The Common Problem document is an XML schema that contains default fields for mapping Problem form values from one system to another. The common problem format mirrors what one would see in an ITIL view of the Problem form with related lists expressed in embedded XML form.
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.
