Feature released in SummitAI IT Service Management (Problem Management, Tahoe)

What's New?

In the Problem Management module, a new PM_GetApprovalStatusSummaryCount API is introduced and few APIs are enhanced for better usability.

API Name: PM_GetApprovalStatusSummaryCount

Now, new API PM_GetApprovalStatusSummaryCount introduced is used to display the Status Summary Count of Approval Problem Record. For more information, see Get Status Summary Count of Approve PR.

Enhanced APIs

The following APIs are enhanced in the Problem Management:

PM_GetApproveProblemRecords
PM_ProblemRecordApproval
PM_GetProblemRecordDetails

API Name: PM_GetApproveProblemRecords

The PM_GetApproveProblemRecords API is enhanced to provide the following in the response:

Requestor name in the Problem Record list.
Response of the records are filtered based on PRID, Caller, Assigned To, Description, Symptom, Category, RCA, and so on (All fields available in the UI based on the configuration) and displayed in the response.
Details of Preauthorization (enabled or disabled).
Details of Authorize/Approve (enabled or disabled).

Added the following fields in the Response

RequestorName
IsPreAuthorizationEnabled
CanApproverOrReject

In the API request the “TextSearch” parameter is added, you can also specify your keyword that you would like to search and filter the response based on that.

API Name: PM_ProblemRecordApproval

The PM_ProblemRecordApproval API is enhanced to save the information such as, General Tab, Root Cause Analysis Tab, Cost Tab, Diagnostics Tab, Relationship Tab, Custom Attributes, and Multi-valued Attribute fields. These information can be updated using the API.

Now, the following fields mentioned in the table from the Problem Record Details page can be updated using the API:

Tab	User Interface Field Name	Parameter
General	Impact	“Impact_Id”
	Urgency	“Urgency_Id”
	Classification	“Classification_Id”
	Category	“Category_Id”
	Problem Record Type	“RecordType” Example, “RecordType”: “Proactive” \| “Reactive”
	Workgroup	“Assigned_Workgroup_Id”
	Assigned To	“Assigned_Executive_Id”
	Exists	“Work_Around_Exists”
	Details	“Work_Around_Details”
Root Cause Analysis	Submitter	“RCA_Submitter_Emp_Id”
	Type	“Type_Id”
	Category	“Category”
	Details	“Details”
	Actual Y/N	“Actual”
	Note: If you provide a “UID” row, it will update the existing record. If you want to add a new record, avoid providing the “UID” row.
Cost	Currency ID	“CurrencyId”
	Estimated Cost	“EstimateCostsList”
	Actual Cost	“ActualCostsList”
Diagnostics	Activity	“DiagnosticsList” Example, "DiagnosticsList": [ { "Activity": "just for test DiagnosticsList 1", "Result": "test Diagnostics Result", "Attachment_Name": "abc.txt" }, { "Activity": "just for test DiagnosticsList 2", "Result": "test Diagnostics Result 2", "Attachment_Name": "xyz.txt" } ],
	Result
	Note: For Attachments it is used different API. (while passing the Row ID and PR ID, you can upload the attachment).
Relationship	Through API we can link the multiple Workorder, Incident, Problem Record, Change Record etc., by providing the ID and Type.
Custom Attributes Section	Note: In the “Value” you should provide the ID and not the label, same applies for Multi-valued attributes. See sample API for reference.

Sample Response

Request:
{
    "ServiceName": "PM_ProblemRecordApproval",
    "objCommonParameters": {
        "_ProxyDetails": {
            "Password": "xxxxxxxxx",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "UserName": "xxxxxxxxxx",
            "OrgID": "1"
        },
        "objPM_Problem_Ticket": {
            "Instance": "Info",
            "Problem_Ticket_Id": xxxx,
            "Description": "NEW",
            "Approval_Status": "authorize",
            "Approver_Emp_Id": 1,
            "Details": "",
            "Impact_Id": 0,
            "Urgency_Id": 0,
            "Classification_Id": 0,
            "Category_Id": 0,
           "RecordType": “Proactive”,
            "Assigned_Workgroup_Id": 0,
            "SLA_Window": 0,
            "Assigned_Executive_Id": 0,
            "Work_Around_Exists": false,
            "Work_Around_Details": "",
            "RCA_Submitter_Emp_Id": 1,
            "Resolution_Deadline":"2021-02-24 01:40:00",
            "ResolutionDate":"2021-02-24 01:40:00",
            "RCA_Deadline":"2021-02-24 01:40:00",
            "RelationList": [
                {
                    "ID": "xxxxx",
                    "Type": "IM"
                },
                {
                    "ID": "xxxxx",
                    "Type": "IM"
                }
            ],
            "EstimateCostsList": [
                {
                    "Cost": 20.0,
                    "Description": "test cost1",
                    "CurrencyId": 1,
                    "CostType": "Estimated"
                }
                
            ],
            "ActualCostsList": [
                {
                    "Cost": 20.0,
                    "Description": "test Actual cost1",
                    "CurrencyId": 1,
                    "CostType": "Actual"
                }
            ],
            "DiagnosticsList": [
                {
                    "Activity": "just for test DiagnosticsList 1",
                    "Result": "test Diagnostics Result",
                    "Attachment_Name": "abc.txt"
                },
                {
                    "Activity": "just for test DiagnosticsList 2",
                    "Result": "test Diagnostics Result 2",
                    "Attachment_Name": "xyz.txt"
                }
            ],
            "RCA_List": [
                {
                    "UID":35,
                    "Type_Id": 3,
                    "Category": "xxxx",
                    "Details": "test RCA List update1",
                    "Actual": true
                },
                {
                    "UID":36,
                    "Type_Id": 4,
                    "Category": "xxxxx",
                    "Details": "test RCA List 2",
                    "Actual": false
                }
            ],
            "CustomFields": [
                {
                    "ID": 38,
                    "Name": "xxxxx",
                    "Value": "xxxxx",
                    "AttributeSource": ""
                },
                {
                    "ID": 39,
                    "Name": "xxxxx",
                    "Value": "xxxxx",
                    "AttributeSource": ""
                }
            ],
            "MVCustomFields": [
                {
                    "RowID": 1,
                    "GroupID": "7",
                    "Active": true,
                    "AttributeValues": [
                        {
                            "AttributeID": 40,
                            "Value": "MVtest21"
                        },
                        {
                            "AttributeID": 41,
                            "Value": "item1"
                        }
                    ]
                },
                {
                    "RowID": 2,
                    "GroupID": "7",
                    "Active": true,
                    "AttributeValues": [
                        {
                            "AttributeID": 40,
                            "Value": "MVtest52"
                        },
                        {
                            "AttributeID": 41,
                            "Value": "item2"
                        }
                    ]
                }
            ]
        },
        "RequestType": ""
    }
}
Response:
{
    "Errors": "",
    "Input": null,
    "Message": "The Problem Record ID - xxxx is updated successfully.",
    "OrgID": 0,
    "Output": "The Problem Record ID - xxxx is updated successfully.",
    "OutputID": 0,
    "OutputObject": null,
    "TokenID": "19B0580C527424CEA97A9EAD44AAD58835182F7C834B1B4B211024F5BD424345147C858C85C3404F6993CD1F4D8B0642EF75213216E8081CA6510B9E25
FDD7CA60EA94BE7F86AFF64566F4F40A685106966CA4D603FB629BABCBA491BB0F5426F426592BC20BADA2457DDE332B0143D875447D7704439CFFB829A96BAAAD3F749D4712B3"
}

API Name: PM_GetProblemRecordDetails

The PM_GetProblemRecordDetails API is enhanced to save the information such as, General Tab, Root Cause Analysis Tab, Cost Tab field drop-down values using the API.

Now, the following fields mentioned in the table are included from the Problem Record Details page, these fields can be updated using the API under “DropDownValues” section:

Tab	User Interface field name	Parameter
General	Assigned To	“AssignedTo”
	Category	“Category”
	Classification	“Classification”
	Impact	“Impact”
	Priority	“Priority”
	Problem Record Type	“Problem_Record_Type”
	Urgency	“Urgency”
	Workgroup	“Workgroup”
	Source	“Source”
	Risk	“Risk”
	Service Window	“ServiceWindow”
Cost	Currency	“Currency”
Root Cause Analysis	RCA Type	“RCA_Type”

API Enhancements in Problem Management

What's New?