[ { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "service_offering", "assignment_group", "impact", "cmdb_ci", "business_service", "urgency", "description", "category" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "Email", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "", "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to send or receive emails.Looks like issue is with the email server.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0007601", "opened_at": "2018-08-30 01:08:39", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "New", "reassignment_count": "0", "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Unable to send or receive emails.", "sla_due": "UNKNOWN", "state": "New", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2018-08-30 01:09:05", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "62304320731823002728660c4cf6a7e8", "sys_mod_count": "1", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2018-12-11 23:16:57", "task_effective_number": "PRB0007601", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "urgency", "description", "cmdb_ci", "business_service", "service_offering", "assignment_group", "impact", "category" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Network", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "The 1st floor router is down again. Nobody down there can get at anything outside their own subnet.", "due_date": "", "duplicate_of": "", "escalation": "High", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000001", "link": "https://dev215901.service-now.com/api/now/table/task/9c573169c611228700193229fff72400" }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000007", "opened_at": "2021-06-04 15:32:07", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "", "related_incidents": "2", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Router Down", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "pat", "sys_created_on": "2021-06-04 15:32:07", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "9d3a266ac6112287004e37fb2ceb0133", "sys_mod_count": "40", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 12:19:33", "task_effective_number": "PRB0000007", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "service_offering", "category", "impact", "description", "urgency", "assignment_group", "business_service", "cmdb_ci" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": "

Sample cause notes

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

Sample workaround

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "impact", "business_service", "description", "service_offering", "cmdb_ci", "assignment_group", "urgency", "category" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": "\n\t\t\t

Corporate desktop apps do not support SP2

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

Remove Windows XP SP2

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000001", "opened_at": "2022-11-16 15:48:36", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Fix in Progress", "reassignment_count": "", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": { "display_value": "CHG0000003", "link": "https://dev215901.service-now.com/api/now/table/change_request/46e9b4afa9fe198101026e122b85f442" }, "route_reason": "", "service_offering": "", "short_description": "Windows XP SP2 causing errors in Enterprise", "sla_due": "UNKNOWN", "state": "Fix in Progress", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2022-11-16 15:48:36", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46eaa7c9a9fe198100bbe282da0d4b7d", "sys_mod_count": "17", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 10:05:55", "task_effective_number": "PRB0000001", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "business_service", "impact", "description", "cmdb_ci", "category", "service_offering", "urgency", "assignment_group" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": "

Sample cause notes

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "Zoom V.92 USB Modem", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "", "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Issue in connecting to internet using modem.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0001001", "opened_at": "2018-10-07 06:06:53", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "0", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Issue in connecting to internet using modem.", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2018-10-07 06:07:35", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a1e0f770734123002728660c4cf6a745", "sys_mod_count": "15", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 12:54:33", "task_effective_number": "PRB0001001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", "workaround": "

Sample workaround

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "description", "urgency", "category", "cmdb_ci", "business_service", "assignment_group", "impact", "service_offering" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": "

Sample cause notes

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "Zoom V.92 USB Modem", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "", "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Issue in connecting to internet using modem.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0001001", "opened_at": "2018-10-07 06:06:53", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "0", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Issue in connecting to internet using modem.", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2018-10-07 06:07:35", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a1e0f770734123002728660c4cf6a745", "sys_mod_count": "17", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 14:18:53", "task_effective_number": "PRB0001001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", "workaround": "

Sample workaround

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "category", "cmdb_ci", "business_service", "description", "assignment_group", "service_offering", "impact", "urgency" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Network", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "The 1st floor router is down again. Nobody down there can get at anything outside their own subnet.", "due_date": "", "duplicate_of": "", "escalation": "High", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000001", "link": "https://dev215901.service-now.com/api/now/table/task/9c573169c611228700193229fff72400" }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000007", "opened_at": "2021-06-04 15:32:07", "opened_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "", "related_incidents": "2", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Router Down", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "pat", "sys_created_on": "2021-06-04 15:32:07", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "9d3a266ac6112287004e37fb2ceb0133", "sys_mod_count": "14", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 08:58:33", "task_effective_number": "PRB0000007", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - 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Switch to IPv6 caused IP issues

