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Update problem

This endpoint is used to update a problem.

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URL

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

Sample URLs

https://{api-url}/api/v2/tenants/client_7/problems/PRB0000001112

Parameters

All parameters are optional:

FieldData TypeDescription
priorityStringProblem priority.
requesterStringUser who requesting the problem.
assignedUserStringAssigned users who is responsible to work on the problem. The user is identified either by ID or login name. Attributes of the user record are to be specified to lookup attributes.
Login name is case-insensitive.
resourcesString
locationString
customFieldsStringUser-defined fields to attach additional information related to the problem. Use the get problem custom fields to retrieve the list of the customized fields.
categoryIntegerAdd the problem under a category. Use the get categories to retrieve the list of categories.
 subCategoryIntegerAdd the problem under a sub-category. Use the get categories to retrieve the list of sub-categories.
changeRequestStringAttach change request related to the problem.
ccStringCc email.
tagsString
notesStringAdditional notes or details about the problem during an update.
suspendEndDateString
statusStringStatus of problem. Follow the steps to update the status of problem:
  1. Use the get problem API to check:
    • Status flow transitions of problem.The status flows are defined in the field allowedStatus.
      Example: "name" : "Update"
    • Option to provide reasons to change the status is enabled."reasonsEnabled" : "true" indicates, reason is mandatory while changing the status."reasonsEnabled" : "false" indicates reason is optional.
  2. If status change reasons are defined, use the get status change reasons to retrieve the list of reasons. Provide the reasons configured in status "Update".
reasonStringProvide reason to update the ticket.
responseStringRelevant information of the ticket can be included in response.
Example: file attachments, external ID, tags
knowledgeArticleIdsIntegerAttach knowledge base articles related to a Problem for further reference. To fetch a knowledge base article ID:
  1. Log into OpsRamp.
  2. Click Knowledge Base.
  3. Select the required article and then copy the article ID.
  4. Provide the article ID in "knowledgeArticleIds" field.
    Example: "knowledgeArticleIds": 12, 26
estimatedHoursIntegerEstimated time for resolving a problem. For example, a user estimates 3 hours for resolving a problem, the user provides value as "estimatedHours": "3"
estimatedMinutesIntegerEstimated time for resolving a Problem. For example, a user estimates 45 minutes for resolving a problem, the user provides value as "estimatedMinutes": "45".
timeSpentIntegerTime spent working on a problem:
  • Time spent should be within the estimated time; however, timeSpent can be greater than the estimated hours.
  • Provide timeSpent in minutes format. If time spent to resolve a problem is 2 hours, then provide "timeSpent": 120.

Date format is yyyy-MM-ddTHH:mm:ssZ (GMT).

Sample request

{
	"status": "Open",
	"reason": "Open Reason",
	"notes": "Opening Ticket To Solve",
	"priority": "High",
	"location": "North-West",
	"cc": "tester@gmail.com,test@gmail.com",
	"tags": "API, Problem",
	"category": {
		"id": "26"
	},
	"subCategory": {
		"id": "28"
	},
	"knowledgeArticleIds": [12, 26],
	"changeRequest": {
		"id": "CHG0000001092"
	},
	"requester": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1"
	},
	"assignedUser": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1"
	},
	"resources": [{
		"id": "481af404-33a6-4d61-af77-c483ca6641fa"
	}, {
		"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208"
	}, {
		"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e"
	}],
	"customFields": [{
		"id": "UDF0000003790",
		"name": "drop_down_api_lab_3790",
		"value": "2"
	}, {
		"id": "UDF0000003791",
		"name": "text_api_lab_3791",
		"value": "request custom field - text"
	}],
	"response": {
		"description": "Adding Attachments to Problem",
		"internal": "false",
		"creator": {
			"id": "USR0000002146",
			"loginName": "FSSL-API-Lab-User-1"
		},
		"tags": "API, Problem",
		"attachments": [{
				"name": "2.txt",
				"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
			},
			{
				"name": "1.txt",
				"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
			}
		],
		"timeSpent": "120"
	},
	"estimatedHours": "3",
	"estimatedMinutes": "45"
}

