diff --git "a/Level-16/create_incident_task.json" "b/Level-16/create_incident_task.json" new file mode 100644--- /dev/null +++ "b/Level-16/create_incident_task.json" @@ -0,0 +1,2971 @@ +[ + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "resolved_by", + "description", + "category", + "impact", + "parent_incident", + "number", + "cmdb_ci", + "contact_type", + "business_service", + "problem_id", + "urgency", + "assignment_group", + "rfc", + "knowledge" + ], + "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": "No resolution provided", + "close_notes": "fury undelimited quarryman uredema unconfusedly", + "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", + "impact", + "assignment_group", + "knowledge", + "number", + "rfc", + "close_notes", + "service_offering", + "urgency", + "parent_incident", + "contact_type", + "close_code", + "business_service", + "category", + "cmdb_ci" + ], + "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": "Duplicate", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-01 17:35:27", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Multiple employees have reported that they are unable to send/receive email.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "knowledge": "false", + "location": "", + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000032", + "opened_at": "2023-07-01 17:19:36", + "opened_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "1", + "reopen_count": "", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "EMAIL Server Down Again", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 17:20:14", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "47079b68a9fe198100a614a4c225c88d", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:54", + "task_effective_number": "INC0000032", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "contact_type", + "urgency", + "problem_id", + "business_service", + "parent_incident", + "caused_by", + "impact", + "description", + "rfc", + "close_code", + "cmdb_ci", + "category", + "knowledge" + ], + "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": "Resolved by change", + "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", + "assignment_group", + "number", + "impact", + "parent_incident", + "business_service", + "cmdb_ci", + "resolved_by", + "description", + "rfc", + "caused_by", + "service_offering", + "problem_id", + "urgency", + "contact_type" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Hardware", + "business_duration": "25 Days 21 Hours 1 Minute", + "business_impact": "", + "business_service": "", + "business_stc": "2,235,673", + "calendar_duration": "107 Days 20 Hours 1 Minute", + "calendar_stc": "9,316,873", + "caller_id": "Rick Berzle", + "category": "Hardware", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Solution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-06-25 16:56:53", + "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 has been making a loud grinding noise for the last two days.", + "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": "INC0000026", + "opened_at": "2023-06-23 16:54:59", + "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": "Seem to have an issue with my hard drive...", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 16:56:03", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46f1784ba9fe19810018aa27fbb23482", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:35", + "task_effective_number": "INC0000026", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "rfc", + "impact", + "parent_incident", + "problem_id", + "knowledge", + "cmdb_ci", + "caused_by", + "close_notes", + "contact_type", + "description", + "number", + "resolved_by", + "assignment_group", + "business_service" + ], + "template_record": { + "active": "false", + "activity_due": "UNKNOWN", + "additional_assignee_list": "", + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "assignment_group": "Network", + "business_duration": "20 Days 4 Hours 22 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,743,744", + "calendar_duration": "84 Days 19 Hours 22 Minutes", + "calendar_stc": "7,327,344", + "caller_id": "Carol Coughlin", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-20 17:34:21", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "DatabaseServer2", + "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": "Experiencing connection issues. Unable to create connection to data source.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "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": "INC0000036", + "opened_at": "2023-07-16 17:33:49", + "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 12:56:13", + "resolved_by": "System Administrator", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - 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System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", + "comments_and_work_notes": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Pages are taking more time to load than normal.", + "due_date": "", + "escalation": "High", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "(2)", + "impact": "2 - Medium", + "incident_state": "On Hold", + "knowledge": "false", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, + "made_sla": "false", + "notify": "Do Not Notify", + "number": "INC0000048", + "opened_at": "2015-11-02 14:05:36", + "opened_by": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "4 - 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System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Email", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need access to the common drive for sharing files which can be accessed by all members. 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High", + "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": "INC0000001", + "opened_at": "2023-07-09 16:09:51", + "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": "PRB0000007", + "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": "1 - High", + "short_description": "Can't read email", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "pat", + "sys_created_on": "2022-02-07 10:24:13", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "9c573169c611228700193229fff72400", + "sys_mod_count": "21", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:07", + "task_effective_number": "INC0000001", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - 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System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Phone", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Employee payroll application server is down.Not able to login with valid credentials.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "1 - High", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007001", + "opened_at": "2018-10-16 22:47:10", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "1 - 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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", + "problem_id", + "parent_incident", + "caused_by", + "resolved_by", + "assignment_group", + "service_offering", + "description", + "category", + "number", + "contact_type", + "rfc", + "close_notes", + "business_service", + "close_code" + ], + "template_record": { + "active": "false", + "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": "Service Desk", + "business_duration": "18 Days 21 Hours 3 Minutes", + "business_impact": "", + "business_service": "", + "business_stc": "1,631,000", + "calendar_duration": "78 Days 20 Hours 3 Minutes", + "calendar_stc": "6,811,400", + "caller_id": "Fred Luddy", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "", + "close_code": "Known error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-22 16:53:08", + "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": "The landing page for our internal wiki isn't loading. I've refreshed it multiple times and it keeps timing out.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "Closed", + "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": "INC0000024", + "opened_at": "2023-07-22 16:52:52", + "opened_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "", + "priority": "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": "Issue with a web page on wiki", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 16:53:13", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "46ee8c2fa9fe198100623592c70d643e", + "sys_mod_count": "6", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:44", + "task_effective_number": "INC0000024", + "time_worked": "", + "universal_request": "", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "", + "work_notes_list": "", + "work_start": "" + } + }, + { + "fields": { + "assignment_group": "Assignment group", + "business_service": "Service", + "caller_id": "Caller", + "category": "Category", + "caused_by": "Caused by Change", + "close_code": "Resolution code", + "close_notes": "Resolution notes", + "cmdb_ci": "Configuration item", + "contact_type": "Channel", + "description": "Description", + "impact": "Impact", + "knowledge": "Knowledge", + "number": "Number", + "parent_incident": "Parent Incident", + "problem_id": "Problem", + "resolved_by": "Resolved by", + "rfc": "Change Request", + "service_offering": "Service offering", + "short_description": "Short description", + "urgency": "Urgency" + }, + "task_fields": [ + "short_description", + "caller_id", + "service_offering", + "description", + "cmdb_ci", + "close_notes", + "rfc", + "knowledge", + "assignment_group", + "contact_type", + "business_service", + "close_code", + "category", + "number", + "impact", + "problem_id" + ], + "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": "No resolution provided", + "close_notes": "secluse trismus depthless tubulose semicoronated", + "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", + "problem_id", + "caused_by", + "contact_type", + "parent_incident", + "category", + "service_offering", + "close_code", + "close_notes", + "business_service", + "resolved_by", + "rfc", + "assignment_group", + "cmdb_ci", + "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": "David Miller", + "category": "Inquiry / Help", + "cause": "", + "caused_by": "", + "child_incidents": "0", + "close_code": "Workaround provided", + "close_notes": "roughdry Raphidoidea biserially minutia Curupira", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", + "contact_type": "Chat", + "contract": "", + "correlation_display": "", + "correlation_id": "", + "delivery_plan": "", + "delivery_task": "", + "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.", + "due_date": "", + "escalation": "Normal", + "expected_start": "", + "follow_up": "", + "group_list": "", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "New", + "knowledge": "false", + "location": "", + "made_sla": "true", + "notify": "Do Not Notify", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", + "opened_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "order": "", + "origin_id": "", + "origin_table": "", + "parent": "", + "parent_incident": "INC0007001", + "priority": "4 - Low", + "problem_id": "", + "reassignment_count": "0", + "reopen_count": "0", + "reopened_by": "", + "reopened_time": "", + "resolved_at": "", + "resolved_by": "", + "rfc": "", + "route_reason": "", + "service_offering": "", + "severity": "3 - Low", + "short_description": "Need access to the common drive.", + "sla_due": "UNKNOWN", + "state": "New", + "subcategory": null, + "sys_class_name": "Incident", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", + "sys_domain": { + "display_value": "global", + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" + }, + "sys_domain_path": "/", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", + "sys_tags": "", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:28:49", + "task_effective_number": "INC0007002", + "time_worked": "", + "universal_request": "", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", + "user_input": "", + "watch_list": "", + "work_end": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", + "work_notes_list": "", + "work_start": "" + } + } +] \ No newline at end of file