Common Problem

The Common Problem document is an XML schema that contains default fields for mapping Problem form values from one system to another.

A sample Common Problem looks like this:

<common_problem>
    <active />
    <activity_due/>
    <additional_assignee_list/>
    <approval />
    <approval_history/>
    <approval_set/>
    <assigned_to/>
    <assignment_group/>
    <attachments>
      <attachment>
         <data />
         <size_bytes />
         <file_name />
         <sys_id />
         <content_type />
      </attachment>
    </attachments>    
    <business_duration/>
    <business_service/>
    <calendar_duration/>
    <closed_at/>
    <closed_by/>
    <close_notes/>
    <cmdb_ci/>
    <comments/>
    <comments_and_work_notes/>
    <company/>
    <contact_type/>
    <correlation_display/>
    <correlation_id/>
    <delivery_plan/>
    <delivery_task/>
    <description />
    <due_date/>
    <escalation />
    <expected_start/>
    <follow_up/>
    <group_list/>
    <impact>3</impact>
    <incidents>
        <incident>
            <number />
            <opened_at />
            <category />
            <caller_id_name />
            <assigned_to_name />
            <short_description />
            <priority />
            <id />
            <state />
            <assignment_group_name />
        </incident>
    </incidents>
    <knowledge />
    <known_error />
    <location/>
    <made_sla />
    <number />
    <opened_at />
    <opened_by />
    <order/>
    <parent/>
    <priority />
    <problem_state />
    <problem_tasks>
        <problem_task>
            <cmdb_ci/>
            <assigned_to/>
            <state />
            <short_description />
            <assignment_group/>
            <number />
            <priority />
        </problem_task>
    </problem_tasks>
    <provider />
    <reassignment_count />
    <rejection_goto/>
    <related_incidents />
    <rfc/>
    <short_description />
    <sla_due/>
    <state />
    <sys_class_name />
    <sys_created_by />
    <sys_created_on />
    <sys_domain />
    <sys_domain_path />
    <sys_mod_count />
    <sys_tags/>
    <sys_updated_by />
    <sys_updated_on />
    <time_worked/>
    <upon_approval />
    <upon_reject />
    <urgency />
    <user_input/>
    <variables/>
    <watch_list/>
    <wf_activity/>
    <work_around/>
    <work_end/>
    <work_notes/>
    <work_notes_list/>
    <work_start/>
</common_problem>

Embedded records

Embedded records are fields in the Common Problem document that cannot be mapped by singular values. Instead, they are entirely different records included inside the Common Problem document to be created on the subscribing system. For example, the attachment field in the Common Problem is an embedded record that, when populated, will create a new attachment on the system receiving the Common Problem.