Update problem

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:

Field	Data Type	Description
priority	String	Problem priority.
requester	String	User who requesting the problem.
assignedUser	String	Assigned 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.
resources	String
location	String
customFields	String	User-defined fields to attach additional information related to the problem. Use the get problem custom fields to retrieve the list of the customized fields.
category	Integer	Add the problem under a category. Use the get categories to retrieve the list of categories.
subCategory	Integer	Add the problem under a sub-category. Use the get categories to retrieve the list of sub-categories.
changeRequest	String	Attach change request related to the problem.
cc	String	Cc email.
tags	String
notes	String	Additional notes or details about the problem during an update.
suspendEndDate	String
status	String	Status of problem. Follow the steps to update the status of problem: 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. 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".
reason	String	Provide reason to update the ticket.
response	String	Relevant information of the ticket can be included in response. Example: file attachments, external ID, tags
knowledgeArticleIds	Integer	Attach knowledge base articles related to a Problem for further reference. To fetch a knowledge base article ID: Log into OpsRamp. Click Knowledge Base. Select the required article and then copy the article ID. Provide the article ID in "knowledgeArticleIds" field. Example: "knowledgeArticleIds": 12, 26
estimatedHours	Integer	Estimated time for resolving a problem. For example, a user estimates 3 hours for resolving 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 resolving a problem, the user provides value as "estimatedMinutes": "45".
timeSpent	Integer	Time 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
}