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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? 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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? 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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", "number", "impact", "knowledge", "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": "Hardware", "business_duration": "23 Days 20 Hours 36 Minutes", "business_impact": "", "business_service": "", "business_stc": "2,061,396", "calendar_duration": "99 Days 19 Hours 36 Minutes", "calendar_stc": "8,624,196", "caller_id": "Joe Employee", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Workaround provided", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-01 17:35:27", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Multiple employees have reported that they are unable to send/receive email.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000032", "opened_at": "2023-07-01 17:19:36", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "EMAIL Server Down Again", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-22 17:20:14", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "47079b68a9fe198100a614a4c225c88d", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:15:54", "task_effective_number": "INC0000032", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "close_notes", "problem_id", "cmdb_ci", "contact_type", "parent_incident" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "Resolved by request", "close_notes": "incompletability vowelist chorographically Epeiridae eupyrchroite", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "company": "", "contact_type": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to access the shared folder. Please provide access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0009009", "opened_at": "2018-08-30 01:06:16", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "4 - Low", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Unable to access the shared folder.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-08-30 01:06:52", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "57af7aec73d423002728660c4cf6a71c", "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2018-12-12 23:30:24", "task_effective_number": "INC0009009", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "work_notes_list": "", "work_start": "" } }, { "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", "knowledge", "caused_by", "rfc", "number" ], "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": "cavernicolous euryprognathous I foolhardy etamine", "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", "close_notes", "parent_incident", "category", "impact", "knowledge" ], "template_record": { "active": "true", "activity_due": "2015-11-24 09:47:36", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "Service Desk", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Christen Mitchell", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Solution provided", "close_notes": "inosinic curability Eireannach pangamously peripeteia", "closed_at": "", "closed_by": "", "cmdb_ci": "SAP Materials Management", "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Nothing loads in the application. Is there an outage?", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Caller", "impact": "1 - High", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "153 South Sierra Avenue, Solana Beach,CA", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000054", "opened_at": "2015-11-02 12:49:08", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000011", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "SAP Materials Management is slow or there is an outage", "sla_due": "2015-11-02 04:45:24", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "itil", "sys_created_on": "2015-11-02 12:49:08", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d71da88ac0a801670061eabfe4b28f77", "sys_mod_count": "95", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2015-11-24 07:47:36", "task_effective_number": "INC0000054", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "category", "resolved_by", "service_offering", "knowledge", "contact_type" ], "template_record": { "active": "true", "activity_due": "2023-09-30 12:54:01", "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": "Service Desk", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Charlie Whitherspoon", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by change", "close_notes": "cingulated calorist chlorophyllide desireful avolation", "closed_at": "", "closed_by": "", "cmdb_ci": "WeatherBug", "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": "WeatherBug icon has disappeared from my desktop. Unable to get my weather report.", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "Johannesburg", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25c1dc820a0a0bb300190ad8f85b3839" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000029", "opened_at": "2023-07-09 17:00:44", "opened_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "I can't get my weather report", "sla_due": "2023-07-10 01:00:44", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", "sys_created_on": "2023-07-11 17:01:31", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46f67787a9fe198101e06dfcf3a78e99", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:50:57", "task_effective_number": "INC0000029", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "rfc", "assignment_group", "knowledge", "problem_id", "parent_incident" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Luke Wilson", "category": "Network", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by request", "close_notes": "flanque shim mycetomatous victualing rhynchocoelous", "closed_at": "", "closed_by": "", "cmdb_ci": "Sales Force Automation", "comments": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", "comments_and_work_notes": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Pages are taking more time to load than normal.", "due_date": "", "escalation": "High", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "(2)", "impact": "2 - Medium", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000048", "opened_at": "2015-11-02 14:05:36", "opened_by": { "display_value": "Luke Wilson", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "4 - 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System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\n\t\t\n\n", "comments_and_work_notes": "2023-07-11 16:45:51 - System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\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 downloaded and installed 64-bit Windows 7 virtual machine and I can't get it to launch. I'm not sure if I need 64-bit or 32-bit.", "due_date": "", "escalation": "Moderate", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "2 - Medium", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "Five Points 2009 Fairview RD, Raleigh, NC", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000019", "opened_at": "2023-06-28 16:44:39", "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": "2 - High", "problem_id": "PRB0000001", "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 launch 64-bit Windows 7 virtual machine", "sla_due": "2023-06-29 16:44:39", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-07-11 16:45:51", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46e8219ba9fe1981013806b6e04fed06", "sys_mod_count": "10", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:46:13", "task_effective_number": "INC0000019", "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", "rfc", "parent_incident", "business_service", "knowledge", "caused_by" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Bow Ruggeri", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Workaround provided", "close_notes": "hypertonicity sulphocarbimide incompatibility doveflower Archie", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\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": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": "", "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000041", "opened_at": "2023-07-11 17:44:53", "opened_by": { "display_value": "Bow Ruggeri", "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "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": "My desk phone does not work", "sla_due": "UNKNOWN", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "bow", "sys_created_on": "2023-07-11 17:45:27", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "471eb058a9fe198100f89592e1ea93d3", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:52:15", "task_effective_number": "INC0000041", "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", "business_service", "problem_id", "close_notes", "cmdb_ci", "service_offering" ], "template_record": { "active": "false", "activity_due": "2023-10-02 16:17:01", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Bud Richman", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" }, "assignment_group": "Hardware", "business_duration": "21 Days 15 Hours 14 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,869,258", "calendar_duration": "89 Days 7 Minutes", "calendar_stc": "7,690,046", "caller_id": "Alejandro Mascall", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Duplicate", "close_notes": "Fixed", "closed_at": "2023-10-10 16:19:01", "closed_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", "comments_and_work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", "company": { "display_value": "ACME Germany", "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" }, "contact_type": "Email", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000005", "opened_at": "2023-07-05 16:06:52", "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": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-02 16:14:18", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "1 - High", "short_description": "CPU load high for over 10 minutes", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2022-02-11 07:14:01", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "e8e875b0c0a80164009dc852b4d677d5", "sys_mod_count": "15", "sys_tags": "", "sys_updated_by": "system", "sys_updated_on": "2023-10-10 16:19:01", "task_effective_number": "INC0000005", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "cmdb_ci", "rfc", "problem_id", "resolved_by", "close_notes" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Beth Anglin", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" }, "assignment_group": "", "business_duration": "20 Days 5 Hours 4 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,746,251", "calendar_duration": "84 Days 20 Hours 4 Minutes", "calendar_stc": "7,329,851", "caller_id": "Fred Luddy", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Duplicate", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-21 16:52:17", "closed_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "We have a new hire starting on Monday. She will need to be set up with a desk, laptop, phone, email account, and systems access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "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": "INC0000021", "opened_at": "2023-07-16 16:52:01", "opened_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "New employee hire", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", "sys_created_on": "2023-07-22 16:52:18", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46ee0924a9fe198100f1cf78c198454a", "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:56:12", "task_effective_number": "INC0000021", "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", "close_code", "service_offering", "contact_type", "assignment_group", "knowledge" ], "template_record": { "active": "true", "activity_due": "2023-10-02 18:08:31", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Beth Anglin", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" }, "assignment_group": "Service Desk", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Carol Coughlin", "category": "Database", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Workaround provided", "close_notes": "pinnate carunculated steamship cheiropterygium turner", "closed_at": "", "closed_by": "", "cmdb_ci": "SAP Sales and Distribution", "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n", "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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 get into the SAP Sales app. It was working yesterday.", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000055", "opened_at": "2023-09-18 21:47:23", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000011", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "SAP Sales app is not accessible", "sla_due": "2023-09-18 05:47:23", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "itil", "sys_created_on": "2023-09-18 21:49:39", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d71f7935c0a8016700802b64c67c11c6", "sys_mod_count": "10", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-02 16:08:31", "task_effective_number": "INC0000055", "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 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "impact", "close_code", "rfc", "parent_incident", "knowledge" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:37:05", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Beth Anglin", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" }, "assignment_group": "Hardware", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Jerrod Bennett", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Workaround provided", "close_notes": "Wailaki ilial colpeo underprize undercellarer", "closed_at": "", "closed_by": "", "cmdb_ci": "EXCH-SD-05", "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Can't connect to Exchange. 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She will need to be set up with a desk, laptop, phone, email account, and systems access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "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": "INC0000021", "opened_at": "2023-07-16 16:52:01", "opened_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "New employee hire", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", "sys_created_on": "2023-07-22 16:52:18", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46ee0924a9fe198100f1cf78c198454a", "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:56:12", "task_effective_number": "INC0000021", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "rfc", "category", "urgency", "cmdb_ci", "service_offering" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Bertie Luby", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "Workaround provided", "close_notes": "warmable thyroideal coraise fashious remitter", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "contact_type": "Chat", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Wifi connection seems slow. Webpages are taking a very long time to load.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000057", "opened_at": "2016-08-10 09:14:59", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Performance problems with wifi", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2016-08-10 09:14:59", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "78271e1347c12200e0ef563dbb9a7109", "sys_mod_count": "0", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2016-08-10 09:14:59", "task_effective_number": "INC0000057", "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": "" } } ]