[ { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "problem_id", "close_code", "rfc", "caused_by", "description", "service_offering", "assignment_group" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Luke Wilson", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" }, "assignment_group": "Service Desk", "business_duration": "19 Days 19 Hours 56 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,713,373", "calendar_duration": "81 Days 19 Hours 23 Minutes", "calendar_stc": "7,068,206", "caller_id": "Natasha Ingram", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by change", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-22 17:33:33", "closed_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "cmdb_ci": "CALLXPR1", "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": "Forgot password and unable to log in. Can you reset or resend my password?", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "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": "INC0000035", "opened_at": "2023-07-19 17:32:47", "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": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Reset my password", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", "sys_created_on": "2023-07-22 17:33:14", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "47138238a9fe1981016e3762d1fd26d4", "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:16:15", "task_effective_number": "INC0000035", "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", "parent_incident", "knowledge", "category", "impact", "service_offering", "business_service", "contact_type" ], "template_record": { "active": "true", "activity_due": "2023-10-02 16:50:20", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Fred Luddy", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" }, "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Bud Richman", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Known error", "close_notes": "ineducable diploperistomic sulfaguanidine Sigaultian imposement", "closed_at": "", "closed_by": "", "cmdb_ci": "SAP Financial Accounting", "comments": "2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", "comments_and_work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Main menu doesn't load when I open the SAP Financial Accounting application.", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "261 North Highway 101, Solana Beach,CA", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000052", "opened_at": "2023-09-18 13:48:40", "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 Financial Accounting application appears to be down", "sla_due": "2023-09-18 05:40:39", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "itil", "sys_created_on": "2023-09-18 13:48:40", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d7195138c0a8016700fd68449cfcd484", "sys_mod_count": "94", "sys_tags": "", "sys_updated_by": "system", "sys_updated_on": "2023-10-02 14:50:24", "task_effective_number": "INC0000052", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "impact", "caused_by", "resolved_by", "cmdb_ci", "urgency", "category", "number" ], "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": "seminarize tracheophonine bafaro crants demiassignation", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", "company": "", "contact_type": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Need access to the common drive for sharing files which can be accessed by all members. 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": "INC0007002", "opened_at": "2018-10-16 22:47:51", "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": "INC0007001", "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": "Need access to the common drive.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-10-16 22:48:24", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "ff4c21c4735123002728660c4cf6a758", "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2018-12-12 23:28:49", "task_effective_number": "INC0007002", "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 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality 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", "business_service", "cmdb_ci", "assignment_group", "rfc", "problem_id", "urgency", "impact" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Bud Richman", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "User error", "close_notes": "homoeopathic blackstrap terete fattily warrioress", "closed_at": "", "closed_by": "", "cmdb_ci": "WEBSERVER", "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Caller", "impact": "2 - Medium", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "1050 Sunnyview Road Northeast, Salem,OR", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000040", "opened_at": "2023-07-11 17:42:45", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "JavaScript error on hiring page of corporate website", "sla_due": "UNKNOWN", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-07-11 17:43:54", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "471d4732a9fe198100affbf655e59172", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:46:30", "task_effective_number": "INC0000040", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "resolved_by", "assignment_group", "cmdb_ci", "contact_type", "caused_by", "rfc", "knowledge" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "assignment_group": "Hardware", "business_duration": "25 Days 6 Hours 33 Minutes", "business_impact": "", "business_service": "", "business_stc": "2,183,601", "calendar_duration": "105 Days 21 Hours 33 Minutes", "calendar_stc": "9,149,601", "caller_id": "David Loo", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by change", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-06-25 17:24:08", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "2tb file server has less than 400gb free.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "324 South State Street, Salt Lake City,UT", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000033", "opened_at": "2023-06-25 15:22:52", "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": "1 - Critical", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "File Server is 80% full - Needs upgrade", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-22 17:23:54", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "470af5afa9fe198101b324dd773ef379", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:15:24", "task_effective_number": "INC0000033", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "resolved_by", "close_code", "close_notes", "caused_by", "problem_id", "number", "service_offering" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "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": "Database", "business_duration": "21 Days 14 Hours 3 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,864,990", "calendar_duration": "90 Days 21 Hours 3 Minutes", "calendar_stc": "7,851,790", "caller_id": "Fred Luddy", "category": "Database", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Known error", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-15 15:54:55", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Currently running 10GR1 and need to upgrade to 10GR2.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "2 - 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System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\n\n", "comments_and_work_notes": "2023-10-02 16:21:05 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\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": "Need to adjust layout of UI, add additional fields, and remove a few buttons. 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Can we configure UI?", "sla_due": "2023-06-14 01:18:03", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-11 17:18:48", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "47064b68a9fe19810186793eefffc9b7", "sys_mod_count": "15", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:44:20", "task_effective_number": "INC0000031", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "category", "contact_type", "cmdb_ci", "close_notes", "rfc", "service_offering", "urgency" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:50:33", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "assignment_group": "Software", "business_duration": "5 Days", "business_impact": "", "business_service": "", "business_stc": "432,000", "calendar_duration": "5 Days", "calendar_stc": "432,024", "caller_id": "Fred Luddy", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by problem", "close_notes": "paradoxical adelomorphous allanturic nondisagreement tutorhood", "closed_at": "2023-06-30 16:39:10", "closed_by": "", "cmdb_ci": "Saints and Sinners Bingo", "comments": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", "comments_and_work_notes": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "There was a software update two days ago and now my VPN doesn't work. 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All my PDFs are read only now. How do I unlock them?", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "2 - Medium", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "324 South State Street, Salt Lake City,UT", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000038", "opened_at": "2023-07-16 17:36:44", "opened_by": { "display_value": "Fred Luddy", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "4 - Low", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "my PDF docs are all locked from editing", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-07-22 17:38:00", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "4717dfe5a9fe198100450448b2404c16", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:57:55", "task_effective_number": "INC0000038", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "category", "contact_type", "description", "service_offering", "business_service", "rfc", "close_code" ], "template_record": { "active": "true", "activity_due": "2024-03-11 10:57:40", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "Openspace", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "1", "close_code": "User error", "close_notes": "aggregateness breezelike bonnetlike diglossia biangulate", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Employee payroll application server is down.Not able to login with valid credentials.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0007001", "opened_at": "2018-10-16 22:47:10", "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": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Employee payroll application server is down.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-10-16 22:47:45", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "f12ca184735123002728660c4cf6a7ef", "sys_mod_count": "9", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 08:57:40", "task_effective_number": "INC0007001", "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": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality 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", "impact", "parent_incident", "caused_by", "category", "service_offering", "rfc", "resolved_by" ], "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": "Workaround provided", "close_notes": "terpineol Eurycerotidae tritonymph mordacity overby", "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", "cmdb_ci", "resolved_by", "caused_by", "number", "category", "contact_type", "parent_incident" ], "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": "Resolved by problem", "close_notes": "Stesichorean decimeter surmullet counteragitation geneticism", "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", "business_service", "rfc", "urgency", "assignment_group", "parent_incident", "service_offering", "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": "No resolution provided", "close_notes": "plenilunal impanate mediumization unfallowed unpealed", "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", "caused_by", "impact", "knowledge", "number", "parent_incident", "rfc", "close_notes" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:42:25", "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": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Margaret Grey", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Duplicate", "close_notes": "proinnovationist introspectionist Illuministic socioromantic birthright", "closed_at": "", "closed_by": "", "cmdb_ci": "SAP Human Resources", "comments": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n", "comments_and_work_notes": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "I've been trying to access the SAP HR application for the last few hours. Each time I go into the application, nothing loads.", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "261 North Highway 101, Solana Beach,CA", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000053", "opened_at": "2023-09-18 13:48:46", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000011", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "The SAP HR application is not accessible", "sla_due": "2023-09-18 05:42:45", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "itil", "sys_created_on": "2023-09-18 13:48:46", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d71b3b41c0a8016700a8ef040791e72a", "sys_mod_count": "32", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:42:25", "task_effective_number": "INC0000053", "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 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "rfc", "category", "knowledge", "description", "business_service", "close_notes", "caused_by" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Bud Richman", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by caller", "close_notes": "jaggy cachinnation rejuvenator myxospore epitomization", "closed_at": "", "closed_by": "", "cmdb_ci": "Sales Force Automation", "comments": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to login to SFA even though login credentials are correct.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": { "display_value": "324 South State Street, Salt Lake City,UT", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000046", "opened_at": "2023-09-18 15:04:15", "opened_by": { "display_value": "Bud Richman", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "PRB0000006", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Can't access SFA software", "sla_due": "2023-09-27 15:04:15", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-09-17 15:05:30", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a9e30c7dc61122760116894de7bcc7bd", "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "glide.maint", "sys_updated_on": "2023-09-17 15:37:27", "task_effective_number": "INC0000046", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "service_offering", "business_service", "caused_by", "contact_type", "problem_id", "resolved_by", "assignment_group" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "0 Seconds", "business_impact": "", "business_service": "", "business_stc": "0", "calendar_duration": "5 Minutes", "calendar_stc": "323", "caller_id": "David Miller", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "User error", "close_notes": "Reverted to a previous version.", "closed_at": "2018-12-09 19:29:09", "closed_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "contact_type": "Self-service", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "While launching the defect tracking base URL, it is redirecting to an error page.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0009004", "opened_at": "2018-09-01 06:13:30", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "2018-09-01 06:18:53", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Defect tracking tool is down.", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-09-01 06:14:04", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "e329de99731423002728660c4cf6a73c", "sys_mod_count": "9", "sys_tags": "", "sys_updated_by": "system", "sys_updated_on": "2023-10-10 16:19:01", "task_effective_number": "INC0009004", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "caused_by", "assignment_group", "resolved_by", "service_offering", "number", "impact", "category" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Bud Richman", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by caller", "close_notes": "zorilla syncerebrum bridale tayra shoya", "closed_at": "", "closed_by": "", "cmdb_ci": "WEBSERVER", "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Caller", "impact": "2 - Medium", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "1050 Sunnyview Road Northeast, Salem,OR", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000040", "opened_at": "2023-07-11 17:42:45", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "JavaScript error on hiring page of corporate website", "sla_due": "UNKNOWN", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-07-11 17:43:54", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "471d4732a9fe198100affbf655e59172", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:46:30", "task_effective_number": "INC0000040", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "resolved_by", "description", "contact_type", "close_code", "category", "rfc", "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": "survey user", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "Resolved by request", "close_notes": "piliform untitled Saarbrucken Petrarchal reutterance", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "contact_type": "Email", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Novatianist otto apodixis preadvertency forebowline", "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": "INC0008112", "opened_at": "2019-07-29 11:48:43", "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": "Assessment : ATF Assessor", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2019-07-29 11:49:28", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "552c48888c033300964f4932b03eb092", "sys_mod_count": "0", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2019-07-29 11:49:28", "task_effective_number": "INC0008112", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "number", "contact_type", "close_code", "category", "rfc", "problem_id", "service_offering" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:51:11", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Howard Johnson", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" }, "assignment_group": "Network", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Fred Luddy", "category": "Network", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by request", "close_notes": "miseducative enactor epicondylic brabblement babish", "closed_at": "", "closed_by": "", "cmdb_ci": "FileServerFloor2", "comments": "2023-10-02 16:13:23 - System Administrator (Additional comments)\nAdded an attachment\n\n", "comments_and_work_notes": "2023-10-02 16:13:23 - System Administrator (Additional comments)\nAdded an attachment\n\n", "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "User can't get to any of his files on the file server.", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Vendor", "impact": "1 - High", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "1050 Sunnyview Road Northeast, Salem,OR", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000002", "opened_at": "2023-07-03 16:07:12", "opened_by": { "display_value": "Joe Employee", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - 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