Retrieve Problem Request Details

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 NameHTTP 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 NameTypeDescriptionMandatory

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