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Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assigned_to": "Assigned to", "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" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "ITIL User", "assignment_group": "", "business_duration": "14 Days 1 Minute", "business_impact": "", "business_service": "", "business_stc": "1,209,684", "calendar_duration": "18 Days 1 Minute", "calendar_stc": "1,555,284", "caller_id": "Don Goodliffe", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "User error", "close_notes": "permeation preterritorial interruptingly proctology macron", "closed_at": "2024-08-23 16:55:10", "closed_by": { "display_value": "David Loo", "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "cmdb_ci": "IBM-T42-DLG", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "lienomedullary Babouvism gossipred nonconducting tropicopolitan", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - 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High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assigned_to": "Assigned to", "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" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "Beth Anglin", "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Joe Employee", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "User error", "close_notes": "sibilatory nineteenfold Lipan regeneratress epidermic", "closed_at": "", "closed_by": "", "cmdb_ci": "*JEMPLOYEE-IBM", "comments": "2024-11-05 13:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2024-11-05 13:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2024-11-05 12:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", "comments_and_work_notes": "2024-11-05 13:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2024-11-05 13:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2024-11-05 13:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2024-11-05 12:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. 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