration	Length in calendar work hours, work days, and work weeks that it took to complete the case.Data type: String
business\_impact	Impact of the issue on the associated customer.Data type: String Maximum characters: 4,000
business\_service	Sys\_id of the service record associated with the case.Data type: String Table: Service \[cmdb\_ci\_service\]
category	Case category.Possible values: - 0: Question - 1: Issue - 2: Feature Data type: Number \(Integer\) Default: 1
cause	Details about the cause of the problem.Data type: String Maximum length: 4,000
caused\_by	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
change	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
child\_case\_creation\_progress	Flag that indicates whether the case is a child case that was created from a major case.Possible values: - true: Child case created from a major case - false: Not a child case Data type: Boolean
close\_notes	Notes made when the case was closed.Data type: String Maximum length: 4,000
closed\_at	Date and time that the case was closed.Data type: String
closed\_by	Sys\_id of the user that closed the case.Data type: String Table: User \[sys\_user\]
cmdb\_ci	Sys\_id of the configuration item associated with the case.Data type: String Table: Configuration Item \[cmdb\_ci\]
comments	Additional comments about the case.Data type: String Maximum length: 4,000
company	Sys\_id of the company associated with the case.Data type: String Table: Company \[core\_company\]
consumer	Business-to-consumer cases only. Sys\_id of the person to contact with regard to this case.Data type: String Table: Consumer \[csm\_consumer\]
contact	Business-to-business based cases only. Sys\_id of the person to contact regarding this case.Data type: String Table: Contact \[customer\_contact\]
contact\_time\_zone	Time zone of the contact associated with the case.Data type: String Maximum length: 40
contact\_type	Method in which the case was initially reported.Possible values: - chat - email - phone - social - web Data type: String Maximum length: 40
contract	Sys\_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A 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 Table: Contract \[ast\_contract\]
correlation\_display	Correlation display.Data type: String Maximum length: 100
correlation\_id	Correlation identifier.Data type: String Maximum length: 100
delivery\_plan	Sys\_id of the parent execution plan for this case.Data type: String Table: Execution Plan \[sc\_cat\_item\_delivery\_plan\]
delivery\_task	Sys\_id of the execution plan task.Data type: String Table: Execution Plan Task \[sc\_cat\_item\_delivery\_task\]
description	Detailed description of the problem associated with the case. Data type: String Maximum length: 4,000
due\_date	Date that the case is due to be closed.Data type: String
entitlement	Sys\_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.Data type: String Table: Entitlement \[service\_entitlement\]
escalation	Current escalation level.Possible values: - 0: Normal - 1: Moderate - 2: High - 3: Overdue Data type: Number \(Integer\) Default: 0
expected\_start	Date and time when work is scheduled to begin on the case.Data type: String
first\_response\_time	Date and time when the first action was taken on the case.Data type: String
follow\_the\_sun	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: - true: Case should be handed-off for global follow-up - false: Case shouldn't be handed-off for global follow-up Data type: Boolean Default: false
group\_list	List of sys\_ids of the group records associated with the case.Data type: Array Table: Group \[sys\_user\_group\]
impact	Impact on customer.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
knowledge	Flag that indicates if there is a knowledge base article available for the specified issue.Possible values: - true: Knowledge base article is available for this issue - false: Knowledge base article is not available for this issue Data type: Boolean Default: false
location	Sys\_id of the record describing the company location.Data type: String Table: Location \[cmn\_location\]
made\_sla	Flag that indicates whether the case was resolved in alignment with the associated service level agreement.Possible values: - true: Case was resolved in alignment with SLA - false: Case wasn't resolved according to the SLA Data type: Boolean Default: true
major\_case\_state	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. - 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
notes\_to\_comments	Flag that indicates whether to add the resolution notes to the comments.Possible values: - true: Resolutions notes, when added, are also added to the comments - false: Resolution notes in comments aren't required Data type: Boolean
notify	Method to use to notify contact/consumer.Possible values: - 1: Do not notify - 2: Send email - 3: Telephone Data type: Number \(Integer\) Default: 1
number	Case number.Data type: String Maximum length: 40
opened\_at	Date and time that the case was opened.Data type: String
opened\_by	Sys\_id of the person that initially opened the case.Data type: String Table: User \[sys\_user\]
order	Order of the case.Data type: Number \(Integer\)
parent	Sys\_id of the parent case to which this case \(child\) is associated.Data type: String Table: Task \[task\]
partner	Sys\_id of the partner associated with the case.Data type: String Table: Account \[customer\_account\]
partner\_contact	Sys\_id of the partner contact associated with the case.Data type: String Table: Contact \[customer\_contact\]
priority	Priority of the case. Possible values: - 1: Critical - 2: High - 3: Moderate - 4: Low Data type: Number \(Integer\) Default: 4
probable\_cause	Possible cause of the issue associated with the case.Data type: String Maximum length: 4,000
problem	Sys\_id of the issue that the customer is encountering.Data type: String Table: Problem \[problem\]
product	Sys\_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset \(for example, Apple Mac Book Pro\).Data type: String Table: Product Model \[cmdb\_model\]
reassignment\_count	Number of times that the case was reassigned to a person that is responsible for moving the case forward.Data type: Number \(Integer\) Default: 0
recipient\_list	Sys\_id of the record that contains the list of recipients for communications about this case.Data type: String Table: Recipients List \[sn\_publications\_recipients\_list\]
rejection\_goto	Sys\_id of the task to execute if the case is rejected.Data type: String Table: Task \[task\]
resolution\_code	Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40
resolved\_at	Date and time that the case was resolved.Data type: String
resolved\_by	Sys\_id of the person that resolved the case.Data type: String Table: User \[sys\_user\]
short\_description	Concise description of the case. Data type: String Maximum length: 160
skills	List of the unique identifiers \(sys\_id\) of the skills needed to complete the case.Data type: String Table: Skill \[cmn\_skill\]
sla\_due	Date/time at which the case must be closed based on the associated service level agreement.Data type: String
social\_channel	Type of social media channel such as Twitter, Facebook, or Instagram.Data type: String
social\_handle	User handle on the channel.Data type: String
social\_handle\_type	Type of case to associate the social media profile.Valid values: - account - consumer - contact Data type: String
social\_handle\_url	URL of the user's social media handle.Data type: String
social\_post\_url	URL of the social message from which the case is being generated.Data type: String
state	Current state of the case.Possible values: - 1: New - 3: Closed - 6: Resolved - 10: Open - 18: Awaiting Info Data type: Number \(Integer\) Default: 1
subcategory	Case subcategory.Possible values: 0: QuestionData type: Number \(Integer\) Default: 0
support\_manager	Sys\_id of the CSM manager assigned to the case.Data type: String Table: User \[sys\_user\]
sync\_driver	Flag that indicates whether there's driver synchronization.Possible values: - true: Driver is synchronized - false: Driver isn't synchronized Data type: Boolean
sys\_domain\_path	Domain path.Data type: String Maximum length: 255 Default: /
time\_worked	Total amount of time worked on the case.Data type: String
upon\_approval	Action to take if the case is approved.Possible values: - do\_nothing - proceed Data type: String Maximum length: 40 Default: proceed
upon\_reject	Action to take if the case is rejected.Possible values: - cancel - goto Data type: String Maximum length: 40 Default: cancel
urgency	Urgency of the case.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
user\_input	Additional user input.Data type: String Maximum length: 4,000
variables	Name-value pairs of variables associated with the case.Data type: String Maximum length: 40
watch\_list	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 Resolved or Closed.Data type: Array Table: User \[sys\_user\]
wf\_activity	Sys\_id of the workflow activity record associated with the case.Data type: String Table: Workflow Activity \[wf\_activity\]
work\_end	Date and time work ended on the case.Data type: String
work\_notes\_list	List of sys\_ids of the internal users who receive notifications about this case when work notes are added.Data type: Array Table: User \[sys\_user\]
work\_start	Date and time that work started on the case.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.

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.

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 API HTTP response 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)

Element	Description
number	Associated case number.Data type: String
sys\_id	Sys\_id of the new case record created in the Case \[sn\_customerservice\_case\] table.Data type: String

cURL request

The following example 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 "https://instance.servicenow.com/api/sn_customerservice/case" \
--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: \"https://www.twitter.com/consumertwo\", \
    social_post_url: \"https://twitter.com/MuleSoft/status/829092185022750720\"}" \
--user "username":"password"

{
  "result": {
    "sys_id": "0397c743db436f0057c3fd441d96197f",
    "number": "CS0001005"
  }
}

cURL request

The following example illustrates how to create a case for an account.

curl "https://instance.servicenow.com/api/sn_customerservice/case" \
--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 request

The following example 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 "https://instance.servicenow.com/api/sn_customerservice/case" \
--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"
  }
}

Case - 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.

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

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

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

Note: Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

Supported request parameters

Name	Description
api\_version	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. Data type: String
id	Sys\_id of the case to update.Table: Case \[sn\_customerservice\_case\]

Name

Description

sysparm\_display\_value

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.

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).

sysparm\_fields

Comma-separated list of fields to return in the response. Invalid fields are ignored.Data type: String Default: Return all fields.

sysparm\_get\_case\_details

Flag that indicates whether to return the updated case record.Valid values: - true: Return updated case record. - false: Do not return the updated case record. Data type: Boolean Default: false

Element	Description
account	Sys_id of the account associated with the case.Data type: String Default: If contact specified, defaults to account specified in contact record. Table: Account [customer_account]
active	Flag that indicates whether the case is open and active.Possible values: - true: Case is active - false: Case is closed Data type: Boolean Default: true
active\_account\_escalation	Sys\_id of the active account escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
active\_escalation	Sys\_id of the active escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
activity\_due	Date for which the associated case is expected to be completed.Data type: String
additional\_assignee\_list	List of the sys\_ids of the additional persons \(other than the primary assignee\) that have been assigned to the account.Data type: Array Maximum: 4,000 Table: User \[sys\_user\]
approval	String that describes the type of approval required.Possible values: - approved - cancelled - duplicate - not\_required - not requested - rejected - requested Data type: String Maximum characters: 40 Default: not requested
assigned\_to	Sys\_id of the person assigned to the case. Table: User \[sys\_user\] Data type: String
assignment\_group	Sys\_id of the customer service agent group assigned to the case.Data type: String Table: Group \[sys\_user\_group\]
business\_duration	Length in calendar work hours, work days, and work weeks that it took to complete the case.Data type: String
business\_impact	Impact of the issue on the associated customer.Data type: String Maximum characters: 4,000
business\_service	Sys\_id of the service record associated with the case.Data type: String Table: Service \[cmdb\_ci\_service\]
category	Case category.Possible values: - 0: Question - 1: Issue - 2: Feature Data type: Number \(Integer\) Default: 1
cause	Details about the cause of the problem.Data type: String Maximum length: 4,000
caused\_by	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
change	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
child\_case\_creation\_progress	Flag that indicates whether the case is a child case that was created from a major case.Possible values: - true: Child case created from a major case - false: Not a child case Data type: Boolean
close\_notes	Notes made when the case was closed.Data type: String Maximum length: 4,000
closed\_at	Date and time that the case was closed.Data type: String
closed\_by	Sys\_id of the user that closed the case.Data type: String Table: User \[sys\_user\]
cmdb\_ci	Sys\_id of the configuration item associated with the case.Data type: String Table: Configuration Item \[cmdb\_ci\]
comments	Additional comments about the case.Data type: String Maximum length: 4,000
company	Sys\_id of the company associated with the case.Data type: String Table: Company \[core\_company\]
consumer	Business-to-consumer cases only. Sys\_id of the person to contact with regard to this case.Data type: String Table: Consumer \[csm\_consumer\]
contact	Business-to-business based cases only. Sys\_id of the person to contact regarding this case.Data type: String Table: Contact \[customer\_contact\]
contact\_time\_zone	Time zone of the contact associated with the case.Data type: String Maximum length: 40
contact\_type	Method in which the case was initially reported.Possible values: - chat - email - phone - social - web Data type: String Maximum length: 40
contract	Sys\_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A 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 Table: Contract \[ast\_contract\]
correlation\_display	Correlation display.Data type: String Maximum length: 100
correlation\_id	Correlation identifier.Data type: String Maximum length: 100
delivery\_plan	Sys\_id of the parent execution plan for this case.Data type: String Table: Execution Plan \[sc\_cat\_item\_delivery\_plan\]
delivery\_task	Sys\_id of the execution plan task.Data type: String Table: Execution Plan Task \[sc\_cat\_item\_delivery\_task\]
description	Detailed description of the problem associated with the case. Data type: String Maximum length: 4,000
due\_date	Date that the case is due to be closed.Data type: String
entitlement	Sys\_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.Data type: String Table: Entitlement \[service\_entitlement\]
escalation	Current escalation level.Possible values: - 0: Normal - 1: Moderate - 2: High - 3: Overdue Data type: Number \(Integer\) Default: 0
expected\_start	Date and time when work is scheduled to begin on the case.Data type: String
first\_response\_time	Date and time when the first action was taken on the case.Data type: String
follow\_the\_sun	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: - true: Case should be handed-off for global follow-up - false: Case shouldn't be handed-off for global follow-up Data type: Boolean Default: false
group\_list	List of sys\_ids of the group records associated with the case.Data type: Array Table: Group \[sys\_user\_group\]
impact	Impact on customer.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
knowledge	Flag that indicates if there is a knowledge base article available for the specified issue.Possible values: - true: Knowledge base article is available for this issue - false: Knowledge base article is not available for this issue Data type: Boolean Default: false
location	Sys\_id of the record describing the company location.Data type: String Table: Location \[cmn\_location\]
made\_sla	Flag that indicates whether the case was resolved in alignment with the associated service level agreement.Possible values: - true: Case was resolved in alignment with SLA - false: Case wasn't resolved according to the SLA Data type: Boolean Default: true
major\_case\_state	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. - 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
notes\_to\_comments	Flag that indicates whether to add the resolution notes to the comments.Possible values: - true: Resolutions notes, when added, are also added to the comments - false: Resolution notes in comments aren't required Data type: Boolean
notify	Method to use to notify contact/consumer.Possible values: - 1: Do not notify - 2: Send email - 3: Telephone Data type: Number \(Integer\) Default: 1
number	Case number.Data type: String Maximum length: 40
opened\_at	Date and time that the case was opened.Data type: String
opened\_by	Sys\_id of the person that initially opened the case.Data type: String Table: User \[sys\_user\]
order	Order of the case.Data type: Number \(Integer\)
parent	Sys\_id of the parent case to which this case \(child\) is associated.Data type: String Table: Task \[task\]
partner	Sys\_id of the partner associated with the case.Data type: String Table: Account \[customer\_account\]
partner\_contact	Sys\_id of the partner contact associated with the case.Data type: String Table: Contact \[customer\_contact\]
priority	Priority of the case. Possible values: - 1: Critical - 2: High - 3: Moderate - 4: Low Data type: Number \(Integer\) Default: 4
probable\_cause	Possible cause of the issue associated with the case.Data type: String Maximum length: 4,000
problem	Sys\_id of the issue that the customer is encountering.Data type: String Table: Problem \[problem\]
product	Sys\_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset \(for example, Apple Mac Book Pro\).Data type: String Table: Product Model \[cmdb\_model\]
reassignment\_count	Number of times that the case was reassigned to a person that is responsible for moving the case forward.Data type: Number \(Integer\) Default: 0
recipient\_list	Sys\_id of the record that contains the list of recipients for communications about this case.Data type: String Table: Recipients List \[sn\_publications\_recipients\_list\]
rejection\_goto	Sys\_id of the task to execute if the case is rejected.Data type: String Table: Task \[task\]
resolution\_code	Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40
resolved\_at	Date and time that the case was resolved.Data type: String
resolved\_by	Sys\_id of the person that resolved the case.Data type: String Table: User \[sys\_user\]
short\_description	Concise description of the case. Data type: String Maximum length: 160
skills	List of the unique identifiers \(sys\_id\) of the skills needed to complete the case.Data type: String Table: Skill \[cmn\_skill\]
sla\_due	Date/time at which the case must be closed based on the associated service level agreement.Data type: String
social\_channel	Type of social media channel such as Twitter, Facebook, or Instagram.Data type: String
social\_handle	User handle on the channel.Data type: String
social\_handle\_type	Type of case to associate the social media profile.Valid values: - account - contact - consumer Data type: String
social\_handle\_url	URL of the user's social media handle.Data type: String
social\_post\_url	URL of the social message from which the case is being generated.Data type: String
state	Current state of the case.Possible values: - 1: New - 3: Closed - 6: Resolved - 10: Open - 18: Awaiting Info Data type: Number \(Integer\) Default: 1
subcategory	Case subcategory.Possible values: 0: QuestionData type: Number \(Integer\) Default: 0
support\_manager	Sys\_id of the CSM manager assigned to the case.Data type: String Table: User \[sys\_user\]
sync\_driver	Flag that indicates whether there's driver synchronization.Possible values: - true: Driver is synchronized - false: Driver isn't synchronized Data type: Boolean
sys\_domain\_path	Domain path.Data type: String Maximum length: 255 Default: /
time\_worked	Total amount of time worked on the case.Data type: String
upon\_approval	Action to take if the case is approved.Possible values: - do\_nothing - proceed Data type: String Maximum length: 40 Default: proceed
upon\_reject	Action to take if the case is rejected.Possible values: - cancel - goto Data type: String Maximum length: 40 Default: cancel
urgency	Urgency of the case.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
user\_input	Additional user input.Data type: String Maximum length: 4,000
variables	Name-value pairs of variables associated with the case.Data type: String Maximum length: 40
watch\_list	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 Resolved or Closed.Data type: Array Table: User \[sys\_user\]
wf\_activity	Sys\_id of the workflow activity record associated with the case.Data type: String Table: Workflow Activity \[wf\_activity\]
work\_end	Date and time work ended on the case.Data type: String
work\_notes\_list	List of sys\_ids of the internal users who receive notifications about this case when work notes are added.Data type: Array Table: User \[sys\_user\]
work\_start	Date and time that work started on the case.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.

