Find Problem operation

The Find Problem operation retrieves a problem record.

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

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

Element	Definition	Required
`<operation-name>`	Specifies the name of the operation: `retrieve-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. Valid value: Any unique string Default value: An autogenerated unique string	No
`<product-type>`	Specifies the product type of the problem record	No
`<subcategory>`	Specifies the subcategory of the problem record	No
`<problem-type>`	Specifies the 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 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 For example: AUTO, CLIENT SECURITY, and so on	No
`<category>`	Specifies the category of the problem record Valid value: Any string	No
`<status>`	Specifies the status of the problem record The `<status>` element is set by the HP Service Manager application. Valid values: open (default) closed updated assigned work-in-progress cancelled	No
`<brief-description>`	Specifies a brief description of the problem record Valid value: Any string	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 change record is in an open state Valid values: true (default): Indicates that the change record is open false: Indicates that the change record is closed	No
`<open-time>`	Specifies the time when the problem record was opened Valid value: Date and time format	No
`<opened-by>`	Specifies the person who opened the problem record Valid value: Any string Default value: The current user of the web service	No
`<updated-by>`	Specifies the person who last updated the problem record This field is maintained by the HP Service Manager application. Valid value: Any string Default value: The current user of the web service	No
`<update-time>`	Specifies the time when the record was updated Valid value: Date and time format	No
`<closed-by>`	Specifies the person who closed the problem record This field is maintained by the application. Valid value: Any string Default value: The current user of the web service	No
`<close-time>`	Specifies the date and time when the record was closed Valid value: Date and time in the YYYY.MM.DD HH:MM:SS format	No
`<reopened-by>`	Specifies the person who reopened the problem record Valid value: Any string	No
`<reopen-time>`	Specifies the time when the record was reopened Valid values: Date and time format	No
`<priority-code>`	Specifies the priority code of the problem record This element is maintained by the HP Service Manager application and contains the same values as the `<initial-impact>` element.	No
`<sysmodtime>`	Specifies the system time when the record was last modified Valid value: Any input in date and time format	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 name of the person to whom the problem record is assigned Valid value: Any string	No
`<work-around>`	Specifies the solution for the problem; is an array-type element Valid value: Any string	No

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

Sample adapter request for the Find Problem operation


 <hp-service-manager-request>
    <entity>problem</entity>
    <entity-type />
    <request>
      <operation-name>retrieve-problem</operation-name>
      <parameters>
        <retrieve-problem-request>
          <model>
            <keys>
              <id>
                <value>PM10034</value>
                <type>String</type>
              </id>
            </keys>
            <instance></instance>
          </model>
        </retrieve-problem-request>
      </parameters>
    </request>
  </hp-service-manager-request>

The following figure describes an adapter response for the Find Problem operation.

Sample adapter response for the Find Problem operation


<hp-service-manager-response>
  <metadata>
    <count>1</count>
  </metadata>
  <responses>
    <response>
      <metadata>
        <count>1</count>
      </metadata>
      <item>
        <metadata>
          <status>success</status>
        </metadata>
        <parameters>
          <model>
            <keys>
              <id>
                <value>PM10034</value>
                <type>String</type>
              </id>
            </keys>
            <instance>
              <id>
                <value>PM10034</value>
                <type>String</type>
              </id>
              <category>
                <value>BPPM</value>
                <type>String</type>
              </category>
              <assignment>
                <value>Field Support (Europe)</value>
                <type>String</type>
              </assignment>
              <status>
                <value>Closed</value>
                <type>String</type>
              </status>
              <brief-description>
                <value>test-title</value>
                <type>String</type>
              </brief-description>
              <description>
                <type>Array</type>
                <description>
                  <element>
                    <value>test-desc</value>
                    <type>String</type>
                  </element>
                </description>
              </description>
              <open-time>
                <value>2010.01.29 15:28:18</value>
                <type>DateTime</type>
              </open-time>
              <priority-code>
                <value>3</value>
                <type>String</type>
              </priority-code>
              <severity>
                <value>3</value>
                <type>String</type>
              </severity>
              <subcategory>
                <value>hardware</value>
                <type>String</type>
              </subcategory>
              <product-type>
                <value>hardware failure</value>
                <type>String</type>
              </product-type>
              <problem-type>
                <value>problem</value>
                <type>String</type>
              </problem-type>
              <incident-category>
                <value>problem</value>
                <type>String</type>
         </incident-category>
              <initial-impact>
                <value>4</value>
                <type>String</type>
              </initial-impact>
              <affected-item>
                <value>Intranet / Internet (Europe)</value>
                <type>String</type>
              </affected-item>
              <uniquequery>id="PM10034"</uniquequery>
              <recordid>PM10034 - BPPM - Closed - test-title</recordid>
            </instance>
          </model>
          <status>SUCCESS</status>
          <message>Success</message>
          <schema-revision-date>2010.02.02 00:00:00</schema-revision-date>
          <schema-revision-level>2</schema-revision-level>
          <return-code>0</return-code>
        </parameters>
      </item>
    </response>
  </responses>
</hp-service-manager-response>

Find Problem operation

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