Close Problem operation

The Close Problem operation closes a problem record.

The following table describes the elements of the <items> XML element and the adapter request. If the valid value for an element is not specified, the valid value must be assumed to be a string.

Elements for the <items> XML element and adapter request for the Close Problem operation

Element	Definition	Required
`<operation-name>`	Specifies the name of the operation: `close-problem`	Yes
`<model>`	Contains the other elements in the request	Yes
`<keys>`	Contains elements that uniquely identify a record	Yes
`<instance>`	Specifies a unique record The children of the `<instance>` element describe the fields of the record. The only two higher-level elements are `<keys>` and `<instance>`. All other elements are child elements of the `<instance>` element.	Yes
`<id>`	Specifies the ID of the problem record The `<id>` element must be used as the key.	Yes
`<incident-category>`	Specifies the category of incident the problem record	No
`<subcategory>`	Specifies the subcategory of the problem record Valid values: Business Applications Additions & Changes Facilities Changes Installations Moves Additions & Changes Network Changes Other Changes Procurement changes Security Changes Service Desk Changes Shared Infrastructure Changes Telecoms Changes Training Changes User Administration changes	No
`<product-type>`	Specifies the product type of the problem record	No
`<problem-type>`	Specifies the problem type of the problem record	No
`<initial-impact>`	Specifies the initial impact of the problem record Valid values: 1: Enterprise 2: Site/Dept 3: Multiple User 4: User	No
`<severity>`	Specifies the level of urgency or severity of the problem record Valid values: 1: critical 2: high 3: average 4: low	No
`<description>`	Specifies a description of the problem record; is an array-type element	No
`<assignment>`	Specifies the assignment of the problem record	No
`<ticket-owner>`	Specifies the owner of the ticket for the problem record	No
`<category>`	Specifies the category of the problem record Valid value: Any string	No
`<status>`	Specifies the status of the problem record You cannot edit the `<status>` element.	No
`<logical-name>`	Specifies the logical name to identify the problem record	No
`<brief-description>`	Specifies a brief description of the problem record Valid value: Any string Note The `<brief-description>` field is optional in the WebService API but is required in the application. If you do not specify the value for `<brief-description>`, the adapter request does not generate an error. However, it is a required field for the application. Therefore, BMC recommends that you provide a value for the `<brief-description>` element.	No
`<root-cause>`	Specifies the root cause for the problem record; is an array-type element	No
`<update>`	Specifies the update status of the problem record; is an array-type element	No
`<open>`	Specifies whether the problem record is open Valid value: true, false	No
`<open-time>`	Specifies the date and time when the problem record was opened or created Valid value: Date and time format	No
`<opened-by>`	Specifies the person who opened the problem record Valid value: Any string	No
`<update-time>`	Specifies the date and time when the problem record was updated Valid value: Date and time format You cannot edit this field.	No
`<updated-by>`	Specifies the person who last updated the problem record This field is maintained by the HP Service Manager application.	No
`<close-time>`	Specifies the date on which the record was closed The value of the `<close-time>` element is specified by the HP Service Manager application in the YYYY.MM.DD HH:MM:SS format. For example, 2008.11.01 08:00:00. You cannot specify your input to set the `<close-time>` field. However, you can use the `<close-time>` field to retrieve a record.	No
`<closed-by>`	Specifies the person who closed the problem record The `<closed-by>` element is maintained by the HP Service Manager application.	No
`<reopen-time>`	Specifies the time when the record was reopened Valid values: Date and time format	No
`<reopened-by>`	Specifies the person who reopened the problem record Valid value: Any string	No
`<priority-code>`	Specifies the priority code of the problem record The `<priority-code>` element is maintained by the HP Service Manager application.	No
`<sysmodtime>`	Specifies the system time when the record was last modified Valid value: Any input in date and time format The `<sysmodtime>` element is maintained by the HP Service Manager application.	No
`<sysmodcount>`	Specifies the number of times the record was modified Valid value: Any integer Default value: 0 The `<sysmodcount>` element is maintained by the HP Service Manager application.	No
`<sysmoduser>`	Specifies the user name that last modified the record Valid value: Any string Default value: The current user of the service The `<sysmoduser>` element is maintained by the HP Service Manager application.	No
`<assignee-name>`	Specifies the assignee of the problem record	No
`<company>`	Specifies the name of the company associated with the record	No
`<dump>`	Specifies the dump related to the problem record	No
`<resolution>`	Specifies the resolution for the problem record	No
`<work-around>`	Specifies the work around for the problem	No
`<current-phase>`	Specifies the current phase of the problem record Valid values: Application: Design CI Group: CIGroupDesign HW Server: HW Server Hardware: HW Spec MAC: Analysis RFC: Assessment RFC: Advanced: 1.Assess Release Management: Assess Security: SecApproval Any string	No
`<incident-count>`	Specifies the incident count of the problem record Valid values: Any integer	No
`<future-impact>`	Specifies the future impact of the problem record	No
`<impact>`	Specifies the impact of the problem record	No
`<users-affected>`	Specifies the number of users that are affected by the problem record Valid value: Any integer	No
`<problem-start-time>`	Specifies the start time for the problem record Valid value: Date and time format	No
`<expected-resolution-time>`	Specifies the expected resolution time of the problem record Valid value: Date and time format	No
`<frequency>`	Specifies the frequency of the problem record	No
`<proposed-solution>`	Specifies the proposed solution of the problem record	No
`<review-notes>`	Specifies the review notes related to the problem record	No
`<cause-code>`	Specifies the code for the cause of the problem record	No
`<affected-ci>`	Specifies the affected configuration item of the problem record	No
`<ci-device-name>`	Specifies the configuration item device name related to the problem record	No
`<ci-device-type>`	Specifies the device type of the configuration item related to the problem record	No
`<ci-assign-group>`	Specifies the group assigned to the configuration item related to the problem record	No
`<ci-location>`	Specifies the location of the configuration item related to the problem record	No
`<affected-companies>`	Specifies the companies that are affected related to the problem record	No
`<affected-ci-count>`	Specifies the count of affected configuration items related to the problem record Valid value: Any integer	No
`<last-task-no>`	Specifies the previous task number for the problem record Valid value: Any integer	No
`<agreement-id>`	Specifies the agreement ID of the problem record Valid value: Any integer	No
`<contract-id>`	Specifies the contract ID of the problem record Valid value: Any integer	No
`<sla-breach>`	Specifies the whether the Service Level Agreement (SLA) related to the problem record was breached Valid values: true, false	No
`<next-breach>`	Specifies the date and time of the next SLA breach Valid value: Date and time in the YYYY.MM.DD HH:MM:SS format	No

