diff --git "a/Level-5/create_problem_task.json" "b/Level-5/create_problem_task.json" --- "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": ""