Search problems

URL

GET https://{api-url}/api/v2/tenants/{tenantId}/problems/search

Sample URLs

https://{api-url}/api/v2/tenants/client_1000/problems/search?pageNo=1&pageSize=10&isDescendingOrder=true&sortName=ticket.id&include=customFields,statusFlow&queryString=status:New,Open+priority: High+requester:USR0000000129+startCreationDate:2016-08-12T07:31:55 0000+endCreationDate:2016-08-15T07:12:19 0000

https://{api-url}/api/v2/tenants/msp_100/problems/search?pageNo=1&pageSize=10&isDescendingOrder=true&sortName=ticket.id&include=customFields,statusFlow&queryString=status:New,Open+priority: High+requester:USR0000000129+startCreationDate:2016-08-12T07:31:55 0000+endCreationDate:2016-08-15T07:12:19 0000

Parameters

All parameters are optional:

Field	Default Value
pageNo={pageNo}	1
pageSize={pageSize}	100
isDescendingOrder={true/false}	true
sortName={field}	ticket.id
queryString={queryString}	NA
include={fields}	NA

NA indicates that the value is not applicable.

Note

The request parameter include is required in order to retrieve the following information in the response:

Custom fields
Status flow
Example: include=customFields, statusFlow

Query variables

Query Variable	Values	Description
uniqueId	NA	ID of the problem. Example: CHG0000002401
status	New, Open, Pending, Resolved, Closed, On Hold	Current status of problem. Example: Resolved
priority	Low, Normal, High, Urgent, Very Low	Current priority of the problem. Example: High
subject	NA	A short summary of problem. Example: System uptime is critical
assignedTo	NA	User who has been assigned the problem. Example: USR0000000001
requester	NA	Requester of the problem. Example: USR0000000001
startCreationDate	NA	Filter problems with creation date. Provide from date. Example: 2016-07-25T07:12:19 0000(GMT)
endCreationDate	NA	Provide to date. Example: 2016-07-28T07:12:19 0000 (GMT)
startUpdationDate	NA	Filter problems with updation date. Provide from date. Example: 2016-08-11T13:50:18 0000(GMT)
endUpdationDate	NA	Provide to date. Example: 2016-08-15T10:40:20 0000 (GMT)
oldStatus	New, Open, Pending, Resolved,On Hold	Previous state of the problem. Example: Open
oldPriority	Low, Normal, High, Urgent, Very Low	Previous priority of problem. Example: High
deviceId	NA	Unique ID of the device. Example: 481af404-33a6-4d61-af77-c483ca6641fa
source	PORTAL, INTEGRATION, MOBILE, EMAIL	Source of the problem.
sourcePolicyType	AUTOINCIDENT, INTEGRATION	Source policy type of the problem.
firstContactFix	true, false	Problem fixed without assigning to another group. Example: true
assigneeGroupIds	NA	Assigned user group who would be responsible to work on the problem.
minResponseTime	NA	Minimum response time of problem. Example: 300 (time in seconds)
maxResponseTime	NA	Maximum response time of problem. Example: 600 (time in seconds)
minResolutionTime	NA	Minimum resolution time of problem. Example: 3600 (time in seconds)
maxResolutionTime	NA	Maximum resolution time of problem. Example: 7200 (time in seconds)
minReOpens	NA	Minimum number of times problem is reopened. Example: 5
maxReOpens	NA	Maximum number of times problem is reopened. Example: 8
startClosedDate	NA	Filter problem with the closed date. Provide from closed date. Example: 2016-08-12T06:54:59 0000 (GMT)
endClosedDate	NA	Provide to closed date. Example: 2016-08-15T06:54:59 0000 (GMT)
startResolvedDate	NA	Filter problem with the resolved date. Provide from resolved date. Example: 2016-08-12T06:49:59 0000 (GMT)
endResolvedDate	NA	Provide to resolved date. Example: 2016-08-14T07:49:59 0000 (GMT)
extTicketId	NA	External ticket ID.