Sample response

{
	"id": "PRB0000001112",
	"subject": "Issue with Device status",
	"description": "Device status is unavailable",
	"status": "Open",
	"oldStatus": "New",
	"priority": "High",
	"oldPriority": "Normal",
	"requester": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1",
		"lastName": "API-Lab",
		"firstName": "FSSL",
		"email": "tester@opsramp.com"
	},
	"assignedUser": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1",
		"lastName": "API-Lab",
		"firstName": "FSSL",
		"email": "tester@opsramp.com"
	},
	"resources": [{
		"id": "481af404-33a6-4d61-af77-c483ca6641fa",
		"name": "VTHLPT1000",
		"type": "DEVICE"
	}, {
		"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208",
		"name": "VTH-SERVICES",
		"type": "SERVICE"
	}, {
		"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e",
		"name": "VTH-ADMIN-DEVS",
		"type": "DEVICE_GROUP"
	}],
	"extTicketId": "BMCXC00907",
	"cc": "tester@opsramp.com,escalate@opsramp.com",
	"ticketArisedTime": "",
	"createdUser": {
		"id": "USR0000002095",
		"loginName": "ops_admin_user",
		"lastName": " ",
		"firstName": "Ops Admin",
		"email": "opsLab@opsramp.com"
	},
	"reason": "Open Reason",
	"alertIds": [],
	"createdDate": "2016-03-29T10:33:17+0000",
	"allowedStatus": [{
			"id": "3",
			"name": "Pending",
			"reasonsEnabled": true,
			"reasonsDefined": true
		},
		{
			"id": "4",
			"name": "Resolved",
			"reasonsEnabled": true,
			"reasonsDefined": false
		},
		{
			"id": "5",
			"name": "Closed",
			"reasonsEnabled": true,
			"reasonsDefined": false
		},
		{
			"id": "6",
			"name": "On Hold",
			"reasonsEnabled": true,
			"reasonsDefined": true
		}
	],
	"client": {
		"id": 7,
		"uniqueId": "client_7",
		"name": "API Lab",
		"activated": true,
		"updatedTime": "",
		"createdTime": "2012-10-09T11:49:34+0000"
	},
	"updatedDate": "2016-03-29T10:45:55+0000",
	"priorityUpdatedBy": {
		"id": "USR0000002095",
		"loginName": "ops_admin_user",
		"lastName": " ",
		"firstName": "Ops Admin",
		"email": "opsLab@opsramp.com"
	},
	"priorityUpdatedDate": "2016-03-29T10:45:45+0000",
	"statusUpdatedBy": {
		"id": "USR0000002095",
		"loginName": "ops_admin_user",
		"lastName": " ",
		"firstName": "Ops Admin",
		"email": "opsLab@opsramp.com"
	},
	"statusUpdatedDate": "2016-03-29T10:45:45+0000",
	"slaDetails": {
		"resolutionTime": 0,
		"responseTime": 748,
		"responseBreach": false,
		"resolutionBreach": false,
		"responseBreachDate": "",
		"resolutionBreachDate": ""
	},
	"source": "INTEGRATION",
	"rootCause": "Device Status",
	"workaround": "EveryTime need to check from DataBase",
	"application": "Devices Separation based on status",
	"statusFlow": [{
			"status": "New",
			"timeSpent": 1492634,
			"createdDate": "2016-07-25T12:42:19+0000",
			"updatedBy": {
				"loginName": "ops_admin_user",
				"lastName": " ",
				"firstName": "Ops Admin",
				"email": "sample@opsramp.com"
			}
		},
		{
			"status": "Open",
			"reason": "Started Working",
			"createdDate": "2016-08-11T19:19:51+0000",
			"updatedBy": {
				"loginName": "john.smith",
				"lastName": "smith",
				"firstName": "john",
				"email": "sample@opsramp.com",
				"phoneNumber": "9985597783"
			}
		}
	],
	"knowledgeArticleIds": [
		12, 26
	],
	"attachedArticles": [{
			"id": 12,
			"subject": "Troubleshoot Device Status and Availability"
		},
		{
			"id": 26,
			"subject": "Notes on Network Infrastructure"
		}
	],
	"estimatedHours": 3,
	"estimatedMinutes": 45,
	"timeSpent": 120
}