[ { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "business_service", "category", "assignment_group" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 1 Minute", "category": "Software", "cause_notes": null, "close_notes": "", "closed_at": "2023-07-31 23:59:05", "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": "", "confirmed_at": "", "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "campanology Iranize unstatued hunger shallowly", "due_date": "", "duplicate_of": { "display_value": "PRB0000055", "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" }, "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000105", "opened_at": "2023-07-31 23:57:29", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", "reassignment_count": "0", "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Duplicate", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Email system is down again", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2023-07-31 23:58:16", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "0d036ce4532023004247ddeeff7b12a8", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-31 23:59:05", "task_effective_number": "PRB0000105", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "description", "impact" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": "\n\t\t\t

Corporate desktop apps do not support SP2

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2022-11-17 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "SP2 is causing several applications not to work anymore.", "due_date": "", "duplicate_of": "", "escalation": "Moderate", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000019", "link": "https://dev215901.service-now.com/api/now/table/task/46e8219ba9fe1981013806b6e04fed06" }, "fix_at": "2024-03-11 09:02:28", "fix_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "\n\t\t\t

Remove Windows XP SP2

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000001", "opened_at": "2022-11-16 15:48:36", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Fix in Progress", "reassignment_count": "", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": { "display_value": "CHG0000003", "link": "https://dev215901.service-now.com/api/now/table/change_request/46e9b4afa9fe198101026e122b85f442" }, "route_reason": "", "service_offering": "", "short_description": "Windows XP SP2 causing errors in Enterprise", "sla_due": "UNKNOWN", "state": "Fix in Progress", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2022-11-16 15:48:36", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46eaa7c9a9fe198100bbe282da0d4b7d", "sys_mod_count": "17", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 10:05:55", "task_effective_number": "PRB0000001", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "description", "category", "cmdb_ci" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "Problem Solving", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 5 Minutes", "category": "Hardware", "cause_notes": "

This is a timing issue caused when you plug and unplug USB devices quickly

", "close_notes": "OS and hardware vendor cannot find the root cause as it is intermittent. So they recommend restarting the PC", "closed_at": "2023-08-01 00:09:20", "closed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "cmdb_ci": "*BETH-IBM", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-08-01 00:08:58", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "unwagered chafer shram sensistic overtenseness", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000601", "link": "https://dev215901.service-now.com/api/now/table/task/9e7f9864532023004247ddeeff7b121f" }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000109", "opened_at": "2023-08-01 00:03:54", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", "reassignment_count": "0", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Risk Accepted", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "USB port has stopped working", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2023-08-01 00:05:42", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "8f74a828532023004247ddeeff7b1295", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 11:36:26", "task_effective_number": "PRB0000109", "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": "", "workaround": "\n\t\t\t

As this is intermittent. Restarting the PC fixes this.

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "description", "cmdb_ci", "impact" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2022-11-19 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "progressively stenocephalia patriotic crossbred unterminated", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000006", "link": "https://dev215901.service-now.com/api/now/table/task/8d6246c7c0a80164012fb063cecd4ace" }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000008", "opened_at": "2022-11-16 16:06:28", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Hang when trying to print VISIO document", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "david.loo", "sys_created_on": "2022-11-16 16:06:28", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46fb0230a9fe198101a23f6712475e11", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 09:41:18", "task_effective_number": "PRB0000008", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "business_service", "service_offering", "impact" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2022-11-19 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "propension exasperatedly subungulate tatchy Gideon", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000006", "link": "https://dev215901.service-now.com/api/now/table/task/8d6246c7c0a80164012fb063cecd4ace" }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000008", "opened_at": "2022-11-16 16:06:28", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Hang when trying to print VISIO document", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "david.loo", "sys_created_on": "2022-11-16 16:06:28", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46fb0230a9fe198101a23f6712475e11", "sys_mod_count": "12", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 12:24:36", "task_effective_number": "PRB0000008", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "description", "service_offering", "business_service" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Database", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "The PeopleSoft Oracle instance is down (again).", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000010", "opened_at": "2021-06-04 15:55:28", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Oracle Down", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": "Oracle", "sys_class_name": "Problem", "sys_created_by": "pat", "sys_created_on": "2021-06-04 15:55:28", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "9d4f87a3c6112287010ed0a5ccdcba04", "sys_mod_count": "9", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-27 22:57:58", "task_effective_number": "PRB0000010", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "urgency", "cmdb_ci", "assignment_group" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "Problem Solving", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 3 Minutes", "category": "Software", "cause_notes": "

Log shows ISP was dropping/resetting the connection

", "close_notes": "patched server all is fine now.", "closed_at": "2023-07-24 23:21:08", "closed_by": "", "cmdb_ci": "IronMail-SD-01", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Email went down - failed over to alternate server but need to determine root cause on ironMail-SD-01", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "

ISP applied a fix on their side and mails are flowing smoothly again

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000055", "opened_at": "2023-07-24 23:17:17", "opened_by": { "display_value": "Bow Ruggeri", "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Email down", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "glide.maint", "sys_created_on": "2023-07-24 23:19:00", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "051e8f6cc0a8016600cdf7fd19e10414", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-28 02:48:12", "task_effective_number": "PRB0000055", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "business_service", "impact" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Hardware", "cause_notes": null, "close_notes": "This is a Service Catalog item request", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "", "confirmed_by": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "vitric multiparous calorifical pentanone spinuliferous", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000020", "link": "https://dev215901.service-now.com/api/now/table/task/46edaa6aa9fe198101b9d14ced16619f" }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000003", "opened_at": "2022-11-16 16:07:08", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", "reassignment_count": "", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Canceled", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Request for a Blackberry", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "david.loo", "sys_created_on": "2022-11-16 16:07:08", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46fb9e31a9fe198101492060c2a4f8cb", "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-27 02:54:38", "task_effective_number": "PRB0000003", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "business_service", "description", "service_offering" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 1 Minute", "category": "Software", "cause_notes": "

Switch to IPv6 caused IP issues

", "close_notes": "needed latest patch - after patch all is well\n\t\t", "closed_at": "2023-07-24 22:45:58", "closed_by": "", "cmdb_ci": "EXCH-SD-05", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Exchange server outage", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "

needed latest patch - after patch all is well

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000051", "opened_at": "2023-07-24 22:44:01", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", "reassignment_count": "", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Exchange server outage", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "glide.maint", "sys_created_on": "2023-07-24 22:45:11", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "05001913c0a8016600161851785e5219", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-28 02:43:10", "task_effective_number": "PRB0000051", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "cmdb_ci", "short_description", "description" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "Problem Solving", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": "

Siebel SFA does not support this version of Orcale

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "Sales Force Automation", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-05-23 16:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Performance of the Siebel SFA software has been severely degraded since the upgrade performed this weekend. We moved to an unsupported Oracle DB version.", "due_date": "", "duplicate_of": "", "escalation": "High", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000046", "link": "https://dev215901.service-now.com/api/now/table/task/a9e30c7dc61122760116894de7bcc7bd" }, "fix_at": "2024-03-11 08:24:51", "fix_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "

Upgrade to the latest version of Oracle

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000006", "opened_at": "2023-01-24 14:07:07", "opened_by": { "display_value": "Bow Ruggeri", "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Fix in Progress", "reassignment_count": "1", "related_incidents": "2", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": { "display_value": "CHG0000001", "link": "https://dev215901.service-now.com/api/now/table/change_request/a9e9c33dc61122760072455df62663d2" }, "route_reason": "", "service_offering": "", "short_description": "Can't access SFA software", "sla_due": "UNKNOWN", "state": "Fix in Progress", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "ITIL User", "sys_created_on": "2023-01-24 14:07:07", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a9e4890bc6112276003d7a5a5c774a74", "sys_mod_count": "19", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 10:06:48", "task_effective_number": "PRB0000006", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "urgency", "service_offering", "category" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Hardware", "cause_notes": "

Unknown user changes caused performance issues

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "Windows", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-09-12 10:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "A few days ago I made some modification to some Windows config, and since then my laptop is performing slowly. Is there any way to go back to a previous state?", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "

Re-imaged the laptop

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "true", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000014", "opened_at": "2023-09-12 10:39:07", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Resolved", "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "My laptop is performing very badly", "sla_due": "UNKNOWN", "state": "Resolved", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2023-09-12 10:55:38", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "1998e51967b032004792adab9485effa", "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-27 23:21:09", "task_effective_number": "PRB0000014", "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": "", "workaround": "

Re-imaged the laptop

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "service_offering", "description", "short_description" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "Problem Solving", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 3 Minutes", "category": "Software", "cause_notes": "

Log shows ISP was dropping/resetting the connection

", "close_notes": "patched server all is fine now.", "closed_at": "2023-07-24 23:21:08", "closed_by": "", "cmdb_ci": "IronMail-SD-01", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Email went down - failed over to alternate server but need to determine root cause on ironMail-SD-01", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "

ISP applied a fix on their side and mails are flowing smoothly again

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000055", "opened_at": "2023-07-24 23:17:17", "opened_by": { "display_value": "Bow Ruggeri", "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Email down", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "glide.maint", "sys_created_on": "2023-07-24 23:19:00", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "051e8f6cc0a8016600cdf7fd19e10414", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-28 02:48:12", "task_effective_number": "PRB0000055", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "urgency", "impact", "short_description" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 1 Minute", "category": "Software", "cause_notes": null, "close_notes": "", "closed_at": "2023-07-31 23:59:05", "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": "", "confirmed_at": "", "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Odobenidae tetradynamian beardy pegmatite forechamber", "due_date": "", "duplicate_of": { "display_value": "PRB0000055", "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" }, "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000105", "opened_at": "2023-07-31 23:57:29", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", "reassignment_count": "0", "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Duplicate", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Email system is down again", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2023-07-31 23:58:16", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "0d036ce4532023004247ddeeff7b12a8", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-31 23:59:05", "task_effective_number": "PRB0000105", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "cmdb_ci", "urgency", "business_service" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": "