NA indicates that the value is not applicable.

Notes

To view tickets created within a given date range, provide both startCreationDate and endCreationDate. Otherwise, the tickets created in the last month would be returned.

There are special characters that can be used in a query string:

(+) represents the next field and must be URL-encoded.
(:) represents equals. An example is key : value.
Space characters must be URL-encoded.
Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Sample responses

{
	"results": [{
		"id": "PRB0000000250",
		"subject": "Windows Services should be upgraded",
		"description": "Windows versions should be updated. Our support systems needs to be updated inorder to sync with the latest technologies.",
		"status": "Closed",
		"oldStatus": "On Hold",
		"priority": "Normal",
		"oldPriority": "High",
		"requester": {
			"id": "USR0000000011",
			"loginName": "brocadeInc@organization.com",
			"lastName": "Inc Admin",
			"firstName": "Brocade",
			"email": "brocade@gmail.com"
		},
		"assignedUser": {
			"id": "USR0000000011",
			"loginName": "brocadeInc@organization.com",
			"lastName": "Inc Admin",
			"firstName": "Brocade",
			"email": "brocade@gmail.com"
		},
		"assigneeGroup": {
			"id": 5,
			"name": "Brocade Inc Users",
			"description": "Brocade Partner Users"
		},
		"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": "brocade@gmail.com, brocadeLab@gmail.com",
		"ticketArisedTime": "",
		"createdUser": {
			"loginName": "superadmin",
			"lastName": "Admin",
			"firstName": "SA",
			"email": "escalationmails@gmail.com"
		},
		"category": {
			"id": 10,
			"name": "Critical Level"
		},
		"reason": "Cloded Reason",
		"alertIds": [],
		"reOpenCount": 1,
		"createdDate": "2016-08-12T07:31:55+0000",
		"client": {
			"id": 8,
			"uniqueId": "client_8",
			"name": "Brocade Lab",
			"activated": true
		},
		"subCategory": {
			"id": 12,
			"name": "Medium"
		},
		"updatedDate": "2016-08-12T07:33:28+0000",
		"priorityUpdatedBy": {
			"loginName": "superadmin",
			"lastName": "Admin",
			"firstName": "SA",
			"email": "escalationmails@gmail.com"
		},
		"priorityUpdatedDate": "2016-08-12T07:32:35+0000",
		"statusUpdatedBy": {
			"loginName": "superadmin",
			"lastName": "Admin",
			"firstName": "SA",
			"email": "escalationmails@gmail.com"
		},
		"statusUpdatedDate": "2016-08-12T07:33:28+0000",
		"closedDate": "2016-08-12T07:33:28+0000",
		"slaDetails": {
			"resolutionTime": 50,
			"responseTime": 44,
			"responseBreach": false,
			"resolutionBreach": false,
			"responseBreachDate": "",
			"resolutionBreachDate": ""
		},
		"source": "PORTAL",
		"rootCause": "Windows New technologies is not supported for old versions",
