You can retrieve the Problem Request Details such as Status, Classification, Category, Impact, Priority, Urgency, Source, Requestor Name, Requestor Mail ID, Requestor Location, Requestor Mobile Number, Description, Deadline, RCA Deadline, RCA Actual Response Time, Assigned Workgroup, Assigned Executive, SLA Violation Reason, Solution, Resolution Code, Closure Remarks, Closed by Name, Approver Name, Approval Status, Approval Remarks, RCA Submitter Name, RCA Approver Name, RCA Approval Status, RCA Approval Remarks, Reviewer Name, Reviewer Approval Status, Reviewer Approval Remarks, and etc.
To authenticate the below API, see API Authentication and Authorization.
| Service Name | HTTP Method |
|---|---|
PM_GetProblemRequestDetails | POST |
Below is the sample request to retrieve Problem Record Details
Sample Request
{
"ServiceName": "PM_GetProblemRequestDetails",
"objCommonParameters": {
"_ProxyDetails": {
"UserName": "william.james@Symphonysummit.com",
"OrgID": 1,
"ReturnType": "JSON",
"Password": "test@1237",
"APIKey": "FuvXeZTSna2Jdj/PImKKTRS97Dg8Ns7ET/UQ1X9JZHs=",
"AuthType": "FORM",
"ProxyID": 0,
"RequestType":"mobile"
},
"problemRequestdetails":{
"OrgID":1,
"TicketNo":241,
"Instance":"Info",
"UserID":7,
"PageName":"abcd"
},
"RequestType":"Mobile"
}
}
Request Parameters
| Parameter Name | Type | Description | Mandatory |
|---|---|---|---|
OrgID | INTEGER | Unique Identification number of an Organization. By default, the value is 1. | TRUE |
TicketNo | INTEGER | Unique Identification of the Problem. | TRUE |
Instance | STRING | Name of the Instance. For Example: Info | TRUE |
UserID | INTEGER | Unique Identification Number of a User. | TRUE |
PageName | STRING | Name of the page. | TRUE |
| RequestType | STRING | Type of the request. Be default, the value is Mobile. | FALSE |
Sample Response
"Errors": "",
"Message": "",
"Output": "{\"ProblemRequest\":{\"PR_Details\":{\"org_id\":\"1\",\"problem_ticket_id\":\"241\",\"sup_function\":\"Info\",\"sup_function_name\":\"Information Technology\",\"Ticket_Registration_Time\":\"4/1/2021 9:08:49 AM\",\"status\":\"New\",\"classification_id\":\"2\",\"Classification\":\"Classification1\",\"category_id\":\"1186\",\"Category\":\"Network\\\\Database\",\"closure_category_id\":\"0\",\"Closure_Category\":null,\"source_id\":\"1\",\"source\":\"Phone\",\"Requester_ID\":\"2\",\"Requestor_Emp_Id\":null,\"Requestor_Name\":\"Prince\",\"Requestor_Mail_Id\":\"prince@symphonysummit.com\",\"Requestor_Location_Name\":\"\",\"Requestor_Customer_Name\":\"SUMMIT\",\"Requestor_Phone_No\":null,\"Requestor_Mobile_No\":null,\"Requestor_Designation\":null,\"description\":\"This problem record is created by WEB-API\",\"details\":\"This problem record is created by WEB-API\",\"impact_id\":\"4\",\"impact\":\"Med PM\",\"priority_id\":\"4\",\"priority\":\"P! PM\",\"DeadLine\":\"4/1/2021 11:09:00 AM\",\"assigned_workgroup_id\":\"3\",\"Assigned_Workgroup\":\"IT Infrastructure\",\"assigned_executive_id\":\"2\",\"Assigned_Executive\":\"Andrew\",\"AssignedExecutive_EMailID\":\"andrew@symphonysummit.com\",\"work_around_exists\":\"False\",\"work_around_details\":null,\"sla_violation_reason\":null,\"testing_details\":null,\"solution\":null,\"Resolution_Date\":null,\"resolution_code_id\":\"0\",\"resolution_code\":null,\"closure_remarks\":null,\"closed_by\":\"0\",\"Closed_By_Name\":null,\"Closure_Date\":null,\"Approver_Emp_Id\":\"0\",\"Approver_Name\":null,\"Approval_Date\":null,\"approval_status\":null,\"approval_remarks\":null,\"RCA_Submitter_Emp_Id\":\"0\",\"RCA_Submitter_Name\":null,\"RCA_Submition_Date\":null,\"rca_root_cause\":null,\"rca_result\":null,\"RCA_Approver_Emp_Id\":\"0\",\"RCA_Approver_Name\":null,\"RCA_Approval_Date\":null,\"rca_approval_status\":null,\"rca_approval_remarks\":null,\"problem_manager_log\":null,\"rca_approval_log\":null,\"engineer_log\":null,\"Last_Updated_Datetime\":\"4/6/2021 9:24:24 AM\",\"urgency_id\":\"5\",\"urgency_name\":\"\\\"Medium 2\\\"\",\"DescriptionShort\":\"This problem record is created by WEB-API\",\"reopenedremarks\":null,\"timezone\":\"(UTC + 05:00) TJT - Tajikistan Time\",\"gmt_timediff\":\"300\",\"RCA_DeadLine\":\"4/1/2021 10:09:00 AM\",\"actualtotalcost\":\"0.00\",\"estimatetotalcost\":\"0.00\",\"Planned_PIR_Date\":null,\"Actual_PIR_Date\":null,\"Review_Date\":null,\"reviewer_id\":\"0\",\"Reviewer_Name\":null,\"post_implementation_review\":null,\"reviewer_approval_status\":null,\"reviewer_remarks\":null,\"problem_reviewer_log\":null,\"RCA_Review_Date\":null,\"rca_reviewer_id\":\"0\",\"RCA_Reviewer_Name\":null,\"problem_type\":\"Reactive\",\"authorizerallapprovers\":\"2\",\"firstresolution_code_id\":\"0\",\"firstresolution_code\":null,\"riskregister\":null,\"IsPreAuthorizationEnabled\":\"False\",\"preauthorizerid\":\"0\",\"PreAuthorizerName\":null,\"PreAuthorizationDate\":null,\"preauthorizationstatus\":\"false\",\"preauthorizationremarks\":null,\"allpreauthorizerids\":null,\"requestor_id_imp\":\"0\",\"closed_by_imp\":\"0\",\"rca_submitter_id_imp\":\"0\",\"rca_approver_id_imp\":\"0\",\"reviewer_id_imp\":\"0\",\"rca_reviewer_id_imp\":\"0\",\"preauthorizerid_imp\":null,\"SLA_Window\":1,\"SLA_Name\":\"24/7\",\"RCA_MethodologyType\":\"Opt5WHY\",\"RCA_MethodologyTypeText\":\"5 Why Analysis\",\"RCA_Violation_Reason_ID\":0,\"RCA_Violation_Reason\":null,\"RCA_Violation_Name\":null,\"Resolution_Violation_Reason_ID\":0,\"Resolution_Violation_Reason\":null,\"Resolution_Violation_Reason_Name\":null,\"PendingReason_ID\":0,\"PendingReason\":null,\"Risk_ID\":1,\"Risk\":\"High\"} \"RCA_TypeDetails\":null, \"5WhyMasterStatus\":\"[{\"Value\":\"New\",\"Text\":\"New\"},{\"Value\":\"InProgress\",\"Text\":\"In-Progress\"},{\"Value\":\"Pending\",\"Text\":\"Pending\"},{\"Value\":\"Cancelled\",\"Text\":\"Cancelled\"},{\"Value\":\"Resolved\",\"Text\":\"Resolved\"},{\"Value\":\"OnHold\",\"Text\":\"On Hold\"},{\"Value\":\"NoSolutionAvailable\",\"Text\":\"No Solution Available\"}]\" \"5WhyDetails\":\"[]\" \"UserCommunicationConfig\":\"[]\" \"UserCommunication\":\"[{\"Title\":\"User Communication\",\"Content\":\"This is user communication\",\"Date\":\"2021-04-01 09:38:49\",\"UserName\":\"Soumya Kudtalkar\",\"UserType\":\"Analyst\",\"ChangeBy\":\"2\",\"ChangeByProfileImage\":\"\"}]\" \"PrivateLog\":\"[{\"Title\":\"Private Log\",\"Content\":\"This is PrivateLog\",\"Date\":\"2021-04-01 09:38:49\",\"UserName\":\"Andrew (Analyst)\",\"ChangeBy\":\"2\",\"ChangeByProfileImage\":\"\",\"UserType\":\"Analyst\"}]\" }}",
"TokenID": "707508674DCCFEF794B813B61086C6052F0D2885041912FA321D760457864F7758C0DA421AC2BE00E2DC8420C5307A63FFE23DC20256B983568567D7F4EC544124934022AA5B27B2FC7A196DAA8182B1264279672B2994CAFD43AA093D6452BBC9D41F90C93BAF541EAEFC4AA4634BAC79A9D5E28F96E89429BC58C4273858DEE3E2149BA063D9B44A05C4C040DEF6FC1A90F4EB",
"OrgID": 0,
"OutputObject": null,
"OutputID": 0,
"Input": null
}
Status and Error Codes
For more information, see Status and Error Messages