[ { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "resolved_by", "description", "category", "impact", "parent_incident", "number", "cmdb_ci", "contact_type", "business_service", "problem_id", "urgency", "assignment_group", "rfc", "knowledge" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Beth Anglin", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" }, "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Joe Employee", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "No resolution provided", "close_notes": "fury undelimited quarryman uredema unconfusedly", "closed_at": "", "closed_by": "", "cmdb_ci": "*JEMPLOYEE-IBM", "comments": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", "comments_and_work_notes": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Can't connect to email from my laptop.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "2 - Medium", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000047", "opened_at": "2023-09-18 13:53:18", "opened_by": { "display_value": "Joe Employee", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Issue with email", "sla_due": "2023-10-09 13:53:18", "state": "In Progress", "subcategory": "Email", "sys_class_name": "Incident", "sys_created_by": "employee", "sys_created_on": "2023-09-18 13:53:47", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a9a16740c61122760004fe9095b7ddca", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:51:52", "task_effective_number": "INC0000047", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "impact", "assignment_group", "knowledge", "number", "rfc", "close_notes", "service_offering", "urgency", "parent_incident", "contact_type", "close_code", "business_service", "category", "cmdb_ci" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "assignment_group": "Hardware", "business_duration": "23 Days 20 Hours 36 Minutes", "business_impact": "", "business_service": "", "business_stc": "2,061,396", "calendar_duration": "99 Days 19 Hours 36 Minutes", "calendar_stc": "8,624,196", "caller_id": "Joe Employee", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Duplicate", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-01 17:35:27", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Multiple employees have reported that they are unable to send/receive email.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000032", "opened_at": "2023-07-01 17:19:36", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "EMAIL Server Down Again", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-22 17:20:14", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "47079b68a9fe198100a614a4c225c88d", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:15:54", "task_effective_number": "INC0000032", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "service_offering", "contact_type", "urgency", "problem_id", "business_service", "parent_incident", "caused_by", "impact", "description", "rfc", "close_code", "cmdb_ci", "category", "knowledge" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "assignment_group": "Network", "business_duration": "19 Days 20 Hours 55 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,716,900", "calendar_duration": "83 Days 19 Hours 55 Minutes", "calendar_stc": "7,242,900", "caller_id": "Rick Berzle", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by change", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-17 18:02:14", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Can't connect to wifi. Keep getting \"unable to join network\" message.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000030", "opened_at": "2023-07-17 17:01:12", "opened_by": { "display_value": "Rick Berzle", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Lost connection to the wireless network", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-22 17:02:01", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46f6ede0a9fe198100e10154c34a0c2a", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:15:37", "task_effective_number": "INC0000030", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "assignment_group", "number", "impact", "parent_incident", "business_service", "cmdb_ci", "resolved_by", "description", "rfc", "caused_by", "service_offering", "problem_id", "urgency", "contact_type" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "assignment_group": "Hardware", "business_duration": "25 Days 21 Hours 1 Minute", "business_impact": "", "business_service": "", "business_stc": "2,235,673", "calendar_duration": "107 Days 20 Hours 1 Minute", "calendar_stc": "9,316,873", "caller_id": "Rick Berzle", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Solution provided", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-06-25 16:56:53", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Hard drive has been making a loud grinding noise for the last two days.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000026", "opened_at": "2023-06-23 16:54:59", "opened_by": { "display_value": "Rick Berzle", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Seem to have an issue with my hard drive...", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-22 16:56:03", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46f1784ba9fe19810018aa27fbb23482", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:15:35", "task_effective_number": "INC0000026", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "rfc", "impact", "parent_incident", "problem_id", "knowledge", "cmdb_ci", "caused_by", "close_notes", "contact_type", "description", "number", "resolved_by", "assignment_group", "business_service" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Luke Wilson", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" }, "assignment_group": "Network", "business_duration": "20 Days 4 Hours 22 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,743,744", "calendar_duration": "84 Days 19 Hours 22 Minutes", "calendar_stc": "7,327,344", "caller_id": "Carol Coughlin", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Duplicate", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-20 17:34:21", "closed_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "cmdb_ci": "DatabaseServer2", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Experiencing connection issues. Unable to create connection to data source.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000036", "opened_at": "2023-07-16 17:33:49", "opened_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Issue with networking", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", "sys_created_on": "2023-07-22 17:34:28", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "4714a2aca9fe198100ecabacf6273482", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:57:58", "task_effective_number": "INC0000036", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "parent_incident", "cmdb_ci", "rfc", "urgency", "business_service", "category", "knowledge", "number", "problem_id", "description", "caused_by", "contact_type", "close_code", "close_notes" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Luke Wilson", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "User error", "close_notes": "polychaetous trihemeral strigilate moonglow octaeteric", "closed_at": "", "closed_by": "", "cmdb_ci": "Sales Force Automation", "comments": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", "comments_and_work_notes": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Pages are taking more time to load than normal.", "due_date": "", "escalation": "High", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "(2)", "impact": "2 - Medium", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000048", "opened_at": "2015-11-02 14:05:36", "opened_by": { "display_value": "Luke Wilson", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "4 - Low", "problem_id": "PRB0000006", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Having problems with Sales Tools performance", "sla_due": "2015-11-03 14:05:36", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2015-11-02 14:06:42", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a9e428cac61122760075710592216c58", "sys_mod_count": "12", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2015-11-24 07:46:20", "task_effective_number": "INC0000048", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "service_offering", "urgency", "category", "number", "close_code", "assignment_group", "parent_incident", "close_notes", "problem_id", "impact", "knowledge", "contact_type", "resolved_by", "business_service" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "Known error", "close_notes": "egipto dieback ethanethial supraocclusion lengthsomeness", "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": "Email", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0007002", "opened_at": "2018-10-16 22:47:51", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "INC0007001", "priority": "4 - Low", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Need access to the common drive.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-10-16 22:48:24", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "ff4c21c4735123002728660c4cf6a758", "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2018-12-12 23:28:49", "task_effective_number": "INC0007002", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "description", "contact_type", "resolved_by", "business_service", "caused_by", "knowledge", "cmdb_ci", "assignment_group", "impact", "problem_id", "category", "urgency", "rfc", "parent_incident" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "assignment_group": "Database", "business_duration": "25 Days 13 Hours 49 Minutes", "business_impact": "", "business_service": "", "business_stc": "2,209,752", "calendar_duration": "106 Days 20 Hours 49 Minutes", "calendar_stc": "9,233,352", "caller_id": "Don Goodliffe", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "No resolution provided", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-17 16:12:02", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "eFax", "comments": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "I tried sending a fax to a customer through the eFax online portal and also via email. My customer did not receive the fax in both instances. I don't know if this is an issue on our side with transmission or on my customer's side.", "due_date": "", "escalation": "High", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "324 South State Street, Salt Lake City,UT", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000012", "opened_at": "2023-06-24 16:07:00", "opened_by": { "display_value": "Bow Ruggeri", "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Customer didn't receive eFax", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "glide.maint", "sys_created_on": "2023-07-22 16:11:21", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46c88ac1a9fe1981014de1c831fbcf6d", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:56:12", "task_effective_number": "INC0000012", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "parent_incident", "knowledge", "impact", "rfc", "caused_by", "number", "service_offering", "problem_id", "cmdb_ci", "resolved_by", "close_notes", "contact_type", "category", "urgency" ], "template_record": { "active": "true", "activity_due": "2024-03-11 11:16:28", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "Openspace", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "1", "close_code": "Resolved by change", "close_notes": "calistheneum overanxiously coelder Slavonize rustical", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Employee payroll application server is down.Not able to login with valid credentials.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0007001", "opened_at": "2018-10-16 22:47:10", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Employee payroll application server is down.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-10-16 22:47:45", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "f12ca184735123002728660c4cf6a7ef", "sys_mod_count": "13", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 09:16:28", "task_effective_number": "INC0007001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "urgency", "category", "parent_incident", "close_code", "impact", "problem_id", "number", "assignment_group", "resolved_by", "description", "service_offering", "close_notes", "business_service", "rfc" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Howard Johnson", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" }, "assignment_group": "Software", "business_duration": "21 Days 21 Hours 48 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,892,887", "calendar_duration": "91 Days 20 Hours 48 Minutes", "calendar_stc": "7,937,287", "caller_id": "Joe Employee", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "User error", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-22 17:36:40", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Chat", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "When I try to print VISIO, my whole computer just freezes and stops working.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "400 Pryor Street Southwest, Atlanta,GA", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1081761cc611227501d063fd3475a2de" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000006", "opened_at": "2023-07-09 16:08:05", "opened_by": { "display_value": "Guest", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5136503cc611227c0183e96598c4f706" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000008", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "1 - High", "short_description": "Hangs when trying to print VISIO document", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "employee", "sys_created_on": "2022-02-04 12:42:01", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "8d6246c7c0a80164012fb063cecd4ace", "sys_mod_count": "14", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:15:59", "task_effective_number": "INC0000006", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "1 - 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System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", "comments_and_work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Main menu doesn't load when I open the SAP Financial Accounting application.", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "261 North Highway 101, Solana Beach,CA", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000052", "opened_at": "2023-09-18 13:48:40", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000011", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "SAP Financial Accounting application appears to be down", "sla_due": "2023-09-18 05:40:39", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "itil", "sys_created_on": "2023-09-18 13:48:40", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d7195138c0a8016700fd68449cfcd484", "sys_mod_count": "94", "sys_tags": "", "sys_updated_by": "system", "sys_updated_on": "2023-10-02 14:50:24", "task_effective_number": "INC0000052", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "problem_id", "parent_incident", "caused_by", "resolved_by", "assignment_group", "service_offering", "description", "category", "number", "contact_type", "rfc", "close_notes", "business_service", "close_code" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "assignment_group": "Service Desk", "business_duration": "18 Days 21 Hours 3 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,631,000", "calendar_duration": "78 Days 20 Hours 3 Minutes", "calendar_stc": "6,811,400", "caller_id": "Fred Luddy", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Known error", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-22 16:53:08", "closed_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "The landing page for our internal wiki isn't loading. I've refreshed it multiple times and it keeps timing out.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000024", "opened_at": "2023-07-22 16:52:52", "opened_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Issue with a web page on wiki", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", "sys_created_on": "2023-07-22 16:53:13", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46ee8c2fa9fe198100623592c70d643e", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:15:44", "task_effective_number": "INC0000024", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "service_offering", "description", "cmdb_ci", "close_notes", "rfc", "knowledge", "assignment_group", "contact_type", "business_service", "close_code", "category", "number", "impact", "problem_id" ], "template_record": { "active": "true", "activity_due": "2015-11-24 09:47:36", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "Service Desk", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Christen Mitchell", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "No resolution provided", "close_notes": "secluse trismus depthless tubulose semicoronated", "closed_at": "", "closed_by": "", "cmdb_ci": "SAP Materials Management", "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Nothing loads in the application. Is there an outage?", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Caller", "impact": "1 - High", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "153 South Sierra Avenue, Solana Beach,CA", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000054", "opened_at": "2015-11-02 12:49:08", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000011", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "SAP Materials Management is slow or there is an outage", "sla_due": "2015-11-02 04:45:24", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "itil", "sys_created_on": "2015-11-02 12:49:08", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d71da88ac0a801670061eabfe4b28f77", "sys_mod_count": "95", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2015-11-24 07:47:36", "task_effective_number": "INC0000054", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "problem_id", "caused_by", "contact_type", "parent_incident", "category", "service_offering", "close_code", "close_notes", "business_service", "resolved_by", "rfc", "assignment_group", "cmdb_ci", "impact" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "Workaround provided", "close_notes": "roughdry Raphidoidea biserially minutia Curupira", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", "company": "", "contact_type": "Chat", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0007002", "opened_at": "2018-10-16 22:47:51", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "INC0007001", "priority": "4 - Low", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Need access to the common drive.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-10-16 22:48:24", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "ff4c21c4735123002728660c4cf6a758", "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2018-12-12 23:28:49", "task_effective_number": "INC0007002", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } } ]