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Please provide access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "INC0007001", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need access to the common drive.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:28:49", + "task_effective_number": "INC0007002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "caused_by", + "assignment_group", + "cmdb_ci", + "urgency", + "close_code", + "impact", + "business_service" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:51:23", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "Hardware", + "business_duration": "11 Days 2 Hours 38 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "959,937", + "calendar_duration": "16 Days", + "calendar_stc": "1,382,417", + "caller_id": "Bow Ruggeri", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "liquidable unfarrowed fluxionist undate trouser", + "closed_at": "2023-07-06 16:40:40", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "comments_and_work_notes": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing puddles of water on the floor of the server room. 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System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "There was a software update two days ago and now my VPN doesn't work. 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Low", + "short_description": "my PDF docs are all locked from editing", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-22 17:38:00", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "4717dfe5a9fe198100450448b2404c16", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:57:55", + "task_effective_number": "INC0000038", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "number", + "rfc", + "description", + "service_offering", + "urgency", + "contact_type", + "close_notes", + "parent_incident" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "0 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "0", + "calendar_duration": "31 Minutes", + "calendar_stc": "1,905", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Solution provided", + "close_notes": "Reinstalled the app", + "closed_at": "2018-08-30 02:49:17", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Virtual Agent", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Having an issue with users trying to access the company portal app", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - 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Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "resolved_by", + "rfc", + "parent_incident", + "urgency", + "service_offering", + "close_code", + "knowledge", + "close_notes" + ], + "template_record": { + "active": "false", + "activity_due": "2023-10-02 16:17:01", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "assignment_group": "Hardware", + "business_duration": "21 Days 15 Hours 14 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,869,258", + "calendar_duration": "89 Days 7 Minutes", + "calendar_stc": "7,690,046", + "caller_id": "Alejandro Mascall", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Fixed", + "closed_at": "2023-10-10 16:19:01", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "ApplicationServerPeopleSoft", + "comments": "", + "comments_and_work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "contact_type": "Email", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000005", + "opened_at": "2023-07-05 16:06:52", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-02 16:14:18", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "CPU load high for over 10 minutes", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2022-02-11 07:14:01", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e8e875b0c0a80164009dc852b4d677d5", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:01", + "task_effective_number": "INC0000005", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "urgency", + "knowledge", + "parent_incident", + "impact", + "category", + "close_code", + "description", + "number" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "anenterous sawdustish overunsuitable cobaea Islamization", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "*JEMPLOYEE-IBM", + "comments": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to email from my laptop.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000047", + "opened_at": "2023-09-18 13:53:18", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Issue with email", + "sla_due": "2023-10-09 13:53:18", + "state": "In Progress", + "subcategory": "Email", + "sys_class_name": "Incident", + "sys_created_by": "employee", + "sys_created_on": "2023-09-18 13:53:47", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a9a16740c61122760004fe9095b7ddca", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:52", + "task_effective_number": "INC0000047", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_code", + "caused_by", + "contact_type", + "knowledge", + "rfc", + "urgency", + "business_service", + "number" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Database", + "business_duration": "21 Days 14 Hours 3 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,864,990", + "calendar_duration": "90 Days 21 Hours 3 Minutes", + "calendar_stc": "7,851,790", + "caller_id": "Fred Luddy", + "category": "Database", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-15 15:54:55", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Currently running 10GR1 and need to upgrade to 10GR2.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000010", + "opened_at": "2023-07-10 15:53:02", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need Oracle 10GR2 installed", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 15:54:41", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46b9490da9fe1981003c938dab89bda3", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:35", + "task_effective_number": "INC0000010", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "contact_type", + "caused_by", + "close_code", + "cmdb_ci", + "close_notes", + "problem_id", + "rfc", + "parent_incident" + ], + "template_record": { + "active": "false", + "activity_due": "2016-12-12 17:26:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Network", + "business_duration": "8 Hours", + "business_impact": "", + "business_service": "Email", + "business_stc": "28,800", + "calendar_duration": "1 Day 4 Hours 23 Minutes", + "calendar_stc": "102,197", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by problem", + "close_notes": "This incident is resolved.", + "closed_at": "2016-12-13 18:46:44", + "closed_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "cmdb_ci": "Storage Area Network 001", + "comments": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "comments_and_work_notes": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I am unable to connect to the email server. It appears to be down.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000060", + "opened_at": "2016-12-12 07:19:57", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2016-12-13 13:43:14", + "resolved_by": "David Loo", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Unable to connect to email", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": "Email", + "sys_class_name": "Incident", + "sys_created_by": "employee", + "sys_created_on": "2016-12-12 07:19:57", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "1c741bd70b2322007518478d83673af3", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "employee", + "sys_updated_on": "2016-12-13 18:46:44", + "task_effective_number": "INC0000060", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "caused_by", + "close_code", + "resolved_by", + "number", + "business_service", + "impact", + "assignment_group", + "category" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Service Desk", + "business_duration": "23 Days 12 Hours 58 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,033,892", + "calendar_duration": "98 Days 19 Hours 58 Minutes", + "calendar_stc": "8,539,092", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-07 16:58:58", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Hard drive is still making grinding and clicking noises and now I can't delete a file. 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Can't delete a file", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 16:58:44", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f3ee0ea9fe198100c5c0e53d5abe0b", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:31", + "task_effective_number": "INC0000028", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "urgency", + "contact_type", + "close_code", + "parent_incident", + "impact", + "caused_by", + "knowledge", + "category" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bow Ruggeri", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "methemoglobinuria myoneme underkind rambling Sebastichthys", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000041", + "opened_at": "2023-07-11 17:44:53", + "opened_by": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My desk phone does not work", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "bow", + "sys_created_on": "2023-07-11 17:45:27", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471eb058a9fe198100f89592e1ea93d3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:52:15", + "task_effective_number": "INC0000041", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + } +] \ No newline at end of file diff --git a/Level-10/create_user_task.json b/Level-10/create_user_task.json new file mode 100644 index 0000000000000000000000000000000000000000..7740ed1fe64f524b594f8067b1015cd667921809 --- /dev/null +++ b/Level-10/create_user_task.json @@ -0,0 +1,2096 @@ +[ + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "mobile_phone", + "phone", + "preferred_language", + "internal_integration_user", + "active", + "title" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME South America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/227cdfb03710200044e0bfc8bcbe5d6b" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, + "country": null, + "date_format": "yyyy-MM-dd", + "default_perspective": "", + "department": "IT", + "email": "simone.lundie@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Simone", + "gender": "Male", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Lundie", + "ldap_server": "", + "location": { + "display_value": "SHS quadra 5, Bloco E., Brasilia", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25b3d04b0a0a0bb300176b546c22db27" + }, + "locked_out": "false", + "manager": "", + "middle_name": "", + "mobile_phone": "(514) 305-4705", + "name": "Simone Lundie", + "notification": "Enable", + "password_needs_reset": "false", + "phone": "(514) 754-1243", + "photo": "", + "preferred_language": "English", + "roles": "", + "schedule": "", + "source": "", + "state": "", + "street": "", + "sys_class_name": "User", + "sys_created_by": "admin", + "sys_created_on": "2012-02-17 19:04:51", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a6826bf03710200044e0bfc8bcbe5dd4", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:10", + "time_format": null, + "time_zone": "Canada/Pacific", + "title": "inspectoral capillaceous camphine mirrorscope bureau", + "user_name": "8664936681095018662", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "time_zone", + "date_format", + "preferred_language", + "active", + "department", + "phone" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME UK", + "link": "https://dev215901.service-now.com/api/now/table/core_company/a66b1fb03710200044e0bfc8bcbe5d08" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, + "country": null, + "date_format": "MM-dd-yyyy", + "default_perspective": "", + "department": "IT", + "email": "wes.fontanella@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Wes", + "gender": "Male", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Fontanella", + "ldap_server": "", + "location": { + "display_value": "3 Whitehall Court, London", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/8225b668ac1d55eb679878e192fca315" + }, + "locked_out": "false", + "manager": "", + "middle_name": "", + "mobile_phone": "(514) 827-4016", + "name": "Wes Fontanella", + "notification": "Enable", + "password_needs_reset": "false", + "phone": "(514) 742-4734", + "photo": "", + "preferred_language": "English", + "roles": "", + "schedule": "", + "source": "", + "state": "", + "street": "", + "sys_class_name": "User", + "sys_created_by": "admin", + "sys_created_on": "2012-02-17 19:04:52", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e2826bf03710200044e0bfc8bcbe5dd7", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:12", + "time_format": null, + "time_zone": "Canada/Eastern", + "title": "deozonizer nettly Hypocreaceae effort undose", + "user_name": "3710598716936529332", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "password_needs_reset", + "time_zone", + "locked_out", + "title", + "internal_integration_user", + "calendar_integration" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME UK", + "link": 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"active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "title", + "preferred_language", + "locked_out", + "internal_integration_user", + "web_service_access_only", + "date_format" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME France", + "link": 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"calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "password_needs_reset", + "phone", + "web_service_access_only", + "internal_integration_user", + "mobile_phone", + "time_zone" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME UK", + "link": 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"user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "phone", + "time_zone", + "calendar_integration", + "internal_integration_user", + "mobile_phone", + "title" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Human Resources", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d04719c0a80a6426eb795cc87f5797" + }, + "country": null, + "date_format": "dd-MM-yyyy", + "default_perspective": "", + "department": "HR", + "email": "steve.schorr@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Steve", + 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"web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "internal_integration_user", + "calendar_integration", + "locked_out", + "department", + "preferred_language", + "date_format" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME Italy", + "link": "https://dev215901.service-now.com/api/now/table/core_company/187d13f03710200044e0bfc8bcbe5df2" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, + "country": null, + "date_format": "dd.MM.yyyy", + "default_perspective": "", + "department": "IT", + "email": "mildred.gallegas@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Mildred", + "gender": "Female", + 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"web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "calendar_integration", + "web_service_access_only", + "mobile_phone", + "department", + "preferred_language", + "internal_integration_user" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Engineering", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d07bddc0a80a647cf932056ed24652" + }, + "country": null, + "date_format": "dd-MM-yyyy", + "default_perspective": "", + "department": "Development", + "email": "billie.cowley@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": 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"phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "title", + "internal_integration_user", + "locked_out", + "password_needs_reset", + "time_zone", + "active" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, + "country": null, + "date_format": "dd/MM/yyyy", + "default_perspective": "", + "department": "IT", + "email": "brice.hedglin@example.com", + "employee_number": "", 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Webmail appears to be down.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to email from my laptop.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000047", + "opened_at": "2023-09-18 13:53:18", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - 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Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "category", + "assignment_group", + "business_service", + "knowledge", + "rfc", + "number", + "resolved_by", + "impact", + "problem_id" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Service Desk", + "business_duration": "23 Days 12 Hours 58 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,033,892", + "calendar_duration": "98 Days 19 Hours 58 Minutes", + "calendar_stc": "8,539,092", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-07 16:58:58", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Hard drive is still making grinding and clicking noises and now I can't delete a file. I've tried to delete it 3 times.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000028", + "opened_at": "2023-07-02 16:58:00", + "opened_by": { + "display_value": "Rick Berzle", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My disk is still having issues. Can't delete a file", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 16:58:44", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f3ee0ea9fe198100c5c0e53d5abe0b", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:31", + "task_effective_number": "INC0000028", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "contact_type", + "parent_incident", + "problem_id", + "close_notes", + "rfc", + "description", + "number", + "impact", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "2018-12-13 01:18:55", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by caller", + "close_notes": "backslap chirotype soberer withheld pickeer", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to send or receive emails.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009005", + "opened_at": "2018-08-31 21:35:21", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Email server is down.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": "Email", + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-08-31 21:35:45", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ed92e8d173d023002728660c4cf6a7bc", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:18:55", + "task_effective_number": "INC0009005", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "problem_id", + "rfc", + "contact_type", + "impact", + "resolved_by", + "category", + "knowledge", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "ostein panoram orsellic megadynamics outworth", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. Login credentials and network connection are working though.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000050", + "opened_at": "2023-09-18 14:58:24", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access Exchange server - is it down?", + "sla_due": "2025-05-20 22:58:24", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:49:40", + "task_effective_number": "INC0000050", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "caused_by", + "impact", + "description", + "parent_incident", + "cmdb_ci", + "resolved_by", + "category", + "problem_id" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "unsad benzanilide borstall uroscopic agnostically", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Tried to connect to SAP and all I see is a \"Connecting\u2026.\" message but nothing else happens.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - 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Need to do some further research.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Nothing loads in the application. 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Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "category", + "impact", + "knowledge", + "problem_id", + "parent_incident", + "description", + "business_service", + "service_offering", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "2024-03-11 11:16:28", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Openspace", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "1", + "close_code": "Solution provided", + "close_notes": "optometer bambocciade decorated hyponymous inirritative", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:26:20 - 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High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "parent_incident", + "close_notes", + "rfc", + "urgency", + "problem_id", + "business_service", + "close_code", + "category" + ], + "template_record": { + "active": "true", + "activity_due": "2015-11-24 09:47:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Christen Mitchell", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "renourish spongily stenothermal Walpolean diarthrodial", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Materials Management", + "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", + "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Nothing loads in the application. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "1 - High", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "153 South Sierra Avenue, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000054", + "opened_at": "2015-11-02 12:49:08", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Materials Management is slow or there is an outage", + "sla_due": "2015-11-02 04:45:24", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2015-11-02 12:49:08", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71da88ac0a801670061eabfe4b28f77", + "sys_mod_count": "95", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000054", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "impact", + "urgency", + "category", + "contact_type", + "close_notes", + "problem_id", + "resolved_by", + "description", + "number" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Network", + "business_duration": "19 Days 20 Hours 55 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,716,900", + "calendar_duration": "83 Days 19 Hours 55 Minutes", + "calendar_stc": "7,242,900", + "caller_id": "Rick Berzle", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 18:02:14", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to wifi. Keep getting \"unable to join network\" message.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000030", + "opened_at": "2023-07-17 17:01:12", + "opened_by": { + "display_value": "Rick Berzle", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Lost connection to the wireless network", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 17:02:01", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f6ede0a9fe198100e10154c34a0c2a", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:37", + "task_effective_number": "INC0000030", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "urgency", + "rfc", + "contact_type", + "number", + "category", + "service_offering", + "cmdb_ci", + "parent_incident", + "assignment_group" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "overhappy unrequitedness faceted glycolysis weldment", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. Login credentials and network connection are working though.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000050", + "opened_at": "2023-09-18 14:58:24", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access Exchange server - is it down?", + "sla_due": "2025-05-20 22:58:24", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:49:40", + "task_effective_number": "INC0000050", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + } +] \ No newline at end of file diff --git a/Level-11/create_user_task.json b/Level-11/create_user_task.json new file mode 100644 index 0000000000000000000000000000000000000000..a6575f799e2d674ecbf2fb38d8331954c627f3cb --- /dev/null +++ b/Level-11/create_user_task.json @@ -0,0 +1,2122 @@ +[ + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "active", + "date_format", + "mobile_phone", + "internal_integration_user", + "preferred_language", + "title", + "time_zone" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, + "country": null, + "date_format": "yyyy-MM-dd", + "default_perspective": "", + "department": "Sales", + "email": "teri.erlewine@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Teri", + "gender": "Female", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Erlewine", + "ldap_server": "", + "location": { + "display_value": "30 Katharinenstr, Hamburg", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/5d000ca93790200044e0bfc8bcbe5d8c" + }, + "locked_out": "false", + "manager": "", + "middle_name": "", + "mobile_phone": "(514) 307-1860", + "name": "Teri Erlewine", + "notification": "Enable", + "password_needs_reset": "false", + "phone": "(514) 108-4742", + "photo": "", + "preferred_language": "English", + "roles": "", + "schedule": "", + "source": "", + "state": "", + "street": "", + "sys_class_name": "User", + "sys_created_by": "admin", + "sys_created_on": "2012-02-17 19:04:53", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "b682abf03710200044e0bfc8bcbe5d33", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:11", + "time_format": null, + "time_zone": "Europe/Dublin", + "title": "fanaticize worriment oftwhiles purgeable reservice", + "user_name": "5695899534479169816", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "locked_out", + "phone", + "active", + "preferred_language", + "web_service_access_only", + "password_needs_reset", + "calendar_integration" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME UK", + "link": "https://dev215901.service-now.com/api/now/table/core_company/a66b1fb03710200044e0bfc8bcbe5d08" + }, + "cost_center": { + "display_value": "Engineering", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d07bddc0a80a647cf932056ed24652" + }, + "country": null, + "date_format": "dd.MM.yyyy", + "default_perspective": "", + "department": "Product Management", + "email": "athena.fontanilla@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Athena", + "gender": "Female", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Fontanilla", + "ldap_server": "", + "location": { + "display_value": "Paradise Road, Richmond, London", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/dbf58f340a0a0a6500642f419a24109d" + }, + "locked_out": "false", + "manager": "", + "middle_name": "", + "mobile_phone": "(514) 376-2184", + "name": "Athena Fontanilla", + "notification": "Enable", + "password_needs_reset": "false", + "phone": "(514) 485-6311", + "photo": "", + "preferred_language": "English", + "roles": "", + "schedule": "", + "source": "", + "state": "", + "street": "", + "sys_class_name": "User", + "sys_created_by": "admin", + "sys_created_on": "2012-02-17 19:04:52", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "3e826bf03710200044e0bfc8bcbe5df2", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:08", + "time_format": null, + "time_zone": "Europe/Amsterdam", + "title": "andirine unmatronlike overnervously earful substantify", + "user_name": "-141201943080276863", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "locked_out", + "preferred_language", + "title", + "internal_integration_user", + "department", + "phone", + "time_zone" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Engineering", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d07bddc0a80a647cf932056ed24652" + }, + "country": null, + "date_format": "dd-MM-yyyy", + "default_perspective": "", + "department": "Development", + "email": "felipe.gould@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Felipe", + "gender": "Male", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Gould", + "ldap_server": "", + "location": { + "display_value": 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Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2023-09-30 10:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2023-09-30 10:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2023-09-30 10:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2023-09-18 11:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Receiving error message with \"network path not found.\"", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "450 Lexington Avenue, New York,NY", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/5f669b59c0a8010e00209343c0c6f9c1" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000049", + "opened_at": "2023-09-18 14:56:37", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "2 - 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High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "number", + "problem_id", + "close_code", + "rfc", + "category", + "service_offering", + "caused_by", + "parent_incident", + "assignment_group" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Biloculina undisconcerted Brasenia disrealize grouseward", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Sales Force Automation", + "comments": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to login to SFA even though login credentials are correct.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000046", + "opened_at": "2023-09-18 15:04:15", + "opened_by": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "PRB0000006", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access SFA software", + "sla_due": "2023-09-27 15:04:15", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-09-17 15:05:30", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a9e30c7dc61122760116894de7bcc7bd", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "glide.maint", + "sys_updated_on": "2023-09-17 15:37:27", + "task_effective_number": "INC0000046", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "rfc", + "contact_type", + "urgency", + "category", + "knowledge", + "description", + "caused_by", + "parent_incident", + "cmdb_ci", + "close_notes" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:44:20", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "", + "business_duration": "11 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "719", + "calendar_duration": "11 Minutes", + "calendar_stc": "719", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "eastern ornithologically Alemannic pithecoid Iraqian", + "closed_at": "2023-06-13 17:30:02", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-10-02 16:21:05 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\n\n", + "comments_and_work_notes": "2023-10-02 16:21:05 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need to adjust layout of UI, add additional fields, and remove a few buttons. We are missing some critical fields that need to get added immediately.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "Hamburg", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25be3d930a0a0bb30011cc746a77c370" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000031", + "opened_at": "2023-06-13 17:18:03", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need help with Remedy. Can we configure UI?", + "sla_due": "2023-06-14 01:18:03", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-11 17:18:48", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "47064b68a9fe19810186793eefffc9b7", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:44:20", + "task_effective_number": "INC0000031", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "urgency", + "resolved_by", + "service_offering", + "assignment_group", + "cmdb_ci", + "impact", + "problem_id", + "parent_incident", + "caused_by", + "description" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Charlie Whitherspoon", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46b87022a9fe198101a78787e40d7547" + }, + "assignment_group": "Service Desk", + "business_duration": "21 Days 21 Hours 46 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,892,781", + "calendar_duration": "91 Days 20 Hours 46 Minutes", + "calendar_stc": "7,937,181", + "caller_id": "Fred Luddy", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-10 16:10:06", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "MailServerUS", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "User can't access email on mail.company.com.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000001", + "opened_at": "2023-07-09 16:09:51", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000007", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "Can't read email", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "pat", + "sys_created_on": "2022-02-07 10:24:13", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9c573169c611228700193229fff72400", + "sys_mod_count": "21", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:07", + "task_effective_number": "INC0000001", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "close_code", + "cmdb_ci", + "close_notes", + "rfc", + "impact", + "service_offering", + "problem_id", + "caused_by", + "business_service" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "survey user", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Known error", + "close_notes": "bloc spiritus bonduc nonexertion pumicer", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Virtual Agent", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "row phalansterism vineland fruitlessness fractious", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0008001", + "opened_at": "2021-01-15 13:04:14", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "ATF:TEST2", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2021-01-15 13:04:34", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "0c5f3cece1b12010f877971dea0b1449", + "sys_mod_count": "2", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2021-01-21 15:31:42", + "task_effective_number": "INC0008001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "resolved_by", + "contact_type", + "cmdb_ci", + "close_code", + "rfc", + "description", + "problem_id", + "parent_incident", + "urgency", + "service_offering" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "underargue Amphistoma bluelegs animize microplastocyte", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WEBSERVER", + "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000040", + "opened_at": "2023-07-11 17:42:45", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "JavaScript error on hiring page of corporate website", + "sla_due": "UNKNOWN", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:43:54", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471d4732a9fe198100affbf655e59172", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:46:30", + "task_effective_number": "INC0000040", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "impact", + "urgency", + "close_code", + "number", + "problem_id", + "category", + "contact_type", + "caused_by", + "cmdb_ci" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "0 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "0", + "calendar_duration": "1 Minute", + "calendar_stc": "114", + "caller_id": "David Miller", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "1", + "close_code": "No resolution provided", + "close_notes": "This is not an issue with the USB port. Replaced the headset to resolve the issue.", + "closed_at": "2018-12-09 19:29:08", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "My computer is not detecting the headphone device. It could be an issue with the USB port.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009002", + "opened_at": "2018-09-16 05:49:23", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2018-09-16 05:51:17", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My computer is not detecting the headphone device", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-09-16 05:50:05", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "1c832706732023002728660c4cf6a7b9", + "sys_mod_count": "9", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:00", + "task_effective_number": "INC0009002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - 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{ + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "phone", + "web_service_access_only", + "internal_integration_user", + "title", + "department", + "locked_out", + "calendar_integration", + "time_zone" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME UK", + 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System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", + "comments_and_work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Logged in and didn't see my home directory. 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I think there is an outage.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to get into the SAP Sales app. It was working yesterday.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000055", + "opened_at": "2023-09-18 21:47:23", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Sales app is not accessible", + "sla_due": "2023-09-18 05:47:23", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 21:49:39", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71f7935c0a8016700802b64c67c11c6", + "sys_mod_count": "10", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-02 16:08:31", + "task_effective_number": "INC0000055", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "problem_id", + "business_service", + "rfc", + "urgency", + "contact_type", + "assignment_group", + "cmdb_ci", + "close_notes", + "parent_incident", + "caused_by", + "category" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Network", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "weeny corroboratory Gressoria gimper archgovernor", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "MailServerUS", + "comments": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to access Oregon mail server. Is it down?", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000039", + "opened_at": "2023-07-11 17:41:01", + "opened_by": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Trouble getting to Oregon mail server", + "sla_due": "2023-08-01 17:41:01", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:42:29", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471bfbc7a9fe198101e77a3e10e5d47f", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:39:15", + "task_effective_number": "INC0000039", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "number", + "description", + "resolved_by", + "close_notes", + "contact_type", + "problem_id", + "urgency", + "impact", + "parent_incident", + "service_offering", + "close_code" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Hardware", + "business_duration": "25 Days 21 Hours 1 Minute", + "business_impact": "", + "business_service": "", + "business_stc": "2,235,673", + "calendar_duration": "107 Days 20 Hours 1 Minute", + "calendar_stc": "9,316,873", + "caller_id": "Rick Berzle", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-06-25 16:56:53", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Hard drive has been making a loud grinding noise for the last two days.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000026", + "opened_at": "2023-06-23 16:54:59", + "opened_by": { + "display_value": "Rick Berzle", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Seem to have an issue with my hard drive...", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 16:56:03", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f1784ba9fe19810018aa27fbb23482", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:35", + "task_effective_number": "INC0000026", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "urgency", + "assignment_group", + "number", + "knowledge", + "close_notes", + "cmdb_ci", + "rfc", + "contact_type", + "category", + "caused_by", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "2018-12-13 01:18:55", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by caller", + "close_notes": "honorability reapplicant ravigote quaffingly omasum", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Virtual Agent", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to send or receive emails.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009005", + "opened_at": "2018-08-31 21:35:21", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Email server is down.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": "Email", + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-08-31 21:35:45", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ed92e8d173d023002728660c4cf6a7bc", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:18:55", + "task_effective_number": "INC0009005", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "contact_type", + "knowledge", + "assignment_group", + "impact", + "parent_incident", + "caused_by", + "number", + "close_notes", + "service_offering", + "resolved_by", + "rfc" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Service Desk", + "business_duration": "23 Days 12 Hours 58 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,033,892", + "calendar_duration": "98 Days 19 Hours 58 Minutes", + "calendar_stc": "8,539,092", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-07 16:58:58", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Hard drive is still making grinding and clicking noises and now I can't delete a file. I've tried to delete it 3 times.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000028", + "opened_at": "2023-07-02 16:58:00", + "opened_by": { + "display_value": "Rick Berzle", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My disk is still having issues. 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glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. Login credentials and network connection are working though.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000050", + "opened_at": "2023-09-18 14:58:24", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access Exchange server - is it down?", + "sla_due": "2025-05-20 22:58:24", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:49:40", + "task_effective_number": "INC0000050", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "parent_incident", + "close_code", + "resolved_by", + "cmdb_ci", + "knowledge", + "close_notes", + "business_service", + "impact", + "category", + "assignment_group" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "", + "business_duration": "20 Days 5 Hours 4 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,746,251", + "calendar_duration": "84 Days 20 Hours 4 Minutes", + "calendar_stc": "7,329,851", + "caller_id": "Fred Luddy", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-21 16:52:17", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "We have a new hire starting on Monday. She will need to be set up with a desk, laptop, phone, email account, and systems access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000021", + "opened_at": "2023-07-16 16:52:01", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "New employee hire", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 16:52:18", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46ee0924a9fe198100f1cf78c198454a", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:56:12", + "task_effective_number": "INC0000021", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "assignment_group", + "knowledge", + "contact_type", + "number", + "category", + "cmdb_ci", + "caused_by", + "description", + "close_code", + "rfc", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:49", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "2 Hours 32 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "9,173", + "calendar_duration": "1 Day 1 Minute", + "calendar_stc": "86,495", + "caller_id": "Taylor Vreeland", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "annuitant harlequinade thoughted unprophetlike went", + "closed_at": "2023-06-27 16:44:21", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Were the permissions on the sales forecast spreadsheet changed recently? They were editable last week but are read only today. Can someone update the permissions to make the spreadsheet editable again? We need to update the spreadsheet ASAP.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "400 Pryor Street Southwest, Atlanta,GA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1081761cc611227501d063fd3475a2de" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000018", + "opened_at": "2023-06-26 16:42:46", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Sales forecast spreadsheet is READ ONLY", + "sla_due": "2023-06-27 00:42:46", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:42:56", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e57642a9fe1981000b96a5dca501ff", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:37:49", + "task_effective_number": "INC0000018", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + } +] \ No newline at end of file diff --git a/Level-13/create_user_task.json b/Level-13/create_user_task.json new file mode 100644 index 0000000000000000000000000000000000000000..7703e35446c5445799a788f6093e6b18cef1198c --- /dev/null +++ b/Level-13/create_user_task.json @@ -0,0 +1,2153 @@ +[ + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "time_zone", + "calendar_integration", + "preferred_language", + "active", + "title", + "date_format", + "password_needs_reset", + "locked_out", + "department" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME South America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/227cdfb03710200044e0bfc8bcbe5d6b" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, + "country": null, + "date_format": "yyyy-MM-dd", + "default_perspective": "", + "department": "IT", + "email": "amelia.caputo@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Amelia", + "gender": "Female", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Caputo", + "ldap_server": "", + "location": { + "display_value": "SHS quadra 5, Bloco E., Brasilia", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25b3d04b0a0a0bb300176b546c22db27" + }, + "locked_out": "false", + "manager": "", + "middle_name": "", + "mobile_phone": "(514) 844-1957", + "name": "Amelia Caputo", + "notification": "Enable", + "password_needs_reset": "false", + "phone": "(514) 452-6538", + "photo": "", + "preferred_language": "English", + "roles": "", + "schedule": "", + "source": "", + "state": "", + "street": "", + "sys_class_name": "User", + "sys_created_by": "admin", + "sys_created_on": "2012-02-17 19:04:52", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "aa826bf03710200044e0bfc8bcbe5dd6", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:10", + "time_format": null, + "time_zone": "Europe/Brussels", + "title": "cutlery unridered wrister passo sedimentate", + "user_name": "4773408221954503065", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "phone", + "title", + "web_service_access_only", + "locked_out", + "mobile_phone", + "department", + "date_format", + "calendar_integration", + "preferred_language" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME France", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fbfe03ac1d55eb286d832de58ae1fd" + }, + "cost_center": { + "display_value": "Customer Support", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/91e8bbf43710200044e0bfc8bcbe5daa" + }, + "country": null, + "date_format": "MM-dd-yyyy", + "default_perspective": "", + "department": "Customer Support", + "email": "lyman.whittley@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Lyman", + "gender": "Male", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Whittley", + "ldap_server": "", + "location": { + "display_value": "27, Boulevard Vitton, Paris", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/8226baa4ac1d55eb40eb653c02649519" + }, + "locked_out": "false", + "manager": "", + "middle_name": "", + "mobile_phone": "(514) 834-2472", + "name": "Lyman Whittley", + "notification": "Enable", + "password_needs_reset": "false", + "phone": "(514) 840-1688", + "photo": "", + "preferred_language": "English", + "roles": "", + "schedule": "", + "source": "", + "state": "", + "street": "", + "sys_class_name": "User", + "sys_created_by": "admin", + "sys_created_on": "2012-02-17 19:04:49", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "b9826bf03710200044e0bfc8bcbe5d29", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:11", + "time_format": null, + "time_zone": "US/Eastern", + "title": "pachydermic Percheron preoperator procrypsis annoyful", + "user_name": "-7394154282275533201", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "department", + "internal_integration_user", + "password_needs_reset", + "calendar_integration", + "locked_out", + "preferred_language", + "phone", + "date_format", + "web_service_access_only" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME South America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/227cdfb03710200044e0bfc8bcbe5d6b" + }, + "cost_center": { + "display_value": "Customer Support", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/91e8bbf43710200044e0bfc8bcbe5daa" + }, + "country": null, + "date_format": "dd.MM.yyyy", + "default_perspective": "", + "department": "Customer Support", + "email": "laurie.bibbs@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Laurie", + "gender": "Female", + "home_phone": 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Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_code", + "description", + "service_offering", + "resolved_by", + "business_service", + "caused_by", + "contact_type", + "close_notes", + "assignment_group", + "category", + "rfc", + "cmdb_ci" + ], + "template_record": { + "active": "false", + "activity_due": "2023-10-02 16:17:01", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "assignment_group": "Hardware", + "business_duration": "21 Days 15 Hours 14 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,869,258", + "calendar_duration": "89 Days 7 Minutes", + "calendar_stc": "7,690,046", + "caller_id": "Alejandro Mascall", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "Fixed", + "closed_at": "2023-10-10 16:19:01", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "ApplicationServerPeopleSoft", + "comments": "", + "comments_and_work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "contact_type": "Email", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000005", + "opened_at": "2023-07-05 16:06:52", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - 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High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "cmdb_ci", + "contact_type", + "close_code", + "rfc", + "service_offering", + "problem_id", + "business_service", + "impact", + "number", + "resolved_by", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-02 16:50:20", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "maniacally poodleish migmatite Juan zaphara", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Financial Accounting", + "comments": "2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "comments_and_work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Main menu doesn't load when I open the SAP Financial Accounting application.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "261 North Highway 101, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000052", + "opened_at": "2023-09-18 13:48:40", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Financial Accounting application appears to be down", + "sla_due": "2023-09-18 05:40:39", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7195138c0a8016700fd68449cfcd484", + "sys_mod_count": "94", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-02 14:50:24", + "task_effective_number": "INC0000052", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "assignment_group", + "close_notes", + "service_offering", + "category", + "urgency", + "cmdb_ci", + "business_service", + "knowledge", + "close_code", + "resolved_by", + "problem_id", + "contact_type" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Known error", + "close_notes": "bohireen unslotted hectorly pseudohypertrophic praxis", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:30:24 - 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System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to access Oregon mail server. 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Low", + "short_description": "Trouble getting to Oregon mail server", + "sla_due": "2023-08-01 17:41:01", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:42:29", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471bfbc7a9fe198101e77a3e10e5d47f", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:39:15", + "task_effective_number": "INC0000039", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "parent_incident", + "impact", + "description", + "cmdb_ci", + "resolved_by", + "caused_by", + "category", + "number", + "rfc", + "contact_type", + "service_offering", + "assignment_group" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "0 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "0", + "calendar_duration": "31 Minutes", + "calendar_stc": "1,905", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Workaround provided", + "close_notes": "Reinstalled the app", + "closed_at": "2018-08-30 02:49:17", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Having an issue with users trying to access the company portal app", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009003", + "opened_at": "2018-08-30 02:17:32", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2018-08-30 02:49:17", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Cannot sign into the company portal app", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-08-30 02:18:00", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9fffc328731823002728660c4cf6a742", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:39:53", + "task_effective_number": "INC0009003", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "assignment_group", + "service_offering", + "rfc", + "number", + "business_service", + "category", + "close_notes", + "resolved_by", + "impact", + "contact_type", + "description", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:40:45", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "collembolic vanillate flue mannerable Minyan", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Controlling", + "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n", + "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000051", + "opened_at": "2023-09-18 13:48:32", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Manager can't access SAP Controlling application", + "sla_due": "2023-09-18 05:36:33", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:32", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7158da0c0a8016700eef46c8d1f3661", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:40:45", + "task_effective_number": "INC0000051", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "close_notes", + "number", + "close_code", + "business_service", + "problem_id", + "description", + "resolved_by", + "rfc", + "contact_type", + "parent_incident", + "caused_by" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Hardware", + "business_duration": "23 Days 20 Hours 36 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,061,396", + "calendar_duration": "99 Days 19 Hours 36 Minutes", + "calendar_stc": "8,624,196", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-01 17:35:27", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Multiple employees have reported that they are unable to send/receive email.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000032", + "opened_at": "2023-07-01 17:19:36", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "EMAIL Server Down Again", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 17:20:14", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "47079b68a9fe198100a614a4c225c88d", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:54", + "task_effective_number": "INC0000032", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "contact_type", + "knowledge", + "caused_by", + "parent_incident", + "problem_id", + "cmdb_ci", + "assignment_group", + "close_code", + "business_service", + "impact", + "description", + "rfc" + ], + "template_record": { + "active": "true", + "activity_due": "2023-09-30 12:54:01", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Charlie Whitherspoon", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "endower sphenoparietal nonterminating Asterope recommission", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WeatherBug", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "WeatherBug icon has disappeared from my desktop. Unable to get my weather report.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "Johannesburg", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25c1dc820a0a0bb300190ad8f85b3839" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000029", + "opened_at": "2023-07-09 17:00:44", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "I can't get my weather report", + "sla_due": "2023-07-10 01:00:44", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 17:01:31", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f67787a9fe198101e06dfcf3a78e99", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:50:57", + "task_effective_number": "INC0000029", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "number", + "cmdb_ci", + "description", + "knowledge", + "assignment_group", + "contact_type", + "category", + "rfc", + "business_service", + "urgency", + "service_offering", + "close_notes" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "assignment_group": "Service Desk", + "business_duration": "19 Days 19 Hours 56 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,713,373", + "calendar_duration": "81 Days 19 Hours 23 Minutes", + "calendar_stc": "7,068,206", + "caller_id": "Natasha Ingram", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-22 17:33:33", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "CALLXPR1", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Forgot password and unable to log in. 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Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000040", + "opened_at": "2023-07-11 17:42:45", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - 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System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", + "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Nothing loads in the application. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "1 - High", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "153 South Sierra Avenue, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000054", + "opened_at": "2015-11-02 12:49:08", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Materials Management is slow or there is an outage", + "sla_due": "2015-11-02 04:45:24", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2015-11-02 12:49:08", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71da88ac0a801670061eabfe4b28f77", + "sys_mod_count": "95", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000054", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "contact_type", + "resolved_by", + "parent_incident", + "close_notes", + "description", + "urgency", + "problem_id", + "category", + "knowledge", + "service_offering", + "assignment_group", + "impact", + "number" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "unsubjectedness reprobance shoregoing syncerebral gehlenite", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. 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Login credentials and network connection are working though.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000050", + "opened_at": "2023-09-18 14:58:24", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access Exchange server - is it down?", + "sla_due": "2025-05-20 22:58:24", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:49:40", + "task_effective_number": "INC0000050", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "urgency", + "rfc", + "category", + "impact", + "contact_type", + "description", + "resolved_by", + "number", + "problem_id", + "business_service", + "knowledge", + "cmdb_ci", + "service_offering" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Network", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "anticovenanter Theriodontia housewife hyperirritable shinily", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "MailServerUS", + "comments": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to access Oregon mail server. Is it down?", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000039", + "opened_at": "2023-07-11 17:41:01", + "opened_by": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Trouble getting to Oregon mail server", + "sla_due": "2023-08-01 17:41:01", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:42:29", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471bfbc7a9fe198101e77a3e10e5d47f", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:39:15", + "task_effective_number": "INC0000039", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "cmdb_ci", + "problem_id", + "service_offering", + "caused_by", + "parent_incident", + "close_code", + "urgency", + "assignment_group", + "business_service", + "resolved_by", + "rfc", + "impact" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "No resolution provided", + "close_notes": "heavenlike pinchem attentive faust rosolite", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "2016-08-10 09:14:29 - System Administrator (Additional comments)\ntest\n\n", + "comments_and_work_notes": "2016-08-10 09:14:29 - System Administrator (Additional comments)\ntest\n\n", + "company": "", + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I can access my personal folder but can't access my team's folder on our file share.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000059", + "opened_at": "2016-08-10 09:14:29", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - 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All my PDFs are read only now. How do I unlock them?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000038", + "opened_at": "2023-07-16 17:36:44", + "opened_by": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:13", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "my PDF docs are all locked from editing", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-22 17:38:00", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "4717dfe5a9fe198100450448b2404c16", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:57:55", + "task_effective_number": "INC0000038", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "resolved_by", + "impact", + "business_service", + "category", + "number", + "service_offering", + "rfc", + "knowledge", + "caused_by", + "close_code", + "description", + "assignment_group", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bow Ruggeri", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "unearthliness coxcombry ineradicable winkered mesothetical", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000041", + "opened_at": "2023-07-11 17:44:53", + "opened_by": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My desk phone does not work", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "bow", + "sys_created_on": "2023-07-11 17:45:27", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471eb058a9fe198100f89592e1ea93d3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:52:15", + "task_effective_number": "INC0000041", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "contact_type", + "service_offering", + "caused_by", + "business_service", + "description", + "close_notes", + "parent_incident", + "impact", + "resolved_by", + "cmdb_ci", + "close_code", + "problem_id", + "number" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "valleyful theb undecisive adephagan impressionistically", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. Login credentials and network connection are working though.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000050", + "opened_at": "2023-09-18 14:58:24", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access Exchange server - is it down?", + "sla_due": "2025-05-20 22:58:24", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:49:40", + "task_effective_number": "INC0000050", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "business_service", + "close_code", + "cmdb_ci", + "close_notes", + "description", + "knowledge", + "contact_type", + "urgency", + "rfc", + "category", + "parent_incident", + "problem_id", + "caused_by" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Software", + "business_duration": "23 Days 20 Hours 46 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,061,992", + "calendar_duration": "99 Days 19 Hours 46 Minutes", + "calendar_stc": "8,624,792", + "caller_id": "Rick Berzle", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "asdasdasdsad", + "closed_at": "2023-06-23 17:26:41", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n", + "comments_and_work_notes": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Last automated backup occurred two nights ago. Did we change automated backup schedule?", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000034", + "opened_at": "2023-06-22 13:25:29", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-09-30 09:12:01", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Does not look like a backup occurred last night", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-11 17:26:28", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "470d51a0a9fe1981006c20c825e48933", + "sys_mod_count": "7", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:53:47", + "task_effective_number": "INC0000034", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "number", + "knowledge", + "close_code", + "resolved_by", + "rfc", + "close_notes", + "problem_id", + "assignment_group", + "business_service", + "parent_incident", + "description", + "contact_type", + "impact" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bow Ruggeri", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "understood overreaching Dirichletian octadrachm ceraunoscope", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000041", + "opened_at": "2023-07-11 17:44:53", + "opened_by": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My desk phone does not work", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "bow", + "sys_created_on": "2023-07-11 17:45:27", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471eb058a9fe198100f89592e1ea93d3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:52:15", + "task_effective_number": "INC0000041", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "problem_id", + "caused_by", + "knowledge", + "service_offering", + "close_notes", + "business_service", + "close_code", + "category", + "contact_type", + "cmdb_ci", + "description", + "rfc", + "impact" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "0 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "0", + "calendar_duration": "1 Minute", + "calendar_stc": "114", + "caller_id": "David Miller", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "1", + "close_code": "Solution provided", + "close_notes": "This is not an issue with the USB port. Replaced the headset to resolve the issue.", + "closed_at": "2018-12-09 19:29:08", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Walk-in", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "My computer is not detecting the headphone device. It could be an issue with the USB port.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009002", + "opened_at": "2018-09-16 05:49:23", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2018-09-16 05:51:17", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My computer is not detecting the headphone device", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-09-16 05:50:05", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "1c832706732023002728660c4cf6a7b9", + "sys_mod_count": "9", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:00", + "task_effective_number": "INC0009002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - 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Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009003", + "opened_at": "2018-08-30 02:17:32", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2018-08-30 02:49:17", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Cannot sign into the company portal app", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-08-30 02:18:00", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9fffc328731823002728660c4cf6a742", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:39:53", + "task_effective_number": "INC0009003", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - 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System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "comments_and_work_notes": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing puddles of water on the floor of the server room. We've put buckets out to collect the water until this is fixed.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000016", + "opened_at": "2023-06-20 16:40:23", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Rain is leaking on main DNS Server", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:41:15", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e3e949a9fe19810069b824ba2c761a", + "sys_mod_count": "7", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:23", + "task_effective_number": "INC0000016", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "assignment_group", + "rfc", + "cmdb_ci", + "urgency", + "close_notes", + "category", + "description", + "parent_incident", + "impact", + "problem_id", + "service_offering", + "resolved_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:42:25", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Margaret Grey", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "hyposyllogistic bioplastic unicornic intastable nagger", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Human Resources", + "comments": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n", + "comments_and_work_notes": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I've been trying to access the SAP HR application for the last few hours. Each time I go into the application, nothing loads.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "261 North Highway 101, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000053", + "opened_at": "2023-09-18 13:48:46", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "The SAP HR application is not accessible", + "sla_due": "2023-09-18 05:42:45", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:46", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71b3b41c0a8016700a8ef040791e72a", + "sys_mod_count": "32", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:42:25", + "task_effective_number": "INC0000053", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "caused_by", + "problem_id", + "assignment_group", + "contact_type", + "rfc", + "parent_incident", + "cmdb_ci", + "close_code", + "urgency", + "service_offering", + "category", + "impact", + "knowledge" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-02 16:50:20", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "reluctate Buna outlipped kinase diehard", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Financial Accounting", + "comments": "2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "comments_and_work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Main menu doesn't load when I open the SAP Financial Accounting application.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "261 North Highway 101, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000052", + "opened_at": "2023-09-18 13:48:40", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Financial Accounting application appears to be down", + "sla_due": "2023-09-18 05:40:39", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7195138c0a8016700fd68449cfcd484", + "sys_mod_count": "94", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-02 14:50:24", + "task_effective_number": "INC0000052", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "urgency", + "description", + "knowledge", + "impact", + "parent_incident", + "resolved_by", + "business_service", + "rfc", + "cmdb_ci", + "close_code", + "contact_type", + "problem_id", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-09-30 12:54:01", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Charlie Whitherspoon", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "tailorage cashmere scowl postnuptially Mimi", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WeatherBug", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "WeatherBug icon has disappeared from my desktop. 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Need to do some further research.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Nothing loads in the application. 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Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "business_service", + "problem_id", + "knowledge", + "impact", + "rfc", + "caused_by", + "resolved_by", + "number", + "close_code", + "service_offering", + "urgency", + "description", + 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notes", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "implementation_plan": "Implementation plan", + "justification": "Justification", + "number": "Number", + "risk": "Risk", + "risk_impact_analysis": "Risk and impact analysis", + "service_offering": "Service offering", + "short_description": "Short description", + "test_plan": "Test plan" + }, + "task_fields": [ + "business_service", + "number", + "category", + "risk", + "service_offering", + "implementation_plan", + "close_code", + "assignment_group", + "cmdb_ci", + "backout_plan", + "close_notes", + "test_plan", + "justification", + "risk_impact_analysis", + "short_description", + "description" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Approved", + "approval_history": "2023-10-02 22:21:01 - glide.maint (Approval history)\nBow Ruggeri approved the task. 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beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to email from my laptop.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000047", + "opened_at": "2023-09-18 13:53:18", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Issue with email", + "sla_due": "2023-10-09 13:53:18", + "state": "In Progress", + "subcategory": "Email", + "sys_class_name": "Incident", + "sys_created_by": "employee", + "sys_created_on": "2023-09-18 13:53:47", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a9a16740c61122760004fe9095b7ddca", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:52", + "task_effective_number": "INC0000047", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "impact", + "assignment_group", + "knowledge", + "number", + "rfc", + "close_notes", + "service_offering", + "urgency", + "parent_incident", + "contact_type", + "close_code", + "business_service", + "category", + "cmdb_ci" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Hardware", + "business_duration": "23 Days 20 Hours 36 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,061,396", + "calendar_duration": "99 Days 19 Hours 36 Minutes", + "calendar_stc": "8,624,196", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-01 17:35:27", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Multiple employees have reported that they are unable to send/receive email.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000032", + "opened_at": "2023-07-01 17:19:36", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - 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System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", + "comments_and_work_notes": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Pages are taking more time to load than normal.", + "due_date": "", + "escalation": "High", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "(2)", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000048", + "opened_at": "2015-11-02 14:05:36", + "opened_by": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "4 - 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System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Email", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "INC0007001", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need access to the common drive.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:28:49", + "task_effective_number": "INC0007002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "description", + "contact_type", + "resolved_by", + "business_service", + "caused_by", + "knowledge", + "cmdb_ci", + "assignment_group", + "impact", + "problem_id", + "category", + "urgency", + "rfc", + "parent_incident" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Database", + "business_duration": "25 Days 13 Hours 49 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,209,752", + "calendar_duration": "106 Days 20 Hours 49 Minutes", + "calendar_stc": "9,233,352", + "caller_id": "Don Goodliffe", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 16:12:02", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "eFax", + "comments": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", + "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I tried sending a fax to a customer through the eFax online portal and also via email. 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High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000001", + "opened_at": "2023-07-09 16:09:51", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000007", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "Can't read email", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "pat", + "sys_created_on": "2022-02-07 10:24:13", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9c573169c611228700193229fff72400", + "sys_mod_count": "21", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:07", + "task_effective_number": "INC0000001", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - 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System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Employee payroll application server is down.Not able to login with valid credentials.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007001", + "opened_at": "2018-10-16 22:47:10", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - 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System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "comments_and_work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Main menu doesn't load when I open the SAP Financial Accounting application.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "261 North Highway 101, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000052", + "opened_at": "2023-09-18 13:48:40", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Financial Accounting application appears to be down", + "sla_due": "2023-09-18 05:40:39", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7195138c0a8016700fd68449cfcd484", + "sys_mod_count": "94", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-02 14:50:24", + "task_effective_number": "INC0000052", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "problem_id", + "parent_incident", + "caused_by", + "resolved_by", + "assignment_group", + "service_offering", + "description", + "category", + "number", + "contact_type", + "rfc", + "close_notes", + "business_service", + "close_code" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "Service Desk", + "business_duration": "18 Days 21 Hours 3 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,631,000", + "calendar_duration": "78 Days 20 Hours 3 Minutes", + "calendar_stc": "6,811,400", + "caller_id": "Fred Luddy", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Known error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-22 16:53:08", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "The landing page for our internal wiki isn't loading. I've refreshed it multiple times and it keeps timing out.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000024", + "opened_at": "2023-07-22 16:52:52", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Issue with a web page on wiki", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 16:53:13", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46ee8c2fa9fe198100623592c70d643e", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:44", + "task_effective_number": "INC0000024", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "description", + "cmdb_ci", + "close_notes", + "rfc", + "knowledge", + "assignment_group", + "contact_type", + "business_service", + "close_code", + "category", + "number", + "impact", + "problem_id" + ], + "template_record": { + "active": "true", + "activity_due": "2015-11-24 09:47:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Christen Mitchell", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "secluse trismus depthless tubulose semicoronated", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Materials Management", + "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", + "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Nothing loads in the application. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "1 - High", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "153 South Sierra Avenue, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000054", + "opened_at": "2015-11-02 12:49:08", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Materials Management is slow or there is an outage", + "sla_due": "2015-11-02 04:45:24", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2015-11-02 12:49:08", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71da88ac0a801670061eabfe4b28f77", + "sys_mod_count": "95", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000054", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "problem_id", + "caused_by", + "contact_type", + "parent_incident", + "category", + "service_offering", + "close_code", + "close_notes", + "business_service", + "resolved_by", + "rfc", + "assignment_group", + "cmdb_ci", + "impact" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Workaround provided", + "close_notes": "roughdry Raphidoidea biserially minutia Curupira", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "INC0007001", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need access to the common drive.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:28:49", + "task_effective_number": "INC0007002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + } +] \ No newline at end of file diff --git a/Level-16/create_user_task.json b/Level-16/create_user_task.json new file mode 100644 index 0000000000000000000000000000000000000000..d9a1720dd9ad4b9bfa89757ebf219761c58cafe9 --- /dev/null +++ b/Level-16/create_user_task.json @@ -0,0 +1,2198 @@ +[ + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "department", + "title", + "locked_out", + "time_zone", + "active", + "mobile_phone", + "calendar_integration", + "password_needs_reset", + "internal_integration_user", + "date_format", + "web_service_access_only", + "phone" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Engineering", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d07bddc0a80a647cf932056ed24652" + }, + "country": null, + "date_format": "dd/MM/yyyy", + "default_perspective": "", + "department": "Development", + "email": "candice.bruckman@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Candice", + "gender": "Female", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Bruckman", + "ldap_server": "", + "location": { + "display_value": "946 Donax Avenue, Imperial Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/f9084ba00a0a0b910060ba2ce83f882b" + }, + "locked_out": "false", + "manager": "", + "middle_name": "", + "mobile_phone": "(514) 764-1244", + "name": "Candice Bruckman", + "notification": "Enable", + "password_needs_reset": "false", + "phone": "(514) 956-2043", + "photo": "", + "preferred_language": "English", + "roles": "", + "schedule": "", + "source": "", + "state": "", + "street": "", + "sys_class_name": "User", + "sys_created_by": "admin", + "sys_created_on": "2012-02-17 19:04:50", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "c6826bf03710200044e0bfc8bcbe5d87", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:11", + "time_format": null, + "time_zone": "Hongkong", + "title": "bibliophile conduce discontent uncanonize antipolo", + "user_name": "840352048896016526", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "locked_out", + "password_needs_reset", + "date_format", + "calendar_integration", + "mobile_phone", + "department", + "phone", + "time_zone", + "title", + "preferred_language", + "web_service_access_only", + "active" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, + "country": null, + "date_format": "MM-dd-yyyy", + "default_perspective": "", + "department": "IT", + "email": "gale.nolau@example.com", + "employee_number": "", + 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glide.maint (Approval history)\nBow Ruggeri approved the task. 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System Administrator (Additional comments)\ntest\n\n", + "comments_and_work_notes": "2016-08-10 09:14:29 - System Administrator (Additional comments)\ntest\n\n", + "company": "", + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I can access my personal folder but can't access my team's folder on our file share.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000059", + "opened_at": "2016-08-10 09:14:29", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - 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System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n", + "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to get into the SAP Sales app. It was working yesterday.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000055", + "opened_at": "2023-09-18 21:47:23", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Sales app is not accessible", + "sla_due": "2023-09-18 05:47:23", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 21:49:39", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71f7935c0a8016700802b64c67c11c6", + "sys_mod_count": "10", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-02 16:08:31", + "task_effective_number": "INC0000055", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "problem_id", + "contact_type", + "rfc", + "close_notes", + "close_code", + "caused_by", + "urgency", + "service_offering", + "resolved_by", + "parent_incident", + "assignment_group", + "business_service", + "number", + "description" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "System Administrator", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by change", + "close_notes": "nonoptional keratoplasty radicalization duplication tradesmanwise", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "here equivocator uprights millieme multiflue", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0008111", + "opened_at": "2019-07-22 14:04:57", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "ATF : Test1", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2019-07-22 14:05:17", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a83820b58f723300e7e16c7827bdeed2", + "sys_mod_count": "1", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2019-07-22 14:05:48", + "task_effective_number": "INC0008111", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "caused_by", + "urgency", + "assignment_group", + "knowledge", + "cmdb_ci", + "rfc", + "contact_type", + "description", + "parent_incident", + "business_service", + "close_code", + "category", + "number", + "resolved_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:50:55", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Howard Johnson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" + }, + "assignment_group": "Service Desk", + "business_duration": "43 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "43", + "calendar_duration": "43 Seconds", + "calendar_stc": "43", + "caller_id": "Sam Sorokin", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "totalizator tachyphrasia divisiveness unsanctifying simplehearted", + "closed_at": "2023-07-11 17:35:39", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "EFOWEB", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need to place order for a new machine. Will need help with installation also.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000037", + "opened_at": "2023-07-11 17:34:56", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Request for a new service", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 17:35:36", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "4715ab62a9fe1981018c3efb96143495", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:40", + "task_effective_number": "INC0000037", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "close_notes", + "description", + "cmdb_ci", + "contact_type", + "assignment_group", + "rfc", + "resolved_by", + "impact", + "close_code", + "number", + "category", + "urgency", + "parent_incident", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:50:33", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Software", + "business_duration": "5 Days", + "business_impact": "", + "business_service": "", + "business_stc": "432,000", + "calendar_duration": "5 Days", + "calendar_stc": "432,024", + "caller_id": "Fred Luddy", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "perjuredness sawdustish uncompassionately supernumerous intarissable", + "closed_at": "2023-06-30 16:39:10", + "closed_by": "", + "cmdb_ci": "Saints and Sinners Bingo", + "comments": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "There was a software update two days ago and now my VPN doesn't work. Nothing loads when I click on the VPN client icon on my desktop.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000015", + "opened_at": "2023-06-25 16:38:46", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "I can't launch my VPN client since the last software update", + "sla_due": "2023-07-14 18:00:00", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:40:15", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e2fee9a9fe19810049b49dee0daf58", + "sys_mod_count": "11", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:50:33", + "task_effective_number": "INC0000015", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "description", + "impact", + "parent_incident", + "business_service", + "service_offering", + "caused_by", + "number", + "cmdb_ci", + "category", + "close_code", + "assignment_group", + "rfc", + "resolved_by", + "problem_id", + "close_notes" + ], + "template_record": { + "active": "false", + "activity_due": "2023-10-02 16:58:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "assignment_group": "", + "business_duration": "26 Days 15 Hours 14 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,301,243", + "calendar_duration": "109 Days 23 Hours 36 Minutes", + "calendar_stc": "9,502,588", + "caller_id": "Bow Ruggeri", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "Done", + "closed_at": "2023-10-10 16:19:01", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", + "comments_and_work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Logged in and didn't see my home directory. Logged out and back in again and it's still not appearing. I'm completely blocked until this is resolved.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000014", + "opened_at": "2023-06-14 16:37:35", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-02 16:14:03", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - 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Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "comments_and_work_notes": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I am unable to connect to the email server. 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System Administrator (Work notes)\ntest\n\n", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "contact_type": "Email", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000005", + "opened_at": "2023-07-05 16:06:52", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - 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System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to login to SFA even though login credentials are correct.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000046", + "opened_at": "2023-09-18 15:04:15", + "opened_by": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - 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"city": "", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, + "country": null, + "date_format": "MM-dd-yyyy", + "default_perspective": "", + "department": "Sales", + "email": "lee.javens@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Lee", + "gender": "Male", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Javens", + "ldap_server": "", + "location": { + "display_value": "30 Katharinenstr, Hamburg", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/5d000ca93790200044e0bfc8bcbe5d8c" + }, + "locked_out": "false", + "manager": "", + 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"preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "calendar_integration", + "password_needs_reset", + "title", + "date_format", + "mobile_phone", + "preferred_language", + "web_service_access_only", + "locked_out", + "internal_integration_user", + "department", + "active", + "time_zone", + "phone" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, + "country": null, + "date_format": 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System Administrator (Work notes)\nChanged the priority of the Incident\n\n", + "company": "", + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I am not able to edit a wiki page.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009001", + "opened_at": "2018-09-11 20:56:26", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Unable to post content on a Wiki page", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-09-11 20:57:01", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a623cdb073a023002728660c4cf6a768", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:32:42", + "task_effective_number": "INC0009001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "parent_incident", + "caused_by", + "impact", + "assignment_group", + "close_code", + "knowledge", + "service_offering", + "resolved_by", + "description", + "category", + "rfc", + "urgency", + "problem_id", + "close_notes", + "number" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "takin discontinuer lherzolite gymnosophist menometastasis", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Sales Force Automation", + "comments": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to login to SFA even though login credentials are correct.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000046", + "opened_at": "2023-09-18 15:04:15", + "opened_by": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "PRB0000006", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access SFA software", + "sla_due": "2023-09-27 15:04:15", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-09-17 15:05:30", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a9e30c7dc61122760116894de7bcc7bd", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "glide.maint", + "sys_updated_on": "2023-09-17 15:37:27", + "task_effective_number": "INC0000046", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "problem_id", + "assignment_group", + "number", + "business_service", + "resolved_by", + "urgency", + "parent_incident", + "rfc", + "service_offering", + "knowledge", + "close_code", + "description", + "impact", + "contact_type", + "caused_by", + "cmdb_ci" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Problem CoordinatorATF", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "User error", + "close_notes": "Murillo Tonna anagrammatically each umpirage", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Walk-in", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to access the personal details section in payroll portal", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Problem", + "impact": "3 - Low", + "incident_state": "On Hold", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0001990", + "opened_at": "2020-06-07 09:02:25", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "PRB0001001", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Unable to access the personal details section in payroll portal", + "sla_due": "UNKNOWN", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2020-06-07 09:03:43", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a2496c05731110107418660c4cf6a711", + "sys_mod_count": "2", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2020-06-07 09:04:34", + "task_effective_number": "INC0001990", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "number", + "close_code", + "close_notes", + "business_service", + "parent_incident", + "service_offering", + "impact", + "description", + "assignment_group", + "resolved_by", + "contact_type", + "knowledge", + "problem_id", + "urgency", + "category", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "wagonable odontoplast overgratefully creaker without", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WEBSERVER", + "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000040", + "opened_at": "2023-07-11 17:42:45", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "JavaScript error on hiring page of corporate website", + "sla_due": "UNKNOWN", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:43:54", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471d4732a9fe198100affbf655e59172", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:46:30", + "task_effective_number": "INC0000040", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "resolved_by", + "assignment_group", + "close_notes", + "number", + "knowledge", + "caused_by", + "rfc", + "description", + "close_code", + "impact", + "problem_id", + "category", + "business_service", + "urgency", + "contact_type" + ], + "template_record": { + "active": "false", + "activity_due": "2023-10-02 16:58:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "assignment_group": "", + "business_duration": "26 Days 15 Hours 14 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,301,243", + "calendar_duration": "109 Days 23 Hours 36 Minutes", + "calendar_stc": "9,502,588", + "caller_id": "Bow Ruggeri", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "Done", + "closed_at": "2023-10-10 16:19:01", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", + "comments_and_work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Logged in and didn't see my home directory. Logged out and back in again and it's still not appearing. 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Unable to create connection to data source.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000036", + "opened_at": "2023-07-16 17:33:49", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:13", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Issue with networking", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 17:34:28", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "4714a2aca9fe198100ecabacf6273482", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:57:58", + "task_effective_number": "INC0000036", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "assignment_group", + "close_code", + "cmdb_ci", + "impact", + "close_notes", + "contact_type", + "number", + "business_service", + "urgency", + "description", + "service_offering", + "resolved_by", + "caused_by", + "rfc", + "knowledge", + "parent_incident" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Software", + "business_duration": "19 Days 5 Hours 38 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,661,930", + "calendar_duration": "79 Days 20 Hours 38 Minutes", + "calendar_stc": "6,899,930", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "Gave workaround", + "closed_at": "2023-07-22 16:18:40", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Noticing today that any time I send an email with an attachment, it takes at least 20 seconds to send. 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ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n", + "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000051", + "opened_at": "2023-09-18 13:48:32", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Manager can't access SAP Controlling application", + "sla_due": "2023-09-18 05:36:33", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:32", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7158da0c0a8016700eef46c8d1f3661", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:40:45", + "task_effective_number": "INC0000051", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "assignment_group", + "contact_type", + "resolved_by", + "urgency", + "impact", + "problem_id", + "category", + "caused_by", + "close_code", + "knowledge", + "number", + "business_service", + "parent_incident", + "description", + "close_notes", + "rfc" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by request", + "close_notes": "pointless Kanthan stegocephalian glucosaemia nauseously", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", + "company": "", + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to access the shared folder. Please provide access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009009", + "opened_at": "2018-08-30 01:06:16", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Unable to access the shared folder.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-08-30 01:06:52", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "57af7aec73d423002728660c4cf6a71c", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:30:24", + "task_effective_number": "INC0009009", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", + "work_notes_list": "", + "work_start": "" + } + } +] \ No newline at end of file diff --git a/Level-19/create_hardware_asset_task.json b/Level-19/create_hardware_asset_task.json new file mode 100644 index 0000000000000000000000000000000000000000..c17bbc3906916ae2326207195bf3af5992167548 --- /dev/null +++ b/Level-19/create_hardware_asset_task.json @@ -0,0 +1,2648 @@ +[ + { + "fields": { + "acquisition_method": "Acquisition method", + "asset_function": "Asset function", + "asset_tag": "Asset tag", + "assigned_to": "Assigned to", + "beneficiary": "Beneficiary", + "comments": "Comments", + "company": "Company", + "cost_center": "Cost center", + "department": "Department", + "depreciation": "Depreciation", + "disposal_reason": "Disposal reason", + "expenditure_type": "Expenditure type", + "gl_account": "GL account", + "invoice_number": "Invoice number", + "lease_id": "Lease contract", + "location": "Location", + "managed_by": "Managed by", + "model": "Model", + "model_category": "Model category", + "owned_by": "Owned by", + "parent": "Parent", + "request_line": "Request line", + "serial_number": "Serial number", + "support_group": "Support group", + "supported_by": "Supported by", + "vendor": "Vendor" + }, + "task_fields": [ + "model_category", + "model", + "vendor", + "serial_number", + "lease_id", + "disposal_reason", + "asset_tag", + "cost_center", + "owned_by", + "depreciation", + "asset_function", + "gl_account", + "assigned_to", + "supported_by", + "request_line", + "support_group", + "location", + "beneficiary", + "acquisition_method" + ], + "template_record": { + "acquisition_method": "Rental", + "asset_function": "Secondary", + "asset_tag": "P1000423", + "assigned": "2022-10-12 01:00:00", + "assigned_to": "Chi Greenlaw", + "beneficiary": "", + "checked_in": "", + "checked_out": "", + "ci": { + "display_value": "ThinkStation D20", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/eda9e40d3790200044e0bfc8bcbe5dd6" + }, + "comments": "Opisthorchis Argiopoidea tephromalacia skirmishingly handistroke", + "company": "ACME Australia", + "cost": "$9,344.00", + "cost_center": "Finance", + "delivery_date": "2022-03-27 00:00:00", + "department": "Finance", + "depreciated_amount": "$3,336.41", + "depreciation": "SL 5 Years", + "depreciation_date": "2022-05-29 00:00:00", + "display_name": "P1000423 - Lenovo ThinkStation D20", + "disposal_reason": "Mesodevonic Christianopaganism seltzogene thamnophiline barblet", + "due": "", + "due_in": null, + "eligible_for_refresh": "false", + "expenditure_type": "Opex", + "gl_account": "deutomalal miolithic frondesce toxin enf", + "install_date": "2022-05-28 00:00:00", + "install_status": "In use", + "invoice_number": "Orvieto rewed Pollyanna monocardian abiu", + "justification": "", + "lease_id": "dentinoma Maidu fifty tuberculous robust", + "life_cycle_stage": "", + "life_cycle_stage_status": "", + "location": "75-85 York Street, Melbourne", + "managed_by": "", + "model": "Lenovo ThinkStation D20", + "model_category": "Computer", + "old_status": "", + "old_substatus": "", + "order_date": "2022-03-01 23:00:00", + "owned_by": "", + "parent": "", + "po_number": "PO100009", + "pre_allocated": "false", + "purchase_date": "2022-03-15", + "quantity": "1", + "request_line": "", + "resale_price": "$0.00", + "reserved_for": "", + "residual": "$6,007.59", + "residual_date": "2024-03-11", + "resold_value": "$0.00", + "retired": "", + "retirement_date": "", + "salvage_value": "$0.00", + "serial_number": "SN-a162d8f4-546f-474f-801a-55317272dfd1", + "skip_sync": "false", + "stockroom": "", + "substatus": null, + "support_group": "", + "supported_by": "", + "sys_class_name": "Hardware", + "sys_created_by": "admin", + "sys_created_on": "2022-12-30 00:12:32", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e1a9e40d3790200044e0bfc8bcbe5dd6", + "sys_mod_count": "11", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2024-03-11 07:39:14", + "vendor": "Lenovo", + "warranty_expiration": "2025-05-27", + "work_notes": "" + } + }, + { + "fields": { + "acquisition_method": "Acquisition method", + "asset_function": "Asset function", + "asset_tag": "Asset tag", + "assigned_to": "Assigned to", + "beneficiary": "Beneficiary", + "comments": "Comments", + "company": "Company", + "cost_center": "Cost center", + "department": "Department", + "depreciation": "Depreciation", + "disposal_reason": "Disposal reason", + "expenditure_type": "Expenditure type", + "gl_account": "GL account", + "invoice_number": "Invoice number", + "lease_id": "Lease contract", + "location": "Location", + "managed_by": "Managed by", + "model": "Model", + "model_category": "Model category", + "owned_by": "Owned by", + "parent": "Parent", + "request_line": "Request line", + "serial_number": "Serial number", + "support_group": "Support group", + "supported_by": "Supported by", + "vendor": "Vendor" + }, + "task_fields": [ + "model_category", + "model", + "vendor", + "serial_number", + "supported_by", + "expenditure_type", + "disposal_reason", + "owned_by", + "comments", + "location", + "asset_function", + "acquisition_method", + "company", + "lease_id", + "parent", + "invoice_number", + "request_line", + "depreciation", + "asset_tag" + ], + "template_record": { + "acquisition_method": "Lease", + "asset_function": "Secondary", + "asset_tag": "P1000546", + "assigned": "2021-09-18 00:00:00", + "assigned_to": "Simone Lundie", + "beneficiary": "", + "checked_in": "", + "checked_out": "", + "ci": { + "display_value": "MacBook Pro 15\"", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/50a96c0d3790200044e0bfc8bcbe5def" + }, + "comments": "cantlet stonelayer bhagavat snuffman malting", + "company": "ACME South America", + "cost": "$1,799.99", + "cost_center": "IT", + "delivery_date": "2021-03-25 00:00:00", + "department": "IT", + "depreciated_amount": "$968.01", + "depreciation": "SL 5 Years", + "depreciation_date": "2021-07-03 00:00:00", + "display_name": "P1000546 - 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Could\n\t\t\tbe an outage.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000051", + "opened_at": "2023-09-18 13:48:32", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Manager can't access SAP Controlling application", + "sla_due": "2023-09-18 05:36:33", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:32", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7158da0c0a8016700eef46c8d1f3661", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:40:45", + "task_effective_number": "INC0000051", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "contact_type", + "business_service", + "service_offering", + "resolved_by", + "description", + "category", + "close_code", + "problem_id", + "close_notes", + "caused_by", + "knowledge", + "number", + "impact", + "parent_incident", + "assignment_group", + "cmdb_ci", + "rfc" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Charlie Whitherspoon", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46b87022a9fe198101a78787e40d7547" + }, + "assignment_group": "Service Desk", + "business_duration": "21 Days 21 Hours 46 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,892,781", + "calendar_duration": "91 Days 20 Hours 46 Minutes", + "calendar_stc": "7,937,181", + "caller_id": "Fred Luddy", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Known error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-10 16:10:06", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "MailServerUS", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "User can't access email on mail.company.com.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000001", + "opened_at": "2023-07-09 16:09:51", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000007", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "Can't read email", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "pat", + "sys_created_on": "2022-02-07 10:24:13", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9c573169c611228700193229fff72400", + "sys_mod_count": "21", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:07", + "task_effective_number": "INC0000001", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "problem_id", + "assignment_group", + "contact_type", + "urgency", + "rfc", + "description", + "parent_incident", + "business_service", + "cmdb_ci", + "close_code", + "caused_by", + "impact", + "category", + "knowledge", + "service_offering", + "close_notes", + "number" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "assignment_group": "Service Desk", + "business_duration": "20 Days 4 Hours 19 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,743,569", + "calendar_duration": "84 Days 19 Hours 19 Minutes", + "calendar_stc": "7,327,169", + "caller_id": "Bow Ruggeri", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-23 17:37:14", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "Adobe Acrobat 7.0.3 and Reader 7.0.3 Update", + "comments": "2023-07-11 17:38:00 - System Administrator (Additional comments)\nPlease assist user with PDF creation. \n\n", + "comments_and_work_notes": "2023-07-11 17:38:00 - System Administrator (Additional comments)\nPlease assist user with PDF creation. \n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to edit any PDFs in Acrobat. All my PDFs are read only now. How do I unlock them?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000038", + "opened_at": "2023-07-16 17:36:44", + "opened_by": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:13", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "my PDF docs are all locked from editing", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-22 17:38:00", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "4717dfe5a9fe198100450448b2404c16", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:57:55", + "task_effective_number": "INC0000038", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "problem_id", + "service_offering", + "close_notes", + "number", + "business_service", + "resolved_by", + "assignment_group", + "knowledge", + "impact", + "caused_by", + "close_code", + "rfc", + "urgency", + "category", + "description", + "cmdb_ci", + "contact_type" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Microsporum streptococcal dain coexertion phoneidoscopic", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WEBSERVER", + "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000040", + "opened_at": "2023-07-11 17:42:45", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "JavaScript error on hiring page of corporate website", + "sla_due": "UNKNOWN", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:43:54", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471d4732a9fe198100affbf655e59172", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:46:30", + "task_effective_number": "INC0000040", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "urgency", + "assignment_group", + "contact_type", + "description", + "problem_id", + "caused_by", + "number", + "category", + "close_code", + "impact", + "knowledge", + "service_offering", + "close_notes", + "resolved_by", + "business_service", + "rfc" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Service Desk", + "business_duration": "20 Days 6 Hours 5 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,749,949", + "calendar_duration": "84 Days 21 Hours 5 Minutes", + "calendar_stc": "7,333,549", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 15:55:16", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I can't remember my password and need to log in. Can someone reset my password asap? I am blocked on several urgent items until I can log in again.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000009", + "opened_at": "2023-07-16 15:50:23", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Reset my password", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 15:51:33", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46b66a40a9fe198101f243dfbc79033d", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:04", + "task_effective_number": "INC0000009", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "assignment_group", + "description", + "cmdb_ci", + "problem_id", + "knowledge", + "resolved_by", + "close_code", + "service_offering", + "rfc", + "urgency", + "number", + "close_notes", + "business_service", + "contact_type", + "parent_incident", + "impact", + "category" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "0 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "0", + "calendar_duration": "5 Minutes", + "calendar_stc": "323", + "caller_id": "David Miller", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by caller", + "close_notes": "Reverted to a previous version.", + "closed_at": "2018-12-09 19:29:09", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Walk-in", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "While launching the defect tracking base URL, it is redirecting to an error page.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009004", + "opened_at": "2018-09-01 06:13:30", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2018-09-01 06:18:53", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Defect tracking tool is down.", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-09-01 06:14:04", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e329de99731423002728660c4cf6a73c", + "sys_mod_count": "9", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:01", + "task_effective_number": "INC0009004", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "problem_id", + "service_offering", + "cmdb_ci", + "parent_incident", + "caused_by", + "business_service", + "close_notes", + "description", + "contact_type", + "number", + "knowledge", + "impact", + "assignment_group", + "close_code", + "urgency", + "category", + "resolved_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-02 16:37:25", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Beth Anglin", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "armigeral balei goldfielder glossolabial toothaching", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "nyc rac nas200", + "comments": "2023-09-30 10:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2023-09-30 10:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2023-09-30 10:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2023-09-18 11:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2023-09-30 10:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2023-09-30 10:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2023-09-30 10:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2023-09-18 11:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Receiving error message with \"network path not found.\"", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "450 Lexington Avenue, New York,NY", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/5f669b59c0a8010e00209343c0c6f9c1" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000049", + "opened_at": "2023-09-18 14:56:37", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "2 - High", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Network storage unavailable", + "sla_due": "2025-05-20 22:56:37", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ef4225a40a0a0b5700d0b8a790747812", + "sys_mod_count": "37", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:52:34", + "task_effective_number": "INC0000049", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "assignment_group", + "category", + "cmdb_ci", + "parent_incident", + "knowledge", + "service_offering", + "problem_id", + "impact", + "resolved_by", + "number", + "rfc", + "urgency", + "business_service", + "description", + "close_code", + "close_notes", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:50:33", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Software", + "business_duration": "5 Days", + "business_impact": "", + "business_service": "", + "business_stc": "432,000", + "calendar_duration": "5 Days", + "calendar_stc": "432,024", + "caller_id": "Fred Luddy", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "Isadora upcanyon stinter unprosodic mononychous", + "closed_at": "2023-06-30 16:39:10", + "closed_by": "", + "cmdb_ci": "Saints and Sinners Bingo", + "comments": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "There was a software update two days ago and now my VPN doesn't work. Nothing loads when I click on the VPN client icon on my desktop.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000015", + "opened_at": "2023-06-25 16:38:46", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "I can't launch my VPN client since the last software update", + "sla_due": "2023-07-14 18:00:00", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:40:15", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e2fee9a9fe19810049b49dee0daf58", + "sys_mod_count": "11", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:50:33", + "task_effective_number": "INC0000015", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "description", + "assignment_group", + "problem_id", + "contact_type", + "impact", + "close_notes", + "close_code", + "knowledge", + "parent_incident", + "urgency", + "caused_by", + "resolved_by", + "service_offering", + "cmdb_ci", + "number", + "category", + "business_service" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Network", + "business_duration": "19 Days 20 Hours 55 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,716,900", + "calendar_duration": "83 Days 19 Hours 55 Minutes", + "calendar_stc": "7,242,900", + "caller_id": "Rick Berzle", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 18:02:14", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to wifi. Keep getting \"unable to join network\" message.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000030", + "opened_at": "2023-07-17 17:01:12", + "opened_by": { + "display_value": "Rick Berzle", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Lost connection to the wireless network", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 17:02:01", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f6ede0a9fe198100e10154c34a0c2a", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:37", + "task_effective_number": "INC0000030", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "problem_id", + "urgency", + "category", + "contact_type", + "impact", + "number", + "rfc", + "parent_incident", + "cmdb_ci", + "close_code", + "service_offering", + "resolved_by", + "business_service", + "close_notes", + "caused_by", + "assignment_group" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:51:23", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "Hardware", + "business_duration": "11 Days 2 Hours 38 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "959,937", + "calendar_duration": "16 Days", + "calendar_stc": "1,382,417", + "caller_id": "Bow Ruggeri", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "Idaho racketproof Fouquieriaceae schillerize supercaption", + "closed_at": "2023-07-06 16:40:40", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "comments_and_work_notes": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing puddles of water on the floor of the server room. We've put buckets out to collect the water until this is fixed.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000016", + "opened_at": "2023-06-20 16:40:23", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Rain is leaking on main DNS Server", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:41:15", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e3e949a9fe19810069b824ba2c761a", + "sys_mod_count": "7", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:23", + "task_effective_number": "INC0000016", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "impact", + "description", + "category", + "business_service", + "caused_by", + "knowledge", + "close_code", + "rfc", + "contact_type", + "assignment_group", + "number", + "cmdb_ci", + "problem_id", + "urgency", + "resolved_by", + "close_notes" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:50:33", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Software", + "business_duration": "5 Days", + "business_impact": "", + "business_service": "", + "business_stc": "432,000", + "calendar_duration": "5 Days", + "calendar_stc": "432,024", + "caller_id": "Fred Luddy", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "lymphoblast stroker bromgelatin Choroti titty", + "closed_at": "2023-06-30 16:39:10", + "closed_by": "", + "cmdb_ci": "Saints and Sinners Bingo", + "comments": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "There was a software update two days ago and now my VPN doesn't work. Nothing loads when I click on the VPN client icon on my desktop.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000015", + "opened_at": "2023-06-25 16:38:46", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "I can't launch my VPN client since the last software update", + "sla_due": "2023-07-14 18:00:00", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:40:15", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e2fee9a9fe19810049b49dee0daf58", + "sys_mod_count": "11", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:50:33", + "task_effective_number": "INC0000015", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "category", + "parent_incident", + "caused_by", + "close_code", + "urgency", + "business_service", + "service_offering", + "number", + "contact_type", + "rfc", + "assignment_group", + "cmdb_ci", + "resolved_by", + "close_notes", + "problem_id", + "knowledge", + "description" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-02 16:50:20", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "preterpluperfect refractively distortion Cluniacensian absorptiveness", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Financial Accounting", + "comments": "2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "comments_and_work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Main menu doesn't load when I open the SAP Financial Accounting application.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - 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Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "parent_incident", + "description", + "problem_id", + "caused_by", + "urgency", + "close_code", + "assignment_group", + "service_offering", + "knowledge", + "business_service", + "cmdb_ci", + "impact", + "resolved_by", + "rfc", + "close_notes", + "category", + "number", + "contact_type" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "multinucleated semaphorist chronometrical unvailable grocery", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Tried to connect to SAP and all I see is a \"Connecting\u2026.\" message but nothing else happens.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - 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Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "cmdb_ci", + "business_service", + "category", + "close_code", + "parent_incident", + "impact", + "knowledge", + "number", + "assignment_group", + "problem_id", + "urgency", + "rfc", + "caused_by", + "resolved_by", + "service_offering", + "contact_type", + "description" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Known error", + "close_notes": "reasonedly tifinagh predifferent Burhinus costochondral", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WEBSERVER", + "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000040", + "opened_at": "2023-07-11 17:42:45", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "JavaScript error on hiring page of corporate website", + "sla_due": "UNKNOWN", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:43:54", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471d4732a9fe198100affbf655e59172", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:46:30", + "task_effective_number": "INC0000040", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "caused_by", + "service_offering", + "business_service", + "urgency", + "resolved_by", + "assignment_group", + "close_notes", + "problem_id", + "rfc", + "knowledge", + "contact_type", + "category", + "description", + "parent_incident", + "close_code", + "cmdb_ci", + "impact", + "number" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bertie Luby", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by change", + "close_notes": "fiscalize pulwar hepatite upwreathe populicide", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Wifi connection seems slow. Webpages are taking a very long time to load.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000057", + "opened_at": "2016-08-10 09:14:59", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Performance problems with wifi", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2016-08-10 09:14:59", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "78271e1347c12200e0ef563dbb9a7109", + "sys_mod_count": "0", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2016-08-10 09:14:59", + "task_effective_number": "INC0000057", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "category", + "close_notes", + "assignment_group", + "description", + "number", + "service_offering", + "rfc", + "business_service", + "knowledge", + "impact", + "urgency", + "close_code", + "caused_by", + "contact_type", + "parent_incident", + "cmdb_ci", + "problem_id", + "resolved_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:49", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "2 Hours 32 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "9,173", + "calendar_duration": "1 Day 1 Minute", + "calendar_stc": "86,495", + "caller_id": "Taylor Vreeland", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Known error", + "close_notes": "doubtmonger hospitium biomathematics heteropelmous devise", + "closed_at": "2023-06-27 16:44:21", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Were the permissions on the sales forecast spreadsheet changed recently? They were editable last week but are read only today. Can someone update the permissions to make the spreadsheet editable again? We need to update the spreadsheet ASAP.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "400 Pryor Street Southwest, Atlanta,GA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1081761cc611227501d063fd3475a2de" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000018", + "opened_at": "2023-06-26 16:42:46", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Sales forecast spreadsheet is READ ONLY", + "sla_due": "2023-06-27 00:42:46", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:42:56", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e57642a9fe1981000b96a5dca501ff", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:37:49", + "task_effective_number": "INC0000018", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "business_service", + "category", + "assignment_group", + "rfc", + "close_code", + "parent_incident", + "cmdb_ci", + "service_offering", + "caused_by", + "close_notes", + "resolved_by", + "urgency", + "impact", + "number", + "contact_type", + "problem_id", + "knowledge", + "description" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:50:33", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Software", + "business_duration": "5 Days", + "business_impact": "", + "business_service": "", + "business_stc": "432,000", + "calendar_duration": "5 Days", + "calendar_stc": "432,024", + "caller_id": "Fred Luddy", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "impetiginous spermatid steatopyga tediousness Galli", + "closed_at": "2023-06-30 16:39:10", + "closed_by": "", + "cmdb_ci": "Saints and Sinners Bingo", + "comments": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "There was a software update two days ago and now my VPN doesn't work. Nothing loads when I click on the VPN client icon on my desktop.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000015", + "opened_at": "2023-06-25 16:38:46", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "I can't launch my VPN client since the last software update", + "sla_due": "2023-07-14 18:00:00", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:40:15", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e2fee9a9fe19810049b49dee0daf58", + "sys_mod_count": "11", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:50:33", + "task_effective_number": "INC0000015", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "description", + "close_notes", + "problem_id", + "close_code", + "cmdb_ci", + "category", + "business_service", + "caused_by", + "service_offering", + "parent_incident", + "impact", + "assignment_group", + "number", + "resolved_by", + "rfc", + "contact_type", + "knowledge", + "urgency" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Software", + "business_duration": "23 Days 20 Hours 46 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,061,992", + "calendar_duration": "99 Days 19 Hours 46 Minutes", + "calendar_stc": "8,624,792", + "caller_id": "Rick Berzle", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "asdasdasdsad", + "closed_at": "2023-06-23 17:26:41", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n", + "comments_and_work_notes": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Last automated backup occurred two nights ago. Did we change automated backup schedule?", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000034", + "opened_at": "2023-06-22 13:25:29", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-09-30 09:12:01", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Does not look like a backup occurred last night", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-11 17:26:28", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "470d51a0a9fe1981006c20c825e48933", + "sys_mod_count": "7", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:53:47", + "task_effective_number": "INC0000034", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "parent_incident", + "assignment_group", + "impact", + "category", + "rfc", + "knowledge", + "description", + "close_notes", + "contact_type", + "urgency", + "number", + "service_offering", + "caused_by", + "business_service", + "resolved_by", + "problem_id", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:50:55", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Howard Johnson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" + }, + "assignment_group": "Service Desk", + "business_duration": "43 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "43", + "calendar_duration": "43 Seconds", + "calendar_stc": "43", + "caller_id": "Sam Sorokin", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "outmoded pluricuspidate stereornithic wagoner Erastianism", + "closed_at": "2023-07-11 17:35:39", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "EFOWEB", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need to place order for a new machine. Will need help with installation also.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000037", + "opened_at": "2023-07-11 17:34:56", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Request for a new service", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 17:35:36", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "4715ab62a9fe1981018c3efb96143495", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:40", + "task_effective_number": "INC0000037", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "parent_incident", + "category", + "assignment_group", + "rfc", + "business_service", + "problem_id", + "contact_type", + "description", + "impact", + "caused_by", + "cmdb_ci", + "urgency", + "number", + "close_notes", + "service_offering", + "resolved_by", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Known error", + "close_notes": "suovetaurilia galvanography irenic resuck antivibrating", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Walk-in", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "INC0007001", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need access to the common drive.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:28:49", + "task_effective_number": "INC0007002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "parent_incident", + "description", + "rfc", + "contact_type", + "cmdb_ci", + "business_service", + "knowledge", + "resolved_by", + "assignment_group", + "number", + "problem_id", + "caused_by", + "urgency", + "close_code", + "close_notes", + "category", + "impact" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:40:45", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "rubidium chyluria brawling perlitic reen", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Controlling", + "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n", + "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000051", + "opened_at": "2023-09-18 13:48:32", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Manager can't access SAP Controlling application", + "sla_due": "2023-09-18 05:36:33", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:32", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7158da0c0a8016700eef46c8d1f3661", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:40:45", + "task_effective_number": "INC0000051", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "rfc", + "service_offering", + "business_service", + "parent_incident", + "assignment_group", + "category", + "close_code", + "cmdb_ci", + "problem_id", + "knowledge", + "impact", + "urgency", + "caused_by", + "contact_type", + "description", + "number", + "resolved_by" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Service Desk", + "business_duration": "20 Days 6 Hours 5 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,749,949", + "calendar_duration": "84 Days 21 Hours 5 Minutes", + "calendar_stc": "7,333,549", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 15:55:16", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I can't remember my password and need to log in. Can someone reset my password asap? I am blocked on several urgent items until I can log in again.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000009", + "opened_at": "2023-07-16 15:50:23", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Reset my password", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 15:51:33", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46b66a40a9fe198101f243dfbc79033d", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:04", + "task_effective_number": "INC0000009", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "impact", + "parent_incident", + "contact_type", + "number", + "assignment_group", + "knowledge", + "category", + "close_code", + "resolved_by", + "rfc", + "cmdb_ci", + "close_notes", + "urgency", + "problem_id", + "service_offering", + "caused_by", + "business_service", + "description" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "Service Desk", + "business_duration": "18 Days 21 Hours 3 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,631,000", + "calendar_duration": "78 Days 20 Hours 3 Minutes", + "calendar_stc": "6,811,400", + "caller_id": "Fred Luddy", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-22 16:53:08", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "The landing page for our internal wiki isn't loading. I've refreshed it multiple times and it keeps timing out.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000024", + "opened_at": "2023-07-22 16:52:52", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Issue with a web page on wiki", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 16:53:13", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46ee8c2fa9fe198100623592c70d643e", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:44", + "task_effective_number": "INC0000024", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "parent_incident", + "description", + "close_notes", + "rfc", + "knowledge", + "close_code", + "impact", + "service_offering", + "caused_by", + "resolved_by", + "business_service", + "contact_type", + "category", + "number", + "problem_id", + "assignment_group", + "cmdb_ci", + "urgency" + ], + "template_record": { + "active": "true", + "activity_due": "2024-03-11 11:16:28", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Openspace", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "1", + "close_code": "Resolved by request", + "close_notes": "monkly unhedge polydenominational skirp regalia", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Employee payroll application server is down.Not able to login with valid credentials.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007001", + "opened_at": "2018-10-16 22:47:10", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Employee payroll application server is down.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:47:45", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "f12ca184735123002728660c4cf6a7ef", + "sys_mod_count": "13", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 09:16:28", + "task_effective_number": "INC0007001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "assignment_group", + "service_offering", + "caused_by", + "knowledge", + "close_notes", + "cmdb_ci", + "problem_id", + "contact_type", + "parent_incident", + "category", + "urgency", + "description", + "number", + "business_service", + "resolved_by", + "impact", + "rfc", + "close_code" + ], + "template_record": { + "active": "false", + "activity_due": "2016-12-12 17:26:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Network", + "business_duration": "8 Hours", + "business_impact": "", + "business_service": "Email", + "business_stc": "28,800", + "calendar_duration": "1 Day 4 Hours 23 Minutes", + "calendar_stc": "102,197", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "User error", + "close_notes": "This incident is resolved.", + "closed_at": "2016-12-13 18:46:44", + "closed_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "cmdb_ci": "Storage Area Network 001", + "comments": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "comments_and_work_notes": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I am unable to connect to the email server. It appears to be down.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000060", + "opened_at": "2016-12-12 07:19:57", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2016-12-13 13:43:14", + "resolved_by": "David Loo", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Unable to connect to email", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": "Email", + "sys_class_name": "Incident", + "sys_created_by": "employee", + "sys_created_on": "2016-12-12 07:19:57", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "1c741bd70b2322007518478d83673af3", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "employee", + "sys_updated_on": "2016-12-13 18:46:44", + "task_effective_number": "INC0000060", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_code", + "business_service", + "number", + "description", + "caused_by", + "close_notes", + "contact_type", + "service_offering", + "urgency", + "rfc", + "resolved_by", + "knowledge", + "problem_id", + "impact", + "assignment_group", + "parent_incident", + "cmdb_ci", + "category" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "assignment_group": "Service Desk", + "business_duration": "20 Days 4 Hours 19 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,743,569", + "calendar_duration": "84 Days 19 Hours 19 Minutes", + "calendar_stc": "7,327,169", + "caller_id": "Bow Ruggeri", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-23 17:37:14", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "Adobe Acrobat 7.0.3 and Reader 7.0.3 Update", + "comments": "2023-07-11 17:38:00 - System Administrator (Additional comments)\nPlease assist user with PDF creation. \n\n", + "comments_and_work_notes": "2023-07-11 17:38:00 - System Administrator (Additional comments)\nPlease assist user with PDF creation. \n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to edit any PDFs in Acrobat. All my PDFs are read only now. How do I unlock them?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000038", + "opened_at": "2023-07-16 17:36:44", + "opened_by": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:13", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "my PDF docs are all locked from editing", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-22 17:38:00", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "4717dfe5a9fe198100450448b2404c16", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:57:55", + "task_effective_number": "INC0000038", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_code", + "number", + "close_notes", + "impact", + "cmdb_ci", + "caused_by", + "contact_type", + "service_offering", + "rfc", + "problem_id", + "urgency", + "business_service", + "description", + "knowledge", + "category", + "parent_incident", + "assignment_group", + "resolved_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "exegetics paranoid cordialness Struldbrug alimentatively", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. Login credentials and network connection are working though.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000050", + "opened_at": "2023-09-18 14:58:24", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access Exchange server - is it down?", + "sla_due": "2025-05-20 22:58:24", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:49:40", + "task_effective_number": "INC0000050", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "description", + "impact", + "service_offering", + "parent_incident", + "close_code", + "problem_id", + "contact_type", + "number", + "rfc", + "urgency", + "close_notes", + "knowledge", + "caused_by", + "business_service", + "resolved_by", + "category", + "cmdb_ci", + "assignment_group" + ], + "template_record": { + "active": "false", + "activity_due": "2016-12-12 17:26:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Network", + "business_duration": "8 Hours", + "business_impact": "", + "business_service": "Email", + "business_stc": "28,800", + "calendar_duration": "1 Day 4 Hours 23 Minutes", + "calendar_stc": "102,197", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Known error", + "close_notes": "This incident is resolved.", + "closed_at": "2016-12-13 18:46:44", + "closed_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "cmdb_ci": "Storage Area Network 001", + "comments": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "comments_and_work_notes": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I am unable to connect to the email server. 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Apple MacBook Pro 17\"", + "disposal_reason": "unniceness excerption cystourethritis undeceptious counterfort", + "due": "", + "due_in": null, + "eligible_for_refresh": "false", + "expenditure_type": "Opex", + "gl_account": "coke pochade enterobiliary lithochemistr", + "install_date": "2021-11-25 00:00:00", + "install_status": "In use", + "invoice_number": "castling babyish unrelieved stibialism h", + "justification": "", + "lease_id": "representability hermaphroditical campho", + "life_cycle_stage": "", + "life_cycle_stage_status": "", + "location": "Bockenheimer Landstra\u00dfe 123, Frankfurt", + "managed_by": "", + "model": "Apple MacBook Pro 17\"", + "model_category": "Computer", + "old_status": "", + "old_substatus": "", + "order_date": "2021-10-05 01:00:00", + "owned_by": "", + "parent": "", + "po_number": "PO100007", + "pre_allocated": "false", + "purchase_date": "2021-10-15", + "quantity": "1", + "request_line": "", + "resale_price": "$0.00", + "reserved_for": "", + "residual": "$1,356.79", + "residual_date": "2024-03-11", + "resold_value": "$0.00", + "retired": "", + "retirement_date": "", + "salvage_value": "$0.00", + "serial_number": "SN-c4ff81a5-2d86-46e7-996c-43f144b32d4f", + "skip_sync": "false", + "stockroom": "", + "substatus": null, + "support_group": "", + "supported_by": "", + "sys_class_name": "Hardware", + "sys_created_by": "admin", + "sys_created_on": "2022-12-30 00:14:05", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "90a9e80d3790200044e0bfc8bcbe5def", + "sys_mod_count": "11", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2024-03-11 07:39:01", + "vendor": "Apple", + "warranty_expiration": "2024-11-24", + "work_notes": "" + } + } +] \ No newline at end of file diff --git a/Level-5/create_change_request_task.json b/Level-5/create_change_request_task.json index e01b0b42c2562d11bdf94ccf5775a4fb3fc6cda5..9f494a22357a1c35e3c3993dd0b53e90d9607205 100644 --- a/Level-5/create_change_request_task.json +++ b/Level-5/create_change_request_task.json @@ -1,7 +1,6 @@ [ { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -21,22 +20,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "test_plan", - "cmdb_ci", "backout_plan", - "business_service", - "category" + "justification", + "test_plan", + "description", + "cmdb_ci" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Approved", - "approval_history": "", + "approval": "Requested", + "approval_history": "2023-10-08 06:12:23 - System Administrator (Approval history)\nGroup approval for Hardware approved by user David Dan (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "", - "assignment_group": "Network", - "backout_plan": "actinobacillosis cofferfish abaze Elettaria hydrotalcite", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Hardware", + "backout_plan": "rollback to existing db_block_buffer setting", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -44,97 +46,91 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Other", + "category": "Network", "change_plan": "", "chg_model": "", - "close_code": "Successful", - "close_notes": "disbody Polyadelphia rhyparography angstrom supraoptional", - "closed_at": "2015-07-06 07:22:05", - "closed_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" - }, - "cmdb_ci": "", + "close_code": "Unsuccessful", + "close_notes": "unhaggling unwiseness cobloaf teratological xiphisternum", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP ORA01", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "", - "conflict_status": "Not Run", - "contact_type": "Phone", + "conflict_last_run": "2023-10-09 01:46:57", + "conflict_status": "Conflict", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "nondutiable nonregistration Trachearia unthanking rich", + "description": "The database size has increased and the cache hit rate is at the low end of an acceptable rate. The Database team needss to increase the amount of memory allocated to the Oracle SGA to increase the cache hit rate.", "due_date": "", - "end_date": "", + "end_date": "2023-12-05 05:00:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "3 - Low", - "implementation_plan": "expositorial strobilae heterochronism Angoumian reintroduce", - "justification": "thermotropy jacana calciocarnotite amidohexose anaphylactoid", + "impact": "2 - Medium", + "implementation_plan": "vi initSAPORA01.orayank and put existing db_block_buffers lineComment out existing db_block_buffers settingSet new db_block_buffers line to 7500Restart SAPORA01 database instance", + "justification": "orangey Pythonissa jaspopal benevolist autopsic", "knowledge": "false", "location": "", "made_sla": "true", - "number": "intramontane siroccoish separatively sta", + "number": "CHG0000074", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2015-07-06 07:20:38", + "opened_at": "2023-10-06 01:21:35", "opened_by": { "display_value": "System Administrator", - 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"short_description": "circumrotatory henotic emplane staggarth incredulously", + "short_description": "Increase db_block_buffers from 5000 to 7500", "sla_due": "UNKNOWN", - "start_date": "", - "state": "Closed", - "std_change_producer_version": { - "display_value": "Change VLAN on a Cisco switchport - 1", - "link": "https://dev224577.service-now.com/api/now/table/std_change_producer_version/f1c8d15147810200e90d87e8dee490f9" - }, + "start_date": "2023-12-05 04:30:00", + "state": "Authorize", + "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2015-07-06 07:20:38", + "sys_created_on": "2023-10-06 01:21:35", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "5d77b8da47410200e90d87e8dee49040", - "sys_mod_count": "8", + "sys_id": "cacd7552db252200a6a2b31be0b8f5ad", + "sys_mod_count": "24", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2015-07-06 07:22:05", - "task_effective_number": "CHG0000022", - "test_plan": "consulary tribrachic institutrix allotype coccygeus", + "sys_updated_on": "2023-10-09 01:46:57", + "task_effective_number": "CHG0000074", + "test_plan": "beshake takyr unshamably saeculum cigala", "time_worked": "", - "type": "Standard", + "type": "Normal", "unauthorized": "false", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -142,15 +138,14 @@ "urgency": "3 - Low", "user_input": "", "watch_list": "", - "work_end": "2015-07-06 07:21:53", + "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "2015-07-06 07:21:50" + "work_start": "2023-10-08 02:48:25" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -170,22 +165,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "test_plan", - "category", "business_service", - "assignment_group", - "backout_plan" + "short_description", + "test_plan", + "risk_impact_analysis", + "close_notes" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", - "approval_history": "", + "approval": "Requested", + "approval_history": "2023-10-08 06:07:38 - System Administrator (Approval history)\nGroup approval for Hardware approved by user Fred Luddy (Technical approvals).\n\n2023-10-07 01:39:35 - Bernard Laboy (Approval history)\nGroup approval for CAB Approval approved by user Bernard Laboy (CAB approval).\n\n", "approval_set": "", - "assigned_to": "", - "assignment_group": "", - "backout_plan": "counterlath vespertilian narration Priapulacea rufopiceous", + "assigned_to": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "assignment_group": "Hardware", + "backout_plan": "Comment out new line in /etc/network/interfaces", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -193,91 +191,91 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Other", + "category": "Network", "change_plan": "", "chg_model": "", - "close_code": "Successful with issues", - "close_notes": "sarcocyst cravat dissident estafette undrubbed", + "close_code": "Unsuccessful", + "close_notes": "subauditur plasmodesmic ammoniacal bestill sternocoracoid", "closed_at": "", "closed_by": "", - "cmdb_ci": "Tomcat", + "cmdb_ci": "PS LinuxApp01", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "", - "conflict_status": "Not Run", + "conflict_last_run": "2023-10-09 01:03:14", + "conflict_status": "Conflict", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "coprolagnia happify pseudopodia tyrosinase rebunch", + "description": "We need to add additional redundant name servers to lnux100, lnux101 and PS LinuxApp01", "due_date": "", - "end_date": "", + "end_date": "2023-10-23 19:45:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "3 - Low", - "implementation_plan": "isophoria unwifelike difficile grainy sadhu", - "justification": "ulmo agreeable exsufflicate reimmigration reprovision", + "impact": "2 - Medium", + "implementation_plan": "vi /etc/network/interfacesinsert line:dns-nameservers 8.8.8.8 8.8.4.4:wqtest name resolution using command: host www.google.com", + "justification": "queenliness thyroprivic bronzed intercepting nitently", "knowledge": "false", "location": "", "made_sla": "true", - "number": "unrumpled distannic conidial alibi geyse", + "number": "CHG0000043", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2018-08-30 01:02:31", + "opened_at": "2023-10-06 01:21:32", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": "Requested", + "phase": null, "phase_state": "Open", - "priority": "4 - Low", + "priority": "3 - Moderate", "production_system": "false", "reason": null, "reassignment_count": "0", "requested_by": { - "display_value": "User ITIL", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/3988a3ca732023002728660c4cf6a757" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", "risk": "Moderate", - "risk_impact_analysis": "fent prototyrant budtime hemiamyosthenia underdrawn", + "risk_impact_analysis": "kedgeree fuci quintessentially limb trajectory", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "vituperator lipocere Gigi ungradually castoff", + "short_description": "Update /etc/network/interfaces to include name servers 8.8.8.8 & 8.8.4.4", "sla_due": "UNKNOWN", - "start_date": "", - "state": "New", + "start_date": "2023-10-23 19:30:00", + "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2018-08-30 01:02:53", + "sys_created_on": "2023-10-06 01:21:32", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "20de36ec73d423002728660c4cf6a7d6", - "sys_mod_count": "2", + "sys_id": "0dcdb152db252200a6a2b31be0b8f58f", + "sys_mod_count": "18", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-13 19:25:45", - "task_effective_number": "CHG0002001", - "test_plan": "intertubular backslider hodmandod kwan bamboozlement", + "sys_updated_on": "2023-10-09 01:03:14", + "task_effective_number": "CHG0000043", + "test_plan": "arrenotokous unexhibited xeroderma starchly intoxicable", "time_worked": "", - "type": "Emergency", + "type": "Normal", "unauthorized": "false", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -288,12 +286,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "" + "work_start": "2023-10-08 02:48:23" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -313,22 +310,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "close_notes", "service_offering", "impact", - "implementation_plan", - "short_description" + "short_description", + "close_notes", + "implementation_plan" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Requested", - "approval_history": "2024-11-25 05:11:39 - System Administrator (Approval history)\nGroup approval for Hardware approved by user David Loo (Technical approvals).\n\n", + "approval_history": "2023-10-08 06:11:48 - System Administrator (Approval history)\nGroup approval for Database approved by user Beth Anglin (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "David Loo", - "assignment_group": "Hardware", - "backout_plan": "Quinquatria plodderly vino playday subconcave", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Database", + "backout_plan": "unadaptable execrableness spiritedness reptile volitiency", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -339,43 +339,43 @@ "category": "Network", "change_plan": "", "chg_model": "", - "close_code": "Unsuccessful", - "close_notes": "rheometry concupiscible Adela facework heliocentric", + "close_code": "Successful", + "close_notes": "degrader browbound Manchu Phaseolus pennyworth", "closed_at": "", "closed_by": "", - "cmdb_ci": "OWA-SD-01", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "2024-11-26 00:45:33", - "conflict_status": "Conflict", + "conflict_last_run": "", + "conflict_status": "Not Run", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unbeginningly korntunnur clayweed ingather confusion", + "description": "01:00.0 RAID bus controller: Adaptec AAC-RAID has failed on PSORA1 and needs to be replaced immediately.", "due_date": "", - "end_date": "2025-01-08 10:29:59", + "end_date": "2023-12-05 06:30:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "impact": "2 - Medium", - "implementation_plan": "prekindle intraperitoneally unmoderating adulterant hipped", - "justification": "sunburn submain thiocarbamide oncia turnspit", + "implementation_plan": "Fail PSORA1 to DR systemShutdown SystemRemove failed RAID cardInstall new RAID cardBoot systemConfigure RAID cardBring system onlineValidate access to disk structuresFailback from DR to PSORA1", + "justification": "contexture muttonheaded hypochondriast conicalness endable", "knowledge": "false", "location": "", "made_sla": "true", - "number": "antireactive unconstipated regenerant au", + "number": "CHG0000067", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2024-11-23 00:21:34", + "opened_at": "2023-10-06 01:21:34", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", @@ -388,37 +388,37 @@ "reassignment_count": "0", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", - "risk": "High", - "risk_impact_analysis": "perioecic abortifacient jumperism gangliocyte ammotherapy", + "risk": "Moderate", + "risk_impact_analysis": "Archidamus mimetesite Pandoridae prefer Daedalea", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "enuretic aula venville tepee repossess", + "short_description": "A failed RAID controller card needs to be replaced on PSORA1", "sla_due": "UNKNOWN", - "start_date": "2025-01-08 06:30:00", + "start_date": "2023-12-05 02:30:00", "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2024-11-23 00:21:34", + "sys_created_on": "2023-10-06 01:21:34", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "35cd3552db252200a6a2b31be0b8f5de", - "sys_mod_count": "24", + "sys_id": "35cd7552db252200a6a2b31be0b8f51d", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 00:45:33", - "task_effective_number": "CHG0000065", - "test_plan": "batrachian randing bygo tinniness levelly", + "sys_updated_on": "2023-10-09 01:47:00", + "task_effective_number": "CHG0000067", + "test_plan": "topognosia homeseeker hardening angiospermatous aptitudinally", "time_worked": "", "type": "Normal", "unauthorized": "false", @@ -431,12 +431,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "2024-11-25 01:48:25" + "work_start": "2023-10-08 02:48:25" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -456,22 +455,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "cmdb_ci", - "backout_plan", - "implementation_plan", + "business_service", + "risk_impact_analysis", "impact", - "category" + "justification", + "close_notes" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Requested", - "approval_history": "2024-11-25 05:13:15 - System Administrator (Approval history)\nGroup approval for Hardware approved by user David Dan (Technical approvals).\n\n", + "approval_history": "2023-10-08 06:10:00 - System Administrator (Approval history)\nGroup approval for Network approved by user ITIL User (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "David Loo", - "assignment_group": "Hardware", - "backout_plan": "scrutinization shedded theopneust artificership sneezeproof", + "assigned_to": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "assignment_group": "Network", + "backout_plan": "Restore Oracle 11g binariesRestore Oracle 11g data filesEnable Oracle ListenerTest connectivity from PS LinuxApp01Test connectivity from PS LinuxApp02", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -483,14 +485,14 @@ "change_plan": "", "chg_model": "", "close_code": "Successful with issues", - "close_notes": "ectromelia oenin djave hyperneuria Ophiomorpha", + "close_notes": "ichthyotoxin behenate Astraeidae sanguinocholeric terrorize", "closed_at": "", "closed_by": "", - "cmdb_ci": "unix201", + "cmdb_ci": "NY RAC", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "2024-11-26 00:46:46", + "conflict_last_run": "2023-10-09 01:45:24", "conflict_status": "Conflict", "contact_type": null, "contract": "", @@ -498,27 +500,27 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "tenio isodomic dorsulum ablewhackets piligan", + "description": "NY RAC instance needs to be upgraded from Oracle 11g to Oracle 12c", "due_date": "", - "end_date": "2025-01-22 07:00:00", + "end_date": "2023-11-21 04:30:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "impact": "3 - Low", - "implementation_plan": "mythomania heteroside unexploited unconsolidated nowel", - "justification": "negligently asperger scrim unfabricated carburizer", + "implementation_plan": "Shutdown databasesBackup /app/ora/11gRun Oracle 12c oinstallInstall Database softwareUpgrade existing database data filesEnable Oracle listenerTest connectivity from PS LinuxApp01Test connectivity from PS LinuxApp02", + "justification": "repeople neuromerism solidus pneumonolithiasis laceybark", "knowledge": "false", "location": "", "made_sla": "true", - "number": "proletariat unmedaled twilightless allog", + "number": "CHG0000058", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2024-11-23 00:21:35", + "opened_at": "2023-10-06 01:21:33", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", @@ -531,37 +533,37 @@ "reassignment_count": "0", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", - "risk": "High", - "risk_impact_analysis": "Triceratops isosulphocyanate downfall dyschromatopsia remunerate", + "risk": "Moderate", + "risk_impact_analysis": "noetic pulpitly staggerbush ungainfully beldamship", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "fattish glassworker zygotene embitterment nonevolutionist", + "short_description": "Upgrade NY RAC to Oracle 12c", "sla_due": "UNKNOWN", - "start_date": "2025-01-22 06:30:00", + "start_date": "2023-11-21 02:30:00", "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2024-11-23 00:21:35", + "sys_created_on": "2023-10-06 01:21:33", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "02cd7552db252200a6a2b31be0b8f5e0", + "sys_id": "a9cd3552db252200a6a2b31be0b8f502", "sys_mod_count": "24", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 00:46:46", - "task_effective_number": "CHG0000076", - "test_plan": "phylliform friarly dishwater registrary dysidrosis", + "sys_updated_on": "2023-10-09 01:45:24", + "task_effective_number": "CHG0000058", + "test_plan": "theow exarteritis excavationist savagedom triforium", "time_worked": "", "type": "Normal", "unauthorized": "false", @@ -574,12 +576,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "2024-11-25 01:48:25" + "work_start": "2023-10-08 02:48:24" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -599,22 +600,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "service_offering", - "description", - "close_code", + "category", "test_plan", - "backout_plan" + "description", + "close_notes", + "implementation_plan" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Approved", - "approval_history": "", + "approval": "Requested", + "approval_history": "2023-10-08 06:07:57 - System Administrator (Approval history)\nGroup approval for Database approved by user ITIL User (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "", - "assignment_group": "Network", - "backout_plan": "Hydroida unmatched Titanical superservice weakhearted", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Database", + "backout_plan": "biscotin isotrimorphous unshamableness gaup anticlimactic", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -622,97 +626,91 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Other", + "category": "Network", "change_plan": "", "chg_model": "", - "close_code": "Successful", - "close_notes": "reabsent patheticalness forepale quinquelocular whippost", - "closed_at": "2015-07-06 12:00:51", - "closed_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" - }, + "close_code": "Successful with issues", + "close_notes": "underbeaten aint kenareh deary scuddawn", + "closed_at": "", + "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "conflict_last_run": "", "conflict_status": "Not Run", - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "prosopon Ramadoss paleoherpetology rubican blamelessly", + "description": "01:00.0 RAID bus controller: Adaptec AAC-RAID has failed on PSORA1 and needs to be replaced immediately.", "due_date": "", - "end_date": "", + "end_date": "2023-11-07 06:30:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "3 - Low", - "implementation_plan": "gyrostatic reacquire unattaintedly Ade incomposed", - "justification": "aberrate galvanoplasty Magian promuscis Ahet", + "impact": "2 - Medium", + "implementation_plan": "Fail PSORA1 to DR systemShutdown SystemRemove failed RAID cardInstall new RAID cardBoot systemConfigure RAID cardBring system onlineValidate access to disk structuresFailback from DR to PSORA1", + "justification": "plauditor unappealableness celluloided Diurna adsorbable", "knowledge": "false", "location": "", "made_sla": "true", - "number": "wranny jointing dispositively luller rec", + "number": "CHG0000047", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2015-07-06 12:00:26", + "opened_at": "2023-10-06 01:21:32", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": "Requested", + "phase": null, "phase_state": "Open", - "priority": "4 - Low", + "priority": "2 - High", "production_system": "false", "reason": null, - "reassignment_count": "2", + "reassignment_count": "0", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", "risk": "Moderate", - "risk_impact_analysis": "canny lentiscine citronade feministics reattest", + "risk_impact_analysis": "rheinic nickeliferous omnisufficient usually nonaspiring", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "autem stercorous beisa conformance statute", + "short_description": "A failed RAID controller card needs to be replaced on PSORA1", "sla_due": "UNKNOWN", - "start_date": "", - "state": "Closed", - "std_change_producer_version": { - "display_value": "Clear BGP sessions on a Cisco router - 1", - "link": "https://dev224577.service-now.com/api/now/table/std_change_producer_version/16c2273c47010200e90d87e8dee49006" - }, + "start_date": "2023-11-07 02:30:00", + "state": "Authorize", + "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2015-07-06 12:00:26", + "sys_created_on": "2023-10-06 01:21:32", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "7b77f5de47410200e90d87e8dee490b8", - "sys_mod_count": "8", + "sys_id": "91cdf152db252200a6a2b31be0b8f50e", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2015-07-06 12:00:51", - "task_effective_number": "CHG0000026", - "test_plan": "coxal grouped markman ideogenous rhetor", + "sys_updated_on": "2023-10-09 01:43:31", + "task_effective_number": "CHG0000047", + "test_plan": "yearn reconsultation unliving gubernative nonannexation", "time_worked": "", - "type": "Standard", + "type": "Normal", "unauthorized": "false", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -720,15 +718,14 @@ "urgency": "3 - Low", "user_input": "", "watch_list": "", - "work_end": "2015-07-06 12:00:42", + "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "2015-07-06 12:00:37" + "work_start": "2023-10-08 02:48:24" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -748,22 +745,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "assigned_to", - "cmdb_ci", "implementation_plan", - "business_service", - "category" + "backout_plan", + "close_notes", + "test_plan", + "business_service" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Approved", - "approval_history": "", + "approval": "Requested", + "approval_history": "2023-10-08 06:11:14 - System Administrator (Approval history)\nGroup approval for Hardware approved by user Fred Luddy (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "", - "assignment_group": "ITSM Engineering", - "backout_plan": "monoeidic anticoagulin synoeciously mulatta postdisseizor", + "assigned_to": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "assignment_group": "Hardware", + "backout_plan": "Comment out new line in /etc/network/interfaces", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -771,91 +771,91 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Other", + "category": "Network", "change_plan": "", "chg_model": "", "close_code": "Successful", - "close_notes": "muermo pedagogically talliar tupara unbesmirched", + "close_notes": "althorn phantasmology lairy Microsporum streptococcal", "closed_at": "", "closed_by": "", - "cmdb_ci": "AS400", + "cmdb_ci": "lnux100", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "", - "conflict_status": "Not Run", + "conflict_last_run": "2023-10-09 01:45:19", + "conflict_status": "Conflict", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Chera descrier discursively chicky mazut", + "description": "We need to add additional redundant name servers to lnux100, lnux101 and PS LinuxApp01", "due_date": "", - "end_date": "", + "end_date": "2023-11-20 18:45:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "3 - Low", - "implementation_plan": "countertally conveyancer preclude combatable Mussulman", - "justification": "undrinkable autocamp languisher enterospasm estate", + "impact": "2 - Medium", + "implementation_plan": "vi /etc/network/interfacesinsert line:dns-nameservers 8.8.8.8 8.8.4.4:wqtest name resolution using command: host www.google.com", + "justification": "Strepsiceros horrormongering geopolitics sawbelly quinotoxine", "knowledge": "false", "location": "", "made_sla": "true", - "number": "fevertwig friskingly tret ewer husbandma", + "number": "CHG0000061", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2016-08-10 09:13:54", + "opened_at": "2023-10-06 01:21:34", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": "Requested", + "phase": null, "phase_state": "Open", - "priority": "4 - Low", + "priority": "3 - Moderate", "production_system": "false", - "reason": "broken", + "reason": null, "reassignment_count": "0", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, - "requested_by_date": "2016-08-10 09:12:16", + "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", "risk": "Moderate", - "risk_impact_analysis": "hackman outwore quixotism unethnological unmalled", + "risk_impact_analysis": "broth arresting koniscope jervina crudity", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "clupeid prefreeze tuberculiform incalver scutifer", + "short_description": "Update /etc/network/interfaces to include name servers 8.8.8.8 & 8.8.4.4", "sla_due": "UNKNOWN", - "start_date": "", - "state": "New", + "start_date": "2023-11-20 18:30:00", + "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2016-08-10 09:13:54", + "sys_created_on": "2023-10-06 01:21:34", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "c286d61347c12200e0ef563dbb9a71df", - "sys_mod_count": "0", + "sys_id": "a9cd3552db252200a6a2b31be0b8f579", + "sys_mod_count": "25", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2016-08-10 09:13:54", - "task_effective_number": "CHG0040004", - "test_plan": "inexpugnable remasticate foxwood shreeve solenitis", + "sys_updated_on": "2023-10-09 01:45:19", + "task_effective_number": "CHG0000061", + "test_plan": "dain coexertion phoneidoscopic undisobliging anaglyptic", "time_worked": "", - "type": "Emergency", + "type": "Normal", "unauthorized": "false", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -866,12 +866,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "" + "work_start": "2023-10-08 02:48:25" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -891,22 +890,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "service_offering", + "implementation_plan", "risk", "assignment_group", - "justification", - "backout_plan" + "risk_impact_analysis", + "service_offering" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Requested", - "approval_history": "2024-11-25 05:12:10 - System Administrator (Approval history)\nGroup approval for Hardware approved by user ITIL User (Technical approvals).\n\n", + "approval_history": "2023-10-08 06:15:14 - System Administrator (Approval history)\nGroup approval for Hardware approved by user Fred Luddy (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "Bow Ruggeri", + "assigned_to": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, "assignment_group": "Hardware", - "backout_plan": "unchoked exosporous deave unreplied Abassin", + "backout_plan": "Comment out new line in /etc/network/interfaces", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -918,14 +920,14 @@ "change_plan": "", "chg_model": "", "close_code": "Unsuccessful", - "close_notes": "unbrookable Iriarteaceae televiewer teponaztli titoki", + "close_notes": "throwwort hagiographic unsaturatedness revictorious Capetian", "closed_at": "", "closed_by": "", - "cmdb_ci": "lnux100", + "cmdb_ci": "lnux101", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "2024-11-26 00:47:08", + "conflict_last_run": "2023-10-09 01:54:17", "conflict_status": "Conflict", "contact_type": null, "contract": "", @@ -933,27 +935,27 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "waiwode pasha protelytropteron loathfulness tracelessly", + "description": "We need to add additional redundant name servers to lnux100, lnux101 and PS LinuxApp01", "due_date": "", - "end_date": "2025-01-21 18:45:00", + "end_date": "2024-01-02 18:45:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "impact": "2 - Medium", - "implementation_plan": "chlorogenine robustly icosahedral quinarius Didunculus", - "justification": "stridency unfernlike stabwort cecidiologist prospectively", + "implementation_plan": "vi /etc/network/interfacesinsert line:dns-nameservers 8.8.8.8 8.8.4.4:wqtest name resolution using command: host www.google.com", + "justification": "Micropterygoidea Caughnawaga granddaddy moment Dermestidae", "knowledge": "false", "location": "", "made_sla": "true", - "number": "counterside mammalogist quinolinyl whims", + "number": "CHG0000092", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2024-11-23 00:21:35", + "opened_at": "2023-10-06 01:21:37", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", @@ -966,37 +968,37 @@ "reassignment_count": "0", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", - "risk": "Moderate", - "risk_impact_analysis": "hougher Tony amphisbaenian gonidiospore pelvigraph", + "risk": "High", + "risk_impact_analysis": "taxonomical Frenchiness widework prelachrymal fenter", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "monition manneristic undiuretic intercrust unkilling", + "short_description": "Update /etc/network/interfaces to include name servers 8.8.8.8 & 8.8.4.4", "sla_due": "UNKNOWN", - "start_date": "2025-01-21 18:30:00", + "start_date": "2024-01-02 18:30:00", "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2024-11-23 00:21:35", + "sys_created_on": "2023-10-06 01:21:37", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "31cd7552db252200a6a2b31be0b8f55c", - "sys_mod_count": "24", + "sys_id": "e6cdf552db252200a6a2b31be0b8f533", + "sys_mod_count": "23", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 00:47:08", - "task_effective_number": "CHG0000071", - "test_plan": "siltage leucotomy agatoid mytilaceous martlet", + "sys_updated_on": "2023-10-09 01:54:17", + "task_effective_number": "CHG0000092", + "test_plan": "established lackwit ectropion decimestrial unrefraining", "time_worked": "", "type": "Normal", "unauthorized": "false", @@ -1009,12 +1011,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "2024-11-25 01:48:25" + "work_start": "2023-10-08 02:48:26" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -1034,22 +1035,22 @@ "test_plan": "Test plan" }, "task_fields": [ - "category", - "number", - "backout_plan", "service_offering", - "risk" + "number", + "risk", + "justification", + "description" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Requested", - "approval_history": "2024-11-25 05:15:14 - System Administrator (Approval history)\nGroup approval for Hardware approved by user Fred Luddy (Technical approvals).\n\n", + "approval": "Approved", + "approval_history": "", "approval_set": "", - "assigned_to": "Bow Ruggeri", - "assignment_group": "Hardware", - "backout_plan": "supertare ductule obfuscation Hamitism mustafina", + "assigned_to": "", + "assignment_group": "Network", + "backout_plan": "-- Physically remove switch and all associated cabling-- Remove switch from management, monitoring and ServiceNow CMDB", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -1057,91 +1058,97 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Network", + "category": "Other", "change_plan": "", "chg_model": "", - "close_code": "Successful with issues", - "close_notes": "blissful bauckiebird triclinic fourther homochronous", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "lnux101", + "close_code": "Successful", + "close_notes": "Implemented", + "closed_at": "2015-07-06 12:12:52", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "2024-11-26 00:54:17", - "conflict_status": "Conflict", - "contact_type": null, + "conflict_last_run": "", + "conflict_status": "Not Run", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Acrux repermission deossification lokapala unmoribund", + "description": "This standard change template describes adding a new network switch to a datacenter cabinet", "due_date": "", - "end_date": "2025-02-19 18:45:00", + "end_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "2 - Medium", - "implementation_plan": "beamster telltruth stereomatrix ruttish ultrainsistent", - "justification": "enclitically aerodyne cosmopolitics encenter questionary", + "impact": "3 - Low", + "implementation_plan": "-- Physically rack switch in top of cabinet-- Ensure that redundant power supply is connected to the backup power circuit in the cabinet-- Ensure that first GBIC fibre connector (Gi0/1) connects to primary distribution switch-- Ensure that second GBIC fibre connector (Gi1/1) connects to secondary distribution switch-- Connect console port to cabinet management console-- Add switch to network management console-- Add switch to network monitoring console-- Add switch to ServiceNow CMDB", + "justification": "benighted copyholding cobblership Huashi saithe", "knowledge": "false", "location": "", "made_sla": "true", - "number": "anasarcous extirpationist revenued impre", + "number": "CHG0000027", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2024-11-23 00:21:37", + "opened_at": "2015-07-06 12:12:13", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": null, + "phase": "Requested", "phase_state": "Open", - "priority": "3 - Moderate", + "priority": "4 - Low", "production_system": "false", "reason": null, - "reassignment_count": "0", + "reassignment_count": "2", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", - "risk": "High", - "risk_impact_analysis": "kabuki unveiling phimosis tumuli biodynamical", + "risk": "Moderate", + "risk_impact_analysis": "interlapse archprelatic registry diewise palmilobed", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "nitrosamine binomial semibacchanalian Tungusic pouchless", + "short_description": "Add network switch to cabinet", "sla_due": "UNKNOWN", - "start_date": "2025-02-19 18:30:00", - "state": "Authorize", - "std_change_producer_version": "", + "start_date": "", + "state": "Closed", + "std_change_producer_version": { + "display_value": "Add network switch to datacenter cabinet - 1", + "link": "https://dev215901.service-now.com/api/now/table/std_change_producer_version/a08e02ec47410200e90d87e8dee4905a" + }, "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2024-11-23 00:21:37", + "sys_created_on": "2015-07-06 12:12:13", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "e6cdf552db252200a6a2b31be0b8f533", - "sys_mod_count": "23", + "sys_id": "543a39de47410200e90d87e8dee4908a", + "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 00:54:17", - "task_effective_number": "CHG0000092", - "test_plan": "erythroxyline astigmism Funariaceae Yenisei semidemented", + "sys_updated_on": "2015-07-06 12:12:52", + "task_effective_number": "CHG0000027", + "test_plan": "-- Run connectivity tests by connecting laptop to copper interface-- Ensure that switch is showing as healthy in network monitoring console", "time_worked": "", - "type": "Normal", + "type": "Standard", "unauthorized": "false", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1149,15 +1156,14 @@ "urgency": "3 - Low", "user_input": "", "watch_list": "", - "work_end": "", + "work_end": "2015-07-06 12:12:40", "work_notes": "", "work_notes_list": "", - "work_start": "2024-11-25 01:48:26" + "work_start": "2015-07-06 12:12:32" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -1177,22 +1183,25 @@ "test_plan": "Test plan" }, "task_fields": [ + "close_notes", + "justification", "risk", - "description", - "cmdb_ci", - "short_description", + "assignment_group", "service_offering" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", - "approval_history": "2024-03-14 16:16:25 - glide.maint (Approval history)\nITIL User added as an approver\n\n", + "approval": "Requested", + "approval_history": "2023-10-08 06:15:25 - System Administrator (Approval history)\nGroup approval for Hardware approved by user Bow Ruggeri (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "ITIL User", - "assignment_group": "", - "backout_plan": "hotness Italianish serval Syconaria nerver", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Hardware", + "backout_plan": "re-image OWA-SD-01Verify network connectivityValidate OWA access using owa_test1 and owa_test2 test usersFail from DR system back to OWA-SD-01", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -1200,107 +1209,106 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Hardware", + "category": "Network", "change_plan": "", "chg_model": "", - "close_code": "Unsuccessful", - "close_notes": "unescalloped dentalize Inverness Wycliffite phemic", - "closed_at": "2024-11-21 01:46:02", - "closed_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" - }, - "cmdb_ci": "FileServerFloor2", + "close_code": "Successful with issues", + "close_notes": "eurycephalous compeller geminately multithreaded sulfhydryl", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "OWA-SD-01", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "", - "conflict_status": null, + "conflict_last_run": "2023-10-09 01:53:56", + "conflict_status": "Conflict", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "specialist aseptic rhynchonelloid sovereignship zealproof", + "description": "thingy fibromyxoma Oscan plethysmograph spatalamancy", "due_date": "", - "end_date": "2024-11-21 22:45:00", + "end_date": "2024-01-03 10:29:59", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "3 - Low", - "implementation_plan": "unresifted imperiality consensually nonefficacious spart", - "justification": "scintillously discolorization multipresence Eusuchia askos", + "impact": "2 - Medium", + "implementation_plan": "Fail OWA-SD-01 to DR systemImage OWA-SD-01Upgrade system to MS Server 2016Verify network connectivityValidate OWA access using owa_test1 and owa_test2 test usersFail from DR system back to OWA-SD-01", + "justification": "Oryssus cobbing taxon tously erepsin", "knowledge": "false", "location": "", - "made_sla": "false", - "number": "fasciculation Horouta weal stoneyard hus", + "made_sla": "true", + "number": "CHG0000095", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2022-10-01 15:37:58", + "opened_at": "2023-10-06 01:21:37", "opened_by": { - "display_value": "Guest", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5136503cc611227c0183e96598c4f706" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": "-1", - "phase_state": null, - "priority": "3 - Moderate", + "phase": null, + "phase_state": "Open", + "priority": "2 - High", "production_system": "false", "reason": null, - "reassignment_count": "", - "requested_by": "", - "requested_by_date": "2022-10-05 17:00:00", + "reassignment_count": "0", + "requested_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", - "risk": "Moderate", - "risk_impact_analysis": "quayful woodmonger cremor Prosobranchia phytomorphosis", + "risk": "High", + "risk_impact_analysis": "telling receptaculitoid allesthesia beknight coradical", "route_reason": "", - "scope": "(-1)", + "scope": "Medium", "service_offering": "", - "short_description": "guardingly podesterate meitnerium Opiliones ataxia", + "short_description": "Upgrade OWA-SD-01 to MS Windows Server 2016", "sla_due": "UNKNOWN", - "start_date": "2024-11-21 22:00:00", - "state": "Scheduled", + "start_date": "2024-01-03 06:30:00", + "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", - "sys_created_by": "pat", - "sys_created_on": "2022-10-01 15:37:58", + "sys_created_by": "admin", + "sys_created_on": "2023-10-06 01:21:37", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "9d3f823bc611228700376cc3b4b5b87b", - "sys_mod_count": "11", + "sys_id": "eacdf552db252200a6a2b31be0b8f578", + "sys_mod_count": "22", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 04:41:02", - "task_effective_number": "CHG0000006", - "test_plan": "largess silage magniloquence crudely idolatry", + "sys_updated_on": "2023-10-09 01:53:56", + "task_effective_number": "CHG0000095", + "test_plan": "electrostereotype detach forebemoan torulous waitress", "time_worked": "", "type": "Normal", "unauthorized": "false", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "" + "work_start": "2023-10-08 02:48:27" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -1320,22 +1328,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "test_plan", "description", - "impact", - "close_notes", - "business_service" + "service_offering", + "justification", + "assignment_group", + "cmdb_ci" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Requested", - "approval_history": "2024-11-25 05:13:58 - System Administrator (Approval history)\nGroup approval for Hardware approved by user Fred Luddy (Technical approvals).\n\n", + "approval_history": "2023-10-08 06:12:19 - System Administrator (Approval history)\nGroup approval for Hardware approved by user Don Goodliffe (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "David Loo", + "assigned_to": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, "assignment_group": "Hardware", - "backout_plan": "ootocoid befog preboast autosuppression homologically", + "backout_plan": "Comment out new line in /etc/network/interfaces", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -1347,14 +1358,14 @@ "change_plan": "", "chg_model": "", "close_code": "Unsuccessful", - "close_notes": "unwastefully azorubine scanties narrowish blotto", + "close_notes": "hepatostomy sorner basilicon merogony chloralide", "closed_at": "", "closed_by": "", - "cmdb_ci": "unix201", + "cmdb_ci": "PS LinuxApp01", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "2024-11-26 00:48:04", + "conflict_last_run": "2023-10-09 01:47:15", "conflict_status": "Conflict", "contact_type": null, "contract": "", @@ -1362,27 +1373,27 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "farmtown universityless chemurgical marsupium brakie", + "description": "We need to add additional redundant name servers to lnux100, lnux101 and PS LinuxApp01", "due_date": "", - "end_date": "2025-02-05 07:00:00", + "end_date": "2023-12-04 18:45:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "3 - Low", - "implementation_plan": "tarata fermentive digamous paranephros spermidine", - "justification": "reflash jambone adverbiation Teri abuse", + "impact": "2 - Medium", + "implementation_plan": "vi /etc/network/interfacesinsert line:dns-nameservers 8.8.8.8 8.8.4.4:wqtest name resolution using command: host www.google.com", + "justification": "nephroparalysis skiver Idist shutterless syncategorematical", "knowledge": "false", "location": "", "made_sla": "true", - "number": "filiciform impitiably scarfy Cochlidiida", + "number": "CHG0000073", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2024-11-23 00:21:36", + "opened_at": "2023-10-06 01:21:35", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", @@ -1395,37 +1406,37 @@ "reassignment_count": "0", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", "risk": "Moderate", - "risk_impact_analysis": "urchin repossessor paimaneh nonethyl monoculous", + "risk_impact_analysis": "mirthsome cacogeusia kusimansel Pholcus horizontical", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "Diplotaxis monomaniacal estrepe webfoot unoutspeakable", + "short_description": "Update /etc/network/interfaces to include name servers 8.8.8.8 & 8.8.4.4", "sla_due": "UNKNOWN", - "start_date": "2025-02-05 06:30:00", + "start_date": "2023-12-04 18:30:00", "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2024-11-23 00:21:36", + "sys_created_on": "2023-10-06 01:21:35", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "5ecdb552db252200a6a2b31be0b8f5b5", - "sys_mod_count": "26", + "sys_id": "8ecd7552db252200a6a2b31be0b8f581", + "sys_mod_count": "24", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 00:48:04", - "task_effective_number": "CHG0000086", - "test_plan": "supercharger beswarm ambitiously underivative tarragona", + "sys_updated_on": "2023-10-09 01:47:15", + "task_effective_number": "CHG0000073", + "test_plan": "fumigatory sharply hemautograph pulahan iconological", "time_worked": "", "type": "Normal", "unauthorized": "false", @@ -1438,12 +1449,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "2024-11-25 01:48:26" + "work_start": "2023-10-08 02:48:25" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -1463,22 +1473,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "impact", - "risk_impact_analysis", - "description", + "backout_plan", "assignment_group", - "category" + "risk", + "close_notes", + "test_plan" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Approved", - "approval_history": "", - "approval_set": "", - "assigned_to": "", - "assignment_group": "Network", - "backout_plan": "lardite rivalable Dodecatheon uncontented cavernitis", + "approval_history": "2023-10-02 22:21:01 - glide.maint (Approval history)\nBow Ruggeri approved the task. Comments:\n\n2023-10-02 22:21:01 - glide.maint (Approval history)\nDavid Loo approved the task. Comments:\n\n2023-10-02 22:21:01 - glide.maint (Approval history)\nDon Goodliffe approved the task. Comments:\n\n2023-10-02 22:21:01 - glide.maint (Approval history)\nEric Schroeder approved the task. Comments:\n\n2023-10-02 22:20:52 - glide.maint (Approval history)\nDavid Loo added as an approver\n\n2023-10-02 22:20:52 - glide.maint (Approval history)\nDon Goodliffe added as an approver\n\n2023-10-02 22:20:52 - glide.maint (Approval history)\nEric Schroeder added as an approver\n\n2023-10-02 22:20:51 - glide.maint (Approval history)\nBow Ruggeri added as an approver\n\n", + "approval_set": "2023-10-02 22:20:03", + "assigned_to": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "assignment_group": "", + "backout_plan": "* Shut down the database * Change Oracle Home to the old one * Start the database", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -1486,97 +1499,91 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Other", - "change_plan": "", + "category": "Software", + "change_plan": " * Download the patch from Metalink.\n * Unzip it on the\n database server.\n * Shut down all databases using the Oracle9i home.\n *\n Apply the patchset to the Oracle binaries.\n * Start up all databases\n using the Oracle9i home and run required SQL\n scripts within each\n database.\n ", "chg_model": "", - "close_code": "Successful", - "close_notes": "totalization plagueful resolutionist corrosibleness afterswell", - "closed_at": "2015-07-06 12:12:52", - "closed_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" - }, - "cmdb_ci": "", + "close_code": "Unsuccessful", + "close_notes": "elegy overmask genealogizer displease pregustant", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP ORA01", "comments": "", "comments_and_work_notes": "", "company": "", "conflict_last_run": "", - "conflict_status": "Not Run", + "conflict_status": null, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "pierrot backfiring noninfantry Gerbera tanagroid", + "description": "Need to apply the follow security patches from oracle - 10.2.0.1 to 10.2.0.3.", "due_date": "", - "end_date": "", + "end_date": "2023-09-30 08:00:15", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "impact": "3 - Low", - "implementation_plan": "strandward paramorphine distome symbranchous cangle", - "justification": "veratrylidene sarcoadenoma interwrap seadog snowlike", + "implementation_plan": "idiogenous fancywork capkin allicient proctostenosis", + "justification": "multiplepoinding cumenyl sailingly recallment collocatory", "knowledge": "false", "location": "", "made_sla": "true", - "number": "Rhynchocephala infraposition synocreate ", + "number": "CHG0000009", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2015-07-06 12:12:13", + "opened_at": "2023-10-02 22:07:53", "opened_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", "phase": "Requested", "phase_state": "Open", - "priority": "4 - Low", + "priority": "1 - Critical", "production_system": "false", "reason": null, - "reassignment_count": "2", + "reassignment_count": "", "requested_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" }, - "requested_by_date": "", + "requested_by_date": "2023-10-03 00:12:27", "review_comments": "", "review_date": "", "review_status": "", - "risk": "Moderate", - "risk_impact_analysis": "eucharistic gorilloid homotony peanut unrarefied", + "risk": "High", + "risk_impact_analysis": "unterribly conflagrator burnet stepgrandson veldschoen", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "photovitrotype nulliparity unremediable pitmark lier", + "short_description": "Apply patches 10.2.0.1 to 10.2.0.3", "sla_due": "UNKNOWN", - "start_date": "", - "state": "Closed", - "std_change_producer_version": { - "display_value": "Add network switch to datacenter cabinet - 1", - "link": "https://dev224577.service-now.com/api/now/table/std_change_producer_version/a08e02ec47410200e90d87e8dee4905a" - }, + "start_date": "2023-09-30 03:00:00", + "state": "New", + "std_change_producer_version": "", "sys_class_name": "Change Request", - "sys_created_by": "admin", - "sys_created_on": "2015-07-06 12:12:13", + "sys_created_by": "itil", + "sys_created_on": "2023-10-02 22:16:25", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "543a39de47410200e90d87e8dee4908a", - "sys_mod_count": "8", + "sys_id": "d7323e9dc0a8016700538974c2efb7f1", + "sys_mod_count": "16", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2015-07-06 12:12:52", - "task_effective_number": "CHG0000027", - "test_plan": "radially thriller spurner cardel amah", + "sys_updated_by": "pat.casey", + "sys_updated_on": "2023-10-03 14:58:35", + "task_effective_number": "CHG0000009", + "test_plan": "Read through the README file included with the patch and test applying the patch or patchset in a non-production environment prior to applying it in production.", "time_worked": "", - "type": "Standard", + "type": "Normal", "unauthorized": "false", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1584,15 +1591,14 @@ "urgency": "3 - Low", "user_input": "", "watch_list": "", - "work_end": "2015-07-06 12:12:40", + "work_end": "2023-10-02 13:17:04", "work_notes": "", "work_notes_list": "", - "work_start": "2015-07-06 12:12:32" + "work_start": "2023-10-02 09:17:01" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -1612,22 +1618,25 @@ "test_plan": "Test plan" }, "task_fields": [ + "business_service", "risk_impact_analysis", - "close_code", - "implementation_plan", - "assigned_to", - "justification" + "category", + "justification", + "test_plan" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", - "approval_history": "", + "approval": "Requested", + "approval_history": "2023-10-08 06:04:51 - System Administrator (Approval history)\nGroup approval for Database approved by user Beth Anglin (Technical approvals).\n\n2023-10-07 08:01:49 - Bernard Laboy (Approval history)\nGroup approval for CAB Approval approved by user Bernard Laboy (CAB approval).\n\n", "approval_set": "", - "assigned_to": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, "assignment_group": "Database", - "backout_plan": "hammerhead polyophthalmic grimacing anthropomorphical unportrayed", + "backout_plan": "unfetched Choluteca tonology revolatilize diffusibility", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -1637,15 +1646,12 @@ "calendar_duration": "", "category": "Network", "change_plan": "", - "chg_model": { - "display_value": "Normal", - "link": "https://dev224577.service-now.com/api/now/table/chg_model/007c4001c343101035ae3f52c1d3aeb2" - }, - "close_code": "Successful with issues", - "close_notes": "venefical hammerwort gutterwise Columbidae ultraindulgent", + "chg_model": "", + "close_code": "Successful", + "close_notes": "juvenilism sanctimoniously muscardine cab pical", "closed_at": "", "closed_by": "", - "cmdb_ci": "Oracle", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", @@ -1657,70 +1663,70 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "otography entosphenal sole unaccustomed chopa", + "description": "01:00.0 RAID bus controller: Adaptec AAC-RAID has failed on PSORA1 and needs to be replaced immediately.", "due_date": "", - "end_date": "", + "end_date": "2023-10-24 07:30:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "3 - Low", - "implementation_plan": "unwarmable underdip mihrab catamaran recurvopatent", - "justification": "Spaniard bluecup Katipuneros uncubic oval", + "impact": "2 - Medium", + "implementation_plan": "Fail PSORA1 to DR systemShutdown SystemRemove failed RAID cardInstall new RAID cardBoot systemConfigure RAID cardBring system onlineValidate access to disk structuresFailback from DR to PSORA1", + "justification": "visa unsubverted sesquisilicate scillipicrin unamend", "knowledge": "false", "location": "", "made_sla": "true", - "number": "colpeurysis Grison Rommany quirky Eboe", + "number": "CHG0000037", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2025-01-20 09:32:40", + "opened_at": "2023-10-06 01:21:31", "opened_by": { - "display_value": "Ashley Drake", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/15897d14539712104d8731f0a0490eca" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": "Requested", + "phase": null, "phase_state": "Open", - "priority": "4 - Low", + "priority": "2 - High", "production_system": "false", "reason": null, "reassignment_count": "0", "requested_by": { - "display_value": "Ashley Drake", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/15897d14539712104d8731f0a0490eca" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", - "risk": "Moderate", - "risk_impact_analysis": "yoi beaux phimotic pterophorid syncretistical", + "risk": "High", + "risk_impact_analysis": "septenarian competitioner overwade Konde Tasmanian", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "villageous acheiria phosphorical vilipend metallification", + "short_description": "A failed RAID controller card needs to be replaced on PSORA1", "sla_due": "UNKNOWN", - "start_date": "", - "state": "New", + "start_date": "2023-10-24 03:30:00", + "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", - "sys_created_by": "Ashley.Drake.2290", - "sys_created_on": "2025-01-20 09:41:10", + "sys_created_by": "admin", + "sys_created_on": "2023-10-06 01:21:31", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "62997d54539712104d8731f0a0490edc", - "sys_mod_count": "0", + "sys_id": "41cdb152db252200a6a2b31be0b8f527", + "sys_mod_count": "11", "sys_tags": "", - "sys_updated_by": "Ashley.Drake.2290", - "sys_updated_on": "2025-01-20 09:41:10", - "task_effective_number": "CHG0000090", - "test_plan": "chapeless skysail orthosymmetric intorsion articular", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 01:03:08", + "task_effective_number": "CHG0000037", + "test_plan": "Auster mannerist pentitol kiyas merogenic", "time_worked": "", "type": "Normal", "unauthorized": "false", @@ -1733,12 +1739,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "" + "work_start": "2023-10-08 02:48:23" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -1758,22 +1763,22 @@ "test_plan": "Test plan" }, "task_fields": [ + "impact", + "description", + "test_plan", "implementation_plan", - "close_notes", - "close_code", - "short_description", - "test_plan" + "backout_plan" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Requested", - "approval_history": "2024-11-25 05:12:01 - System Administrator (Approval history)\nGroup approval for Network approved by user David Dan (Technical approvals).\n\n", + "approval": "Approved", + "approval_history": "", "approval_set": "", - "assigned_to": "David Loo", - "assignment_group": "Network", - "backout_plan": "palaeoclimatology psychosexuality accomplished blaming shastaite", + "assigned_to": "", + "assignment_group": "ITSM Engineering", + "backout_plan": "organicism Calinago boroughmaster preimposal supraclusion", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -1781,91 +1786,91 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Network", + "category": "Other", "change_plan": "", "chg_model": "", - "close_code": "Unsuccessful", - "close_notes": "lactivorous anoxic girlism threadlike myxotheca", + "close_code": "Successful with issues", + "close_notes": "prewire sentinel kaisership noctambulistic tryptase", "closed_at": "", "closed_by": "", - "cmdb_ci": "IP-Router-3", + "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "2024-11-26 00:46:53", - "conflict_status": "Conflict", + "conflict_last_run": "", + "conflict_status": "Not Run", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "mullein carte enjoyingly genipa pivoter", + "description": "Hebrewdom cathartically nauseousness chirognomy drawbeam", "due_date": "", - "end_date": "2025-01-22 08:30:00", + "end_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "2 - Medium", - "implementation_plan": "sonnetlike eleventhly cyanemia prochoos slow", - "justification": "misconjugate generalistic Hemibasidiomycetes nonbearing connatural", + "impact": "3 - Low", + "implementation_plan": "Fitzroya pelanos overfee sluthood catalowne", + "justification": "gnash quiddit semisupination annihilate acaciin", "knowledge": "false", "location": "", "made_sla": "true", - "number": "skeuomorphic monotheistical dabblingness", + "number": "CHG0040007", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2024-11-23 00:21:35", + "opened_at": "2016-08-10 09:37:13", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": null, + "phase": "Requested", "phase_state": "Open", - "priority": "2 - High", + "priority": "4 - Low", "production_system": "false", - "reason": null, + "reason": "broken", "reassignment_count": "0", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, - "requested_by_date": "", + "requested_by_date": "2016-08-10 09:36:58", "review_comments": "", "review_date": "", "review_status": "", - "risk": "Low", - "risk_impact_analysis": "iridalgia uncorruptly Tangut cryohydrate uptorn", + "risk": "Moderate", + "risk_impact_analysis": "synaxarium popularize irregeneracy Annie Brotulidae", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "disciplinability cathop peripheroneural distastefulness evenglow", + "short_description": "Please reboot ApplicationServerPeopleSoft", "sla_due": "UNKNOWN", - "start_date": "2025-01-22 06:30:00", - "state": "Authorize", + "start_date": "", + "state": "New", "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2024-11-23 00:21:35", + "sys_created_on": "2016-08-10 09:37:13", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "b1cd7552db252200a6a2b31be0b8f536", - "sys_mod_count": "23", + "sys_id": "c83c5e5347c12200e0ef563dbb9a7190", + "sys_mod_count": "0", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 00:46:53", - "task_effective_number": "CHG0000069", - "test_plan": "polyphonium humeroscapular courtyard Lamano soprani", + "sys_updated_on": "2016-08-10 09:37:13", + "task_effective_number": "CHG0040007", + "test_plan": "japanner cunctatious saltishly beatus melagranite", "time_worked": "", - "type": "Normal", + "type": "Emergency", "unauthorized": "false", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1876,12 +1881,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "2024-11-25 01:48:25" + "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -1901,22 +1905,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "business_service", - "assignment_group", - "impact", - "number", - "justification" + "risk_impact_analysis", + "short_description", + "category", + "risk", + "close_code" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Approved", - "approval_history": "", + "approval": "Not Yet Requested", + "approval_history": "2023-01-25 15:16:25 - glide.maint (Approval history)\nITIL User added as an approver\n\n", "approval_set": "", - "assigned_to": "", - "assignment_group": "Network", - "backout_plan": "Thyrostraca ineloquent printable periodicalism incuse", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "backout_plan": "suovetaurilia galvanography irenic resuck antivibrating", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -1924,113 +1931,106 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Other", + "category": "Hardware", "change_plan": "", "chg_model": "", - "close_code": "Unsuccessful", - "close_notes": "journalistically digitize forecited retackle subvitalized", - "closed_at": "2015-07-03 07:40:14", + "close_code": "Successful with issues", + "close_notes": "steng Sanjay anginous seepage placard", + "closed_at": "2023-10-04 02:46:02", "closed_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, - "cmdb_ci": "", + "cmdb_ci": "FileServerFloor2", "comments": "", "comments_and_work_notes": "", "company": "", "conflict_last_run": "", - "conflict_status": "Not Run", - "contact_type": "Phone", + "conflict_status": null, + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "hesitatingly anxious ventilate polytheism cysterethism", + "description": "We're going to put another 100 GB drive on the floor 2 server. Needs a 100 GB SCSI II Ultra Drive.", "due_date": "", - "end_date": "", + "end_date": "2023-10-04 23:45:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "impact": "3 - Low", - "implementation_plan": "arightly blamelessly fondu loweringness kilovar", - "justification": "linker ballot deplorer entranceway disennui", + "implementation_plan": "isostatic knockout evangelize cherubic pretestimony", + "justification": "infielder dozzled Balao Wiltshire antipestilential", "knowledge": "false", "location": "", - "made_sla": "true", - "number": "Halcyoninae denumerantive exsuction aden", + "made_sla": "false", + "number": "CHG0000006", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2015-07-03 07:12:47", + "opened_at": "2021-08-13 15:37:58", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Guest", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5136503cc611227c0183e96598c4f706" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": "Requested", - "phase_state": "Open", - "priority": "4 - Low", + "phase": "-1", + "phase_state": null, + "priority": "3 - Moderate", "production_system": "false", "reason": null, - "reassignment_count": "1", - "requested_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" - }, - "requested_by_date": "", + "reassignment_count": "", + "requested_by": "", + "requested_by_date": "2021-08-17 17:00:00", "review_comments": "", "review_date": "", "review_status": "", "risk": "Moderate", - "risk_impact_analysis": "illusively demijohn Boeotic aluminothermics Thos", + "risk_impact_analysis": "abrasax hesperidate patellate undeciman nable", "route_reason": "", - "scope": "Medium", + "scope": "(-1)", "service_offering": "", - "short_description": "pseudowhorl algometrical Bourignonist keeling bebannered", + "short_description": "Put another 100 Gb drive on the 2nd Floor Server", "sla_due": "UNKNOWN", - "start_date": "", - "state": "Closed", - "std_change_producer_version": { - "display_value": "Change VLAN on a Cisco switchport - 1", - "link": "https://dev224577.service-now.com/api/now/table/std_change_producer_version/f1c8d15147810200e90d87e8dee490f9" - }, + "start_date": "2023-10-04 23:00:00", + "state": "Scheduled", + "std_change_producer_version": "", "sys_class_name": "Change Request", - "sys_created_by": "don.goodliffe", - "sys_created_on": "2015-07-03 07:12:47", + "sys_created_by": "pat", + "sys_created_on": "2021-08-13 15:37:58", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "b0e8555147810200e90d87e8dee4902c", - "sys_mod_count": "4", + "sys_id": "9d3f823bc611228700376cc3b4b5b87b", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2015-07-03 07:40:14", - "task_effective_number": "CHG0000020", - "test_plan": "numbingly blunderer diploglossate saturninity founderous", + "sys_updated_on": "2023-10-09 05:41:02", + "task_effective_number": "CHG0000006", + "test_plan": "watchman addlement Pishquow candler unlusty", "time_worked": "", - "type": "Standard", + "type": "Normal", "unauthorized": "false", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", - "work_end": "2015-07-03 07:39:53", + "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "2015-07-03 07:39:48" + "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -2050,22 +2050,22 @@ "test_plan": "Test plan" }, "task_fields": [ - "backout_plan", - "risk_impact_analysis", - "category", "justification", - "close_code" + "service_offering", + "impact", + "implementation_plan", + "test_plan" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Requested", - "approval_history": "2024-11-25 05:13:58 - System Administrator (Approval history)\nGroup approval for Hardware approved by user Fred Luddy (Technical approvals).\n\n", + "approval": "Approved", + "approval_history": "", "approval_set": "", - "assigned_to": "David Loo", - "assignment_group": "Hardware", - "backout_plan": "wekau urethratome Zapotecan induviae didactive", + "assigned_to": "", + "assignment_group": "Network", + "backout_plan": "-- Physically remove switch and all associated cabling-- Remove switch from management, monitoring and ServiceNow CMDB", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -2073,91 +2073,97 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Network", + "category": "Other", "change_plan": "", "chg_model": "", - "close_code": "Successful with issues", - "close_notes": "entreasure Rhyssa vapographic quadriennium understudy", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "unix201", + "close_code": "Successful", + "close_notes": "Implemented", + "closed_at": "2015-07-06 12:12:52", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "2024-11-26 00:48:04", - "conflict_status": "Conflict", - "contact_type": null, + "conflict_last_run": "", + "conflict_status": "Not Run", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "rhythmometer grouthead denominate inhume underanged", + "description": "This standard change template describes adding a new network switch to a datacenter cabinet", "due_date": "", - "end_date": "2025-02-05 07:00:00", + "end_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "impact": "3 - Low", - "implementation_plan": "historical unrecompensable unzoned Variolaria upbred", - "justification": "jiggly canalling foveal Scarabaeidae rebleach", + "implementation_plan": "-- Physically rack switch in top of cabinet-- Ensure that redundant power supply is connected to the backup power circuit in the cabinet-- Ensure that first GBIC fibre connector (Gi0/1) connects to primary distribution switch-- Ensure that second GBIC fibre connector (Gi1/1) connects to secondary distribution switch-- Connect console port to cabinet management console-- Add switch to network management console-- Add switch to network monitoring console-- Add switch to ServiceNow CMDB", + "justification": "syncarpia heterostyly dattock burgherhood postcommissural", "knowledge": "false", "location": "", "made_sla": "true", - "number": "nephrapostasis plastogamic placodermoid ", + "number": "CHG0000027", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2024-11-23 00:21:36", + "opened_at": "2015-07-06 12:12:13", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": null, + "phase": "Requested", "phase_state": "Open", - "priority": "3 - Moderate", + "priority": "4 - Low", "production_system": "false", "reason": null, - "reassignment_count": "0", + "reassignment_count": "2", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", "risk": "Moderate", - "risk_impact_analysis": "gisler startlishness Tchi taysaam raphe", + "risk_impact_analysis": "cephalorhachidian sketchable Samolus shorter Rissoidae", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "unsaturation unadult producent superposition timetable", + "short_description": "Add network switch to cabinet", "sla_due": "UNKNOWN", - "start_date": "2025-02-05 06:30:00", - "state": "Authorize", - "std_change_producer_version": "", + "start_date": "", + "state": "Closed", + "std_change_producer_version": { + "display_value": "Add network switch to datacenter cabinet - 1", + "link": "https://dev215901.service-now.com/api/now/table/std_change_producer_version/a08e02ec47410200e90d87e8dee4905a" + }, "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2024-11-23 00:21:36", + "sys_created_on": "2015-07-06 12:12:13", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "5ecdb552db252200a6a2b31be0b8f5b5", - "sys_mod_count": "26", + "sys_id": "543a39de47410200e90d87e8dee4908a", + "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 00:48:04", - "task_effective_number": "CHG0000086", - "test_plan": "dubitative distomian semidodecagon poltroonism spunkiness", + "sys_updated_on": "2015-07-06 12:12:52", + "task_effective_number": "CHG0000027", + "test_plan": "-- Run connectivity tests by connecting laptop to copper interface-- Ensure that switch is showing as healthy in network monitoring console", "time_worked": "", - "type": "Normal", + "type": "Standard", "unauthorized": "false", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -2165,15 +2171,14 @@ "urgency": "3 - Low", "user_input": "", "watch_list": "", - "work_end": "", + "work_end": "2015-07-06 12:12:40", "work_notes": "", "work_notes_list": "", - "work_start": "2024-11-25 01:48:26" + "work_start": "2015-07-06 12:12:32" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -2193,11 +2198,11 @@ "test_plan": "Test plan" }, "task_fields": [ + "implementation_plan", + "justification", + "cmdb_ci", "close_notes", - "short_description", - "assignment_group", - "category", - "risk" + "risk_impact_analysis" ], "template_record": { "active": "true", @@ -2208,7 +2213,7 @@ "approval_set": "", "assigned_to": "", "assignment_group": "", - "backout_plan": "balsamize homogenous Twelfthtide rebelliousness curvedly", + "backout_plan": "viriliously knapper refusing gerontism nonmedullated", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -2216,29 +2221,26 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Network", + "category": "Other", "change_plan": "", - "chg_model": { - "display_value": "Normal", - "link": "https://dev224577.service-now.com/api/now/table/chg_model/007c4001c343101035ae3f52c1d3aeb2" - }, - "close_code": "Successful with issues", - "close_notes": "emboliform wheatlike gala nonconsumable recurvopatent", + "chg_model": "", + "close_code": "Successful", + "close_notes": "afterthoughted radicalize sententially gunneress athetosis", "closed_at": "", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "bond_trade_aus", "comments": "", "comments_and_work_notes": "", "company": "", "conflict_last_run": "", "conflict_status": "Not Run", - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "grabouche anights mycetoma spoonmaking essling", + "description": "belletristic deformedly membraniform frigid semisavagery", "due_date": "", "end_date": "", "escalation": "Normal", @@ -2246,19 +2248,19 @@ "follow_up": "", "group_list": "", "impact": "3 - Low", - "implementation_plan": "calycanthaceous Pithecolobium succinamic ploratory pleurodiscous", - "justification": "peculiarism lintless unsalably encave latah", + "implementation_plan": "Carmelite lighterage aloelike subinitial descendant", + "justification": "geitjie hyperessence inculpability amniotome aenigmatite", "knowledge": "false", "location": "", "made_sla": "true", - "number": "laryngitis naphthalin unhingement Prussi", + "number": "CHG0000034", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2025-01-20 09:32:43", + "opened_at": "2015-08-11 15:26:51", "opened_by": { - "display_value": "Ashley Drake", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5189b554539712104d8731f0a0490eb7" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", @@ -2270,38 +2272,38 @@ "reason": null, "reassignment_count": "0", "requested_by": { - "display_value": "Ashley Drake", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5189b554539712104d8731f0a0490eb7" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", "risk": "Moderate", - "risk_impact_analysis": "goric clochan Macrosporium caliduct ingurgitate", + "risk_impact_analysis": "pouce squillagee springtail vasotonic lichenivorous", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "trusser bufotalin stereoscopy bumperette pocosin", + "short_description": "Scheduled maintenance on database server - bond_trading_uk", "sla_due": "UNKNOWN", "start_date": "", "state": "New", "std_change_producer_version": "", "sys_class_name": "Change Request", - "sys_created_by": "Ashley.Drake.9731", - "sys_created_on": "2025-01-20 09:34:30", + "sys_created_by": "admin", + "sys_created_on": "2015-08-11 15:27:19", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "17997d54539712104d8731f0a0490ed6", + "sys_id": "12ffff7137310200f212cc028e41f175", "sys_mod_count": "0", "sys_tags": "", - "sys_updated_by": "Ashley.Drake.9731", - "sys_updated_on": "2025-01-20 09:34:30", - "task_effective_number": "CHG0030015", - "test_plan": "belong ministration baywood precontrolled subservience", + "sys_updated_by": "admin", + "sys_updated_on": "2015-08-11 15:27:19", + "task_effective_number": "CHG0000034", + "test_plan": "laspring mugwumpian pharyngectomy orbitotomy bandar", "time_worked": "", "type": "Normal", "unauthorized": "false", @@ -2319,7 +2321,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -2339,22 +2340,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "impact", + "close_notes", + "risk", "business_service", - "assignment_group", - "risk_impact_analysis", - "cmdb_ci" + "category", + "backout_plan" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Approved", - "approval_history": "", + "approval": "Requested", + "approval_history": "2023-10-08 06:08:10 - System Administrator (Approval history)\nGroup approval for Database approved by user Beth Anglin (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "David Loo", - "assignment_group": "", - "backout_plan": "leanness infamiliarity gules tobaccoman ga", + "assigned_to": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "assignment_group": "Database", + "backout_plan": "Hy deyhouse overparticularly unpropounded oligoprothetic", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -2362,110 +2366,106 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Telecom", + "category": "Network", "change_plan": "", "chg_model": "", - "close_code": "Successful with issues", - "close_notes": "franchisement hulsite fibrillation smocker mob", - "closed_at": "2024-11-21 01:46:07", - "closed_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" - }, - "cmdb_ci": "San Diego Gateway", + "close_code": "Unsuccessful", + "close_notes": "unchangeable nomothetical douter Gloeosporium Fokker", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Oracle", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "", - "conflict_status": null, - "contact_type": "Phone", + "conflict_last_run": "2023-10-09 01:43:35", + "conflict_status": "Conflict", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "greasebush myopathy barrelwise uncontinently gosh", + "description": "The default support group for all Oracle CI's is being transitioned to the Database group", "due_date": "", - "end_date": "2024-11-20 15:46:31", + "end_date": "2023-11-06 19:40:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "impact": "3 - Low", - "implementation_plan": "culinary mendable ursoid liege addictedness", - "justification": "Harelda whirlabout lenticulothalamic presupplementary abkari", + "implementation_plan": "Use Mass Update CI plugin to propose changes to relevant CMDB recordsClick \"Apply Proposed Change\" UI action from change request form", + "justification": "Database group taking over all Oracle database support activities", "knowledge": "false", "location": "", - "made_sla": "false", - "number": "teasable stonemason Daemonelix Wyethia e", + "made_sla": "true", + "number": "CHG0000050", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2024-03-14 16:15:36", + "opened_at": "2023-10-06 01:21:33", "opened_by": { - "display_value": "", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/glide.maint" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": "Requested", + "phase": null, "phase_state": "Open", "priority": "4 - Low", "production_system": "false", "reason": null, - "reassignment_count": "", + "reassignment_count": "0", "requested_by": { - "display_value": "Fred Luddy", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, - "requested_by_date": "2024-02-29 16:00:00", + "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", "risk": "Moderate", - "risk_impact_analysis": "weekday suborbitary goldworker filariid transcendentness", + "risk_impact_analysis": "seronegative ectomorph divisural foxfeet vilifyingly", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "blastoporic ascocarp Muriel vocationalism Predentata", + "short_description": "Update default support group on all Oracle CI's to Database group", "sla_due": "UNKNOWN", - "start_date": "2024-11-16 23:00:00", - "state": "Implement", + "start_date": "2023-11-06 19:30:00", + "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-03-14 16:15:36", + "sys_created_by": "admin", + "sys_created_on": "2023-10-06 01:21:33", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46cc713aa9fe1981008a95d213681c65", - "sys_mod_count": "6", + "sys_id": "95cdf152db252200a6a2b31be0b8f52d", + "sys_mod_count": "23", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-21 01:46:07", - "task_effective_number": "CHG0000005", - "test_plan": "interspiral olfacty chrysology thalassographic divergence", + "sys_updated_on": "2023-10-09 01:43:35", + "task_effective_number": "CHG0000050", + "test_plan": "polyhedrical azoospermia tibiale sacerdotage rosewood", "time_worked": "", "type": "Normal", "unauthorized": "false", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "" + "work_start": "2023-10-08 02:48:24" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -2485,22 +2485,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "test_plan", - "implementation_plan", - "backout_plan", + "category", + "justification", "number", - "impact" + "business_service", + "service_offering" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Requested", - "approval_history": "2024-11-25 05:15:11 - System Administrator (Approval history)\nGroup approval for Hardware approved by user ITIL User (Technical approvals).\n\n", + "approval": "Approved", + "approval_history": "", "approval_set": "", - "assigned_to": "Bow Ruggeri", - "assignment_group": "Hardware", - "backout_plan": "chantership bebat Belleek chemurgical whussle", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "", + "backout_plan": "exhaustedness unusedness stopcock polymazia rabbitweed", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -2508,89 +2511,89 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Network", + "category": "Other", "change_plan": "", "chg_model": "", "close_code": "Successful with issues", - "close_notes": "Phyllis operation syndesis nonanalytical tsantsa", + "close_notes": "rotundate debauchedness fash enveil imperatively", "closed_at": "", "closed_by": "", - "cmdb_ci": "lnux100", + "cmdb_ci": "Java Application Server FLX", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "2024-11-26 00:54:14", + "conflict_last_run": "", "conflict_status": "Conflict", - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "bedman exhaustible codomestication umbellulate Ovula", + "description": "gypsyry depauperate fascia bewhistle enthralment", "due_date": "", - "end_date": "2025-02-19 18:45:00", + "end_date": "2023-10-25 08:00:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "2 - Medium", - "implementation_plan": "litheness longfelt Celastraceae megalograph agriculturist", - "justification": "queenwood isoimmunity unpilloried sheenless oversmall", + "impact": "3 - Low", + "implementation_plan": "unrepelled hookers isovaline prolegomenous vagabondize", + "justification": "oogonium catawampously clinical humped disguisedly", "knowledge": "false", "location": "", "made_sla": "true", - "number": "dunder choirlike odograph meteorolitic E", + "number": "CHG0000010", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2024-11-23 00:21:37", + "opened_at": "2024-08-18 02:52:34", "opened_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/felix.bait" }, "order": "", - "outside_maintenance_schedule": "false", + "outside_maintenance_schedule": "true", "parent": "", - "phase": null, + "phase": "Requested", "phase_state": "Open", - "priority": "3 - Moderate", + "priority": "4 - Low", "production_system": "false", "reason": null, - "reassignment_count": "0", + "reassignment_count": "", "requested_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", - "risk": "High", - "risk_impact_analysis": "editorship onus reregister wageworker tour", + "risk": "Moderate", + "risk_impact_analysis": "thankworthily costophrenic phthinoid doctrinaire Mesozoic", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "skimmington dimit rubrician cunctipotent suckabob", + "short_description": "Java Application Server change", "sla_due": "UNKNOWN", - "start_date": "2025-02-19 18:30:00", - "state": "Authorize", + "start_date": "2023-10-25 03:00:00", + "state": "New", "std_change_producer_version": "", "sys_class_name": "Change Request", - "sys_created_by": "admin", - "sys_created_on": "2024-11-23 00:21:37", + "sys_created_by": "felix.bait", + "sys_created_on": "2024-08-18 02:55:23", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "9acdf552db252200a6a2b31be0b8f507", - "sys_mod_count": "23", + "sys_id": "8799385b0a0a2c3e14c041a7f5414266", + "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 00:54:14", - "task_effective_number": "CHG0000091", - "test_plan": "biflected Lentilla nursemaid inferiorly admittible", + "sys_updated_on": "2023-10-09 05:39:39", + "task_effective_number": "CHG0000010", + "test_plan": "fulciform autarkical laborious trimesitinic electorship", "time_worked": "", "type": "Normal", "unauthorized": "false", @@ -2603,12 +2606,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "2024-11-25 01:48:26" + "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -2628,22 +2630,25 @@ "test_plan": "Test plan" }, "task_fields": [ - "test_plan", - "close_notes", - "description", - "business_service", - "backout_plan" + "service_offering", + "cmdb_ci", + "risk_impact_analysis", + "number", + "assignment_group" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Approved", - "approval_history": "", + "approval": "Requested", + "approval_history": "2023-10-08 06:07:19 - System Administrator (Approval history)\nGroup approval for Network approved by user David Loo (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "", - "assignment_group": "ITSM Engineering", - "backout_plan": "reside slipboard delirious metadiazine Epicoela", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Network", + "backout_plan": "Power down switchReprovision existing Cisco 2900 switchValidate connectivity from all private networks", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -2651,91 +2656,91 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "System Software", + "category": "Network", "change_plan": "", "chg_model": "", "close_code": "Successful with issues", - "close_notes": "Petunia fleaweed squawkie pleochroous necrotomic", + "close_notes": "skewbald Salish toastee Apocrita ascendent", "closed_at": "", "closed_by": "", - "cmdb_ci": "ApplicationServerPeopleSoft", + "cmdb_ci": "IP-Router-3", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "", - "conflict_status": "Not Run", + "conflict_last_run": "2023-10-09 01:02:55", + "conflict_status": "Conflict", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "spiritual climacus Difda necessariness landgrave", + "description": "The existing Cisco 2900 is being decommissioned and replaced with a Cisco 4500 that supports additional services and is still supported by Cisco.", "due_date": "", - "end_date": "", + "end_date": "2023-10-24 09:30:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "3 - Low", - "implementation_plan": "cyprinodontoid grating statesmonger demotist postliminary", - "justification": "forbade backstop cirrhosis howlite afflict", + "impact": "2 - Medium", + "implementation_plan": "Move new Cisco 4500 from test network to production networkProvision production configuration to switchTest connectivity from all existing private networksRemove existing Cisco 2900 from network", + "justification": "Wolof brazilin minicamera ceaselessly redelivery", "knowledge": "false", "location": "", "made_sla": "true", - "number": "telephonically Ornithogaea bestowment ul", + "number": "CHG0000039", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2016-08-10 09:37:13", + "opened_at": "2023-10-06 01:21:31", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": "Requested", + "phase": null, "phase_state": "Open", - "priority": "4 - Low", + "priority": "2 - High", "production_system": "false", - "reason": "broken", + "reason": null, "reassignment_count": "0", "requested_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, - "requested_by_date": "2016-08-10 09:36:58", + "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", "risk": "Moderate", - "risk_impact_analysis": "autoclastic inusitation unstroked undergardener riotistic", + "risk_impact_analysis": "corycavidin spurwort maledicent earlock vitrifaction", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "composition belfried butyraldehyde outland makeshifty", + "short_description": "Deploy new Cisco Catalyst 4500", "sla_due": "UNKNOWN", - "start_date": "", - "state": "New", + "start_date": "2023-10-24 07:30:00", + "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", "sys_created_by": "admin", - "sys_created_on": "2016-08-10 09:37:13", + "sys_created_on": "2023-10-06 01:21:31", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "c83c5e5347c12200e0ef563dbb9a7190", - "sys_mod_count": "0", + "sys_id": "0dcdb152db252200a6a2b31be0b8f54f", + "sys_mod_count": "16", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2016-08-10 09:37:13", - "task_effective_number": "CHG0040007", - "test_plan": "afflicted innominable whew Rorippa Spencerism", + "sys_updated_on": "2023-10-09 01:02:55", + "task_effective_number": "CHG0000039", + "test_plan": "Halitheriidae novel metabola dacryosyrinx nasicorn", "time_worked": "", - "type": "Emergency", + "type": "Normal", "unauthorized": "false", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -2746,12 +2751,11 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "" + "work_start": "2023-10-08 02:48:23" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "backout_plan": "Backout plan", "business_service": "Service", @@ -2771,22 +2775,25 @@ "test_plan": "Test plan" }, "task_fields": [ + "backout_plan", + "impact", "description", - "business_service", - "risk", - "category", - "assigned_to" + "test_plan", + "business_service" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", - "approval_history": "", + "approval": "Requested", + "approval_history": "2023-10-08 06:13:36 - System Administrator (Approval history)\nGroup approval for Hardware approved by user David Loo (Technical approvals).\n\n", "approval_set": "", - "assigned_to": "", - "assignment_group": "Database", - "backout_plan": "exsanguineous nonconcludency amphorette depositor tirwit", + "assigned_to": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "assignment_group": "Hardware", + "backout_plan": "Comment out new line in /etc/network/interfaces", "business_duration": "", "business_service": "", "cab_date_time": "", @@ -2794,92 +2801,89 @@ "cab_recommendation": "", "cab_required": "false", "calendar_duration": "", - "category": "Other", + "category": "Network", "change_plan": "", - "chg_model": { - "display_value": "Normal", - "link": "https://dev224577.service-now.com/api/now/table/chg_model/007c4001c343101035ae3f52c1d3aeb2" - }, + "chg_model": "", "close_code": "Successful", - "close_notes": "philopogon orellin blithe tapamaking metanauplius", + "close_notes": "housebreaking bobbery hemiamblyopia pudicity liquidation", "closed_at": "", "closed_by": "", - "cmdb_ci": "Oracle", + "cmdb_ci": "lnux100", "comments": "", "comments_and_work_notes": "", "company": "", - "conflict_last_run": "", - "conflict_status": "Not Run", + "conflict_last_run": "2023-10-09 01:48:24", + "conflict_status": "Conflict", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "faceless childbearing overnotable communist duress", + "description": "We need to add additional redundant name servers to lnux100, lnux101 and PS LinuxApp01", "due_date": "", - "end_date": "", + "end_date": "2023-12-18 18:45:00", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "impact": "3 - Low", - "implementation_plan": "desk mineralize onwardly Cnidoscolus psalmodist", - "justification": "stubbleberry choleic atwin dissentaneous dispatcher", + "impact": "2 - Medium", + "implementation_plan": "vi /etc/network/interfacesinsert line:dns-nameservers 8.8.8.8 8.8.4.4:wqtest name resolution using command: host www.google.com", + "justification": "commandless noncompression nonanimal oversetter rocktree", "knowledge": "false", "location": "", "made_sla": "true", - "number": "erective colophonist ichthyomancy dagass", + "number": "CHG0000081", "on_hold": "false", "on_hold_reason": "", "on_hold_task": "", - "opened_at": "2025-01-20 09:32:38", + "opened_at": "2023-10-06 01:21:36", "opened_by": { - "display_value": "Ashley Drake", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d589f154539712104d8731f0a0490e1e" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "outside_maintenance_schedule": "false", "parent": "", - "phase": "Requested", + "phase": null, "phase_state": "Open", - "priority": "4 - Low", + "priority": "3 - Moderate", "production_system": "false", "reason": null, "reassignment_count": "0", "requested_by": { - "display_value": "Ashley Drake", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d589f154539712104d8731f0a0490e1e" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "requested_by_date": "", "review_comments": "", "review_date": "", "review_status": "", - "risk": "Moderate", - "risk_impact_analysis": "Millerite hydrofluosilicate formature humorsome wouldest", + "risk": "High", + "risk_impact_analysis": "underseam xerotic Sclavonian obtruncate sexless", "route_reason": "", "scope": "Medium", "service_offering": "", - "short_description": "vulnerate heptangular arteriolith aspergillus bisubstituted", + "short_description": "Update /etc/network/interfaces to include name servers 8.8.8.8 & 8.8.4.4", "sla_due": "UNKNOWN", - "start_date": "", - "state": "New", + "start_date": "2023-12-18 18:30:00", + "state": "Authorize", "std_change_producer_version": "", "sys_class_name": "Change Request", - "sys_created_by": "Ashley.Drake.4480", - "sys_created_on": "2025-01-20 09:37:47", + "sys_created_by": "admin", + "sys_created_on": "2023-10-06 01:21:36", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "42997914539712104d8731f0a0490e6e", - "sys_mod_count": "0", + "sys_id": "06cdb552db252200a6a2b31be0b8f53e", + "sys_mod_count": "25", "sys_tags": "", - "sys_updated_by": "Ashley.Drake.4480", - "sys_updated_on": "2025-01-20 09:37:47", - "task_effective_number": "CHG0000080", - "test_plan": "nelsonite salted rebestow unwieldable therebetween", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 01:48:24", + "task_effective_number": "CHG0000081", + "test_plan": "outrooper Cerebratulus dowcet ethmoturbinate bracherer", "time_worked": "", "type": "Normal", "unauthorized": "false", @@ -2892,7 +2896,7 @@ "work_end": "", "work_notes": "", "work_notes_list": "", - "work_start": "" + "work_start": "2023-10-08 02:48:26" } } ] \ No newline at end of file diff --git a/Level-5/create_hardware_asset_task.json b/Level-5/create_hardware_asset_task.json index 76c74bbedb2b71240a60d221a890a09249d81fd8..1437e53b5e2eff623264597da45b20cca6cbc767 100644 --- a/Level-5/create_hardware_asset_task.json +++ b/Level-5/create_hardware_asset_task.json @@ -24,7 +24,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -34,89 +33,87 @@ "model", "vendor", "serial_number", - "depreciation" + "supported_by" ], "template_record": { - "acquisition_method": "Loan", - "asset_function": "Shared", - "asset_tag": "microanalytical hexanitrodiphenylamine c", - "assigned": "2022-07-17 00:00:00", - "assigned_to": "Guillermo Tsang", + "acquisition_method": "Rental", + "asset_function": "Secondary", + "asset_tag": "P1000394", + "assigned": "2022-07-20 00:00:00", + "assigned_to": "Ramon Amaral", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { "display_value": "MacBook Pro 17\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/c3a9a80d3790200044e0bfc8bcbe5df7" + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/65a92c0d3790200044e0bfc8bcbe5d52" }, - "comments": "Thomsonianism oligarchy crosstied absorptively foursquare", - "company": "ACME UK", + "comments": "erogeneity thriftlessly unroved unslit societified", + "company": "ACME North America", "cost": "$2,499.99", - "cost_center": "Customer Support", - "delivery_date": "2022-02-10 00:00:00", - "department": "Customer Support", - "depreciated_amount": "$1,396.49", + "cost_center": "Engineering", + "delivery_date": "2022-01-21 00:00:00", + "department": "Development", + "depreciated_amount": "$998.08", "depreciation": "SL 5 Years", - "depreciation_date": "2022-04-20 00:00:00", - "display_name": "P1000853 - Apple MacBook Pro 17\"", - "disposal_reason": "ligure hair supergeneric foamy el", + "depreciation_date": "2022-03-11 23:00:00", + "display_name": "P1000394 - Apple MacBook Pro 17\"", + "disposal_reason": "commemorational exition business nonaggressive blink", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Opex", - "gl_account": "prediscourse rehumanize unchildishly Cam", - "install_date": "2022-04-19 00:00:00", + "expenditure_type": "Capex", + "gl_account": "pulselessness Loatuko semological diluvi", + "install_date": "2022-03-10 23:00:00", "install_status": "In use", - "invoice_number": "deglutitious pontooneer vizier uroscopic", + "invoice_number": "conterminant centuple unshameableness li", "justification": "", - "lease_id": "Wallsend Mike porching boyardism bashful", + "lease_id": "humifuse afterfall tauromorphic toxemia ", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "3 Whitehall Court, London", + "location": "946 Donax Avenue, Imperial Beach,CA", "managed_by": "", "model": "Apple MacBook Pro 17\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2022-01-22 00:00:00", + "order_date": "2021-12-30 00:00:00", "owned_by": "", "parent": "", - "po_number": "PO100003", + "po_number": "PO100008", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2022-02-03", + "purchase_date": "2022-01-13", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,103.50", - "residual_date": "2025-02-03", + "residual": "$1,501.91", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-d62feed9-39c5-4a38-9ab6-908c092d34e9", + "serial_number": "SN-9a6ae374-82d3-4e07-bf2f-72028c810a53", "skip_sync": "false", "stockroom": "", - "substatus": "Reserved", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:13:44", + "sys_created_on": "2022-12-30 00:14:10", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "c7a9a80d3790200044e0bfc8bcbe5df6", - "sys_mod_count": "11", + "sys_id": "69a92c0d3790200044e0bfc8bcbe5d51", + "sys_mod_count": "12", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:56", + "sys_updated_on": "2024-03-11 07:38:53", "vendor": "Apple", - "warranty_expiration": "2025-04-18", + "warranty_expiration": "2025-03-10", "work_notes": "" } }, @@ -145,7 +142,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -155,89 +151,87 @@ "model", "vendor", "serial_number", - "comments" + "parent" ], "template_record": { - "acquisition_method": "Rental", + "acquisition_method": "Lease", "asset_function": "Shared", - "asset_tag": "undrubbed unrumpled distannic conidial a", - "assigned": "2024-05-14 00:00:00", - "assigned_to": "Johnnie Rheaves", + "asset_tag": "P1000501", + "assigned": "2022-06-29 00:00:00", + "assigned_to": "Gisela Kosicki", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Pro 17\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/bea96c0d3790200044e0bfc8bcbe5d15" + "display_value": "MacBook Pro 15\"", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/caa9ac0d3790200044e0bfc8bcbe5d62" }, - "comments": "hodmandod kwan bamboozlement ulmo agreeable", - "company": "ACME China", - "cost": "$2,499.99", - "cost_center": "Customer Support", - "delivery_date": "2023-12-14 00:00:00", - "department": "Customer Support", - "depreciated_amount": "$541.87", + "comments": "leopardite Thackerayana semisecrecy aqueoglacial unpecked", + "company": "ACME France", + "cost": "$1,799.99", + "cost_center": "IT", + "delivery_date": "2022-01-25 23:00:00", + "department": "IT", + "depreciated_amount": "$747.20", "depreciation": "SL 5 Years", - "depreciation_date": "2024-01-04 00:00:00", - "display_name": "P1000757 - Apple MacBook Pro 17\"", - "disposal_reason": "pugnacious counterlath vespertilian narration Priapulacea", + "depreciation_date": "2022-02-10 23:00:00", + "display_name": "P1000501 - Apple MacBook Pro 15\"", + "disposal_reason": "nonreality statutory waterscape sunland propheticism", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Opex", - "gl_account": "rebunch sarcocyst cravat dissident estaf", - "install_date": "2024-01-03 00:00:00", + "expenditure_type": "Capex", + "gl_account": "leadenness calcify repollute inobtrusive", + "install_date": "2022-02-09 23:00:00", "install_status": "In use", - "invoice_number": "rufopiceous coprolagnia happify pseudopo", + "invoice_number": "chariness parafloccular amphibion prosop", "justification": "", - "lease_id": "exsufflicate reimmigration reprovision i", + "lease_id": "Rupicola Acuan fibrinogenic amaltas Tasm", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "2500 West Daming Road, Shanghai", + "location": "27, Boulevard Vitton, Paris", "managed_by": "", - "model": "Apple MacBook Pro 17\"", + "model": "Apple MacBook Pro 15\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2023-11-20 00:00:00", + "order_date": "2022-01-01 00:00:00", "owned_by": "", "parent": "", - "po_number": "PO100011", + "po_number": "PO100008", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2023-12-03", + "purchase_date": "2022-01-13", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,958.12", - "residual_date": "2025-02-03", + "residual": "$1,052.79", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-da026a59-269a-4655-afd9-e5302c0edfe0", + "serial_number": "SN-90e73ff8-0dfd-43c2-b1ff-94f709bdd630", "skip_sync": "false", "stockroom": "", - "substatus": "Lease return", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:16", + "sys_created_on": "2022-12-30 00:14:29", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "b2a96c0d3790200044e0bfc8bcbe5d15", + "sys_id": "cea9ac0d3790200044e0bfc8bcbe5d61", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:54", + "sys_updated_on": "2024-03-11 07:39:11", "vendor": "Apple", - "warranty_expiration": "2027-01-02", + "warranty_expiration": "2025-02-09", "work_notes": "" } }, @@ -266,7 +260,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -279,86 +272,84 @@ "acquisition_method" ], "template_record": { - "acquisition_method": "Purchase", + "acquisition_method": "Loan", "asset_function": "Primary", - "asset_tag": "estevin paraquinone unepithelial margosa", - "assigned": "2023-01-09 00:00:00", - "assigned_to": "Delphine Helmich", + "asset_tag": "P1000744", + "assigned": "2022-05-05 00:00:00", + "assigned_to": "Efren Baucher", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "ThinkStation S20", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/01a9ec0d3790200044e0bfc8bcbe5dc3" + "display_value": "MacBook Air 13\"", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/22a9680d3790200044e0bfc8bcbe5d3d" }, - "comments": "twiddling unspied subacidity orientative flushgate", - "company": "ACME Germany", - "cost": "$1,699.99", - "cost_center": "Finance", - "delivery_date": "2022-05-16 00:00:00", - "department": "Finance", - "depreciated_amount": "$841.62", + "comments": "pellucidly bismutosmaltite condimental blissfulness jeer", + "company": "ACME UK", + "cost": "$1,599.99", + "cost_center": "Sales", + "delivery_date": "2021-10-20 01:00:00", + "department": "Sales", + "depreciated_amount": "$728.14", "depreciation": "SL 5 Years", - "depreciation_date": "2022-08-14 00:00:00", - "display_name": "P1000440 - Lenovo ThinkStation S20", - "disposal_reason": "superfunctional osteoperiosteal rebleach inblown accusatrix", + "depreciation_date": "2021-11-30 00:00:00", + "display_name": "P1000744 - Apple MacBook Air 13\"", + "disposal_reason": "valetudinarium condensation promiser trousering tastelessness", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Capex", - "gl_account": "detracter capitalism phthalazine curney ", - "install_date": "2022-08-13 00:00:00", + "expenditure_type": "Opex", + "gl_account": "sumbul suzeraine stercophagous conceited", + "install_date": "2021-11-29 00:00:00", "install_status": "In use", - "invoice_number": "unknighted supersincerity coadjuvancy ri", + "invoice_number": "graminivorous toying sclerotiniose zollp", "justification": "", - "lease_id": "unknowable wetbird monsterlike milt nive", + "lease_id": "spatiality myrmekite found cisoceanic ga", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "Bockenheimer Landstra\u00dfe 123, Frankfurt", + "location": "Paradise Road, Richmond, London", "managed_by": "", - "model": "Lenovo ThinkStation S20", + "model": "Apple MacBook Air 13\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2022-04-18 00:00:00", + "order_date": "2021-09-30 01:00:00", "owned_by": "", "parent": "", - "po_number": "PO100005", + "po_number": "PO100007", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2022-05-03", + "purchase_date": "2021-10-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$858.37", - "residual_date": "2025-02-03", + "residual": "$871.85", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-d7c9cac5-418a-4314-9ce8-cc8085df23fd", + "serial_number": "SN-444ecb29-938c-4b4b-b6b3-3aa2586aa0ba", "skip_sync": "false", "stockroom": "", - "substatus": "Sold", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:42", + "sys_created_on": "2022-12-30 00:13:09", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "05a9ec0d3790200044e0bfc8bcbe5dc2", + "sys_id": "26a9680d3790200044e0bfc8bcbe5d3c", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:34", - "vendor": "Lenovo", - "warranty_expiration": "2025-08-12", + "sys_updated_on": "2024-03-11 07:38:42", + "vendor": "Apple", + "warranty_expiration": "2024-11-28", "work_notes": "" } }, @@ -387,7 +378,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -397,89 +387,87 @@ "model", "vendor", "serial_number", - "parent" + "owned_by" ], "template_record": { - "acquisition_method": "Lease", + "acquisition_method": "Purchase", "asset_function": "Secondary", - "asset_tag": "Littorella recrudescency intermammillary", - "assigned": "2022-10-25 00:00:00", - "assigned_to": "Ed Gompf", + "asset_tag": "P1000771", + "assigned": "2023-01-25 23:00:00", + "assigned_to": "Lyman Whittley", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { "display_value": "MacBook Pro 17\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/5fa9e80d3790200044e0bfc8bcbe5d0e" + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/9ba96c0d3790200044e0bfc8bcbe5d4d" }, - "comments": "megalosphere dysodile vorticial tormodont landlord", - "company": "ACME Germany", + "comments": "armiger retromorphosed undying linguistry unshoeing", + "company": "ACME France", "cost": "$2,499.99", "cost_center": "Customer Support", - "delivery_date": "2022-04-17 00:00:00", + "delivery_date": "2022-11-20 00:00:00", "department": "Customer Support", - "depreciated_amount": "$1,380.06", + "depreciated_amount": "$609.25", "depreciation": "SL 5 Years", - "depreciation_date": "2022-05-02 00:00:00", - "display_name": "P1000792 - Apple MacBook Pro 17\"", - "disposal_reason": "airproof quininism ideology enlargedly lamper", + "depreciation_date": "2022-12-21 00:00:00", + "display_name": "P1000771 - Apple MacBook Pro 17\"", + "disposal_reason": "Omnivora uncongenial lactigerous cockbird mud", "due": "", "due_in": null, "eligible_for_refresh": "false", "expenditure_type": "Opex", - "gl_account": "semiherbaceous violatory redivert supera", - "install_date": "2022-05-01 00:00:00", + "gl_account": "introduction pharyngoplegia anatomical C", + "install_date": "2022-12-20 00:00:00", "install_status": "In use", - "invoice_number": "strontianite Tainan pancration tautozona", + "invoice_number": "insobriety polydemic predebtor recoct Me", "justification": "", - "lease_id": "adversely nether Nectarinia unipolarity ", + "lease_id": "cuffin quadricellular experient vibex gu", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "Bockenheimer Landstra\u00dfe 123, Frankfurt", + "location": "27, Boulevard Vitton, Paris", "managed_by": "", "model": "Apple MacBook Pro 17\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2022-03-22 00:00:00", + "order_date": "2022-10-31 01:00:00", "owned_by": "", "parent": "", - "po_number": "PO100004", + "po_number": "PO100012", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2022-04-03", + "purchase_date": "2022-11-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,119.93", - "residual_date": "2025-02-03", + "residual": "$1,890.74", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-7a80504b-d237-4bc0-ba18-a6407903e0bd", + "serial_number": "SN-e99f32b3-4479-4c75-b91e-1ae9f1eb6fba", "skip_sync": "false", "stockroom": "", - "substatus": "Pending resale", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:13:45", + "sys_created_on": "2022-12-30 00:14:18", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "53a9e80d3790200044e0bfc8bcbe5d0e", + "sys_id": "9fa96c0d3790200044e0bfc8bcbe5d4c", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:43", + "sys_updated_on": "2024-03-11 07:39:04", "vendor": "Apple", - "warranty_expiration": "2025-04-30", + "warranty_expiration": "2025-12-19", "work_notes": "" } }, @@ -508,7 +496,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -518,89 +505,90 @@ "model", "vendor", "serial_number", - "asset_tag" + "asset_function" ], "template_record": { - "acquisition_method": "Lease", - "asset_function": "Primary", - "asset_tag": "Ophiomorpha proletariat unmedaled twilig", - "assigned": "2024-07-31 00:00:00", - "assigned_to": "Callie Leboeuf", + "acquisition_method": "Rental", + "asset_function": "Secondary", + "asset_tag": "P1000195", + "assigned": "2022-12-27 00:00:00", + "assigned_to": "", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Air 13\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/95a9a80d3790200044e0bfc8bcbe5d6b" + "display_value": "Asus G Series", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/82095422c0a8018b41fc59d195ea8515" }, - "comments": "registrary dysidrosis negligently asperger scrim", - "company": "ACME UK", - "cost": "$1,599.99", - "cost_center": "Sales", - "delivery_date": "2024-01-13 00:00:00", - "department": "Sales", - "depreciated_amount": "$317.02", + "comments": "Spartacism queintise subenfeoff dinnerware rancidity", + "company": "ACME North America", + "cost": "$839.99", + "cost_center": "", + "delivery_date": "", + "department": "", + "depreciated_amount": "$217.59", "depreciation": "SL 5 Years", - "depreciation_date": "2024-02-07 00:00:00", - "display_name": "P1000669 - Apple MacBook Air 13\"", - "disposal_reason": "ellipse scrutinization shedded theopneust artificership", + "depreciation_date": "2022-11-23 00:00:00", + "display_name": "P1000195 - Asus G Series", + "disposal_reason": "rachis undesignated glutter basiliscine lossless", "due": "", "due_in": null, "eligible_for_refresh": "false", "expenditure_type": "Capex", - "gl_account": "piligan ectromelia oenin djave hyperneur", - "install_date": "2024-02-06 00:00:00", - "install_status": "In use", - "invoice_number": "sneezeproof tenio isodomic dorsulum able", + "gl_account": "Meggy hackbush downstage unsaved unwager", + "install_date": "2022-11-22 00:00:00", + "install_status": "In stock", + "invoice_number": "miff uncaptious uncommercialness cystogr", "justification": "", - "lease_id": "carburizer mythomania heteroside unexplo", + "lease_id": "histrionically Otaria botchedly lutidine", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "Paradise Road, Richmond, London", + "location": "815 E Street, San Diego,CA", "managed_by": "", - "model": "Apple MacBook Air 13\"", + "model": "Asus G Series", "model_category": "Computer", - "model_component_id": "", - "old_status": "", - "old_substatus": "", - "order_date": "2023-12-22 00:00:00", + "old_status": "in_stock", + "old_substatus": "available", + "order_date": "", "owned_by": "", "parent": "", - "po_number": "PO100012", + "po_number": "", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2024-01-03", + "purchase_date": "", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,282.97", - "residual_date": "2025-02-03", + "residual": "$622.40", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-52bb7d47-fc2e-4334-a845-d87f17d152e8", + "serial_number": "SN-5a024b87-d9cb-4ff8-b9c6-7128f9d641b3", "skip_sync": "false", - "stockroom": "", - "substatus": "Pending evaluation", + "stockroom": { + "display_value": "San Diego South Warehouse", + "link": "https://dev215901.service-now.com/api/now/table/alm_stockroom/22aa2b3f3763100044e0bfc8bcbe5de4" + }, + "substatus": "Available", "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:13:37", + "sys_created_on": "2022-12-02 11:00:11", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "99a9a80d3790200044e0bfc8bcbe5d6a", - "sys_mod_count": "11", + "sys_id": "efc1fa8837f3100044e0bfc8bcbe5d98", + "sys_mod_count": "12", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:51", - "vendor": "Apple", - "warranty_expiration": "2027-02-05", + "sys_updated_on": "2024-03-11 07:39:17", + "vendor": "Asus", + "warranty_expiration": "", "work_notes": "" } }, @@ -629,7 +617,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -639,89 +626,87 @@ "model", "vendor", "serial_number", - "asset_tag" + "beneficiary" ], "template_record": { "acquisition_method": "Purchase", - "asset_function": "Shared", - "asset_tag": "lendee soundable monticulus semiflexible", - "assigned": "2023-12-14 00:00:00", - "assigned_to": "Elvira Blumenthal", + "asset_function": "Primary", + "asset_tag": "P1000533", + "assigned": "2023-01-24 23:00:00", + "assigned_to": "Mildred Gallegas", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { "display_value": "MacBook Pro 15\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/afa9ac0d3790200044e0bfc8bcbe5dce" + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/7ba9ac0d3790200044e0bfc8bcbe5de2" }, - "comments": "hypotonicity Idahoan semicountry pyeloplasty petrographer", - "company": "ACME North America", + "comments": "trailmaker modeless begartered caulosarc unfatigueable", + "company": "ACME Italy", "cost": "$1,799.99", "cost_center": "IT", - "delivery_date": "2023-05-07 00:00:00", + "delivery_date": "2022-06-27 00:00:00", "department": "IT", - "depreciated_amount": "$539.90", + "depreciated_amount": "$578.64", "depreciation": "SL 5 Years", - "depreciation_date": "2023-08-05 00:00:00", - "display_name": "P1000574 - Apple MacBook Pro 15\"", - "disposal_reason": "dust unidealized fusilly woolding nucleone", + "depreciation_date": "2022-08-02 00:00:00", + "display_name": "P1000533 - Apple MacBook Pro 15\"", + "disposal_reason": "suaveolent lachrymous bigemina inirritability Mindel", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Opex", - "gl_account": "iconodulist musrol kuan cynopodous Ostra", - "install_date": "2023-08-04 00:00:00", + "expenditure_type": "Capex", + "gl_account": "hypnobate weewow bidactylous propionitri", + "install_date": "2022-08-01 00:00:00", "install_status": "In use", - "invoice_number": "medithorax guillotinism acephalus jupon ", + "invoice_number": "hypopinealism Microtinae Chenopodiaceae ", "justification": "", - "lease_id": "psychotechnological unadornedly pebrine ", + "lease_id": "perdurably enfranchise irrenderable nonp", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "450 Lexington Avenue, New York,NY", + "location": "Via Nomentana 56, Rome", "managed_by": "", "model": "Apple MacBook Pro 15\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2023-04-22 00:00:00", + "order_date": "2022-05-31 00:00:00", "owned_by": "", "parent": "", - "po_number": "PO100009", + "po_number": "PO100010", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2023-05-03", + "purchase_date": "2022-06-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,260.09", - "residual_date": "2025-02-03", + "residual": "$1,221.35", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-f6a55c29-22ba-45e0-a1f4-27a8ee3558c1", + "serial_number": "SN-1757c64e-96fa-4b4c-a79a-3ad7133ecdc8", "skip_sync": "false", "stockroom": "", - "substatus": "Pending repair", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:35", + "sys_created_on": "2022-12-30 00:14:36", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "a3a9ac0d3790200044e0bfc8bcbe5dce", - "sys_mod_count": "12", + "sys_id": "7fa9ac0d3790200044e0bfc8bcbe5de1", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:52", + "sys_updated_on": "2024-03-11 07:38:58", "vendor": "Apple", - "warranty_expiration": "2026-08-03", + "warranty_expiration": "2025-07-31", "work_notes": "" } }, @@ -750,7 +735,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -760,89 +744,87 @@ "model", "vendor", "serial_number", - "gl_account" + "disposal_reason" ], "template_record": { - "acquisition_method": "Loan", - "asset_function": "Secondary", - "asset_tag": "antemarginal convictional Zea intermeet ", - "assigned": "2023-04-02 00:00:00", - "assigned_to": "Jarrett Kenzie", + "acquisition_method": "Rental", + "asset_function": "Shared", + "asset_tag": "P1000456", + "assigned": "2021-12-27 00:00:00", + "assigned_to": "Walton Schwallie", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Pro 17\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/d8a9e80d3790200044e0bfc8bcbe5dfb" + "display_value": "Thinkpad T20", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/72a9e40d3790200044e0bfc8bcbe5d68" }, - "comments": "xiphophyllous palmistry Geomys preoccupy cockroach", - "company": "ACME France", - "cost": "$2,499.99", - "cost_center": "Customer Support", - "delivery_date": "2022-12-18 00:00:00", - "department": "Customer Support", - "depreciated_amount": "$999.45", + "comments": "rebuttal osmiridium valiship pinipicrin Trochozoa", + "company": "ACME Germany", + "cost": "$49.99", + "cost_center": "Human Resources", + "delivery_date": "2021-03-26 00:00:00", + "department": "HR", + "depreciated_amount": "$26.56", "depreciation": "SL 5 Years", - "depreciation_date": "2023-02-04 00:00:00", - "display_name": "P1000773 - Apple MacBook Pro 17\"", - "disposal_reason": "roon thaumaturgy plasmoptysis footingly narcotically", + "depreciation_date": "2021-07-15 00:00:00", + "display_name": "P1000456 - IBM Thinkpad T20", + "disposal_reason": "longspur desiodothyroxine unshawl rhapsodical Metridium", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Opex", - "gl_account": "nailwort superrefinement falsism Chimari", - "install_date": "2023-02-03 00:00:00", + "expenditure_type": "Capex", + "gl_account": "amateurishly evasible cacomistle subdivi", + "install_date": "2021-07-14 00:00:00", "install_status": "In use", - "invoice_number": "undecide trilamellar coteller ovary larv", + "invoice_number": "unphilosophized enstool monocondylian de", "justification": "", - "lease_id": "newsman machinoclast hexagonally valeria", + "lease_id": "mountlet epithelioblastoma benighter adm", "life_cycle_stage": "", "life_cycle_stage_status": "", - 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"substatus": "Pending install", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:06", + "sys_created_on": "2022-12-30 00:12:22", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "dca9e80d3790200044e0bfc8bcbe5dfa", - "sys_mod_count": "11", + "sys_id": "76a9e40d3790200044e0bfc8bcbe5d67", + "sys_mod_count": "12", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:58", - "vendor": "Apple", - "warranty_expiration": "2026-02-02", + "sys_updated_on": "2024-03-11 07:38:56", + "vendor": "IBM", + "warranty_expiration": "2024-07-13", "work_notes": "" } }, @@ -871,7 +853,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -881,89 +862,90 @@ "model", "vendor", "serial_number", - 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"depreciation_date": "2023-08-30 00:00:00", - "display_name": "P1000527 - Apple MacBook Pro 15\"", - "disposal_reason": "Hydroida unmatched Titanical superservice weakhearted", + "depreciation_date": "2022-08-27 00:00:00", + "display_name": "P1000006 - Asus G Series", + "disposal_reason": "noncompression nonanimal oversetter rocktree underseam", "due": "", "due_in": null, "eligible_for_refresh": "false", "expenditure_type": "Opex", - "gl_account": "reabsent patheticalness forepale quinque", - "install_date": "2023-08-29 00:00:00", - "install_status": "In use", - "invoice_number": "prosopon Ramadoss paleoherpetology rubic", + "gl_account": "rosinduline financialist interspiral ent", + "install_date": "2022-08-26 00:00:00", + "install_status": "In stock", + "invoice_number": "xerotic Sclavonian obtruncate sexless di", "justification": "", - "lease_id": "Ahet gyrostatic reacquire unattaintedly ", + "lease_id": "directable pullulant constantly staithma", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "Bockenheimer Landstra\u00dfe 223, Frankfurt", + "location": "815 E Street, San Diego,CA", "managed_by": "", - "model": "Apple MacBook Pro 15\"", + "model": "Asus G Series", "model_category": "Computer", - "model_component_id": "", - "old_status": "", - "old_substatus": "", - "order_date": "2023-04-20 00:00:00", + "old_status": "in_stock", + "old_substatus": "available", + "order_date": "", "owned_by": "", "parent": "", - "po_number": "PO100009", + "po_number": "", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2023-05-03", + "purchase_date": "", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,284.72", - "residual_date": "2025-02-03", + "residual": "$581.46", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-6bc9da83-a17e-4464-8aaf-8973ee277df8", + "serial_number": "SN-9687071e-5893-43e0-a4a3-c6c202854750", "skip_sync": "false", - "stockroom": "", - "substatus": "Pending evaluation", + "stockroom": { + "display_value": "San Diego South Warehouse", + "link": "https://dev215901.service-now.com/api/now/table/alm_stockroom/22aa2b3f3763100044e0bfc8bcbe5de4" + }, + "substatus": "Available", "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:36", + "sys_created_on": "2022-12-02 11:00:10", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "bfa9ac0d3790200044e0bfc8bcbe5ddd", - "sys_mod_count": "11", + "sys_id": "abc1fa8837f3100044e0bfc8bcbe5d8e", + "sys_mod_count": "12", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:55", - "vendor": "Apple", - "warranty_expiration": "2026-08-28", + "sys_updated_on": "2024-03-11 07:39:06", + "vendor": "Asus", + "warranty_expiration": "", "work_notes": "" } }, @@ -992,7 +974,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -1002,89 +983,87 @@ "model", "vendor", "serial_number", - "beneficiary" + "managed_by" ], "template_record": { "acquisition_method": "Purchase", - "asset_function": "Primary", - "asset_tag": "husbandman inexpugnable remasticate foxw", - "assigned": "2023-05-12 00:00:00", - "assigned_to": "Eliseo Wice", + "asset_function": "Secondary", + "asset_tag": "P1000486", + "assigned": "2022-03-29 00:00:00", + "assigned_to": "Eli Bettner", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Air 13\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/62a9680d3790200044e0bfc8bcbe5d39" + "display_value": "MacBook Pro 15\"", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/35a9ac0d3790200044e0bfc8bcbe5d3f" }, - "comments": "languisher enterospasm estate cursedly lint", - "company": "ACME France", - "cost": "$1,599.99", - "cost_center": "Sales", - "delivery_date": "2022-12-15 00:00:00", - "department": "Sales", - "depreciated_amount": "$654.54", + "comments": "prayingwise Basque tragacanthin Howard pseudotetramerous", + "company": "ACME Czech Republic", + "cost": "$1,799.99", + "cost_center": "IT", + "delivery_date": "2021-10-26 01:00:00", + "department": "IT", + "depreciated_amount": "$828.03", "depreciation": "SL 5 Years", - "depreciation_date": "2023-01-18 00:00:00", - "display_name": "P1000711 - Apple MacBook Air 13\"", - "disposal_reason": "postdisseizor Chera descrier discursively chicky", + "depreciation_date": "2021-11-21 00:00:00", + "display_name": "P1000486 - Apple MacBook Pro 15\"", + "disposal_reason": "perorate cysticercus gent deflectable axopetal", "due": "", "due_in": null, "eligible_for_refresh": "false", "expenditure_type": "Opex", - "gl_account": "unbesmirched fevertwig friskingly tret e", - "install_date": "2023-01-17 00:00:00", + "gl_account": "hexadecahedroid waxing koklas excathedra", + "install_date": "2021-11-20 00:00:00", "install_status": "In use", - "invoice_number": "mazut muermo pedagogically talliar tupar", + "invoice_number": "hagiology brach avert saskatoon bacchana", "justification": "", - "lease_id": "countertally conveyancer preclude combat", + "lease_id": "Mohican supersulcus resorcylic bracelete", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "27, Boulevard Vitton, Paris", + "location": "Karmelitska 2, Lesser Town, Prague", "managed_by": "", - "model": "Apple MacBook Air 13\"", + "model": "Apple MacBook Pro 15\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2022-11-19 00:00:00", + "order_date": "2021-10-04 01:00:00", "owned_by": "", "parent": "", "po_number": "PO100007", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2022-12-03", + "purchase_date": "2021-10-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$945.45", - "residual_date": "2025-02-03", + "residual": "$971.96", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-53637ddf-ef55-451a-bde3-a28a8686fa02", + "serial_number": "SN-4a610dac-5dc4-464c-83f1-1be8b4c495d0", "skip_sync": "false", "stockroom": "", - "substatus": "Defective", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:13:09", + "sys_created_on": "2022-12-30 00:14:29", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "66a9680d3790200044e0bfc8bcbe5d38", + "sys_id": "39a9ac0d3790200044e0bfc8bcbe5d3e", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:45", + "sys_updated_on": "2024-03-11 07:38:46", "vendor": "Apple", - "warranty_expiration": "2026-01-16", + "warranty_expiration": "2024-11-19", "work_notes": "" } }, @@ -1113,7 +1092,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -1123,89 +1101,90 @@ "model", "vendor", "serial_number", - "invoice_number" + "lease_id" ], "template_record": { - "acquisition_method": "Rental", - "asset_function": "Secondary", - "asset_tag": "autochronograph erythroxyline astigmism ", - "assigned": "2023-10-04 00:00:00", - "assigned_to": "Lana Garrigus", + "acquisition_method": "Loan", + "asset_function": "Shared", + "asset_tag": "P1000183", + "assigned": "2023-04-24 00:00:00", + "assigned_to": "", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Pro 17\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/bda92c0d3790200044e0bfc8bcbe5d86" + "display_value": "Apple - MacBook Pro 15\" for Technical Staff", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/81f5e019c0a8018b4886cc54411be8fe" }, - "comments": "cosmopolitics encenter questionary beamster telltruth", - "company": "ACME UK", - "cost": "$2,499.99", - "cost_center": "Customer Support", - "delivery_date": "2023-05-10 00:00:00", - "department": "Customer Support", - "depreciated_amount": "$771.75", + "comments": "prelachrymal fenter counternatural rheumative antennate", + "company": "ACME North America", + "cost": "$1,799.99", + "cost_center": "", + "delivery_date": "", + "department": "", + "depreciated_amount": "$455.42", "depreciation": "SL 5 Years", - "depreciation_date": "2023-07-20 00:00:00", - "display_name": "P1000848 - Apple MacBook Pro 17\"", - "disposal_reason": "mustafina Acrux repermission deossification lokapala", + "depreciation_date": "2022-12-04 00:00:00", + "display_name": "P1000183 - Apple MacBook Pro 15\"", + "disposal_reason": "hagiographic unsaturatedness revictorious Capetian established", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Opex", - "gl_account": "homochronous anasarcous extirpationist r", - "install_date": "2023-07-19 00:00:00", - "install_status": "In use", - "invoice_number": "unmoribund blissful bauckiebird triclini", + "expenditure_type": "Capex", + "gl_account": "Caughnawaga granddaddy moment Dermestida", + "install_date": "2022-12-03 00:00:00", + "install_status": "In stock", + "invoice_number": "lackwit ectropion decimestrial unrefrain", "justification": "", - "lease_id": "ruttish ultrainsistent kabuki unveiling ", + "lease_id": "posteromesial gingerous esugarization un", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "3 Whitehall Court, London", + "location": "615 North Bush Street, Santa Ana,CA", "managed_by": "", - "model": "Apple MacBook Pro 17\"", + "model": "Apple MacBook Pro 15\"", "model_category": "Computer", - "model_component_id": "", - "old_status": "", - "old_substatus": "", - "order_date": "2023-04-20 00:00:00", + "old_status": "in_stock", + "old_substatus": "available", + "order_date": "", "owned_by": "", "parent": "", - "po_number": "PO100009", + "po_number": "", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2023-05-03", + "purchase_date": "", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,728.24", - "residual_date": "2025-02-03", + "residual": "$1,344.57", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-156f6346-5dcc-48de-b00b-456080b2fd18", + "serial_number": "SN-38b69d81-a4b1-455b-802d-1d9ca87f5520", "skip_sync": "false", - "stockroom": "", - "substatus": "Pending install", + "stockroom": { + "display_value": "Southern California Warehouse", + "link": "https://dev215901.service-now.com/api/now/table/alm_stockroom/a2aa2b3f3763100044e0bfc8bcbe5de2" + }, + "substatus": "Available", "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:12", + "sys_created_on": "2022-12-02 11:00:10", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "b1a92c0d3790200044e0bfc8bcbe5d86", - "sys_mod_count": "11", + "sys_id": "17c1fa8837f3100044e0bfc8bcbe5d40", + "sys_mod_count": "12", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:54", + "sys_updated_on": "2024-03-11 07:38:39", "vendor": "Apple", - "warranty_expiration": "2026-07-18", + "warranty_expiration": "", "work_notes": "" } }, @@ -1234,7 +1213,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -1244,89 +1222,87 @@ "model", "vendor", "serial_number", - "managed_by" + "parent" ], "template_record": { - "acquisition_method": "Rental", + "acquisition_method": "Loan", "asset_function": "Primary", - "asset_tag": "advanceable domineerer Streptocarpus tri", - "assigned": "2024-01-04 00:00:00", - "assigned_to": "Emery Reek", + "asset_tag": "P1000153", + "assigned": "2022-08-18 00:00:00", + "assigned_to": "David Loo", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Pro 17\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/0aa92c0d3790200044e0bfc8bcbe5d9e" + "display_value": "IBM-D2432C79222", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/46a1a5b9a9fe198100c2bd1384f802e5" }, - "comments": "dure unpolarizable cropper softbrained bloodletter", - "company": "ACME Italy", - "cost": "$2,499.99", - "cost_center": "Customer Support", - "delivery_date": "2023-08-11 00:00:00", - "department": "Customer Support", - "depreciated_amount": "$688.28", + "comments": "unpropitiousness showiness abouchement otoconial upblow", + "company": "ACME North America", + "cost": "$749.99", + "cost_center": "Engineering", + "delivery_date": "", + "department": "Development", + "depreciated_amount": "$252.19", "depreciation": "SL 5 Years", - "depreciation_date": "2023-09-19 00:00:00", - "display_name": "P1000801 - Apple MacBook Pro 17\"", - "disposal_reason": "bewall tea penciliform Rasselas palaeophile", + "depreciation_date": "2022-07-06 00:00:00", + "display_name": "P1000153 - Toshiba Portege R835-P81", + "disposal_reason": "ergatoid disinvest grane synorchism urrhodin", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Capex", - "gl_account": "tracheloclavicular unwillingness changel", - "install_date": "2023-09-18 00:00:00", + "expenditure_type": "Opex", + "gl_account": "tantalizingness Colius padfoot fullheart", + "install_date": "2022-07-05 00:00:00", "install_status": "In use", - "invoice_number": "autochthony tetraploidic parosteitis pao", + "invoice_number": "bridleman fraudfully cerealian awide ect", "justification": "", - "lease_id": "hydrotachymeter gonocalyx angiomatosis t", + "lease_id": "unjustifiableness commencement osmatism ", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "Via Nomentana 56, Rome", + "location": "153 South Sierra Avenue, Solana Beach,CA", "managed_by": "", - "model": "Apple MacBook Pro 17\"", + "model": "Toshiba Portege R835-P81", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2023-07-21 00:00:00", + "order_date": "", "owned_by": "", "parent": "", - "po_number": "PO100010", + "po_number": "", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2023-08-03", + "purchase_date": "", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,811.71", - "residual_date": "2025-02-03", + "residual": "$497.80", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-25a01793-5384-4e31-80ca-3fc1827d37f3", + "serial_number": "SN-902c242a-92ba-44e7-940a-c1074dc883bb", "skip_sync": "false", "stockroom": "", - "substatus": "Pre-allocated", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:13", + "sys_created_on": "2022-12-02 11:00:09", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "0ea92c0d3790200044e0bfc8bcbe5d9d", - "sys_mod_count": "11", + "sys_id": "03c1ba8837f3100044e0bfc8bcbe5dc3", + "sys_mod_count": "16", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:35", - "vendor": "Apple", - "warranty_expiration": "2026-09-17", + "sys_updated_on": "2024-03-11 07:38:34", + "vendor": "Toshiba", + "warranty_expiration": "", "work_notes": "" } }, @@ -1355,7 +1331,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -1365,89 +1340,87 @@ "model", "vendor", "serial_number", - "managed_by" + "supported_by" ], "template_record": { "acquisition_method": "Loan", - "asset_function": "Secondary", - "asset_tag": "Kiplingism anaemia observant classifical", - "assigned": "2022-12-09 00:00:00", - "assigned_to": "Pat Hoshaw", + "asset_function": "Primary", + "asset_tag": "P1000427", + "assigned": "2022-07-15 00:00:00", + "assigned_to": "Titus Rodreguez", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Pro 15\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/a8a9ac0d3790200044e0bfc8bcbe5d0a" + "display_value": "ThinkStation C20", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/05a9e40d3790200044e0bfc8bcbe5dc3" }, - "comments": "sauternes precollude calathidium uroglaucin condigness", - "company": "ACME Italy", - "cost": "$1,799.99", - "cost_center": "IT", - "delivery_date": "2022-09-14 00:00:00", - "department": "IT", - "depreciated_amount": "$828.03", + "comments": "stickleback cheiropterygium vaporizable reobservation circulator", + "company": "ACME Czech Republic", + "cost": "$2,249.99", + "cost_center": "Finance", + "delivery_date": "2022-01-20 00:00:00", + "department": "Finance", + "depreciated_amount": "$877.32", "depreciation": "SL 5 Years", - "depreciation_date": "2022-10-17 00:00:00", - "display_name": "P1000532 - Apple MacBook Pro 15\"", - "disposal_reason": "pseudocubic anticline Arunta Encrinoidea batonne", + "depreciation_date": "2022-03-30 00:00:00", + "display_name": "P1000427 - Lenovo ThinkStation C20", + "disposal_reason": "sparring strette cupriferous polylinguist unambitious", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Capex", - "gl_account": "ungettable moulin excursional trochiscus", - "install_date": "2022-10-16 00:00:00", + "expenditure_type": "Opex", + "gl_account": "fistula unfrocked pedunculus tensive pha", + "install_date": "2022-03-29 00:00:00", "install_status": "In use", - "invoice_number": "unapproving graze Calvin diodont pericli", + "invoice_number": "Ganodonta unbigged didelphoid gigantolog", "justification": "", - "lease_id": "perforable pageship commandedness memori", + "lease_id": "irrigationist hough conscienceless senes", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "Via Nomentana 56, Rome", + "location": "Karmelitska 2, Lesser Town, Prague", "managed_by": "", - "model": "Apple MacBook Pro 15\"", + "model": "Lenovo ThinkStation C20", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2022-08-21 00:00:00", + "order_date": "2021-12-30 00:00:00", "owned_by": "", "parent": "", - "po_number": "PO100006", + "po_number": "PO100008", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2022-09-03", + "purchase_date": "2022-01-13", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$971.96", - "residual_date": "2025-02-03", + "residual": "$1,372.67", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-f243ba87-5133-46f6-839e-a369daa6afc2", + "serial_number": "SN-731b17b3-21e9-45b7-8cc6-a671727543c7", "skip_sync": "false", "stockroom": "", - "substatus": "Pending disposal", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:23", + "sys_created_on": "2022-12-30 00:12:31", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "aca9ac0d3790200044e0bfc8bcbe5d09", + "sys_id": "09a9e40d3790200044e0bfc8bcbe5dc2", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:53", - "vendor": "Apple", - "warranty_expiration": "2025-10-15", + "sys_updated_on": "2024-03-11 07:38:36", + "vendor": "Lenovo", + "warranty_expiration": "2025-03-28", "work_notes": "" } }, @@ -1476,7 +1449,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -1486,89 +1458,87 @@ "model", "vendor", "serial_number", - "assigned_to" + "lease_id" ], "template_record": { - "acquisition_method": "Lease", + "acquisition_method": "Loan", "asset_function": "Shared", - "asset_tag": "odontotomy gastrotheca rebenefit flamboy", - "assigned": "2023-10-29 00:00:00", - "assigned_to": "Bradly Hasselvander", + "asset_tag": "P1000642", + "assigned": "2020-11-29 00:00:00", + "assigned_to": "Chad Miklas", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { "display_value": "MacBook Air 13\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/1fa9680d3790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/e9a9e40d3790200044e0bfc8bcbe5de6" }, - "comments": "Bab expedience nonstatement threat miniver", - "company": "ACME UK", + "comments": "trinerved tuberousness sheepshank carbohydraturia uncomminuted", + "company": "ACME Germany", "cost": "$1,599.99", "cost_center": "Sales", - "delivery_date": "2023-05-16 00:00:00", + "delivery_date": "2020-10-24 01:00:00", "department": "Sales", - "depreciated_amount": "$490.42", + "depreciated_amount": "$1,076.88", "depreciation": "SL 5 Years", - "depreciation_date": "2023-07-24 00:00:00", - "display_name": "P1000671 - Apple MacBook Air 13\"", - "disposal_reason": "thiefdom carver unmeetable pinochle wench", + "depreciation_date": "2020-10-29 01:00:00", + "display_name": "P1000642 - Apple MacBook Air 13\"", + "disposal_reason": "plicatulate learner unsooty Kullani gimmal", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Capex", - "gl_account": "minning athletics silicify pitchered tox", - "install_date": "2023-07-23 00:00:00", + "expenditure_type": "Opex", + "gl_account": "cool Langobard omentoplasty morphinist h", + "install_date": "2020-10-28 01:00:00", "install_status": "In use", - "invoice_number": "retardation underheaven reconcilability ", + "invoice_number": "rackmaster ungropeable uncreatedness vit", "justification": "", - "lease_id": "awikiwiki magnetron disguiser hydrophobo", + "lease_id": "amyrol piraty butterbox woodenware chlor", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "Paradise Road, Richmond, London", + "location": "30 Katharinenstr, Hamburg", "managed_by": "", "model": "Apple MacBook Air 13\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2023-04-20 00:00:00", + "order_date": "2020-10-02 01:00:00", "owned_by": "", "parent": "", - "po_number": "PO100009", + "po_number": "PO100001", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2023-05-03", + "purchase_date": "2020-10-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,109.57", - "residual_date": "2025-02-03", + "residual": "$523.11", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-ef1a83b5-1197-4c3f-994e-6d58d42784ee", + "serial_number": "SN-a03763ef-9d1e-4dfe-87f2-62bcfa4f6933", "skip_sync": "false", "stockroom": "", - "substatus": "Buy out", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:13:28", + "sys_created_on": "2022-12-30 00:12:33", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "13a9680d3790200044e0bfc8bcbe5dec", + "sys_id": "eda9e40d3790200044e0bfc8bcbe5de5", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:36", + "sys_updated_on": "2024-03-11 07:39:16", "vendor": "Apple", - "warranty_expiration": "2026-07-22", + "warranty_expiration": "2023-10-28", "work_notes": "" } }, @@ -1597,7 +1567,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -1607,89 +1576,87 @@ "model", "vendor", "serial_number", - "beneficiary" + "request_line" ], "template_record": { "acquisition_method": "Lease", - "asset_function": "Primary", - "asset_tag": "plagueful resolutionist corrosibleness a", - "assigned": "2022-05-10 00:00:00", - "assigned_to": "Teri Erlewine", + "asset_function": "Shared", + "asset_tag": "P1000723", + "assigned": "2022-08-02 00:00:00", + "assigned_to": "Ike Benthin", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { "display_value": "MacBook Air 13\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/52a9280d3790200044e0bfc8bcbe5d0e" + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/61a9680d3790200044e0bfc8bcbe5dd9" }, - "comments": "radially thriller spurner cardel amah", + "comments": "reinstitution undiscolored thitherward holdfastness actinostomal", "company": "ACME Germany", "cost": "$1,599.99", "cost_center": "Sales", - "delivery_date": "2021-12-18 00:00:00", + "delivery_date": "2022-03-23 00:00:00", "department": "Sales", - "depreciated_amount": "$974.36", + "depreciated_amount": "$595.83", "depreciation": "SL 5 Years", - "depreciation_date": "2022-01-18 00:00:00", - "display_name": "P1000713 - Apple MacBook Air 13\"", - "disposal_reason": "nulliparity unremediable pitmark lier lardite", + "depreciation_date": "2022-05-01 00:00:00", + "display_name": "P1000723 - Apple MacBook Air 13\"", + "disposal_reason": "warden buckishness Seidlitz orthophosphate adiadochokinesis", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Capex", - "gl_account": "backfiring noninfantry Gerbera tanagroid", - "install_date": "2022-01-17 00:00:00", + "expenditure_type": "Opex", + "gl_account": "waver dentatoserrate lowlily necessitati", + "install_date": "2022-04-30 00:00:00", "install_status": "In use", - "invoice_number": "rivalable Dodecatheon uncontented cavern", + "invoice_number": "lopolith compellation haysel cobblership", "justification": "", - "lease_id": "sarcoadenoma interwrap seadog snowlike s", + "lease_id": "churchgoing unrevolved carousal polysali", "life_cycle_stage": "", "life_cycle_stage_status": "", "location": "30 Katharinenstr, Hamburg", "managed_by": "", "model": "Apple MacBook Air 13\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2021-11-20 00:00:00", + "order_date": "2022-02-28 23:00:00", "owned_by": "", "parent": "", - "po_number": "PO100001", + "po_number": "PO100009", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2021-12-03", + "purchase_date": "2022-03-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$625.63", - "residual_date": "2025-02-03", + "residual": "$1,004.16", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-ceb939d7-8d9c-42d6-8b0a-6443fd63dd58", + "serial_number": "SN-4302e3cf-47e7-4596-9484-0161b4e37a78", "skip_sync": "false", "stockroom": "", - "substatus": "Sold", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:12:35", + "sys_created_on": "2022-12-30 00:13:22", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "56a9280d3790200044e0bfc8bcbe5d0d", + "sys_id": "65a9680d3790200044e0bfc8bcbe5dd8", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:43", + "sys_updated_on": "2024-03-11 07:38:52", "vendor": "Apple", - "warranty_expiration": "2025-01-16", + "warranty_expiration": "2025-04-29", "work_notes": "" } }, @@ -1718,7 +1685,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -1728,89 +1694,87 @@ "model", "vendor", "serial_number", - "owned_by" + "depreciation" ], "template_record": { - "acquisition_method": "Rental", - "asset_function": "Secondary", - "asset_tag": "repulseproof tanha sovite enforcible Ana", - "assigned": "2022-05-05 00:00:00", - "assigned_to": "Eldon Sutch", + "acquisition_method": "Loan", + "asset_function": "Shared", + "asset_tag": "P1000525", + "assigned": "2022-09-10 00:00:00", + "assigned_to": "Concetta Sarchett", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Air 13\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/aea9280d3790200044e0bfc8bcbe5d19" + "display_value": "MacBook Pro 15\"", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/a2a9ac0d3790200044e0bfc8bcbe5d86" }, - "comments": "vialmaking kurtosis showerer ultraenergetic expendable", + "comments": "acaciin Benjamin Fitzroya pelanos overfee", "company": "ACME Germany", - "cost": "$1,599.99", - "cost_center": "Sales", - "delivery_date": "2022-01-13 00:00:00", - "department": "Sales", - "depreciated_amount": "$956.84", + "cost": "$1,799.99", + "cost_center": "IT", + "delivery_date": "2022-03-27 00:00:00", + "department": "IT", + "depreciated_amount": "$677.21", "depreciation": "SL 5 Years", - "depreciation_date": "2022-02-07 00:00:00", - "display_name": "P1000726 - Apple MacBook Air 13\"", - "disposal_reason": "undergrow imbower euthytropic golly Anastrophia", + "depreciation_date": "2022-04-24 00:00:00", + "display_name": "P1000525 - Apple MacBook Pro 15\"", + "disposal_reason": "nauseousness chirognomy drawbeam prewire sentinel", "due": "", "due_in": null, "eligible_for_refresh": "false", "expenditure_type": "Capex", - "gl_account": "silkweed quadratomandibular Aztecan ooph", - "install_date": "2022-02-06 00:00:00", + "gl_account": "saltishly beatus melagranite gnash quidd", + "install_date": "2022-04-23 00:00:00", "install_status": "In use", - "invoice_number": "nothingarian gelatose delinter hulky sem", + "invoice_number": "kaisership noctambulistic tryptase japan", "justification": "", - "lease_id": "macromethod unpieced punctated poindable", + "lease_id": "catalowne synaxarium popularize irregene", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "30 Katharinenstr, Hamburg", + "location": "Bockenheimer Landstra\u00dfe 223, Frankfurt", "managed_by": "", - "model": "Apple MacBook Air 13\"", + "model": "Apple MacBook Pro 15\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2021-12-19 00:00:00", + "order_date": "2022-02-28 23:00:00", "owned_by": "", "parent": "", - "po_number": "PO100002", + "po_number": "PO100009", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2022-01-03", + "purchase_date": "2022-03-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$643.15", - "residual_date": "2025-02-03", + "residual": "$1,122.78", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-47ef78be-5b3f-4fd0-822a-9b5bd2f85d64", + "serial_number": "SN-18b4c3c4-d984-4425-99e8-3ccf456cca92", "skip_sync": "false", "stockroom": "", - "substatus": "Stolen", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:12:36", + "sys_created_on": "2022-12-30 00:14:32", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "a2a9280d3790200044e0bfc8bcbe5d19", + "sys_id": "a6a9ac0d3790200044e0bfc8bcbe5d85", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:52", + "sys_updated_on": "2024-03-11 07:39:05", "vendor": "Apple", - "warranty_expiration": "2025-02-05", + "warranty_expiration": "2025-04-22", "work_notes": "" } }, @@ -1839,7 +1803,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -1849,89 +1812,87 @@ "model", "vendor", "serial_number", - "depreciation" + "supported_by" ], "template_record": { - "acquisition_method": "Rental", - "asset_function": "Primary", - "asset_tag": "stalactiform cyprinoid underthing opilia", - "assigned": "2023-02-02 00:00:00", - "assigned_to": "Marlene Hammeren", + "acquisition_method": "Purchase", + "asset_function": "Secondary", + "asset_tag": "P1000442", + "assigned": "2021-09-22 01:00:00", + "assigned_to": "Lucas Santellana", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Pro 17\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/56a9e80d3790200044e0bfc8bcbe5dac" + "display_value": "ThinkStation S20", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/c9a9ec0d3790200044e0bfc8bcbe5d97" }, - "comments": "circumferential endoss mane lictorian ostentatiousness", - "company": "ACME France", - "cost": "$2,499.99", - "cost_center": "Customer Support", - "delivery_date": "2022-09-18 00:00:00", - "department": "Customer Support", - "depreciated_amount": "$1,070.64", + "comments": "whirtle fumingly hydrotical Raimannia Judaizer", + "company": "ACME Japan", + "cost": "$3,665.00", + "cost_center": "Finance", + "delivery_date": "2021-03-19 00:00:00", + "department": "Finance", + "depreciated_amount": "$2,073.35", "depreciation": "SL 5 Years", - "depreciation_date": "2022-12-14 00:00:00", - "display_name": "P1000770 - Apple MacBook Pro 17\"", - "disposal_reason": "germinance jam paragammacism anorexy perquisitor", + "depreciation_date": "2021-05-13 00:00:00", + "display_name": "P1000442 - Lenovo ThinkStation S20", + "disposal_reason": "tangs heresiarch yours vively Agropyron", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Opex", - "gl_account": "agathist befall sensa alchemistic osteod", - "install_date": "2022-12-13 00:00:00", + "expenditure_type": "Capex", + "gl_account": "monophagous southeastwardly columbate po", + "install_date": "2021-05-12 00:00:00", "install_status": "In use", - "invoice_number": "yarb potentially arrearage antitropy pit", + "invoice_number": "Cariniana unstonable Circe barbule ramos", "justification": "", - "lease_id": "cobwork dactylosymphysis tritangential i", + "lease_id": "hyperalimentation untranspiring intercal", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "27, Boulevard Vitton, Paris", + "location": "2-12-1 Ookayama, Meguro-ku, Tokyo", "managed_by": "", - "model": "Apple MacBook Pro 17\"", + "model": "Lenovo ThinkStation S20", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2022-08-19 00:00:00", + "order_date": "2021-03-02 23:00:00", "owned_by": "", "parent": "", - "po_number": "PO100006", + "po_number": "PO100005", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2022-09-03", + "purchase_date": "2021-03-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,429.35", - "residual_date": "2025-02-03", + "residual": "$1,591.65", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-2c124205-c94c-48a2-8390-37741cdeb731", + "serial_number": "SN-3e095805-5b4e-40c2-ab75-143b77e5e4c3", "skip_sync": "false", "stockroom": "", - "substatus": "Vendor credit", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:13:57", + "sys_created_on": "2022-12-30 00:14:41", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "5aa9e80d3790200044e0bfc8bcbe5dab", + "sys_id": "cda9ec0d3790200044e0bfc8bcbe5d96", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:43", - "vendor": "Apple", - "warranty_expiration": "2025-12-12", + "sys_updated_on": "2024-03-11 07:39:11", + "vendor": "Lenovo", + "warranty_expiration": "2024-05-11", "work_notes": "" } }, @@ -1960,7 +1921,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -1970,89 +1930,87 @@ "model", "vendor", "serial_number", - "owned_by" + "gl_account" ], "template_record": { - "acquisition_method": "Lease", - "asset_function": "Shared", - "asset_tag": "gutterwise Columbidae ultraindulgent col", - "assigned": "2024-02-25 00:00:00", - "assigned_to": "Zackary Mockus", + "acquisition_method": "Rental", + "asset_function": "Secondary", + "asset_tag": "P1000757", + "assigned": "2023-03-27 00:00:00", + "assigned_to": "Johnnie Rheaves", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { "display_value": "MacBook Pro 17\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/12a92c0d3790200044e0bfc8bcbe5dbe" + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/bea96c0d3790200044e0bfc8bcbe5d15" }, - "comments": "skysail orthosymmetric intorsion articular Spaniard", - "company": "ACME North America", + "comments": "vallecula thoracoacromial lampfly snotty gnu", + "company": "ACME China", "cost": "$2,499.99", "cost_center": "Customer Support", - "delivery_date": "2023-08-08 00:00:00", + "delivery_date": "2022-10-26 01:00:00", "department": "Customer Support", - "depreciated_amount": "$644.50", + "depreciated_amount": "$657.17", "depreciation": "SL 5 Years", - "depreciation_date": "2023-10-21 00:00:00", - "display_name": "P1000860 - Apple MacBook Pro 17\"", - "disposal_reason": "phosphorical vilipend metallification hammerhead polyophthalmic", + "depreciation_date": "2022-11-16 00:00:00", + "display_name": "P1000757 - Apple MacBook Pro 17\"", + "disposal_reason": "prelawfulness neogrammatical carpopodite kindergartener akalimba", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Opex", - "gl_account": "sole unaccustomed chopa venefical hammer", - "install_date": "2023-10-20 00:00:00", + "expenditure_type": "Capex", + "gl_account": "Pectinidae proatheistic behoovefully pre", + "install_date": "2022-11-15 00:00:00", "install_status": "In use", - "invoice_number": "grimacing anthropomorphical unportrayed ", + "invoice_number": "Suriana mealtime jolloped Martes backach", "justification": "", - "lease_id": "bluecup Katipuneros uncubic oval unwarma", + "lease_id": "spotter palaeothere jetbead Macropygia c", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "8306 Mills Drive, Miami,FL", + "location": "2500 West Daming Road, Shanghai", "managed_by": "", "model": "Apple MacBook Pro 17\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2023-07-22 00:00:00", + "order_date": "2022-10-02 01:00:00", "owned_by": "", "parent": "", - "po_number": "PO100010", + "po_number": "PO100011", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2023-08-03", + "purchase_date": "2022-10-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,855.49", - "residual_date": "2025-02-03", + "residual": "$1,842.82", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-ef38e0fc-e183-4447-a7d4-9e1560eb56a1", + "serial_number": "SN-b92d52c0-06d7-477c-bfb6-2fb8f8ada17c", "skip_sync": "false", "stockroom": "", - "substatus": "Lease return", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:13", + "sys_created_on": "2022-12-30 00:14:16", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "16a92c0d3790200044e0bfc8bcbe5dbd", - "sys_mod_count": "12", + "sys_id": "b2a96c0d3790200044e0bfc8bcbe5d15", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:36", + "sys_updated_on": "2024-03-11 07:39:07", "vendor": "Apple", - "warranty_expiration": "2026-10-19", + "warranty_expiration": "2025-11-14", "work_notes": "" } }, @@ -2081,7 +2039,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -2091,89 +2048,87 @@ "model", "vendor", "serial_number", - "lease_id" + "company" ], "template_record": { - "acquisition_method": "Rental", + "acquisition_method": "Purchase", "asset_function": "Primary", - "asset_tag": "walkover scratchy Yakona tautoousious un", - "assigned": "2022-08-04 00:00:00", - "assigned_to": "Nadia Wilshire", + "asset_tag": "P1000794", + "assigned": "2022-12-23 00:00:00", + "assigned_to": "Donald Sherretts", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Air 13\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/34a9280d3790200044e0bfc8bcbe5d69" + "display_value": "MacBook Pro 17\"", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/1ea92c0d3790200044e0bfc8bcbe5dcd" }, - "comments": "unexorableness matrilineal unundertaken psocine drearily", - "company": "ACME North America", - "cost": "$1,599.99", - "cost_center": "Sales", - "delivery_date": "2022-05-17 00:00:00", - "department": "Sales", - "depreciated_amount": "$830.66", + "comments": "tractory mushroomic quemado impersonation pectosinase", + "company": "ACME Germany", + "cost": "$2,499.99", + "cost_center": "Customer Support", + "delivery_date": "2022-06-26 00:00:00", + "department": "Customer Support", + "depreciated_amount": "$728.37", "depreciation": "SL 5 Years", - "depreciation_date": "2022-07-01 00:00:00", - "display_name": "P1000682 - Apple MacBook Air 13\"", - "disposal_reason": "mildly mesonephros refertilize precollector olefin", + "depreciation_date": "2022-09-26 01:00:00", + "display_name": "P1000794 - Apple MacBook Pro 17\"", + "disposal_reason": "candelabra overbrightly culicifugal gudesire aftertan", "due": "", "due_in": null, "eligible_for_refresh": "false", "expenditure_type": "Capex", - "gl_account": "soum foreknowingly cloyless sublapsarian", - "install_date": "2022-06-30 00:00:00", + "gl_account": "supercolumnar libidibi theologate acoume", + "install_date": "2022-09-25 01:00:00", "install_status": "In use", - "invoice_number": "slumgum interdestructive glucuronic over", + "invoice_number": "prickseam conative falconoid synomosy ar", "justification": "", - "lease_id": "plastodynamia untine ornithischian beefi", + "lease_id": "cyclonist intrada ununitable vainness in", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "6882 Linda Vista Road, San Diego,CA", + "location": "Bockenheimer Landstra\u00dfe 123, Frankfurt", "managed_by": "", - "model": "Apple MacBook Air 13\"", + "model": "Apple MacBook Pro 17\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2022-04-18 00:00:00", + "order_date": "2022-06-04 00:00:00", "owned_by": "", "parent": "", - "po_number": "PO100005", + "po_number": "PO100010", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2022-05-03", + "purchase_date": "2022-06-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$769.33", - "residual_date": "2025-02-03", + "residual": "$1,771.62", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-5a804154-7969-437f-9f87-8edc1e6a6428", + "serial_number": "SN-453ce89c-9a96-4a37-9ca6-69bb9b389b00", "skip_sync": "false", "stockroom": "", - "substatus": "Buy out", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:12:46", + "sys_created_on": "2022-12-30 00:14:14", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "38a9280d3790200044e0bfc8bcbe5d68", - "sys_mod_count": "12", + "sys_id": "12a92c0d3790200044e0bfc8bcbe5dcd", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:40", + "sys_updated_on": "2024-03-11 07:38:38", "vendor": "Apple", - "warranty_expiration": "2025-06-29", + "warranty_expiration": "2025-09-24", "work_notes": "" } }, @@ -2202,7 +2157,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -2212,89 +2166,87 @@ "model", "vendor", "serial_number", - "department" + "disposal_reason" ], "template_record": { - "acquisition_method": "Purchase", - "asset_function": "Primary", - "asset_tag": "Furud criticisable unpiloted fluxroot un", - "assigned": "2024-02-09 00:00:00", - "assigned_to": "Francis Soo", + "acquisition_method": "Lease", + "asset_function": "Shared", + "asset_tag": "P1000724", + "assigned": "2023-05-18 00:00:00", + "assigned_to": "Hans Carlan", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { - "display_value": "MacBook Pro 17\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/e2a92c0d3790200044e0bfc8bcbe5df1" + "display_value": "MacBook Air 13\"", + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/d5a9a80d3790200044e0bfc8bcbe5d67" }, - "comments": "thalassic liverheartedness frostiness subsistence hierogrammateus", - "company": "ACME North America", - "cost": "$2,499.99", - "cost_center": "Engineering", - "delivery_date": "2023-08-18 00:00:00", - "department": "Development", - "depreciated_amount": "$685.55", + "comments": "unfeasableness rheumatiz vizardmonger forfoughten phyllorhine", + "company": "ACME Germany", + "cost": "$1,599.99", + "cost_center": "Sales", + "delivery_date": "2022-11-25 00:00:00", + "department": "Sales", + "depreciated_amount": "$393.43", "depreciation": "SL 5 Years", - "depreciation_date": "2023-09-21 00:00:00", - "display_name": "P1000404 - Apple MacBook Pro 17\"", - "disposal_reason": "desiccator accolent symptomatological rupture lambly", + "depreciation_date": "2022-12-17 00:00:00", + "display_name": "P1000724 - Apple MacBook Air 13\"", + "disposal_reason": "peculation anglaise pomologically volemitol exophoria", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Capex", - "gl_account": "inconsecutive Oreortyx lampwick chasing ", - "install_date": "2023-09-20 00:00:00", + "expenditure_type": "Opex", + "gl_account": "discernibleness bicrural inappeasable pr", + "install_date": "2022-12-16 00:00:00", "install_status": "In use", - "invoice_number": "Bibulus multifoiled hypermyotrophy onery", + "invoice_number": "velociman finjan camlet multiped Condyla", "justification": "", - "lease_id": "swiftness Bobby porkery internality refo", + "lease_id": "gannet Lyndon purfled dreamsily prayerle", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "153 South Sierra Avenue, Solana Beach,CA", + "location": "30 Katharinenstr, Hamburg", "managed_by": "", - "model": "Apple MacBook Pro 17\"", + "model": "Apple MacBook Air 13\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2023-07-19 00:00:00", + "order_date": "2022-11-02 01:00:00", "owned_by": "", "parent": "", - "po_number": "PO100010", + "po_number": "PO100012", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2023-08-03", + "purchase_date": "2022-11-15", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$1,814.44", - "residual_date": "2025-02-03", + "residual": "$1,206.56", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-38004ea4-8aa4-434b-b70e-b7eb99226745", + "serial_number": "SN-b44e3541-ba18-4a02-912c-f62d16b12885", "skip_sync": "false", "stockroom": "", - "substatus": "Pre-allocated", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:15", + "sys_created_on": "2022-12-30 00:13:37", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "e6a92c0d3790200044e0bfc8bcbe5df0", - "sys_mod_count": "12", + "sys_id": "d9a9a80d3790200044e0bfc8bcbe5d66", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:59", + "sys_updated_on": "2024-03-11 07:39:13", "vendor": "Apple", - "warranty_expiration": "2026-09-19", + "warranty_expiration": "2025-12-15", "work_notes": "" } }, @@ -2323,7 +2275,6 @@ "parent": "Parent", "request_line": "Request line", "serial_number": "Serial number", - "substatus": "Substate", "support_group": "Support group", "supported_by": "Supported by", "vendor": "Vendor" @@ -2333,89 +2284,87 @@ "model", "vendor", "serial_number", - "managed_by" + "comments" ], "template_record": { - "acquisition_method": "Lease", - "asset_function": "Secondary", - "asset_tag": "Derris Toriness sojourney hetaerism hurd", - "assigned": "2022-12-13 00:00:00", - "assigned_to": "Robin Grotz", + "acquisition_method": "Purchase", + "asset_function": "Primary", + "asset_tag": "P1000508", + "assigned": "2021-07-16 00:00:00", + "assigned_to": "Sherwood Detillier", "beneficiary": "", "checked_in": "", "checked_out": "", "ci": { "display_value": "MacBook Pro 15\"", - "link": "https://dev224577.service-now.com/api/now/table/cmdb_ci/90a96c0d3790200044e0bfc8bcbe5deb" + "link": "https://dev215901.service-now.com/api/now/table/cmdb_ci/c0a96c0d3790200044e0bfc8bcbe5da8" }, - "comments": "immedial bronchiocele cult finchbacked undergrowl", - "company": "ACME France", + "comments": "enhalo infallibilism Lunaria Guttiferae Aeolism", + "company": "ACME Germany", "cost": "$1,799.99", "cost_center": "IT", - "delivery_date": "2022-05-18 00:00:00", + "delivery_date": "2020-12-30 00:00:00", "department": "IT", - "depreciated_amount": "$894.08", + "depreciated_amount": "$1,107.00", "depreciation": "SL 5 Years", - "depreciation_date": "2022-08-11 00:00:00", - "display_name": "P1000492 - Apple MacBook Pro 15\"", - "disposal_reason": "charlatanistic ferberite nondeterrent goodness dorneck", + "depreciation_date": "2021-02-10 23:00:00", + "display_name": "P1000508 - Apple MacBook Pro 15\"", + "disposal_reason": "macrochiropteran gigantical genecologically oxygenizer parvis", "due": "", "due_in": null, "eligible_for_refresh": "false", - "expenditure_type": "Opex", - "gl_account": "expiration eponymist platystencephaly ca", - "install_date": "2022-08-10 00:00:00", + "expenditure_type": "Capex", + "gl_account": "aperea tribofluorescence icacinaceous ca", + "install_date": "2021-02-09 23:00:00", "install_status": "In use", - "invoice_number": "underwrap bestubbled weve romanza Papave", + "invoice_number": "disclassify supermystery opposingly comp", "justification": "", - "lease_id": "epephragmal Hamitic scandalization tarri", + "lease_id": "trifloral Phecda arna sarcasticalness te", "life_cycle_stage": "", "life_cycle_stage_status": "", - "location": "27, Boulevard Vitton, Paris", + "location": "Bockenheimer Landstra\u00dfe 223, Frankfurt", "managed_by": "", "model": "Apple MacBook Pro 15\"", "model_category": "Computer", - "model_component_id": "", "old_status": "", "old_substatus": "", - "order_date": "2022-04-19 00:00:00", + "order_date": "2020-12-05 00:00:00", "owned_by": "", "parent": "", - "po_number": "PO100005", + "po_number": "PO100003", "pre_allocated": "false", - "product_instance_id": "", - "purchase_date": "2022-05-03", + "purchase_date": "2020-12-16", "quantity": "1", "request_line": "", "resale_price": "$0.00", "reserved_for": "", - "residual": "$905.91", - "residual_date": "2025-02-03", + "residual": "$692.99", + "residual_date": "2024-03-11", "resold_value": "$0.00", "retired": "", "retirement_date": "", "salvage_value": "$0.00", - "serial_number": "SN-41c7f735-910f-4d7d-a7b6-0f5920383af1", + "serial_number": "SN-22d11fd3-3ba1-4ffa-b2fc-3c6abc33c297", "skip_sync": "false", "stockroom": "", - "substatus": "Pending retirement", + "substatus": null, "support_group": "", "supported_by": "", "sys_class_name": "Hardware", "sys_created_by": "admin", - "sys_created_on": "2024-02-17 00:14:22", + "sys_created_on": "2022-12-30 00:14:21", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "94a96c0d3790200044e0bfc8bcbe5dea", + "sys_id": "c4a96c0d3790200044e0bfc8bcbe5da7", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "system", - "sys_updated_on": "2025-02-03 01:46:51", + "sys_updated_on": "2024-03-11 07:39:10", "vendor": "Apple", - "warranty_expiration": "2025-08-09", + "warranty_expiration": "2024-02-10", "work_notes": "" } } diff --git a/Level-5/create_incident_task.json b/Level-5/create_incident_task.json index 48e970f35539b2fa48114eb680c6256c53163a45..c72aaa33b4dd9f5d93a47195fc6099859a10a1d9 100644 --- a/Level-5/create_incident_task.json +++ b/Level-5/create_incident_task.json @@ -1,7 +1,6 @@ [ { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -26,9 +25,9 @@ "task_fields": [ "short_description", "caller_id", - "service_offering", - "assignment_group", - "parent_incident" + "contact_type", + "caused_by", + "description" ], "template_record": { "active": "true", @@ -38,7 +37,7 @@ "approval_history": "", "approval_set": "", "assigned_to": "", - "assignment_group": "Openspace", + "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", @@ -46,17 +45,17 @@ "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", - "category": "Hardware", + "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", + "child_incidents": "1", "close_code": "Workaround provided", - "close_notes": "uroscopic beveler prediscourse rehumanize unchildishly", + "close_notes": "beshake takyr unshamably saeculum cigala", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", + "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "company": "", "contact_type": "Email", "contract": "", @@ -64,31 +63,31 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "foamy el deglutitious pontooneer vizier", + "description": "I am not able to edit a wiki page.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "2 - Medium", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "Camelopardus idrialin microanalytical he", - "opened_at": "2025-01-20 14:59:16", + "number": "INC0009001", + "opened_at": "2018-09-11 20:56:26", "opened_by": { - "display_value": "Cassandra Henry", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/b94403dc53d312104d8731f0a0490e2c" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -100,40 +99,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "allecret antipass inquisitorial soother Cairo", + "short_description": "Unable to post content on a Wiki page", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Cassandra.Henry.1157", - "sys_created_on": "2025-01-20 15:06:21", + "sys_created_by": "admin", + "sys_created_on": "2018-09-11 20:57:01", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "c75407dc53d312104d8731f0a0490eee", - "sys_mod_count": "2", + "sys_id": "a623cdb073a023002728660c4cf6a768", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Ryan.Evans.9376", - "sys_updated_on": "2025-01-23 01:08:15", - "task_effective_number": "INC0007001", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:32:42", + "task_effective_number": "INC0009001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -158,40 +156,46 @@ "task_fields": [ "short_description", "caller_id", - "close_code", - "description", - "business_service" + "business_service", + "parent_incident", + "number" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Software", + "business_duration": "23 Days 20 Hours 46 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Bow Ruggeri", - "category": "Inquiry / Help", + "business_stc": "2,061,992", + "calendar_duration": "99 Days 19 Hours 46 Minutes", + "calendar_stc": "8,624,792", + "caller_id": "Rick Berzle", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by problem", - "close_notes": "rufopiceous coprolagnia happify pseudopodia tyrosinase", - "closed_at": "", - "closed_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "asdasdasdsad", + "closed_at": "2023-06-23 17:26:41", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n", + "comments_and_work_notes": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -199,65 +203,65 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "pugnacious counterlath vespertilian narration Priapulacea", + "description": "Last automated backup occurred two nights ago. Did we change automated backup schedule?", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "1 - High", + "incident_state": "Closed", "knowledge": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "notify": "Do Not Notify", - "number": "rebunch sarcocyst cravat dissident estaf", - "opened_at": "2025-01-20 14:16:52", + "number": "INC0000034", + "opened_at": "2023-06-22 13:25:29", "opened_by": { - "display_value": "Rachael Nelson", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/709ab65053d312104d8731f0a0490e08" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "1 - Critical", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "", - "resolved_by": "", + "resolved_at": "2023-09-30 09:12:01", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "vituperator lipocere Gigi ungradually castoff", + "short_description": "Does not look like a backup occurred last night", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Rachael.Nelson.6751", - "sys_created_on": "2025-01-20 14:19:21", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-11 17:26:28", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "29aabed8539312104d8731f0a0490e65", - "sys_mod_count": "0", + "sys_id": "470d51a0a9fe1981006c20c825e48933", + "sys_mod_count": "7", "sys_tags": "", - "sys_updated_by": "Rachael.Nelson.6751", - "sys_updated_on": "2025-01-20 14:19:21", - "task_effective_number": "INC0010044", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:53:47", + "task_effective_number": "INC0000034", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -268,7 +272,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -293,9 +296,9 @@ "task_fields": [ "short_description", "caller_id", - "close_code", - "rfc", - "cmdb_ci" + "cmdb_ci", + "problem_id", + "urgency" ], "template_record": { "active": "false", @@ -304,32 +307,35 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Luke Wilson", - "assignment_group": "Service Desk", - "business_duration": "19 Days 19 Hours 56 Minutes", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Software", + "business_duration": "19 Days 5 Hours 38 Minutes", "business_impact": "", "business_service": "", - "business_stc": "1,713,373", - "calendar_duration": "81 Days 19 Hours 23 Minutes", - "calendar_stc": "7,068,206", - "caller_id": "Natasha Ingram", + "business_stc": "1,661,930", + "calendar_duration": "79 Days 20 Hours 38 Minutes", + "calendar_stc": "6,899,930", + "caller_id": "Joe Employee", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Workaround provided", - "close_notes": "minning propene stagnance poky myzostomidan", - "closed_at": "2024-09-08 17:33:33", + "close_code": "Resolved by change", + "close_notes": "Gave workaround", + "closed_at": "2023-07-22 16:18:40", "closed_by": { - "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, - "cmdb_ci": "CALLXPR1", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -337,68 +343,65 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "backflap invein triphenylcarbinol klicket unmethodicalness", + "description": "Noticing today that any time I send an email with an attachment, it takes at least 20 seconds to send. This happens regardless of the attachment size.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", - "location": { - "display_value": "1050 Sunnyview Road Northeast, Salem,OR", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" - }, + "location": "", "made_sla": "false", "notify": "Do Not Notify", - "number": "crystallogenesis branchlet enteromyiasis", - "opened_at": "2024-09-05 17:32:47", + "number": "INC0000013", + "opened_at": "2023-07-21 16:15:58", "opened_by": { - "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "1 - Critical", "problem_id": "", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:13", + "resolved_at": "2023-10-09 12:54:48", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "satanical Iguvine acauline vulpicide pannam", + "short_description": "EMAIL is slow when an attachment is involved", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "david.loo", - "sys_created_on": "2024-09-08 17:33:14", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 16:18:07", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "47138238a9fe1981016e3762d1fd26d4", - "sys_mod_count": "8", + "sys_id": "46cebb88a9fe198101aee93734f9768b", + "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:16:15", - "task_effective_number": "INC0000035", + "sys_updated_on": "2023-10-09 12:54:48", + "task_effective_number": "INC0000013", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -409,7 +412,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -434,12 +436,12 @@ "task_fields": [ "short_description", "caller_id", - "service_offering", - "contact_type", - "parent_incident" + "business_service", + "knowledge", + "rfc" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", @@ -447,35 +449,35 @@ "approval_set": "", "assigned_to": "", "assignment_group": "", - "business_duration": "", + "business_duration": "0 Seconds", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Fred Luddy", - "category": "Inquiry / Help", + "business_stc": "0", + "calendar_duration": "5 Minutes", + "calendar_stc": "323", + "caller_id": "David Miller", + "category": "Software", "cause": "", "caused_by": "", "child_incidents": "0", - "close_code": "Resolved by problem", - "close_notes": "Maiidae incontinently rederivation Saiph minimuscular", - "closed_at": "", - "closed_by": "", + "close_code": "Solution provided", + "close_notes": "Reverted to a previous version.", + "closed_at": "2018-12-09 19:29:09", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Phone", + "company": "", + "contact_type": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Sikkimese dragonnade drudger spoilless pyloristenosis", + "description": "While launching the defect tracking base URL, it is redirecting to an error page.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -483,57 +485,57 @@ "group_list": "", "hold_reason": "", "impact": "3 - Low", - "incident_state": "New", + "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "Sim outboundaries sanitarium gonochorist", - "opened_at": "2025-01-20 17:53:44", + "number": "INC0009004", + "opened_at": "2018-09-01 06:13:30", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/823c2b1453d712104d8731f0a0490e8e" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", - "resolved_at": "", - "resolved_by": "", + "resolved_at": "2018-09-01 06:18:53", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "underlight thumber theistically Caranga herbarial", + "short_description": "Defect tracking tool is down.", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.9817", - "sys_created_on": "2025-01-20 17:56:30", + "sys_created_by": "admin", + "sys_created_on": "2018-09-01 06:14:04", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "2e4c2f1453d712104d8731f0a0490e19", - "sys_mod_count": "0", + "sys_id": "e329de99731423002728660c4cf6a73c", + "sys_mod_count": "9", "sys_tags": "", - "sys_updated_by": "Erica.Ford.9817", - "sys_updated_on": "2025-01-20 17:56:30", - "task_effective_number": "INC0000024", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:01", + "task_effective_number": "INC0009004", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -544,7 +546,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -569,9 +570,9 @@ "task_fields": [ "short_description", "caller_id", - "assigned_to", - "number", - "parent_incident" + "category", + "rfc", + "impact" ], "template_record": { "active": "true", @@ -581,63 +582,63 @@ "approval_history": "", "approval_set": "", "assigned_to": "", - "assignment_group": "", + "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Fred Luddy", - "category": "Inquiry / Help", + "caller_id": "Bud Richman", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "No resolution provided", - "close_notes": "unbeginningly korntunnur clayweed ingather confusion", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "aint kenareh deary scuddawn yearn", "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Self-service", + "cmdb_ci": "Sales Force Automation", + "comments": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "company": "", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Quinquatria plodderly vino playday subconcave", + "description": "Unable to login to SFA even though login credentials are correct.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "New", "knowledge": "false", - "location": "", - "made_sla": "true", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", "notify": "Do Not Notify", - "number": "rheometry concupiscible Adela facework h", - "opened_at": "2025-01-20 17:53:44", + "number": "INC0000046", + "opened_at": "2023-09-18 15:04:15", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/823c2b1453d712104d8731f0a0490e8e" + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", - "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "priority": "3 - Moderate", + "problem_id": "PRB0000006", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -646,28 +647,28 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "aula venville tepee repossess dikaryotic", - "sla_due": "UNKNOWN", + "short_description": "Can't access SFA software", + "sla_due": "2023-09-27 15:04:15", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.9817", - "sys_created_on": "2025-01-20 17:56:30", + "sys_created_by": "admin", + "sys_created_on": "2023-09-17 15:05:30", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "2e4c2f1453d712104d8731f0a0490e19", - "sys_mod_count": "0", + "sys_id": "a9e30c7dc61122760116894de7bcc7bd", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Erica.Ford.9817", - "sys_updated_on": "2025-01-20 17:56:30", - "task_effective_number": "INC0000024", + "sys_updated_by": "glide.maint", + "sys_updated_on": "2023-09-17 15:37:27", + "task_effective_number": "INC0000046", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -679,7 +680,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -704,120 +704,125 @@ "task_fields": [ "short_description", "caller_id", - "description", - "service_offering", - "parent_incident" + "cmdb_ci", + "number", + "assignment_group" ], "template_record": { "active": "false", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-02 16:17:01", "additional_assignee_list": "", - "approval": "Not Yet Requested", + "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Don Goodliffe", - "assignment_group": "Service Desk", - "business_duration": "23 Days 12 Hours 58 Minutes", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "assignment_group": "Hardware", + "business_duration": "21 Days 15 Hours 14 Minutes", "business_impact": "", "business_service": "", - "business_stc": "2,033,892", - "calendar_duration": "98 Days 19 Hours 58 Minutes", - "calendar_stc": "8,539,092", - "caller_id": "Rick Berzle", - "category": "Inquiry / Help", + "business_stc": "1,869,258", + "calendar_duration": "89 Days 7 Minutes", + "calendar_stc": "7,690,046", + "caller_id": "Alejandro Mascall", + "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by change", - "close_notes": "nonzealous lymphangitic actinomorphy raisiny chanche", - "closed_at": "2024-08-24 16:58:58", + "close_code": "User error", + "close_notes": "Fixed", + "closed_at": "2023-10-10 16:19:01", "closed_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, - "cmdb_ci": "", + "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", - "comments_and_work_notes": "", + "comments_and_work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" }, - "contact_type": "Phone", + "contact_type": "Email", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Marion machinelike serpentry arson lustrify", + "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes", "due_date": "", - "escalation": "Normal", + "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", - "location": "", + "location": { + "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc" + }, "made_sla": "false", "notify": "Do Not Notify", - "number": "protohymenopteran unaesthetic vulnerable", - "opened_at": "2024-08-19 16:58:00", + "number": "INC0000005", + "opened_at": "2023-07-05 16:06:52", "opened_by": { - "display_value": "Rick Berzle", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "1 - Critical", "problem_id": "", - "reassignment_count": "2", + "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:12", + "resolved_at": "2023-10-02 16:14:18", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", - "severity": "3 - Low", - "short_description": "thinglet amuse pharyngonasal Moabitic pardonee", + "severity": "1 - High", + "short_description": "CPU load high for over 10 minutes", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "don.goodliffe", - "sys_created_on": "2024-09-08 16:58:44", + "sys_created_by": "admin", + "sys_created_on": "2022-02-11 07:14:01", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46f3ee0ea9fe198100c5c0e53d5abe0b", - "sys_mod_count": "6", + "sys_id": "e8e875b0c0a80164009dc852b4d677d5", + "sys_mod_count": "15", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:15:31", - "task_effective_number": "INC0000028", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:01", + "task_effective_number": "INC0000005", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -842,48 +847,54 @@ "task_fields": [ "short_description", "caller_id", - "urgency", - "close_code", - "business_service" + "number", + "resolved_by", + "contact_type" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "Hardware", - "business_duration": "", + "assigned_to": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "assignment_group": "Network", + "business_duration": "20 Days 4 Hours 22 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Joe Employee", + "business_stc": "1,743,744", + "calendar_duration": "84 Days 19 Hours 22 Minutes", + "calendar_stc": "7,327,344", + "caller_id": "Carol Coughlin", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "User error", - "close_notes": "tenio isodomic dorsulum ablewhackets piligan", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-20 17:34:21", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "DatabaseServer2", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "contact_type": "Chat", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "scrutinization shedded theopneust artificership sneezeproof", + "description": "Experiencing connection issues. Unable to create connection to data source.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -891,16 +902,19 @@ "group_list": "", "hold_reason": "", "impact": "3 - Low", - "incident_state": "New", + "incident_state": "Closed", "knowledge": "false", - "location": "", - "made_sla": "true", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", "notify": "Do Not Notify", - "number": "ectromelia oenin djave hyperneuria Ophio", - "opened_at": "2025-01-20 17:04:46", + "number": "INC0000036", + "opened_at": "2023-07-16 17:33:49", "opened_by": { - "display_value": "Brian Green", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/c2f02b54539712104d8731f0a0490e0f" + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", @@ -909,38 +923,38 @@ "parent_incident": "", "priority": "5 - Planning", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "", + "resolved_at": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "fattish glassworker zygotene embitterment nonevolutionist", + "short_description": "Issue with networking", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Brian.Green.4445", - "sys_created_on": "2025-01-20 17:18:47", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 17:34:28", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "0511eb94539712104d8731f0a0490ed0", - "sys_mod_count": "0", + "sys_id": "4714a2aca9fe198100ecabacf6273482", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Brian.Green.4445", - "sys_updated_on": "2025-01-20 17:18:47", - "task_effective_number": "INC0010111", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:57:58", + "task_effective_number": "INC0000036", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -952,7 +966,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -978,74 +991,83 @@ "short_description", "caller_id", "cmdb_ci", - "problem_id", - "caused_by" + "impact", + "description" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-09 14:50:55", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "Howard Johnson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" + }, + "assignment_group": "Service Desk", + "business_duration": "43 Seconds", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Rick Berzle", - "category": "Hardware", + "business_stc": "43", + "calendar_duration": "43 Seconds", + "calendar_stc": "43", + "caller_id": "Sam Sorokin", + "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Known error", - "close_notes": "monopneumonian harassment trepang antiquarianly Thomsonianism", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "basilicon merogony chloralide fumigatory sharply", + "closed_at": "2023-07-11 17:35:39", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "EFOWEB", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "contact_type": "Chat", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "panspermatism gastralgic hemitype Dendrohyrax untainting", + "description": "Need to place order for a new machine. Will need help with installation also.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "1 - High", + "incident_state": "In Progress", "knowledge": "false", - "location": "", - "made_sla": "true", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", "notify": "Do Not Notify", - "number": "undistinctive Zamenis compete nidulant w", - "opened_at": "2025-01-20 15:27:08", + "number": "INC0000037", + "opened_at": "2023-07-11 17:34:56", "opened_by": { - "display_value": "Kelli Lawrence", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/59aa0fd4531712104d8731f0a0490ed5" + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "3 - Moderate", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -1054,28 +1076,28 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "discharge laryngofission epidotiferous hydromicaceous outpopulate", + "short_description": "Request for a new service", "sla_due": "UNKNOWN", - "state": "New", + "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Kelli.Lawrence.7832", - "sys_created_on": "2025-01-20 15:29:27", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 17:35:36", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "07ba4718531712104d8731f0a0490e82", - "sys_mod_count": "0", + "sys_id": "4715ab62a9fe1981018c3efb96143495", + "sys_mod_count": "8", "sys_tags": "", - "sys_updated_by": "Kelli.Lawrence.7832", - "sys_updated_on": "2025-01-20 15:29:27", - "task_effective_number": "INC0010084", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:40", + "task_effective_number": "INC0000037", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -1087,7 +1109,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1112,43 +1133,46 @@ "task_fields": [ "short_description", "caller_id", - "caused_by", - "parent_incident", - "number" + "business_service", + "contact_type", + "category" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-09 14:50:55", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "ITIL User", - "assignment_group": "", - "business_duration": "14 Days 1 Minute", + "assigned_to": { + "display_value": "Howard Johnson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" + }, + "assignment_group": "Service Desk", + "business_duration": "43 Seconds", "business_impact": "", "business_service": "", - "business_stc": "1,209,684", - "calendar_duration": "18 Days 1 Minute", - "calendar_stc": "1,555,284", - "caller_id": "Don Goodliffe", - "category": "Hardware", + "business_stc": "43", + "calendar_duration": "43 Seconds", + "calendar_stc": "43", + "caller_id": "Sam Sorokin", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "User error", - "close_notes": "paleoherpetology rubican blamelessly reabsent patheticalness", - "closed_at": "2024-08-23 16:55:10", + "close_code": "Workaround provided", + "close_notes": "unfetched Choluteca tonology revolatilize diffusibility", + "closed_at": "2023-07-11 17:35:39", "closed_by": { "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, - "cmdb_ci": "IBM-T42-DLG", + "cmdb_ci": "EFOWEB", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -1156,7 +1180,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Titanical superservice weakhearted prosopon Ramadoss", + "description": "Need to place order for a new machine. Will need help with installation also.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -1167,25 +1191,25 @@ "incident_state": "In Progress", "knowledge": "false", "location": { - "display_value": "324 South State Street, Salt Lake City,UT", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" }, "made_sla": "false", "notify": "Do Not Notify", - "number": "forepale quinquelocular whippost wranny ", - "opened_at": "2024-08-05 16:53:46", + "number": "INC0000037", + "opened_at": "2023-07-11 17:34:56", "opened_by": { "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "1 - Critical", + "priority": "3 - Moderate", "problem_id": "", - "reassignment_count": "", + "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", @@ -1195,29 +1219,29 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "stercorous beisa conformance statute Hydroida", + "short_description": "Request for a new service", "sla_due": "UNKNOWN", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", - "sys_created_on": "2024-08-28 16:55:07", + "sys_created_on": "2023-07-11 17:35:36", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46f09e75a9fe198100f4ffd8d366d17b", - "sys_mod_count": "6", + "sys_id": "4715ab62a9fe1981018c3efb96143495", + "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:44:35", - "task_effective_number": "INC0000025", + "sys_updated_on": "2023-10-09 12:51:40", + "task_effective_number": "INC0000037", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "1 - High", + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -1228,7 +1252,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1253,65 +1276,62 @@ "task_fields": [ "short_description", "caller_id", - "urgency", - "service_offering", - "rfc" + "caused_by", + "impact", + "description" ], "template_record": { "active": "true", - "activity_due": "2015-11-24 09:47:36", + "activity_due": "2024-03-11 11:05:42", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Fred Luddy", - "assignment_group": "Service Desk", + "assigned_to": "", + "assignment_group": "Openspace", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", - "category": "Inquiry / Help", + "caller_id": "David Miller", + "category": "Hardware", "cause": "", "caused_by": "", - "child_incidents": "", - "close_code": "Resolved by request", - "close_notes": "discursively chicky mazut muermo pedagogically", + "child_incidents": "1", + "close_code": "Duplicate", + "close_notes": "supraclusion Hebrewdom cathartically nauseousness chirognomy", "closed_at": "", "closed_by": "", "cmdb_ci": "", - "comments": "2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n", - "comments_and_work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, + "comments": "", + "comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "synoeciously mulatta postdisseizor Chera descrier", + "description": "Employee payroll application server is down.Not able to login with valid credentials.", "due_date": "", - "escalation": "Overdue", + "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "hold_reason": "Awaiting Caller", + "hold_reason": "", "impact": "1 - High", - "incident_state": "On Hold", + "incident_state": "New", "knowledge": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "notify": "Do Not Notify", - "number": "talliar tupara unbesmirched fevertwig fr", - "opened_at": "2015-08-12 16:41:00", + "number": "INC0007001", + "opened_at": "2018-10-16 22:47:10", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", @@ -1320,8 +1340,8 @@ "parent_incident": "", "priority": "1 - Critical", "problem_id": "", - "reassignment_count": "2", - "reopen_count": "", + "reassignment_count": "0", + "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -1330,40 +1350,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "tuberculiform incalver scutifer unripping monoeidic", - "sla_due": "2015-09-01 17:00:00", - "state": "On Hold", + "short_description": "Employee payroll application server is down.", + "sla_due": "UNKNOWN", + "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "don.goodliffe", - "sys_created_on": "2015-08-25 16:41:54", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:47:45", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46e482d9a9fe198101d3e3f3e2a14459", - "sys_mod_count": "36", + "sys_id": "f12ca184735123002728660c4cf6a7ef", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2015-11-24 07:47:36", - "task_effective_number": "INC0000017", + "sys_updated_on": "2024-03-11 09:05:42", + "task_effective_number": "INC0007001", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", + "work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1388,9 +1407,9 @@ "task_fields": [ "short_description", "caller_id", - "number", "problem_id", - "knowledge" + "service_offering", + "cmdb_ci" ], "template_record": { "active": "true", @@ -1399,61 +1418,70 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, "assignment_group": "", - "business_duration": "", + "business_duration": "3 Days 2 Hours 29 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "David Miller", - "category": "Inquiry / Help", + "business_stc": "268,184", + "calendar_duration": "6 Days", + "calendar_stc": "518,458", + "caller_id": "Fred Luddy", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by request", - "close_notes": "waiwode pasha protelytropteron loathfulness tracelessly", - "closed_at": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "cephalorhachidian sketchable Samolus shorter Rissoidae", + "closed_at": "2023-07-04 16:45:37", "closed_by": "", "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", - "company": "", - "contact_type": "Virtual Agent", + "comments": "2023-07-11 16:45:51 - System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:45:51 - System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unchoked exosporous deave unreplied Abassin", + "description": "I downloaded and installed 64-bit Windows 7 virtual machine and I can't get it to launch. I'm not sure if I need 64-bit or 32-bit.", "due_date": "", - "escalation": "Normal", + "escalation": "Moderate", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "2 - Medium", + "incident_state": "In Progress", "knowledge": "false", - "location": "", - "made_sla": "true", + "location": { + "display_value": "Five Points 2009 Fairview RD, Raleigh, NC", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" + }, + "made_sla": "false", "notify": "Do Not Notify", - "number": "unbrookable Iriarteaceae televiewer tepo", - "opened_at": "2025-01-20 17:53:50", + "number": "INC0000019", + "opened_at": "2023-06-28 16:44:39", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6e3cef5453d712104d8731f0a0490ed8" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", - "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "priority": "2 - High", + "problem_id": "PRB0000001", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -1462,29 +1490,29 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "monition manneristic undiuretic intercrust unkilling", - "sla_due": "UNKNOWN", - "state": "New", + "short_description": "Can't launch 64-bit Windows 7 virtual machine", + "sla_due": "2023-06-29 16:44:39", + "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.5320", - "sys_created_on": "2025-01-20 17:56:57", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:45:51", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "f74ce39453d712104d8731f0a0490e48", - "sys_mod_count": "0", + "sys_id": "46e8219ba9fe1981013806b6e04fed06", + "sys_mod_count": "10", "sys_tags": "", - "sys_updated_by": "Erica.Ford.5320", - "sys_updated_on": "2025-01-20 17:56:57", - "task_effective_number": "INC0010128", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:46:13", + "task_effective_number": "INC0000019", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -1495,7 +1523,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1520,13 +1547,13 @@ "task_fields": [ "short_description", "caller_id", - "business_service", - "caused_by", - "resolved_by" + "close_notes", + "assignment_group", + "business_service" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2018-12-13 01:18:55", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", @@ -1539,53 +1566,50 @@ "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", - "category": "Database", + "caller_id": "David Miller", + "category": "Software", "cause": "", "caused_by": "", "child_incidents": "0", - "close_code": "No resolution provided", - "close_notes": "Kabirpanthi peridental creem too subfunctional", + "close_code": "Known error", + "close_notes": "overparticularly unpropounded oligoprothetic unchangeable nomothetical", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Walk-in", + "comments_and_work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "esotropia thiohydrolyze lumbricoid unoriginatedness mispassion", + "description": "Unable to send or receive emails.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "spirated incubator majorship demodulator", - "opened_at": "2025-01-20 12:46:06", + "number": "INC0009005", + "opened_at": "2018-08-31 21:35:21", "opened_by": { - "display_value": "Rebecca Bennett", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6ac5ea14535312104d8731f0a0490e66" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "1 - Critical", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -1597,40 +1621,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "R mesorchial Macbeth refight knobber", + "short_description": "Email server is down.", "sla_due": "UNKNOWN", "state": "New", - "subcategory": null, + "subcategory": "Email", "sys_class_name": "Incident", - "sys_created_by": "Rebecca.Bennett.8791", - "sys_created_on": "2025-01-20 12:52:45", + "sys_created_by": "admin", + "sys_created_on": "2018-08-31 21:35:45", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "04e52e14535312104d8731f0a0490e14", - "sys_mod_count": "0", + "sys_id": "ed92e8d173d023002728660c4cf6a7bc", + "sys_mod_count": "3", "sys_tags": "", - "sys_updated_by": "Rebecca.Bennett.8791", - "sys_updated_on": "2025-01-20 12:52:45", - "task_effective_number": "INC0000007", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:18:55", + "task_effective_number": "INC0009005", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1655,9 +1678,9 @@ "task_fields": [ "short_description", "caller_id", - "description", - "business_service", - "contact_type" + "category", + "contact_type", + "rfc" ], "template_record": { "active": "true", @@ -1674,29 +1697,26 @@ "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", + "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", + "child_incidents": "1", "close_code": "Resolved by caller", - "close_notes": "Hamitism mustafina Acrux repermission deossification", + "close_notes": "Porphyrian yark exhaustedness unusedness stopcock", "closed_at": "", "closed_by": "", - "cmdb_ci": "*JEMPLOYEE-IBM", + "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Virtual Agent", + "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", + "company": "", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "pouchless gawkhammer supertare ductule obfuscation", + "description": "I am not able to edit a wiki page.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -1709,18 +1729,18 @@ "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "lokapala unmoribund blissful bauckiebird", - "opened_at": "2025-01-20 17:53:48", + "number": "INC0009001", + "opened_at": "2018-09-11 20:56:26", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/e63cef5453d712104d8731f0a0490eed" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "4 - Low", + "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -1732,40 +1752,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "cabalistical nitrosamine binomial semibacchanalian Tungusic", + "short_description": "Unable to post content on a Wiki page", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.8243", - "sys_created_on": "2025-01-20 18:02:08", + "sys_created_by": "admin", + "sys_created_on": "2018-09-11 20:57:01", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "ef4ce7d053d712104d8731f0a0490ee3", - "sys_mod_count": "0", + "sys_id": "a623cdb073a023002728660c4cf6a768", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Erica.Ford.8243", - "sys_updated_on": "2025-01-20 18:02:08", - "task_effective_number": "INC0000047", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:32:42", + "task_effective_number": "INC0009001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1791,8 +1810,8 @@ "short_description", "caller_id", "service_offering", - "parent_incident", - "problem_id" + "cmdb_ci", + "knowledge" ], "template_record": { "active": "false", @@ -1801,32 +1820,35 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "David Loo", - "assignment_group": "Software", - "business_duration": "23 Days 20 Hours 46 Minutes", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Hardware", + "business_duration": "25 Days 6 Hours 33 Minutes", "business_impact": "", "business_service": "", - "business_stc": "2,061,992", - "calendar_duration": "99 Days 19 Hours 46 Minutes", - "calendar_stc": "8,624,792", - "caller_id": "Rick Berzle", - "category": "Software", + "business_stc": "2,183,601", + "calendar_duration": "105 Days 21 Hours 33 Minutes", + "calendar_stc": "9,149,601", + "caller_id": "David Loo", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by problem", - "close_notes": "unescalloped dentalize Inverness Wycliffite phemic", - "closed_at": "2024-08-10 17:26:41", + "close_code": "User error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-06-25 17:24:08", "closed_by": { "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", - "comments": "2024-11-17 08:12:01 - System Administrator (Additional comments)\nComment\n\n", - "comments_and_work_notes": "2024-11-17 08:12:01 - System Administrator (Additional comments)\nComment\n\n", + "comments": "", + "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -1834,7 +1856,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "specialist aseptic rhynchonelloid sovereignship zealproof", + "description": "2tb file server has less than 400gb free.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -1844,14 +1866,17 @@ "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", - "location": "", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, "made_sla": "false", "notify": "Do Not Notify", - "number": "fasciculation Horouta weal stoneyard hus", - "opened_at": "2024-08-09 13:25:29", + "number": "INC0000033", + "opened_at": "2023-06-25 15:22:52", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", @@ -1864,30 +1889,30 @@ "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-17 08:12:01", + "resolved_at": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "antiadiaphorist hotness Italianish serval Syconaria", + "short_description": "File Server is 80% full - Needs upgrade", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", - "sys_created_on": "2024-08-28 17:26:28", + "sys_created_on": "2023-07-22 17:23:54", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "470d51a0a9fe1981006c20c825e48933", - "sys_mod_count": "7", + "sys_id": "470af5afa9fe198101b324dd773ef379", + "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:53:47", - "task_effective_number": "INC0000034", + "sys_updated_on": "2023-10-09 13:15:24", + "task_effective_number": "INC0000033", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -1903,7 +1928,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1928,123 +1952,116 @@ "task_fields": [ "short_description", "caller_id", - "service_offering", - "parent_incident", - "resolved_by" + "problem_id", + "rfc", + "description" ], "template_record": { "active": "false", - "activity_due": "2024-11-19 15:58:36", + "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Bud Richman", + "assigned_to": "", "assignment_group": "", - "business_duration": "26 Days 15 Hours 14 Minutes", + "business_duration": "0 Seconds", "business_impact": "", "business_service": "", - "business_stc": "2,301,243", - "calendar_duration": "109 Days 23 Hours 36 Minutes", - "calendar_stc": "9,502,588", - "caller_id": "Bow Ruggeri", + "business_stc": "0", + "calendar_duration": "31 Minutes", + "calendar_stc": "1,905", + "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "", - "close_code": "Duplicate", - "close_notes": "paolo space tracheloclavicular unwillingness changelessly", - "closed_at": "2024-11-27 00:04:34", + "child_incidents": "0", + "close_code": "Resolved by problem", + "close_notes": "Reinstalled the app", + "closed_at": "2018-08-30 02:49:17", "closed_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "cmdb_ci": "", - "comments": "2024-11-17 17:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2024-08-28 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", - "comments_and_work_notes": "2024-11-19 09:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2024-11-17 17:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2024-08-28 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Phone", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Walk-in", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Rasselas palaeophile autochthony tetraploidic parosteitis", + "description": "Having an issue with users trying to access the company portal app", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "1 - High", + "impact": "2 - Medium", "incident_state": "Closed", "knowledge": "false", - "location": { - "display_value": "San Diego", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" - }, - "made_sla": "false", + "location": "", + "made_sla": "true", "notify": "Do Not Notify", - "number": "talukdari unpopularity advanceable domin", - "opened_at": "2024-08-01 16:37:35", + "number": "INC0009003", + "opened_at": "2018-08-30 02:17:32", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "1 - Critical", + "priority": "3 - Moderate", "problem_id": "", - "reassignment_count": "1", - "reopen_count": "", + "reassignment_count": "0", + "reopen_count": "0", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-19 15:14:03", + "resolved_at": "2018-08-30 02:49:17", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "definer Terebratula ungraft bewall tea", + "short_description": "Cannot sign into the company portal app", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", - "sys_created_on": "2024-08-28 16:38:40", + "sys_created_on": "2018-08-30 02:18:00", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46e18c0fa9fe19810066a0083f76bd56", - "sys_mod_count": "33", + "sys_id": "9fffc328731823002728660c4cf6a742", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "system", - "sys_updated_on": "2024-11-27 00:04:34", - "task_effective_number": "INC0000014", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:39:53", + "task_effective_number": "INC0009003", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, - "urgency": "1 - High", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "2024-11-19 09:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n", + "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2069,43 +2086,40 @@ "task_fields": [ "short_description", "caller_id", - "business_service", - "caused_by", - "cmdb_ci" + "parent_incident", + "close_code", + "description" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "David Loo", + "assigned_to": "", "assignment_group": "Network", - "business_duration": "19 Days 20 Hours 55 Minutes", + "business_duration": "", "business_impact": "", "business_service": "", - "business_stc": "1,716,900", - "calendar_duration": "83 Days 19 Hours 55 Minutes", - "calendar_stc": "7,242,900", - "caller_id": "Rick Berzle", - "category": "Hardware", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Network", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by change", - "close_notes": "universityless chemurgical marsupium brakie unwastefully", - "closed_at": "2024-09-03 18:02:14", - "closed_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" - }, - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "close_code": "Known error", + "close_notes": "wheem aeroboat Heptranchias foddering lignitize", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "MailServerUS", + "comments": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -2113,7 +2127,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "befog preboast autosuppression homologically farmtown", + "description": "Unable to access Oregon mail server. Is it down?", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -2121,16 +2135,19 @@ "group_list": "", "hold_reason": "", "impact": "3 - Low", - "incident_state": "Closed", + "incident_state": "New", "knowledge": "false", - "location": "", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, "made_sla": "false", "notify": "Do Not Notify", - "number": "azorubine scanties narrowish blotto fili", - "opened_at": "2024-09-03 17:01:12", + "number": "INC0000039", + "opened_at": "2023-07-11 17:41:01", "opened_by": { - "display_value": "Rick Berzle", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" }, "order": "", "origin_id": "", @@ -2139,34 +2156,34 @@ "parent_incident": "", "priority": "5 - Planning", "problem_id": "", - "reassignment_count": "1", + "reassignment_count": "", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:12", - "resolved_by": "System Administrator", + "resolved_at": "", + "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "Diplotaxis monomaniacal estrepe webfoot unoutspeakable", - "sla_due": "UNKNOWN", - "state": "Closed", + "short_description": "Trouble getting to Oregon mail server", + "sla_due": "2023-08-01 17:41:01", + "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "don.goodliffe", - "sys_created_on": "2024-09-08 17:02:01", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:42:29", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46f6ede0a9fe198100e10154c34a0c2a", - "sys_mod_count": "6", + "sys_id": "471bfbc7a9fe198101e77a3e10e5d47f", + "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:15:37", - "task_effective_number": "INC0000030", + "sys_updated_on": "2023-10-09 12:39:15", + "task_effective_number": "INC0000039", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -2182,7 +2199,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2207,117 +2223,122 @@ "task_fields": [ "short_description", "caller_id", - "category", - "urgency", - "problem_id" + "parent_incident", + "number", + "service_offering" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-09 14:42:25", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "Network", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Software", "business_duration": "", "business_impact": "", - "business_service": "Email", + "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", + "caller_id": "Margaret Grey", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by caller", - "close_notes": "reconcilability Ayrshire overgloomy minning athletics", + "child_incidents": "", + "close_code": "User error", + "close_notes": "Anthesteriac athletic dampness conceptualist estradiol", "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "cmdb_ci": "SAP Human Resources", + "comments": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n", + "comments_and_work_notes": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "contact_type": "Self-service", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unmeetable pinochle wench retardation underheaven", + "description": "I've been trying to access the SAP HR application for the last few hours. Each time I go into the application, nothing loads.", "due_date": "", - "escalation": "Normal", + "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "1 - High", + "incident_state": "In Progress", "knowledge": "false", - "location": "", + "location": { + "display_value": "261 North Highway 101, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" + }, "made_sla": "true", "notify": "Do Not Notify", - "number": "silicify pitchered toxicotraumatic odont", - "opened_at": "2025-01-20 17:57:48", + "number": "INC0000053", + "opened_at": "2023-09-18 13:48:46", "opened_by": { - "display_value": "Daniel Mcknight", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/452d2fd453d712104d8731f0a0490e05" + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "4 - Low", - "problem_id": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", "reassignment_count": "0", - "reopen_count": "0", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", - "resolved_by": "David Loo", + "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "actuality untasteable untempered explain thiefdom", - "sla_due": "UNKNOWN", - "state": "New", + "short_description": "The SAP HR application is not accessible", + "sla_due": "2023-09-18 05:42:45", + "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Daniel.Mcknight.5182", - "sys_created_on": "2025-01-20 18:12:04", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:46", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "423da7d453d712104d8731f0a0490e89", - "sys_mod_count": "0", + "sys_id": "d71b3b41c0a8016700a8ef040791e72a", + "sys_mod_count": "32", "sys_tags": "", - "sys_updated_by": "Daniel.Mcknight.5182", - "sys_updated_on": "2025-01-20 18:12:04", - "task_effective_number": "INC0010131", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:42:25", + "task_effective_number": "INC0000053", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "2 - Medium", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2342,9 +2363,9 @@ "task_fields": [ "short_description", "caller_id", - "cmdb_ci", - "knowledge", - "caused_by" + "impact", + "caused_by", + "resolved_by" ], "template_record": { "active": "true", @@ -2361,53 +2382,50 @@ "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "David Loo", + "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "No resolution provided", - "close_notes": "tanagroid totalization plagueful resolutionist corrosibleness", + "close_notes": "warden buckishness Seidlitz orthophosphate adiadochokinesis", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Phone", + "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Email", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "cavernitis pierrot backfiring noninfantry Gerbera", + "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "1 - High", + "impact": "3 - Low", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "afterswell Rhynchocephala infraposition ", - "opened_at": "2025-01-20 13:46:03", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", "opened_by": { - "display_value": "Matthew Lewis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/0f73bad4539312104d8731f0a0490e96" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", - "parent_incident": "", - "priority": "3 - Moderate", + "parent_incident": "INC0007001", + "priority": "4 - Low", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -2419,40 +2437,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "unremediable pitmark lier lardite rivalable", + "short_description": "Need access to the common drive.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Matthew.Lewis.4246", - "sys_created_on": "2025-01-20 13:56:30", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "1e93fe94539312104d8731f0a0490e5d", - "sys_mod_count": "0", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Matthew.Lewis.4246", - "sys_updated_on": "2025-01-20 13:56:30", - "task_effective_number": "INC0010033", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:28:49", + "task_effective_number": "INC0007002", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2477,103 +2494,115 @@ "task_fields": [ "short_description", "caller_id", - "problem_id", - "business_service", - "assigned_to" + "parent_incident", + "impact", + "rfc" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Database", + "business_duration": "25 Days 13 Hours 49 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "David Miller", - "category": "Inquiry / Help", + "business_stc": "2,209,752", + "calendar_duration": "106 Days 20 Hours 49 Minutes", + "calendar_stc": "9,233,352", + "caller_id": "Don Goodliffe", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by request", - "close_notes": "Alnitak giobertite fawnskin unprefigured subharmonic", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", - "company": "", - "contact_type": "Walk-in", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 16:12:02", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "eFax", + "comments": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", + "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "firmness phthalocyanine Ulua Carpocapsa ventrine", + "description": "I tried sending a fax to a customer through the eFax online portal and also via email. My customer did not receive the fax in both instances. I don't know if this is an issue on our side with transmission or on my customer's side.", "due_date": "", - "escalation": "Normal", + "escalation": "High", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", - "incident_state": "New", + "incident_state": "Closed", "knowledge": "false", - "location": "", - "made_sla": "true", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", "notify": "Do Not Notify", - "number": "clumsy doodad poeticalness clavecinist t", - "opened_at": "2025-01-20 17:00:22", + "number": "INC0000012", + "opened_at": "2023-06-24 16:07:00", "opened_by": { - "display_value": "Stephen Curtis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/8fff1b14539712104d8731f0a0490e37" + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "4 - Low", + "priority": "5 - Planning", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "", - "resolved_by": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "unchoked speculatively overfall certain unsnap", + "short_description": "Customer didn't receive eFax", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Stephen.Curtis.6074", - "sys_created_on": "2025-01-20 17:10:09", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-22 16:11:21", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "3410ebd0539712104d8731f0a0490e0f", - "sys_mod_count": "0", + "sys_id": "46c88ac1a9fe1981014de1c831fbcf6d", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Stephen.Curtis.6074", - "sys_updated_on": "2025-01-20 17:10:09", - "task_effective_number": "INC0009003", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:56:12", + "task_effective_number": "INC0000012", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", - "urgency": "2 - Medium", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -2584,7 +2613,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2609,9 +2637,9 @@ "task_fields": [ "short_description", "caller_id", - "urgency", "cmdb_ci", - "parent_incident" + "close_notes", + "service_offering" ], "template_record": { "active": "true", @@ -2634,12 +2662,12 @@ "caused_by": "", "child_incidents": "0", "close_code": "Resolved by request", - "close_notes": "slushily repudiable recercelee darkly acidemia", + "close_notes": "orchitic Omnivora uncongenial lactigerous cockbird", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", + "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", "company": "", "contact_type": "Email", "contract": "", @@ -2647,7 +2675,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "overproductive birthday countermandable subclan profligate", + "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -2660,17 +2688,17 @@ "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "erythrophilous Hipponactean trefle pepsi", - "opened_at": "2025-01-20 17:00:22", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", "opened_by": { - "display_value": "Stephen Curtis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/8fff1b14539712104d8731f0a0490e37" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", - "parent_incident": "", + "parent_incident": "INC0007001", "priority": "4 - Low", "problem_id": "", "reassignment_count": "0", @@ -2683,24 +2711,24 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "unforeseeably overdistempered brack frondent upwrap", + "short_description": "Need access to the common drive.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Stephen.Curtis.6074", - "sys_created_on": "2025-01-20 17:10:09", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "3410ebd0539712104d8731f0a0490e0f", - "sys_mod_count": "0", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Stephen.Curtis.6074", - "sys_updated_on": "2025-01-20 17:10:09", - "task_effective_number": "INC0009003", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:28:49", + "task_effective_number": "INC0007002", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -2709,7 +2737,7 @@ "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } diff --git a/Level-5/create_problem_task.json b/Level-5/create_problem_task.json index 2f17a8b9d07e81510efbd7681c7888426bb40124..bb9a1a0672ade0c59364d92e80ab4e4cda7f9224 100644 --- a/Level-5/create_problem_task.json +++ b/Level-5/create_problem_task.json @@ -1,7 +1,6 @@ [ { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -14,10 +13,10 @@ }, "task_fields": [ "short_description", - "urgency", - "description", - "impact", - "business_service" + "cmdb_ci", + "service_offering", + "assignment_group", + "category" ], "template_record": { "active": "true", @@ -26,32 +25,32 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Hardware", + "category": "Network", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Dell Wireless WLAN Utility", + "cmdb_ci": "WIRELESS", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:04:43", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "antiprudential hexadactylism semicup Catharine untheoretic", + "description": "Not able to connect to Wifi. Tried to connect with different devices.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -64,24 +63,24 @@ "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "number": "PRB0001002", + "opened_at": "2018-10-04 19:57:26", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", - "priority": "4 - Low", + "priority": "5 - Planning", "problem_state": "Assess", - "reassignment_count": "1", - "related_incidents": "", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -92,24 +91,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "lymphatitis repandolobate dogfish silicify pantagraphic", + "short_description": "Unable to connect to Wifi", "sla_due": "UNKNOWN", "state": "Assess", - "subcategory": null, + "subcategory": "Wireless", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_on": "2018-10-04 19:57:39", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "e9b0e55567b032004792adab9485ef6c", - "sys_mod_count": "3", + "sys_id": "6632130c730123002728660c4cf6a734", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", - "task_effective_number": "PRB0000012", + "sys_updated_on": "2018-12-11 23:15:46", + "task_effective_number": "PRB0001002", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -129,7 +128,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -142,10 +140,10 @@ }, "task_fields": [ "short_description", + "urgency", + "assignment_group", "description", - "impact", - "business_service", - "category" + "cmdb_ci" ], "template_record": { "active": "true", @@ -154,24 +152,27 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Manager", - "assignment_group": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "Problem Solving", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Hardware", - "cause_notes": "

Server does not meet minimum specs to run the meeting server

", + "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "Dell Wireless WLAN Utility", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:01:22", + "confirmed_at": "2023-09-12 10:04:43", "confirmed_by": { - "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": null, "contract": "", @@ -179,7 +180,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "cowherd sterilisable sulphonphthalein isogeothermic enuretic", + "description": "Using a Dell Wireless WLAN Utility I cannot enable the option to disable wireless when plugin into an Ethernet port", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -189,27 +190,27 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "\n\t\t\t

Upgrade CPU and RAM to meet minimum specs

", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "2 - Medium", "knowledge": "false", - "known_error": "false", + "known_error": "true", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000106", - "opened_at": "2024-09-17 23:59:48", + "number": "PRB0000012", + "opened_at": "2023-09-12 10:04:43", "opened_by": { "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "2 - High", - "problem_state": "Root Cause Analysis", - "reassignment_count": "0", - "related_incidents": "0", + "priority": "4 - Low", + "problem_state": "Assess", + "reassignment_count": "1", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -220,29 +221,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "horal redelivery kele brant footwork", + "short_description": "Cannot disable wireless when plug into an Ethernet port", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", + "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:01:19", + "sys_created_on": "2023-09-12 10:12:12", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "36836028532023004247ddeeff7b12f1", - "sys_mod_count": "4", + "sys_id": "e9b0e55567b032004792adab9485ef6c", + "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-18 00:02:32", - "task_effective_number": "PRB0000106", + "sys_updated_on": "2023-07-27 23:14:22", + "task_effective_number": "PRB0000012", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "1 - High", + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -257,7 +258,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -270,36 +270,39 @@ }, "task_fields": [ "short_description", + "assignment_group", "service_offering", - "category", - "business_service", - "description" + "urgency", + "category" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "", - "business_duration": "16801 Days", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "Problem Solving", + "business_duration": "", "business_service": "", - "calendar_duration": "16801 Days 2 Minutes", - "category": "Network", - "cause_notes": "

Switch to IPv6 caused IP issues

", - "close_notes": "updated firmware", - "closed_at": "2024-09-10 23:10:55", + "calendar_duration": "", + "category": "Software", + "cause_notes": "

Siebel SFA does not support this version of Orcale

", + "close_notes": "", + "closed_at": "", "closed_by": "", - "cmdb_ci": "ny8500-nbxs09", + "cmdb_ci": "Sales Force Automation", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "confirmed_at": "2023-05-23 16:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": "Phone", "contract": "", @@ -307,69 +310,75 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "hyperexaltation mononaphthalene tabidly spheration ploverlike", + "description": "Performance of the Siebel SFA software has been severely degraded since the upgrade performed this weekend. We moved to an unsupported Oracle DB version.", "due_date": "", "duplicate_of": "", - "escalation": "Normal", + "escalation": "High", "expected_start": "", - "first_reported_by_task": "", + "first_reported_by_task": { + "display_value": "INC0000046", + "link": "https://dev215901.service-now.com/api/now/table/task/a9e30c7dc61122760116894de7bcc7bd" + }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

updated firmware

", + "fix_notes": "

Upgrade to the latest version of Oracle

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0000053", - "opened_at": "2024-09-10 23:08:13", + "number": "PRB0000006", + "opened_at": "2023-01-24 14:07:07", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "", - "related_incidents": "", + "problem_state": "Fix in Progress", + "reassignment_count": "1", + "related_incidents": "2", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Fix Applied", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": "", + "rfc": { + "display_value": "CHG0000001", + "link": "https://dev215901.service-now.com/api/now/table/change_request/a9e9c33dc61122760072455df62663d2" + }, "route_reason": "", "service_offering": "", - "short_description": "thermistor tellurize boschveld nematogene brusque", + "short_description": "Can't access SFA software", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "Fix in Progress", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:10:41", + "sys_created_by": "ITIL User", + "sys_created_on": "2023-01-24 14:07:07", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "05164252c0a80166006452a56ccd08a9", - "sys_mod_count": "2", + "sys_id": "a9e4890bc6112276003d7a5a5c774a74", + "sys_mod_count": "7", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:45:55", - "task_effective_number": "PRB0000053", + "sys_updated_on": "2023-07-27 23:07:57", + "task_effective_number": "PRB0000006", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -385,7 +394,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -398,54 +406,54 @@ }, "task_fields": [ "short_description", - "urgency", - "impact", - "category", - "assignment_group" + "business_service", + "service_offering", + "cmdb_ci", + "impact" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, "assignment_group": "Problem Solving", - "business_duration": "16801 Days", + "business_duration": "", "business_service": "", - "calendar_duration": "16801 Days 5 Minutes", - "category": "Hardware", - "cause_notes": "

This is a timing issue caused when you plug and unplug USB devices quickly

", - "close_notes": "OS and hardware vendor cannot find the root cause as it is intermittent. So they recommend restarting the PC", - "closed_at": "2024-09-18 00:09:20", - "closed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, - "cmdb_ci": "*BETH-IBM", + "calendar_duration": "", + "category": "Software", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Enterprise Services", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:08:58", + "confirmed_at": "2023-07-31 16:48:36", "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "hapuku impenitence scudder nonreservation poroporo", + "description": "Several hours ago we experienced a flood of incidents related to various SAP applications. It has been determined that there is an outage of unknown origin. We are performing root cause analysis.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": { - "display_value": "INC0000601", - "link": "https://dev224577.service-now.com/api/now/table/task/9e7f9864532023004247ddeeff7b121f" + "display_value": "INC0000051", + "link": "https://dev215901.service-now.com/api/now/table/task/d7158da0c0a8016700eef46c8d1f3661" }, "fix_at": "", "fix_by": "", @@ -454,72 +462,71 @@ "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "3 - Low", + "impact": "1 - High", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000109", - "opened_at": "2024-09-18 00:03:54", + "number": "PRB0000011", + "opened_at": "2023-07-24 21:58:15", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", - "priority": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "0", - "related_incidents": "1", + "priority": "1 - Critical", + "problem_state": "Root Cause Analysis", + "reassignment_count": "", + "related_incidents": "5", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Risk Accepted", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "reacquaint obnubilation wreathen semimonster radioisotope", + "short_description": "Unknown source of SAP outage", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "Root Cause Analysis", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:05:42", + "sys_created_by": "itil", + "sys_created_on": "2023-07-24 21:58:15", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "8f74a828532023004247ddeeff7b1295", - "sys_mod_count": "11", + "sys_id": "d7296d02c0a801670085e737da016e70", + "sys_mod_count": "28", "sys_tags": "", - "sys_updated_by": "Patrick.Martinez.7260", - "sys_updated_on": "2025-01-23 02:23:50", - "task_effective_number": "PRB0000109", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 10:07:58", + "task_effective_number": "PRB0000011", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": "\n\t\t\t

As this is intermittent. Restarting the PC fixes this.

", - "workaround_applied": "true", + "workaround": null, + "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -532,10 +539,10 @@ }, "task_fields": [ "short_description", - "service_offering", "category", - "cmdb_ci", - "description" + "urgency", + "service_offering", + "impact" ], "template_record": { "active": "false", @@ -544,37 +551,37 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "", "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "16801 Days 1 Minute", - "category": "Software", - "cause_notes": null, - "close_notes": "", - "closed_at": "2024-09-17 23:59:05", - "closed_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" - }, - "cmdb_ci": "", + "calendar_duration": "16801 Days 2 Minutes", + "category": "Network", + "cause_notes": "

Switch to IPv6 caused IP issues

", + "close_notes": "updated firmware", + "closed_at": "2023-07-24 21:52:04", + "closed_by": "", + "cmdb_ci": "ny8500-nbxs08", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", - "contact_type": null, + "confirmed_at": "2023-11-12 09:39:07", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "glisk Cumbrian Blattariae beatable unembryonic", + "description": "Switch occasionally drops connections", "due_date": "", - "duplicate_of": { - "display_value": "PRB0000055", - "link": "https://dev224577.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" - }, + "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", @@ -582,7 +589,7 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "

updated firmware

", "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -591,46 +598,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000105", - "opened_at": "2024-09-17 23:57:29", + "number": "PRB0000050", + "opened_at": "2023-07-24 21:49:47", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "0", - "related_incidents": "0", + "problem_state": "Resolved", + "reassignment_count": "", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Duplicate", + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "equitist squilgee lakelander pericardiotomy Gillian", + "short_description": "Switch occasionally drops connections", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": "Email", + "state": "Resolved", + "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-09-17 23:58:16", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 21:51:19", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "0d036ce4532023004247ddeeff7b12a8", - "sys_mod_count": "2", + "sys_id": "04ce72c9c0a8016600b5b7f75ac67b5b", + "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-17 23:59:05", - "task_effective_number": "PRB0000105", + "sys_updated_on": "2023-07-28 02:38:34", + "task_effective_number": "PRB0000050", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -650,7 +657,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -663,44 +669,47 @@ }, "task_fields": [ "short_description", - "cmdb_ci", + "service_offering", + "assignment_group", "description", - "urgency", - "business_service" + "category" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", - "business_duration": "16801 Days", - "business_service": "", - "calendar_duration": "16801 Days 3 Minutes", - "category": "Software", - "cause_notes": "

Log shows ISP was dropping/resetting the connection

", - "close_notes": "patched server all is fine now.", - "closed_at": "2024-09-10 23:21:08", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": "

Unknown user changes caused performance issues

", + "close_notes": "", + "closed_at": "", "closed_by": "", - "cmdb_ci": "IronMail-SD-01", + "cmdb_ci": "Windows", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "confirmed_at": "2023-09-12 10:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "dicranaceous unvitalness concerted quartzous mayor", + "description": "A few days ago I made some modification to some Windows config, and since then my laptop is performing slowly. Is there any way to go back to a previous state?", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -710,25 +719,25 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

ISP applied a fix on their side and mails are flowing smoothly again

", + "fix_notes": "

Re-imaged the laptop

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", - "known_error": "false", + "known_error": "true", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000055", - "opened_at": "2024-09-10 23:17:17", + "number": "PRB0000014", + "opened_at": "2023-09-12 10:39:07", "opened_by": { - "display_value": "Bow Ruggeri", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", + "problem_state": "Resolved", "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", @@ -741,24 +750,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "thegn melamine atrip hypodermis tsetse", + "short_description": "My laptop is performing very badly", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": "Email", + "state": "Resolved", + "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:19:00", + "sys_created_by": "admin", + "sys_created_on": "2023-09-12 10:55:38", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "051e8f6cc0a8016600cdf7fd19e10414", - "sys_mod_count": "2", + "sys_id": "1998e51967b032004792adab9485effa", + "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:48:12", - "task_effective_number": "PRB0000055", + "sys_updated_on": "2023-07-27 23:21:09", + "task_effective_number": "PRB0000014", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -770,15 +779,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": null, - "workaround_applied": "false", + "workaround": "

Re-imaged the laptop

", + "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -791,10 +799,10 @@ }, "task_fields": [ "short_description", - "service_offering", - "cmdb_ci", "urgency", - "impact" + "business_service", + "cmdb_ci", + "assignment_group" ], "template_record": { "active": "true", @@ -803,37 +811,43 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, "assignment_group": "Problem Solving", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Hardware", + "category": "Software", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Dell Wireless WLAN Utility", + "cmdb_ci": "SAP Enterprise Services", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:04:43", + "confirmed_at": "2023-07-31 16:48:36", "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "gisla unantagonizing tertenant lotophagous monition", + "description": "Several hours ago we experienced a flood of incidents related to various SAP applications. It has been determined that there is an outage of unknown origin. We are performing root cause analysis.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": "", + "first_reported_by_task": { + "display_value": "INC0000051", + "link": "https://dev215901.service-now.com/api/now/table/task/d7158da0c0a8016700eef46c8d1f3661" + }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -841,24 +855,24 @@ "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "1 - High", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "number": "PRB0000011", + "opened_at": "2023-07-24 21:58:15", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", - "priority": "4 - Low", - "problem_state": "Assess", - "reassignment_count": "1", - "related_incidents": "", + "priority": "1 - Critical", + "problem_state": "Root Cause Analysis", + "reassignment_count": "", + "related_incidents": "5", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -869,29 +883,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "Isaurian hysterolaparotomy dissertative disfigurative hellier", + "short_description": "Unknown source of SAP outage", "sla_due": "UNKNOWN", - "state": "Assess", + "state": "Root Cause Analysis", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_by": "itil", + "sys_created_on": "2023-07-24 21:58:15", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "e9b0e55567b032004792adab9485ef6c", - "sys_mod_count": "3", + "sys_id": "d7296d02c0a801670085e737da016e70", + "sys_mod_count": "94", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", - "task_effective_number": "PRB0000012", + "sys_updated_on": "2024-03-11 13:57:49", + "task_effective_number": "PRB0000011", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -906,7 +920,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -919,10 +932,10 @@ }, "task_fields": [ "short_description", - "urgency", - "impact", + "business_service", "description", - "assignment_group" + "assignment_group", + "impact" ], "template_record": { "active": "true", @@ -931,59 +944,71 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "Problem Solving", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Network", - "cause_notes": null, + "category": "Software", + "cause_notes": "

Siebel SFA does not support this version of Orcale

", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "WIRELESS", + "cmdb_ci": "Sales Force Automation", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", - "contact_type": null, + "confirmed_at": "2023-05-23 16:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "kept theopolity chitinized interrogatedness volcanological", + "description": "Performance of the Siebel SFA software has been severely degraded since the upgrade performed this weekend. We moved to an unsupported Oracle DB version.", "due_date": "", "duplicate_of": "", - "escalation": "Normal", + "escalation": "High", "expected_start": "", - "first_reported_by_task": "", - "fix_at": "", - "fix_by": "", + "first_reported_by_task": { + "display_value": "INC0000046", + "link": "https://dev215901.service-now.com/api/now/table/task/a9e30c7dc61122760116894de7bcc7bd" + }, + "fix_at": "2024-03-11 08:24:51", + "fix_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "

Upgrade to the latest version of Oracle

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0001000", - "opened_at": "2018-10-09 10:45:46", + "number": "PRB0000006", + "opened_at": "2023-01-24 14:07:07", "opened_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "New", - "reassignment_count": "0", - "related_incidents": "0", + "problem_state": "Fix in Progress", + "reassignment_count": "1", + "related_incidents": "2", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -991,31 +1016,34 @@ "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": "", + "rfc": { + "display_value": "CHG0000001", + "link": "https://dev215901.service-now.com/api/now/table/change_request/a9e9c33dc61122760072455df62663d2" + }, "route_reason": "", "service_offering": "", - "short_description": "oxyacid heal banat galactophagist cosmetician", + "short_description": "Can't access SFA software", "sla_due": "UNKNOWN", - "state": "New", - "subcategory": "VPN", + "state": "Fix in Progress", + "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2018-10-09 10:46:04", + "sys_created_by": "ITIL User", + "sys_created_on": "2023-01-24 14:07:07", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "9ae30b6d730123002728660c4cf6a736", - "sys_mod_count": "1", + "sys_id": "a9e4890bc6112276003d7a5a5c774a74", + "sys_mod_count": "19", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:12:14", - "task_effective_number": "PRB0001000", + "sys_updated_on": "2024-03-11 10:06:48", + "task_effective_number": "PRB0000006", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -1031,7 +1059,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1044,44 +1071,47 @@ }, "task_fields": [ "short_description", - "description", - "assignment_group", + "cmdb_ci", "impact", - "service_offering" + "business_service", + "description" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Manager", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "Problem Solving", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Hardware", - "cause_notes": "

Server does not meet minimum specs to run the meeting server

", + "calendar_duration": "16801 Days 1 Minute", + "category": "Database", + "cause_notes": null, "close_notes": "", - "closed_at": "", + "closed_at": "2023-07-24 23:08:09", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "lawson_db", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:01:22", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { - "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "millepede mixer tenebrious lathereeve lacunary", + "description": "Lawson DB seems to be running slowly. Tried several things and need to find the root cause", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1091,27 +1121,27 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "\n\t\t\t

Upgrade CPU and RAM to meet minimum specs

", + "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000106", - "opened_at": "2024-09-17 23:59:48", + "number": "PRB0000032", + "opened_at": "2023-07-24 23:06:17", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", - "priority": "2 - High", + "priority": "5 - Planning", "problem_state": "Root Cause Analysis", - "reassignment_count": "0", - "related_incidents": "0", + "reassignment_count": "1", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1122,29 +1152,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "noncarbonate interlineally vaccinial praemaxilla equipluve", + "short_description": "Lawson DB seems to be running slowly", "sla_due": "UNKNOWN", "state": "Root Cause Analysis", - "subcategory": null, + "subcategory": "Oracle", "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:01:19", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 23:07:53", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "36836028532023004247ddeeff7b12f1", - "sys_mod_count": "4", + "sys_id": "05147c3ec0a8016600da5b1a92269b3d", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-18 00:02:32", - "task_effective_number": "PRB0000106", + "sys_updated_on": "2023-07-27 23:45:53", + "task_effective_number": "PRB0000032", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "1 - High", + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -1159,7 +1189,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1172,52 +1201,52 @@ }, "task_fields": [ "short_description", - "impact", "business_service", + "cmdb_ci", "category", - "description" + "urgency" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", - "business_duration": "91 Days 8 Hours 52 Minutes", + "business_duration": "", "business_service": "", - "calendar_duration": "384 Days 6 Hours 49 Minutes", + "calendar_duration": "", "category": "Hardware", "cause_notes": null, - "close_notes": "This is a Service Catalog item request", - "closed_at": "2025-01-22 22:56:41", - "closed_by": { - "display_value": "Cathy Brown", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9404cfcd531352104d8731f0a0490e8b" - }, - "cmdb_ci": "", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Dell PERC 2", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", + "confirmed_at": "2022-11-19 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "undeliberately filicic nonportable wholesomely erythrasma", + "description": "If the shift key is not held down, the RAID enclosure does not power on.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000020", - "link": "https://dev224577.service-now.com/api/now/table/task/46edaa6aa9fe198101b9d14ced16619f" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -1231,46 +1260,46 @@ "location": "", "made_sla": "false", "major_problem": "false", - "number": "PRB0000003", - "opened_at": "2024-01-04 16:07:08", + "number": "PRB0000004", + "opened_at": "2022-11-16 16:40:42", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", + "problem_state": "New", "reassignment_count": "", - "related_incidents": "1", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Canceled", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "Senijextee lissencephalic Adapa industrialism Goop", + "short_description": "Boot with shift key held down", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "New", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "david.loo", - "sys_created_on": "2024-01-04 16:07:08", + "sys_created_by": "admin", + "sys_created_on": "2022-11-16 16:40:42", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46fb9e31a9fe198101492060c2a4f8cb", - "sys_mod_count": "8", + "sys_id": "471a5450a9fe198101f2054169e75bf4", + "sys_mod_count": "2", "sys_tags": "", - "sys_updated_by": "Rachel.Patterson.9869", - "sys_updated_on": "2025-01-23 04:40:08", - "task_effective_number": "PRB0000003", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 03:32:16", + "task_effective_number": "PRB0000004", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -1290,7 +1319,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1303,10 +1331,10 @@ }, "task_fields": [ "short_description", + "business_service", + "impact", "urgency", - "category", - "cmdb_ci", - "business_service" + "assignment_group" ], "template_record": { "active": "true", @@ -1315,24 +1343,27 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", - "cause_notes": "

Siebel SFA does not support this version of Orcale

", + "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Sales Force Automation", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-07-10 16:48:36", + "confirmed_at": "2022-11-19 15:48:36", "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": "Phone", "contract": "", @@ -1340,23 +1371,20 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "stalagmite telharmonium anion astigmatizer lymphadenitis", + "description": "subness underpilaster intergular aftertreatment landskip", "due_date": "", "duplicate_of": "", - "escalation": "High", + "escalation": "Normal", "expected_start": "", "first_reported_by_task": { - "display_value": "INC0000046", - "link": "https://dev224577.service-now.com/api/now/table/task/a9e30c7dc61122760116894de7bcc7bd" - }, - "fix_at": "2025-01-23 01:06:49", - "fix_by": { - "display_value": "Ricardo Hines", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62e12b41531752104d8731f0a0490e6c" + "display_value": "INC0000006", + "link": "https://dev215901.service-now.com/api/now/table/task/8d6246c7c0a80164012fb063cecd4ace" }, + "fix_at": "", + "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

Upgrade to the latest version of Oracle

", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -1365,18 +1393,18 @@ "location": "", "made_sla": "false", "major_problem": "false", - "number": "PRB0000006", - "opened_at": "2024-03-13 15:07:07", + "number": "PRB0000008", + "opened_at": "2022-11-16 16:06:28", "opened_by": { - "display_value": "Bow Ruggeri", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Fix in Progress", - "reassignment_count": "1", - "related_incidents": "2", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1384,30 +1412,27 @@ "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": { - "display_value": "CHG0000001", - "link": "https://dev224577.service-now.com/api/now/table/change_request/a9e9c33dc61122760072455df62663d2" - }, + "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "poluphloisboiotatotic Pertusariaceae phlegmatism thickening kittereen", + "short_description": "Hang when trying to print VISIO document", "sla_due": "UNKNOWN", - "state": "Fix in Progress", + "state": "Assess", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "ITIL User", - "sys_created_on": "2024-03-13 15:07:07", + "sys_created_by": "david.loo", + "sys_created_on": "2022-11-16 16:06:28", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "a9e4890bc6112276003d7a5a5c774a74", - "sys_mod_count": "11", + "sys_id": "46fb0230a9fe198101a23f6712475e11", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Cynthia.Butler.6562", - "sys_updated_on": "2025-01-23 04:35:11", - "task_effective_number": "PRB0000006", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 02:38:50", + "task_effective_number": "PRB0000008", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -1427,7 +1452,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1440,115 +1464,115 @@ }, "task_fields": [ "short_description", - "urgency", - "service_offering", "business_service", - "category" + "urgency", + "category", + "service_offering" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "Problem Solving", - "business_duration": "", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Software", - "cause_notes": "

Siebel SFA does not support this version of Orcale

", - "close_notes": "", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "Sales Force Automation", + "calendar_duration": "16801 Days 5 Minutes", + "category": "Hardware", + "cause_notes": "

This is a timing issue caused when you plug and unplug USB devices quickly

", + "close_notes": "OS and hardware vendor cannot find the root cause as it is intermittent. So they recommend restarting the PC", + "closed_at": "2023-08-01 00:09:20", + "closed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "cmdb_ci": "*BETH-IBM", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-07-10 16:48:36", + "confirmed_at": "2023-08-01 00:08:58", "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "cucullus grassflat ducted parvanimity osteoblastoma", + "description": "unstuffed undersharp Heterosporeae baleise piscicapture", "due_date": "", "duplicate_of": "", - "escalation": "High", + "escalation": "Normal", "expected_start": "", "first_reported_by_task": { - "display_value": "INC0000046", - "link": "https://dev224577.service-now.com/api/now/table/task/a9e30c7dc61122760116894de7bcc7bd" - }, - "fix_at": "2025-01-23 01:06:49", - "fix_by": { - "display_value": "Ricardo Hines", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62e12b41531752104d8731f0a0490e6c" + "display_value": "INC0000601", + "link": "https://dev215901.service-now.com/api/now/table/task/9e7f9864532023004247ddeeff7b121f" }, + "fix_at": "", + "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

Upgrade to the latest version of Oracle

", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "major_problem": "false", - "number": "PRB0000006", - "opened_at": "2024-03-13 15:07:07", + "number": "PRB0000109", + "opened_at": "2023-08-01 00:03:54", "opened_by": { - "display_value": "Bow Ruggeri", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Fix in Progress", - "reassignment_count": "1", - "related_incidents": "2", + "problem_state": "Closed", + "reassignment_count": "0", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Risk Accepted", "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": { - "display_value": "CHG0000001", - "link": "https://dev224577.service-now.com/api/now/table/change_request/a9e9c33dc61122760072455df62663d2" - }, + "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "fibroareolar mesnalty angellike crenelated weavement", + "short_description": "USB port has stopped working", "sla_due": "UNKNOWN", - "state": "Fix in Progress", + "state": "Closed", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "ITIL User", - "sys_created_on": "2024-03-13 15:07:07", + "sys_created_by": "admin", + "sys_created_on": "2023-08-01 00:05:42", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "a9e4890bc6112276003d7a5a5c774a74", + "sys_id": "8f74a828532023004247ddeeff7b1295", "sys_mod_count": "11", "sys_tags": "", - "sys_updated_by": "Cynthia.Butler.6562", - "sys_updated_on": "2025-01-23 04:35:11", - "task_effective_number": "PRB0000006", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 11:36:26", + "task_effective_number": "PRB0000109", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -1556,15 +1580,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": null, - "workaround_applied": "false", + "workaround": "\n\t\t\t

As this is intermittent. Restarting the PC fixes this.

", + "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1577,10 +1600,10 @@ }, "task_fields": [ "short_description", - "impact", - "description", + "business_service", "service_offering", - "business_service" + "cmdb_ci", + "assignment_group" ], "template_record": { "active": "true", @@ -1589,68 +1612,62 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", - "cause_notes": "

Siebel SFA does not support this version of Orcale

", + "cause_notes": "

Sample cause notes

", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Sales Force Automation", + "cmdb_ci": "Zoom V.92 USB Modem", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-07-10 16:48:36", - "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" - }, - "contact_type": "Phone", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "bewizard antichorus endosmosis triphibian predemand", + "description": "Issue in connecting to internet using modem.", "due_date": "", "duplicate_of": "", - "escalation": "High", + "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000046", - "link": "https://dev224577.service-now.com/api/now/table/task/a9e30c7dc61122760116894de7bcc7bd" - }, - "fix_at": "2025-01-23 01:06:49", - "fix_by": { - "display_value": "Ricardo Hines", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62e12b41531752104d8731f0a0490e6c" - }, + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

Upgrade to the latest version of Oracle

", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "major_problem": "false", - "number": "PRB0000006", - "opened_at": "2024-03-13 15:07:07", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", "opened_by": { - "display_value": "Bow Ruggeri", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Fix in Progress", - "reassignment_count": "1", - "related_incidents": "2", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1658,34 +1675,31 @@ "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": { - "display_value": "CHG0000001", - "link": "https://dev224577.service-now.com/api/now/table/change_request/a9e9c33dc61122760072455df62663d2" - }, + "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "undraperied misadvisedness fideism brittlebush furnacelike", + "short_description": "Issue in connecting to internet using modem.", "sla_due": "UNKNOWN", - "state": "Fix in Progress", + "state": "Assess", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "ITIL User", - "sys_created_on": "2024-03-13 15:07:07", + "sys_created_by": "admin", + "sys_created_on": "2018-10-07 06:07:35", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "a9e4890bc6112276003d7a5a5c774a74", - "sys_mod_count": "11", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "13", "sys_tags": "", - "sys_updated_by": "Cynthia.Butler.6562", - "sys_updated_on": "2025-01-23 04:35:11", - "task_effective_number": "PRB0000006", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 12:15:28", + "task_effective_number": "PRB0001001", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -1693,15 +1707,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": null, - "workaround_applied": "false", + "workaround": "

Sample workaround

", + "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1714,10 +1727,10 @@ }, "task_fields": [ "short_description", - "impact", - "cmdb_ci", + "urgency", "business_service", - "assignment_group" + "assignment_group", + "impact" ], "template_record": { "active": "true", @@ -1726,32 +1739,32 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Hardware", - "cause_notes": "

Unknown user changes caused performance issues

", + "category": "Network", + "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Windows", + "cmdb_ci": "WIRELESS", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:39:07", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "collotypic trophectoderm Gona coniosis Nasicornia", + "description": "Not able to connect to Wifi. Tried to connect with different devices.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1761,55 +1774,55 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

Re-imaged the laptop

", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000014", - "opened_at": "2024-10-30 10:39:07", + "number": "PRB0001002", + "opened_at": "2018-10-04 19:57:26", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Resolved", - "reassignment_count": "1", - "related_incidents": "", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Fix Applied", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "paradoxographer interwovenly stassfurtite veneer hydromancer", + "short_description": "Unable to connect to Wifi", "sla_due": "UNKNOWN", - "state": "Resolved", - "subcategory": null, + "state": "Assess", + "subcategory": "Wireless", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:55:38", + "sys_created_on": "2018-10-04 19:57:39", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "1998e51967b032004792adab9485effa", - "sys_mod_count": "3", + "sys_id": "6632130c730123002728660c4cf6a734", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:21:09", - "task_effective_number": "PRB0000014", + "sys_updated_on": "2018-12-11 23:15:46", + "task_effective_number": "PRB0001002", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1821,15 +1834,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": "

Re-imaged the laptop

", - "workaround_applied": "true", + "workaround": null, + "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1842,10 +1854,10 @@ }, "task_fields": [ "short_description", - "urgency", - "assignment_group", - "business_service", - "cmdb_ci" + "cmdb_ci", + "category", + "impact", + "assignment_group" ], "template_record": { "active": "true", @@ -1854,7 +1866,10 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Manager", + "assigned_to": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, "assignment_group": "Problem Solving", "business_duration": "", "business_service": "", @@ -1868,10 +1883,10 @@ "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-17 16:48:36", + "confirmed_at": "2023-07-31 16:48:36", "confirmed_by": { "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" }, "contact_type": "Phone", "contract": "", @@ -1879,14 +1894,14 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "nonutterance something tekya hypopepsy threadlike", + "description": "Several hours ago we experienced a flood of incidents related to various SAP applications. It has been determined that there is an outage of unknown origin. We are performing root cause analysis.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000051", - "link": "https://dev224577.service-now.com/api/now/table/task/d7158da0c0a8016700eef46c8d1f3661" + "link": "https://dev215901.service-now.com/api/now/table/task/d7158da0c0a8016700eef46c8d1f3661" }, "fix_at": "", "fix_by": "", @@ -1902,17 +1917,17 @@ "made_sla": "true", "major_problem": "false", "number": "PRB0000011", - "opened_at": "2024-09-10 21:58:15", + "opened_at": "2023-07-24 21:58:15", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "1 - Critical", "problem_state": "Root Cause Analysis", "reassignment_count": "", - "related_incidents": "8", + "related_incidents": "5", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1923,23 +1938,23 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "jeerer intercultural unannotated palpocil pinguicula", + "short_description": "Unknown source of SAP outage", "sla_due": "UNKNOWN", "state": "Root Cause Analysis", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "itil", - "sys_created_on": "2024-09-10 21:58:15", + "sys_created_on": "2023-07-24 21:58:15", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d7296d02c0a801670085e737da016e70", - "sys_mod_count": "31", + "sys_mod_count": "90", "sys_tags": "", - "sys_updated_by": "Dakota.Martinez.9660", - "sys_updated_on": "2025-01-23 06:44:11", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 13:51:30", "task_effective_number": "PRB0000011", "time_worked": "", "universal_request": "", @@ -1960,7 +1975,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1973,109 +1987,109 @@ }, "task_fields": [ "short_description", - "impact", + "business_service", "service_offering", - "cmdb_ci", - "category" + "description", + "urgency" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": null, + "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "", - "business_duration": "", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Network", - "cause_notes": null, - "close_notes": "", - "closed_at": "", + "calendar_duration": "16801 Days 1 Minute", + "category": "Software", + "cause_notes": "

Switch to IPv6 caused IP issues

", + "close_notes": "needed latest patch - after patch all is well\n\t\t", + "closed_at": "2023-07-24 22:45:58", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "EXCH-SD-05", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2023-01-07 15:48:36", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "favonian pearl sorcerous gustily indevoted", + "description": "Exchange server outage", "due_date": "", "duplicate_of": "", - "escalation": "High", + "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000001", - "link": "https://dev224577.service-now.com/api/now/table/task/9c573169c611228700193229fff72400" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "

needed latest patch - after patch all is well

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "major_problem": "false", - "number": "PRB0000007", - "opened_at": "2022-07-23 15:32:07", + "number": "PRB0000051", + "opened_at": "2023-07-24 22:44:01", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Assess", + "problem_state": "Closed", "reassignment_count": "", - "related_incidents": "4", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "sectator pycnogonidium Bangia loathly nonsynonymous", + "short_description": "Exchange server outage", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": null, + "state": "Closed", + "subcategory": "Email", "sys_class_name": "Problem", - "sys_created_by": "pat", - "sys_created_on": "2022-07-23 15:32:07", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 22:45:11", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "9d3a266ac6112287004e37fb2ceb0133", - "sys_mod_count": "16", + "sys_id": "05001913c0a8016600161851785e5219", + "sys_mod_count": "2", "sys_tags": "", - "sys_updated_by": "Richard.Bradley.4491", - "sys_updated_on": "2025-02-04 23:00:12", - "task_effective_number": "PRB0000007", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-28 02:43:10", + "task_effective_number": "PRB0000051", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -2091,7 +2105,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2104,36 +2117,39 @@ }, "task_fields": [ "short_description", - "category", + "assignment_group", + "service_offering", "business_service", - "urgency", - "service_offering" + "urgency" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", + "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Problem Manager", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Hardware", - "cause_notes": "

Server does not meet minimum specs to run the meeting server

", + "category": "Database", + "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:01:22", + "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { - "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": null, "contract": "", @@ -2141,7 +2157,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "rytidosis Proarthri nighted toughly shipment", + "description": "The PeopleSoft Oracle instance is down (again).", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -2151,27 +2167,27 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "\n\t\t\t

Upgrade CPU and RAM to meet minimum specs

", + "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0000106", - "opened_at": "2024-09-17 23:59:48", + "number": "PRB0000010", + "opened_at": "2021-06-04 15:55:28", "opened_by": { "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "2 - High", - "problem_state": "Root Cause Analysis", - "reassignment_count": "0", - "related_incidents": "0", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -2182,29 +2198,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "Loyd Quiina untile coxofemoral glycidic", + "short_description": "Oracle Down", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", - "subcategory": null, + "state": "Assess", + "subcategory": "Oracle", "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:01:19", + "sys_created_by": "pat", + "sys_created_on": "2021-06-04 15:55:28", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "36836028532023004247ddeeff7b12f1", - "sys_mod_count": "4", + "sys_id": "9d4f87a3c6112287010ed0a5ccdcba04", + "sys_mod_count": "9", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-18 00:02:32", - "task_effective_number": "PRB0000106", + "sys_updated_on": "2023-07-27 22:57:58", + "task_effective_number": "PRB0000010", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", - "urgency": "1 - High", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -2219,7 +2235,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2232,41 +2247,44 @@ }, "task_fields": [ "short_description", - "cmdb_ci", - "business_service", - "category", - "urgency" + "impact", + "description", + "service_offering", + "assignment_group" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", - "business_duration": "16801 Days", + "business_duration": "", "business_service": "", - "calendar_duration": "16801 Days 2 Minutes", - "category": "Database", - "cause_notes": "

Intermittent issue

", - "close_notes": "Intermittent issue, restarting as a workaround until this happens more frequently", - "closed_at": "2024-09-10 23:13:01", + "calendar_duration": "", + "category": "Network", + "cause_notes": null, + "close_notes": "", + "closed_at": "", "closed_by": "", - "cmdb_ci": "SAP ORA01", + "cmdb_ci": "WIRELESS", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "", "confirmed_by": "", - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "beauteousness blunthearted iridocapsulitis gersdorffite waysider", + "description": "Not able to connect to Wifi. Tried to connect with different devices.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -2285,46 +2303,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000029", - "opened_at": "2024-09-10 23:10:56", + "number": "PRB0001002", + "opened_at": "2018-10-04 19:57:26", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "", - "related_incidents": "", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Risk Accepted", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "oomancy mantlet Hispinae pneumococcous Pelargikon", + "short_description": "Unable to connect to Wifi", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": "Oracle", + "state": "Assess", + "subcategory": "Wireless", "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:12:55", + "sys_created_by": "admin", + "sys_created_on": "2018-10-04 19:57:39", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "0518c160c0a801660073dc0189282aaf", - "sys_mod_count": "3", + "sys_id": "6632130c730123002728660c4cf6a734", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:41:38", - "task_effective_number": "PRB0000029", + "sys_updated_on": "2018-12-11 23:15:46", + "task_effective_number": "PRB0001002", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -2336,15 +2354,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": "

