> Continuous Process Improvement > Problem Management > Freshservice > Data Template

Your Problem Management Data Template

Freshservice

Problem Management Attributes (20) Problem Management Activities (15) Extraction Guides (3)

Your Problem Management Data Template

This template provides a comprehensive framework to map your problem lifecycle in Freshservice, allowing you to identify bottlenecks in root cause analysis and workaround creation. It outlines the essential attributes and activities needed to build a robust event log for process mining. By following this guide, you can streamline your extraction process and focus on improving IT service stability.

Critical attributes for deeper root cause analysis
Standardized activity mapping for the problem lifecycle
Technical guidance for Freshservice data extraction

New to event logs? Learn how to create a process mining event log.

Download Template

Problem Management Attributes

These recommended data fields provide the necessary context for your event log to enable a detailed analysis of your problem management performance.

3 Required 10 Recommended 7 Optional

	Name	Description
	Activity ActivityName	The specific event or action performed on the problem record.
Description This attribute describes the step within the process lifecycle, such as 'Problem Logged', 'Root Cause Identified', or 'Support Group Changed'. It is the core component for process discovery algorithms to map the sequence of work. In analysis, this field determines the nodes in the process map and is essential for identifying rework loops, skipped steps, and process variants. Why it matters It defines the 'what' of the process execution and is mandatory for process map generation. Where to get Derived from Freshservice 'Activities' or 'Audit Log' endpoints. Examples Problem LoggedPriority UpdatedStatus Changed to Resolved
	Problem Record ProblemNumber	The unique alphanumeric identifier assigned to the problem record (e.g., PRB-10234).
Description This attribute serves as the central Case ID for the process mining analysis. It uniquely identifies a specific problem investigation within Freshservice, linking all related activities, events, and changes. It is used to group individual audit log entries into a coherent process instance. In analysis, this identifier allows users to drill down from high-level aggregations into specific problem journeys to understand the exact sequence of events that occurred. Why it matters It is the fundamental key for reconstructing the process flow and is required to uniquely identify each case. Where to get Freshservice API 'Problem' object, field 'display_id'. Examples PRB-10023PRB-10045PRB-11201
	Timestamp EventTimestamp	The exact date and time when the activity occurred.
Description This attribute records when a specific event took place in the system. It allows the process mining engine to order events chronologically and calculate durations between steps. In analysis, this data provides the basis for all time-based KPIs, such as throughput time, lead time analysis, and bottleneck identification. Why it matters It establishes the timeline of events, enabling cycle time calculation and process ordering. Where to get Freshservice API 'created_at' or 'updated_at' fields within the activity stream. Examples 2023-10-15T08:30:00Z2023-10-15T09:15:22Z2023-10-16T14:00:00Z
	Assigned Agent AgentName	The name of the service desk agent currently assigned to the problem.
Description This attribute identifies the individual responsible for investigating or resolving the problem. It enables resource analysis and performance monitoring. In analysis, it helps identify workload distribution and specific individuals who may be overloaded or particularly efficient at RCA. Why it matters Key for resource analysis and organizational mining. Where to get Freshservice API 'Problem' object, field 'responder_id' (requires lookup to Agent table). Examples Alice SmithBob JonesSystem Admin
	Department DepartmentName	The department of the user who reported the problem or is primarily affected.
Description This attribute identifies the business unit impacted by the problem. In analysis, it helps segment the 'Critical Problem SLA Performance' to see if certain departments are receiving slower service than others. Why it matters Provides organizational context for the impact of problems. Where to get Freshservice API, via requester lookup to Department table. Examples FinanceHRIT
	Is Reopened IsReopened	A flag indicating if the problem record was ever moved from a closed state back to open.
Description This boolean attribute is calculated by checking the activity history for transitions from a terminal state back to an active state. In analysis, it supports the 'Problem Record Reopening Trends' dashboard, serving as a key quality indicator for the resolution process. Why it matters Primary indicator of false-positive resolutions and rework. Where to get Calculated from the event log (ActivityName). Examples truefalse
	Linked Incidents RelatedIncidentCount	The number of incident records linked to this problem.
Description This attribute counts how many individual incidents are associated with the problem record. It serves as a proxy for the volume of user disruption. In analysis, this is used for the 'Incident Linkage Density' KPI to verify if problems are actually reducing incident volume. Why it matters Indicates the magnitude of the problem's effect on the help desk. Where to get Freshservice API, count of 'associated_incidents' array. Examples 05120
	Priority ProblemPriority	The priority level assigned to the problem (e.g., Low, Medium, High, Urgent).
Description This attribute indicates the relative importance and urgency of the problem record. It is usually determined by a matrix of Impact and Urgency. In analysis, this field is crucial for segmentation. It allows analysts to compare cycle times and SLA adherence between critical issues and minor defects. Why it matters Essential for filtering and prioritizing analysis on high-impact issues. Where to get Freshservice API 'Problem' object, field 'priority'. Examples LowMediumHighUrgent
	Root Cause Category RootCauseCategory	The classification of the underlying cause identified for the problem.
