เทมเพลตข้อมูลการจัดการปัญหา

Form: PBM:AuditLogSystem
Type: Web Report (AR System Report Console)

// === SELECTION COLUMNS ===
// These fields form the raw event log structure
1. Original Request ID   (Alias: ProblemRecord)
2. Submit Date           (Alias: EventTime)
3. Submitter             (Alias: User)
4. Fields Changed        (Alias: Activity_Type)
5. Log Key 1             (Alias: New_Value)
6. Log Key 2             (Alias: Previous_Value)
7. Form Name             (Alias: Source_Module)

// === SEARCH QUALIFICATION (FILTER) ===
// Copy this logic into the Advanced Search or Qualification builder

('Form Name' = "PBM:Problem Investigation") AND
('Submit Date' >= "2023-01-01 00:00:00") AND
('Fields Changed' != $NULL$)

// === POST-EXPORT LOGIC (Context for Analyst) ===
// The Audit Log captures changes generically. You must map them:
// IF 'Fields Changed' CONTAINS "Status" AND 'Log Key 1' = "Under Investigation" -> Activity = "Investigation Commenced"
// IF 'Fields Changed' CONTAINS "Work Around" -> Activity = "Workaround Defined"
// IF 'Fields Changed' CONTAINS "PBM Coordinator" -> Activity = "Coordinator Reassigned"
// IF 'Fields Changed' = $NULL$ (Create Event) -> Activity = "Problem Record Logged"

/* Part 1: Problem Record Logged (Creation) */
SELECT
    P.Problem_ID AS ProblemRecord,
    'Problem Record Logged' AS Activity,
    P.Submit_Date AS EventTime,
    'BMC Helix' AS SourceSystem,
    GETDATE() AS LastDataUpdate,
    P.Assigned_Group AS SupportGroup,
    P.Priority AS Priority,
    P.PBM_Coordinator AS ProblemCoordinator,
    P.Generic_Category AS RootCauseCategory,
    P.ServiceCI AS ServiceCI,
    P.Investigation_Driver AS InvestigationDriver,
    P.Target_Date AS SLADueDate,
    (SELECT COUNT(*) FROM HPD_Help_Desk_Associations A WHERE A.Problem_ID = P.Problem_ID) AS RelatedIncidentCount,
    CASE WHEN P.Target_Date < P.Closed_Date THEN 'Yes' ELSE 'No' END AS IsSLABreached
FROM PBM_Problem_Investigation P
WHERE P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 2: Investigation Commenced (Status Transition) */
SELECT
    P.Problem_ID,
    'Investigation Commenced',
    /* Prefer explicit status history timestamp if available, else estimate from Last_Modified if current status matches */
    COALESCE(P.Status_History_Under_Inv_Time, P.Last_Modified_Date),
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
WHERE P.Status_History_Under_Inv_Time IS NOT NULL
   OR (P.Status = 1 AND P.Last_Modified_Date IS NOT NULL) /* Status 1 = Under Investigation */
   AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 3: Root Cause Identified (Status Transition) */
SELECT
    P.Problem_ID,
    'Root Cause Identified',
    COALESCE(P.Status_History_Root_Cause_Time, P.Last_Modified_Date),
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
WHERE P.Status_History_Root_Cause_Time IS NOT NULL
   OR (P.Status = 2) /* Status 2 = Root Cause Identified */
   AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 4: Solution Database Updated (Status Transition) */
SELECT
    P.Problem_ID,
    'Solution Database Updated',
    COALESCE(P.Status_History_Solution_Time, P.Last_Modified_Date),
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
WHERE P.Status_History_Solution_Time IS NOT NULL
   OR (P.Status = 3) /* Status 3 = Solution Database */
   AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 5: Resolution Verified (Inferred from Completed Status) */
SELECT
    P.Problem_ID,
    'Resolution Verified',
    COALESCE(P.Status_History_Completed_Time, P.Last_Modified_Date),
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
WHERE P.Status_History_Completed_Time IS NOT NULL
   OR (P.Status >= 4) /* Status 4 = Implemented/Completed */
   AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 6: Problem Record Closed */
SELECT
    P.Problem_ID,
    'Problem Record Closed',
    P.Closed_Date,
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
WHERE P.Status = 5 /* Status 5 = Closed */
  AND P.Closed_Date IS NOT NULL
  AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 7: Problem Record Cancelled */
SELECT
    P.Problem_ID,
    'Problem Record Cancelled',
    P.Last_Modified_Date,
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
WHERE P.Status = 6 /* Status 6 = Cancelled */
  AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 8: Workaround Defined (From Worklog) */
SELECT
    P.Problem_ID,
    'Workaround Defined',
    W.Submit_Date,
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
JOIN PBM_Problem_WorkLog W ON P.Problem_ID = W.Problem_ID
WHERE W.Work_Log_Type = 'Workaround' OR W.Description LIKE '%Workaround%'
  AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 9: Assigned to Support Group (From Worklog) */
SELECT
    P.Problem_ID,
    'Assigned to Support Group',
    W.Submit_Date,
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
JOIN PBM_Problem_WorkLog W ON P.Problem_ID = W.Problem_ID
WHERE W.Description LIKE '%Assigned to Group%'
  AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 10: Coordinator Reassigned (From Worklog) */
SELECT
    P.Problem_ID,
    'Coordinator Reassigned',
    W.Submit_Date,
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
JOIN PBM_Problem_WorkLog W ON P.Problem_ID = W.Problem_ID
WHERE W.Description LIKE '%Coordinator%' AND W.Description LIKE '%Change%'
  AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 11: Change Request Initiated (From Worklog or Description) */
SELECT
    P.Problem_ID,
    'Change Request Initiated',
    W.Submit_Date,
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
JOIN PBM_Problem_WorkLog W ON P.Problem_ID = W.Problem_ID
WHERE (W.Description LIKE '%Change Request%' OR W.Description LIKE '%CRQ%')
  AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 12: Known Error Promoted (From Worklog) */
SELECT
    P.Problem_ID,
    'Known Error Promoted',
    W.Submit_Date,
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
JOIN PBM_Problem_WorkLog W ON P.Problem_ID = W.Problem_ID
WHERE (W.Description LIKE '%Known Error%' OR W.Work_Log_Type = 'Known Error')
  AND P.Submit_Date >= '2023-01-01'

