ServiceNow · Schema
Contact
Customer Service Management contact record
AutomationCloud ServicesDigital WorkflowsEnterprise PlatformIT Service ManagementITSMProcessesT1Workflow AutomationWorkflows
Properties
| Name | Type | Description |
|---|---|---|
| sys_id | string | Unique identifier for the contact record |
| name | string | Contact full name |
| first_name | string | Contact first name |
| middle_name | string | Contact middle name |
| last_name | string | Contact last name |
| user_name | string | Contact user ID |
| string | Contact email address | |
| phone | string | Contact business phone number |
| mobile_phone | string | Contact mobile phone number |
| home_phone | string | Contact home phone number |
| title | string | Contact business title |
| employee_number | string | Contact employee number |
| company | string | Sys_id of the company record |
| account | string | Sys_id of the account record |
| department | string | Sys_id of the department |
| manager | string | Sys_id of the direct supervisor |
| location | string | Sys_id of the location |
| building | string | Sys_id of the building |
| street | string | Contact street address |
| city | string | City in which the contact resides |
| state | string | State in which the contact resides |
| zip | string | Contact zip code |
| country | string | Country code |
| active | boolean | Flag indicating whether the contact is active |
| vip | boolean | Flag indicating whether the contact has VIP status |
| locked_out | boolean | Flag indicating if the contact is locked-out |
| web_service_access_only | boolean | Flag indicating whether the contact can only access services through the web |
| internal_integration_user | boolean | Flag indicating whether the contact is an internal integration user |
| enable_multifactor_authn | boolean | Flag indicating whether multifactor authorization is required |
| geolocation_tracked | boolean | Flag indicating whether the contact location is obtained through geotracking |
| notification | integer | Indicates whether the contact should receive notifications (1=Disabled, 2=Enabled) |
| calendar_integration | integer | Calendar application that the contact uses (1=Outlook) |
| failed_attempts | integer | Number of failed login attempts |
| latitude | number | Latitude coordinate of the contact |
| longitude | number | Longitude coordinate of the contact |
| time_zone | string | Time zone in which the contact resides |
| date_format | string | Format in which to display dates |
| time_format | string | Format in which to display time |
| preferred_language | string | Country code of the contact primary language |
| gender | string | Contact gender |
| photo | string | Photo image of the contact |
| introduction | string | Introduction |
| source | string | Source of the contact |
| roles | string | List of user roles associated with the contact |
| cost_center | string | Sys_id of the cost center |
| schedule | string | Sys_id of the work schedule |
| time_sheet_policy | string | Sys_id of the time sheet policy |
| default_perspective | string | Sys_id of the default perspective |
| ldap_server | string | Sys_id of the LDAP server |
| agent_status | string | Status of the agent |
| on_schedule | string | Indicates the timeliness of dispatched service personnel |
| edu_status | string | Education status of the contact |
| last_login | string | Date on which the contact last logged into the system |
| last_login_time | string | Date and time the contact logged in to the system |
| last_login_device | string | Device the consumer used the last time they logged in |
| last_position_update | string | Date and time the last position was updated |
| sys_class_name | string | Table that contains the contact record |
| sys_created_by | string | User that originally created the contact record |
| sys_created_on | string | Date and time the contact was originally created |
| sys_updated_by | string | User that last updated the contact information |
| sys_updated_on | string | Date and time the contact information was updated |
| sys_mod_count | integer | Number of times that the contact record has been modified |
| sys_domain | string | ServiceNow instance domain of the contact record |
| sys_domain_path | string | Contact record domain path |
| sys_tags | string | System tags |
JSON Schema
{
"type": "object",
"description": "Customer Service Management contact record",
"properties": {
"sys_id": {
"type": "string",
"description": "Unique identifier for the contact record",
"example": "500123"
},
"name": {
"type": "string",
"description": "Contact full name",
"example": "Example Title"
},
"first_name": {
"type": "string",
"description": "Contact first name",
"example": "example_value"
},
"middle_name": {
"type": "string",
"description": "Contact middle name",
"example": "example_value"
},
"last_name": {
"type": "string",
"description": "Contact last name",
"example": "example_value"
},
"user_name": {
"type": "string",
"description": "Contact user ID",
"example": "example_value"
},
"email": {
"type": "string",
"description": "Contact email address",
"example": "[email protected]"
},
"phone": {
"type": "string",
"description": "Contact business phone number",
"example": "example_value"
},
"mobile_phone": {
"type": "string",
"description": "Contact mobile phone number",
"example": "example_value"
},
"home_phone": {
"type": "string",
"description": "Contact home phone number",
"example": "example_value"
},
"title": {
"type": "string",
"description": "Contact business title",
"example": "Example Title"
},
"employee_number": {
"type": "string",
"description": "Contact employee number",
"example": "example_value"
},
"company": {
"type": "string",
"description": "Sys_id of the company record",
"example": "example_value"
},
"account": {
"type": "string",
"description": "Sys_id of the account record",
"example": 42
},
"department": {
"type": "string",
"description": "Sys_id of the department",
"example": "example_value"
},
"manager": {
"type": "string",
"description": "Sys_id of the direct supervisor",
"example": "example_value"
},
"location": {
"type": "string",
"description": "Sys_id of the location",
"example": "example_value"
},
"building": {
"type": "string",
