Environment
- Carbon Black Cloud APIs: All Versions
Question
What information do I need to give Technical Support so they can get started on my case for Carbon Black Cloud application programming interface (API) issues?
Answer
- Organization and Point of Presence (PoP)
- API Being Used
- Request / Call
- Exactly as run
- Obfuscate API Secret Key / O-Auth app details, but leave everything else visible and unchanged
- Include method/verb (GET, POST, etc.)
- Include complete request body where applicable
- Actual Results
- Response / Results
- Complete/full response details
- NOT anecdotal "We get a 4xx / 5xx error" or "We don't get any data"
- Expected Results
- Comparison to data within Carbon Black Cloud Console
- On which page in the Console and what terms were used to search?
- Authentication and Permissions
- Troubleshooting Steps Taken
- Error
- Change(s) made
- Result(s)
- Did results / errors change at any point?
Additional Notes
- Providing the above information will ensure smoother and faster case handling with VMware Carbon Black Support
- If the information above is not provided on initial case creation Support will request the omitted details in order to proceed
- Best-practice for beginning API users is to get Postman and download the Carbon Black Postman collection to get started with APIs
- All available APIs at time of release (good to check for updates)
- Reduces/eliminates chance of 404 not found errors due to spelling errors
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