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.

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 API HTTP response 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)

Element	Description
account	Sys\_id of the account record associated with the case. Data type: String Table: Account \[customer\_account\]
account	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", "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 }
account.account\_code	Unique combination of values that an application uses to identify budget forecasts and budget plans.Data type: String Maximum length: 255
account.account\_parent	Sys\_id of the parent account of this account. Located in the Account \[customer\_account\] table.Data type: String
account.account\_path	Path from the parent to the child accounts in the account hierarchy.Data type: String Maximum length: 255
account.active\_escalation	Sys\_id of the active escalation associated with the account.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
account.apple\_icon	Icon for iPhone home page bookmarks.Data type: Image
account.banner\_image	Banner image that appears on the customer portal.Data type: Image
account.banner\_image\_light	Small banner image.Data type: Image
account.banner\_text	Banner text that appears on the customer portal.Data type: String Maximum length: 4,000
account.city	City in which the company that is associated with this account resides.Data type: String Maximum length: 50
account.contact	Sys\_id of a contact record associated with this account.Data type: String Table: User \[sys\_user\]
account.country	Country in which the company that is associated with this account resides.Data type: String Maximum length: 40 Default: USA
account.customer	Flag that indicates whether the account is a customer account, as opposed to a partner account.Possible values: - true: Customer account - false: Partner account Data type: Boolean Default: false
account.discount	Discount given to the account on purchases.Data type: Number Maximum length: 15
account.fax\_phone	Primary fax phone number for the company associated with this account.Data type: String Maximum length: 40
account.fiscal\_year	Fiscal year for the company associated with the account.Data type: String
account.lat\_long\_error	Difference in the actual location as compared to latitude and longitude information.Data type: String Maximum length: 1,000
account.latitude	Latitude of the company associated with this account.Data type: Number \(floating point number\) Maximum length: 40
account.longitude	Longitude of the company associated with this account.Data type: Number \(floating point number\) Maximum length: 40
account.manufacturer	Flag that indicates whether the company associated with this account manufactures goods.Possible values: - true: Manufactures goods - false: Does not manufacture goods Data type: Boolean Default: false
account.market\_cap	Market value of the associated company's publicly traded stock shares.Data type: Number \(currency\) Maximum length: 20
account.name	Name of the company associated with this account.Data type: String Maximum length: 80
account.notes	Additional information about the company.Data type: String Maximum length: 4,000
account.num\_employees	Number of people employed by the company.Data type: Number \(Integer\) Maximum length: 40
account.number	Number that identifies this account.Data type: String Maximum length: 40
account.parent	Sys\_id of the parent account of this account.Data type: String Table: Company \[core\_company\]
account.partner	Flag that indicates whether the account is a partner account or a customer account.Possible values: - true: Partner account - false: Customer account Data type: Boolean Default: false
account.phone	Primary phone number for the company.Data type: String
account.primary	Flag that indicates whether this is a primary account.Possible values: - true: Primary account - false: Secondary account Data type: Boolean Default: false
account.primary\_contact	Sys\_id of the primary contact for the account.Data type: String Table: Contact \[customer\_contact\]
account.profits	Profit information entered for this account.Data type: Number \(Currency\) Maximum length: 40
account.publicly\_traded	Flag that indicates whether the company associated with this account is publicly traded on the stock exchange.Possible values: - true: Publicly traded - false: Private company Data type: Boolean
account.rank\_tier	Type of account.Possible values: - blacklist - other - strategic - tactical - valued Data type: String Maximum length: 40
account.registration\_code	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.Data type: String Maximum length: 40
account.revenue\_per\_year	Revenue produced by the company associated with this account.Data type: Number \(Currency\) Maximum length: 20
account.state	State in which the company resides.Data type: String Maximum length: 40
account.stock\_price	Price of the company stock.Data type: String Maximum length: 40
account.stock\_symbol	Stock symbol of the company.Data type: String Maximum length: 40
account.street	Street address of the company.Data type: String Maximum length: 255
account.sys\_class\_name	Table that contains the associated account record.Data type: String
account.sys\_created\_by	User that originally created the account.Data type: String Maximum length: 40
account.sys\_created\_on	Date and time that the account was originally created.Data type: String
account.sys\_id	Sys\_id for the account record.Data type: String
account.sys\_mod\_count	Number of times the account information has been updated.Data type: Number \(Integer\)
account.sys\_updated\_by	User that last modified the account information.Data type: String Maximum length: 40
account.sys\_updated\_on	Date and time the account information was last updated.Data type: String
account.theme	Sys\_id of the customer portal theme used by this account.Data type: String Table: Theme \[sys\_ui\_theme\]
account.vendor	Flag that indicates whether the company associated with this account is a vendor.Possible values: - true: Vendor - false: Not a vendor Data type: Boolean Default: false
account.vendor\_manager	List of sys\_ids of the vendor managers for the account.Data type: String Table: User \[sys\_user\]
account.vendor\_type	List of sys\_ids of the type of vendor such as, applications, hardware, services, or software.Data type: String Table: Vendor Type \[vendor\_type\]
account.website	URL of the website for the company.Data type: String Maximum length: 1,024
account.zip	Zip code of the company.Data type: String Maximum length: 40
active	Flag that indicates whether the case is open and active.Possible values: - true: Case is active - false: Case is closed Data type: Boolean Default: true
active\_account\_escalation	Sys\_id of the active account escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
active\_escalation	Sys\_id of the active escalation record associated with the case.Data type: String Table: Escalation \[sn\_customerservice\_escalation\]
activity\_due	Date for which the associated case is expected to be completed.Data type: String
additional\_assignee\_list	List of the sys\_ids of the additional persons \(other than the primary assignee\) that have been assigned to the account.Data type: Array Maximum: 4,000 Table: User \[sys\_user\]
approval	String that describes the type of approval required.Possible values: - approved - cancelled - duplicate - not\_required - not requested - rejected - requested Data type: String Maximum characters: 40 Default: not requested
approval\_history	List of all approvals associated with the case.Data type: String Maximum characters: 4,000
approval\_set	Date and time that the associated action was approved.Data type: String
asset	Sys\_id of the asset record associated with the case.Data type: String Table: Asset \[alm\_asset\]
assigned\_to	Sys\_id of the person assigned to the case. Table: User \[sys\_user\] Data type: String
assignment\_group	Sys\_id of the customer service agent group assigned to the case.Data type: String Table: Group \[sys\_user\_group\]
business\_duration	Length in calendar work hours, work days, and work weeks that it took to complete the case.Data type: String
business\_impact	Impact of the issue on the associated customer.Data type: String Maximum characters: 4,000
business\_service	Sys\_id of the service record associated with the case.Data type: String Table: Service \[cmdb\_ci\_service\]
case	Case short description and case number.Data type: String Maximum length: 300
case\_report	Sys\_id of the associated case report.Data type: String Table: Case Report \[sn\_customerservice\_case\_report\]
category	Case category.Possible values: - 0: Question - 1: Issue - 2: Feature Data type: Number \(Integer\) Default: 1
cause	Details about the cause of the problem.Data type: String Maximum length: 4,000
caused\_by	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
change	Sys\_id of the change request that caused the case to be created.Data type: String Table: Change Request \[change\_request\]
child\_case\_creation\_progress	Flag that indicates whether the case is a child case that was created from a major case.Possible values: - true: Child case created from a major case - false: Not a child case Data type: Boolean
closed\_at	Date and time that the case was closed.Data type: String
closed\_by	Sys\_id of the user that closed the case.Data type: String Table: User \[sys\_user\]
close\_notes	Notes made when the case was closed.Data type: String Maximum length: 4,000
cmdb\_ci	Sys\_id of the configuration item associated with the case.Data type: String Table: Configuration Item \[cmdb\_ci\]
comments	Additional comments about the case.Data type: String Maximum length: 4,000
comments\_and\_work\_notes	Comments and work notes entered for the case.Data type: String Maximum length: 4,000
company	Sys\_id of the company associated with the case.Data type: String Table: Company \[core\_company\]
consumer	Business-to-consumer cases only. Sys\_id of the person to contact with regard to this case.Data type: String Table: Consumer \[csm\_consumer\]
consumer	Array of parameters for business-to-consumer cases.
consumer.active	Flag that indicates whether the consumer is active.Possible values: - true: Consumer active - false: Consumer de-activated Data type: Boolean Default: true
consumer.business\_phone	Business phone number of the consumer.Data type: String Maximum length: 40
consumer.city	City in which the consumer resides.Data type: String Maximum length: 100
consumer.country	Country in which the consumer resides.Data type: String Maximum length: 40
consumer.date\_format	Format in which to display dates.Valid values: - dd-mm-yyyy - dd/mm/yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
consumer.email	Email address of the consumer.Data type: String Maximum length: 100
consumer.fax	Fax number of the consumer.Data type: String Maximum length: 40
consumer.first\_name	Consumer first name.Data type: String Maximum length: 50
consumer.gender	Gender of the consumer.Data type: String Maximum length: 40
consumer.home\_phone	Home phone number of the consumer.Data type: String Maximum length: 40
consumer.household	Sys\_id of the record that describes the household characteristics.Data type: String Table: Household \[csm\_household\]
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	Consumer mobile phone number.Data type: String Maximum length: 40
consumer.name	Consumer full name; first\_name+middle\_name+last\_name.Data type: String Maximum length: 152
consumer.notes	Notes on consumer.Data type: String Maximum length: 4,000
consumer.notification	Indicates whether the consumer should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Maximum length: 40 Default: 2
consumer.number	Unique number associated with the consumer.Data type: String Maximum length: 40
consumer.photo	Photo of the consumer.Data type: Image
consumer.preferred\_language	Consumer primary language.Data type: String Maximum length: 3
consumer.prefix	Consumer name prefix such as, Dr., Mr., Mrs., or Ms.Data type: String Maximum length: 40
consumer.primary	Flag that indicates whether this is the primary consumer.Possible values: - true: Primary consumer - false: Not primary consumer Data type: Boolean Default: false
consumer.state	State in which the consumer resides.Data type: String Maximum length: 100
consumer.street	Consumer street address.Data type: String Maximum length: 255
consumer.suffix	Consumer name suffix such as Jr., Sr., or II.Data type: String
consumer.sys\_created\_by	User that created the consumer record.Data type: String Maximum length: 40
consumer.sys\_created\_on	Date and time the consumer record was originally created.Data type: String
consumer.sys\_domain	ServiceNow domain in which the consumer information resides.Data type: String
consumer.sys\_id	Unique identifier for the consumer.Data type: String
consumer.sys\_mod\_count	Number of times that the associated consumer information has been modified.Data type: Number \(Integer\)
consumer.sys\_updated\_by	User that last updated the consumer information.Data type: String Maximum length: 40
consumer.sys\_updated\_on	Date and time when the consumer information was last updated.Data type: String
consumer.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: blank \(system time format\)
consumer.time\_zone	Consumer time zone, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
consumer.title	Consumer business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
consumer.user	Sys\_id of the consumer user. Data type: String Table: Consumer User \[csm\_consumer\_user\]
consumer.zip	Consumer zip code. Data type: String Maximum length: 40
contact	Business-to-business based cases only. Sys\_id of the person to contact regarding this case.Data type: String Table: Contact \[customer\_contact\]
contact	Array of contact parameters for business-to-business cases.
contact.account	Sys\_id of the account record to which the contact is associated.Data type: String Table: Account \[customer\_account\]
contact.active	Flag that indicates whether the contact is active within the system.Possible values: - true: Contact is active - false: Contact is inactive Data type: Boolean Default: true
contact.agent\_status	Status of the agent.Possible values: - Off work - On break - On route - On site Data type: String Maximum length: 40
contact.building	Sys\_id of the record that describes the building in which the contact resides.Data type: String Table: Building \[cmn\_building\]
contact.calendar\_integration	Calendar application that the contact uses.1: Outlook Data type: Number \(Integer\) Default: 1
contact.city	City in which the contact resides.Data type: String Maximum length: 40
contact.company	Sys\_id of the company record to which the contact is associated.Data type: String Table: Company \[core\_company\]
contact.cost\_center	Sys\_id of the cost center associated with the contact.Data type: String Table: Cost Center \[cmn\_cost\_center\]
contact.country	Country code of the country in which the contact resides.Data type: String Maximum length: 3
contact.date\_format	Format in which to display dates to contacts.Valid values: - dd/mm/yyyy - dd-mm-yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
contact.default\_perspective	Sys\_id of the default perspective for the contact.Data type: String Table: Menu List \[sys\_perspective\]
contact.department	Sys\_id of the department associated with the contact.Data type: String Table: Department \[cmn\_department\]
contact.edu\_status	Education status of the associated contact.Data type: String Maximum length: 40 Default: faculty
contact.email	Contact email address.Data type: String
contact.employee\_number	Contact employee number.Data type: String
contact.enable\_multifactor\_authn	Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal.Possible values: - true: Multifactor authorization enabled - false: Multifactor authorization disabled Data type: Boolean Default: false
contact.failed\_attempts	Number of failed log in attempts.Data type: Number \(Integer\)
contact.first\_name	Contact first name.Data type: String Maximum length: 50
contact.gender	Contact gender.Data type: String Maximum length: 40
contact.geolocation\_tracked	Flag that indicates whether the contact location is obtained through geotracking.Possible values: - true: Contact location obtained through geotracking - false: Contact location not obtained through geotracking Data type: Boolean Default value: false
contact.home\_phone	Contact home phone number.Data type: String Maximum length: 40
contact.internal\_integration\_user	Flag that indicates whether the contact is an internal integration user.Possible values: - true: Internal integration user - false: Other type of user Data type: Boolean Default: false
contact.introduction	IntroductionData type: String Maximum length: 40
contact.last\_login	Date on which the contact last logged into the system.Data type: String \(Date\)
contact.last\_login\_device	Device the consumer used the last time they logged in to the system.Data type: String Maximum length: 40
contact.last\_login\_time	Date and time the contact logged in to the system.Data type: String \(Date/time\)
contact.last\_name	Contact last name.Data type: String Maximum length: 50
contact.last\_position\_update	Date and time the last position was updated.Data type: String \(Date/time\)
contact.latitude	Latitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
contact.ldap\_server	Sys\_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server \[ldap\_server\_config\]
contact.location	Sys\_id of the record that describes the location of the contactData type: String Table: Location \[cmn\_location\]
contact.locked\_out	Flag that indicates if the contact is locked-out.Possible values: - true: Contact locked-out - false: Contact not locked-out Data type: Boolean Default: false
contact.longitude	Longitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
contact.manager	Sys\_id of the record that describes the direct supervisor of the contact.Data type: String Table: User \[sys\_user\]
contact.middle\_name	Contact middle name.Data type: Number \(Floating point\) Maximum length: 50
contact.mobile\_phone	Contact mobile phone number.Data type: String Maximum length: 40
contact.name	Contact full name.Data type: String Maximum length: 151
contact.notification	Indicates whether the contact should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Default: 2
contact.on\_schedule	Indicates the timeliness of dispatched service personnel.Valid values: - Ahead: Ahead of schedule. - behind\_less30: Behind schedule, but less than 30 minutes. - 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.phone	Contact business phone number.Data type: String Maximum length: 40
contact.photo	Photo image of the contact. Data type: String
contact.preferred\_language	Country code of the contact primary language.Data type: String Maximum length: 3
contact.roles	List of user roles associated with the contact.Data type: String Maximum length: 40
contact.schedule	Sys\_id of the record that describes the work schedule for the associated contact.Data type: String Table: Schedule \[cmn\_schedule\]
contact.source	Source of the contact.Data type: String Maximum length: 255
contact.state	State in which the contact resides.Data type: String Maximum length: 40
contact.street	Contact street address.Data type: String Maximum length: 255
contact.sys\_class\_name	Table that contains the contact record. Data type: String Maximum length: 80
contact.sys\_created\_by	User that originally created the associated contact record.Data type: String Maximum length: 40
contact.sys\_created\_on	Data and time the associated contact was originally created.Data type: String \(Date/time\)
contact.sys\_domain	ServiceNow instance domain of the associated contact record.Data type: String
contact.sys\_domain\_path	Contact record domain path.Data type: String Maximum length: 255 Default: / \(global\)
contact.sys\_id	Unique identifier for the associated contact record.Data type: String
contact.sys\_mod\_count	Number of times that the associated contact record has been modified.Data type: Number \(Integer\)
contact.sys\_tags	System tags for the content.Data type: String
contact.sys\_updated\_by	User that last updated the associated contact information.Data type: String Maximum length: 40
contact.sys\_updated\_on	Data and time the associated contact information was updated.Data type: String \(Date/time\)
contact.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: Blank \(system time format\)
contact.time\_sheet\_policy	Sys\_id of the record that contains the time sheet policy for the associated contact.Data type: String Table: Time Sheet Policy \[time\_sheet\_policy\]
contact.time\_zone	Time zone in which the contact resides, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
contact.title	Contact business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
contact.user\_name	Contact user ID.Data type: String Maximum length: 40
contact.vip	Flag that indicates whether the associated contact has VIP status.Possible values: - true: VIP - false: Not VIP Data type: Boolean Default: false
contact.web\_service\_access\_only	Flag that indicates whether the contact can only access services through the web.Possible values: - true: Web access only - false: Access through all available methods Data type: Boolean Default: false
contact.zip	Contact zip code.Data type: String Maximum length: 40
contact\_local\_time	Contact local time.Data type: String Maximum length: 70
contact\_time\_zone	Time zone of the contact associated with the case.Data type: String Maximum length: 40
contact\_type	Method in which the case was initially reported.Possible values: - chat - email - phone - social - web Data type: String Maximum length: 40
contract	Sys\_id of the contract associated with the case. This contract contains information about the type of support that is provided to the company associated to the case. A 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 Table: Contract \[ast\_contract\]
correlation\_display	Correlation display.Data type: String Maximum length: 100
correlation\_id	Correlation identifier.Data type: String Maximum length: 100
delivery\_plan	Sys\_id of the parent execution plan for this case.Data type: String Table: Execution Plan \[sc\_cat\_item\_delivery\_plan\]
delivery\_task	Sys\_id of the execution plan task.Data type: String Table: Execution Plan Task \[sc\_cat\_item\_delivery\_task\]
description	Detailed description of the problem associated with the case. Data type: String Maximum length: 4,000
due\_date	Date that the case is due to be closed.Data type: String
entitlement	Sys\_id of the entitlement record associated with the case. Entitlements define the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.Data type: String Table: Entitlement \[service\_entitlement\]
escalation	Current escalation level.Possible values: - 0: Normal - 1: Moderate - 2: High - 3: Overdue Data type: Number \(Integer\) Default: 0
expected\_start	Date and time when work is scheduled to begin on the case.Data type: String
first\_response\_time	Date and time when the first action was taken on the case.Data type: String
follow\_the\_sun	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: - true: Case should be handed-off for global follow-up - false: Case shouldn't be handed-off for global follow-up Data type: Boolean Default: false
follow\_up	Date and time of the next follow-up action.Data type: String
group\_list	List of sys\_ids of the group records associated with the case.Data type: Array Table: Group \[sys\_user\_group\]
impact	Impact on customer.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
knowledge	Flag that indicates if there is a knowledge base article available for the specified issue.Possible values: - true: Knowledge base article is available for this issue - false: Knowledge base article is not available for this issue Data type: Boolean Default: false
location	Sys\_id of the record describing the company location.Data type: String Table: Location \[cmn\_location\]
made\_sla	Flag that indicates whether the case was resolved in alignment with the associated service level agreement.Possible values: - true: Case was resolved in alignment with SLA - false: Case wasn't resolved according to the SLA Data type: Boolean Default: true
major\_case\_state	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. - 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
needs\_attention	Flag that indicates whether the case needs attention.Possible values: - true: Case needs additional attention - false: Case doesn't need additional attention Data type: Boolean Default: false
notes\_to\_comments	Flag that indicates whether to add the resolution notes to the comments.Possible values: - true: Resolutions notes, when added, are also added to the comments - false: Resolution notes in comments aren't required Data type: Boolean
notify	Method to use to notify contact/consumer.Possible values: - 1: Do not notify - 2: Send email - 3: Telephone Data type: Number \(Integer\) Default: 1
number	Case number.Data type: String Maximum length: 40
opened\_at	Date and time that the case was opened.Data type: String
opened\_by	Sys\_id of the person that initially opened the case.Data type: String Table: User \[sys\_user\]
order	Order of the case.Data type: Number \(Integer\)
parent	Sys\_id of the parent case to which this case \(child\) is associated.Data type: String Table: Task \[task\]
partner	Sys\_id of the partner associated with the case.Data type: String Table: Account \[customer\_account\]
partner\_contact	Sys\_id of the partner contact associated with the case.Data type: String Table: Contact \[customer\_contact\]
priority	Priority of the case. Possible values: - 1: Critical - 2: High - 3: Moderate - 4: Low Data type: Number \(Integer\) Default: 4
probable\_cause	Possible cause of the issue associated with the case.Data type: String Maximum length: 4,000
problem	Sys\_id of the issue that the customer is encountering.Data type: String Table: Problem \[problem\]
product	Sys\_id of the product model of the asset associated to the case. A model is a specific version or configuration of an asset \(for example, Apple Mac Book Pro\).Data type: String Table: Product Model \[cmdb\_model\]
reassignment\_count	Number of times that the case was reassigned to a person that is responsible for moving the case forward.Data type: Number \(Integer\) Default: 0
recipient\_list	Sys\_id of the record that contains the list of recipients for communications about this case.Data type: String Table: Recipients List \[sn\_publications\_recipients\_list\]
rejection\_goto	Sys\_id of the task to execute if the case is rejected.Data type: String Table: Task \[task\]
resolution\_code	Resolution state for the case, such as "Solved - Fixed by Support/Guidance provided". Data type: String Maximum length: 40
resolved\_at	Date and time that the case was resolved.Data type: String
resolved\_by	Sys\_id of the person that resolved the case.Data type: String Table: User \[sys\_user\]
result	List of values for the requested field.Data type: Array of Objects `"result": [ { "label": "String", "value": "String" } ]`
result.label	Display value for the field value.Data type: String
result.value	Field value.Data type: String
short\_description	Concise description of the case. Data type: String Maximum length: 160
skills	List of the unique identifiers \(sys\_id\) of the skills needed to complete the case.Data type: String Table: Skill \[cmn\_skill\]
sla\_due	Date/time at which the case must be closed based on the associated service level agreement.Data type: String
sn\_app\_cs\_social\_social\_profile	Details for a specific social media profile, such as Facebook, Twitter, or YouTube.Data type: Array of Objects `"sn_app_cs_social_social_profile": [ { "account": "String", "channel": [Array], "contact": {Object}, "consumer": {Object}, "created_on": "String", "profile": "String", "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" } ]`
sn\_app\_cs\_social\_social\_profile.account	Unique identifier of the record containing account information for the social media profile. Located in the Account \[customer\_account\] table.Data type: String
sn\_app\_cs\_social\_social\_profile.channel	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", "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" }`
sn\_app\_cs\_social\_social\_profile.channel.name	Name of the social media channel.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.channel.sys\_class\_name	Table that contains the social media channel record.Data type: String Maximum length: 80
sn\_app\_cs\_social\_social\_profile.channel.sys\_created\_by	Person that created the social media channel.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_created\_on	Date and time the social media profile was created.Data type: Date/time Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_id	Unique identifier of the associated social media profile channel.Data type: String
sn\_app\_cs\_social\_social\_profile.channel.sys\_mod\_count	Number of times that information was modified for the associated social media profile channel.Data type: Integer
sn\_app\_cs\_social\_social\_profile.channel.sys\_name	System name of channel.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.channel.sys\_package	Unique identifier of the record that contains information about the package associated with the profile; Package \[sys\_package\] table.Data type: Reference
sn\_app\_cs\_social\_social\_profile.channel.sys\_policy	System protection policy.Possible values: - protected - read Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_scope	Unique identifier of the record that contains information about the scope of the social profile; Application \[sys\_scope\] table.Data type: Reference
sn\_app\_cs\_social\_social\_profile.channel.sys\_tags	System tags associated with the channel.Data type: String
sn\_app\_cs\_social\_social\_profile.channel.sys\_update\_name	Name of the person that last updated the social media profile channel.Data type: String Maximum length: 250
sn\_app\_cs\_social\_social\_profile.channel.sys\_updated\_by	User that last updated the social media profile channel.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.channel.sys\_updated\_on	Date and time the social media profile channel was last updated.Data type: Date/time Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer	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, "number": "String", "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" }
sn\_app\_cs\_social\_social\_profile.consumer.active	Flag that indicates whether the consumer is active.Possible values: - true: Consumer active - false: Consumer de-activated Data type: Boolean Default: true
sn\_app\_cs\_social\_social\_profile.consumer.business\_phone	Business phone number of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.city	City in which the consumer resides.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.consumer.country	Country in which the consumer resides.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.date\_format	Format in which to display dates.Valid values: - dd-mm-yyyy - dd/mm/yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
sn\_app\_cs\_social\_social\_profile.consumer.email	Email address of the consumer.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.consumer.fax	Fax number of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.first\_name	Consumer first name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.consumer.gender	Gender of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.home\_phone	Home phone number of the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.household	Sys\_id of the record that describes the household characteristics.Data type: String Table: Household \[csm\_household\]
sn\_app\_cs\_social\_social\_profile.consumer.last\_name	Consumer last name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.consumer.middle\_name	Consumer middle name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.consumer.mobile\_phone	Consumer mobile phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.name	Consumer full name; first\_name+middle\_name+last\_name.Data type: String Maximum length: 152
sn\_app\_cs\_social\_social\_profile.consumer.notes	Notes on consumer.Data type: String Maximum length: 4,000
sn\_app\_cs\_social\_social\_profile.consumer.notification	Indicates whether the consumer should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Maximum length: 40 Default: 2
sn\_app\_cs\_social\_social\_profile.consumer.number	Unique number associated with the consumer.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.photo	Photo of the consumer.Data type: Image
sn\_app\_cs\_social\_social\_profile.consumer.preferred\_language	Consumer primary language.Data type: String Maximum length: 3
sn\_app\_cs\_social\_social\_profile.consumer.prefix	Consumer name prefix such as, Dr., Mr., Mrs., or Ms.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.primary	Flag that indicates whether this is the primary consumer.Possible values: - true: Primary consumer - false: Not primary consumer Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.consumer.state	State in which the consumer resides.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.consumer.street	Consumer street address.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.consumer.suffix	Consumer name suffix such as Jr., Sr., or II.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_created\_by	User that created the consumer record.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.sys\_created\_on	Date and time the consumer record was originally created.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_domain	ServiceNow domain in which the consumer information resides.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_id	Unique identifier for the consumer.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.sys\_mod\_count	Number of times that the associated consumer information has been modified.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.consumer.sys\_tags	Consumer system tags.
sn\_app\_cs\_social\_social\_profile.consumer.sys\_updated\_by	User that last updated the consumer information.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.sys\_updated\_on	Date and time when the consumer information was last updated.Data type: String
sn\_app\_cs\_social\_social\_profile.consumer.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: blank \(system time format\)
sn\_app\_cs\_social\_social\_profile.consumer.time\_zone	Consumer time zone, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.consumer.title	Consumer business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
sn\_app\_cs\_social\_social\_profile.consumer.user	Sys\_id of the consumer user. Data type: String Table: Consumer User \[csm\_consumer\_user\]
sn\_app\_cs\_social\_social\_profile.consumer.zip	Consumer zip code. Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact	For business-to-business cases. Unique identifier of the record containing details about the social media profile that belongs to the contact associated with the case. Located in the Contact \[customer\_contact\] table.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.account	Sys\_id of the account record to which the contact is associated.Data type: String Table: Account \[customer\_account\]
sn\_app\_cs\_social\_social\_profile.contact.active	Flag that indicates whether the contact is active within the system.Possible values: - true: Contact is active - false: Contact is inactive Data type: Boolean Default: true
sn\_app\_cs\_social\_social\_profile.contact.agent\_status	Status of the agent.Possible values: - Off work - On break - On route - On site Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.building	Sys\_id of the record that describes the building in which the contact resides.Data type: String Table: Building \[cmn\_building\]
sn\_app\_cs\_social\_social\_profile.contact.calendar\_integration	Calendar application that the contact uses.1: Outlook Data type: Number \(Integer\) Default: 1
sn\_app\_cs\_social\_social\_profile.contact.city	City in which the contact resides.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.company	Sys\_id of the company record to which the contact is associated.Data type: String Table: Company \[core\_company\]
sn\_app\_cs\_social\_social\_profile.contact.cost\_center	Sys\_id of the cost center associated with the contact.Data type: String Table: Cost Center \[cmn\_cost\_center\]
sn\_app\_cs\_social\_social\_profile.contact.country	Country code of the country in which the contact resides.Data type: String Maximum length: 3
sn\_app\_cs\_social\_social\_profile.contact.date\_format	Format in which to display dates to contacts.Valid values: - dd/mm/yyyy - dd-mm-yyyy - dd.mm.yyyy - mm-dd-yyyy - yyyy-mm-dd Data type: String Maximum length: 40 Default: blank \(system date format\)
sn\_app\_cs\_social\_social\_profile.contact.default\_perspective	Sys\_id of the default perspective for the contact.Data type: String Table: Menu List \[sys\_perspective\]
sn\_app\_cs\_social\_social\_profile.contact.department	Sys\_id of the department associated with the contact.Data type: String Table: Department \[cmn\_department\]
sn\_app\_cs\_social\_social\_profile.contact.edu\_status	Education status of the associated contact.Data type: String Maximum length: 40 Default: faculty
sn\_app\_cs\_social\_social\_profile.contact.email	Contact email address.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.employee\_number	Contact employee number.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.enable\_multifactor\_authn	Flag that indicates whether multifactor authorization is required for the contact to log in to the service portal.Possible values: - true: Multifactor authorization enabled - false: Multifactor authorization disabled Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.failed\_attempts	Number of failed log in attempts.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.contact.first\_name	Contact first name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.contact.gender	Contact gender.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.geolocation\_tracked	Flag that indicates whether the contact location is obtained through geotracking.Possible values: - true: Contact location obtained through geotracking - false: Contact location not obtained through geotracking Data type: Boolean Default value: false
sn\_app\_cs\_social\_social\_profile.contact.home\_phone	Contact home phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.internal\_itegration\_user	Flag that indicates whether the contact is an internal integration user.Possible values: - true: Internal integration user - false: Other type of user Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.introduction	IntroductionData type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.last\_login	Date on which the contact last logged into the system.Data type: String \(Date\)
sn\_app\_cs\_social\_social\_profile.contact.last\_login\_device	Device the consumer used the last time they logged in to the system.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.last\_login\_time	Date and time the contact logged in to the system.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.last\_name	Contact last name.Data type: String Maximum length: 50
sn\_app\_cs\_social\_social\_profile.contact.last\_position\_update	Date and time the last position was updated.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.latitude	Latitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.ldap\_server	Sys\_id of the LDAP server used by the contact to last log in to the system. Data type: String Table: LDAP Server \[ldap\_server\_config\]
sn\_app\_cs\_social\_social\_profile.contact.location	Sys\_id of the record that describes the location of the contactData type: String Table: Location \[cmn\_location\]
sn\_app\_cs\_social\_social\_profile.contact.locked\_out	Flag that indicates if the contact is locked-out.Possible values: - true: Contact locked-out - false: Contact not locked-out Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.longitude	Longitude coordinate of the contact.Data type: Number \(Floating point\) Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.manager	Sys\_id of the record that describes the direct supervisor of the contact.Data type: String Table: User \[sys\_user\]
sn\_app\_cs\_social\_social\_profile.contact.middle\_name	Contact middle name.Data type: Number \(Floating point\) Maximum length: 50
sn\_app\_cs\_social\_social\_profile.contact.mobile\_phone	Contact mobile phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.name	Contact full name.Data type: String Maximum length: 151
sn\_app\_cs\_social\_social\_profile.contact.notification	Indicates whether the contact should receive notifications.Valid values: - 1: Disabled - 2: Enabled Data type: Number \(Integer\) Default: 2
sn\_app\_cs\_social\_social\_profile.contact.on\_schedule	Indicates the timeliness of dispatched service personnel.Valid values: - Ahead: Ahead of schedule. - behind\_less30: Behind schedule, but less than 30 minutes. - 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
