This documentation supports the 9.0 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Problem Management integrations

This topic describes the functions associated with the following Problem Management subsystems:

  • Problem Investigation
  • Known Error
  • Solution Database

The following table provides a list of the available web services for each Problem Management subsystem:

Available web services

The following list displays the available web services for each subsystem.

Problem Investigation

  • Problem_Submit_Service
  • Problem_Modify_Service
  • Problem_Query_Service and Problem_QueryList_Service
  • GetListOfRelatedProblems function
  • Problem _GetWorkInfoList function

Known Error

  • KnownError_Submit_Service
  • KnownError_Modify_Service
  • KnownError_Query_Service and KnownError_QueryList_Service
  • KnownError_GetWorkInfoList function
  • GetListOfRelatedKnownErrors function

Solution Database

  • Solution_Submit_Service
  • Solution_Modify_Service
  • Solution_AddKeyword_Service
  • Solution_Query_Service and Solution_QueryList_Service

You can also add a work information entry at the time you create or modify any of these records. In the Solution module, you can also add keywords to a Solution record.

When using web services, you can query one, or a set of records from each sub-system.


The mappings on the PBM:ProblemInterface_Create form are shared among the Problem Management sub-systems, and therefore you should be cautious about which keywords you send into the action field.

The following is a list of the web service functions available for Problem Management. These functions are described in the sections that follow.

  • Submit (submit with work information, add a keyword in solution database)
  • Modify (modify with work information, add a keyword in solution database)
  • Query/Query List
  • Add Keyword Service (Solution database sub-system only)
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