Sample cause notes

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "Zoom V.92 USB Modem", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "", "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Issue in connecting to internet using modem.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0001001", "opened_at": "2018-10-07 06:06:53", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "0", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Issue in connecting to internet using modem.", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2018-10-07 06:07:35", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a1e0f770734123002728660c4cf6a745", "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 11:38:04", "task_effective_number": "PRB0001001", "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": "", "workaround": "

Sample workaround

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "assignment_group", "description" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Database", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "The PeopleSoft Oracle instance is down (again).", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000010", "opened_at": "2021-06-04 15:55:28", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Oracle Down", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": "Oracle", "sys_class_name": "Problem", "sys_created_by": "pat", "sys_created_on": "2021-06-04 15:55:28", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "9d4f87a3c6112287010ed0a5ccdcba04", "sys_mod_count": "9", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-27 22:57:58", "task_effective_number": "PRB0000010", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "business_service", "cmdb_ci" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "Problem Solving", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 1 Minute", "category": "Database", "cause_notes": null, "close_notes": "", "closed_at": "2023-07-24 23:08:09", "closed_by": "", "cmdb_ci": "lawson_db", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Lawson DB seems to be running slowly. Tried several things and need to find the root cause", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000032", "opened_at": "2023-07-24 23:06:17", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Root Cause Analysis", "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Lawson DB seems to be running slowly", "sla_due": "UNKNOWN", "state": "Root Cause Analysis", "subcategory": "Oracle", "sys_class_name": "Problem", "sys_created_by": "glide.maint", "sys_created_on": "2023-07-24 23:07:53", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "05147c3ec0a8016600da5b1a92269b3d", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-27 23:45:53", "task_effective_number": "PRB0000032", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "category", "urgency" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "Network", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Network", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "ny8500-nbxs09", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "", "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Connections seem to be slow", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0048021", "opened_at": "2024-03-12 21:28:22", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "New", "reassignment_count": "0", "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Slow switching", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2024-03-12 21:28:27", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "8e7c8f5793b80e1071f773118bba1078", "sys_mod_count": "0", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-12 21:28:27", "task_effective_number": "PRB0048021", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "assignment_group", "cmdb_ci", "description" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "Problem Solving", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": "

Siebel SFA does not support this version of Orcale

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "Sales Force Automation", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-05-23 16:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Performance of the Siebel SFA software has been severely degraded since the upgrade performed this weekend. We moved to an unsupported Oracle DB version.", "due_date": "", "duplicate_of": "", "escalation": "High", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000046", "link": "https://dev215901.service-now.com/api/now/table/task/a9e30c7dc61122760116894de7bcc7bd" }, "fix_at": "2024-03-11 08:24:51", "fix_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "

Upgrade to the latest version of Oracle

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000006", "opened_at": "2023-01-24 14:07:07", "opened_by": { "display_value": "Bow Ruggeri", "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Fix in Progress", "reassignment_count": "1", "related_incidents": "2", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": { "display_value": "CHG0000001", "link": "https://dev215901.service-now.com/api/now/table/change_request/a9e9c33dc61122760072455df62663d2" }, "route_reason": "", "service_offering": "", "short_description": "Can't access SFA software", "sla_due": "UNKNOWN", "state": "Fix in Progress", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "ITIL User", "sys_created_on": "2023-01-24 14:07:07", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a9e4890bc6112276003d7a5a5c774a74", "sys_mod_count": "27", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 12:08:01", "task_effective_number": "PRB0000006", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "service_offering", "short_description", "impact" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 1 Minute", "category": "Software", "cause_notes": "

Switch to IPv6 caused IP issues

", "close_notes": "needed latest patch - after patch all is well\n\t\t", "closed_at": "2023-07-24 22:45:58", "closed_by": "", "cmdb_ci": "EXCH-SD-05", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Exchange server outage", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "

needed latest patch - after patch all is well

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000051", "opened_at": "2023-07-24 22:44:01", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", "reassignment_count": "", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Exchange server outage", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "glide.maint", "sys_created_on": "2023-07-24 22:45:11", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "05001913c0a8016600161851785e5219", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-28 02:43:10", "task_effective_number": "PRB0000051", "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": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "service_offering", "urgency", "category" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Hardware", "cause_notes": "

Unknown user changes caused performance issues

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "Windows", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-09-12 10:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "A few days ago I made some modification to some Windows config, and since then my laptop is performing slowly. Is there any way to go back to a previous state?", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "

Re-imaged the laptop

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "true", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000014", "opened_at": "2023-09-12 10:39:07", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Resolved", "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "My laptop is performing very badly", "sla_due": "UNKNOWN", "state": "Resolved", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2023-09-12 10:55:38", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "1998e51967b032004792adab9485effa", "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-27 23:21:09", "task_effective_number": "PRB0000014", "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": "", "workaround": "

Re-imaged the laptop

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } } ]