TroubleTicketNotificationUtilOOB - Scoped
concept australia Updated Sep 10, 2026 9 min read TroubleTicketNotifScopedAPI.md
The TroubleTicketNotificationUtilOOB script include provides methods used to define and generate the TMF-compliant payloads for trouble ticket notification events.
Override the methods in this script include to:
- Add/remove attributes to an existing trouble ticket event type.
- Define attributes for a new trouble ticket event type.
For additional information, see Configure trouble ticket notifications using the Producer Event Notification Framework.
This script include runs within the sn_ind_tsm_sdwan namespace.
Note: Starting with the November 2026 release, Trouble Ticket APIs transitions scope from sn_ind_tsm_sdwan to sn_ind_tsm_core. If you installed the application before the July 2026 release, your instance uses sn_ind_tsm_sdwan by default. If you installed the application on or after the July release, your instance uses the sn_ind_tsm_core URL by default. SDWAN are usable until the Denmark release, when it will be officially removed and sunset from the system. An automatic upgrade is planned for the December release for existing customers who have installed pre-July release versions.
The calling user must have the ticket_integrator role.
Parent Topic:Server API reference
TroubleTicketNotificationUtilOOB - addAdditionalEventAttributes(Object tmfEventPayload)
Adds custom event header attributes to the passed TMF trouble ticket event payload. The attributes added by this method are added to the event-level header for all trouble ticket events.
| Name | Type | Description |
|---|---|---|
| tmfEventPayload | Object | TMF-compliant trouble ticket event payload. For details on the format of this event payload, see the TMF621 Trouble Ticket Management API REST Specification v5.0.0 and the TMF688 Event Management API User Guide v4.0.0. |
| Type | Description |
|---|---|
| None |
The following code example shows how to call this method.
JavaScript
constructTMFEvent: function(eventId) { var troubleTicketEvent = {}; if (gs.nil(eventId)) { troubleTicketEvent.eventId = gs.generateGUID(); } else { troubleTicketEvent.eventId = eventId; } troubleTicketEvent['@type'] = Constants.EVENT_TYPE_TROUBLE_TICKET; this.addAdditionalEventAttributes(troubleTicketEvent); return troubleTicketEvent;},TroubleTicketNotificationUtilOOB - constructTMFEvent(String eventId)
Generates the TMF688-compliant header attributes in the event section of the payload. These attributes are consistent across all event payloads.
In the default implementation, this method adds the eventId and the @type header attributes.
This method calls the helper method addAdditionalEventAttributes(). In this method you can add other header attributes to the event payload. For details, see Modify a trouble ticket event payload.
| Name | Type | Description |
|---|---|---|
| eventId | String | Unique identifier of the associated event. This can be any unique value. In the default implementation, if you don't pass the event ID, the value is set to a system generated GUID. |
| Type | Description |
|---|---|
| Object | TMF payload with the event-level attributes set. For details on the format of this event payload, see theTMF688 Event Management API User Guide v4.0.0. |
The following code example shows how to call this method to construct the event header attributes when generating a trouble ticket attribute change payload.
JavaScript
generateTroubleTicketAttributeChangePayload: function(incidentGr, eventType, eventId) { var tmfEventPayload = this.constructTMFEvent(eventId); tmfEventPayload.eventType = eventType; tmfEventPayload.event = this.addAttributeChangeTroubleTicketAttributes(incidentGr);
return tmfEventPayload;},TroubleTicketNotificationUtilOOB - generateCreateTroubleTicketEventPaylaod(Object incidentGr, String eventType, String eventId)
Constructs the TMF-compliant payload for the associated create trouble ticket for incident event type.
This method is executed when the associated event type is TROUBLE_TICKET_CREATE: "TroubleTicketCreateEvent". This method calls two helper methods:
- constructTMFEvent(): Adds the event header attributes (TMF688) to the payload.
- addCreateTroubleTicketAttributes(): Override this method to add trouble ticket attributes (TMF621), both mandatory and optional, to the payload. This method is just a stub in the default implementation.
You can override these helper methods in the TroubleTicketNotificationUtil script include to configure both event header and trouble ticket attributes in the TMF-compliant payload.
|
Name |
Type |
Description |
|---|---|---|
|
incidentGr |
Object |
JSON formatted glide record that caused the trouble ticket event to be generated. Use the information in this glide record to construct the TMF621-compliant trouble ticket event payload. |
|
eventType |
String |
Unique identifier of the associated trouble ticket event type. For the default implementation of this method, this should always be
|
|
eventId |
String |
Unique identifier of the associated event. |
The following code example shows how to call this method.
JavaScript
fetchEventHandlerAndCreateTMFEvent: function(eventSnapshot, eventType, eventId) { var eventPayload; switch (eventType) { case Constants.EVENT_TYPES.TROUBLE_TICKET_STATUS_CHANGE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketStatusChangePayload(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaod(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_ATTRIBUTE_CHANGE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketAttributeChangePayload(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE_FOR_CASE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaodForCase(eventSnapshot, eventType, eventId); break;
default: this._logger.debug("Event with id " + eventId + " could not find the matching payload generator"); eventPayload = null; }return eventPayload;},TroubleTicketNotificationUtilOOB - generateCreateTroubleTicketEventPaylaodForCase(Object incidentGr, String eventType, String eventId)
Constructs the TMF-compliant payload for the associated create trouble ticket for case event type.
This method is executed when the associated event type is TROUBLE_TICKET_CREATE_FOR_CASE: "TroubleTicketCreateEventForCase". This method calls two helper methods:
- constructTMFEvent(): Adds the event attributes (TMF688) to the payload.
- addCreateTroubleTicketAttributesForCase(): Override this method to add trouble ticket attributes (TMF621), both mandatory and optional, to the payload. This method is just a stub in the default implementation.
You can override these helper methods in the TroubleTicketNotificationUtil script include to configure both event header and trouble ticket attributes in the TMF-compliant payload.
|
Name |
Type |
Description |
|---|---|---|
|
incidentGr |
Object |
JSON formatted glide record that caused the trouble ticket event to be generated. Use the information in this glide record to construct the TMF621-compliant trouble ticket event payload. |
|
eventType |
String |
Unique identifier of the associated trouble ticket event type. For the default implementation of this method, this should always be
|
|
eventId |
String |
Unique identifier of the associated event. |
The following code example shows how to call this method.
JavaScript
fetchEventHandlerAndCreateTMFEvent: function(eventSnapshot, eventType, eventId) { var eventPayload; switch (eventType) { case Constants.EVENT_TYPES.TROUBLE_TICKET_STATUS_CHANGE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketStatusChangePayload(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaod(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_ATTRIBUTE_CHANGE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketAttributeChangePayload(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE_FOR_CASE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaodForCase(eventSnapshot, eventType, eventId); break;
default: this._logger.debug("Event with id " + eventId + " could not find the matching payload generator"); eventPayload = null; }return eventPayload;},TroubleTicketNotificationUtilOOB - generateTroubleTicketAttributeChangePayload(Object incidentGr, String eventType, String eventId)
Constructs the TMF-compliant payload for the trouble ticket attribute change event for incident event type.
This method is executed when the associated event type is TROUBLE_TICKET_ATTRIBUTE_CHANGE: "TroubleTicketAttributeChangeEvent". This method calls two helper methods:
- constructTMFEvent(): Adds the event attributes (TMF688) to the payload.
- addAttributeChangeTroubleTicketAttributes(): Override this method to add trouble ticket attributes (TMF621), both mandatory and optional, to the payload. This method is just a stub in the default implementation.
You can override these helper methods in the TroubleTicketNotificationUtil script include to configure both event header and trouble ticket attributes in the TMF-compliant payload.
|
Name |
Type |
Description |
|---|---|---|
|
incidentGr |
Object |
JSON formatted glide record that caused the trouble ticket event to be generated. Use the information in this glide record to construct the TMF621-compliant trouble ticket event payload. |
|
eventType |
String |
Unique identifier of the associated trouble ticket event type. For the default implementation of this method, this should always be
|
|
eventId |
String |
Unique identifier of the associated event. |
The following code example shows how to call this method.
