What data does Support need for API issue cases?

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)
• Carbon Black Cloud Enterprise EDR (formerly Cb Threathunter)

Issue/Introduction

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?

Environment

• Carbon Black Cloud APIs: All Versions

Resolution

• Organization and Point of Presence (PoP)
  • org key
    OR
  • org id + Dashboard URL
• 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
  • Determine and Confirm Identity Manager
  • Provide details
    • API Key (non-CSP)
      OR
    • O-Auth app (CSP)
      • Provide details of permissions assigned
• Troubleshooting Steps Taken
  • Error
  • Change(s) made
  • Result(s)
  • Did results / errors change at any point?

Additional Information

• 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