		"workaround": "Simply not able migrate for new tech's",
		"application": "Windows latest"
	}, {
		"id": "PRB0000000249",
		"subject": "LAN cables are not working properly",
		"description": "LAN Cables are not working properly in V-SJ Branch.",
		"status": "Resolved",
		"oldStatus": "Open",
		"priority": "Normal",
		"oldPriority": "Normal",
		"requester": {
			"id": "USR0000000014",
			"loginName": "brocadeLab@organization.com",
			"lastName": "Lab",
			"firstName": "Brocade",
			"email": "brocadeLab@gmail.com"
		},
		"assignedUser": {
			"id": "USR0000000014",
			"loginName": "brocadeLab@organization.com",
			"lastName": "Lab",
			"firstName": "Brocade",
			"email": "brocadeLab@gmail.com"
		},
		"assigneeGroup": {
			"id": 7,
			"name": "Brocade Lab Users",
			"description": "All Brocade Lab Users group"
		},
		"resources": [{
			"id": "a17d1896-d18a-4d3e-ae6e-e00465770119",
			"name": "SVR-DEMO",
			"type": "DEVICE"
		}, {
			"id": "ad0a218d-7512-435c-9b58-614470ee8658",
			"name": "WORK-PC",
			"type": "DEVICE"
		}],
		"extTicketId": "BMCXC00907",
		"cc": "brocade@gmail.com, brocadeLab@gmail.com",
		"ticketArisedTime": "",
		"createdUser": {
			"loginName": "superadmin",
			"lastName": "Admin",
			"firstName": "SA",
			"email": "escalationmails@gmail.com"
		},
		"category": {
			"id": 10,
			"name": "Critical Level"
		},
		"reason": "Resolved Reason",
		"alertIds": [],
		"reOpenCount": 2,
		"createdDate": "2016-08-12T07:21:45+0000",
		"client": {
			"id": 8,
			"uniqueId": "client_8",
			"name": "Brocade Lab",
			"activated": true
		},
		"subCategory": {
			"id": 11,
			"name": "High"
		},
		"updatedDate": "2016-08-12T07:24:54+0000",
		"priorityUpdatedBy": {
			"id": "USR0000000014",
			"loginName": "brocadeLab@oragnization.com",
			"lastName": "Lab",
			"firstName": "Brocade",
			"email": "brocadeLab@gmail.com"
		},
		"priorityUpdatedDate": "2016-08-12T07:21:45+0000",
		"statusUpdatedBy": {
			"loginName": "superadmin",
			"lastName": "Admin",
			"firstName": "SA",
			"email": "escalationmails@gmail.com"
		},
		"statusUpdatedDate": "2016-08-12T07:24:54+0000",
		"resolvedDate": "2016-08-12T07:24:54+0000",
		"slaDetails": {
			"resolutionTime": 136,
			"responseTime": 133,
			"responseBreach": false,
			"resolutionBreach": false,
			"responseBreachDate": "",
			"resolutionBreachDate": ""
		},
		"source": "PORTAL",
		"rootCause": "LAN cables",
		"workaround": "Temporarily working with Wi-Fi Services",
		"application": "SVN Check ins"
	}],
	"totalResults": 20,
	"orderBy": "ticket.id",
	"pageNo": 1,
	"pageSize": 2,
	"totalPages": 10,
	"nextPage": true,
	"nextPageNo": 2,
	"previousPageNo": 0,
	"descendingOrder": true
}

If the query parameter consists of parameter include=customFields, statusFlow then each response entity returns the following information.

A sample response with include=customFields:

"customFields": [{
		"id": "UDF0000003808",
		"classCode": "PROBLEM",
		"displayLabel": "text field",
		"name": "text_field_3808",
		"fieldType": "TYPE_TEXT",
		"mandatory": false,
		"editable": true,
		"description": "All partners",
		"value": "Available",
		"defaultValue": ""
	}, {
		"id": "UDF0000003810",
		"classCode": "PROBLEM",
		"displayLabel": "numeric",
		"name": "numeric_3810",
		"fieldType": "TYPE_NUMBER",
		"mandatory": false,
		"editable": true,
		"description": "Testing numeric",
		"value": "120",
		"defaultValue": ""
	}, {
		"id": "UDF0000003790",
		"classCode": "PROBLEM",
		"displayLabel": "drop-down-api-lab",
		"name": "drop_down_api_lab_3790",
		"fieldType": "TYPE_DROPDOWN",
		"mandatory": false,
		"editable": true,
		"description": "Test case",
		"options": [{
			"label": "first",
			"value": "1"
		}, {
			"label": "second",
			"value": "2"
		}],
		"value": "1",
		"defaultValue": "",
		"selectedOption": {
			"label": "first",
			"value": "1"
		}
	}, {
		"id": "UDF0000003791",
		"classCode": "PROBLEM",
		"displayLabel": "text-api-lab",
		"name": "text_api_lab_3791",
		"fieldType": "TYPE_TEXT",
		"mandatory": false,
		"editable": true,
		"description": "test case for text field",
		"value": "request custom field - text-updated",
		"defaultValue": "Test Text"
	}, {
		"id": "UDF0000003792",
		"classCode": "PROBLEM",
		"displayLabel": "multi line text-api-lab",
		"name": "multi_line_text_api_lab_3792",
		"fieldType": "TYPE_TEXTAREA",
		"mandatory": false,
		"editable": true,
		"description": "test case for multi line text",
		"value": "text",
		"defaultValue": "multi \nline \ntext"
	}, {
		"id": "UDF0000003793",
		"classCode": "PROBLEM",
		"displayLabel": "Numeric-api-lab",
		"name": "numeric_api_lab_3793",
		"fieldType": "TYPE_NUMBER",
		"mandatory": false,
		"editable": true,
		"description": "numeric test case",
		"value": "1",
		"defaultValue": "1"
	}, {
		"id": "UDF0000003794",
		"classCode": "PROBLEM",
		"displayLabel": "checkbox-api-lab",
		"name": "checkbox_api_lab_3794",
		"fieldType": "TYPE_CHECKBOX",
		"mandatory": false,
		"editable": true,
		"description": "test case for check box",
		"options": [{
			"label": "yes",
			"value": "1"
		}],
		"value": "1",
		"defaultValue": "0",
		"selectedOption": {
			"label": "yes",
			"value": "1"
		}
	}, {
		"id": "UDF0000003795",
		"classCode": "PROBLEM",
		"displayLabel": "Date-ap-lab",
		"name": "date_ap_lab_3795",
		"fieldType": "TYPE_DATE",
		"mandatory": false,
		"editable": true,
		"description": "test case for date field",
		"value": "2016-02-26T00:00:00+0000",
		"defaultValue": "2016-02-26T00:00:00+0000"
	}, {
		"id": "UDF0000003796",
		"classCode": "PROBLEM",
		"displayLabel": "dateTime-api-lab",
		"name": "datetime_api_lab_3796",
		"fieldType": "TYPE_DATETIME",
		"mandatory": false,
		"editable": true,
		"description": "test case for Date and time",
		"value": "2016-02-26T12:13:00+0000",
		"defaultValue": "2016-02-26T12:13:00+0000"
}]

A sample response with include=statusFlow:

"statusFlow": [{
		"status": "New",
		"timeSpent": 1492634,
		"createdDate": "2016-08-12T12:42:19+0000",
		"updatedBy": {
			"loginName": "john.smith",
			"lastName": " Smith",
			"firstName": "John",
			"email": "john.smith@gmail.com"
		}
	}, {
		"status": "Resolved",
		"reason": "Resolving as fixed",
		"notes": "resolution summary",
		"timeSpent": 18,
		"createdDate": "2016-08-13T19:19:33+0000",
		"updatedBy": {
			"loginName": "john.smith",
			"lastName": "smith",
			"firstName": "john",
			"email": "sample@gmail.com",
			"phoneNumber": "998-559-1234"
		}
	}, {
		"status": "Open",
		"reason": "Re-Opening as not fixed",
		"timeSpent": 27,
		"createdDate": "2016-08-14T19:19:51+0000",
		"updatedBy": {
			"loginName": "john.smith",
			"lastName": "smith",
			"firstName": "john",
			"email": "sample@gmail.com",
			"phoneNumber": "998-559-2345"
		}
	}, {
		"status": "Resolved",
		"reason": "Validated and Resolving as fixed",
		"notes": "resolution summary",
		"createdDate": "2016-08-15T10:04:50+0000",
		"updatedBy": {
			"id": "USR0000000018",
			"loginName": "superadmin",
			"lastName": "Admin",
			"firstName": "SP",
			"email": "sample@gmail.com"
		}
}]