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

needed latest patch - after patch all is well

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Server does not meet minimum specs to run the meeting server

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2023-08-01 00:01:22", "confirmed_by": { "display_value": "Problem Manager", "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "mulaprakriti unthrown gastroenteric agent adonidin", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": "\n\t\t\t

Upgrade CPU and RAM to meet minimum specs

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Unknown user changes caused performance issues

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Re-imaged the laptop

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Re-imaged the laptop

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Corporate desktop apps do not support SP2

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

Remove Windows XP SP2

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000001", "opened_at": "2022-11-16 15:48:36", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Fix in Progress", "reassignment_count": "", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": { "display_value": "CHG0000003", "link": "https://dev215901.service-now.com/api/now/table/change_request/46e9b4afa9fe198101026e122b85f442" }, "route_reason": "", "service_offering": "", "short_description": "Windows XP SP2 causing errors in Enterprise", "sla_due": "UNKNOWN", "state": "Fix in Progress", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2022-11-16 15:48:36", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46eaa7c9a9fe198100bbe282da0d4b7d", "sys_mod_count": "19", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 11:03:08", "task_effective_number": "PRB0000001", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "cmdb_ci", "description", "urgency", "assignment_group", "business_service", "service_offering", "impact", "category" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Software", "cause_notes": "

Sample cause notes

", "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "Zoom V.92 USB Modem", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "", "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Issue in connecting to internet using modem.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0001001", "opened_at": "2018-10-07 06:06:53", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "0", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Issue in connecting to internet using modem.", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2018-10-07 06:07:35", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a1e0f770734123002728660c4cf6a745", "sys_mod_count": "17", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 14:18:53", "task_effective_number": "PRB0001001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", "workaround": "

Sample workaround

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "business_service", "cmdb_ci", "impact", "description", "assignment_group", "service_offering", "urgency", "category" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator B", "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Network", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "WIRELESS", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "", "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Not able to connect to Wifi. Tried to connect with different devices.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0001002", "opened_at": "2018-10-04 19:57:26", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "0", "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Unable to connect to Wifi", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": "Wireless", "sys_class_name": "Problem", "sys_created_by": "admin", "sys_created_on": "2018-10-04 19:57:39", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "6632130c730123002728660c4cf6a734", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2018-12-11 23:15:46", "task_effective_number": "PRB0001002", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "assignment_group", "service_offering", "urgency", "category", "business_service", "description", "impact", "cmdb_ci" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": null, "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Hardware", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", "cmdb_ci": "FileServerFloor2", "comments": "", "comments_and_work_notes": "", "company": "", "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "We really, really need to buy more drives for the second floor file. The users keep filling up their 10 MB quota, and they aren't going to take it much longer.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "false", "major_problem": "false", "number": "PRB0000002", "opened_at": "2021-06-04 15:35:29", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "2nd Floor File Server Short on Space", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "pat", "sys_created_on": "2021-06-04 15:35:29", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "9d3d3b85c61122870138f3d1472bba01", "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-27 22:49:54", "task_effective_number": "PRB0000002", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", "workaround": null, "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "business_service", "service_offering", "impact", "description", "assignment_group", "category", "urgency", "cmdb_ci" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Hardware", "cause_notes": "

Unknown user changes caused performance issues

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

Re-imaged the laptop

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

Re-imaged the laptop

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", "cmdb_ci": "Configuration item", "description": "Description", "impact": "Impact", "service_offering": "Service offering", "short_description": "Problem statement", "urgency": "Urgency" }, "task_fields": [ "short_description", "category", "business_service", "cmdb_ci", "service_offering", "description", "assignment_group", "urgency", "impact" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Problem Coordinator A", "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "assignment_group": "", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 1 Minute", "category": "Software", "cause_notes": "

Switch to IPv6 caused IP issues

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

needed latest patch - after patch all is well

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", "number": "PRB0000051", "opened_at": "2023-07-24 22:44:01", "opened_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", "reassignment_count": "", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", "short_description": "Exchange server outage", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "glide.maint", "sys_created_on": "2023-07-24 22:45:11", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "05001913c0a8016600161851785e5219", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-07-28 02:43:10", "task_effective_number": "PRB0000051", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - 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