UNION ALL

/* Part 13: Post-Implementation Review Conducted */
SELECT
    P.Problem_ID,
    'Post-Implementation Review Conducted',
    COALESCE(P.Status_History_Completed_Time, P.Last_Modified_Date),
    'BMC Helix',
    GETDATE(),
    P.Assigned_Group,
    P.Priority,
    P.PBM_Coordinator,
    P.Generic_Category,
    P.ServiceCI,
    P.Investigation_Driver,
    P.Target_Date,
    NULL,
    NULL
FROM PBM_Problem_Investigation P
WHERE (P.Status_Reason = 'PIR' OR P.Investigation_Driver = 'PIR')
  AND P.Status >= 4
  AND P.Submit_Date >= '2023-01-01'

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

class=class="hl-string">"hl-comment"># Configuration
CONFIG = {
    class="hl-string">"base_url": class="hl-string">"https://[your-instance].onbmc.com/api/arsys/v1",
    class="hl-string">"username": class="hl-string">"[API_User]",
    class="hl-string">"password": class="hl-string">"[API_Password]",
    class="hl-string">"start_date": class="hl-string">"2023-01-01T00:00:00.000+0000",
    class="hl-string">"output_file": class="hl-string">"problem_management_event_log.csv",
    class="hl-string">"batch_size": 1000
}

class=class="hl-string">"hl-comment"># Status Map (Standard BMC Helix PBM Status values)
STATUS_MAP = {
    class="hl-string">"Draft": class="hl-string">"Problem Record Logged",
    class="hl-string">"Under Investigation": class="hl-string">"Investigation Commenced",
    class="hl-string">"Root Cause Identified": class="hl-string">"Root Cause Identified",
    class="hl-string">"Solution Database": class="hl-string">"Solution Database Updated",
    class="hl-string">"Solution Implemented": class="hl-string">"Resolution Verified",
    class="hl-string">"Completed": class="hl-string">"Resolution Verified",
    class="hl-string">"Rejected": class="hl-string">"Problem Record Cancelled",
    class="hl-string">"Cancelled": class="hl-string">"Problem Record Cancelled",
    class="hl-string">"Closed": class="hl-string">"Problem Record Closed"
}

class=class="hl-string">"hl-comment"># Global Session
session = requests.Session()

def login():
    url = fclass="hl-string">"{CONFIG['base_url']}/jwt/login"
    headers = {class="hl-string">"Content-Type": class="hl-string">"application/x-www-form-urlencoded"}
    data = {
        class="hl-string">"username": CONFIG[class="hl-string">"username"],
        class="hl-string">"password": CONFIG[class="hl-string">"password"]
    }
    response = session.post(url, headers=headers, data=data)
    if response.status_code == 200:
        session.headers.update({class="hl-string">"Authorization": fclass="hl-string">"AR-JWT {response.text}"})
        print(class="hl-string">"Authentication successful.")
    else:
        raise Exception(fclass="hl-string">"Login failed: {response.text}")

def fetch_records(form_name, fields, query_string):
    all_entries = []
    offset = 0
    
    while True:
        url = fclass="hl-string">"{CONFIG['base_url']}/entry/{form_name}"
        params = {
            class="hl-string">"q": query_string,
            class="hl-string">"fields": fclass="hl-string">"values({','.join(fields)})",
            class="hl-string">"offset": offset,
            class="hl-string">"limit": CONFIG[class="hl-string">"batch_size"],
            class="hl-string">"useLabels": class="hl-string">"true"
        }
        
        resp = session.get(url, params=params)
        if resp.status_code != 200:
            print(fclass="hl-string">"Error fetching data: {resp.text}")
            break
            
        data = resp.json()
        entries = data.get(class="hl-string">'entries', [])
        if not entries:
            break
            
        for entry in entries:
            all_entries.append(entry[class="hl-string">'values'])
            
        offset += len(entries)
        print(fclass="hl-string">"Fetched {len(all_entries)} records from {form_name}...")
        
    return all_entries

def generate_event_log():
    class=class="hl-string">"hl-comment"># 1. Fetch Main Problem Records
    print(class="hl-string">"Fetching Problem Investigations...")
    pbm_fields = [
        class="hl-string">"Problem ID", class="hl-string">"Submit Date", class="hl-string">"Last Modified Date", class="hl-string">"Status", 
        class="hl-string">"Assigned Group", class="hl-string">"Priority", class="hl-string">"Problem Coordinator", 
        class="hl-string">"Description", class="hl-string">"Workaround", class="hl-string">"Investigation Driver"
    ]
    class=class="hl-string">"hl-comment"># Query syntax: class="hl-string">'Submit Date' > class="hl-string">"start_date"
    pbm_query = fclass="hl-string">"'Submit Date' > \"{CONFIG[class="hl-string">'start_date']}\class="hl-string">""
    
    problems = fetch_records(class="hl-string">"PBM:Problem Investigation", pbm_fields, pbm_query)
    
    event_log = []
    
    class=class="hl-string">"hl-comment"># Map of Problem ID to attributes for enrichment
    pbm_lookup = {}

    for p in problems:
        pid = p.get(class="hl-string">"Problem ID")
        pbm_lookup[pid] = p
        
        class=class="hl-string">"hl-comment"># Event 1: Problem Record Logged (Creation)
        event_log.append({
            class="hl-string">"ProblemRecord": pid,
            class="hl-string">"Activity": class="hl-string">"Problem Record Logged",
            class="hl-string">"EventTime": p.get(class="hl-string">"Submit Date"),
            class="hl-string">"SupportGroup": p.get(class="hl-string">"Assigned Group"),
            class="hl-string">"Priority": p.get(class="hl-string">"Priority"),
            class="hl-string">"ProblemCoordinator": p.get(class="hl-string">"Problem Coordinator"),
            class="hl-string">"SourceSystem": class="hl-string">"BMC Helix ITSM",
            class="hl-string">"LastDataUpdate": datetime.now().isoformat()
        })

    class=class="hl-string">"hl-comment"># 2. Fetch Audit Logs / History
    class=class="hl-string">"hl-comment"># Note: Fetching PBM:AuditLogSystem or PBM:Problem Investigation_AuditLog
    class=class="hl-string">"hl-comment"># We filter by the Problem IDs we just fetched to optimize
    print(class="hl-string">"Fetching Audit Logs...")
    
    class=class="hl-string">"hl-comment"># In a real scenario, chunk this query if too many IDs, here simplified
    class=class="hl-string">"hl-comment"># We look for field changes relevant to our activities
    audit_fields = [class="hl-string">"Original Request ID", class="hl-string">"Fields Changed", class="hl-string">"Log Date", class="hl-string">"User", class="hl-string">"New Value"]
    
    class=class="hl-string">"hl-comment"># Iterate through problems to get history (Alternative: fetch bulk audit if API allows complex ORs)
    class=class="hl-string">"hl-comment"># For this script, we assume we fetch audit based on the main form query logic mapping
    class=class="hl-string">"hl-comment"># WARNING: Fetching audit for all records can be slow. 
    
    class=class="hl-string">"hl-comment"># For demonstration, we simulate fetching audit entries. 
    class=class="hl-string">"hl-comment"># In production, query class="hl-string">'PBM:Problem Investigation_AuditLog' where class="hl-string">'Original Request ID' IN (...)
    
    class=class="hl-string">"hl-comment"># Placeholder for audit data retrieval logic
    class=class="hl-string">"hl-comment"># Simulating a loop over retrieved problems to get their specific audit trails
    class=class="hl-string">"hl-comment"># This is a logical representation; in high volume, use a bulk export method
    
    for p in problems:
        pid = p.get(class="hl-string">"Problem ID")
        
        class=class="hl-string">"hl-comment"># Query specific audit form for this problem
        class=class="hl-string">"hl-comment"># Using PBM:Problem Investigation_AuditLog as the standard history container
        audit_query = fclass="hl-string">"'Original Request ID' = \"{pid}\class="hl-string">""
        class=class="hl-string">"hl-comment"># We only need specific fields changed
        audit_entries = fetch_records(class="hl-string">"PBM:Problem Investigation_AuditLog", audit_fields, audit_query)
        
        for audit in audit_entries:
            fields_changed = audit.get(class="hl-string">"Fields Changed", class="hl-string">"")
            new_val = audit.get(class="hl-string">"New Value", class="hl-string">"")
            log_date = audit.get(class="hl-string">"Log Date")
            
            activity = None
            
            class=class="hl-string">"hl-comment"># Map Fields to Activities
            if class="hl-string">"Status" in fields_changed:
                class=class="hl-string">"hl-comment"># Map status string to activity
                activity = STATUS_MAP.get(new_val)
                
            elif class="hl-string">"Assigned Group" in fields_changed:
                activity = class="hl-string">"Assigned to Support Group"
                
            elif class="hl-string">"Workaround" in fields_changed:
                activity = class="hl-string">"Workaround Defined"
                
            elif class="hl-string">"Problem Coordinator" in fields_changed:
                activity = class="hl-string">"Coordinator Reassigned"
                
            elif class="hl-string">"Infrastructure Change ID" in fields_changed or class="hl-string">"Change Request" in fields_changed:
                activity = class="hl-string">"Change Request Initiated"
                
            elif class="hl-string">"Known Error" in fields_changed:
                activity = class="hl-string">"Known Error Promoted"

            class=class="hl-string">"hl-comment"># PIR Inference: If status moves to class="hl-string">'Closed' and PIR task exists (simplified here to Status)
            if activity == class="hl-string">"Problem Record Closed" and p.get(class="hl-string">"PIR Required") == class="hl-string">"Yes":
                 class=class="hl-string">"hl-comment"># Insert PIR event just before close if not explicitly found
                 event_log.append({
                    class="hl-string">"ProblemRecord": pid,
                    class="hl-string">"Activity": class="hl-string">"Post-Implementation Review Conducted",
                    class="hl-string">"EventTime": log_date, class=class="hl-string">"hl-comment"># Same time as close for this logic
                    class="hl-string">"SupportGroup": p.get(class="hl-string">"Assigned Group"),
                    class="hl-string">"SourceSystem": class="hl-string">"BMC Helix ITSM",
                    class="hl-string">"LastDataUpdate": datetime.now().isoformat()
                })

            if activity:
                event_log.append({
                    class="hl-string">"ProblemRecord": pid,
                    class="hl-string">"Activity": activity,
                    class="hl-string">"EventTime": log_date,
                    class="hl-string">"SupportGroup": p.get(class="hl-string">"Assigned Group"), class=class="hl-string">"hl-comment"># Use current or historical if parsed
                    class="hl-string">"Priority": p.get(class="hl-string">"Priority"),
                    class="hl-string">"ProblemCoordinator": p.get(class="hl-string">"Problem Coordinator"),
                    class="hl-string">"SourceSystem": class="hl-string">"BMC Helix ITSM",
                    class="hl-string">"LastDataUpdate": datetime.now().isoformat()
                })

    class=class="hl-string">"hl-comment"># Convert to DataFrame
    df = pd.DataFrame(event_log)
    
    class=class="hl-string">"hl-comment"># Sorting
    if not df.empty:
        df[class="hl-string">'EventTime'] = pd.to_datetime(df[class="hl-string">'EventTime'])
        df = df.sort_values(by=[class="hl-string">'ProblemRecord', class="hl-string">'EventTime'])
        
        class=class="hl-string">"hl-comment"># Export
        df.to_csv(CONFIG[class="hl-string">'output_file'], index=False)
        print(fclass="hl-string">"Extraction complete. Data saved to {CONFIG['output_file']}")
    else:
        print(class="hl-string">"No events extracted.")

if __name__ == class="hl-string">"__main__":
    try:
        login()
        generate_event_log()
    except Exception as e:
        print(fclass="hl-string">"An error occurred: {e}")