diff --git "a/Level-11/create_incident_task.json" "b/Level-11/create_incident_task.json" new file mode 100644--- /dev/null +++ "b/Level-11/create_incident_task.json" @@ -0,0 +1,2859 @@ +[ + { + "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", + "number", + "assignment_group", + "close_code", + "impact", + "contact_type", + "cmdb_ci", + "urgency", + "description" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "", + "business_duration": "20 Days 5 Hours 4 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,746,251", + "calendar_duration": "84 Days 20 Hours 4 Minutes", + "calendar_stc": "7,329,851", + "caller_id": "Fred Luddy", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-21 16:52:17", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "We have a new hire starting on Monday. She will need to be set up with a desk, laptop, phone, email account, and systems access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000021", + "opened_at": "2023-07-16 16:52:01", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "New employee hire", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 16:52:18", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46ee0924a9fe198100f1cf78c198454a", + "sys_mod_count": "8", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:56:12", + "task_effective_number": "INC0000021", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "close_code", + "knowledge", + "description", + "business_service", + "problem_id", + "parent_incident", + "close_notes", + "caused_by", + "service_offering" + ], + "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": "1 Minute", + "calendar_stc": "114", + "caller_id": "David Miller", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "1", + "close_code": "Resolved by change", + "close_notes": "This is not an issue with the USB port. Replaced the headset to resolve the issue.", + "closed_at": "2018-12-09 19:29:08", + "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": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "My computer is not detecting the headphone device. It could be an issue with the USB port.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0009002", + "opened_at": "2018-09-16 05:49:23", + "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": "3 - Moderate", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2018-09-16 05:51:17", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My computer is not detecting the headphone device", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-09-16 05:50:05", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "1c832706732023002728660c4cf6a7b9", + "sys_mod_count": "9", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:00", + "task_effective_number": "INC0009002", + "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": "", + "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", + "close_notes", + "caused_by", + "impact", + "knowledge", + "close_code", + "cmdb_ci", + "service_offering", + "problem_id" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Software", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "bosker excluding disencumberment anacanth redundantly", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "*JEMPLOYEE-IBM", + "comments": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to email from my laptop.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "2 - Medium", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000047", + "opened_at": "2023-09-18 13:53:18", + "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": "3 - Moderate", + "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": "Issue with email", + "sla_due": "2023-10-09 13:53:18", + "state": "In Progress", + "subcategory": "Email", + "sys_class_name": "Incident", + "sys_created_by": "employee", + "sys_created_on": "2023-09-18 13:53:47", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a9a16740c61122760004fe9095b7ddca", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:52", + "task_effective_number": "INC0000047", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\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", + "service_offering", + "description", + "rfc", + "caused_by", + "urgency", + "knowledge", + "assignment_group", + "impact" + ], + "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": "Problem CoordinatorATF", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by change", + "close_notes": "sigillariaceous archoptoma afortiori Capetian unabrupt", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to access the personal details section in payroll portal", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "Awaiting Problem", + "impact": "3 - Low", + "incident_state": "On Hold", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0001990", + "opened_at": "2020-06-07 09:02:25", + "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": "PRB0001001", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Unable to access the personal details section in payroll portal", + "sla_due": "UNKNOWN", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2020-06-07 09:03:43", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "a2496c05731110107418660c4cf6a711", + "sys_mod_count": "2", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2020-06-07 09:04:34", + "task_effective_number": "INC0001990", + "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", + "category", + "assignment_group", + "business_service", + "knowledge", + "rfc", + "number", + "resolved_by", + "impact", + "problem_id" + ], + "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": "Service Desk", + "business_duration": "23 Days 12 Hours 58 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,033,892", + "calendar_duration": "98 Days 19 Hours 58 Minutes", + "calendar_stc": "8,539,092", + "caller_id": "Rick Berzle", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-07 16:58:58", + "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": "Hard drive is still making grinding and clicking noises and now I can't delete a file. I've tried to delete it 3 times.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000028", + "opened_at": "2023-07-02 16:58:00", + "opened_by": { + "display_value": "Rick Berzle", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + }, + "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 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "My disk is still having issues. Can't delete a file", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 16:58:44", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f3ee0ea9fe198100c5c0e53d5abe0b", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:31", + "task_effective_number": "INC0000028", + "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", + "contact_type", + "parent_incident", + "problem_id", + "close_notes", + "rfc", + "description", + "number", + "impact", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "2018-12-13 01:18:55", + "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": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Resolved by caller", + "close_notes": "backslap chirotype soberer withheld pickeer", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to send or receive emails.", + "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": "INC0009005", + "opened_at": "2018-08-31 21:35:21", + "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": "Email server is down.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": "Email", + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-08-31 21:35:45", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ed92e8d173d023002728660c4cf6a7bc", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:18:55", + "task_effective_number": "INC0009005", + "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 23:18:42 - System Administrator (Work notes)\nupdated the priority to high 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", + "cmdb_ci", + "problem_id", + "rfc", + "contact_type", + "impact", + "resolved_by", + "category", + "knowledge", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "ostein panoram orsellic megadynamics outworth", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. 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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. 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Need to do some further research.\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "category", + "impact", + "knowledge", + "problem_id", + "parent_incident", + "description", + "business_service", + "service_offering", + "close_code" + ], + "template_record": { + "active": "true", + "activity_due": "2024-03-11 11:16:28", + "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": "Solution provided", + "close_notes": "optometer bambocciade decorated hyponymous inirritative", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:26:20 - 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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", + "cmdb_ci", + "parent_incident", + "close_notes", + "rfc", + "urgency", + "problem_id", + "business_service", + "close_code", + "category" + ], + "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": "renourish spongily stenothermal Walpolean diarthrodial", + "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", + "impact", + "urgency", + "category", + "contact_type", + "close_notes", + "problem_id", + "resolved_by", + "description", + "number" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Network", + "business_duration": "19 Days 20 Hours 55 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,716,900", + "calendar_duration": "83 Days 19 Hours 55 Minutes", + "calendar_stc": "7,242,900", + "caller_id": "Rick Berzle", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 18:02:14", + "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": "Can't connect to wifi. Keep getting \"unable to join network\" message.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000030", + "opened_at": "2023-07-17 17:01:12", + "opened_by": { + "display_value": "Rick Berzle", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Lost connection to the wireless network", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 17:02:01", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f6ede0a9fe198100e10154c34a0c2a", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:37", + "task_effective_number": "INC0000030", + "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", + "urgency", + "rfc", + "contact_type", + "number", + "category", + "service_offering", + "cmdb_ci", + "parent_incident", + "assignment_group" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:37:05", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Jerrod Bennett", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by caller", + "close_notes": "overhappy unrequitedness faceted glycolysis weldment", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Can't connect to Exchange. Login credentials and network connection are working though.", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0000050", + "opened_at": "2023-09-18 14:58:24", + "opened_by": { + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Can't access Exchange server - is it down?", + "sla_due": "2025-05-20 22:58:24", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:49:40", + "task_effective_number": "INC0000050", + "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": "" + } + } +] \ No newline at end of file