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High", "incident_state": "In Progress", "knowledge": "false", "location": "", "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000044", "opened_at": "2023-07-11 17:47:08", "opened_by": { "display_value": "Joe Employee", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "2 - High", "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": "Can't log into SAP from my laptop today", "sla_due": "UNKNOWN", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "employee", "sys_created_on": "2023-07-11 17:47:11", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "47204688a9fe1981011a20af100f381a", "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:52:03", "task_effective_number": "INC0000044", "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", "assignment_group", "close_notes", "impact", "category", "urgency", "number", "close_code", "parent_incident", "description", "knowledge", "service_offering", "business_service", "cmdb_ci", "contact_type", "caused_by", "rfc", "resolved_by" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "assignment_group": "Software", "business_duration": "19 Days 5 Hours 38 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,661,930", "calendar_duration": "79 Days 20 Hours 38 Minutes", "calendar_stc": "6,899,930", "caller_id": "Joe Employee", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Workaround provided", "close_notes": "Gave workaround", "closed_at": "2023-07-22 16:18:40", "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": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Noticing today that any time I send an email with an attachment, it takes at least 20 seconds to send. This happens regardless of the attachment size.", "due_date": "", "escalation": "Normal", "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": "INC0000013", "opened_at": "2023-07-21 16:15:58", "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": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:54:48", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "EMAIL is slow when an attachment is involved", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-22 16:18:07", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46cebb88a9fe198101aee93734f9768b", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:54:48", "task_effective_number": "INC0000013", "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", "contact_type", "service_offering", "number", "close_notes", "description", "impact", "category", "urgency", "business_service", "parent_incident", "caused_by", "rfc", "problem_id", "resolved_by", "assignment_group", "knowledge", "cmdb_ci" ], "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 problem", "close_notes": "adhere overcup larcenic Armadillididae hoplomachy", "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", "contact_type", "business_service", "service_offering", "resolved_by", "description", "category", "close_code", "problem_id", "close_notes", "caused_by", "knowledge", "number", "impact", "parent_incident", "assignment_group", "cmdb_ci", "rfc" ], "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": "Known error", "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": "Self-service", "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", "problem_id", "assignment_group", "contact_type", "urgency", "rfc", "description", "parent_incident", "business_service", "cmdb_ci", "close_code", "caused_by", "impact", "category", "knowledge", "service_offering", "close_notes", "number" ], "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": "Service Desk", "business_duration": "20 Days 4 Hours 19 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,743,569", "calendar_duration": "84 Days 19 Hours 19 Minutes", "calendar_stc": "7,327,169", "caller_id": "Bow Ruggeri", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by caller", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-23 17:37:14", "closed_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "cmdb_ci": "Adobe Acrobat 7.0.3 and Reader 7.0.3 Update", "comments": "2023-07-11 17:38:00 - System Administrator (Additional comments)\nPlease assist user with PDF creation. \n\n", "comments_and_work_notes": "2023-07-11 17:38:00 - System Administrator (Additional comments)\nPlease assist user with PDF creation. \n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to edit any PDFs in Acrobat. All my PDFs are read only now. How do I unlock them?", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "2 - Medium", "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": "INC0000038", "opened_at": "2023-07-16 17:36:44", "opened_by": { "display_value": "Fred Luddy", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "4 - Low", "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": "my PDF docs are all locked from editing", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-07-22 17:38:00", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "4717dfe5a9fe198100450448b2404c16", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:57:55", "task_effective_number": "INC0000038", "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", "service_offering", "close_notes", "number", "business_service", "resolved_by", "assignment_group", "knowledge", "impact", "caused_by", "close_code", "rfc", "urgency", "category", "description", "cmdb_ci", "contact_type" ], "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": "Duplicate", "close_notes": "Microsporum streptococcal dain coexertion phoneidoscopic", "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", "cmdb_ci", "urgency", "assignment_group", "contact_type", "description", "problem_id", "caused_by", "number", "category", "close_code", "impact", "knowledge", "service_offering", "close_notes", "resolved_by", "business_service", "rfc" ], "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": "Resolved by problem", "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", "assignment_group", "description", "cmdb_ci", "problem_id", "knowledge", "resolved_by", "close_code", "service_offering", "rfc", "urgency", "number", "close_notes", "business_service", "contact_type", "parent_incident", "impact", "category" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "0 Seconds", "business_impact": "", "business_service": "", "business_stc": "0", "calendar_duration": "5 Minutes", "calendar_stc": "323", "caller_id": "David Miller", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "Resolved by caller", "close_notes": "Reverted to a previous version.", "closed_at": "2018-12-09 19:29:09", "closed_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "contact_type": "Walk-in", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "While launching the defect tracking base URL, it is redirecting to an error page.