sn\_app\_cs\_social\_social\_profile.contact.phone	Contact business phone number.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.photo	Photo image of the contact. Data type: String
sn\_app\_cs\_social\_social\_profile.contact.preferred\_language	Country code of the contact primary language.Data type: String Maximum length: 3
sn\_app\_cs\_social\_social\_profile.contact.roles	List of user roles associated with the contact.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.schedule	Sys\_id of the record that describes the work schedule for the associated contact.Data type: String Table: Schedule \[cmn\_schedule\]
sn\_app\_cs\_social\_social\_profile.contact.source	Source of the contact.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.contact.state	State in which the contact resides.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.street	Contact street address.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.contact.sys\_class\_name	Table that contains the contact record. Data type: String Maximum length: 80
sn\_app\_cs\_social\_social\_profile.contact.sys\_created\_by	User that originally created the associated contact record.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.sys\_created\_on	Data and time the associated contact was originally created.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.sys\_domain	ServiceNow instance domain of the associated contact record.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.sys\_domain\_path	Contact record domain path.Data type: String Maximum length: 255 Default: / \(global\)
sn\_app\_cs\_social\_social\_profile.contact.sys\_id	Unique identifier for the associated contact record.Data type: String
sn\_app\_cs\_social\_social\_profile.contact.sys\_mod\_count	Number of times that the associated contact record has been modified.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.contact.sys\_tags	Contact system tags.
sn\_app\_cs\_social\_social\_profile.contact.sys\_updated\_by	User that last updated the associated contact information.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.sys\_updated\_on	Data and time the associated contact information was updated.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.contact.time\_format	Format in which to display time.Valid values: - hh.mm.ss a: hh.mm.ss \(12 hour\) - hh:mm:ss a: hh:mm:ss \(12 hour\) - HH.mm.ss: hh.mm.ss \(24 hour\) - HH:mm:ss: hh:mm:ss \(24 hour\) Data type: String Maximum length: 40 Default: Blank \(system time format\)
sn\_app\_cs\_social\_social\_profile.contact.time\_sheet\_policy	Sys\_id of the record that contains the time sheet policy for the associated contact.Data type: String Table: Time Sheet Policy \[time\_sheet\_policy\]
sn\_app\_cs\_social\_social\_profile.contact.time\_zone	Time zone in which the contact resides, such as Canada/Central or US/Eastern.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.title	Contact business title such as Manager, Software Developer, or Contractor.Data type: String Maximum length: 60
sn\_app\_cs\_social\_social\_profile.contact.user\_name	Contact user ID.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.contact.vip	Flag that indicates whether the associated contact has VIP status.Possible values: - true: VIP - false: Not VIP Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.web\_service\_access\_only	Flag that indicates whether the contact can only access services through the web.Possible values: - true: Web access only - false: Access through all available methods Data type: Boolean Default: false
sn\_app\_cs\_social\_social\_profile.contact.zip	Contact zip code.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.created\_on	Date and time the associated social media profile was initially created.
sn\_app\_cs\_social\_social\_profile.profile	Social profile.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.profile\_url	URL to use to access the social media profile.Data type: String Maximum length: 1,024
sn\_app\_cs\_social\_social\_profile.social\_id	Unique social media account provider identifier for the associated social media account.Data type: String Maximum length: 100
sn\_app\_cs\_social\_social\_profile.source	Source of the social profile.Data type: String Maximum length: 255
sn\_app\_cs\_social\_social\_profile.sys\_created\_by	User that initially created the social media profile.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.sys\_created\_on	Date and time the social media profile was initially created.Data type: String \(Date/time\)
sn\_app\_cs\_social\_social\_profile.sys\_id	Unique identifier for the social media profile.Data type: String
sn\_app\_cs\_social\_social\_profile.sys\_mod\_count	Number of times that information was modified for the associated social media profile.Data type: Number \(Integer\)
sn\_app\_cs\_social\_social\_profile.sys\_tags	Profile system tags.
sn\_app\_cs\_social\_social\_profile.sys\_updated\_by	User that initially created the social media profile.Data type: String Maximum length: 40
sn\_app\_cs\_social\_social\_profile.sys\_updated\_on	User that initially created the social media profile.Data type: String Maximum length: 40
state	Current state of the case.Possible values: - 1: New - 3: Closed - 6: Resolved - 10: Open - 18: Awaiting Info Data type: Number \(Integer\) Default: 1
subcategory	Case subcategory.Possible values: 0: QuestionData type: Number \(Integer\) Default: 0
support\_manager	Sys\_id of the CSM manager assigned to the case.Data type: String Table: User \[sys\_user\]
sync\_driver	Flag that indicates whether there's driver synchronization.Possible values: - true: Driver is synchronized - false: Driver isn't synchronized Data type: Boolean
sys\_class\_name	Table that contains the case record.Data type: String Maximum length: 80
sys\_created\_by	Person that initially opened the case.Data type: String Maximum length: 40
sys\_created\_on	Date and time when the case was initially created.Data type: String
sys\_domain	Domain associated with the case.Data type: String Maximum length: 32 Default: global
sys\_domain\_path	Domain path.Data type: String Maximum length: 255 Default: /
sys\_id	Unique identifier for the case.Data type: String Maximum length: 32
sys\_mod\_count	Number of updates to the case since it was initially created.Data type: Number \(Integer\)
sys\_tags	System tags.
sys\_updated\_by	Person that last updated the case.Data type: String Maximum length: 40
sys\_updated\_on	Date and time when the case was last updated.Data type: String
time\_worked	Total amount of time worked on the case.Data type: String
upon\_approval	Action to take if the case is approved.Possible values: - do\_nothing - proceed Data type: String Maximum length: 40 Default: proceed
upon\_reject	Action to take if the case is rejected.Possible values: - cancel - goto Data type: String Maximum length: 40 Default: cancel
urgency	Urgency of the case.Possible values: - 1: High - 2: Medium - 3: Low Data type: Number \(Integer\) Default: 3
user\_input	Additional user input.Data type: String Maximum length: 4,000
variable\_pool	Grouping of variables.
variables	Name-value pairs of variables associated with the case.Data type: String Maximum length: 40
watch\_list	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 Resolved or Closed.Data type: Array Table: User \[sys\_user\]
wf\_activity	Sys\_id of the workflow activity record associated with the case.Data type: String Table: Workflow Activity \[wf\_activity\]
work\_end	Date and time work ended on the case.Data type: String
work\_notes	Information about how to resolve the case, or steps taken to resolve it.Data type: String Maximum length: 4,000
work\_notes\_list	List of sys\_ids of the internal users who receive notifications about this case when work notes are added.Data type: Array Table: User \[sys\_user\]
work\_start	Date and time that work started on the case.Data type: String

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 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].

cURL request

The following example illustrates how to update a consumer-based case.

curl "https://instance.servicenow.com/api/sn_cusomerservice/case/0397c743db436f0057c3fd441d96197f" \
--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"
  }
}