Problems API

List problems

List all problems for an account:

GET /problems

Response

Status: 200 OK
[
  {
    "created_at": "2016-03-13T10:27:00-06:00",
    "analysis_target_at": "2016-03-20T03:00:00-06:00",
    "sourceID": null,
    "updated_at": "2016-03-14T03:14:13-06:00",
    "service": {
      "name": "Expense Reporting",
      "id": 14,
      "provider": {
        "name": "Widget Data Center, External IT",
        "id": 30
      }
    },
    "member": {
      "name": "Tom Waters",
      "id": 36
    },
    "solved_at": null,
    "subject": "Clicking on the Submit button does not submit new expense report",
    "id": 221,
    "impact": "top",
    "team": {
      "name": "Application Development",
      "id": 7
    },
    "status": "in_progress"
  },
  "..."
]

The response contains these fields by default. Filtering and pagination are available to reduce/limit the collection of problems.

States

The following states are available:

Collection Fields

By default the following fields will appear in collections of problems:

id sourceID subject impact status known_error analysis_target_at solved_at team member service created_at updated_at

Obtain a different set of fields using the ?fields= parameter.

Sorting

By default a collection of problems is sorted descending by id.

The following fields are accepted by the ?sort= parameter:

id sourceID subject impact status known_error analysis_target_at solved_at team member service created_at updated_at

List problems relevant for API user

List all problems which manager is the API user:

GET /problems/managed_by_me

List all problems that are assigned to one of the teams that the API user is a member of:

GET /problems/assigned_to_my_team

List all problems that are assigned to the API user:

GET /problems/assigned_to_me

Response

The response is similar to the response in List problems

Get a single problem

GET /problems/:id

Response

Status: 200 OK
{
  "created_at": "2016-02-03T14:49:00-05:00",
  "category": "proactive",
  "analysis_target_at": null,
  "sourceID": null,
  "updated_at": "2016-03-14T03:14:12-06:00",
  "supplier": null,
  "service": {
    "name": "Windows Server",
    "id": 33,
    "provider": {
      "name": "Widget Data Center, External IT",
      "id": 30
    }
  },
  "new_assignment": true,
  "known_error": false,
  "solved_at": null,
  "member": {
    "name": "Barney Turban",
    "id": 58
  },
  "manager": {
    "name": "Frank Watson",
    "id": 32
  },
  "supplier_requestID": null,
  "subject": "Insufficient memory warnings for Sales Tracking Production",
  "id": 208,
  "change": null,
  "project": null,
  "workaround": null,
  "impact": "none",
  "team": {
    "name": "Windows Servers",
    "id": 14
  },
  "status": "change_requested",
  "source": null,
  "waiting_until": null
}

The response contains these fields.

Create a problem

POST /problems

When creating a new problem these fields are available.

Response

Status: 201 Created
{
  "analysis_target_at": "...",
  "...": "..."
}

The response contains all fields of the created problem and is similar to the response in Get a single problem

Update a problem

PATCH /problems/:id

When updating a problem these fields are available.

Response

Status: 200 OK
{
  "analysis_target_at": "...",
  "...": "..."
}

The response contains all fields of the updated problem and is similar to the response in Get a single problem

Fields

analysis_target_at
Optional datetime — The Analysis target field is used to specify when the current assignee needs to have completed the root cause analysis of the problem.
category
Optional enum, default: reactive — The Category field is used to select the category of the problem. Valid values are:
  • reactive: Reactive - Existing Problem
  • proactive: Proactive - Anticipated Problem
change
Optional reference to Change — The Change field is used to relate the problem to the Change that will implement the proposed permanent solution for the problem.
created_at
Readonly datetime — The date and time at which the problem was created.
id
Readonly integer — The unique ID of the problem.
impact
Required enum — The Impact field is used to select the extent to which the service is impacted when an incident occurs that is caused by the problem. Valid values are:
  • none: None - Does Not Degrade Service
  • low: Low - Degrades Service for One User
  • medium: Medium - Brings Service Down for One User
  • high: High - Degrades Service for Several Users
  • top: Top - Brings Service Down for Several Users
known_error
Optional boolean — The Known error box is checked when the underlying cause of the problem has been found and a temporary workaround has been proposed.
manager
Required reference to Person — The Manager field is used to select the Person who is responsible for coordinating the problem through root cause analysis, the proposal of a structural solution and ultimately its closure.
member
Optional reference to Person — The Member field is used to select the person to whom the problem is to be assigned.
new_assignment
Readonly TODO, default: true
note
Optional text (max 64KB) — The Note field is used to provide a detailed description of the symptoms that are caused by the problem.
project
Optional reference to Project — The Project field is used to link the problem to a project.
service
Required reference to Service — The Service field is used to select the service in which instance(s) the problem resides.
solved_at
Readonly datetime — The Solved at field is automatically set to the date and time at which the problem is saved with the status “Solved”.
source
Optional string (max 30) - See source
sourceID
Optional string (max 128) - See source
status
Optional enum, default: assigned — The Status field is used to select the current status of the problem. Valid values are:
  • declined: Declined
  • assigned: Assigned
  • accepted: Accepted
  • in_progress: In Progress
  • waiting_for: Waiting for…
  • analyzed: Analyzed
  • change_requested: Change Requested
  • change_pending: Change Pending
  • project_pending: Project Pending
  • progress_halted: Progress Halted
  • solved: Solved
subject
Required string (max 255) — The Subject field is used to enter a short description of the symptoms that the problem causes.
supplier
Optional reference to Organization — The Supplier field is used to select the supplier organization that has been asked for a solution to the problem.
supplier_requestID
Optional string (max 255)
team
Required reference to Team — The Team field is used to select the Team to which the problem is to be assigned. After a service has been selected in the Service field, the support team of the service is automatically selected in this field.
updated_at
Readonly datetime — The date and time of the last update of the problem. If the problem has no updates it contains the created_at value.
urgent
Optional boolean, default: false — When the problem has been marked as urgent, the Urgent field is set to true.
waiting_until
Optional datetime — The Waiting until field is used to specify the date and time at which the status of the problem is to be updated from waiting_for to assigned. This field is available only when the Status field is set to waiting_for.
workaround
Optional text (max 64KB) — The Workaround field is used to describe the temporary workaround that should be applied to resolve incidents caused by this problem until a structural solution has been implemented.