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Close problem

This endpoint is used to close a problem.

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URL

POST https://{api-url}/api/v2/tenants/{tenantId}/problems/{problemId}/close

Sample URLs

https://{api-url}/api/v2/tenants/client_8/problems/PRB0000000114/close

Parameters

FieldData TypeDescription
reasonStringReason for closing the problem. This is mandatory only if the option Enable reasons to change status Close is enabled for problem in service desk settings (example steps below).
notesStringAdditional information to add to a problem.

Follow the steps before closing a problem:

Step 1: Check the status flow transition for Closed.

  1. Login to OpsRamp.
  2. Click Setup.
  3. On the left-hand side panel, click Service Desk.
  4. In Configuration, click Status Flows.
  5. Check the status flow for the entity Problems.
  6. Check the transition of the status Closed. If Closed is available this indicates the problem can be closed; otherwise, the problem cannot be closed.

Step 2: Provide the reason for changing the status.

  1. Click Setup.
  2. On the left-hand side panel, click Service Desk.
  3. In Configuration, click Status Change Reasons and then click Add.
  4. Select the scope, client, request type and entity status as Closed, provide the reason and then click Submit.

Step 3: Enable the option to provide reason for closing a problem.

  1. Click Setup.
  2. On the left-hand side panel, click Service Desk.
  3. In Configuration, click Settings.
  4. Select client and then click Customize.
  5. In Problem Settings section, select option Enable reasons to change status Close and then click Save.

Status code

200 OK

Sample request

{
  "reason" : "Issue fixed",
  "notes" : "Able to receive device monitoring statistics"
}

Sample response

{
	"id": "PRB0000000114",
	"subject": "Device Monitoring statistics  : alert- 104 ",
	"description": "Monitoring Alerts Problems Report - 104 ,$alert.status ",
	"status": "Closed",
	"oldStatus": "Open",
	"priority": "Normal",
	"oldPriority": "Urgent",
	"notes": "Able to receive device monitoring statistics",
	"closedSummary": "All device monitoring statistics are received",
	"requester": {
		"loginName": "john.smith",
		"lastName": "Smith",
		"firstName": "John",
		"email": "john.smith@gmail.com"
	},
	"assignedUser": {
		"id": "USR0000000014",
		"loginName": "brocadeLab@organization.com",
		"lastName": "Lab",
		"firstName": "Brocade",
		"email": "sample@gmail.com",
		"phoneNumber": "8096250653"
	},
	"assigneeGroup": {
		"id": 7,
		"name": "Brocade Lab Users",
		"description": "All Brocade Lab Users group"
	},
	"resources": [{
		"id": "200efca6-a75a-44e3-9360-1ff17a698e2e",
		"name": "Local Setup",
		"type": "SYNTHETIC"
	}, {
		"id": "DGP-420a80f4-5fba-46d5-a1c1-20e2df4a326a",
		"name": "OPSRAMP-SJ",
		"type": "DEVICE_GROUP"
	}, {
		"id": "SGP-c2af3866-fc89-47dd-b83f-bcc8df0b2a0a",
		"name": "VTH Services",
		"type": "SERVICE"
	}],
	"extTicketId": "000042526342",
	"customFields": [{
		"id": "UDF0000003778",
		"classCode": "PROBLEM",
		"displayLabel": "for service provider",
		"name": "for_service_provider_3778",
		"fieldType": "TYPE_TEXT",
		"mandatory": false,
		"editable": true,
		"description": "All clients and all partners"
	}, {
		"id": "UDF0000003779",
		"classCode": "PROBLEM",
		"displayLabel": "for service prov 2",
		"name": "for_service_prov_2_3779",
		"fieldType": "TYPE_CHECKBOX",
		"mandatory": false,
		"editable": true,
		"description": "All partners and clients",
		"options": [{
			"label": "yes",
			"value": "1"
		}]
	}, {
		"id": "UDF0000003780",
		"classCode": "PROBLEM",
		"displayLabel": "for service pro 3",
		"name": "for_service_pro_3_3780",
		"fieldType": "TYPE_TEXT",
		"mandatory": false,
		"editable": true,
		"description": "service provider"
	}],
	"cc": "sample@gmail.com",
	"ticketArisedTime": "",
	"createdUser": {
		"loginName": "john.smith",
		"lastName": "Smith",
		"firstName": "John",
		"email": "john.smith@gmail.com"
	},
	"reason": "Pr Close",
	"category": {
		"id": 10,
		"name": "Critical Level"
	},
	"reOpenCount": 0,
	"createdDate": "2016-07-25T14:58:30+0000",
	"allowedStatus": [],
	"client": {
		"id": 8,
		"uniqueId": "client_8",
		"name": "Brocade Lab",
		"activated": true
	},
	"subCategory": {
		"id": 13,
		"name": "Low"
	},
	"sourcePolicyType": "INTEGRATION",
	"updatedDate": "2016-11-25T10:01:39+0000",
	"priorityUpdatedBy": {
		"id": "USR0000000018",
		"loginName": "superadmin",
		"lastName": "Admin",
		"firstName": "SP",
		"email": "sample@gmail.com"
	},
	"priorityUpdatedDate": "2016-11-25T09:59:51+0000",
	"statusUpdatedBy": {
		"loginName": "john.bolt",
		"lastName": "Bolt",
		"firstName": "John",
		"email": "john.bolt@gmail.com"
	},
	"statusUpdatedDate": "2016-11-25T10:01:39+0000",
	"closedDate": "2016-11-25T10:01:39+0000",
	"slaDetails": {
		"resolutionTime": 10364,
		"responseTime": 10204,
		"responseBreach": false,
		"resolutionBreach": false,
		"responseBreachDate": "",
		"resolutionBreachDate": ""
	},
	"source": "INTEGRATION",
	"statusFlow": [{
		"status": "New",
		"timeSpent": 10204,
		"createdDate": "2016-07-25T14:58:31+0000",
		"updatedBy": {
			"loginName": "john.smith",
			"lastName": "Smith",
			"firstName": "John",
			"email": "john.smith@gmail.com"
		}
	}, {
		"status": "Pending",
		"timeSpent": 10599024,
		"createdDate": "2016-07-25T17:48:35+0000",
		"updatedBy": {
			"loginName": "john.smith",
			"lastName": "smith",
			"firstName": "john",
			"email": "sample@gmail.com",
			"phoneNumber": "998-559-7783"
		}
	}, {
		"status": "Open",
		"timeSpent": 160,
		"reason": "Open Problem",
		"createdDate": "2016-11-25T09:58:59+0000",
		"updatedBy": {
			"id": "USR0000000018",
			"loginName": "superadmin",
			"lastName": "Admin",
			"firstName": "SP",
			"email": "sample@gmail.com"
		}
	}, {
	"status": "Closed",
	"reason": "Issue fixed",
	"notes": "Able to receive device monitoring statistics",
	"createdDate": "2016-11-25T10:01:39+0000",
	"updatedBy": {
		"loginName": "john.bolt",
		"lastName": "Bolt",
		"firstName": "John",
		"email": "john.bolt@gmail.com"
	}
	}]
}