Level-20/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",
            "business_service",
            "urgency",
            "category",
            "assignment_group",
            "cmdb_ci",
            "problem_id",
            "close_code",
            "resolved_by",
            "caused_by",
            "service_offering",
            "close_notes",
            "number",
            "contact_type",
            "knowledge",
            "parent_incident",
            "rfc",
            "impact",
            "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": "Rick Berzle",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Known error",
            "close_notes": "gamelotte gigmanity unballasted beryl Bellerophon",
            "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",
            "close_notes",
            "impact",
            "parent_incident",
            "number",
            "rfc",
            "description",
            "assignment_group",
            "urgency",
            "contact_type",
            "caused_by",
            "cmdb_ci",
            "problem_id",
            "close_code",
            "business_service",
            "resolved_by",
            "service_offering",
            "category",
            "knowledge"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2018-12-13 01:18:55",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "David Miller",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Duplicate",
            "close_notes": "piedness broadacre archway replanter unpredicable",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n",
            "company": "",
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Unable to send or receive emails.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "New",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0009005",
            "opened_at": "2018-08-31 21:35:21",
            "opened_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "1 - Critical",
            "problem_id": "",
            "reassignment_count": "0",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Email server is down.",
            "sla_due": "UNKNOWN",
            "state": "New",
            "subcategory": "Email",
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2018-08-31 21:35:45",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "ed92e8d173d023002728660c4cf6a7bc",
            "sys_mod_count": "3",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2018-12-12 23:18:55",
            "task_effective_number": "INC0009005",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "impact",
            "contact_type",
            "assignment_group",
            "cmdb_ci",
            "description",
            "number",
            "close_notes",
            "close_code",
            "rfc",
            "urgency",
            "resolved_by",
            "business_service",
            "caused_by",
            "parent_incident",
            "category",
            "problem_id",
            "service_offering",
            "knowledge"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Bow Ruggeri",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Known error",
            "close_notes": "artiller calisthenical fruggan drifting intentional",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "",
            "company": "",
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Taking a really long time to send emails. Last email took almost a minute for sending to complete and there wasn't even an attachment.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "New",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000058",
            "opened_at": "2016-08-10 09:37:45",
            "opened_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "5 - Planning",
            "problem_id": "",
            "reassignment_count": "0",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Performance problems with email",
            "sla_due": "UNKNOWN",
            "state": "New",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2016-08-10 09:37:45",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "965c9e5347c12200e0ef563dbb9a7156",
            "sys_mod_count": "0",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2016-08-10 09:37:45",
            "task_effective_number": "INC0000058",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "3 - Low",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "category",
            "business_service",
            "caused_by",
            "description",
            "knowledge",
            "close_notes",
            "service_offering",
            "urgency",
            "contact_type",
            "parent_incident",
            "rfc",
            "problem_id",
            "cmdb_ci",
            "close_code",
            "impact",
            "number",
            "assignment_group",
            "resolved_by"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2015-11-24 09:47:36",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Christen Mitchell",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by problem",
            "close_notes": "neuropsychiatry wattling ichor groping captivative",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Materials Management",
            "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n",
            "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Nothing loads in the application. Is there an outage?",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "Awaiting Caller",
            "impact": "1 - High",
            "incident_state": "On Hold",
            "knowledge": "false",
            "location": {
                "display_value": "153 South Sierra Avenue, Solana Beach,CA",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0"
            },
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000054",
            "opened_at": "2015-11-02 12:49:08",
            "opened_by": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "1 - Critical",
            "problem_id": "PRB0000011",
            "reassignment_count": "0",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "SAP Materials Management is slow or there is an outage",
            "sla_due": "2015-11-02 04:45:24",
            "state": "On Hold",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2015-11-02 12:49:08",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71da88ac0a801670061eabfe4b28f77",
            "sys_mod_count": "95",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2015-11-24 07:47:36",
            "task_effective_number": "INC0000054",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "parent_incident",
            "description",
            "problem_id",
            "caused_by",
            "urgency",
            "close_code",
            "assignment_group",
            "service_offering",
            "knowledge",
            "business_service",
            "cmdb_ci",
            "impact",
            "resolved_by",
            "rfc",
            "close_notes",
            "category",
            "number",
            "contact_type"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Fred Luddy",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005"
            },
            "assignment_group": "",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by change",
            "close_notes": "multinucleated semaphorist chronometrical unvailable grocery",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Tried to connect to SAP and all I see is a \"Connecting\u2026.\" message but nothing else happens.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000044",
            "opened_at": "2023-07-11 17:47:08",
            "opened_by": {
                "display_value": "Joe Employee",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
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            "priority": "2 - High",
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            "close_notes": "fiscalize pulwar hepatite upwreathe populicide",
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        }
    },
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            "urgency": "Urgency"
        },
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        ],
        "template_record": {
