Level-17/create_incident_task.json

[
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "number",
            "service_offering",
            "assignment_group",
            "impact",
            "resolved_by",
            "urgency",
            "cmdb_ci",
            "caused_by",
            "problem_id",
            "knowledge",
            "close_notes",
            "contact_type",
            "category",
            "rfc",
            "parent_incident"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Rick Berzle",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "User error",
            "close_notes": "rhapsody polysilicic affliction intransgressible nitrosylsulphuric",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "2016-08-10 09:14:29 - System Administrator (Additional comments)\ntest\n\n",
            "comments_and_work_notes": "2016-08-10 09:14:29 - System Administrator (Additional comments)\ntest\n\n",
            "company": "",
            "contact_type": "Self-service",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "I can access my personal folder but can't access my team's folder on our file share.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "2 - Medium",
            "incident_state": "New",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000059",
            "opened_at": "2016-08-10 09:14:29",
            "opened_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "3 - Moderate",
            "problem_id": "",
            "reassignment_count": "0",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Unable to access team file share",
            "sla_due": "UNKNOWN",
            "state": "New",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2016-08-10 09:14:29",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "85071a1347c12200e0ef563dbb9a71c1",
            "sys_mod_count": "0",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2016-08-10 09:14:29",
            "task_effective_number": "INC0000059",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "urgency",
            "close_notes",
            "cmdb_ci",
            "category",
            "caused_by",
            "rfc",
            "number",
            "assignment_group",
            "problem_id",
            "service_offering",
            "business_service",
            "close_code",
            "impact",
            "contact_type",
            "parent_incident"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-02 18:08:31",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
            "assignment_group": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Database",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Solution provided",
            "close_notes": "Tilda tavernly exhumate alares unacceptably",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Unable to get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000055",
            "opened_at": "2023-09-18 21:47:23",
            "opened_by": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "1 - Critical",
            "problem_id": "PRB0000011",
            "reassignment_count": "0",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "SAP Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "cmdb_ci",
            "problem_id",
            "contact_type",
            "rfc",
            "close_notes",
            "close_code",
            "caused_by",
            "urgency",
            "service_offering",
            "resolved_by",
            "parent_incident",
            "assignment_group",
            "business_service",
            "number",
            "description"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "System Administrator",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Resolved by change",
            "close_notes": "nonoptional keratoplasty radicalization duplication tradesmanwise",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "",
            "company": "",
            "contact_type": "Self-service",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "here equivocator uprights millieme multiflue",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "New",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0008111",
            "opened_at": "2019-07-22 14:04:57",
            "opened_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "5 - Planning",
            "problem_id": "",
            "reassignment_count": "0",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "ATF : Test1",
            "sla_due": "UNKNOWN",
            "state": "New",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2019-07-22 14:05:17",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "a83820b58f723300e7e16c7827bdeed2",
            "sys_mod_count": "1",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2019-07-22 14:05:48",
            "task_effective_number": "INC0008111",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "3 - Low",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "close_notes",
            "caused_by",
            "urgency",
            "assignment_group",
            "knowledge",
            "cmdb_ci",
            "rfc",
            "contact_type",
            "description",
            "parent_incident",
            "business_service",
            "close_code",
            "category",
            "number",
            "resolved_by"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-09 14:50:55",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Howard Johnson",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf"
            },
            "assignment_group": "Service Desk",
            "business_duration": "43 Seconds",
            "business_impact": "",
            "business_service": "",
            "business_stc": "43",
            "calendar_duration": "43 Seconds",
            "calendar_stc": "43",
            "caller_id": "Sam Sorokin",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "totalizator tachyphrasia divisiveness unsanctifying simplehearted",
            "closed_at": "2023-07-11 17:35:39",
            "closed_by": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "cmdb_ci": "EFOWEB",
            "comments": "",
            "comments_and_work_notes": "",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Need to place order for a new machine. Will need help with installation also.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": {
                "display_value": "1050 Sunnyview Road Northeast, Salem,OR",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000037",
            "opened_at": "2023-07-11 17:34:56",
            "opened_by": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "3 - Moderate",
            "problem_id": "",
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Request for a new service",
            "sla_due": "UNKNOWN",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "david.loo",
            "sys_created_on": "2023-07-11 17:35:36",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "4715ab62a9fe1981018c3efb96143495",
            "sys_mod_count": "8",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:51:40",
            "task_effective_number": "INC0000037",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "3 - Low",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "service_offering",
            "close_notes",
            "description",
            "cmdb_ci",
            "contact_type",
            "assignment_group",
            "rfc",
            "resolved_by",
            "impact",
            "close_code",
            "number",
            "category",
            "urgency",
            "parent_incident",
            "caused_by"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-09 14:50:33",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "assignment_group": "Software",
            "business_duration": "5 Days",
            "business_impact": "",
            "business_service": "",
            "business_stc": "432,000",
            "calendar_duration": "5 Days",
            "calendar_stc": "432,024",
            "caller_id": "Fred Luddy",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by request",
            "close_notes": "perjuredness sawdustish uncompassionately supernumerous intarissable",
            "closed_at": "2023-06-30 16:39:10",
            "closed_by": "",
            "cmdb_ci": "Saints and Sinners Bingo",
            "comments": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "There was a software update two days ago and now my VPN doesn't work. Nothing loads when I click on the VPN client icon on my desktop.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
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            },
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            "comments": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n",
            "comments_and_work_notes": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n",
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            "opened_at": "2016-12-12 07:19:57",
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            "resolved_at": "2016-12-13 13:43:14",
            "resolved_by": "David Loo",
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            "sys_created_by": "employee",
            "sys_created_on": "2016-12-12 07:19:57",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "1c741bd70b2322007518478d83673af3",
            "sys_mod_count": "15",
            "sys_tags": "",
            "sys_updated_by": "employee",
            "sys_updated_on": "2016-12-13 18:46:44",
            "task_effective_number": "INC0000060",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n",
            "work_notes_list": "",
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        }
    },
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