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0009004", "opened_at": "2018-09-01 06:13:30", "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": "2018-09-01 06:18:53", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Defect tracking tool is down.", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-09-01 06:14:04", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "e329de99731423002728660c4cf6a73c", "sys_mod_count": "9", "sys_tags": "", "sys_updated_by": "system", "sys_updated_on": "2023-10-10 16:19:01", "task_effective_number": "INC0009004", "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": "", "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", "service_offering", "cmdb_ci", "parent_incident", "caused_by", "business_service", "close_notes", "description", "contact_type", "number", "knowledge", "impact", "assignment_group", "close_code", "urgency", "category", "resolved_by" ], "template_record": { "active": "true", "activity_due": "2023-10-02 16:37:25", "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": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Beth Anglin", "category": "Network", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Duplicate", "close_notes": "armigeral balei goldfielder glossolabial toothaching", "closed_at": "", "closed_by": "", "cmdb_ci": "nyc rac nas200", "comments": "2023-09-30 10:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2023-09-30 10:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2023-09-30 10:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2023-09-18 11:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n", "comments_and_work_notes": "2023-10-02 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2023-09-30 10:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2023-09-30 10:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2023-09-30 10:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2023-09-18 11:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\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": "Receiving error message with \"network path not found.\"", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "2 - Medium", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "450 Lexington Avenue, New York,NY", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/5f669b59c0a8010e00209343c0c6f9c1" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000049", "opened_at": "2023-09-18 14:56:37", "opened_by": { "display_value": "", "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "2 - High", "problem_id": "", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Network storage unavailable", "sla_due": "2025-05-20 22:56:37", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "glide.maint", "sys_created_on": "2023-09-18 11:05:40", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "ef4225a40a0a0b5700d0b8a790747812", "sys_mod_count": "37", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:52:34", "task_effective_number": "INC0000049", "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 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\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", "category", "cmdb_ci", "parent_incident", "knowledge", "service_offering", "problem_id", "impact", "resolved_by", "number", "rfc", "urgency", "business_service", "description", "close_code", "close_notes", "caused_by" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:50:33", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "assignment_group": "Software", "business_duration": "5 Days", "business_impact": "", "business_service": "", "business_stc": "432,000", "calendar_duration": "5 Days", "calendar_stc": "432,024", "caller_id": "Fred Luddy", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Solution provided", "close_notes": "Isadora upcanyon stinter unprosodic mononychous", "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", "description", "assignment_group", "problem_id", "contact_type", "impact", "close_notes", "close_code", "knowledge", "parent_incident", "urgency", "caused_by", "resolved_by", "service_offering", "cmdb_ci", "number", "category", "business_service" ], "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 problem", "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", "knowledge", "problem_id", "urgency", "category", "contact_type", "impact", "number", "rfc", "parent_incident", "cmdb_ci", "close_code", "service_offering", "resolved_by", "business_service", "close_notes", "caused_by", "assignment_group" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:51:23", "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": "Hardware", "business_duration": "11 Days 2 Hours 38 Minutes", "business_impact": "", "business_service": "", "business_stc": "959,937", "calendar_duration": "16 Days", "calendar_stc": "1,382,417", "caller_id": "Bow Ruggeri", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by caller", "close_notes": "Idaho racketproof Fouquieriaceae schillerize supercaption", "closed_at": "2023-07-06 16:40:40", "closed_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "cmdb_ci": "", "comments": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", "comments_and_work_notes": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\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 puddles of water on the floor of the server room. We've put buckets out to collect the water until this is fixed.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "1050 Sunnyview Road Northeast, Salem,OR", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000016", "opened_at": "2023-06-20 16:40:23", "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": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Rain is leaking on main DNS Server", "sla_due": "UNKNOWN", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-07-11 16:41:15", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46e3e949a9fe19810069b824ba2c761a", "sys_mod_count": "7", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:51:23", "task_effective_number": "INC0000016", "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", "service_offering", "impact", "description", "category", "business_service", "caused_by", "knowledge", "close_code", "rfc", "contact_type", "assignment_group", "number", "cmdb_ci", "problem_id", "urgency", "resolved_by", "close_notes" ], "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": "lymphoblast stroker bromgelatin Choroti titty", "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", "category", "parent_incident", "caused_by", "close_code", "urgency", "business_service", "service_offering", "number", "contact_type", "rfc", "assignment_group", "cmdb_ci", "resolved_by", "close_notes", "problem_id", "knowledge", "description" ], "template_record": { "active": "true", "activity_due": "2023-10-02 16:50:20", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Fred Luddy", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" }, "assignment_group": "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 change", "close_notes": "preterpluperfect refractively distortion Cluniacensian absorptiveness", "closed_at": "", "closed_by": "", "cmdb_ci": "SAP Financial Accounting", "comments": "2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:08 - 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 - 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