            "active": "false",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Software",
            "business_duration": "23 Days 20 Hours 46 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,061,992",
            "calendar_duration": "99 Days 19 Hours 46 Minutes",
            "calendar_stc": "8,624,792",
            "caller_id": "Rick Berzle",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Workaround provided",
            "close_notes": "asdasdasdsad",
            "closed_at": "2023-06-23 17:26:41",
            "closed_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "",
            "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
            "comments_and_work_notes": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Last automated backup occurred two nights ago. Did we change automated backup schedule?",
            "due_date": "",
            "escalation": "Normal",
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            "group_list": "",
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            "opened_at": "2023-06-22 13:25:29",
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            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "Does not look like a backup occurred last night",
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            "subcategory": null,
            "sys_class_name": "Incident",
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            "sys_created_on": "2023-07-11 17:26:28",
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            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:53:47",
            "task_effective_number": "INC0000034",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
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            "user_input": "",
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        }
    },
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            "parent_incident": "Parent Incident",
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            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
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        ],
        "template_record": {
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            "activity_due": "2023-10-09 14:50:55",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Howard Johnson",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf"
            },
            "assignment_group": "Service Desk",
            "business_duration": "43 Seconds",
            "business_impact": "",
            "business_service": "",
            "business_stc": "43",
            "calendar_duration": "43 Seconds",
            "calendar_stc": "43",
            "caller_id": "Sam Sorokin",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "User error",
            "close_notes": "outmoded pluricuspidate stereornithic wagoner Erastianism",
            "closed_at": "2023-07-11 17:35:39",
            "closed_by": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
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            "correlation_id": "",
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            "description": "Need to place order for a new machine. Will need help with installation also.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
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            "knowledge": "false",
            "location": {
                "display_value": "1050 Sunnyview Road Northeast, Salem,OR",
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            "opened_at": "2023-07-11 17:34:56",
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            },
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            "origin_id": "",
            "origin_table": "",
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            "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",
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            "sys_tags": "",
            "sys_updated_by": "admin",
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            "task_effective_number": "INC0000037",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "3 - Low",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
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            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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        ],
        "template_record": {
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            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "David Miller",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Known error",
            "close_notes": "suovetaurilia galvanography irenic resuck antivibrating",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n",
            "company": "",
            "contact_type": "Walk-in",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "New",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0007002",
            "opened_at": "2018-10-16 22:47:51",
            "opened_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "INC0007001",
            "priority": "4 - Low",
            "problem_id": "",
            "reassignment_count": "0",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Need access to the common drive.",
            "sla_due": "UNKNOWN",
            "state": "New",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2018-10-16 22:48:24",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "ff4c21c4735123002728660c4cf6a758",
            "sys_mod_count": "4",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2018-12-12 23:28:49",
            "task_effective_number": "INC0007002",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
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        },
        "task_fields": [
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        ],
        "template_record": {
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            "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"
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            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
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            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "rubidium chyluria brawling perlitic reen",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Controlling",
            "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n",
            "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
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                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
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            "correlation_display": "",
            "correlation_id": "",
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            "delivery_task": "",
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            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
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            "impact": "1 - High",
            "incident_state": "In Progress",
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            "location": {
                "display_value": "San Diego",
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            "notify": "Do Not Notify",
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            "opened_at": "2023-09-18 13:48:32",
            "opened_by": {
                "display_value": "ITIL User",
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            },
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            "origin_table": "",
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            "problem_id": "PRB0000011",
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            "route_reason": "",
            "service_offering": "",
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            "short_description": "Manager can't access SAP Controlling application",
            "sla_due": "2023-09-18 05:36:33",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 13:48:32",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d7158da0c0a8016700eef46c8d1f3661",
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            "sys_tags": "",