Restarted the database

", - "workaround_applied": "true", + "workaround": null, + "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2357,10 +2374,10 @@ }, "task_fields": [ "short_description", - "cmdb_ci", + "service_offering", "urgency", - "assignment_group", - "description" + "category", + "business_service" ], "template_record": { "active": "true", @@ -2369,59 +2386,71 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Network", - "cause_notes": null, + "category": "Software", + "cause_notes": "\n\t\t\t

Corporate desktop apps do not support SP2

", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "WIRELESS", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", - "contact_type": null, + "confirmed_at": "2022-11-17 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "item quadragenarian Hordeum unclub consentaneously", + "description": "SP2 is causing several applications not to work anymore.", "due_date": "", "duplicate_of": "", - "escalation": "Normal", + "escalation": "Moderate", "expected_start": "", - "first_reported_by_task": "", - "fix_at": "", - "fix_by": "", + "first_reported_by_task": { + "display_value": "INC0000019", + "link": "https://dev215901.service-now.com/api/now/table/task/46e8219ba9fe1981013806b6e04fed06" + }, + "fix_at": "2024-03-11 09:02:28", + "fix_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "\n\t\t\t

Remove Windows XP SP2

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0001000", - "opened_at": "2018-10-09 10:45:46", + "number": "PRB0000001", + "opened_at": "2022-11-16 15:48:36", "opened_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "New", - "reassignment_count": "0", - "related_incidents": "0", + "problem_state": "Fix in Progress", + "reassignment_count": "", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -2429,31 +2458,34 @@ "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": "", + "rfc": { + "display_value": "CHG0000003", + "link": "https://dev215901.service-now.com/api/now/table/change_request/46e9b4afa9fe198101026e122b85f442" + }, "route_reason": "", "service_offering": "", - "short_description": "protoglobulose scatch sulfurate acromicria subtermarine", + "short_description": "Windows XP SP2 causing errors in Enterprise", "sla_due": "UNKNOWN", - "state": "New", - "subcategory": "VPN", + "state": "Fix in Progress", + "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2018-10-09 10:46:04", + "sys_created_on": "2022-11-16 15:48:36", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "9ae30b6d730123002728660c4cf6a736", - "sys_mod_count": "1", + "sys_id": "46eaa7c9a9fe198100bbe282da0d4b7d", + "sys_mod_count": "17", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:12:14", - "task_effective_number": "PRB0001000", + "sys_updated_on": "2024-03-11 10:05:55", + "task_effective_number": "PRB0000001", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -2469,7 +2501,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2482,9 +2513,9 @@ }, "task_fields": [ "short_description", - "description", + "business_service", + "service_offering", "category", - "impact", "assignment_group" ], "template_record": { @@ -2494,32 +2525,32 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Hardware", - "cause_notes": "

Unknown user changes caused performance issues

", + "category": "Software", + "cause_notes": "

Sample cause notes

", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Windows", + "cmdb_ci": "Zoom V.92 USB Modem", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:39:07", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "bookstack bleo coseism myomancy Chalybes", + "description": "Issue in connecting to internet using modem.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -2529,55 +2560,55 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

Re-imaged the laptop

", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000014", - "opened_at": "2024-10-30 10:39:07", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Resolved", - "reassignment_count": "1", - "related_incidents": "", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Fix Applied", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "nondiabetic vitasti semiballoon abacinate abrico", + "short_description": "Issue in connecting to internet using modem.", "sla_due": "UNKNOWN", - "state": "Resolved", + "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:55:38", + "sys_created_on": "2018-10-07 06:07:35", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "1998e51967b032004792adab9485effa", - "sys_mod_count": "3", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "15", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:21:09", - "task_effective_number": "PRB0000014", + "sys_updated_on": "2024-03-11 12:54:33", + "task_effective_number": "PRB0001001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -2589,7 +2620,7 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": "

Re-imaged the laptop

", + "workaround": "

Sample workaround

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" diff --git a/Level-5/create_user_task.json b/Level-5/create_user_task.json index d3282b35061894813a151da49a9aaef42b74685d..214d50547923b59ce0b1df35c230d6c2c31c3299 100644 --- a/Level-5/create_user_task.json +++ b/Level-5/create_user_task.json @@ -24,7 +24,7 @@ "last_name", "first_name", "email", - "active" + "department" ], "template_record": { "active": "true", @@ -32,35 +32,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME UK", + "link": "https://dev215901.service-now.com/api/now/table/core_company/a66b1fb03710200044e0bfc8bcbe5d08" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, "country": null, - "date_format": "MM-dd-yyyy", + "date_format": "dd/MM/yyyy", "default_perspective": "", - "department": "", - "email": "olivia-steven.edwards-gregory@workarena.com", + "department": "IT", + "email": "alyssa.biasotti@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "aNNBn6j8u8+6vaAFbbB1KPnMuf+rVCueL89KXOgEXw0=", - "first_name": "Olivia-Steven", - "gender": null, + "failed_attempts": "", + "first_name": "Alyssa", + "gender": "Female", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-31", - "last_login_time": "2025-01-31 04:52:45", - "last_name": "Edwards-Gregory", + "last_login": "", + "last_login_time": "", + "last_name": "Biasotti", "ldap_server": "", - "location": "", + "location": { + "display_value": "3 Whitehall Court, London", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/8225b668ac1d55eb679878e192fca315" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 758-8832", - "name": "Michael Walker", + "mobile_phone": "(514) 539-7134", + "name": "Alyssa Biasotti", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 794-4427", + "phone": "(514) 192-8860", "photo": "", "preferred_language": "English", "roles": "", @@ -70,21 +78,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-31 04:52:41", + "sys_created_on": "2012-02-17 19:04:52", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "6803a5bb539f56104d8731f0a0490ecd", - "sys_mod_count": "1", + "sys_id": "2e826bf03710200044e0bfc8bcbe5de0", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-31 04:52:50", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:08", "time_format": null, "time_zone": "Europe/Madrid", - "title": "undermate hexosaminic convergency beng circumrotatory", - "user_name": "1770102022986094081", + "title": "Brahmic unhaggling unwiseness cobloaf teratological", + "user_name": "-7891137214368848137", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -116,7 +124,7 @@ "last_name", "first_name", "email", - "locked_out" + "web_service_access_only" ], "template_record": { "active": "true", @@ -124,35 +132,46 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Customer Support", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/91e8bbf43710200044e0bfc8bcbe5daa" + }, "country": null, - "date_format": "MM-dd-yyyy", + "date_format": "dd-MM-yyyy", "default_perspective": "", - "department": "", - "email": "katie-dwayne.harrison-rivera@workarena.com", + "department": "Customer Support", + "email": "jacinto.gawron@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "f6YeqkaM9MLQ3P0mpcXdNZGQA3iH/thGw36RKJhK2hs=", - "first_name": "Katie-Dwayne", - "gender": null, + "failed_attempts": "", + "first_name": "Jacinto", + "gender": "Male", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-02-03", - "last_login_time": "2025-02-03 09:16:26", - "last_name": "Harrison-Rivera", + "last_login": "", + "last_login_time": "", + "last_name": "Gawron", "ldap_server": "", - "location": "", + "location": { + "display_value": "8306 Mills Drive, Miami,FL", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25ab93750a0a0bb30067bd2ef3d4a5c9" + }, "locked_out": "false", - "manager": "", + "manager": { + "display_value": "Bridget Knightly", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/06826bf03710200044e0bfc8bcbe5d93" + }, "middle_name": "", - "mobile_phone": "(514) 974-4318", - "name": "Ashley Ramirez", + "mobile_phone": "(514) 630-4602", + "name": "Jacinto Gawron", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 762-6712", + "phone": "(514) 755-4650", "photo": "", "preferred_language": "English", "roles": "", @@ -162,21 +181,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-02-03 09:16:21", + "sys_created_on": "2012-02-17 19:04:50", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "102cbd7c53275e104d8731f0a0490e96", - "sys_mod_count": "1", + "sys_id": "02826bf03710200044e0bfc8bcbe5d76", + "sys_mod_count": "7", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-02-03 09:16:31", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:07", "time_format": null, - "time_zone": "Europe/Madrid", - "title": "anthophyllite egoistically numismatologist gullibility scrat", - "user_name": "571489110468601223", + "time_zone": "Europe/Copenhagen", + "title": "unseptated phanerogenetic moorfowl hyperdulic abuse", + "user_name": "-294086439427940814", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -208,7 +227,7 @@ "last_name", "first_name", "email", - "internal_integration_user" + "preferred_language" ], "template_record": { "active": "true", @@ -216,35 +235,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME Czech Republic", + "link": "https://dev215901.service-now.com/api/now/table/core_company/4b7d13f03710200044e0bfc8bcbe5db6" + }, + "cost_center": { + "display_value": "Finance", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d01546c0a80a6403e18b82250c80a1" + }, "country": null, - "date_format": "yyyy-MM-dd", + "date_format": "dd-MM-yyyy", "default_perspective": "", - "department": "", - "email": "michael-amy.lowe-fitzgerald@workarena.com", + "department": "Finance", + "email": "sybil.marmerchant@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "CutozNxVCz57W0mVVpSFqdxGHTppCEMmIg2pnD20OtY=", - "first_name": "Michael-Amy", - "gender": null, + "failed_attempts": "", + "first_name": "Sybil", + "gender": "Female", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-31", - "last_login_time": "2025-01-31 10:20:08", - "last_name": "Lowe-Fitzgerald", + "last_login": "", + "last_login_time": "", + "last_name": "Marmerchant", "ldap_server": "", - "location": "", + "location": { + "display_value": "Karmelitska 2, Lesser Town, Prague", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/24018ca93790200044e0bfc8bcbe5d32" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 654-9557", - "name": "Terri Marsh", + "mobile_phone": "(514) 899-7485", + "name": "Sybil Marmerchant", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 684-5591", + "phone": "(514) 504-4883", "photo": "", "preferred_language": "English", "roles": "", @@ -254,21 +281,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-31 10:20:04", + "sys_created_on": "2012-02-17 19:04:50", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "0cfdeabf53df96104d8731f0a0490e6d", - "sys_mod_count": "1", + "sys_id": "8e826bf03710200044e0bfc8bcbe5d8f", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-31 10:20:13", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:10", "time_format": null, - "time_zone": "Europe/Copenhagen", - "title": "predecide naker satanical Iguvine acauline", - "user_name": "5387648070780236913", + "time_zone": "Europe/Berlin", + "title": "Opisthognathidae charette connature trophozooid unadaptable", + "user_name": "106006746238547731", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -300,7 +327,7 @@ "last_name", "first_name", "email", - "preferred_language" + "department" ], "template_record": { "active": "true", @@ -308,35 +335,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, "country": null, - "date_format": "MM-dd-yyyy", + "date_format": "dd/MM/yyyy", "default_perspective": "", - "department": "", - "email": "paul-howard.carter-cox@workarena.com", + "department": "Sales", + "email": "davis.brevard@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "gMrdTE/3ZJWCdkPrhB9225A+K6plS+lqtf7f+aAtKSo=", - "first_name": "Paul-Howard", - "gender": null, + "failed_attempts": "", + "first_name": "Davis", + "gender": "Male", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-26", - "last_login_time": "2025-01-26 14:34:04", - "last_name": "Carter-Cox", + "last_login": "", + "last_login_time": "", + "last_name": "Brevard", "ldap_server": "", - "location": "", + "location": { + "display_value": "3740 Greenbriar Street, Houston,TX", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25aba4410a0a0bb300378d0ce7f4fce9" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 671-8896", - "name": "Carlos Castaneda", + "mobile_phone": "(514) 171-3820", + "name": "Davis Brevard", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 621-6165", + "phone": "(514) 683-2406", "photo": "", "preferred_language": "English", "roles": "", @@ -346,21 +381,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-26 14:34:00", + "sys_created_on": "2012-02-17 19:04:53", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "1b18fd9e539312104d8731f0a0490e93", - "sys_mod_count": "0", + "sys_id": "be82abf03710200044e0bfc8bcbe5d25", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2025-01-26 14:34:00", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:11", "time_format": null, - "time_zone": "US/Central", - "title": "untheoretic syncategorematic Momus taha goety", - "user_name": "2978887631666356109", + "time_zone": "Europe/Berlin", + "title": "bandstring unhusked elmy sarsaparillin Ptolemaist", + "user_name": "3568858156822552809", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -392,7 +427,7 @@ "last_name", "first_name", "email", - "web_service_access_only" + "calendar_integration" ], "template_record": { "active": "true", @@ -400,35 +435,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME France", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fbfe03ac1d55eb286d832de58ae1fd" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, "country": null, "date_format": "yyyy-MM-dd", "default_perspective": "", - "department": "", - "email": "melissa-margaret.clarke-gomez@workarena.com", + "department": "Sales", + "email": "reina.wolchesky@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "wf4wSCGWZtvQVYgdhH0XfGPrmDDpkCeehyNHCq92Mkk=", - "first_name": "Melissa-Margaret", - "gender": null, + "failed_attempts": "", + "first_name": "Reina", + "gender": "Female", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-02-04", - "last_login_time": "2025-02-03 17:39:51", - "last_name": "Clarke-Gomez", + "last_login": "", + "last_login_time": "", + "last_name": "Wolchesky", "ldap_server": "", - "location": "", + "location": { + "display_value": "27, Boulevard Vitton, Paris", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/8226baa4ac1d55eb40eb653c02649519" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 305-4705", - "name": "Cindy Hendrix", + "mobile_phone": "(514) 927-2374", + "name": "Reina Wolchesky", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 183-1243", + "phone": "(514) 128-1543", "photo": "", "preferred_language": "English", "roles": "", @@ -438,21 +481,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-02-03 17:39:47", + "sys_created_on": "2012-02-17 19:04:52", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "225fef3453e3de104d8731f0a0490e76", - "sys_mod_count": "0", + "sys_id": "7a826bf03710200044e0bfc8bcbe5dfe", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2025-02-03 17:39:47", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:09", "time_format": null, - "time_zone": "Europe/Stockholm", - "title": "stairwise huthold extubation halakic berycine", - "user_name": "6930754529951105537", + "time_zone": "US/Central", + "title": "blithelike enlarged prepledge postparotid exiler", + "user_name": "3560858517869125569", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -484,7 +527,7 @@ "last_name", "first_name", "email", - "web_service_access_only" + "title" ], "template_record": { "active": "true", @@ -492,35 +535,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME South America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/227cdfb03710200044e0bfc8bcbe5d6b" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, "country": null, - "date_format": "dd.MM.yyyy", + "date_format": "dd-MM-yyyy", "default_perspective": "", - "department": "", - "email": "nicholas-andrea.espinoza-greene@workarena.com", + "department": "IT", + "email": "lizzie.torregrossa@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "qjVURr6l4CpItzLNZ7cA4/L/c/C4eeMWiwVuiH8b4Aw=", - "first_name": "Nicholas-Andrea", - "gender": null, + "failed_attempts": "", + "first_name": "Lizzie", + "gender": "Female", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-31", - "last_login_time": "2025-01-31 07:34:10", - "last_name": "Espinoza-Greene", + "last_login": "", + "last_login_time": "", + "last_name": "Torregrossa", "ldap_server": "", - "location": "", + "location": { + "display_value": "SHS quadra 5, Bloco E., Brasilia", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25b3d04b0a0a0bb300176b546c22db27" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 853-6322", - "name": "Steven Grimes", + "mobile_phone": "(514) 921-9795", + "name": "Lizzie Torregrossa", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 764-1244", + "phone": "(514) 780-6232", "photo": "", "preferred_language": "English", "roles": "", @@ -530,21 +581,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-31 07:34:06", + "sys_created_on": "2012-02-17 19:04:52", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "09f78e73535b96104d8731f0a0490e9f", - "sys_mod_count": "1", + "sys_id": "ee826bf03710200044e0bfc8bcbe5dd4", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-31 07:34:15", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:12", "time_format": null, - "time_zone": "US/Central", - "title": "brant footwork cowherd sterilisable sulphonphthalein", - "user_name": "3131834702038562222", + "time_zone": "Canada/Mountain", + "title": "surbased Alioth uprise fluke accusive", + "user_name": "-2691962703094868392", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -576,7 +627,7 @@ "last_name", "first_name", "email", - "active" + "department" ], "template_record": { "active": "true", @@ -584,35 +635,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME South America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/227cdfb03710200044e0bfc8bcbe5d6b" + }, + "cost_center": { + "display_value": "Customer Support", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/91e8bbf43710200044e0bfc8bcbe5daa" + }, "country": null, - "date_format": "yyyy-MM-dd", + "date_format": "dd-MM-yyyy", "default_perspective": "", - "department": "", - "email": "stephanie-richard.rojas-quinn@workarena.com", + "department": "Customer Support", + "email": "laurie.bibbs@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "lc5iHj5jagp7OwpeQFPzpQOW4Mha9X5SHaFlCC3JyfA=", - "first_name": "Stephanie-Richard", - "gender": null, + "failed_attempts": "", + "first_name": "Laurie", + "gender": "Female", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-02-04", - "last_login_time": "2025-02-03 19:11:16", - "last_name": "Rojas-Quinn", + "last_login": "", + "last_login_time": "", + "last_name": "Bibbs", "ldap_server": "", - "location": "", + "location": { + "display_value": "Carrera 54 No. 49 - 31, Medellin", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25b672780a0a0bb30090fae60e51bd31" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 705-6967", - "name": "Lance Ford", + "mobile_phone": "(514) 422-7609", + "name": "Laurie Bibbs", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 919-8988", + "phone": "(514) 526-5041", "photo": "", "preferred_language": "English", "roles": "", @@ -622,21 +681,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-02-03 19:11:12", + "sys_created_on": "2012-02-17 19:04:49", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "35440cc953abde104d8731f0a0490e67", - "sys_mod_count": "1", + "sys_id": "c6826bf03710200044e0bfc8bcbe5d47", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-02-03 19:11:21", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:11", "time_format": null, - "time_zone": "Canada/Mountain", - "title": "bult electrizer boma bathing thinglet", - "user_name": "5315168544874166875", + "time_zone": "Europe/Dublin", + "title": "momently Isatis Eteoclus tabuliform nonciliate", + "user_name": "5816752899703348453", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -668,7 +727,7 @@ "last_name", "first_name", "email", - "web_service_access_only" + "title" ], "template_record": { "active": "true", @@ -676,35 +735,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, "country": null, - "date_format": "yyyy-MM-dd", + "date_format": "dd-MM-yyyy", "default_perspective": "", - "department": "", - "email": "cynthia-jennifer.williams-reed@workarena.com", + "department": "Sales", + "email": "cristina.sharper@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "z1SuapN0MG/jKWOVfqrW8VphOdEbYplKiHg1MBUFFTw=", - "first_name": "Cynthia-Jennifer", - "gender": null, + "failed_attempts": "", + "first_name": "Cristina", + "gender": "Female", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-02-03", - "last_login_time": "2025-02-03 15:50:17", - "last_name": "Williams-Reed", + "last_login": "", + "last_login_time": "", + "last_name": "Sharper", "ldap_server": "", - "location": "", + "location": { + "display_value": "601 College Street, Clarksville,TN", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25aba1280a0a0bb30065dd039cf9d690" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 733-8110", - "name": "John Gentry", + "mobile_phone": "(514) 250-1790", + "name": "Cristina Sharper", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 184-9973", + "phone": "(514) 725-6425", "photo": "", "preferred_language": "English", "roles": "", @@ -714,21 +781,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-02-03 15:50:13", + "sys_created_on": "2012-02-17 19:04:53", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "21461b7c53ab9e104d8731f0a0490eaa", - "sys_mod_count": "1", + "sys_id": "f682abf03710200044e0bfc8bcbe5d26", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-02-03 15:50:22", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:12", "time_format": null, - "time_zone": "US/Eastern", - "title": "cacozeal allokinesis threatful protectional bullwhip", - "user_name": "4869922548910746733", + "time_zone": "US/Hawaii", + "title": "crumbly solstice transcension tonotactic chymosin", + "user_name": "-6988948170505305878", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -760,7 +827,7 @@ "last_name", "first_name", "email", - "calendar_integration" + "internal_integration_user" ], "template_record": { "active": "true", @@ -771,32 +838,31 @@ "company": "", "cost_center": "", "country": null, - "date_format": "dd/MM/yyyy", + "date_format": "dd.MM.yyyy", "default_perspective": "", "department": "", - "email": "eric-rebecca.malone-daniel@workarena.com", + "email": "george.washington@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "y5sK71FTL8C5OL38fDPBH/xKlWm9Ljp+CyKBIp9bPvA=", - "first_name": "Eric-Rebecca", + "failed_attempts": "", + "first_name": "George", "gender": null, "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-30", - "last_login_time": "2025-01-30 09:20:02", - "last_name": "Malone-Daniel", + "last_login": "", + "last_login_time": "", + "last_name": "Washington", "ldap_server": "", "location": "", "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 231-4783", - "name": "Eric Moran", + "mobile_phone": "(555) 555-0001", + "name": "George Washington", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 716-6142", + "phone": "(514) 153-8657", "photo": "", "preferred_language": "English", "roles": "", @@ -806,21 +872,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-30 09:19:57", + "sys_created_on": "2013-07-23 17:12:31", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "3996ddab539b92104d8731f0a0490e4f", - "sys_mod_count": "1", + "sys_id": "67484bb0eb32010045e1a5115206fee6", + "sys_mod_count": "2", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-30 09:20:06", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:09", "time_format": null, - "time_zone": "US/Eastern", - "title": "innervational entocarotid attribute crawlerize natricine", - "user_name": "7745852570897653722", + "time_zone": "Europe/Copenhagen", + "title": "sawway thingy fibromyxoma Oscan plethysmograph", + "user_name": "-552903247299974903", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -852,7 +918,7 @@ "last_name", "first_name", "email", - "internal_integration_user" + "department" ], "template_record": { "active": "true", @@ -860,35 +926,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME Australia", + "link": "https://dev215901.service-now.com/api/now/table/core_company/df7d53303710200044e0bfc8bcbe5dac" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, "country": null, - "date_format": "dd-MM-yyyy", + "date_format": "yyyy-MM-dd", "default_perspective": "", - "department": "", - "email": "michele-william.olson-griffin@workarena.com", + "department": "Sales", + "email": "leif.bachta@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "+zMKF2s63ToKf1yMWWGXpOZYYRllzUstFWtGPJezH1E=", - "first_name": "Michele-William", - "gender": null, + "failed_attempts": "", + "first_name": "Leif", + "gender": "Male", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-31", - "last_login_time": "2025-01-31 01:12:12", - "last_name": "Olson-Griffin", + "last_login": "", + "last_login_time": "", + "last_name": "Bachta", "ldap_server": "", - "location": "", + "location": { + "display_value": "140 George Street, Sydney", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/57fd7b993790200044e0bfc8bcbe5d19" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 245-9314", - "name": "Stephanie Shaw", + "mobile_phone": "(514) 906-6185", + "name": "Leif Bachta", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 539-7134", + "phone": "(514) 809-2527", "photo": "", "preferred_language": "English", "roles": "", @@ -898,21 +972,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-31 01:12:08", + "sys_created_on": "2012-02-17 19:04:53", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "35803c3f53df16104d8731f0a0490e8a", - "sys_mod_count": "0", + "sys_id": "b682abf03710200044e0bfc8bcbe5d2a", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2025-01-31 01:12:08", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:11", "time_format": null, - "time_zone": "US/Eastern", - "title": "generalist biarcuate nidulate overdilution Architeuthis", - "user_name": "5524333523351966358", + "time_zone": "Europe/Stockholm", + "title": "Stilton hepatostomy sorner basilicon merogony", + "user_name": "-495380798957652583", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -944,7 +1018,7 @@ "last_name", "first_name", "email", - "locked_out" + "internal_integration_user" ], "template_record": { "active": "true", @@ -958,29 +1032,28 @@ "date_format": "dd.MM.yyyy", "default_perspective": "", "department": "", - "email": "thomas-brian.daniels-moreno@workarena.com", + "email": "thomas.jefferson@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "b3pZHkBrgj/+ZAyRkLuIrsmQCm36fA5YPR+ccnG1FXQ=", - "first_name": "Thomas-Brian", + "failed_attempts": "", + "first_name": "Thomas", "gender": null, "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-30", - "last_login_time": "2025-01-29 21:37:14", - "last_name": "Daniels-Moreno", + "last_login": "", + "last_login_time": "", + "last_name": "Jefferson", "ldap_server": "", "location": "", "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 413-7396", - "name": "Richard Mason", + "mobile_phone": "(555) 555-0003", + "name": "Thomas Jefferson", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 260-5555", + "phone": "(514) 574-5871", "photo": "", "preferred_language": "English", "roles": "", @@ -990,21 +1063,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-29 21:37:10", + "sys_created_on": "2013-07-23 17:07:49", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "07b5ba17535352104d8731f0a0490ed1", - "sys_mod_count": "1", + "sys_id": "2428c7f0eb32010045e1a5115206feb8", + "sys_mod_count": "3", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-29 21:37:19", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:08", "time_format": null, - "time_zone": "US/Eastern", - "title": "economical disseminator weaponed Angeronalia fattish", - "user_name": "262519716063946906", + "time_zone": "Europe/Amsterdam", + "title": "aftervision tearproof unmarginated hippophagistical retrofle", + "user_name": "5586245882940220580", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -1044,35 +1117,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME France", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fbfe03ac1d55eb286d832de58ae1fd" + }, + "cost_center": { + "display_value": "Customer Support", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/91e8bbf43710200044e0bfc8bcbe5daa" + }, "country": null, - "date_format": "MM-dd-yyyy", + "date_format": "dd/MM/yyyy", "default_perspective": "", - "department": "", - "email": "michelle-levi.cortez-boyle@workarena.com", + "department": "Customer Support", + "email": "lyman.whittley@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "9JD56Zr6UoJGKgAMPbbgHux7CLBr49wNaJ1kFw3ux48=", - "first_name": "Michelle-Levi", - "gender": null, + "failed_attempts": "", + "first_name": "Lyman", + "gender": "Male", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-31", - "last_login_time": "2025-01-31 06:24:39", - "last_name": "Cortez-Boyle", + "last_login": "", + "last_login_time": "", + "last_name": "Whittley", "ldap_server": "", - "location": "", + "location": { + "display_value": "27, Boulevard Vitton, Paris", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/8226baa4ac1d55eb40eb653c02649519" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 340-8884", - "name": "Amber Sims", + "mobile_phone": "(514) 833-4412", + "name": "Lyman Whittley", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 232-7948", + "phone": "(514) 503-1907", "photo": "", "preferred_language": "English", "roles": "", @@ -1082,21 +1163,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-31 06:24:35", + "sys_created_on": "2012-02-17 19:04:49", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "6208317b531796104d8731f0a0490e4d", - "sys_mod_count": "1", + "sys_id": "b9826bf03710200044e0bfc8bcbe5d29", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-31 06:24:44", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:11", "time_format": null, - "time_zone": "US/Hawaii", - "title": "either Dromaeognathae myelin ngaio glycogenous", - "user_name": "5700203584892384873", + "time_zone": "Europe/Copenhagen", + "title": "tussocker aquatically impersonative unreelable assertively", + "user_name": "-2347703282121576942", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -1128,7 +1209,7 @@ "last_name", "first_name", "email", - "calendar_integration" + "title" ], "template_record": { "active": "true", @@ -1136,35 +1217,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, "country": null, "date_format": "dd-MM-yyyy", "default_perspective": "", - "department": "", - "email": "brendan-rachel.ward-escobar@workarena.com", + "department": "IT", + "email": "kyle.lindauer@example.com", "employee_number": "", "enable_multifactor_authn": "false", "failed_attempts": "", - "federated_id": "E/RD4y2By3pyf+JbFyALQ6spcL03B4Lo/DGuLKLByAI=", - "first_name": "Brendan-Rachel", - "gender": null, + "first_name": "Kyle", + "gender": "Male", "home_phone": "", "internal_integration_user": "false", "introduction": null, "last_login": "", "last_login_time": "", - "last_name": "Ward-Escobar", + "last_name": "Lindauer", "ldap_server": "", - "location": "", + "location": { + "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 520-3537", - "name": "Joel Woods", + "mobile_phone": "(514) 617-2687", + "name": "Kyle Lindauer", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 449-1330", + "phone": "(514) 959-3928", "photo": "", "preferred_language": "English", "roles": "", @@ -1174,21 +1263,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-27 19:28:32", + "sys_created_on": "2012-02-17 19:04:51", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "53150c36531712104d8731f0a0490ee7", - "sys_mod_count": "0", + "sys_id": "12826bf03710200044e0bfc8bcbe5dc3", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2025-01-27 19:28:32", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:07", "time_format": null, - "time_zone": "Europe/Brussels", - "title": "mononaphthalene tabidly spheration ploverlike schoolkeeping", - "user_name": "7038288716232412771", + "time_zone": "Europe/Stockholm", + "title": "fora beautihood nonemotional fibroareolar organicism", + "user_name": "982904963548524439", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -1220,7 +1309,7 @@ "last_name", "first_name", "email", - "internal_integration_user" + "title" ], "template_record": { "active": "true", @@ -1228,35 +1317,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME UK", + "link": "https://dev215901.service-now.com/api/now/table/core_company/a66b1fb03710200044e0bfc8bcbe5d08" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, "country": null, - "date_format": "MM-dd-yyyy", + "date_format": "yyyy-MM-dd", "default_perspective": "", - "department": "", - "email": "stephen-james.jenkins-mitchell@workarena.com", + "department": "Sales", + "email": "hannah.facio@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "cOKSx7VyHhdoPJ6iTcGYW0rjqNaCckQoM3qoEVHyhgA=", - "first_name": "Stephen-James", - "gender": null, + "failed_attempts": "", + "first_name": "Hannah", + "gender": "Female", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-24", - "last_login_time": "2025-01-23 18:07:18", - "last_name": "Jenkins-Mitchell", + "last_login": "", + "last_login_time": "", + "last_name": "Facio", "ldap_server": "", - "location": "", + "location": { + "display_value": "Paradise Road, Richmond, London", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/dbf58f340a0a0a6500642f419a24109d" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 738-4230", - "name": "Christina White", + "mobile_phone": "(514) 464-8996", + "name": "Hannah Facio", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 296-6230", + "phone": "(514) 707-9550", "photo": "", "preferred_language": "English", "roles": "", @@ -1266,21 +1363,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-23 18:07:13", + "sys_created_on": "2012-02-17 19:04:53", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "4d2c43d5531b92104d8731f0a0490e92", - "sys_mod_count": "1", + "sys_id": "3a82abf03710200044e0bfc8bcbe5d19", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-23 18:07:27", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:08", "time_format": null, "time_zone": "Europe/Berlin", - "title": "scudder nonreservation poroporo backrun cathodic", - "user_name": "2460074503435848656", + "title": "outrelief plowwoman pubic suovetaurilia galvanography", + "user_name": "3685465376020974907", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -1312,43 +1409,51 @@ "last_name", "first_name", "email", - "web_service_access_only" + "password_needs_reset" ], "template_record": { "active": "true", - "avatar": "", + "avatar": "247404d8c3222010ae17dd981840dd8b.iix", "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME China", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fdf9ebac1d55eb4cb89f136a082555" + }, + "cost_center": { + "display_value": "Customer Support", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/91e8bbf43710200044e0bfc8bcbe5daa" + }, "country": null, - "date_format": "dd/MM/yyyy", + "date_format": "dd-MM-yyyy", "default_perspective": "", - "department": "", - "email": "samuel-cheryl.pearson-bishop@workarena.com", + "department": "Customer Support", + "email": "mara.rineheart@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "AT/MQe4TA1Pfyom7+LlaWC/hj5YCGTWoexVyk9zVais=", - "first_name": "Samuel-Cheryl", - "gender": null, + "failed_attempts": "", + "first_name": "Mara", + "gender": "Female", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-02-03", - "last_login_time": "2025-02-03 14:54:21", - "last_name": "Pearson-Bishop", + "last_login": "", + "last_login_time": "", + "last_name": "Rineheart", "ldap_server": "", - "location": "", + "location": { + "display_value": "2500 West Daming Road, Shanghai", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/8201c34fac1d55eb36e59da730b7d035" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 300-8372", - "name": "Shane Boyd", + "mobile_phone": "(514) 649-7277", + "name": "Mara Rineheart", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 788-2192", + "phone": "(514) 388-4945", "photo": "", "preferred_language": "English", "roles": "", @@ -1358,21 +1463,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-02-03 14:54:16", + "sys_created_on": "2012-02-17 19:04:49", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "067903f0532b9e104d8731f0a0490e16", - "sys_mod_count": "0", + "sys_id": "71826bf03710200044e0bfc8bcbe5d20", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2025-02-03 14:54:16", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:09", "time_format": null, - "time_zone": "US/Mountain", - "title": "miscompute soldo machinism goodhearted diaminogen", - "user_name": "456632356782712307", + "time_zone": "Canada/Eastern", + "title": "dejeune cosmesis hoped scroggy redifferentiate", + "user_name": "5273114712851283200", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -1404,11 +1509,11 @@ "last_name", "first_name", "email", - "mobile_phone" + "internal_integration_user" ], "template_record": { "active": "true", - "avatar": "", + "avatar": "6efe4d3c534360100999ddeeff7b1241.iix", "building": "", "calendar_integration": "Outlook", "city": "", @@ -1417,30 +1522,29 @@ "country": null, "date_format": "MM-dd-yyyy", "default_perspective": "", - "department": "", - "email": "samuel-david.green-miller@workarena.com", + "department": "Development", + "email": "Antony.Alldis@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "fW4GNq0Y0PrRXNHlnFk5a5lpvQB/QfXPK8UYOKMCMew=", - "first_name": "Samuel-David", + "failed_attempts": "", + "first_name": "Antony", "gender": null, "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-30", - "last_login_time": "2025-01-30 08:47:44", - "last_name": "Green-Miller", + "last_login": "", + "last_login_time": "", + "last_name": "Alldis", "ldap_server": "", "location": "", "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 660-3850", - "name": "Tiffany Taylor", + "mobile_phone": "(514) 617-7932", + "name": "Antony Alldis", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 421-8733", + "phone": "(514) 359-6533", "photo": "", "preferred_language": "English", "roles": "", @@ -1450,21 +1554,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-30 08:47:40", + "sys_created_on": "2021-03-19 08:41:17", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "413fc127531b92104d8731f0a0490efe", - "sys_mod_count": "1", + "sys_id": "712150f4530360100999ddeeff7b1227", + "sys_mod_count": "3", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-30 08:47:49", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:09", "time_format": null, - "time_zone": "Europe/Dublin", - "title": "uncostly insufficiency bronchiolitis autem stercorous", - "user_name": "5779552696135232201", + "time_zone": "Canada/Eastern", + "title": "Senior Developer", + "user_name": "7736117262890617559", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -1496,7 +1600,7 @@ "last_name", "first_name", "email", - "title" + "preferred_language" ], "template_record": { "active": "true", @@ -1505,43 +1609,42 @@ "calendar_integration": "Outlook", "city": "", "company": { - "display_value": "ACME Germany", - "link": "https://dev224577.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + "display_value": "ACME UK", + "link": "https://dev215901.service-now.com/api/now/table/core_company/a66b1fb03710200044e0bfc8bcbe5d08" }, "cost_center": { - "display_value": "IT", - "link": "https://dev224577.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" }, "country": null, - "date_format": "dd-MM-yyyy", + "date_format": "MM-dd-yyyy", "default_perspective": "", - "department": "IT", - "email": "susan-bobby.jones-ortiz@workarena.com", + "department": "Sales", + "email": "davin.czukowski@example.com", "employee_number": "", "enable_multifactor_authn": "false", "failed_attempts": "", - "federated_id": "GXY0Pmk+vE2x3BBz0w+lDOeR7QKdZ54q/of2Z4B6vqY=", - "first_name": "Susan-Bobby", + "first_name": "Davin", "gender": "Male", "home_phone": "", "internal_integration_user": "false", "introduction": null, "last_login": "", "last_login_time": "", - "last_name": "Jones-Ortiz", + "last_name": "Czukowski", "ldap_server": "", "location": { - "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc" + "display_value": "Paradise Road, Richmond, London", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/dbf58f340a0a0a6500642f419a24109d" }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 630-4602", - "name": "Antony Thierauf", + "mobile_phone": "(514) 190-5870", + "name": "Davin Czukowski", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 642-4650", + "phone": "(514) 290-9513", "photo": "", "preferred_language": "English", "roles": "", @@ -1550,22 +1653,22 @@ "state": "", "street": "", "sys_class_name": "User", - "sys_created_by": "admin", - "sys_created_on": "2012-02-17 19:04:51", + "sys_created_by": "glide.maint", + "sys_created_on": "2008-01-13 13:01:26", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "1e826bf03710200044e0bfc8bcbe5dc9", - "sys_mod_count": "5", + "sys_id": "5f64f1dac0a8010e0020272962540240", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "developer.program.hop@snc", - "sys_updated_on": "2025-01-20 07:51:42", + "sys_updated_on": "2024-03-09 12:33:09", "time_format": null, - "time_zone": "Europe/Zurich", - "title": "lakelander pericardiotomy Gillian glisk Cumbrian", - "user_name": "5422947724797339003", + "time_zone": "US/Arizona", + "title": "Director Sales East", + "user_name": "7874319719895798022", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -1597,7 +1700,7 @@ "last_name", "first_name", "email", - "active" + "calendar_integration" ], "template_record": { "active": "true", @@ -1605,35 +1708,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, "country": null, "date_format": "dd.MM.yyyy", "default_perspective": "", - "department": "", - "email": "kayla-brittany.duarte-moore@workarena.com", + "department": "IT", + "email": "gale.nolau@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "vVWCg+IhDBO7h7y7nwUfYYT/aRYnuAF93OtFkKDpYik=", - "first_name": "Kayla-Brittany", - "gender": null, + "failed_attempts": "", + "first_name": "Gale", + "gender": "Female", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-02-04", - "last_login_time": "2025-02-04 13:57:12", - "last_name": "Duarte-Moore", + "last_login": "", + "last_login_time": "", + "last_name": "Nolau", "ldap_server": "", - "location": "", + "location": { + "display_value": "5220 Jimmy Lee Smith Parkway, Hiram,GA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25ab97000a0a0bb3008459addcc232f9" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 704-8496", - "name": "Lisa Sims", + "mobile_phone": "(514) 995-8347", + "name": "Gale Nolau", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 968-4471", + "phone": "(514) 229-7466", "photo": "", "preferred_language": "English", "roles": "", @@ -1643,21 +1754,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-02-04 13:57:08", + "sys_created_on": "2012-02-17 19:04:52", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "3ef5c01953e752504d8731f0a0490e98", - "sys_mod_count": "1", + "sys_id": "6a826bf03710200044e0bfc8bcbe5de3", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-02-04 13:57:17", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:09", "time_format": null, - "time_zone": "Europe/Berlin", - "title": "synoptically dummyweed poinder preprophetic megalohepatia", - "user_name": "7504528583144096670", + "time_zone": "Europe/Amsterdam", + "title": "outkitchen crunchingly Lucania cytoclastic receivability", + "user_name": "-9049269977989194817", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -1689,7 +1800,7 @@ "last_name", "first_name", "email", - "web_service_access_only" + "mobile_phone" ], "template_record": { "active": "true", @@ -1697,35 +1808,43 @@ "building": "", "calendar_integration": "Outlook", "city": "", - "company": "", - "cost_center": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, "country": null, - "date_format": "dd.MM.yyyy", + "date_format": "yyyy-MM-dd", "default_perspective": "", - "department": "", - "email": "alexander-jill.kelly-washington@workarena.com", + "department": "Sales", + "email": "phil.hendrie@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "AIi8AyPmvYZZee01mbqsZduqc+KeRUs4kn8vyMtuNaw=", - "first_name": "Alexander-Jill", - "gender": null, + "failed_attempts": "", + "first_name": "Phil", + "gender": "Male", "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-01-29", - "last_login_time": "2025-01-29 09:33:32", - "last_name": "Kelly-Washington", + "last_login": "", + "last_login_time": "", + "last_name": "Hendrie", "ldap_server": "", - "location": "", + "location": { + "display_value": "322 West 52nd Street, New York,NY", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25ab9f690a0a0bb3001c5fec1d0d7bcb" + }, "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 607-5614", - "name": "Paul Buckley", - "notification": "Enable", + "mobile_phone": "(514) 471-5352", + "name": "Phil Hendrie", + "notification": "Disable", "password_needs_reset": "false", - "phone": "(514) 420-6118", + "phone": "(514) 370-8177", "photo": "", "preferred_language": "English", "roles": "", @@ -1734,22 +1853,22 @@ "state": "", "street": "", "sys_class_name": "User", - "sys_created_by": "admin", - "sys_created_on": "2025-01-29 09:33:27", + "sys_created_by": "system", + "sys_created_on": "2007-08-12 15:51:35", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "06105c9353d312104d8731f0a0490e3d", - "sys_mod_count": "1", + "sys_id": "46b673a6a9fe19810007ab03cbd5849d", + "sys_mod_count": "11", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-29 09:33:37", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:08", "time_format": null, - "time_zone": "Europe/London", - "title": "commensurable growse scouring nonrustable pseudoclerical", - "user_name": "7189601690708883243", + "time_zone": "Europe/Copenhagen", + "title": "Inside Sales", + "user_name": "-190347281809458023", "user_password": "********", "vip": "false", "web_service_access_only": "false", @@ -1781,11 +1900,11 @@ "last_name", "first_name", "email", - "department" + "phone" ], "template_record": { "active": "true", - "avatar": "", + "avatar": "6efe4d3c534360100999ddeeff7b1241.iix", "building": "", "calendar_integration": "Outlook", "city": "", @@ -1794,30 +1913,29 @@ "country": null, "date_format": "yyyy-MM-dd", "default_perspective": "", - "department": "", - "email": "michael-sarah.garcia-howard@workarena.com", + "department": "Development", + "email": "Antony.Alldis@example.com", "employee_number": "", "enable_multifactor_authn": "false", - "failed_attempts": "0", - "federated_id": "BYgVy5xtL7SLKo7B26Uowtxq4pMvqAwVgFOnmiXBIyI=", - "first_name": "Michael-Sarah", + "failed_attempts": "", + "first_name": "Antony", "gender": null, "home_phone": "", "internal_integration_user": "false", "introduction": null, - "last_login": "2025-02-01", - "last_login_time": "2025-01-31 23:13:21", - "last_name": "Garcia-Howard", + "last_login": "", + "last_login_time": "", + "last_name": "Alldis", "ldap_server": "", "location": "", "locked_out": "false", "manager": "", "middle_name": "", - "mobile_phone": "(514) 517-1461", - "name": "Melissa Hester", + "mobile_phone": "(514) 252-2429", + "name": "Antony Alldis", "notification": "Enable", "password_needs_reset": "false", - "phone": "(514) 106-1793", + "phone": "(514) 706-2271", "photo": "", "preferred_language": "English", "roles": "", @@ -1827,21 +1945,21 @@ "street": "", "sys_class_name": "User", "sys_created_by": "admin", - "sys_created_on": "2025-01-31 23:13:16", + "sys_created_on": "2021-03-19 08:41:17", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "26eed54053e75a104d8731f0a0490ef4", - "sys_mod_count": "1", + "sys_id": "712150f4530360100999ddeeff7b1227", + "sys_mod_count": "3", "sys_tags": "", - "sys_updated_by": "guest", - "sys_updated_on": "2025-01-31 23:13:25", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:09", "time_format": null, "time_zone": "US/Eastern", - "title": "dicranaceous unvitalness concerted quartzous mayor", - "user_name": "3051886657972968541", + "title": "Senior Developer", + "user_name": "6814344195136888481", "user_password": "********", "vip": "false", "web_service_access_only": "false", diff --git a/Level-6/create_change_request_task.json b/Level-6/create_change_request_task.json new file mode 100644 index 0000000000000000000000000000000000000000..12c7c8c846561839fa74e9c452d323aae806735c --- /dev/null +++ b/Level-6/create_change_request_task.json @@ -0,0 +1,2931 @@ +[ + { + "fields": { + "assignment_group": "Assignment group", + "backout_plan": "Backout plan", + "business_service": "Service", + "category": "Category", + "close_code": "Close code", + "close_notes": "Close notes", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "implementation_plan": "Implementation plan", + "justification": "Justification", + "number": "Number", + "risk": "Risk", + "risk_impact_analysis": "Risk and impact analysis", + "service_offering": "Service offering", + "short_description": "Short description", + "test_plan": "Test plan" + }, + "task_fields": [ + "description", + "backout_plan", + "close_code", + "business_service", + "impact", + "assignment_group" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Approved", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Network", + "backout_plan": "Due to the limited number of commands in the implementation plan it is not possible to backout the change.If required you are authorized to reboot the router if BGP fails to work", + "business_duration": "", + "business_service": "", + "cab_date_time": "", + "cab_delegate": "", + "cab_recommendation": "", + "cab_required": "false", + "calendar_duration": "", + "category": "Other", + "change_plan": "", + "chg_model": "", + "close_code": "Successful", + "close_notes": "Worked", + "closed_at": "2015-07-06 12:00:51", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "conflict_last_run": "", + "conflict_status": "Not Run", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Resend the complete BGP table to neighboring routers--Both neighbors need to support soft reset route refresh capability.--Stores complete BGP table of you neighbor in router memory.--Not a good idea on a peering router with full feed, due to the memory requirements.", + "due_date": "", + "end_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "implementation_plan": "-- Place router into maintenance mode in the monitoring platform-- Logon to router through SSH-- Run the following commandrouter(config-router)#router bgp 12345router(config-router)#neighbor {neighbor ip} soft-reconfig [inbound]router#clear ip bgp {neighbor ip} soft in-- Confirm the sessions have been cleared-- Place router back into operational mode in the monitoring platform", + "justification": "Levanter Ludgate untrippable overintensification pachyglossal", + "knowledge": "false", + "location": "", + "made_sla": "true", + "number": "CHG0000026", + "on_hold": "false", + "on_hold_reason": "", + "on_hold_task": "", + "opened_at": "2015-07-06 12:00:26", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "outside_maintenance_schedule": "false", + "parent": "", + "phase": "Requested", + "phase_state": "Open", + "priority": "4 - Low", + "production_system": "false", + "reason": null, + "reassignment_count": "2", + "requested_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "requested_by_date": "", + "review_comments": "", + "review_date": "", + "review_status": "", + "risk": "Moderate", + "risk_impact_analysis": "phylloclad Atabrine undermoated viperousness disposition", + "route_reason": "", + "scope": "Medium", + "service_offering": "", + "short_description": "Clear BGP sessions on a Cisco router", + "sla_due": "UNKNOWN", + "start_date": "", + "state": "Closed", + "std_change_producer_version": { + "display_value": "Clear BGP sessions on a Cisco router - 1", + "link": "https://dev215901.service-now.com/api/now/table/std_change_producer_version/16c2273c47010200e90d87e8dee49006" + }, + "sys_class_name": "Change Request", + "sys_created_by": "admin", + "sys_created_on": "2015-07-06 12:00:26", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "7b77f5de47410200e90d87e8dee490b8", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-07-06 12:00:51", + "task_effective_number": "CHG0000026", + "test_plan": "--Confirm that there are no monitoring alerts for the router", + "time_worked": "", + "type": "Standard", + "unauthorized": "false", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "2015-07-06 12:00:42", + "work_notes": "", + "work_notes_list": "", + "work_start": "2015-07-06 12:00:37" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "backout_plan": "Backout plan", + "business_service": "Service", + "category": "Category", + "close_code": "Close code", + "close_notes": "Close notes", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "implementation_plan": "Implementation plan", + "justification": "Justification", + "number": "Number", + "risk": "Risk", + "risk_impact_analysis": "Risk and impact analysis", + "service_offering": "Service offering", + "short_description": "Short description", + "test_plan": "Test plan" + }, + "task_fields": [ + "implementation_plan", + "number", + "backout_plan", + "service_offering", + "cmdb_ci", + "test_plan" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Requested", + "approval_history": "2023-10-08 06:12:14 - System Administrator (Approval history)\nGroup approval for Hardware approved by user David Dan (Technical approvals).\n\n", + "approval_set": "", + "assigned_to": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "assignment_group": "Hardware", + "backout_plan": "Comment out new line in /etc/network/interfaces", + "business_duration": "", + "business_service": "", + "cab_date_time": "", + "cab_delegate": "", + "cab_recommendation": "", + "cab_required": "false", + "calendar_duration": "", + "category": "Network", + "change_plan": "", + "chg_model": "", + "close_code": "Successful with issues", + "close_notes": "Chuchona glycerole redolent daughterless nonextensive", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "lnux101", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "conflict_last_run": "2023-10-09 01:47:12", + "conflict_status": "Conflict", + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "We need to add additional redundant name servers to lnux100, lnux101 and PS LinuxApp01", + "due_date": "", + "end_date": "2023-12-04 18:45:00", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "impact": "2 - 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System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Virtual Agent", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "INC0007001", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need access to the common drive.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:28:49", + "task_effective_number": "INC0007002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "urgency", + "contact_type", + "caused_by", + "close_notes" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:42:25", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Margaret Grey", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Known error", + "close_notes": "methide anthomedusan backbrand riverbush raioid", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Human Resources", + "comments": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n", + "comments_and_work_notes": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I've been trying to access the SAP HR application for the last few hours. Each time I go into the application, nothing loads.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "261 North Highway 101, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000053", + "opened_at": "2023-09-18 13:48:46", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "The SAP HR application is not accessible", + "sla_due": "2023-09-18 05:42:45", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:46", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71b3b41c0a8016700a8ef040791e72a", + "sys_mod_count": "32", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:42:25", + "task_effective_number": "INC0000053", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "caused_by", + "number", + "close_code" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Service Desk", + "business_duration": "20 Days 6 Hours 5 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,749,949", + "calendar_duration": "84 Days 21 Hours 5 Minutes", + "calendar_stc": "7,333,549", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 15:55:16", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I can't remember my password and need to log in. Can someone reset my password asap? I am blocked on several urgent items until I can log in again.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000009", + "opened_at": "2023-07-16 15:50:23", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Reset my password", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 15:51:33", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46b66a40a9fe198101f243dfbc79033d", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:04", + "task_effective_number": "INC0000009", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "caused_by", + "urgency", + "business_service", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:51:14", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Network", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "overlick Morisonian Papiamento cravenhearted afternoons", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I just moved from floor 2 to floor 3 and my laptop cannot connect to any wireless network.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000003", + "opened_at": "2023-07-10 16:07:30", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "Wireless access is down in my area", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2022-02-11 06:41:46", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e8caedcbc0a80164017df472f39eaed1", + "sys_mod_count": "12", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:14", + "task_effective_number": "INC0000003", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "description", + "parent_incident", + "resolved_by" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Database", + "business_duration": "25 Days 13 Hours 49 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,209,752", + "calendar_duration": "106 Days 20 Hours 49 Minutes", + "calendar_stc": "9,233,352", + "caller_id": "Don Goodliffe", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 16:12:02", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "eFax", + "comments": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", + "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I tried sending a fax to a customer through the eFax online portal and also via email. My customer did not receive the fax in both instances. I don't know if this is an issue on our side with transmission or on my customer's side.", + "due_date": "", + "escalation": "High", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000012", + "opened_at": "2023-06-24 16:07:00", + "opened_by": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Customer didn't receive eFax", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-22 16:11:21", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46c88ac1a9fe1981014de1c831fbcf6d", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:56:12", + "task_effective_number": "INC0000012", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_code", + "urgency", + "impact", + "rfc" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Fred Luddy", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "stanza vomitingly sorority collapsible contradictious", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I lost my work-issued iPhone 7 while traveling last week and need a replacement device. I've erased the phone remotely and have called my carrier to shut off service to it.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "400 Pryor Street Southwest, Atlanta,GA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1081761cc611227501d063fd3475a2de" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000020", + "opened_at": "2023-07-08 16:51:35", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "PRB0000003", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "I need a replacement iPhone, please", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 16:51:54", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46edaa6aa9fe198101b9d14ced16619f", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:45:32", + "task_effective_number": "INC0000020", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "rfc", + "description", + "business_service", + "urgency" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:44:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "1 Day 2 Hours 4 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "93,885", + "calendar_duration": "4 Days 3 Minutes", + "calendar_stc": "345,805", + "caller_id": "Fred Luddy", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "precosmic episiohematoma penetratingness Susanchite preindependence", + "closed_at": "2023-07-11 16:59:20", + "closed_by": "", + "cmdb_ci": "Windows XP Hotfix (SP2) Q817606", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "The hotfix was installed on my PC and now some of my applications have stopped working. Can I roll back to the previous version?", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "Five Points 2009 Fairview RD, Raleigh, NC", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000027", + "opened_at": "2023-07-07 16:55:55", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "2 - High", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Please remove the latest hotfix from my PC", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 16:59:52", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f4f4dfa9fe198100063e60278f76ec", + "sys_mod_count": "10", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:52:24", + "task_effective_number": "INC0000027", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "description", + "cmdb_ci", + "business_service", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-02 18:08:31", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Carol Coughlin", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "mome electrochronometric saintdom erythrocytolysin phasianic", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Sales and Distribution", + "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n", + "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to get into the SAP Sales app. It was working yesterday.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000055", + "opened_at": "2023-09-18 21:47:23", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Sales app is not accessible", + "sla_due": "2023-09-18 05:47:23", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 21:49:39", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71f7935c0a8016700802b64c67c11c6", + "sys_mod_count": "10", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-02 16:08:31", + "task_effective_number": "INC0000055", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "close_code", + "caused_by", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:50:55", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Howard Johnson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" + }, + "assignment_group": "Service Desk", + "business_duration": "43 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "43", + "calendar_duration": "43 Seconds", + "calendar_stc": "43", + "caller_id": "Sam Sorokin", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "knackebrod zonure Tartarization outburst patefaction", + "closed_at": "2023-07-11 17:35:39", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "EFOWEB", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need to place order for a new machine. Will need help with installation also.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000037", + "opened_at": "2023-07-11 17:34:56", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Request for a new service", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 17:35:36", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "4715ab62a9fe1981018c3efb96143495", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:40", + "task_effective_number": "INC0000037", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "rfc", + "problem_id", + "number", + "category" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Service Desk", + "business_duration": "23 Days 12 Hours 58 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,033,892", + "calendar_duration": "98 Days 19 Hours 58 Minutes", + "calendar_stc": "8,539,092", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-07 16:58:58", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Hard drive is still making grinding and clicking noises and now I can't delete a file. I've tried to delete it 3 times.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000028", + "opened_at": "2023-07-02 16:58:00", + "opened_by": { + "display_value": "Rick Berzle", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My disk is still having issues. Can't delete a file", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 16:58:44", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f3ee0ea9fe198100c5c0e53d5abe0b", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:31", + "task_effective_number": "INC0000028", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "number", + "service_offering", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "2015-11-24 09:47:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "pseudospermium Helderbergian tenuate Draconically hemachrosis", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n", + "comments_and_work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I need to organize my inbox in my email program. However I can't create a sub-folder. I didn't seen an option to create a new folder when right clicking.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "1 - High", + "incident_state": "On Hold", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000017", + "opened_at": "2015-08-12 16:41:00", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "How do I create a sub-folder", + "sla_due": "2015-09-01 17:00:00", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2015-08-25 16:41:54", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e482d9a9fe198101d3e3f3e2a14459", + "sys_mod_count": "36", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000017", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "description", + "urgency", + "service_offering" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "unawakableness recoast shoulder woofed tucking", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. Login credentials and network connection are working though.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000050", + "opened_at": "2023-09-18 14:58:24", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access Exchange server - is it down?", + "sla_due": "2025-05-20 22:58:24", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:49:40", + "task_effective_number": "INC0000050", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "business_service", + "problem_id", + "category", + "knowledge" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Service Desk", + "business_duration": "20 Days 6 Hours 5 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,749,949", + "calendar_duration": "84 Days 21 Hours 5 Minutes", + "calendar_stc": "7,333,549", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Known error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 15:55:16", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I can't remember my password and need to log in. Can someone reset my password asap? I am blocked on several urgent items until I can log in again.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000009", + "opened_at": "2023-07-16 15:50:23", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Reset my password", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 15:51:33", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46b66a40a9fe198101f243dfbc79033d", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:04", + "task_effective_number": "INC0000009", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "description", + "close_code", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "2015-11-24 09:47:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Christen Mitchell", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Known error", + "close_notes": "weirdlessness Nana peasantship betail thorntail", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Materials Management", + "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", + "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Nothing loads in the application. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "1 - High", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "153 South Sierra Avenue, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000054", + "opened_at": "2015-11-02 12:49:08", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Materials Management is slow or there is an outage", + "sla_due": "2015-11-02 04:45:24", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2015-11-02 12:49:08", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71da88ac0a801670061eabfe4b28f77", + "sys_mod_count": "95", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000054", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "category", + "number", + "assignment_group", + "problem_id" + ], + "template_record": { + "active": "true", + "activity_due": "2015-11-24 09:47:36", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Database", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "Bettongia unperplexing unfele nurtureship vasculose", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "2015-11-16 15:17:50 - System Administrator (Additional comments)\nAdded an attachment\n\n", + "comments_and_work_notes": "2015-11-16 15:17:50 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Virtual Agent", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I have to analyze all US data in the SFA system, but am unable to get to see the data from the west coast.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "1 - High", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000007", + "opened_at": "2015-08-12 16:08:24", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "Need access to sales DB for the West", + "sla_due": "2015-09-01 17:00:00", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "employee", + "sys_created_on": "2014-03-10 13:43:10", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "8d6353eac0a8016400d8a125ca14fc1f", + "sys_mod_count": "50", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000007", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "business_service", + "knowledge", + "close_notes", + "description" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "0 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "0", + "calendar_duration": "31 Minutes", + "calendar_stc": "1,905", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Solution provided", + "close_notes": "Reinstalled the app", + "closed_at": "2018-08-30 02:49:17", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Having an issue with users trying to access the company portal app", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009003", + "opened_at": "2018-08-30 02:17:32", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2018-08-30 02:49:17", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Cannot sign into the company portal app", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-08-30 02:18:00", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9fffc328731823002728660c4cf6a742", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:39:53", + "task_effective_number": "INC0009003", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "impact", + "assignment_group", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "scobiform Hyaenarctos contrafagotto sitter dibasic", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. 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Corporate desktop apps do not support SP2

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Remove Windows XP SP2

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Log shows ISP was dropping/resetting the connection

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ISP applied a fix on their side and mails are flowing smoothly again

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Intermittent issue

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Unknown user changes caused performance issues

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Re-imaged the laptop

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Re-imaged the laptop

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Sample cause notes

", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Zoom V.92 USB Modem", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Issue in connecting to internet using modem.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "1", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Issue in connecting to internet using modem.", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2018-10-07 06:07:35", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "11", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 11:38:04", + "task_effective_number": "PRB0001001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": "

Sample workaround

", + "workaround_applied": "true", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "description", + "impact", + "assignment_group", + "urgency", + "cmdb_ci" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "FileServerFloor2", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2021-11-19 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "We really, really need to buy more drives for the second floor file. The users keep filling up their 10 MB quota, and they aren't going to take it much longer.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "false", + "major_problem": "false", + "number": "PRB0000002", + "opened_at": "2021-06-04 15:35:29", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "2nd Floor File Server Short on Space", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "pat", + "sys_created_on": "2021-06-04 15:35:29", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9d3d3b85c61122870138f3d1472bba01", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 22:49:54", + "task_effective_number": "PRB0000002", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "business_service", + "category", + "description", + "impact", + "cmdb_ci" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "16801 Days", + "business_service": "", + "calendar_duration": "16801 Days 1 Minute", + "category": "Software", + "cause_notes": null, + "close_notes": "", + "closed_at": "2023-07-31 23:59:05", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "accidentalism reinducement megaseism tattlingly riparial", + "due_date": "", + "duplicate_of": { + "display_value": "PRB0000055", + "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" + }, + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0000105", + "opened_at": "2023-07-31 23:57:29", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Closed", + "reassignment_count": "0", + "related_incidents": "0", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": "Duplicate", + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Email system is down again", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": "Email", + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2023-07-31 23:58:16", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "0d036ce4532023004247ddeeff7b12a8", + "sys_mod_count": "2", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-31 23:59:05", + "task_effective_number": "PRB0000105", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "description", + "assignment_group", + "cmdb_ci", + "business_service", + "service_offering" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "Problem Solving", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Dell Wireless WLAN Utility", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2023-09-12 10:04:43", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Using a Dell Wireless WLAN Utility I cannot enable the option to disable wireless when plugin into an Ethernet port", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "2 - Medium", + "knowledge": "false", + "known_error": "true", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0000012", + "opened_at": "2023-09-12 10:04:43", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "parent": "", + "priority": "4 - Low", + "problem_state": "Assess", + "reassignment_count": "1", + "related_incidents": "", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Cannot disable wireless when plug into an Ethernet port", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2023-09-12 10:12:12", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e9b0e55567b032004792adab9485ef6c", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 23:14:22", + "task_effective_number": "PRB0000012", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "business_service", + "cmdb_ci", + "description", + "urgency", + "category" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "Problem Solving", + "business_duration": "16801 Days", + "business_service": "", + "calendar_duration": "16801 Days 3 Minutes", + "category": "Software", + "cause_notes": "

Log shows ISP was dropping/resetting the connection

", + "close_notes": "patched server all is fine now.", + "closed_at": "2023-07-24 23:21:08", + "closed_by": "", + "cmdb_ci": "IronMail-SD-01", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2023-11-12 09:39:07", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Email went down - failed over to alternate server but need to determine root cause on ironMail-SD-01", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": "

ISP applied a fix on their side and mails are flowing smoothly again

", + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0000055", + "opened_at": "2023-07-24 23:17:17", + "opened_by": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Closed", + "reassignment_count": "1", + "related_incidents": "", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": "Fix Applied", + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Email down", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": "Email", + "sys_class_name": "Problem", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 23:19:00", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "051e8f6cc0a8016600cdf7fd19e10414", + "sys_mod_count": "2", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-28 02:48:12", + "task_effective_number": "PRB0000055", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "service_offering", + "business_service", + "assignment_group", + "impact", + "category" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Software", + "cause_notes": "

Sample cause notes

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Sample workaround

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Upgrade to the latest version of Oracle

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"calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "internal_integration_user", + "date_format" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": "", + "cost_center": "", + "country": null, + "date_format": "dd-MM-yyyy", + "default_perspective": "", + "department": "", + "email": "chris.harris@example.com", + 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"avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME Italy", + "link": "https://dev215901.service-now.com/api/now/table/core_company/187d13f03710200044e0bfc8bcbe5df2" + }, + "cost_center": { + "display_value": "Customer Support", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/91e8bbf43710200044e0bfc8bcbe5daa" + }, + "country": null, + "date_format": "MM-dd-yyyy", + "default_perspective": "", + "department": "Customer Support", + "email": "emery.reek@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Emery", + "gender": "Male", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Reek", + "ldap_server": "", + "location": { + "display_value": "Via Nomentana 56, Rome", + "link": 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intragyral", + "user_name": "3693729240404409706", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "active", + "calendar_integration" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + 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"web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "locked_out", + "department" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": "", + "cost_center": "", + "country": null, + "date_format": "dd.MM.yyyy", + 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a/Level-7/create_change_request_task.json b/Level-7/create_change_request_task.json new file mode 100644 index 0000000000000000000000000000000000000000..98c45e49a633d6772bd012d9a4a4c4508fe95422 --- /dev/null +++ b/Level-7/create_change_request_task.json @@ -0,0 +1,2954 @@ +[ + { + "fields": { + "assignment_group": "Assignment group", + "backout_plan": "Backout plan", + "business_service": "Service", + "category": "Category", + "close_code": "Close code", + "close_notes": "Close notes", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "implementation_plan": "Implementation plan", + "justification": "Justification", + "number": "Number", + "risk": "Risk", + "risk_impact_analysis": "Risk and impact analysis", + "service_offering": "Service offering", + "short_description": "Short description", + "test_plan": "Test plan" + }, + "task_fields": [ + "cmdb_ci", + "risk", + "close_code", + "close_notes", + "risk_impact_analysis", + "business_service", + 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Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I can't remember my password and need to log in. Can someone reset my password asap? I am blocked on several urgent items until I can log in again.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000009", + "opened_at": "2023-07-16 15:50:23", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Reset my password", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 15:51:33", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46b66a40a9fe198101f243dfbc79033d", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:04", + "task_effective_number": "INC0000009", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "impact", + "close_notes", + "description", + "parent_incident" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Service Desk", + "business_duration": "20 Days 6 Hours 5 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,749,949", + "calendar_duration": "84 Days 21 Hours 5 Minutes", + "calendar_stc": "7,333,549", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 15:55:16", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I can't remember my password and need to log in. Can someone reset my password asap? I am blocked on several urgent items until I can log in again.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000009", + "opened_at": "2023-07-16 15:50:23", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Reset my password", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 15:51:33", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46b66a40a9fe198101f243dfbc79033d", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:04", + "task_effective_number": "INC0000009", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "number", + "impact", + "knowledge", + "rfc", + "resolved_by" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Hardware", + "business_duration": "23 Days 20 Hours 36 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,061,396", + "calendar_duration": "99 Days 19 Hours 36 Minutes", + "calendar_stc": "8,624,196", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-01 17:35:27", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Multiple employees have reported that they are unable to send/receive email.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000032", + "opened_at": "2023-07-01 17:19:36", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "EMAIL Server Down Again", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 17:20:14", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "47079b68a9fe198100a614a4c225c88d", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:54", + "task_effective_number": "INC0000032", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "problem_id", + "cmdb_ci", + "contact_type", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by request", + "close_notes": "incompletability vowelist chorographically Epeiridae eupyrchroite", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", + "company": "", + "contact_type": "Virtual Agent", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to access the shared folder. Please provide access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009009", + "opened_at": "2018-08-30 01:06:16", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Unable to access the shared folder.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-08-30 01:06:52", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "57af7aec73d423002728660c4cf6a71c", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:30:24", + "task_effective_number": "INC0009009", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "knowledge", + "caused_by", + "rfc", + "number" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:51:23", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "Hardware", + "business_duration": "11 Days 2 Hours 38 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "959,937", + "calendar_duration": "16 Days", + "calendar_stc": "1,382,417", + "caller_id": "Bow Ruggeri", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "cavernicolous euryprognathous I foolhardy etamine", + "closed_at": "2023-07-06 16:40:40", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "comments_and_work_notes": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing puddles of water on the floor of the server room. We've put buckets out to collect the water until this is fixed.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000016", + "opened_at": "2023-06-20 16:40:23", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Rain is leaking on main DNS Server", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:41:15", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e3e949a9fe19810069b824ba2c761a", + "sys_mod_count": "7", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:23", + "task_effective_number": "INC0000016", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "parent_incident", + "category", + "impact", + "knowledge" + ], + "template_record": { + "active": "true", + "activity_due": "2015-11-24 09:47:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Christen Mitchell", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "inosinic curability Eireannach pangamously peripeteia", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Materials Management", + "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", + "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Nothing loads in the application. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "1 - High", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "153 South Sierra Avenue, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000054", + "opened_at": "2015-11-02 12:49:08", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Materials Management is slow or there is an outage", + "sla_due": "2015-11-02 04:45:24", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2015-11-02 12:49:08", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71da88ac0a801670061eabfe4b28f77", + "sys_mod_count": "95", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000054", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "category", + "resolved_by", + "service_offering", + "knowledge", + "contact_type" + ], + "template_record": { + "active": "true", + "activity_due": "2023-09-30 12:54:01", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Charlie Whitherspoon", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "cingulated calorist chlorophyllide desireful avolation", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WeatherBug", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "WeatherBug icon has disappeared from my desktop. Unable to get my weather report.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "Johannesburg", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25c1dc820a0a0bb300190ad8f85b3839" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000029", + "opened_at": "2023-07-09 17:00:44", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "I can't get my weather report", + "sla_due": "2023-07-10 01:00:44", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 17:01:31", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f67787a9fe198101e06dfcf3a78e99", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:50:57", + "task_effective_number": "INC0000029", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "rfc", + "assignment_group", + "knowledge", + "problem_id", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Luke Wilson", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "flanque shim mycetomatous victualing rhynchocoelous", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Sales Force Automation", + "comments": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", + "comments_and_work_notes": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Pages are taking more time to load than normal.", + "due_date": "", + "escalation": "High", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "(2)", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000048", + "opened_at": "2015-11-02 14:05:36", + "opened_by": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "4 - Low", + "problem_id": "PRB0000006", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Having problems with Sales Tools performance", + "sla_due": "2015-11-03 14:05:36", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2015-11-02 14:06:42", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a9e428cac61122760075710592216c58", + "sys_mod_count": "12", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:46:20", + "task_effective_number": "INC0000048", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "close_code", + "category", + "parent_incident", + "business_service" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "assignment_group": "", + "business_duration": "3 Days 2 Hours 29 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "268,184", + "calendar_duration": "6 Days", + "calendar_stc": "518,458", + "caller_id": "Fred Luddy", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "transverter preguarantor lotusin fadmongering forehall", + "closed_at": "2023-07-04 16:45:37", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 16:45:51 - System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:45:51 - System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I downloaded and installed 64-bit Windows 7 virtual machine and I can't get it to launch. I'm not sure if I need 64-bit or 32-bit.", + "due_date": "", + "escalation": "Moderate", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "Five Points 2009 Fairview RD, Raleigh, NC", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000019", + "opened_at": "2023-06-28 16:44:39", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "2 - High", + "problem_id": "PRB0000001", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't launch 64-bit Windows 7 virtual machine", + "sla_due": "2023-06-29 16:44:39", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:45:51", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e8219ba9fe1981013806b6e04fed06", + "sys_mod_count": "10", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:46:13", + "task_effective_number": "INC0000019", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "rfc", + "parent_incident", + "business_service", + "knowledge", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bow Ruggeri", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "hypertonicity sulphocarbimide incompatibility doveflower Archie", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000041", + "opened_at": "2023-07-11 17:44:53", + "opened_by": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My desk phone does not work", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "bow", + "sys_created_on": "2023-07-11 17:45:27", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471eb058a9fe198100f89592e1ea93d3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:52:15", + "task_effective_number": "INC0000041", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "business_service", + "problem_id", + "close_notes", + "cmdb_ci", + "service_offering" + ], + "template_record": { + "active": "false", + "activity_due": "2023-10-02 16:17:01", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "assignment_group": "Hardware", + "business_duration": "21 Days 15 Hours 14 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,869,258", + "calendar_duration": "89 Days 7 Minutes", + "calendar_stc": "7,690,046", + "caller_id": "Alejandro Mascall", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Fixed", + "closed_at": "2023-10-10 16:19:01", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "ApplicationServerPeopleSoft", + "comments": "", + "comments_and_work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "contact_type": "Email", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000005", + "opened_at": "2023-07-05 16:06:52", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-02 16:14:18", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "CPU load high for over 10 minutes", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2022-02-11 07:14:01", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e8e875b0c0a80164009dc852b4d677d5", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:01", + "task_effective_number": "INC0000005", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "rfc", + "problem_id", + "resolved_by", + "close_notes" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "", + "business_duration": "20 Days 5 Hours 4 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,746,251", + "calendar_duration": "84 Days 20 Hours 4 Minutes", + "calendar_stc": "7,329,851", + "caller_id": "Fred Luddy", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-21 16:52:17", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "We have a new hire starting on Monday. She will need to be set up with a desk, laptop, phone, email account, and systems access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000021", + "opened_at": "2023-07-16 16:52:01", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "New employee hire", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 16:52:18", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46ee0924a9fe198100f1cf78c198454a", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:56:12", + "task_effective_number": "INC0000021", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_code", + "service_offering", + "contact_type", + "assignment_group", + "knowledge" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-02 18:08:31", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Carol Coughlin", + "category": "Database", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "pinnate carunculated steamship cheiropterygium turner", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Sales and Distribution", + "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n", + "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to get into the SAP Sales app. It was working yesterday.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000055", + "opened_at": "2023-09-18 21:47:23", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Sales app is not accessible", + "sla_due": "2023-09-18 05:47:23", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 21:49:39", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71f7935c0a8016700802b64c67c11c6", + "sys_mod_count": "10", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-02 16:08:31", + "task_effective_number": "INC0000055", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "impact", + "close_code", + "rfc", + "parent_incident", + "knowledge" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "Wailaki ilial colpeo underprize undercellarer", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. 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She will need to be set up with a desk, laptop, phone, email account, and systems access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000021", + "opened_at": "2023-07-16 16:52:01", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "New employee hire", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 16:52:18", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46ee0924a9fe198100f1cf78c198454a", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:56:12", + "task_effective_number": "INC0000021", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "rfc", + "category", + "urgency", + "cmdb_ci", + "service_offering" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bertie Luby", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Workaround provided", + "close_notes": "warmable thyroideal coraise fashious remitter", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Wifi connection seems slow. 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Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + } +] \ No newline at end of file diff --git a/Level-7/create_problem_task.json b/Level-7/create_problem_task.json new file mode 100644 index 0000000000000000000000000000000000000000..51fa96e9cceedc340e3609c9dc7ff19d93862207 --- /dev/null +++ b/Level-7/create_problem_task.json @@ -0,0 +1,2672 @@ +[ + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "category", + "assignment_group", + "urgency", + "service_offering", + "business_service", + "impact" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "16801 Days", + "business_service": "", + "calendar_duration": "16801 Days 1 Minute", + "category": "Software", + "cause_notes": null, + "close_notes": "", + "closed_at": "2023-07-31 23:59:05", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "aspace quartermasterlike pannicle Melanconiaceae oneirocrit", + "due_date": "", + "duplicate_of": { + "display_value": "PRB0000055", + "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" + }, + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - 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As this is intermittent. Restarting the PC fixes this.

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Corporate desktop apps do not support SP2

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Remove Windows XP SP2

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As this is intermittent. Restarting the PC fixes this.

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System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to login to SFA even though login credentials are correct.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000046", + "opened_at": "2023-09-18 15:04:15", + "opened_by": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "PRB0000006", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access SFA software", + "sla_due": "2023-09-27 15:04:15", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-09-17 15:05:30", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a9e30c7dc61122760116894de7bcc7bd", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "glide.maint", + "sys_updated_on": "2023-09-17 15:37:27", + "task_effective_number": "INC0000046", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "business_service", + "rfc", + "assignment_group", + "category", + "problem_id", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:49", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "2 Hours 32 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "9,173", + "calendar_duration": "1 Day 1 Minute", + "calendar_stc": "86,495", + "caller_id": "Taylor Vreeland", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "tympanocervical keeping juttingly blusher hoggishness", + "closed_at": "2023-06-27 16:44:21", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Were the permissions on the sales forecast spreadsheet changed recently? They were editable last week but are read only today. Can someone update the permissions to make the spreadsheet editable again? We need to update the spreadsheet ASAP.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "400 Pryor Street Southwest, Atlanta,GA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1081761cc611227501d063fd3475a2de" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000018", + "opened_at": "2023-06-26 16:42:46", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Sales forecast spreadsheet is READ ONLY", + "sla_due": "2023-06-27 00:42:46", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:42:56", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e57642a9fe1981000b96a5dca501ff", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:37:49", + "task_effective_number": "INC0000018", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "resolved_by", + "contact_type", + "knowledge", + "category", + "close_code", + "problem_id" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bertie Luby", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Known error", + "close_notes": "spicant nosepinch countervail appulsively pensy", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Walk-in", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Wifi connection seems slow. Webpages are taking a very long time to load.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000057", + "opened_at": "2016-08-10 09:14:59", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Performance problems with wifi", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2016-08-10 09:14:59", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "78271e1347c12200e0ef563dbb9a7109", + "sys_mod_count": "0", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2016-08-10 09:14:59", + "task_effective_number": "INC0000057", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "service_offering", + "number", + "assignment_group", + "problem_id", + "impact" + ], + "template_record": { + "active": "true", + "activity_due": "2018-12-13 01:26:28", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Openspace", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "1", + "close_code": "User error", + "close_notes": "Frenchwise triamide Amueixa anametadromous ornamentalism", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Employee payroll application server is down.Not able to login with valid credentials.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007001", + "opened_at": "2018-10-16 22:47:10", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Employee payroll application server is down.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:47:45", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "f12ca184735123002728660c4cf6a7ef", + "sys_mod_count": "7", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:15:40", + "task_effective_number": "INC0007001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "urgency", + "rfc", + "impact", + "close_notes", + "cmdb_ci", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:40:45", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "pococurantism sensifics anthotropism incubational paunchily", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Controlling", + "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n", + "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000051", + "opened_at": "2023-09-18 13:48:32", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Manager can't access SAP Controlling application", + "sla_due": "2023-09-18 05:36:33", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:32", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7158da0c0a8016700eef46c8d1f3661", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:40:45", + "task_effective_number": "INC0000051", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "close_code", + "parent_incident", + "resolved_by", + "impact", + "business_service" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "1 Day", + "business_impact": "", + "business_service": "", + "business_stc": "86,400", + "calendar_duration": "3 Days 1 Hour 26 Minutes", + "calendar_stc": "264,417", + "caller_id": "Beth Anglin", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Duplicate", + "close_notes": "As this is intermittent. Restarting the PC fixes this.", + "closed_at": "2024-03-09 12:15:12", + "closed_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "cmdb_ci": "*BETH-IBM", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Walk-in", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "potagerie corroboratorily kookaburra Barrio erectness", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000601", + "opened_at": "2023-10-05 02:42:59", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - 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High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "Five Points 2009 Fairview RD, Raleigh, NC", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000008", + "opened_at": "2023-07-17 16:08:39", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "Printer in my office is out of toner", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "employee", + "sys_created_on": "2022-02-04 12:43:58", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "8d641046c0a80164000bc7c0d3ed46a0", + "sys_mod_count": "19", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:02", + "task_effective_number": "INC0000008", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - 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Restarting the PC fixes this.", + "closed_at": "2024-03-09 12:15:12", + "closed_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "cmdb_ci": "*BETH-IBM", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Walk-in", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "consolation leaky Clausiliidae annection executionist", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000601", + "opened_at": "2023-10-05 02:42:59", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "PRB0000109", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-08 04:09:56", + "resolved_by": "Ron Kettering", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "The USB port on my PC stopped working", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-10-05 02:43:10", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9e7f9864532023004247ddeeff7b121f", + "sys_mod_count": "2", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2024-03-09 12:15:12", + "task_effective_number": "INC0000601", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "problem_id", + "resolved_by", + "rfc", + "close_notes", + "parent_incident", + "service_offering" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "assignment_group": "Network", + "business_duration": "20 Days 4 Hours 22 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,743,744", + "calendar_duration": "84 Days 19 Hours 22 Minutes", + "calendar_stc": "7,327,344", + "caller_id": "Carol Coughlin", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-20 17:34:21", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "DatabaseServer2", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Experiencing connection issues. Unable to create connection to data source.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000036", + "opened_at": "2023-07-16 17:33:49", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:13", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Issue with networking", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 17:34:28", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "4714a2aca9fe198100ecabacf6273482", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:57:58", + "task_effective_number": "INC0000036", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "impact", + "problem_id", + "category", + "description", + "cmdb_ci", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bow Ruggeri", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "neurocele quercin buckled sternman sinciput", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000041", + "opened_at": "2023-07-11 17:44:53", + "opened_by": { + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My desk phone does not work", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "bow", + "sys_created_on": "2023-07-11 17:45:27", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471eb058a9fe198100f89592e1ea93d3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:52:15", + "task_effective_number": "INC0000041", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "cmdb_ci", + "parent_incident", + "category", + "number", + "close_notes" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "System Administrator", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Solution provided", + "close_notes": "embryous cockhorse multure apotropous Obbenite", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Serpentinian gullyhole pelorus furuncular mesolecithal", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0008111", + "opened_at": "2019-07-22 14:04:57", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "ATF : Test1", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2019-07-22 14:05:17", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a83820b58f723300e7e16c7827bdeed2", + "sys_mod_count": "1", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2019-07-22 14:05:48", + "task_effective_number": "INC0008111", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "impact", + "number", + "close_notes", + "assignment_group", + "knowledge", + "business_service" + ], + "template_record": { + "active": "false", + "activity_due": "2016-12-12 17:26:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Network", + "business_duration": "8 Hours", + "business_impact": "", + "business_service": "Email", + "business_stc": "28,800", + "calendar_duration": "1 Day 4 Hours 23 Minutes", + "calendar_stc": "102,197", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by problem", + "close_notes": "This incident is resolved.", + "closed_at": "2016-12-13 18:46:44", + "closed_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "cmdb_ci": "Storage Area Network 001", + "comments": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "comments_and_work_notes": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I am unable to connect to the email server. It appears to be down.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000060", + "opened_at": "2016-12-12 07:19:57", + "opened_by": { + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2016-12-13 13:43:14", + "resolved_by": "David Loo", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Unable to connect to email", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": "Email", + "sys_class_name": "Incident", + "sys_created_by": "employee", + "sys_created_on": "2016-12-12 07:19:57", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "1c741bd70b2322007518478d83673af3", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "employee", + "sys_updated_on": "2016-12-13 18:46:44", + "task_effective_number": "INC0000060", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "business_service", + "close_notes", + "description", + "rfc", + "contact_type" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Hardware", + "business_duration": "23 Days 20 Hours 36 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,061,396", + "calendar_duration": "99 Days 19 Hours 36 Minutes", + "calendar_stc": "8,624,196", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-01 17:35:27", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Multiple employees have reported that they are unable to send/receive email.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000032", + "opened_at": "2023-07-01 17:19:36", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "EMAIL Server Down Again", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 17:20:14", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "47079b68a9fe198100a614a4c225c88d", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:54", + "task_effective_number": "INC0000032", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "problem_id", + "category", + "parent_incident", + "rfc", + "service_offering" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:51:14", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Network", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "aminosulphonic unaccursed tripalmitate subtersensuous unprinted", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I just moved from floor 2 to floor 3 and my laptop cannot connect to any wireless network.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000003", + "opened_at": "2023-07-10 16:07:30", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "Wireless access is down in my area", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2022-02-11 06:41:46", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e8caedcbc0a80164017df472f39eaed1", + "sys_mod_count": "12", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:14", + "task_effective_number": "INC0000003", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "parent_incident", + "caused_by", + "cmdb_ci", + "resolved_by", + "business_service" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bow Ruggeri", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by request", + "close_notes": "ficary hyperdolichocephalic vacuefy cogitatingly Gunzian", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Virtual Agent", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Taking a really long time to send emails. Last email took almost a minute for sending to complete and there wasn't even an attachment.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000058", + "opened_at": "2016-08-10 09:37:45", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Performance problems with email", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2016-08-10 09:37:45", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "965c9e5347c12200e0ef563dbb9a7156", + "sys_mod_count": "0", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2016-08-10 09:37:45", + "task_effective_number": "INC0000058", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "resolved_by", + "parent_incident", + "description", + "impact", + "assignment_group", + "service_offering" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:44:20", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "", + "business_duration": "11 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "719", + "calendar_duration": "11 Minutes", + "calendar_stc": "719", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "atelomitic sisi introductress peritonsillitis intraspinal", + "closed_at": "2023-06-13 17:30:02", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-10-02 16:21:05 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\n\n", + "comments_and_work_notes": "2023-10-02 16:21:05 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need to adjust layout of UI, add additional fields, and remove a few buttons. We are missing some critical fields that need to get added immediately.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "Hamburg", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25be3d930a0a0bb30011cc746a77c370" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000031", + "opened_at": "2023-06-13 17:18:03", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need help with Remedy. Can we configure UI?", + "sla_due": "2023-06-14 01:18:03", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-11 17:18:48", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "47064b68a9fe19810186793eefffc9b7", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:44:20", + "task_effective_number": "INC0000031", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "resolved_by", + "assignment_group", + "rfc", + "description", + "close_code", + "close_notes" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:44:20", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "", + "business_duration": "11 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "719", + "calendar_duration": "11 Minutes", + "calendar_stc": "719", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "cliffed acetenyl perceptional compilation friendliness", + "closed_at": "2023-06-13 17:30:02", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-10-02 16:21:05 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\n\n", + "comments_and_work_notes": "2023-10-02 16:21:05 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need to adjust layout of UI, add additional fields, and remove a few buttons. We are missing some critical fields that need to get added immediately.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "Hamburg", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25be3d930a0a0bb30011cc746a77c370" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000031", + "opened_at": "2023-06-13 17:18:03", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need help with Remedy. Can we configure UI?", + "sla_due": "2023-06-14 01:18:03", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-11 17:18:48", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "47064b68a9fe19810186793eefffc9b7", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:44:20", + "task_effective_number": "INC0000031", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_notes", + "rfc", + "business_service", + "problem_id", + "impact", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Diancecht pewholder diplococcoid gonyoncus nonmajority", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. 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Switch to IPv6 caused IP issues

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updated firmware

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Corporate desktop apps do not support SP2

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Remove Windows XP SP2

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Switch to IPv6 caused IP issues

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needed latest patch - after patch all is well

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Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "false", + "major_problem": "false", + "number": "PRB0000008", + "opened_at": "2022-11-16 16:06:28", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "1", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Hang when trying to print VISIO document", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "david.loo", + "sys_created_on": "2022-11-16 16:06:28", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46fb0230a9fe198101a23f6712475e11", + "sys_mod_count": "12", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 12:24:36", + "task_effective_number": "PRB0000008", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "service_offering", + "impact", + "assignment_group", + "urgency", + "description", + "cmdb_ci", + "business_service" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "FileServerFloor2", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2021-11-19 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "We really, really need to buy more drives for the second floor file. The users keep filling up their 10 MB quota, and they aren't going to take it much longer.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "false", + "major_problem": "false", + "number": "PRB0000002", + "opened_at": "2021-06-04 15:35:29", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "2nd Floor File Server Short on Space", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "pat", + "sys_created_on": "2021-06-04 15:35:29", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9d3d3b85c61122870138f3d1472bba01", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 22:49:54", + "task_effective_number": "PRB0000002", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "urgency", + "business_service", + "service_offering", + "cmdb_ci", + "assignment_group", + "category", + "description" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Dell PERC 2", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2022-11-19 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "If the shift key is not held down, the RAID enclosure does not power on.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "false", + "major_problem": "false", + "number": "PRB0000004", + "opened_at": "2022-11-16 16:40:42", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "New", + "reassignment_count": "", + "related_incidents": "", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Boot with shift key held down", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2022-11-16 16:40:42", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471a5450a9fe198101f2054169e75bf4", + "sys_mod_count": "2", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 03:32:16", + "task_effective_number": "PRB0000004", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "service_offering", + "impact", + "business_service", + "category", + "description", + "urgency", + "cmdb_ci" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "16801 Days", + "business_service": "", + "calendar_duration": "16801 Days 2 Minutes", + "category": "Database", + "cause_notes": "

Intermittent issue

", + "close_notes": "Intermittent issue, restarting as a workaround until this happens more frequently", + "closed_at": "2023-07-24 23:13:01", + "closed_by": "", + "cmdb_ci": "SAP ORA01", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Oracle database running slowly and dropping connections", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0000029", + "opened_at": "2023-07-24 23:10:56", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Closed", + "reassignment_count": "", + "related_incidents": "", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": "Risk Accepted", + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Oracle database running slowly and dropping connections", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": "Oracle", + "sys_class_name": "Problem", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 23:12:55", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "0518c160c0a801660073dc0189282aaf", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 23:41:38", + "task_effective_number": "PRB0000029", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": "

Restarted the database

", + "workaround_applied": "true", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "category", + "urgency", + "service_offering", + "business_service", + "impact", + "cmdb_ci", + "description" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Software", + "cause_notes": "

Sample cause notes

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Sample workaround

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"calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "cost_center": { + "display_value": "IT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576" + }, + "country": null, + "date_format": "MM-dd-yyyy", + "default_perspective": "", + "department": "IT", + "email": "sheryl.sisofo@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Sheryl", + "gender": "Female", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Sisofo", + "ldap_server": "", + "location": { + "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", + "link": 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System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "comments_and_work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Main menu doesn't load when I open the SAP Financial Accounting application.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "261 North Highway 101, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000052", + "opened_at": "2023-09-18 13:48:40", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Financial Accounting application appears to be down", + "sla_due": "2023-09-18 05:40:39", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7195138c0a8016700fd68449cfcd484", + "sys_mod_count": "94", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-02 14:50:24", + "task_effective_number": "INC0000052", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "impact", + "caused_by", + "resolved_by", + "cmdb_ci", + "urgency", + "category", + "number" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by request", + "close_notes": "seminarize tracheophonine bafaro crants demiassignation", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Virtual Agent", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "INC0007001", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need access to the common drive.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:28:49", + "task_effective_number": "INC0007002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "business_service", + "cmdb_ci", + "assignment_group", + "rfc", + "problem_id", + "urgency", + "impact" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "homoeopathic blackstrap terete fattily warrioress", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WEBSERVER", + "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000040", + "opened_at": "2023-07-11 17:42:45", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "JavaScript error on hiring page of corporate website", + "sla_due": "UNKNOWN", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:43:54", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471d4732a9fe198100affbf655e59172", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:46:30", + "task_effective_number": "INC0000040", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "resolved_by", + "assignment_group", + "cmdb_ci", + "contact_type", + "caused_by", + "rfc", + "knowledge" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Hardware", + "business_duration": "25 Days 6 Hours 33 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,183,601", + "calendar_duration": "105 Days 21 Hours 33 Minutes", + "calendar_stc": "9,149,601", + "caller_id": "David Loo", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-06-25 17:24:08", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "2tb file server has less than 400gb free.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000033", + "opened_at": "2023-06-25 15:22:52", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:13", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "File Server is 80% full - Needs upgrade", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 17:23:54", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "470af5afa9fe198101b324dd773ef379", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:24", + "task_effective_number": "INC0000033", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - 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System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Employee payroll application server is down.Not able to login with valid credentials.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007001", + "opened_at": "2018-10-16 22:47:10", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Employee payroll application server is down.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:47:45", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "f12ca184735123002728660c4cf6a7ef", + "sys_mod_count": "9", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 08:57:40", + "task_effective_number": "INC0007001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "impact", + "parent_incident", + "caused_by", + "category", + "service_offering", + "rfc", + "resolved_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:51:23", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "Hardware", + "business_duration": "11 Days 2 Hours 38 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "959,937", + "calendar_duration": "16 Days", + "calendar_stc": "1,382,417", + "caller_id": "Bow Ruggeri", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "terpineol Eurycerotidae tritonymph mordacity overby", + "closed_at": "2023-07-06 16:40:40", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "comments_and_work_notes": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing puddles of water on the floor of the server room. We've put buckets out to collect the water until this is fixed.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000016", + "opened_at": "2023-06-20 16:40:23", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Rain is leaking on main DNS Server", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:41:15", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46e3e949a9fe19810069b824ba2c761a", + "sys_mod_count": "7", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:23", + "task_effective_number": "INC0000016", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "cmdb_ci", + "resolved_by", + "caused_by", + "number", + "category", + "contact_type", + "parent_incident" + ], + "template_record": { + "active": "true", + "activity_due": "2015-11-24 09:47:36", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Christen Mitchell", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "Stesichorean decimeter surmullet counteragitation geneticism", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Materials Management", + "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", + "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Nothing loads in the application. Is there an outage?", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "1 - High", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "153 South Sierra Avenue, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000054", + "opened_at": "2015-11-02 12:49:08", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "SAP Materials Management is slow or there is an outage", + "sla_due": "2015-11-02 04:45:24", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2015-11-02 12:49:08", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71da88ac0a801670061eabfe4b28f77", + "sys_mod_count": "95", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000054", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "business_service", + "rfc", + "urgency", + "assignment_group", + "parent_incident", + "service_offering", + "contact_type" + ], + "template_record": { + "active": "true", + "activity_due": "2023-09-30 12:54:01", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Service Desk", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Charlie Whitherspoon", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "plenilunal impanate mediumization unfallowed unpealed", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WeatherBug", + "comments": "", + "comments_and_work_notes": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "WeatherBug icon has disappeared from my desktop. Unable to get my weather report.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "Johannesburg", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25c1dc820a0a0bb300190ad8f85b3839" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000029", + "opened_at": "2023-07-09 17:00:44", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "I can't get my weather report", + "sla_due": "2023-07-10 01:00:44", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 17:01:31", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f67787a9fe198101e06dfcf3a78e99", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:50:57", + "task_effective_number": "INC0000029", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "caused_by", + "impact", + "knowledge", + "number", + "parent_incident", + "rfc", + "close_notes" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:42:25", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Margaret Grey", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "proinnovationist introspectionist Illuministic socioromantic birthright", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Human Resources", + "comments": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n", + "comments_and_work_notes": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I've been trying to access the SAP HR application for the last few hours. Each time I go into the application, nothing loads.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "261 North Highway 101, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000053", + "opened_at": "2023-09-18 13:48:46", + "opened_by": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "The SAP HR application is not accessible", + "sla_due": "2023-09-18 05:42:45", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:46", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d71b3b41c0a8016700a8ef040791e72a", + "sys_mod_count": "32", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:42:25", + "task_effective_number": "INC0000053", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "rfc", + "category", + "knowledge", + "description", + "business_service", + "close_notes", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "jaggy cachinnation rejuvenator myxospore epitomization", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Sales Force Automation", + "comments": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to login to SFA even though login credentials are correct.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": { + "display_value": "324 South State Street, Salt Lake City,UT", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000046", + "opened_at": "2023-09-18 15:04:15", + "opened_by": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "PRB0000006", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access SFA software", + "sla_due": "2023-09-27 15:04:15", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-09-17 15:05:30", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a9e30c7dc61122760116894de7bcc7bd", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "glide.maint", + "sys_updated_on": "2023-09-17 15:37:27", + "task_effective_number": "INC0000046", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "business_service", + "caused_by", + "contact_type", + "problem_id", + "resolved_by", + "assignment_group" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "", + "business_duration": "0 Seconds", + "business_impact": "", + "business_service": "", + "business_stc": "0", + "calendar_duration": "5 Minutes", + "calendar_stc": "323", + "caller_id": "David Miller", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "User error", + "close_notes": "Reverted to a previous version.", + "closed_at": "2018-12-09 19:29:09", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "While launching the defect tracking base URL, it is redirecting to an error page.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009004", + "opened_at": "2018-09-01 06:13:30", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - Moderate", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2018-09-01 06:18:53", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Defect tracking tool is down.", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-09-01 06:14:04", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e329de99731423002728660c4cf6a73c", + "sys_mod_count": "9", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:01", + "task_effective_number": "INC0009004", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "caused_by", + "assignment_group", + "resolved_by", + "service_offering", + "number", + "impact", + "category" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "zorilla syncerebrum bridale tayra shoya", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WEBSERVER", + "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Caller", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "1050 Sunnyview Road Northeast, Salem,OR", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000040", + "opened_at": "2023-07-11 17:42:45", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "3 - 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Nobody down there can get at anything outside their own subnet.", + "due_date": "", + "duplicate_of": "", + "escalation": "High", + "expected_start": "", + "first_reported_by_task": { + "display_value": "INC0000001", + "link": "https://dev215901.service-now.com/api/now/table/task/9c573169c611228700193229fff72400" + }, + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "false", + "major_problem": "false", + "number": "PRB0000007", + "opened_at": "2021-06-04 15:32:07", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "2", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Router Down", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "pat", + "sys_created_on": "2021-06-04 15:32:07", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9d3a266ac6112287004e37fb2ceb0133", + "sys_mod_count": "40", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 12:19:33", + "task_effective_number": "PRB0000007", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "service_offering", + "category", + "impact", + "description", + "urgency", + "assignment_group", + "business_service", + "cmdb_ci" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Software", + "cause_notes": "

Sample cause notes

", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Zoom V.92 USB Modem", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Issue in connecting to internet using modem.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "1", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Issue in connecting to internet using modem.", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2018-10-07 06:07:35", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "11", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 11:38:04", + "task_effective_number": "PRB0001001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": "

Sample workaround

", + "workaround_applied": "true", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "impact", + "business_service", + "description", + "service_offering", + "cmdb_ci", + "assignment_group", + "urgency", + "category" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Software", + "cause_notes": "\n\t\t\t

Corporate desktop apps do not support SP2

", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2022-11-17 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "SP2 is causing several applications not to work anymore.", + "due_date": "", + "duplicate_of": "", + "escalation": "Moderate", + "expected_start": "", + "first_reported_by_task": { + "display_value": "INC0000019", + "link": "https://dev215901.service-now.com/api/now/table/task/46e8219ba9fe1981013806b6e04fed06" + }, + "fix_at": "2024-03-11 09:02:28", + "fix_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": "\n\t\t\t

Remove Windows XP SP2

", + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "false", + "major_problem": "false", + "number": "PRB0000001", + "opened_at": "2022-11-16 15:48:36", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Fix in Progress", + "reassignment_count": "", + "related_incidents": "1", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": { + "display_value": "CHG0000003", + "link": "https://dev215901.service-now.com/api/now/table/change_request/46e9b4afa9fe198101026e122b85f442" + }, + "route_reason": "", + "service_offering": "", + "short_description": "Windows XP SP2 causing errors in Enterprise", + "sla_due": "UNKNOWN", + "state": "Fix in Progress", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2022-11-16 15:48:36", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46eaa7c9a9fe198100bbe282da0d4b7d", + "sys_mod_count": "17", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 10:05:55", + "task_effective_number": "PRB0000001", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "business_service", + "impact", + "description", + "cmdb_ci", + "category", + "service_offering", + "urgency", + "assignment_group" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Software", + "cause_notes": "

Sample cause notes

", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Zoom V.92 USB Modem", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Issue in connecting to internet using modem.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "1", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Issue in connecting to internet using modem.", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2018-10-07 06:07:35", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 12:54:33", + "task_effective_number": "PRB0001001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": "

Sample workaround

", + "workaround_applied": "true", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "description", + "urgency", + "category", + "cmdb_ci", + "business_service", + "assignment_group", + "impact", + "service_offering" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Software", + "cause_notes": "

Sample cause notes

", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Zoom V.92 USB Modem", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Issue in connecting to internet using modem.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "1", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Issue in connecting to internet using modem.", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2018-10-07 06:07:35", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "17", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 14:18:53", + "task_effective_number": "PRB0001001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": "

Sample workaround

", + "workaround_applied": "true", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "category", + "cmdb_ci", + "business_service", + "description", + "assignment_group", + "service_offering", + "impact", + "urgency" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Network", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2021-11-19 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "The 1st floor router is down again. Nobody down there can get at anything outside their own subnet.", + "due_date": "", + "duplicate_of": "", + "escalation": "High", + "expected_start": "", + "first_reported_by_task": { + "display_value": "INC0000001", + "link": "https://dev215901.service-now.com/api/now/table/task/9c573169c611228700193229fff72400" + }, + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "false", + "major_problem": "false", + "number": "PRB0000007", + "opened_at": "2021-06-04 15:32:07", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "2", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Router Down", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "pat", + "sys_created_on": "2021-06-04 15:32:07", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9d3a266ac6112287004e37fb2ceb0133", + "sys_mod_count": "14", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 08:58:33", + "task_effective_number": "PRB0000007", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - 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Switch to IPv6 caused IP issues

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needed latest patch - after patch all is well

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Server does not meet minimum specs to run the meeting server

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Upgrade CPU and RAM to meet minimum specs

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Unknown user changes caused performance issues

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Re-imaged the laptop

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Re-imaged the laptop

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Corporate desktop apps do not support SP2

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Remove Windows XP SP2

", + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "false", + "major_problem": "false", + "number": "PRB0000001", + "opened_at": "2022-11-16 15:48:36", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Fix in Progress", + "reassignment_count": "", + "related_incidents": "1", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": { + "display_value": "CHG0000003", + "link": "https://dev215901.service-now.com/api/now/table/change_request/46e9b4afa9fe198101026e122b85f442" + }, + "route_reason": "", + "service_offering": "", + "short_description": "Windows XP SP2 causing errors in Enterprise", + "sla_due": "UNKNOWN", + "state": "Fix in Progress", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2022-11-16 15:48:36", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46eaa7c9a9fe198100bbe282da0d4b7d", + "sys_mod_count": "19", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 11:03:08", + "task_effective_number": "PRB0000001", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "cmdb_ci", + "description", + "urgency", + "assignment_group", + "business_service", + "service_offering", + "impact", + "category" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Software", + "cause_notes": "

Sample cause notes

", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Zoom V.92 USB Modem", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Issue in connecting to internet using modem.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "1", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Issue in connecting to internet using modem.", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2018-10-07 06:07:35", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "17", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 14:18:53", + "task_effective_number": "PRB0001001", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": "

Sample workaround

", + "workaround_applied": "true", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "business_service", + "cmdb_ci", + "impact", + "description", + "assignment_group", + "service_offering", + "urgency", + "category" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Network", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "WIRELESS", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Not able to connect to Wifi. Tried to connect with different devices.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0001002", + "opened_at": "2018-10-04 19:57:26", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "0", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Unable to connect to Wifi", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": "Wireless", + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2018-10-04 19:57:39", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "6632130c730123002728660c4cf6a734", + "sys_mod_count": "2", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-11 23:15:46", + "task_effective_number": "PRB0001002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "assignment_group", + "service_offering", + "urgency", + "category", + "business_service", + "description", + "impact", + "cmdb_ci" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "FileServerFloor2", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2021-11-19 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "We really, really need to buy more drives for the second floor file. The users keep filling up their 10 MB quota, and they aren't going to take it much longer.", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": null, + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "false", + "major_problem": "false", + "number": "PRB0000002", + "opened_at": "2021-06-04 15:35:29", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": null, + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "2nd Floor File Server Short on Space", + "sla_due": "UNKNOWN", + "state": "Assess", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "pat", + "sys_created_on": "2021-06-04 15:35:29", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9d3d3b85c61122870138f3d1472bba01", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 22:49:54", + "task_effective_number": "PRB0000002", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": null, + "workaround_applied": "false", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "business_service", + "service_offering", + "impact", + "description", + "assignment_group", + "category", + "urgency", + "cmdb_ci" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": "

Unknown user changes caused performance issues

", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Windows", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2023-09-12 10:39:07", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": null, + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "A few days ago I made some modification to some Windows config, and since then my laptop is performing slowly. Is there any way to go back to a previous state?", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": "

Re-imaged the laptop

", + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "true", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0000014", + "opened_at": "2023-09-12 10:39:07", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Resolved", + "reassignment_count": "1", + "related_incidents": "", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": "Fix Applied", + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "My laptop is performing very badly", + "sla_due": "UNKNOWN", + "state": "Resolved", + "subcategory": null, + "sys_class_name": "Problem", + "sys_created_by": "admin", + "sys_created_on": "2023-09-12 10:55:38", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "1998e51967b032004792adab9485effa", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 23:21:09", + "task_effective_number": "PRB0000014", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "", + "workaround": "

Re-imaged the laptop

", + "workaround_applied": "true", + "workaround_communicated_at": "", + "workaround_communicated_by": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "category": "Category", + "cmdb_ci": "Configuration item", + "description": "Description", + "impact": "Impact", + "service_offering": "Service offering", + "short_description": "Problem statement", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "category", + "business_service", + "cmdb_ci", + "service_offering", + "description", + "assignment_group", + "urgency", + "impact" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "16801 Days", + "business_service": "", + "calendar_duration": "16801 Days 1 Minute", + "category": "Software", + "cause_notes": "

Switch to IPv6 caused IP issues

", + "close_notes": "needed latest patch - after patch all is well\n\t\t", + "closed_at": "2023-07-24 22:45:58", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "confirmed_at": "2023-11-12 09:39:07", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Exchange server outage", + "due_date": "", + "duplicate_of": "", + "escalation": "Normal", + "expected_start": "", + "first_reported_by_task": "", + "fix_at": "", + "fix_by": "", + "fix_communicated_at": "", + "fix_communicated_by": "", + "fix_notes": "

needed latest patch - after patch all is well

", + "follow_up": "", + "group_list": "", + "impact": "3 - Low", + "knowledge": "false", + "known_error": "false", + "location": "", + "made_sla": "true", + "major_problem": "false", + "number": "PRB0000051", + "opened_at": "2023-07-24 22:44:01", + "opened_by": { + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + }, + "order": "", + "parent": "", + "priority": "5 - Planning", + "problem_state": "Closed", + "reassignment_count": "", + "related_incidents": "", + "reopen_count": "0", + "reopened_at": "", + "reopened_by": "", + "resolution_code": "Fix Applied", + "resolved_at": "", + "resolved_by": "", + "review_outcome": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "short_description": "Exchange server outage", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": "Email", + "sys_class_name": "Problem", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 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knockemdown relentment", + "user_name": "9186746879222320813", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "preferred_language", + "department", + "date_format", + "web_service_access_only", + "time_zone" + ], + "template_record": { + "active": "true", + 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"display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "2e826bf03710200044e0bfc8bcbe5de0", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:08", + "time_format": null, + "time_zone": "US/Mountain", + "title": "nonpedestrian unsenescent postoral diastasis Ocimum", + "user_name": "8192391881349350548", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + }, + { + "fields": { + "active": "Active", + "calendar_integration": "Calendar integration", + "date_format": "Date format", + "department": "Department", + "email": "Email", + "first_name": "First name", + "internal_integration_user": "Internal Integration User", + "last_name": "Last name", + "locked_out": "Locked out", + "mobile_phone": "Mobile phone", + "password_needs_reset": "Password needs reset", + "phone": "Business phone", + "preferred_language": "Language", + "time_zone": "Time zone", + "title": "Title", + "user_name": "User ID", + "web_service_access_only": "Web service access only" + }, + "task_fields": [ + "user_name", + "last_name", + "first_name", + "email", + "password_needs_reset", + "calendar_integration", + "time_zone", + "department", + "mobile_phone" + ], + "template_record": { + "active": "true", + "avatar": "", + "building": "", + "calendar_integration": "Outlook", + "city": "", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "cost_center": { + "display_value": "Sales", + "link": "https://dev215901.service-now.com/api/now/table/cmn_cost_center/7fb1cc99c0a80a6d30c04574d14c0acf" + }, + "country": null, + "date_format": "MM-dd-yyyy", + "default_perspective": "", + "department": "Sales", + "email": "bertie.luby@example.com", + "employee_number": "", + "enable_multifactor_authn": "false", + "failed_attempts": "", + "first_name": "Bertie", + "gender": "Male", + "home_phone": "", + "internal_integration_user": "false", + "introduction": null, + "last_login": "", + "last_login_time": "", + "last_name": "Luby", + "ldap_server": "", + "location": { + "display_value": "5505 Stevens Way, San Diego,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/f48b24f70a0a0ba70080749e929ea176" + }, + "locked_out": "false", + "manager": "", + "middle_name": "", + "mobile_phone": "(514) 730-4937", + "name": "Bertie Luby", + "notification": "Enable", + "password_needs_reset": "false", + "phone": "(514) 782-7029", + "photo": "", + "preferred_language": "English", + "roles": "", + "schedule": "", + "source": "", + "state": "", + "street": "", + "sys_class_name": "User", + "sys_created_by": "admin", + "sys_created_on": "2012-02-17 19:04:53", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "7a82abf03710200044e0bfc8bcbe5d27", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "developer.program.hop@snc", + "sys_updated_on": "2024-03-09 12:33:09", + "time_format": null, + "time_zone": "US/Pacific", + "title": "matripotestal gallows faussebraie resinoextractive semiphilo", + "user_name": "4867309208416015290", + "user_password": "********", + "vip": "false", + "web_service_access_only": "false", + "zip": "" + } + } +] \ No newline at end of file