JavaScript
fetchEventHandlerAndCreateTMFEvent: function(eventSnapshot, eventType, eventId) { var eventPayload; switch (eventType) { case Constants.EVENT_TYPES.TROUBLE_TICKET_STATUS_CHANGE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketStatusChangePayload(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaod(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_ATTRIBUTE_CHANGE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketAttributeChangePayload(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE_FOR_CASE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaodForCase(eventSnapshot, eventType, eventId); break;
default: this._logger.debug("Event with id " + eventId + " could not find the matching payload generator"); eventPayload = null; }return eventPayload;},TroubleTicketNotificationUtilOOB - generateTroubleTicketStatusChangePayload(Object incidentGr, String eventType, String eventId)
Constructs the TMF-compliant payload for the associated trouble ticket status change event for incident event type.
This method is executed when the associated event type is TROUBLE_TICKET_STATUS_CHANGE: "TroubleTicketStatusChangeEvent". This method calls two helper methods:
- constructTMFEvent(): Adds the event attributes (TMF688) to the payload.
- addStatusChangeTroubleTicketAttributes(): Override this method to add trouble ticket attributes (TMF621), both mandatory and optional, to the payload. This method is just a stub in the default implementation.
You can override these helper methods in the TroubleTicketNotificationUtil script include to configure both event header and trouble ticket attributes in the TMF-compliant payload.
|
Name |
Type |
Description |
|---|---|---|
|
incidentGr |
Object |
JSON formatted glide record that caused the trouble ticket event to be generated. Use the information in this glide record to construct the TMF621-compliant trouble ticket event payload. |
|
eventType |
String |
Unique identifier of the associated trouble ticket event type. For the default implementation of this method, this should always be
|
|
eventId |
String |
Unique identifier of the associated event. |
The following code example shows how to call this method.
JavaScript
fetchEventHandlerAndCreateTMFEvent: function(eventSnapshot, eventType, eventId) { var eventPayload; switch (eventType) { case Constants.EVENT_TYPES.TROUBLE_TICKET_STATUS_CHANGE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketStatusChangePayload(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaod(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_ATTRIBUTE_CHANGE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketAttributeChangePayload(eventSnapshot, eventType, eventId); break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE_FOR_CASE: eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaodForCase(eventSnapshot, eventType, eventId); break;
default: this._logger.debug("Event with id " + eventId + " could not find the matching payload generator"); eventPayload = null; }return eventPayload;},474 lines · 20.4 KB
---
title: TroubleTicketNotificationUtilOOB - Scoped
description: The TroubleTicketNotificationUtilOOB script include provides methods used to define and generate the TMF-compliant payloads for trouble ticket notification events.Adds custom event header attributes to the passed TMF trouble ticket event payload. The attributes added by this method are added to the event-level header for all trouble ticket events.Generates the TMF688-compliant header attributes in the event section of the payload. These attributes are consistent across all event payloads.Constructs the TMF-compliant payload for the associated create trouble ticket for incident event type.Constructs the TMF-compliant payload for the associated create trouble ticket for case event type.Constructs the TMF-compliant payload for the trouble ticket attribute change event for incident event type.Constructs the TMF-compliant payload for the associated trouble ticket status change event for incident event type.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/api-reference/server-api-reference/TroubleTicketNotifScopedAPI.html
release: australia
product: Server API Reference
classification: server-api-reference
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 9
breadcrumb: [Server API reference, API reference, API implementation and reference]
---
# TroubleTicketNotificationUtilOOB- Scoped
The TroubleTicketNotificationUtilOOB script include provides methods used to define and generate the TMF-compliant payloads for trouble ticket notification events.
Override the methods in this script include to:
- Add/remove attributes to an existing trouble ticket event type.
- Define attributes for a new trouble ticket event type.
For additional information, see [Configure trouble ticket notifications using the Producer Event Notification Framework](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/api-reference/developer-guides/prd_evt_not-dev_gd-cfg_trbl_tkt_not.md).
This script include runs within the `sn_ind_tsm_sdwan` namespace.
**Note:** Starting with the November 2026 release, Trouble Ticket APIs transitions scope from `sn_ind_tsm_sdwan` to `sn_ind_tsm_core`. If you installed the application before the July 2026 release, your instance uses `sn_ind_tsm_sdwan` by default. If you installed the application on or after the July release, your instance uses the `sn_ind_tsm_core` URL by default. SDWAN are usable until the Denmark release, when it will be officially removed and sunset from the system. An automatic upgrade is planned for the December release for existing customers who have installed pre-July release versions.
The calling user must have the ticket\_integrator role.
**Parent Topic:**[Server API reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/api-reference/server-api-reference/api-server.md)
## TroubleTicketNotificationUtilOOB - addAdditionalEventAttributes\(Object tmfEventPayload\)
Adds custom event header attributes to the passed TMF trouble ticket event payload. The attributes added by this method are added to the event-level header for all trouble ticket events.
|Name|Type|Description|
|----|----|-----------|
|tmfEventPayload|Object|TMF-compliant trouble ticket event payload. For details on the format of this event payload, see the [TMF621 Trouble Ticket Management API REST Specification v5.0.0](https://www.tmforum.org/resources/standard/tmf621-trouble-ticket-management-api-rest-specification-v5-0-0/) and the [TMF688 Event Management API User Guide v4.0.0](https://www.tmforum.org/resources/standard/tmf688-event-management-api-user-guide-v4-0-0/).|
|Type|Description|
|----|-----------|
|None| |
The following code example shows how to call this method.
```
constructTMFEvent: function(eventId) {
var troubleTicketEvent = {};
if (gs.nil(eventId)) {
troubleTicketEvent.eventId = gs.generateGUID();
} else {
troubleTicketEvent.eventId = eventId;
}
troubleTicketEvent['@type'] = Constants.EVENT_TYPE_TROUBLE_TICKET;
this.addAdditionalEventAttributes(troubleTicketEvent);
return troubleTicketEvent;
},
```
## TroubleTicketNotificationUtilOOB - constructTMFEvent\(String eventId\)
Generates the TMF688-compliant header attributes in the event section of the payload. These attributes are consistent across all event payloads.
In the default implementation, this method adds the **eventId** and the **@type** header attributes.
This method calls the helper method [addAdditionalEventAttributes\(\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/api-reference/server-api-reference/TroubleTicketNotifScopedAPI.md). In this method you can add other header attributes to the event payload. For details, see [Modify a trouble ticket event payload](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/api-reference/developer-guides/prd_evt_not-dev_gd-mod-evt-pay.md).
|Name|Type|Description|
|----|----|-----------|
|eventId|String|Unique identifier of the associated event. This can be any unique value. In the default implementation, if you don't pass the event ID, the value is set to a system generated GUID.|
|Type|Description|
|----|-----------|
|Object|TMF payload with the event-level attributes set. For details on the format of this event payload, see the[TMF688 Event Management API User Guide v4.0.0](https://www.tmforum.org/resources/standard/tmf688-event-management-api-user-guide-v4-0-0/).|
The following code example shows how to call this method to construct the event header attributes when generating a trouble ticket attribute change payload.
```
generateTroubleTicketAttributeChangePayload: function(incidentGr, eventType, eventId) {
var tmfEventPayload = this.constructTMFEvent(eventId);
tmfEventPayload.eventType = eventType;
tmfEventPayload.event = this.addAttributeChangeTroubleTicketAttributes(incidentGr);
return tmfEventPayload;
},
```
## TroubleTicketNotificationUtilOOB - generateCreateTroubleTicketEventPaylaod\(Object incidentGr, String eventType, String eventId\)
Constructs the TMF-compliant payload for the associated create trouble ticket for incident event type.
This method is executed when the associated event type is `TROUBLE_TICKET_CREATE: "TroubleTicketCreateEvent"`. This method calls two helper methods:
- [constructTMFEvent\(\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/api-reference/server-api-reference/TroubleTicketNotifScopedAPI.md): Adds the event header attributes \(TMF688\) to the payload.
- addCreateTroubleTicketAttributes\(\): Override this method to add trouble ticket attributes \(TMF621\), both mandatory and optional, to the payload. This method is just a stub in the default implementation.
You can override these helper methods in the `TroubleTicketNotificationUtil` script include to configure both event header and trouble ticket attributes in the TMF-compliant payload.
<table id="table_i5j_xcx_c1c" class="parameters"><thead><tr><th>
Name
</th><th>
Type
</th><th>
Description
</th></tr></thead><tbody><tr><td>
incidentGr
</td><td>
Object
</td><td id="TTNUO-incidentGr-entry">
JSON formatted glide record that caused the trouble ticket event to be generated. Use the information in this glide record to construct the TMF621-compliant trouble ticket event payload.
</td></tr><tr><td>
eventType
</td><td>
String
</td><td>
Unique identifier of the associated trouble ticket event type. For the default implementation of this method, this should always be
`"TroubleTicketCreateEvent"`.For a list of all base trouble ticket event types, refer to *Constants.EVENT\_TYPES* in the `sn_api_notif_mgmt.Constants` script include file.
</td></tr><tr><td>
eventId
</td><td>
String
</td><td id="TTNUO-eventId-entry">
Unique identifier of the associated event.
</td></tr></tbody>
</table>|Type|Description|
|----|-----------|
|Object|TMF-compliant trouble ticket event payload. For details on the format of this event payload, see the [TMF621 Trouble Ticket Management API REST Specification v5.0.0](https://www.tmforum.org/resources/standard/tmf621-trouble-ticket-management-api-rest-specification-v5-0-0/) and the [TMF688 Event Management API User Guide v4.0.0](https://www.tmforum.org/resources/standard/tmf688-event-management-api-user-guide-v4-0-0/).|
The following code example shows how to call this method.
```
fetchEventHandlerAndCreateTMFEvent: function(eventSnapshot, eventType, eventId) {
var eventPayload;
switch (eventType) {
case Constants.EVENT_TYPES.TROUBLE_TICKET_STATUS_CHANGE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketStatusChangePayload(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaod(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_ATTRIBUTE_CHANGE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketAttributeChangePayload(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE_FOR_CASE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaodForCase(eventSnapshot, eventType, eventId);
break;
default:
this._logger.debug("Event with id " + eventId + " could not find the matching payload generator");
eventPayload = null;
}
return eventPayload;
},
```
## TroubleTicketNotificationUtilOOB - generateCreateTroubleTicketEventPaylaodForCase\(Object incidentGr, String eventType, String eventId\)
Constructs the TMF-compliant payload for the associated create trouble ticket for case event type.
This method is executed when the associated event type is `TROUBLE_TICKET_CREATE_FOR_CASE: "TroubleTicketCreateEventForCase"`. This method calls two helper methods:
- [constructTMFEvent\(\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/api-reference/server-api-reference/TroubleTicketNotifScopedAPI.md): Adds the event attributes \(TMF688\) to the payload.
- addCreateTroubleTicketAttributesForCase\(\): Override this method to add trouble ticket attributes \(TMF621\), both mandatory and optional, to the payload. This method is just a stub in the default implementation.
You can override these helper methods in the `TroubleTicketNotificationUtil` script include to configure both event header and trouble ticket attributes in the TMF-compliant payload.
<table id="table_i5j_xcx_c1c" class="parameters"><thead><tr><th>
Name
</th><th>
Type
</th><th>
Description
</th></tr></thead><tbody><tr><td>
incidentGr
</td><td>
Object
</td><td id="TTNUO-incidentGr-entry">
JSON formatted glide record that caused the trouble ticket event to be generated. Use the information in this glide record to construct the TMF621-compliant trouble ticket event payload.
</td></tr><tr><td>
eventType
</td><td>
String
</td><td>
Unique identifier of the associated trouble ticket event type. For the default implementation of this method, this should always be
`"TroubleTicketCreateEvent"`.For a list of all base trouble ticket event types, refer to *Constants.EVENT\_TYPES* in the `sn_api_notif_mgmt.Constants` script include file.
</td></tr><tr><td>
eventId
</td><td>
String
</td><td id="TTNUO-eventId-entry">
Unique identifier of the associated event.
</td></tr></tbody>
</table>|Type|Description|
|----|-----------|
|Object|TMF-compliant trouble ticket event payload. For details on the format of this event payload, see the [TMF621 Trouble Ticket Management API REST Specification v5.0.0](https://www.tmforum.org/resources/standard/tmf621-trouble-ticket-management-api-rest-specification-v5-0-0/) and the [TMF688 Event Management API User Guide v4.0.0](https://www.tmforum.org/resources/standard/tmf688-event-management-api-user-guide-v4-0-0/).|
The following code example shows how to call this method.
```
fetchEventHandlerAndCreateTMFEvent: function(eventSnapshot, eventType, eventId) {
var eventPayload;
switch (eventType) {
case Constants.EVENT_TYPES.TROUBLE_TICKET_STATUS_CHANGE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketStatusChangePayload(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaod(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_ATTRIBUTE_CHANGE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketAttributeChangePayload(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE_FOR_CASE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaodForCase(eventSnapshot, eventType, eventId);
break;
default:
this._logger.debug("Event with id " + eventId + " could not find the matching payload generator");
eventPayload = null;
}
return eventPayload;
},
```
## TroubleTicketNotificationUtilOOB - generateTroubleTicketAttributeChangePayload\(Object incidentGr, String eventType, String eventId\)
Constructs the TMF-compliant payload for the trouble ticket attribute change event for incident event type.
This method is executed when the associated event type is `TROUBLE_TICKET_ATTRIBUTE_CHANGE: "TroubleTicketAttributeChangeEvent"`. This method calls two helper methods:
- [constructTMFEvent\(\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/api-reference/server-api-reference/TroubleTicketNotifScopedAPI.md): Adds the event attributes \(TMF688\) to the payload.
- addAttributeChangeTroubleTicketAttributes\(\): Override this method to add trouble ticket attributes \(TMF621\), both mandatory and optional, to the payload. This method is just a stub in the default implementation.
You can override these helper methods in the `TroubleTicketNotificationUtil` script include to configure both event header and trouble ticket attributes in the TMF-compliant payload.
<table id="table_i5j_xcx_c1c" class="parameters"><thead><tr><th>
Name
</th><th>
Type
</th><th>
Description
</th></tr></thead><tbody><tr><td>
incidentGr
</td><td>
Object
</td><td id="TTNUO-incidentGr-entry">
JSON formatted glide record that caused the trouble ticket event to be generated. Use the information in this glide record to construct the TMF621-compliant trouble ticket event payload.
</td></tr><tr><td>
eventType
</td><td>
String
</td><td>
Unique identifier of the associated trouble ticket event type. For the default implementation of this method, this should always be
`"TroubleTicketCreateEvent"`.For a list of all base trouble ticket event types, refer to *Constants.EVENT\_TYPES* in the `sn_api_notif_mgmt.Constants` script include file.
</td></tr><tr><td>
eventId
</td><td>
String
</td><td id="TTNUO-eventId-entry">
Unique identifier of the associated event.
</td></tr></tbody>
</table>|Type|Description|
|----|-----------|
|Object|TMF-compliant trouble ticket event payload. For details on the format of this event payload, see the [TMF621 Trouble Ticket Management API REST Specification v5.0.0](https://www.tmforum.org/resources/standard/tmf621-trouble-ticket-management-api-rest-specification-v5-0-0/) and the [TMF688 Event Management API User Guide v4.0.0](https://www.tmforum.org/resources/standard/tmf688-event-management-api-user-guide-v4-0-0/).|
The following code example shows how to call this method.
```
fetchEventHandlerAndCreateTMFEvent: function(eventSnapshot, eventType, eventId) {
var eventPayload;
switch (eventType) {
case Constants.EVENT_TYPES.TROUBLE_TICKET_STATUS_CHANGE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketStatusChangePayload(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaod(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_ATTRIBUTE_CHANGE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketAttributeChangePayload(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE_FOR_CASE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaodForCase(eventSnapshot, eventType, eventId);
break;
default:
this._logger.debug("Event with id " + eventId + " could not find the matching payload generator");
eventPayload = null;
}
return eventPayload;
},
```
## TroubleTicketNotificationUtilOOB - generateTroubleTicketStatusChangePayload\(Object incidentGr, String eventType, String eventId\)
Constructs the TMF-compliant payload for the associated trouble ticket status change event for incident event type.
This method is executed when the associated event type is `TROUBLE_TICKET_STATUS_CHANGE: "TroubleTicketStatusChangeEvent"`. This method calls two helper methods:
- [constructTMFEvent\(\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/api-reference/server-api-reference/TroubleTicketNotifScopedAPI.md): Adds the event attributes \(TMF688\) to the payload.
- addStatusChangeTroubleTicketAttributes\(\): Override this method to add trouble ticket attributes \(TMF621\), both mandatory and optional, to the payload. This method is just a stub in the default implementation.
You can override these helper methods in the `TroubleTicketNotificationUtil` script include to configure both event header and trouble ticket attributes in the TMF-compliant payload.
<table id="table_i5j_xcx_c1c" class="parameters"><thead><tr><th>
Name
</th><th>
Type
</th><th>
Description
</th></tr></thead><tbody><tr><td>
incidentGr
</td><td>
Object
</td><td id="TTNUO-incidentGr-entry">
JSON formatted glide record that caused the trouble ticket event to be generated. Use the information in this glide record to construct the TMF621-compliant trouble ticket event payload.
</td></tr><tr><td>
eventType
</td><td>
String
</td><td>
Unique identifier of the associated trouble ticket event type. For the default implementation of this method, this should always be
`"TroubleTicketCreateEvent"`.For a list of all base trouble ticket event types, refer to *Constants.EVENT\_TYPES* in the `sn_api_notif_mgmt.Constants` script include file.
</td></tr><tr><td>
eventId
</td><td>
String
</td><td id="TTNUO-eventId-entry">
Unique identifier of the associated event.
</td></tr></tbody>
</table>|Type|Description|
|----|-----------|
|Object|TMF-compliant trouble ticket event payload. For details on the format of this event payload, see the [TMF621 Trouble Ticket Management API REST Specification v5.0.0](https://www.tmforum.org/resources/standard/tmf621-trouble-ticket-management-api-rest-specification-v5-0-0/) and the [TMF688 Event Management API User Guide v4.0.0](https://www.tmforum.org/resources/standard/tmf688-event-management-api-user-guide-v4-0-0/).|
The following code example shows how to call this method.
```
fetchEventHandlerAndCreateTMFEvent: function(eventSnapshot, eventType, eventId) {
var eventPayload;
switch (eventType) {
case Constants.EVENT_TYPES.TROUBLE_TICKET_STATUS_CHANGE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketStatusChangePayload(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaod(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_ATTRIBUTE_CHANGE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateTroubleTicketAttributeChangePayload(eventSnapshot, eventType, eventId);
break;
case Constants.EVENT_TYPES.TROUBLE_TICKET_CREATE_FOR_CASE:
eventPayload = new sn_ind_tsm_sdwan.TroubleTicketNotificationUtil().generateCreateTroubleTicketEventPaylaodForCase(eventSnapshot, eventType, eventId);
break;
default:
this._logger.debug("Event with id " + eventId + " could not find the matching payload generator");
eventPayload = null;
}
return eventPayload;
},
```
| title | TroubleTicketNotificationUtilOOB - Scoped |
| description | The TroubleTicketNotificationUtilOOB script include provides methods used to define and generate the TMF-compliant payloads for trouble ticket notification events.Adds custom event header attributes to the passed TMF trouble ticket event payload. The attributes added by this method are added to the event-level header for all trouble ticket events.Generates the TMF688-compliant header attributes in the event section of the payload. These attributes are consistent across all event payloads.Constructs the TMF-compliant payload for the associated create trouble ticket for incident event type.Constructs the TMF-compliant payload for the associated create trouble ticket for case event type.Constructs the TMF-compliant payload for the trouble ticket attribute change event for incident event type.Constructs the TMF-compliant payload for the associated trouble ticket status change event for incident event type. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/api-reference/server-api-reference/TroubleTicketNotifScopedAPI.html |
| release | australia |
| product | Server API Reference |
| classification | server-api-reference |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 9 |
| breadcrumb | Server API referenceAPI referenceAPI implementation and reference |