Description This attribute categorizes why the problem occurred, such as 'Software Bug', 'Configuration Error', or 'Human Error'. It is populated after the RCA phase. In analysis, this is used for the 'Root Cause Categorization Quality' dashboard to identify systemic weaknesses in the infrastructure. Why it matters Essential for trend analysis and identifying areas for proactive improvement. Where to get Freshservice API 'Problem' object. Often a custom field or 'root_cause' text field depending on configuration. Examples Software FailureConfiguration ErrorHardware Malfunction
	SLA Breached IsSlaBreached	A flag indicating if the problem record missed its service level agreement target.
Description This boolean attribute is true if the problem resolution time exceeded the defined policy. In analysis, this drives the 'Critical Problem SLA Performance' dashboard, helping identify which teams or categories struggle most with timeliness. Why it matters Direct measure of process compliance and performance. Where to get Freshservice API, derived from 'sla_policy' or 'sla_breached' flags. Examples truefalse
	Status ProblemStatus	The current lifecycle state of the problem (e.g., Open, Change Requested, Resolved).
Description This attribute tracks the progress of the problem through its workflow. Changes in this field trigger standard process activities. In analysis, it serves as the primary filter for distinguishing between active and completed work and allows for WIP (Work In Progress) analysis. Why it matters Defines the state of the case and is used to calculate flow statistics. Where to get Freshservice API 'Problem' object, field 'status'. Examples OpenPending ChangeResolvedClosed
	Support Group SupportGroup	The technical team or group assigned to handle the problem.
Description This attribute represents the team ownership of the problem record. Transfers between groups are a major source of delay in Problem Management. In analysis, this field is used to generate the 'Support Group Transfer Heatmap' and identify ping-pong behavior between teams. Why it matters Critical for analyzing handovers and identifying siloed bottlenecks. Where to get Freshservice API 'Problem' object, field 'group_id' (requires lookup to Groups table). Examples Database TeamNetwork OperationsApplication Support
	Time to RCA TimeToRootCause	The duration from problem creation to the identification of the root cause.
Description This duration attribute is calculated by measuring the time difference between the 'Problem Logged' event and the 'Root Cause Identified' event. In analysis, it feeds the 'Mean Time to Root Cause Identification' KPI, highlighting the efficiency of the diagnostic phase. Why it matters Measures the speed of the investigation phase specifically. Where to get Calculated from event timestamps. Examples 48 hours3 days45 minutes
	Due Date DueDate	The target date by which the problem record is expected to be resolved.
Description This attribute holds the deadline for the problem, often set by SLA policies or manually by a manager. In analysis, comparing this date to the actual resolution date provides insight into planning accuracy and realistic expectation setting. Why it matters Reference point for on-time delivery analysis. Where to get Freshservice API 'Problem' object, field 'due_by'. Examples 2023-12-31T17:00:00Z
	Impact ImpactLevel	The measure of the effect the problem has on business processes.
Description This attribute quantifies the scope of the issue, often used in conjunction with Urgency to determine Priority. In analysis, it helps prioritize which process bottlenecks are affecting the most critical business functions. Why it matters Used for weighting analysis results by business criticality. Where to get Freshservice API 'Problem' object, field 'impact'. Examples LowMediumHigh
	Impacted Asset AssociatedAsset	The primary configuration item (CI) or asset linked to the problem.
Description This attribute identifies the specific hardware or software asset that is the subject of the investigation. In analysis, it allows for 'Root Cause Categorization Quality' by asset type, revealing if certain devices or software versions are prone to defects. Why it matters Connects process performance to infrastructure components. Where to get Freshservice API, 'associated_assets' field. Examples Server-01Payroll ApplicationCore Switch A
	Last Data Update LastExtractionTime	The timestamp indicating when the data was extracted from Freshservice.
Description This attribute marks the freshness of the dataset used for analysis. It helps users understand if they are looking at real-time data or a snapshot from the past. In analysis, it is used as a reference point for calculating current open durations for active cases. Why it matters Provides context on data latency and reliability. Where to get System time at the moment of ETL execution. Examples 2023-11-01T12:00:00Z
	Linked Change Request ChangeRequestId	The identifier of the change request created to fix the problem.
Description This attribute contains the ID of a Change Request associated with the problem record for implementing a permanent fix. In analysis, it is essential for the 'RCA to Change Transition Time' KPI, enabling the measurement of time lost between finding a cause and acting on it. Why it matters Links the Problem process to the Change Management process. Where to get Freshservice API, 'associated_change_request' field. Examples CHG-2001CHG-2045
	Source System SourceSystem	The name of the system where the data originated.
Description This static attribute identifies the origin of the dataset, which is 'Freshservice'. In multi-system environments, it helps distinguish records coming from different ITSM tools or instances. In analysis, this is primarily used for filtering or grouping when combining data from multiple sources. Why it matters Ensures data lineage and traceability in multi-system process mining implementations. Where to get Hardcoded value during extraction. Examples Freshservice
	Workaround Description WorkaroundNotes	The text describing the temporary fix or workaround.
Description This attribute contains the details of the temporary solution provided. Its presence indicates that a workaround was successfully published. In analysis, the timestamp associated with filling this field drives the 'Average Workaround Lead Time' KPI. Why it matters Critical for measuring mitigation speed versus full resolution speed. Where to get Freshservice API 'Problem' object, field 'workaround'. Examples Restart service manuallyClear browser cacheUse alternative VPN endpoint

Required Recommended Optional

Problem Management Activities

Capture these essential process milestones and status changes to visualize the end to end journey of problem records within your service desk.

7 Recommended 8 Optional

	Activity	Description
	Change Request Associated	The linkage of a Change record to the Problem record, signalling the start of the remediation phase. Captured via the 'Association with Change' system event.
Why it matters Vital for the Change Request Bottleneck Monitor. Measures the hand-off from Problem Management to Change Management. Where to get Activity Stream: 'Association with Change' event. Capture Logged when a Change ID is linked Event type explicit
	Permanent Fix Applied	Represents the implementation of the final solution. In Freshservice, this is typically inferred when the status moves to 'Solved' or 'Resolved'.
Why it matters Calculates the Permanent Fix Implementation Delay. Marks the end of the technical rectification work. Where to get Activity Stream: Status change to 'Solved' or 'Resolved'. Capture Compare status field before/after Event type inferred
	Problem Closed	The final lifecycle event where the record is locked and considered inactive. Captured by the status transition to 'Closed'.
Why it matters Defines the absolute end of the process instance. Required for calculating total cycle time. Where to get Activity Stream: Status change to 'Closed'. Capture Logged when status changes to Closed Event type explicit
	Problem Logged	The initial creation of the problem record in the system. This event is explicitly captured in the Freshservice audit log when a new problem ticket is saved.
Why it matters Marks the start of the process instance. It is the anchor point for calculating all lead times and cycle times. Where to get Freshservice Activity Stream or Tickets API (created_at timestamp). Capture Logged when transaction New Problem is executed Event type explicit
	Root Cause Identified	The point in time when the root cause text field or analysis section is populated. Captured by identifying the first update to the 'Root Cause' field from a null state.
Why it matters The primary milestone for RCA Lead Time Analysis. It marks the transition from investigation to solution design. Where to get Activity Stream: Update to 'root_cause' or 'analysis' fields. Capture Compare root_cause field before/after update Event type inferred
	Support Group Assigned	Routing the problem record to a specific technical team or assignment group. Captured by monitoring changes to the 'Group' field in the ticket history.
Why it matters Essential for the Support Group Transfer Heatmap. Tracking this reveals ping-pong effects and excessive handovers between teams. Where to get Activity Stream: Updates to 'group_id' or 'group_name' field. Capture Logged when Group field is updated Event type explicit
	Workaround Published	The addition of a temporary solution to the problem record, often marked as a 'Workaround' note or field. Used to calculate Workaround Publication Velocity.
Why it matters Measures how quickly the team mitigates impact. Essential for the Average Workaround Lead Time KPI. Where to get Activity Stream: Update to 'workaround' field or creation of a note marked as Solution/Workaround. Capture Logged when Workaround field is populated Event type explicit
	Agent Assigned	The assignment of a specific individual responder to the problem record. Captured explicitly when the 'Agent' field is populated or updated.
Why it matters Indicates when a resource has officially picked up the work. Helps analyze resource allocation by priority. Where to get Activity Stream: Updates to 'responder_id' field. Capture Logged when Agent field is updated Event type explicit
	Asset Linked	The association of a Configuration Item (CI) or Asset to the problem record. This helps identify the 'Affected Business Service' or 'Impacted Configuration Item'.
Why it matters Links the abstract problem to physical or logical infrastructure. Crucial for Root Cause Categorization Quality analysis. Where to get Activity Stream: 'Association with Asset' event. Capture Logged when an asset is attached to the record Event type explicit
	Note Added	General activity capturing when a public or private note is added to the record. Represents ongoing collaboration or updates.
Why it matters Can indicate active work even if status hasn't changed. Useful for identifying 'active waiting' periods. Where to get Activity Stream: 'Note added' event. Capture Logged when a comment is posted Event type explicit
	Priority Updated	A change to the urgency or impact level of the problem record. Captured via the audit trail of the 'Priority' field.
Why it matters Critical for analyzing SLA breaches and filtering the Critical Problem SLA Performance dashboard. Where to get Activity Stream: Updates to 'priority' field. Capture Logged when Priority field is modified Event type explicit
	Problem Reopened	A transition from a 'Resolved' or 'Closed' state back to an 'Open' state. Indicates the fix failed or was rejected.
Why it matters The core metric for the Problem Record Reopening Trends dashboard. High rates indicate poor quality RCA or fixes. Where to get Activity Stream: Status change from [Closed/Solved] to [Open/In Progress]. Capture Compare status field before/after Event type inferred
	Problem Task Completed	The completion of a sub-task attached to the problem record. This is often used to track Post Implementation Reviews (PIR) or specific investigation steps.
Why it matters Supports the Post Review Completion Audit dashboard by tracking if review tasks are being closed. Where to get Activity Stream: 'Task' status change to Closed/Completed. Capture Logged when a linked Task is marked complete Event type explicit
	SLA Breached	A system-generated event indicating the 'Due By' time was exceeded. Freshservice logs specific SLA violation markers.
Why it matters Directly supports Critical Problem SLA Performance analysis. Highlights compliance failures. Where to get Activity Stream: SLA violation system log. Capture Logged when system SLA monitor triggers Event type explicit
	Status Pending Change	A status transition indicating the problem is waiting for a Change Request to be implemented. Inferred from the status field changing to 'Change Requested' or similar.
Why it matters Identifies wait time where the Problem Management team is dependent on external Change processes. Where to get Activity Stream: Status change to ID representing 'Change Requested'. Capture Compare status field before/after Event type inferred

Recommended Optional

Extraction Guides

How to get your data from Freshservice

Steps

Log in to Freshservice with an account having 'Admin' or 'Supervisor' privileges to access the Analytics module.
Navigate to the Analytics icon in the left sidebar navigation menu.
Click on New Report (top right) and provide a name, e.g., "Problem Management Process Mining".
In the report canvas, click Add Widget and select the Data Table visualization type.
In the dataset selection panel on the right, choose Problems as the primary module.
Configure Metrics: Under the 'Metrics' section, ensure the count is set to 'Problems' to fetch record-level data.
Configure Columns (Attributes): Drag and drop the following fields into the 'Columns' or 'Group by' section to ensure they appear in the table:
- ID: Problem ID
- Dates: Created Date, Resolved Date, Closed Date, Due By
- Attributes: Status, Priority, Agent Name, Group Name, Department, Impact, Urgency, Root Cause, SLA Breached
Apply Filters: Set a 'Date Range' filter on Created Date (e.g., 'Last 6 Months' or 'Last 365 Days') to manage data volume.
Click Apply to generate the data preview.
Click the Export button (top right of the widget or report), select CSV of Underlying Data, and download the file.
Data Transformation (Critical): Since the export produces one row per problem, use the configuration provided in the 'Query' section to 'unpivot' the date columns. Each valid date cell (e.g., Created Date, Resolved Date) becomes a separate row in the final event log with the corresponding Activity Name.
Save the transformed file as Freshservice_Problem_EventLog.csv for upload to ProcessMind.

Configuration

Module Selection: Ensure 'Problems' is selected. Do not mix with 'Incidents' or 'Changes' in the same tabular widget to avoid join errors.
Date Range: Recommended 'Last 12 Months' for adequate process discovery. Larger ranges may require multiple batched exports due to row limits (typically 20k-50k rows per export in Freshservice).
Field Visibility: Ensure custom fields like 'Root Cause Category' or 'Fixed By' are enabled for reporting in the 'Form Fields' settings if they do not appear in Analytics.
Granularity: The export is at the 'Problem Case' level. History of field changes (e.g., multiple Agent reassignments) is flattened to the current value unless a specific 'Activities' dataset is available in your tier.
DateFormat: Ensure the export setting uses a standard format (ISO 8601 YYYY-MM-DD HH:MM:SS) to avoid parsing errors.

a Sample Query config

{
  "extraction_config": {
    "source": "Freshservice Analytics CSV",
    "entity": "Problem Record",
    "transformation_type": "UNPIVOT",
    "primary_key": "Problem ID",
    "mapping_rules": [
      {
        "activity_name": "Problem Logged",
        "source_column": "Created Date",
        "condition": "IS NOT NULL"
      },
      {
        "activity_name": "Permanent Fix Applied",
        "source_column": "Resolved Date",
        "condition": "IS NOT NULL"
      },
      {
        "activity_name": "Problem Closed",
        "source_column": "Closed Date",
        "condition": "IS NOT NULL"
      },
      {
        "activity_name": "SLA Breached",
        "source_column": "Due By",
        "condition": "SLA Breached == 'true' AND Due By < NOW()"
      },
      {
        "activity_name": "Root Cause Identified",
        "source_column": "Resolved Date",
        "condition": "Root Cause IS NOT NULL"
      },
      {
        "activity_name": "Agent Assigned",
        "source_column": "Created Date",
        "condition": "Agent Name IS NOT NULL",
        "note": "Uses creation time as proxy for initial assignment in flat export"
      },
      {
        "activity_name": "Support Group Assigned",
        "source_column": "Created Date",
        "condition": "Group Name IS NOT NULL",
        "note": "Uses creation time as proxy for initial assignment in flat export"
      },
      {
        "activity_name": "Asset Linked",
        "source_column": "Created Date",
        "condition": "Associated Asset IS NOT NULL",
        "note": "Uses creation time as proxy"
      }
    ],
    "attribute_mapping": {
      "CaseId": "Problem ID",
      "AgentName": "Agent Name",
      "SupportGroup": "Group Name",
      "Priority": "Priority",
      "Status": "Status",
      "Department": "Department",
      "IsSlaBreached": "SLA Breached",
      "RootCause": "Root Cause"
    }
  }
}

Steps

Prerequisites: Ensure you have Python installed (version 3.6 or higher) and the pandas and requests libraries. You can install these via pip install pandas requests.
API Credentials: Log in to your Freshservice account. Click on your profile icon in the top right corner and select Profile Settings. Copy the API Key displayed on the right sidebar. You will also need your full Freshservice domain URL.
Script Configuration: Open the provided Python script. Replace the placeholder values for FRESHSERVICE_DOMAIN (e.g., yourcompany.freshservice.com) and API_KEY with your actual credentials. Adjust the OUTPUT_FILENAME if desired.
Date Filtering: The script includes a filter variable called UPDATED_SINCE. Set this date (YYYY-MM-DD) to restrict the extraction to problems updated after a specific time to optimize performance.
Execution: Run the script using your terminal or IDE. The script performs a paginated request to the Freshservice API to retrieve problem records. It then iterates through each problem ID to fetch specific activity logs and tasks.
Event Transformation: The script parses the raw JSON response. It automatically converts the creation time into the Problem Logged activity. It then scans the activity history for field updates (Status, Priority, Agent, Group) and system events (SLA breaches, associations) to generate the specific activity rows.
Handling Linked Objects: For activities like Asset Linked or Change Request Associated, the script looks for specific system-generated activity types or association events within the problem's timeline.
Task Extraction: The script makes a separate sub-call to the problem tasks endpoint for every problem to capture Problem Task Completed events, ensuring sub-work is visualized.
Data Aggregation: All extracted events are appended to a main list. The script calculates specific attributes like IsSlaBreached and TimeToRootCause based on the timestamp differences and record flags.
CSV Export: Finally, the script uses the pandas library to create a DataFrame from the list of events and exports it to a CSV file. This file is formatted with the required columns (ProblemNumber, ActivityName, EventTimestamp, etc.) ready for ProcessMind ingestion.

Configuration

API Rate Limiting: Freshservice enforces rate limits (typically 1000 calls per hour depending on the plan). The script includes a simple sleep mechanism to avoid hitting these limits rapidly, but for very large datasets, you may need to increase the delay.
Pagination: The script uses the page parameter to cycle through results. By default, it requests 100 records per page to minimize API overhead.
Date Filtering: Use the updated_since parameter in the API call to perform delta loads. This prevents downloading the entire history every time and focuses on recently active problems.
Field Mapping: Freshservice returns Status and Priority as numeric IDs in some API versions. The script assumes standard ID mapping, but you may need to adjust the status_map dictionary if your organization uses custom status lifecycles.
Permissions: The API Key used must belong to a user with permissions to view Problems, their Audit Logs, and their Tasks. An Admin or Supervisor role is recommended.

a Sample Query python

import requests
import pandas as pd
import json
import time
from datetime import datetime

class=class="hl-string">"hl-comment"># === CONFIGURATION ===
FRESHSERVICE_DOMAIN = class="hl-string">"yourcompany.freshservice.com" class=class="hl-string">"hl-comment"># Replace with your domain
API_KEY = class="hl-string">"YOUR_API_KEY_HERE" class=class="hl-string">"hl-comment"># Replace with your API Key
UPDATED_SINCE = class="hl-string">"2023-01-01T00:00:00Z" class=class="hl-string">"hl-comment"># ISO 8601 format
OUTPUT_FILENAME = class="hl-string">"freshservice_problem_event_log.csv"

class=class="hl-string">"hl-comment"># Auth tuple
AUTH = (API_KEY, class="hl-string">"X")
HEADERS = {class="hl-string">"Content-Type": class="hl-string">"application/json"}

class=class="hl-string">"hl-comment"># Helper to handle rate limits and requests
def fetch_url(url, params=None):
    response = requests.get(url, auth=AUTH, headers=HEADERS, params=params)
    if response.status_code == 429:
        print(class="hl-string">"Rate limit reached. Sleeping for 60 seconds...")
        time.sleep(60)
        return fetch_url(url, params)
    elif response.status_code != 200:
        print(fclass="hl-string">"Error fetching {url}: {response.text}")
        return None
    return response.json()

class=class="hl-string">"hl-comment"># Helper to map Status IDs to Names (Customize based on your instance configuration)
STATUS_MAP = {
    1: class="hl-string">"Open",
    2: class="hl-string">"On Hold",
    3: class="hl-string">"Resolved",
    4: class="hl-string">"Closed",
    5: class="hl-string">"Change Requested" 
}

PRIORITY_MAP = {
    1: class="hl-string">"Low",
    2: class="hl-string">"Medium",
    3: class="hl-string">"High",
    4: class="hl-string">"Urgent"
}

def extract_data():
    all_events = []
    page = 1
    has_more = True
    
    base_url = fclass="hl-string">"https://{FRESHSERVICE_DOMAIN}/api/v2/problems"
    
    print(class="hl-string">"Starting extraction...")
    
    while has_more:
        print(fclass="hl-string">"Fetching Problem page {page}...")
        params = {
            class="hl-string">"updated_since": UPDATED_SINCE,
            class="hl-string">"per_page": 100,
            class="hl-string">"page": page,
            class="hl-string">"include": class="hl-string">"requester"
        }
        
        data = fetch_url(base_url, params)
        
        if not data or class="hl-string">"problems" not in data or len(data[class="hl-string">"problems"]) == 0:
            has_more = False
            break
            
        problems = data[class="hl-string">"problems"]
        
        for problem in problems:
            p_id = problem.get(class="hl-string">"id")
            p_display_id = fclass="hl-string">"PRB-{p_id}"
            created_at = problem.get(class="hl-string">"created_at")
            
            class=class="hl-string">"hl-comment"># Common Attributes
            curr_status = STATUS_MAP.get(problem.get(class="hl-string">"status"), str(problem.get(class="hl-string">"status")))
            curr_priority = PRIORITY_MAP.get(problem.get(class="hl-string">"priority"), str(problem.get(class="hl-string">"priority")))
            agent_id = problem.get(class="hl-string">"responder_id")
            group_id = problem.get(class="hl-string">"group_id")
            dept_id = problem.get(class="hl-string">"department_id")
            
            class=class="hl-string">"hl-comment"># ACTIVITY 1: Problem Logged
            all_events.append({
                class="hl-string">"ProblemNumber": p_display_id,
                class="hl-string">"ActivityName": class="hl-string">"Problem Logged",
                class="hl-string">"EventTimestamp": created_at,
                class="hl-string">"ProblemPriority": curr_priority,
                class="hl-string">"ProblemStatus": class="hl-string">"Open",
                class="hl-string">"AgentName": str(agent_id) if agent_id else None,
                class="hl-string">"SupportGroup": str(group_id) if group_id else None,
                class="hl-string">"IsSlaBreached": False
            })
            
            class=class="hl-string">"hl-comment"># --- Fetch Activities (Audit Log) ---
            activities_url = fclass="hl-string">"{base_url}/{p_id}/activities"
            activity_data = fetch_url(activities_url)
            
            if activity_data and class="hl-string">"activities" in activity_data:
                for act in activity_data[class="hl-string">"activities"]:
                    act_time = act.get(class="hl-string">"created_at")
                    act_type = act.get(class="hl-string">"activity_type")
                    
                    class=class="hl-string">"hl-comment"># ACTIVITY: Note Added
                    if act_type == class="hl-string">"note_added":
                        all_events.append({
                            class="hl-string">"ProblemNumber": p_display_id,
                            class="hl-string">"ActivityName": class="hl-string">"Note Added",
                            class="hl-string">"EventTimestamp": act_time,
                            class="hl-string">"ProblemStatus": curr_status
                        })
                        class=class="hl-string">"hl-comment"># Check if note implies Workaround
                        if class="hl-string">"workaround" in str(act.get(class="hl-string">"content", class="hl-string">"")).lower():
                             all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Workaround Published",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"ProblemStatus": curr_status
                            })
                            
                    class=class="hl-string">"hl-comment"># SYSTEM UPDATES & FIELD CHANGES
                    elif act_type == class="hl-string">"system":
                        content = str(act.get(class="hl-string">"content", class="hl-string">""))
                        
                        class=class="hl-string">"hl-comment"># ACTIVITY: SLA Breached
                        if class="hl-string">"sla" in content.lower() and class="hl-string">"breached" in content.lower():
                            all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"SLA Breached",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"IsSlaBreached": True
                            })
                            
                        class=class="hl-string">"hl-comment"># ACTIVITY: Asset Linked
                        if class="hl-string">"associated" in content.lower() and class="hl-string">"asset" in content.lower():
                            all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Asset Linked",
                                class="hl-string">"EventTimestamp": act_time
                            })
                        
                        class=class="hl-string">"hl-comment"># ACTIVITY: Change Request Associated
                        if class="hl-string">"associated" in content.lower() and class="hl-string">"change" in content.lower():
                            all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Change Request Associated",
                                class="hl-string">"EventTimestamp": act_time
                            })

                    class=class="hl-string">"hl-comment"># FIELD UPDATES (extracted from changes object if present)
                    class=class="hl-string">"hl-comment"># Freshservice API structure varies; looking for generic class="hl-string">'changes' object
                    class=class="hl-string">"hl-comment"># Note: You may need to inspect the class="hl-string">'changes' dict structure for your version
                    if class="hl-string">"changes" in act:
                        changes = act[class="hl-string">"changes"]
                        
                        class=class="hl-string">"hl-comment"># ACTIVITY: Priority Updated
                        if class="hl-string">"priority" in changes:
                            all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Priority Updated",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"ProblemPriority": PRIORITY_MAP.get(changes[class="hl-string">"priority"][1], str(changes[class="hl-string">"priority"][1]))
                            })
                            
                        class=class="hl-string">"hl-comment"># ACTIVITY: Status Changes
                        if class="hl-string">"status" in changes:
                            new_status_id = changes[class="hl-string">"status"][1]
                            new_status_name = STATUS_MAP.get(new_status_id, class="hl-string">"Unknown")
                            
                            class=class="hl-string">"hl-comment"># Generic Status Update (could be mapped if needed, but we look for specific lifecycle events)
                            
                            class=class="hl-string">"hl-comment"># ACTIVITY: Status Pending Change
                            if new_status_name == class="hl-string">"Change Requested":
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Status Pending Change",
                                    class="hl-string">"EventTimestamp": act_time,
                                    class="hl-string">"ProblemStatus": new_status_name
                                })
                            
                            class=class="hl-string">"hl-comment"># ACTIVITY: Permanent Fix Applied (Inferred from Resolved)
                            if new_status_name == class="hl-string">"Resolved":
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Permanent Fix Applied",
                                    class="hl-string">"EventTimestamp": act_time,
                                    class="hl-string">"ProblemStatus": new_status_name
                                })

                            class=class="hl-string">"hl-comment"># ACTIVITY: Problem Closed
                            if new_status_name == class="hl-string">"Closed":
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Problem Closed",
                                    class="hl-string">"EventTimestamp": act_time,
                                    class="hl-string">"ProblemStatus": new_status_name
                                })
                                
                            class=class="hl-string">"hl-comment"># ACTIVITY: Problem Reopened
                            class=class="hl-string">"hl-comment"># Logic: If old status was Resolved/Closed and new is Open
                            old_status_id = changes[class="hl-string">"status"][0]
                            if old_status_id in [3, 4] and new_status_id in [1, 2]:
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Problem Reopened",
                                    class="hl-string">"EventTimestamp": act_time,
                                    class="hl-string">"IsReopened": True
                                })

                        class=class="hl-string">"hl-comment"># ACTIVITY: Support Group Assigned
                        if class="hl-string">"group_id" in changes:
                             all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Support Group Assigned",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"SupportGroup": str(changes[class="hl-string">"group_id"][1])
                            })

                        class=class="hl-string">"hl-comment"># ACTIVITY: Agent Assigned
                        if class="hl-string">"responder_id" in changes:
                             all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Agent Assigned",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"AgentName": str(changes[class="hl-string">"responder_id"][1])
                            })
                            
                        class=class="hl-string">"hl-comment"># ACTIVITY: Root Cause Identified
                        class=class="hl-string">"hl-comment"># Captured when root_cause or root_cause_analysis field is populated from null/empty
                        if class="hl-string">"root_cause" in changes or class="hl-string">"root_cause_analysis" in changes:
                            val = changes.get(class="hl-string">"root_cause") or changes.get(class="hl-string">"root_cause_analysis")
                            if val[0] is None or val[0] == class="hl-string">"":
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Root Cause Identified",
                                    class="hl-string">"EventTimestamp": act_time
                                })

            class=class="hl-string">"hl-comment"># --- Fetch Tasks ---
            tasks_url = fclass="hl-string">"{base_url}/{p_id}/tasks"
            task_data = fetch_url(tasks_url)
            
            if task_data and class="hl-string">"tasks" in task_data:
                for task in task_data[class="hl-string">"tasks"]:
                    if task.get(class="hl-string">"status") == 3: class=class="hl-string">"hl-comment"># Assuming 3 is Closed/Completed for Tasks
                        all_events.append({
                            class="hl-string">"ProblemNumber": p_display_id,
                            class="hl-string">"ActivityName": class="hl-string">"Problem Task Completed",
                            class="hl-string">"EventTimestamp": task.get(class="hl-string">"updated_at"), class=class="hl-string">"hl-comment"># Or closed_at if available
                            class="hl-string">"ProblemStatus": curr_status
                        })

        page += 1
        class=class="hl-string">"hl-comment"># Safety break for testing
        class=class="hl-string">"hl-comment"># if page > 5: break

    class=class="hl-string">"hl-comment"># Create DataFrame
    df = pd.DataFrame(all_events)
    
    class=class="hl-string">"hl-comment"># Sort by ProblemNumber and Timestamp
    if not df.empty:
        df[class="hl-string">'EventTimestamp'] = pd.to_datetime(df[class="hl-string">'EventTimestamp'])
        df = df.sort_values(by=[class="hl-string">'ProblemNumber', class="hl-string">'EventTimestamp'])
        
        class=class="hl-string">"hl-comment"># Fill forward static attributes for cleaner logs if desired
        class=class="hl-string">"hl-comment"># df[class="hl-string">'ProblemPriority'] = df.groupby(class="hl-string">'ProblemNumber')[class="hl-string">'ProblemPriority'].ffill().bfill()

        print(fclass="hl-string">"Extraction complete. Found {len(df)} events. Saving to {OUTPUT_FILENAME}...")
        df.to_csv(OUTPUT_FILENAME, index=False)
    else:
        print(class="hl-string">"No events extracted.")

if __name__ == class="hl-string">"__main__":
    extract_data()

Steps

Log in to Freshservice with an account having 'Admin' or 'Supervisor' privileges to access the Analytics module.
Navigate to the Analytics icon in the left sidebar navigation menu.
Click on New Report (top right) and provide a name, e.g., "Problem Management Process Mining".
In the report canvas, click Add Widget and select the Data Table visualization type.
In the dataset selection panel on the right, choose Problems as the primary module.
Configure Metrics: Under the 'Metrics' section, ensure the count is set to 'Problems' to fetch record-level data.
Configure Columns (Attributes): Drag and drop the following fields into the 'Columns' or 'Group by' section to ensure they appear in the table:
- ID: Problem ID
- Dates: Created Date, Resolved Date, Closed Date, Due By
- Attributes: Status, Priority, Agent Name, Group Name, Department, Impact, Urgency, Root Cause, SLA Breached
Apply Filters: Set a 'Date Range' filter on Created Date (e.g., 'Last 6 Months' or 'Last 365 Days') to manage data volume.
Click Apply to generate the data preview.
Click the Export button (top right of the widget or report), select CSV of Underlying Data, and download the file.
Data Transformation (Critical): Since the export produces one row per problem, use the configuration provided in the 'Query' section to 'unpivot' the date columns. Each valid date cell (e.g., Created Date, Resolved Date) becomes a separate row in the final event log with the corresponding Activity Name.
Save the transformed file as Freshservice_Problem_EventLog.csv for upload to ProcessMind.

Configuration

Module Selection: Ensure 'Problems' is selected. Do not mix with 'Incidents' or 'Changes' in the same tabular widget to avoid join errors.
Date Range: Recommended 'Last 12 Months' for adequate process discovery. Larger ranges may require multiple batched exports due to row limits (typically 20k-50k rows per export in Freshservice).
Field Visibility: Ensure custom fields like 'Root Cause Category' or 'Fixed By' are enabled for reporting in the 'Form Fields' settings if they do not appear in Analytics.
Granularity: The export is at the 'Problem Case' level. History of field changes (e.g., multiple Agent reassignments) is flattened to the current value unless a specific 'Activities' dataset is available in your tier.
DateFormat: Ensure the export setting uses a standard format (ISO 8601 YYYY-MM-DD HH:MM:SS) to avoid parsing errors.

a Sample Query config

{
  "extraction_config": {
    "source": "Freshservice Analytics CSV",
    "entity": "Problem Record",
    "transformation_type": "UNPIVOT",
    "primary_key": "Problem ID",
    "mapping_rules": [
      {
        "activity_name": "Problem Logged",
        "source_column": "Created Date",
        "condition": "IS NOT NULL"
      },
      {
        "activity_name": "Permanent Fix Applied",
        "source_column": "Resolved Date",
        "condition": "IS NOT NULL"
      },
      {
        "activity_name": "Problem Closed",
        "source_column": "Closed Date",
        "condition": "IS NOT NULL"
      },
      {
        "activity_name": "SLA Breached",
        "source_column": "Due By",
        "condition": "SLA Breached == 'true' AND Due By < NOW()"
      },
      {
        "activity_name": "Root Cause Identified",
        "source_column": "Resolved Date",
        "condition": "Root Cause IS NOT NULL"
      },
      {
        "activity_name": "Agent Assigned",
        "source_column": "Created Date",
        "condition": "Agent Name IS NOT NULL",
        "note": "Uses creation time as proxy for initial assignment in flat export"
      },
      {
        "activity_name": "Support Group Assigned",
        "source_column": "Created Date",
        "condition": "Group Name IS NOT NULL",
        "note": "Uses creation time as proxy for initial assignment in flat export"
      },
      {
        "activity_name": "Asset Linked",
        "source_column": "Created Date",
        "condition": "Associated Asset IS NOT NULL",
        "note": "Uses creation time as proxy"
      }
    ],
    "attribute_mapping": {
      "CaseId": "Problem ID",
      "AgentName": "Agent Name",
      "SupportGroup": "Group Name",
      "Priority": "Priority",
      "Status": "Status",
      "Department": "Department",
      "IsSlaBreached": "SLA Breached",
      "RootCause": "Root Cause"
    }
  }
}

Your Problem Management Data Template

Your Problem Management Data Template

Problem Management Attributes

Problem Management Activities

Extraction Guides

Freshservice Analytics Module CSV Export

Steps

Configuration

a Sample Query config

Freshservice REST API v2 Python Extraction

Steps

Configuration

a Sample Query python

Administration System Data Export Feature

Steps

Configuration

a Sample Query config

Ready to Get Started?

Eliminate Problem Management Bottlenecks Today

Your Problem Management Data Template

Your Problem Management Data Template

Problem Management Attributes

Problem Management Activities

Extraction Guides

Freshservice Analytics Module CSV Export

Steps

Configuration

a Sample Query config

Freshservice REST API v2 Python Extraction

Steps

Configuration

a Sample Query python

Administration System Data Export Feature

Steps

Configuration

a Sample Query config

We value your privacy

Ready to Get Started?

Eliminate Problem Management Bottlenecks Today