Endpoint
/api/v2/tenants/{tenantId}/serviceRequests
Path Parameters
tenantId
string

Describes the clientId of the tenant

alertIds
array

allowedStatus
array

allowedStatus.id
allowedStatus.name
allowedStatus.reasonsDefined
allowedStatus.reasonsEnabled
application
string

Application from which the problem is generated.

assignedUser
object

assignedUser.email
assignedUser.firstName
assignedUser.id
assignedUser.lastName
assignedUser.loginName
assignedUser.phoneNumber
assigneeGroup
object

assigneeGroup.description
assigneeGroup.id
assigneeGroup.name
assigneeGroup.userCount
attachedArticles
array

attachedArticles.id
attachedArticles.subject
attachments
array

attachments.contentURL
attachments.createdDate
attachments.file
attachments.id
attachments.name
category
object

category.id
category.name
category.uniqueId
cc
string

Cc email.

changeRequest
object

Attach a problem related to the problem.

changeRequest.id
channelId
integer

client
object

client.activated
client.createdTime
client.id
client.name
client.uniqueId
client.updatedTime
closedDate
string

closedSummary
string

createdDate
string

createdUser
object

createdUser.email
createdUser.firstName
createdUser.id
createdUser.lastName
createdUser.loginName
createdUser.phoneNumber
customFields
array

customFields.classCode
customFields.customField
customFields.defaultValue
customFields.description
customFields.displayLabel
customFields.editable
customFields.fieldType
customFields.id
customFields.mandatory
customFields.name
customFields.options
customFields.selectedOption
customFields.value
description
string

Description of the problem.

estimatedHours
integer

Estimated time for resolving a problem. For example, a user estimates 3 hours for completion of a problem, the user provides value as "estimatedHours": "3".

estimatedMinutes
integer

Estimated time for resolving a problem. For example, a user estimates 45 minutes for completion of a task, then user provides value as "estimatedMinutes": "45".

extTicketId
string

Attach an external ticket ID to the problem.

id
string

knowledgeArticleIds
array

Attach knowledge base articles related to the problem for further reference. To get 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": 25, 16.

knownIssue
boolean

notes
string

oldPriority
string

oldStatus
string

priority
string

Priority of the problem.

priorityUpdatedBy
object

priorityUpdatedBy.email
priorityUpdatedBy.firstName
priorityUpdatedBy.id
priorityUpdatedBy.lastName
priorityUpdatedBy.loginName
priorityUpdatedBy.phoneNumber
priorityUpdatedDate
string

reOpenCount
integer

reason
string

requester
object

requester.email
requester.firstName
requester.id
requester.lastName
requester.loginName
requester.phoneNumber
resolvedDate
string

resources
array

resources.aliasName
resources.hostName
resources.id
resources.metaData
resources.name
resources.resourceName
resources.resourceType
resources.type
rootCause
string

Root cause of the problem.

slaDetails
object

slaDetails.resolutionBreach
slaDetails.resolutionBreachDate
slaDetails.resolutionTime
slaDetails.responseBreach
slaDetails.responseBreachDate
slaDetails.responseTime
slaDetails.slaPolicy
source
string

status
string

Status of problem. Follow the steps to update the status of problem: 1. Use the get problem API to check: 2. Status flow transitions of problem.The status flows are defined in the field allowedStatus. Example: "name" : "Update" 3. 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. 4. If status change reasons are defined, use the get status change reasons to get the list of reasons. Provide the reasons configured in status "Update".

statusFlow
array

statusFlow.createdDate
statusFlow.notes
statusFlow.reason
statusFlow.status
statusFlow.timeSpent
statusFlow.updatedBy
statusUpdatedBy
object

statusUpdatedBy.email
statusUpdatedBy.firstName
statusUpdatedBy.id
statusUpdatedBy.lastName
statusUpdatedBy.loginName
statusUpdatedBy.phoneNumber
statusUpdatedDate
string

subCategory
object

subCategory.id
subCategory.name
subCategory.uniqueId
subject
string

Subject of the problem.

suspendEndDate
string

tags
string

ticketArisedTime
string

timeSpent
integer

updatedDate
string

workaround
string

Temporary solution to solve the problem.

{
  "assignedUser": {
    "id": "USR0000002146",
    "loginName": "FSSL-API-Lab-User-1"
  },
  "assigneeGroup": {
    "name": "API-Lab-Group-2"
  },
  "attachedRequests": [
    {
      "id": "INC0000001370"
    },
    {
      "id": "INC0000001371"
    },
    {
      "id": "INC0000001368"
    }
  ],
  "attachments": [
    {
      "file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ=",
      "name": "2.txt"
    },
    {
      "file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ=",
      "name": "1.txt"
    }
  ],
  "category": {
    "id": 22
  },
  "cc": "testUser@gmail.com, test@gmail.com",
  "customFields": [
    {
      "id": "UDF0000003797",
      "name": "api_lab_drop_down_3797",
      "value": "1"
    },
    {
      "id": "UDF0000003798",
      "name": "api_lab_text_3798",
      "value": "testing text field"
    },
    {
      "id": "UDF0000003801",
      "name": "api_lab_checkbox_3801",
      "value": "1"
    },
    {
      "id": "UDF0000003802",
      "name": "api_lab_date_3802",
      "value": "2016-03-28T10:10:00+0000"
    }
  ],
  "description": "Windows license is expiring soon, need to renew the license.",
  "extTicketId": "VNXC0090344",
  "knowledgeArticleIds": [
    "KB0000000025",
    "KB0000000016"
  ],
  "location": "Test@location",
  "priority": "Low",
  "requester": {
    "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"
    }
  ],
  "subCategory": {
    "id": 23
  },
  "subject": "Renewal of Windows License",
  "tags": "API, Service"
}

Responses

OK

alertIds
array

allowedStatus
array

allowedStatus.id
allowedStatus.name
allowedStatus.reasonsDefined
allowedStatus.reasonsEnabled
application
string

Application from which the problem is generated.

assignedUser
object

assignedUser.email
assignedUser.firstName
assignedUser.id
assignedUser.lastName
assignedUser.loginName
assignedUser.phoneNumber
assigneeGroup
object

assigneeGroup.description
assigneeGroup.id
assigneeGroup.name
assigneeGroup.userCount
attachedArticles
array

attachedArticles.id
attachedArticles.subject
attachments
array

attachments.contentURL
attachments.createdDate
attachments.file
attachments.id
attachments.name
category
object

category.id
category.name
category.uniqueId
cc
string

Cc email.

changeRequest
object

Attach a problem related to the problem.

changeRequest.id
channelId
integer

client
object

client.activated
client.createdTime
client.id
client.name
client.uniqueId
client.updatedTime
closedDate
string

closedSummary
string

createdDate
string

createdUser
object

createdUser.email
createdUser.firstName
createdUser.id
createdUser.lastName
createdUser.loginName
createdUser.phoneNumber
customFields
array

customFields.classCode
customFields.customField
customFields.defaultValue
customFields.description
customFields.displayLabel
customFields.editable
customFields.fieldType
customFields.id
customFields.mandatory
customFields.name
customFields.options
customFields.selectedOption
customFields.value
description
string

Description of the problem.

estimatedHours
integer

Estimated time for resolving a problem. For example, a user estimates 3 hours for completion of a problem, the user provides value as "estimatedHours": "3".

estimatedMinutes
integer

Estimated time for resolving a problem. For example, a user estimates 45 minutes for completion of a task, then user provides value as "estimatedMinutes": "45".

extTicketId
string

Attach an external ticket ID to the problem.

id
string

knowledgeArticleIds
array

Attach knowledge base articles related to the problem for further reference. To get 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": 25, 16.

knownIssue
boolean

notes
string

oldPriority
string

oldStatus
string

priority
string

Priority of the problem.

priorityUpdatedBy
object

priorityUpdatedBy.email
priorityUpdatedBy.firstName
priorityUpdatedBy.id
priorityUpdatedBy.lastName
priorityUpdatedBy.loginName
priorityUpdatedBy.phoneNumber
priorityUpdatedDate
string

reOpenCount
integer

reason
string

requester
object

requester.email
requester.firstName
requester.id
requester.lastName
requester.loginName
requester.phoneNumber
resolvedDate
string

resources
array

resources.aliasName
resources.hostName
resources.id
resources.metaData
resources.name
resources.resourceName
resources.resourceType
resources.type
rootCause
string

Root cause of the problem.

slaDetails
object

slaDetails.resolutionBreach
slaDetails.resolutionBreachDate
slaDetails.resolutionTime
slaDetails.responseBreach
slaDetails.responseBreachDate
slaDetails.responseTime
slaDetails.slaPolicy
source
string

status
string

Status of problem. Follow the steps to update the status of problem: 1. Use the get problem API to check: 2. Status flow transitions of problem.The status flows are defined in the field allowedStatus. Example: "name" : "Update" 3. 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. 4. If status change reasons are defined, use the get status change reasons to get the list of reasons. Provide the reasons configured in status "Update".

statusFlow
array

statusFlow.createdDate
statusFlow.notes
statusFlow.reason
statusFlow.status
statusFlow.timeSpent
statusFlow.updatedBy
statusUpdatedBy
object

statusUpdatedBy.email
statusUpdatedBy.firstName
statusUpdatedBy.id
statusUpdatedBy.lastName
statusUpdatedBy.loginName
statusUpdatedBy.phoneNumber
statusUpdatedDate
string

subCategory
object

subCategory.id
subCategory.name
subCategory.uniqueId
subject
string

Subject of the problem.

suspendEndDate
string

tags
string

ticketArisedTime
string

timeSpent
integer

updatedDate
string

workaround
string

Temporary solution to solve the problem.

{
  "alertIds": [],
  "allowedStatus": [
    {
      "id": "2",
      "name": "Open",
      "reasonsDefined": true,
      "reasonsEnabled": true
    },
    {
      "id": "3",
      "name": "Pending",
      "reasonsDefined": false,
      "reasonsEnabled": true
    },
    {
      "id": "4",
      "name": "Resolved",
      "reasonsDefined": false,
      "reasonsEnabled": true
    },
    {
      "id": "5",
      "name": "Closed",
      "reasonsDefined": true,
      "reasonsEnabled": true
    },
    {
      "id": "6",
      "name": "On Hold",
      "reasonsDefined": true,
      "reasonsEnabled": true
    }
  ],
  "assignedUser": {
    "email": "tester@gmail.com",
    "firstName": "FSSL",
    "id": "USR0000002146",
    "lastName": "API-Lab",
    "loginName": "FSSL-API-Lab-User-1"
  },
  "assigneeGroup": {
    "id": 18,
    "name": "API-Lab-Group-2",
    "userCount": 3
  },
  "attachedRequests": [
    {
      "id": "INC0000001370"
    },
    {
      "id": "INC0000001371"
    },
    {
      "id": "INC0000001368"
    }
  ],
  "cc": "testUser@gmail.com, test@gmail.com",
  "client": {
    "activated": true,
    "createdTime": "2012-10-09T11:49:34+0000",
    "id": 7,
    "name": "API Lab",
    "uniqueId": "client_7",
    "updatedTime": ""
  },
  "createdDate": "2016-03-29T11:32:08+0000",
  "createdUser": {
    "email": "john.smith@gmail.com",
    "firstName": "John",
    "id": "USR0000002095",
    "lastName": "Smith",
    "loginName": "John.Smith"
  },
  "description": "Windows license is expiring soon, need to renew the license.",
  "extTicketId": "VNXC0090344",
  "id": "SRQ0000001113",
  "knowledgeArticleIds": [
    25,
    16
  ],
  "oldPriority": "Low",
  "oldStatus": "New",
  "priority": "Low",
  "priorityUpdatedBy": {
    "email": "tester@gmail.com",
    "firstName": "FSSL",
    "id": "USR0000002146",
    "lastName": "API-Lab",
    "loginName": "FSSL-API-Lab-User-1"
  },
  "priorityUpdatedDate": "2016-03-29T11:32:08+0000",
  "referenceArticles": [
    {
      "id": 25,
      "subject": "Frequently Asked Questions on Windows License"
    },
    {
      "id": 16,
      "subject": "Updated Windows Version"
    }
  ],
  "requester": {
    "email": "tester@gmail.com",
    "firstName": "FSSL",
    "id": "USR0000002146",
    "lastName": "API-Lab",
    "loginName": "FSSL-API-Lab-User-1"
  },
  "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"
    }
  ],
  "serviceCatalogItemId": "0",
  "slaDetails": {
    "resolutionBreach": false,
    "resolutionBreachDate": "",
    "resolutionTime": 0,
    "responseBreach": false,
    "responseBreachDate": "",
    "responseTime": 0
  },
  "source": "INTEGRATION",
  "status": "New",
  "statusFlow": [
    {
      "createdDate": "2016-07-25T12:42:19+0000",
      "status": "New",
      "updatedBy": {
        "email": "sample@gmail.com",
        "firstName": "user",
        "lastName": "system",
        "loginName": "System.User"
      }
    }
  ],
  "statusUpdatedBy": {
    "email": "tester@gmail.com",
    "firstName": "FSSL",
    "id": "USR0000002146",
    "lastName": "API-Lab",
    "loginName": "FSSL-API-Lab-User-1"
  },
  "statusUpdatedDate": "2016-03-29T11:32:08+0000",
  "subject": "Renewal of Windows License",
  "ticketArisedTime": "",
  "updatedDate": "2016-03-29T11:32:10+0000"
}