ITPROBLEM: Problem
IT problem management record for tracking root causes of recurring incidents, workarounds, and known errors to prevent future outages.
Default definition. This article describes the default
ITPROBLEM definition shipped with DemandFlow. Administrators can add, remove, rename, or re-type fields, change which ones are required, and alter the layout from the Definitions screen in Settings. Your tenant's current schema may differ from what is shown here. To read the current definition at any time, GET the DEFINITION object whose id matches ITPROBLEM.Entity properties
| Property | Value |
|---|---|
| Entity code | ITPROBLEM |
| Display name | Problem |
| Plural | Problems |
| Level | 50800 |
Use cases
ITPROBLEM implements ITIL problem management. The workflow is New → Investigating → Root Cause Identified → Known Error → Resolved → Closed. The Mark as Known Error toolbar button sets the status and knownError flag, confirming the problem is documented with a workaround.
Fields
Problem Information
| Field | Type | Required | Notes |
|---|---|---|---|
ref | text | Ref. | |
name | text | Yes | Problem ID. |
subject | text | Yes | Subject. |
description | text (multi-line) | Yes | Description. |
status | enum | Yes | Valid ids: 1 (New), 2 (Investigating), 3 (Root Cause Identified), 4 (Known Error), 5 (Resolved), 6 (Closed). |
priority | enum | Yes | Valid ids: 1 (Critical), 2 (High), 3 (Medium), 4 (Low). |
Classification
| Field | Type | Required | Notes |
|---|---|---|---|
category | enum | Valid ids: 1 (Hardware), 2 (Software), 3 (Network), 4 (Access/Permissions), 5 (Email), 6 (Security), 7 (Infrastructure), 8 (Other). | |
impact | enum | Valid ids: 1 (Organisation-wide), 2 (Department), 3 (Multiple Users), 4 (Single User). | |
service | reference → ITSVC | Affected Service. |
Assignment
| Field | Type | Required | Notes |
|---|---|---|---|
assignedTo | reference → user | Assigned To. | |
assignedGroup | text | Assigned Group. | |
reportedBy | reference → user | Reported By. | |
reportedDate | datetime | Reported Date. |
Root Cause
| Field | Type | Required | Notes |
|---|---|---|---|
rootCause | text (multi-line) | Root Cause. | |
rootCauseCategory | enum | Valid ids: 1 (Hardware Failure), 2 (Software Bug), 3 (Configuration Error), 4 (Human Error), 5 (External Factor), 6 (Design Flaw), 7 (Unknown). | |
identifiedDate | datetime | Identified Date. |
Workaround
| Field | Type | Required | Notes |
|---|---|---|---|
workaround | text (multi-line) | Workaround. | |
workaroundAvailable | enum | Valid ids: 1 (Yes), 0 (No). | |
workaroundEffectiveness | enum | Valid ids: 1 (High), 2 (Medium), 3 (Low), 4 (None). |
Resolution Details
| Field | Type | Required | Notes |
|---|---|---|---|
resolutionSummary | text (multi-line) | Resolution Summary. | |
resolutionDate | datetime | Resolution Date. | |
knownError | enum | Valid ids: 1 (Yes), 0 (No). | |
knownErrorId | text | Known Error ID. |
Related
| Field | Type | Required | Notes |
|---|---|---|---|
relatedChange | reference → ITCHANGE | Related Change Request. | |
affectedAsset | reference → ITASSET | Affected Asset. |
Additional panels
- Activity timeline panel attached.
Relationships
- Lookups:
servicepoints at aITSVCrecord;relatedChangepoints at aITCHANGErecord;affectedAssetpoints at aITASSETrecord;assignedTopoints at a user;reportedBypoints at a user. - Related lists:
TICKET.
Creating a Problem via the API
POST /v1/objects
Authorization: Bearer <your-pat>
Content-Type: application/json
{
"entity": "ITPROBLEM",
"level": 50800,
"comboKey": "SUB:<your-sub-id>|ENT:",
"name": "Example",
"subject": "...",
"description": "...",
"status": "1"
}Listing Problems
# All records in your tenant
GET /v1/entities/ITPROBLEM/SUB:<your-sub-id>