"description": "Sys_id of the building",
"example": "example_value"
},
"street": {
"type": "string",
"description": "Contact street address",
"example": "example_value"
},
"city": {
"type": "string",
"description": "City in which the contact resides",
"example": "example_value"
},
"state": {
"type": "string",
"description": "State in which the contact resides",
"example": "example_value"
},
"zip": {
"type": "string",
"description": "Contact zip code",
"example": "example_value"
},
"country": {
"type": "string",
"description": "Country code",
"example": 42
},
"active": {
"type": "boolean",
"description": "Flag indicating whether the contact is active",
"example": true
},
"vip": {
"type": "boolean",
"description": "Flag indicating whether the contact has VIP status",
"example": true
},
"locked_out": {
"type": "boolean",
"description": "Flag indicating if the contact is locked-out",
"example": true
},
"web_service_access_only": {
"type": "boolean",
"description": "Flag indicating whether the contact can only access services through the web",
"example": true
},
"internal_integration_user": {
"type": "boolean",
"description": "Flag indicating whether the contact is an internal integration user",
"example": true
},
"enable_multifactor_authn": {
"type": "boolean",
"description": "Flag indicating whether multifactor authorization is required",
"example": true
},
"geolocation_tracked": {
"type": "boolean",
"description": "Flag indicating whether the contact location is obtained through geotracking",
"example": true
},
"notification": {
"type": "integer",
"description": "Indicates whether the contact should receive notifications (1=Disabled, 2=Enabled)",
"example": 1,
"enum": [
1,
2
]
},
"calendar_integration": {
"type": "integer",
"description": "Calendar application that the contact uses (1=Outlook)",
"example": 10
},
"failed_attempts": {
"type": "integer",
"description": "Number of failed login attempts",
"example": 10
},
"latitude": {
"type": "number",
"description": "Latitude coordinate of the contact",
"format": "float",
"example": 42.5
},
"longitude": {
"type": "number",
"description": "Longitude coordinate of the contact",
"format": "float",
"example": 42.5
},
"time_zone": {
"type": "string",
"description": "Time zone in which the contact resides",
"example": "example_value"
},
"date_format": {
"type": "string",
"description": "Format in which to display dates",
"example": "dd/mm/yyyy",
"enum": [
"dd/mm/yyyy",
"dd-mm-yyyy",
"dd.mm.yyyy",
"mm-dd-yyyy",
"yyyy-mm-dd"
]
},
"time_format": {
"type": "string",
"description": "Format in which to display time",
"example": "hh.mm.ss a",
"enum": [
"hh.mm.ss a",
"hh:mm:ss a",
"HH.mm.ss",
"HH:mm:ss"
]
},
"preferred_language": {
"type": "string",
"description": "Country code of the contact primary language",
"example": "example_value"
},
"gender": {
"type": "string",
"description": "Contact gender",
"example": "example_value"
},
"photo": {
"type": "string",
"description": "Photo image of the contact",
"example": "example_value"
},
"introduction": {
"type": "string",
"description": "Introduction",
"example": "example_value"
},
"source": {
"type": "string",
"description": "Source of the contact",
"example": "example_value"
},
"roles": {
"type": "string",
"description": "List of user roles associated with the contact",
"example": "example_value"
},
"cost_center": {
"type": "string",
"description": "Sys_id of the cost center",
"example": "example_value"
},
"schedule": {
"type": "string",
"description": "Sys_id of the work schedule",
"example": "example_value"
},
"time_sheet_policy": {
"type": "string",
"description": "Sys_id of the time sheet policy",
"example": "example_value"
},
"default_perspective": {
"type": "string",
"description": "Sys_id of the default perspective",
"example": "example_value"
},
"ldap_server": {
"type": "string",
"description": "Sys_id of the LDAP server",
"example": "example_value"
},
"agent_status": {
"type": "string",
"description": "Status of the agent",
"example": "Off work",
"enum": [
"Off work",
"On break",
"On route",
"On site"
]
},
"on_schedule": {
"type": "string",
"description": "Indicates the timeliness of dispatched service personnel",
"example": "Ahead",
"enum": [
"Ahead",
"behind_less30",
"behind_30to60",
"behind_more60",
"on_time"
]
},
"edu_status": {
"type": "string",
"description": "Education status of the contact",
"example": "example_value"
},
"last_login": {
"type": "string",
"description": "Date on which the contact last logged into the system",
"format": "date",
"example": "2026-01-15"
},
"last_login_time": {
"type": "string",
"description": "Date and time the contact logged in to the system",
"format": "date-time",
"example": "2026-01-15T10:30:00Z"
},
"last_login_device": {
"type": "string",
"description": "Device the consumer used the last time they logged in",
"example": "example_value"
},
"last_position_update": {
"type": "string",
"description": "Date and time the last position was updated",
"format": "date-time",
"example": "2026-01-15T10:30:00Z"
},
"sys_class_name": {
"type": "string",
"description": "Table that contains the contact record",
"example": "example_value"
},
"sys_created_by": {
"type": "string",
"description": "User that originally created the contact record",
"example": "example_value"
},
"sys_created_on": {
"type": "string",
"description": "Date and time the contact was originally created",
"format": "date-time",
"example": "2026-01-15T10:30:00Z"
},
"sys_updated_by": {
"type": "string",
"description": "User that last updated the contact information",
"example": "example_value"
},
"sys_updated_on": {
"type": "string",
"description": "Date and time the contact information was updated",
"format": "date-time",
"example": "2026-01-15T10:30:00Z"
},
"sys_mod_count": {
"type": "integer",
"description": "Number of times that the contact record has been modified",
"example": 42
},
"sys_domain": {
"type": "string",
"description": "ServiceNow instance domain of the contact record",
"example": "example_value"
},
"sys_domain_path": {
"type": "string",
"description": "Contact record domain path",
"example": "example_value"
},
"sys_tags": {
"type": "string",
"description": "System tags",
"example": "example_value"
}
},
"$schema": "https://json-schema.org/draft/2020-12/schema",
"title": "Contact"
}