Update Problem operation

The Update Problem operation updates 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.

If no value is specified for a particular element or the element is skipped, the associated field will not be updated.

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

Element

Definition

Required

<operation-name>

Specifies the name of the operation: update-problem

Yes

<model>

Contains the other elements in the request

Yes

<keys>

Contains elements that define the search criteria to find the record to be updated

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 to identify a record.

Valid value: Any unique string

Notes

  • The <id> element can be a child element of the <keys> and <instance> elements.
  • The <id> element is a required element in the <keys> element to locate the problem entry to be modified.
  • The <id> element is an optional element in the <instance> element to define the new desired value of the element.

No

<product-type>

Specifies the product type of the problem record

Valid value: Any valid product type

No

<subcategory>

Specifies the subcategory 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

For example: AUTO, CLIENT SECURITY, and so on

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

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

<affected-item>

Specifies the name of the affected item in the problem record

Valid values: Any valid value for <service>

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

Yes

<open>

Specifies whether the record is in an open state

The value of the <open> element is maintained by the HP Service Manager application.

Valid values:

  • true (default): Indicates that the record is open
  • false: Indicates that the record is closed

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

The <updated-by> field is maintained by the HP Service Manager application.

Valid value: Any string

Default value: The current user of the web service

No

<closed-by>

Specifies the person who closed the problem record

The <closed-by> field is maintained by the HP Service Manager application.

Valid value: Any string

Default value: The current user of the web service

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 and contains the same values as the <initial-impact> element.

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

Valid value: Any string

No

<work-around>

Specifies the solution of the problem record; is an array type element

Valid value: Any string

No

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

Sample adapter request for the Update Problem operation


 <hp-service-manager-request>
    <entity>problem</entity>
    <entity-type />
    <request>
      <operation-name>update-problem</operation-name>
      <parameters>
        <update-problem-request>
          <model>
            <keys>
              <id>
                <value>PM10073</value>
                <type>String</type>
              </id>
            </keys>
            <instance>
              <id>
                <value>PM10073</value>
                <type>String</type>
              </id>
              <product-type>
                <value>data or file incorrect</value>
                <type>String</type>
              </product-type>
              <subcategory>
                <value>data</value>
                <type>String</type>
              </subcategory>
              <problem-type>
                <value>problem</value>
                <type>String</type>
              </problem-type>
              <initial-impact>
                <value>4</value>
                <type>String</type>
              </initial-impact>
              <severity>
                <value>4</value>
                <type>String</type>
              </severity>
              <description>
                <type>Array</type>
                <description>
                  <element>
                    <value>description line 124</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>description line 2234</value>
                    <type>String</type>
                  </element>
                </description>
              </description>
              <assignment>
                <value>E-mail / Webmail (South America)</value>
                <type>String</type>
              </assignment>
              <status>
                <value>Status</value>
                <type>String</type>
              </status>
              <brief-description>
                <value>brief description3</value>
                <type>String</type>
              </brief-description>
              <root-cause>
                <type>Array</type>
                <root-cause>
                  <element>
                    <value>root cause line 13</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>root cause line 223</value>
                    <type>String</type>
                  </element>
                </root-cause>
              </root-cause>
              <update>
                <type>Array</type>
              <update>
                  <element>
                    <value>update line 314</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>update line 234</value>
                    <type>String</type>
                  </element>
                </update>
              </update>
              <open>
                <value>true</value>
                <type>Boolean</type>
              </open>
              <opened-by>
                <value>opened by</value>
                <type>String</type>
              </opened-by>
              <updated-by>
                <value>updated by</value>
                <type>String</type>
              </updated-by>
              <closed-by>
                <value>closed by</value>
                <type>String</type>
              </closed-by>
              <reopened-by>
                <value>reopened by</value>
                <type>String</type>
              </reopened-by>
              <priority-code>
                <value>1</value>
                <type>String</type>
              </priority-code>
              <sysmodcount>
                <value>2</value>
                <type>Decimal</type>
              </sysmodcount>
              <sysmoduser>
                <value>sysmoduser</value>
                <type>String</type>
              </sysmoduser>
              <assignee-name>
                <value>assignee name</value>
                <type>String</type>
              </assignee-name>
              <workaround>
                <type>workaround</type>
                <workaround>
                  <element>
                    <value>workaround line 12</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>workaround line 222</value>
                    <type>String</type>
                  </element>
                </workaround>
              </workaround>
              <affected-item>
                <value>Intranet / Internet (Africa)</value>
                <type>String</type>
              </affected-item>
            </instance>
          </model>
        </update-problem-request>
      </parameters>
    </request>
  </hp-service-manager-request>


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

Sample adapter response for the Update 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>PM10073</value>
                <type>String</type>
              </id>
            </keys>
            <instance>
              <id>
                <value>PM10073</value>
                <type>String</type>
              </id>
              <category>
                <value>BPPM</value>
                <type>String</type>
              </category>
              <assignment>
                <value>E-mail / Webmail (South America)</value>
                </assignment><type>String</type>
              </assignment>
              <status>
                <value>Status</value>
                <type>String</type>
              </status>
              <brief-description>
                <value>brief description3</value>
                <type>String</type>
              </brief-description>
              <description>
                <type>Array</type>
                <description>
                  <element>
                    <value>description line 124</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>description line 2234</value>
                    <type>String</type>
                  </element>
                </description>
              </description>
              <root-cause>
                <type>Array</type>
                <root-cause>
                  <element>
                    <value>root cause line 13</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>root cause line 223</value>
                    <type>String</type>
                  </element>
                </root-cause>
              </root-cause>
              <update>
                <type>Array</type>
                <update>
                  <element>
                    <value>update line 314</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>update line 234</value>
                    <type>String</type>
                  </element>
                </update>
              </update>
              <priority-code>
                <value>4</value>
                <type>String</type>
              </priority-code>
              <severity>
                <value>4</value>
                <type>String</type>
              </severity>
              <subcategory>
                <value>data</value>
                <type>String</type>
              </subcategory>
              <product-type>
                <value>data or file incorrect</value>
                <type>String</type>
              </product-type>
              <problem-type>
                <value>problem</value>
                <type>String</type>
              </problem-type>
              <workaround>
                <type>Array</type>
                <workaround>
                  <element>
                    <value>workaround line 12</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>workaround line 222</value>
                    <type>String</type>
                  </element>
                </workaround>
              </workaround>
              <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 (Africa)</value>
                <type>String</type>
              </affected-item>
              <uniquequery>id="PM10073"</uniquequery>
              <recordid>PM10073 - BPPM - Status - brief description3</recordid>
            </instance>
          </model>
          <messages>
            <element>
              <value>Problem PM10073 has been updated by falcon.</value>
            </element>
          </messages>
          <status>SUCCESS</status>
          <message>Success</message>
          <schema-revision-date>2010.02.01 00:00:00</schema-revision-date>
          <schema-revision-level>3</schema-revision-level>
          <return-code>0</return-code>
        </parameters>
      </item>
    </response>
  </responses>
</hp-service-manager-response>
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