Due to the nature of how APIs and Custom Apps can be custom developed, we can only offer limited support in the form of a courtesy review to attempt to help answer your question. As it relates to custom applications developed by a third party that are outside of available functionality, the level of support we can provide is limited. Please see section 6d of our SaaS Support Policy: https://support.ca.com/phpdocs/0/common/saas-support-policy-and-terms_ENU.pdf.
Per our Support policies, all API and Custom App cases are considered a "Severity 4" case.
In order to effectively troubleshoot cases around problems with custom code and third party applications, support will need the following information: