[ { "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", "resolved_by", "rfc", "service_offering", "caused_by", "urgency", "contact_type", "cmdb_ci", "parent_incident", "impact", "close_code", "description", "category", "close_notes", "number", "assignment_group" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "assignment_group": "Service Desk", "business_duration": "20 Days 6 Hours 5 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,749,949", "calendar_duration": "84 Days 21 Hours 5 Minutes", "calendar_stc": "7,333,549", "caller_id": "Rick Berzle", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "No resolution provided", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-17 15:55:16", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "I can't remember my password and need to log in. Can someone reset my password asap? I am blocked on several urgent items until I can log in again.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000009", "opened_at": "2023-07-16 15:50:23", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Reset my password", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-22 15:51:33", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46b66a40a9fe198101f243dfbc79033d", "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:16:04", "task_effective_number": "INC0000009", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "parent_incident", "category", "urgency", "description", "assignment_group", "number", "close_notes", "close_code", "contact_type", "business_service", "impact", "rfc", "knowledge", "cmdb_ci", "service_offering", "caused_by" ], "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": "1", "close_code": "Solution provided", "close_notes": "cottaged pseudoapoplexy formication reinfestation switched", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "company": "", "contact_type": "Self-service", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "I am not able to edit a wiki page.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "2 - Medium", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0009001", "opened_at": "2018-09-11 20:56:26", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Unable to post content on a Wiki page", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-09-11 20:57:01", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a623cdb073a023002728660c4cf6a768", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2018-12-12 23:32:42", "task_effective_number": "INC0009001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "cmdb_ci", "parent_incident", "caused_by", "impact", "assignment_group", "close_code", "knowledge", "service_offering", "resolved_by", "description", "category", "rfc", "urgency", "problem_id", "close_notes", "number" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Bud Richman", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by caller", "close_notes": "takin discontinuer lherzolite gymnosophist menometastasis", "closed_at": "", "closed_by": "", "cmdb_ci": "Sales Force Automation", "comments": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to login to SFA even though login credentials are correct.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": { "display_value": "324 South State Street, Salt Lake City,UT", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000046", "opened_at": "2023-09-18 15:04:15", "opened_by": { "display_value": "Bud Richman", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "PRB0000006", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Can't access SFA software", "sla_due": "2023-09-27 15:04:15", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-09-17 15:05:30", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a9e30c7dc61122760116894de7bcc7bd", "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "glide.maint", "sys_updated_on": "2023-09-17 15:37:27", "task_effective_number": "INC0000046", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "problem_id", "assignment_group", "number", "business_service", "resolved_by", "urgency", "parent_incident", "rfc", "service_offering", "knowledge", "close_code", "description", "impact", "contact_type", "caused_by", "cmdb_ci" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Problem CoordinatorATF", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "User error", "close_notes": "Murillo Tonna anagrammatically each umpirage", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "contact_type": "Walk-in", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to access the personal details section in payroll portal", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Problem", "impact": "3 - Low", "incident_state": "On Hold", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0001990", "opened_at": "2020-06-07 09:02:25", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "PRB0001001", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Unable to access the personal details section in payroll portal", "sla_due": "UNKNOWN", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2020-06-07 09:03:43", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a2496c05731110107418660c4cf6a711", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2020-06-07 09:04:34", "task_effective_number": "INC0001990", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "number", "close_code", "close_notes", "business_service", "parent_incident", "service_offering", "impact", "description", "assignment_group", "resolved_by", "contact_type", "knowledge", "problem_id", "urgency", "category", "caused_by" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Bud Richman", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by problem", "close_notes": "wagonable odontoplast overgratefully creaker without", "closed_at": "", "closed_by": "", "cmdb_ci": "WEBSERVER", "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Caller", "impact": "2 - Medium", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "1050 Sunnyview Road Northeast, Salem,OR", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000040", "opened_at": "2023-07-11 17:42:45", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "JavaScript error on hiring page of corporate website", "sla_due": "UNKNOWN", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-07-11 17:43:54", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "471d4732a9fe198100affbf655e59172", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:46:30", "task_effective_number": "INC0000040", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "service_offering", "resolved_by", "assignment_group", "close_notes", "number", "knowledge", "caused_by", "rfc", "description", "close_code", "impact", "problem_id", "category", "business_service", "urgency", "contact_type" ], "template_record": { "active": "false", "activity_due": "2023-10-02 16:58:36", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Bud Richman", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" }, "assignment_group": "", "business_duration": "26 Days 15 Hours 14 Minutes", "business_impact": "", "business_service": "", "business_stc": "2,301,243", "calendar_duration": "109 Days 23 Hours 36 Minutes", "calendar_stc": "9,502,588", "caller_id": "Bow Ruggeri", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "User error", "close_notes": "Done", "closed_at": "2023-10-10 16:19:01", "closed_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "cmdb_ci": "", "comments": "2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", "comments_and_work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Logged in and didn't see my home directory. Logged out and back in again and it's still not appearing. 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System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to login to SFA even though login credentials are correct.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": { "display_value": "324 South State Street, Salt Lake City,UT", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000046", "opened_at": "2023-09-18 15:04:15", "opened_by": { "display_value": "Bud Richman", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "PRB0000006", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Can't access SFA software", "sla_due": "2023-09-27 15:04:15", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-09-17 15:05:30", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a9e30c7dc61122760116894de7bcc7bd", "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "glide.maint", "sys_updated_on": "2023-09-17 15:37:27", "task_effective_number": "INC0000046", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "contact_type", "assignment_group", "rfc", "description", "urgency", "close_code", "resolved_by", "parent_incident", "service_offering", "cmdb_ci", "close_notes", "problem_id", "business_service", "caused_by", "knowledge", "impact" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "assignment_group": "Hardware", "business_duration": "19 Days 21 Hours 47 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,720,053", "calendar_duration": "83 Days 20 Hours 47 Minutes", "calendar_stc": "7,246,053", "caller_id": "Joe Employee", "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 16:08:57", "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": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Where do I find toner for the HP 950C I have?", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "Five Points 2009 Fairview RD, Raleigh, NC", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000008", "opened_at": "2023-07-17 16:08:39", "opened_by": { "display_value": "Joe Employee", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "1 - High", "short_description": "Printer in my office is out of toner", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "employee", "sys_created_on": "2022-02-04 12:43:58", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "8d641046c0a80164000bc7c0d3ed46a0", "sys_mod_count": "19", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:16:02", "task_effective_number": "INC0000008", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "caused_by", "cmdb_ci", "rfc", "number", "assignment_group", "urgency", "close_notes", "contact_type", "service_offering", "problem_id", "knowledge", "business_service", "description", "category", "parent_incident", "resolved_by" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:50:33", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "assignment_group": "Software", "business_duration": "5 Days", "business_impact": "", "business_service": "", "business_stc": "432,000", "calendar_duration": "5 Days", "calendar_stc": "432,024", "caller_id": "Fred Luddy", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "User error", "close_notes": "Latax supracensorious anathemize coafforest overgrieve", "closed_at": "2023-06-30 16:39:10", "closed_by": "", "cmdb_ci": "Saints and Sinners Bingo", "comments": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", "comments_and_work_notes": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "There was a software update two days ago and now my VPN doesn't work. Nothing loads when I click on the VPN client icon on my desktop.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "324 South State Street, Salt Lake City,UT", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000015", "opened_at": "2023-06-25 16:38:46", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "I can't launch my VPN client since the last software update", "sla_due": "2023-07-14 18:00:00", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-07-11 16:40:15", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46e2fee9a9fe19810049b49dee0daf58", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:50:33", "task_effective_number": "INC0000015", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "resolved_by", "caused_by", "urgency", "assignment_group", "problem_id", "rfc", "knowledge", "contact_type", "close_code", "description", "impact", "category", "business_service", "close_notes", "cmdb_ci", "parent_incident" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Charlie Whitherspoon", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46b87022a9fe198101a78787e40d7547" }, "assignment_group": "Service Desk", "business_duration": "21 Days 21 Hours 46 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,892,781", "calendar_duration": "91 Days 20 Hours 46 Minutes", "calendar_stc": "7,937,181", "caller_id": "Fred Luddy", "category": "Network", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Workaround provided", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-10 16:10:06", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "MailServerUS", "comments": "", "comments_and_work_notes": "", "company": "", "contact_type": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "User can't access email on mail.company.com.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000001", "opened_at": "2023-07-09 16:09:51", "opened_by": { "display_value": "Joe Employee", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000007", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "1 - High", "short_description": "Can't read email", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "pat", "sys_created_on": "2022-02-07 10:24:13", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "9c573169c611228700193229fff72400", "sys_mod_count": "21", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:16:07", "task_effective_number": "INC0000001", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "urgency", "rfc", "parent_incident", "problem_id", "impact", "category", "service_offering", "caused_by", "close_code", "number", "resolved_by", "assignment_group", "contact_type", "cmdb_ci", "business_service", "knowledge" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Bud Richman", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" }, "assignment_group": "Service Desk", "business_duration": "20 Days 6 Hours 27 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,751,222", "calendar_duration": "84 Days 21 Hours 27 Minutes", "calendar_stc": "7,334,822", "caller_id": "Fred Luddy", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by problem", "close_notes": "Walked him through settng his password, again.", "closed_at": "2023-07-17 17:40:24", "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": "", "contact_type": "Chat", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "User forgot their email password.", "due_date": "", "escalation": "Moderate", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000004", "opened_at": "2023-07-16 15:49:22", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 13:16:24", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "1 - High", "short_description": "Forgot email password", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "pat", "sys_created_on": "2022-02-07 14:34:12", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "9d3c1197c611228701cd1d94bc32d76d", "sys_mod_count": "9", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:16:24", "task_effective_number": "INC0000004", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "close_notes", "knowledge", "close_code", "business_service", "category", "cmdb_ci", "service_offering", "parent_incident", "contact_type", "assignment_group", "number", "resolved_by", "urgency", "rfc", "caused_by", "description" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:40:45", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Joe Employee", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by caller", "close_notes": "speakeress eugeny figuresome bigness sexdigitate", "closed_at": "", "closed_by": "", "cmdb_ci": "SAP Controlling", "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n", "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000051", "opened_at": "2023-09-18 13:48:32", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000011", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Manager can't access SAP Controlling application", "sla_due": "2023-09-18 05:36:33", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "itil", "sys_created_on": "2023-09-18 13:48:32", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d7158da0c0a8016700eef46c8d1f3661", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:40:45", "task_effective_number": "INC0000051", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "assignment_group", "contact_type", "resolved_by", "urgency", "impact", "problem_id", "category", "caused_by", "close_code", "knowledge", "number", "business_service", "parent_incident", "description", "close_notes", "rfc" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "Resolved by request", "close_notes": "pointless Kanthan stegocephalian glucosaemia nauseously", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "company": "", "contact_type": "Self-service", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to access the shared folder. Please provide access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0009009", "opened_at": "2018-08-30 01:06:16", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "4 - Low", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Unable to access the shared folder.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-08-30 01:06:52", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "57af7aec73d423002728660c4cf6a71c", "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2018-12-12 23:30:24", "task_effective_number": "INC0009009", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "work_notes_list": "", "work_start": "" } } ]