The following figure displays a sample adapter request for the Close Problem operation.

Sample adapter request for the Close Problem operation


 <hp-service-manager-request>
    <entity>problem</entity>
    <entity-type />
    <request>
      <operation-name>close-problem</operation-name>
      <parameters>
        <close-problem-request>
          <model>
            <keys>
              <id>
                <value>PM-10037</value>
                <type>String</type>
              </id>
            </keys>
            <instance></instance>
          </model>
        </close-problem-request>
      </parameters>
    </request>
  </hp-service-manager-request>

The following figure displays an adapter response for the Close Problem operation.

Sample adapter response for the Close Problem operation


<hp-service-manager-response>
  <metadata>
    <count>1</count>
  </metadata>
  <responses>
    <response>
      <metadata>
        <count>1</count>
      </metadata>
      <item>
        <metadata>
          <status>error</status>
          <error>No (more) records found...</error>
        </metadata>
        <parameters>
          <model>
            <keys>
              <id>
                <value>PM-10037</value>
                <type>String</type>
              </id>
            </keys>
            <instance>
              <id>
                <value>PM-10037</value>
                <type>String</type>
              </id>
              <uniquequery>id="PM-10037"</uniquequery>
              <recordid>PM-10037 -  -  - </recordid>
            </instance>
          </model>
          <status>FAILURE</status>
          <message>No (more) records found</message>
          <schema-revision-date>2010.02.02 00:00:00</schema-revision-date>
          <schema-revision-level>5</schema-revision-level>
          <return-code>9</return-code>
        </parameters>
      </item>
    </response>
  </responses>
</hp-service-manager-response>

Close Problem operation

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