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 />
<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.
These are the supported embedded records in Common Problem:
Attachment Embedded Record
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.
| Table Map Source Field | Definition |
|---|---|
| data | Attachment data in an encoded string format |
| size_bytes | Measurement of how much the attachment data contains |
| file_name | Name of the attached file |
| sys_id | Unique record identifier of the attachment |
| content_type | Attachments content type (i.e jpeg, png, txt, etc.) |
Incident Record
The incident field in the Common Problem is an embedded record that, when populated, will create a new incident on the system receiving the Common Problem.
| Table Map Source Field | Definition |
|---|---|
| number | Record number of incident |
| opened_at | Date the incident is opened |
| category | Categorization of incident |
| caller_id_name | Name of the caller |
| assigned_to_name | Name of the user the incident is assigned to |
| short_description | Short description of incident |
| priority | Priority of incident |
| id | Record identifier of the incident |
| state | State of the incident |
| assignment_group_name | Name of the assignment group assigned to the incident |
Problem Task Record
The problem task field in the Common Problem is an embedded record that, when populated, will create a new problem task on the system receiving the Common Problem.
| Table Map Source Field | Definition |
|---|---|
| cmdb_ci | Unique record identifier of the configuration item |
| assigned_to | User the problem is assigned to |
| state | State of the problem |
| short_description | Short description of problem |
| assignment_group | Unique record identifier of the assignment group record |
| number | Record number of problem |
| priority | Priority of problem |
