diff --git "a/Level-14/create_incident_task.json" "b/Level-14/create_incident_task.json" new file mode 100644--- /dev/null +++ "b/Level-14/create_incident_task.json" @@ -0,0 +1,2961 @@ +[ + { + "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", + "caused_by", + "knowledge", + "close_notes", + "assignment_group", + "contact_type", + "cmdb_ci", + "description", + "number", + "problem_id", + "urgency" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:51:14", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Network", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "antiabolitionist reprieval Donovan lipochondroma thank", + "closed_at": "", + "closed_by": "", + "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": "Walk-in", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I just moved from floor 2 to floor 3 and my laptop cannot connect to any wireless network.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "In Progress", + "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": "INC0000003", + "opened_at": "2023-07-10 16:07:30", + "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": "", + "reassignment_count": "2", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "Wireless access is down in my area", + "sla_due": "UNKNOWN", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2022-02-11 06:41:46", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e8caedcbc0a80164017df472f39eaed1", + "sys_mod_count": "12", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:14", + "task_effective_number": "INC0000003", + "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", + "knowledge", + "impact", + "category", + "number", + "resolved_by", + "parent_incident", + "business_service", + "caused_by", + "problem_id", + "cmdb_ci", + "service_offering", + "description" + ], + "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": "User error", + "close_notes": "Sesuto kiyi seriately dockhouse Maylike", + "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", + "close_code", + "description", + "service_offering", + "resolved_by", + "business_service", + "caused_by", + "contact_type", + "close_notes", + "assignment_group", + "category", + "rfc", + "cmdb_ci" + ], + "template_record": { + "active": "false", + "activity_due": "2023-10-02 16:17:01", + "additional_assignee_list": "", + "approval": null, + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "assignment_group": "Hardware", + "business_duration": "21 Days 15 Hours 14 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,869,258", + "calendar_duration": "89 Days 7 Minutes", + "calendar_stc": "7,690,046", + "caller_id": "Alejandro Mascall", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "Fixed", + "closed_at": "2023-10-10 16:19:01", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "ApplicationServerPeopleSoft", + "comments": "", + "comments_and_work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", + "company": { + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" + }, + "contact_type": "Email", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes", + "due_date": "", + "escalation": "Overdue", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "Closed", + "knowledge": "false", + "location": { + "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000005", + "opened_at": "2023-07-05 16:06:52", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-02 16:14:18", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "CPU load high for over 10 minutes", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2022-02-11 07:14:01", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "e8e875b0c0a80164009dc852b4d677d5", + "sys_mod_count": "15", + "sys_tags": "", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:01", + "task_effective_number": "INC0000005", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "knowledge", + "cmdb_ci", + "contact_type", + "close_code", + "rfc", + "service_offering", + "problem_id", + "business_service", + "impact", + "number", + "resolved_by", + "parent_incident" + ], + "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": "No resolution provided", + "close_notes": "maniacally poodleish migmatite Juan zaphara", + "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", + "assignment_group", + "close_notes", + "service_offering", + "category", + "urgency", + "cmdb_ci", + "business_service", + "knowledge", + "close_code", + "resolved_by", + "problem_id", + "contact_type" + ], + "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": "Known error", + "close_notes": "bohireen unslotted hectorly pseudohypertrophic praxis", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:30:24 - 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System Administrator (Additional comments)\nAdded an attachment\n\n", + "comments_and_work_notes": "2015-11-16 15:17:50 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Self-service", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "I have to analyze all US data in the SFA system, but am unable to get to see the data from the west coast.", + "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": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000007", + "opened_at": "2015-08-12 16:08:24", + "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 - Critical", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "1 - High", + "short_description": "Need access to sales DB for the West", + "sla_due": "2015-09-01 17:00:00", + "state": "On Hold", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "employee", + "sys_created_on": "2014-03-10 13:43:10", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "8d6353eac0a8016400d8a125ca14fc1f", + "sys_mod_count": "50", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000007", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\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", + "problem_id", + "description", + "cmdb_ci", + "caused_by", + "assignment_group", + "rfc", + "parent_incident", + "resolved_by", + "urgency", + "service_offering", + "impact", + "knowledge" + ], + "template_record": { + "active": "true", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": "", + "assignment_group": "Network", + "business_duration": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Network", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "windbore acumen sentimentalization hydropot inturbidate", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "MailServerUS", + "comments": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Unable to access Oregon mail server. Is it down?", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "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": "INC0000039", + "opened_at": "2023-07-11 17:41:01", + "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": "5 - Planning", + "problem_id": "", + "reassignment_count": "", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Trouble getting to Oregon mail server", + "sla_due": "2023-08-01 17:41:01", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:42:29", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "471bfbc7a9fe198101e77a3e10e5d47f", + "sys_mod_count": "3", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:39:15", + "task_effective_number": "INC0000039", + "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", + "impact", + "description", + "cmdb_ci", + "resolved_by", + "caused_by", + "category", + "number", + "rfc", + "contact_type", + "service_offering", + "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": "31 Minutes", + "calendar_stc": "1,905", + "caller_id": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Workaround provided", + "close_notes": "Reinstalled the app", + "closed_at": "2018-08-30 02:49:17", + "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": "Having an issue with users trying to access the company portal app", + "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": "INC0009003", + "opened_at": "2018-08-30 02:17:32", + "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": "2018-08-30 02:49:17", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Cannot sign into the company portal app", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-08-30 02:18:00", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9fffc328731823002728660c4cf6a742", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:39:53", + "task_effective_number": "INC0009003", + "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", + "assignment_group", + "service_offering", + "rfc", + "number", + "business_service", + "category", + "close_notes", + "resolved_by", + "impact", + "contact_type", + "description", + "caused_by" + ], + "template_record": { + "active": "true", + "activity_due": "2023-10-09 14:40:45", + "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": "", + "business_impact": "", + "business_service": "", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Joe Employee", + "category": "Software", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "User error", + "close_notes": "collembolic vanillate flue mannerable Minyan", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "SAP Controlling", + "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n", + "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe 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": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?", + "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": "INC0000051", + "opened_at": "2023-09-18 13:48:32", + "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": "Manager can't access SAP Controlling application", + "sla_due": "2023-09-18 05:36:33", + "state": "In Progress", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:32", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "d7158da0c0a8016700eef46c8d1f3661", + "sys_mod_count": "5", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:40:45", + "task_effective_number": "INC0000051", + "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 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe 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", + "cmdb_ci", + "close_notes", + "number", + "close_code", + "business_service", + "problem_id", + "description", + "resolved_by", + "rfc", + "contact_type", + "parent_incident", + "caused_by" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Hardware", + "business_duration": "23 Days 20 Hours 36 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "2,061,396", + "calendar_duration": "99 Days 19 Hours 36 Minutes", + "calendar_stc": "8,624,196", + "caller_id": "Joe Employee", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-01 17:35:27", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Multiple employees have reported that they are unable to send/receive email.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000032", + "opened_at": "2023-07-01 17:19:36", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - 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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", + "assignment_group", + "close_notes", + "business_service", + "description", + "resolved_by", + "contact_type", + "parent_incident", + "cmdb_ci", + "urgency", + "category", + "knowledge", + "problem_id" + ], + "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 change", + "close_notes": "octameter privateness stylishly ampullula Platyhelmia", + "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 - 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