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            "sys_updated_on": "2023-10-09 12:40:45",
            "task_effective_number": "INC0000051",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
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        },
        "task_fields": [
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        ],
        "template_record": {
            "active": "false",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Service Desk",
            "business_duration": "20 Days 6 Hours 5 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,749,949",
            "calendar_duration": "84 Days 21 Hours 5 Minutes",
            "calendar_stc": "7,333,549",
            "caller_id": "Rick Berzle",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "No resolution provided",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-17 15:55:16",
            "closed_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "",
            "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
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    },
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            "additional_assignee_list": "",
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            "assignment_group": "Openspace",
            "business_duration": "",
            "business_impact": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "David Miller",
            "category": "Hardware",
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            "caused_by": "",
            "child_incidents": "1",
            "close_code": "Resolved by request",
            "close_notes": "monkly unhedge polydenominational skirp regalia",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n",
            "company": "",
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
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            "description": "Employee payroll application server is down.Not able to login with valid credentials.",
            "due_date": "",
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            "follow_up": "",
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            "incident_state": "New",
            "knowledge": "false",
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            "made_sla": "true",
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            "opened_at": "2018-10-16 22:47:10",
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            "short_description": "Employee payroll application server is down.",
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2024-03-11 09:16:28",
            "task_effective_number": "INC0007001",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "service_offering": "Service offering",
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            "caller_id",
            "assignment_group",
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            "activity_due": "2016-12-12 17:26:36",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Network",
            "business_duration": "8 Hours",
            "business_impact": "",
            "business_service": "Email",
            "business_stc": "28,800",
            "calendar_duration": "1 Day 4 Hours 23 Minutes",
            "calendar_stc": "102,197",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "User error",
            "close_notes": "This incident is resolved.",
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            "closed_by": {
                "display_value": "Joe Employee",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7"
            },
            "cmdb_ci": "Storage Area Network 001",
            "comments": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n",
            "comments_and_work_notes": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n",
            "company": {
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            "due_date": "",
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            "notify": "Do Not Notify",
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            "opened_at": "2016-12-12 07:19:57",
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            "reopened_time": "",
            "resolved_at": "2016-12-13 13:43:14",
            "resolved_by": "David Loo",
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            "sys_class_name": "Incident",
            "sys_created_by": "employee",
            "sys_created_on": "2016-12-12 07:19:57",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "1c741bd70b2322007518478d83673af3",
            "sys_mod_count": "15",
            "sys_tags": "",
            "sys_updated_by": "employee",
            "sys_updated_on": "2016-12-13 18:46:44",
            "task_effective_number": "INC0000060",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "business_service": "Service",
            "caller_id": "Caller",
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            "close_notes": "Resolution notes",
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            "parent_incident": "Parent Incident",
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            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "close_code",
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            "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n",
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        "template_record": {
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            "activity_due": "2016-12-12 17:26:36",
            "additional_assignee_list": "",
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            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Network",
            "business_duration": "8 Hours",
            "business_impact": "",
            "business_service": "Email",
            "business_stc": "28,800",
            "calendar_duration": "1 Day 4 Hours 23 Minutes",
            "calendar_stc": "102,197",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Known error",
            "close_notes": "This incident is resolved.",
            "closed_at": "2016-12-13 18:46:44",
            "closed_by": {
                "display_value": "Joe Employee",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7"
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            "cmdb_ci": "Storage Area Network 001",
            "comments": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n",
            "comments_and_work_notes": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
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            "contact_type": "Self-service",
            "contract": "",
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            "description": "I am unable to connect to the email server. It appears to be down.",
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            "escalation": "Normal",
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            "incident_state": "Closed",
            "knowledge": "false",
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            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000060",
            "opened_at": "2016-12-12 07:19:57",
            "opened_by": {
                "display_value": "Joe Employee",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7"
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            "priority": "3 - Moderate",
            "problem_id": "",
            "reassignment_count": "2",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2016-12-13 13:43:14",
            "resolved_by": "David Loo",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
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            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": "Email",
            "sys_class_name": "Incident",
            "sys_created_by": "employee",
            "sys_created_on": "2016-12-12 07:19:57",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "1c741bd70b2322007518478d83673af3",
            "sys_mod_count": "15",
            "sys_tags": "",
            "sys_updated_by": "employee",
            "sys_updated_on": "2016-12-13 18:46:44",
            "task_effective_number": "INC0000060",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    }
]