diff --git "a/Level-5/create_incident_task.json" "b/Level-5/create_incident_task.json" --- "a/Level-5/create_incident_task.json" +++ "b/Level-5/create_incident_task.json" @@ -1,7 +1,6 @@ [ { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -26,9 +25,9 @@ "task_fields": [ "short_description", "caller_id", - "service_offering", - "assignment_group", - "parent_incident" + "contact_type", + "caused_by", + "description" ], "template_record": { "active": "true", @@ -38,7 +37,7 @@ "approval_history": "", "approval_set": "", "assigned_to": "", - "assignment_group": "Openspace", + "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", @@ -46,17 +45,17 @@ "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", - "category": "Hardware", + "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", + "child_incidents": "1", "close_code": "Workaround provided", - "close_notes": "uroscopic beveler prediscourse rehumanize unchildishly", + "close_notes": "beshake takyr unshamably saeculum cigala", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", + "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "company": "", "contact_type": "Email", "contract": "", @@ -64,31 +63,31 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "foamy el deglutitious pontooneer vizier", + "description": "I am not able to edit a wiki page.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "2 - Medium", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "Camelopardus idrialin microanalytical he", - "opened_at": "2025-01-20 14:59:16", + "number": "INC0009001", + "opened_at": "2018-09-11 20:56:26", "opened_by": { - "display_value": "Cassandra Henry", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/b94403dc53d312104d8731f0a0490e2c" + "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", + "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -100,40 +99,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "allecret antipass inquisitorial soother Cairo", + "short_description": "Unable to post content on a Wiki page", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Cassandra.Henry.1157", - "sys_created_on": "2025-01-20 15:06:21", + "sys_created_by": "admin", + "sys_created_on": "2018-09-11 20:57:01", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "c75407dc53d312104d8731f0a0490eee", - "sys_mod_count": "2", + "sys_id": "a623cdb073a023002728660c4cf6a768", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Ryan.Evans.9376", - "sys_updated_on": "2025-01-23 01:08:15", - "task_effective_number": "INC0007001", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:32:42", + "task_effective_number": "INC0009001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -158,40 +156,46 @@ "task_fields": [ "short_description", "caller_id", - "close_code", - "description", - "business_service" + "business_service", + "parent_incident", + "number" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Software", + "business_duration": "23 Days 20 Hours 46 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Bow Ruggeri", - "category": "Inquiry / Help", + "business_stc": "2,061,992", + "calendar_duration": "99 Days 19 Hours 46 Minutes", + "calendar_stc": "8,624,792", + "caller_id": "Rick Berzle", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by problem", - "close_notes": "rufopiceous coprolagnia happify pseudopodia tyrosinase", - "closed_at": "", - "closed_by": "", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "asdasdasdsad", + "closed_at": "2023-06-23 17:26:41", + "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": "", + "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n", + "comments_and_work_notes": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -199,65 +203,65 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "pugnacious counterlath vespertilian narration Priapulacea", + "description": "Last automated backup occurred two nights ago. Did we change automated backup schedule?", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "1 - High", + "incident_state": "Closed", "knowledge": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "notify": "Do Not Notify", - "number": "rebunch sarcocyst cravat dissident estaf", - "opened_at": "2025-01-20 14:16:52", + "number": "INC0000034", + "opened_at": "2023-06-22 13:25:29", "opened_by": { - "display_value": "Rachael Nelson", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/709ab65053d312104d8731f0a0490e08" + "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", + "priority": "1 - Critical", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "", - "resolved_by": "", + "resolved_at": "2023-09-30 09:12:01", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "vituperator lipocere Gigi ungradually castoff", + "short_description": "Does not look like a backup occurred last night", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Rachael.Nelson.6751", - "sys_created_on": "2025-01-20 14:19:21", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-11 17:26:28", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "29aabed8539312104d8731f0a0490e65", - "sys_mod_count": "0", + "sys_id": "470d51a0a9fe1981006c20c825e48933", + "sys_mod_count": "7", "sys_tags": "", - "sys_updated_by": "Rachael.Nelson.6751", - "sys_updated_on": "2025-01-20 14:19:21", - "task_effective_number": "INC0010044", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:53:47", + "task_effective_number": "INC0000034", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -268,7 +272,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -293,9 +296,9 @@ "task_fields": [ "short_description", "caller_id", - "close_code", - "rfc", - "cmdb_ci" + "cmdb_ci", + "problem_id", + "urgency" ], "template_record": { "active": "false", @@ -304,32 +307,35 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Luke Wilson", - "assignment_group": "Service Desk", - "business_duration": "19 Days 19 Hours 56 Minutes", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Software", + "business_duration": "19 Days 5 Hours 38 Minutes", "business_impact": "", "business_service": "", - "business_stc": "1,713,373", - "calendar_duration": "81 Days 19 Hours 23 Minutes", - "calendar_stc": "7,068,206", - "caller_id": "Natasha Ingram", + "business_stc": "1,661,930", + "calendar_duration": "79 Days 20 Hours 38 Minutes", + "calendar_stc": "6,899,930", + "caller_id": "Joe Employee", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Workaround provided", - "close_notes": "minning propene stagnance poky myzostomidan", - "closed_at": "2024-09-08 17:33:33", + "close_code": "Resolved by change", + "close_notes": "Gave workaround", + "closed_at": "2023-07-22 16:18:40", "closed_by": { - "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, - "cmdb_ci": "CALLXPR1", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -337,68 +343,65 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "backflap invein triphenylcarbinol klicket unmethodicalness", + "description": "Noticing today that any time I send an email with an attachment, it takes at least 20 seconds to send. This happens regardless of the attachment size.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", - "location": { - "display_value": "1050 Sunnyview Road Northeast, Salem,OR", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" - }, + "location": "", "made_sla": "false", "notify": "Do Not Notify", - "number": "crystallogenesis branchlet enteromyiasis", - "opened_at": "2024-09-05 17:32:47", + "number": "INC0000013", + "opened_at": "2023-07-21 16:15:58", "opened_by": { - "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "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", + "priority": "1 - Critical", "problem_id": "", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:13", + "resolved_at": "2023-10-09 12:54:48", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "satanical Iguvine acauline vulpicide pannam", + "short_description": "EMAIL is slow when an attachment is involved", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "david.loo", - "sys_created_on": "2024-09-08 17:33:14", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 16:18:07", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/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_id": "46cebb88a9fe198101aee93734f9768b", + "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:16:15", - "task_effective_number": "INC0000035", + "sys_updated_on": "2023-10-09 12:54:48", + "task_effective_number": "INC0000013", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -409,7 +412,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -434,12 +436,12 @@ "task_fields": [ "short_description", "caller_id", - "service_offering", - "contact_type", - "parent_incident" + "business_service", + "knowledge", + "rfc" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", @@ -447,35 +449,35 @@ "approval_set": "", "assigned_to": "", "assignment_group": "", - "business_duration": "", + "business_duration": "0 Seconds", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Fred Luddy", - "category": "Inquiry / Help", + "business_stc": "0", + "calendar_duration": "5 Minutes", + "calendar_stc": "323", + "caller_id": "David Miller", + "category": "Software", "cause": "", "caused_by": "", "child_incidents": "0", - "close_code": "Resolved by problem", - "close_notes": "Maiidae incontinently rederivation Saiph minimuscular", - "closed_at": "", - "closed_by": "", + "close_code": "Solution provided", + "close_notes": "Reverted to a previous version.", + "closed_at": "2018-12-09 19:29:09", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Phone", + "company": "", + "contact_type": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Sikkimese dragonnade drudger spoilless pyloristenosis", + "description": "While launching the defect tracking base URL, it is redirecting to an error page.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -483,57 +485,57 @@ "group_list": "", "hold_reason": "", "impact": "3 - Low", - "incident_state": "New", + "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "Sim outboundaries sanitarium gonochorist", - "opened_at": "2025-01-20 17:53:44", + "number": "INC0009004", + "opened_at": "2018-09-01 06:13:30", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/823c2b1453d712104d8731f0a0490e8e" + "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", + "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", - "resolved_at": "", - "resolved_by": "", + "resolved_at": "2018-09-01 06:18:53", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "underlight thumber theistically Caranga herbarial", + "short_description": "Defect tracking tool is down.", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.9817", - "sys_created_on": "2025-01-20 17:56:30", + "sys_created_by": "admin", + "sys_created_on": "2018-09-01 06:14:04", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "2e4c2f1453d712104d8731f0a0490e19", - "sys_mod_count": "0", + "sys_id": "e329de99731423002728660c4cf6a73c", + "sys_mod_count": "9", "sys_tags": "", - "sys_updated_by": "Erica.Ford.9817", - "sys_updated_on": "2025-01-20 17:56:30", - "task_effective_number": "INC0000024", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:01", + "task_effective_number": "INC0009004", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -544,7 +546,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -569,9 +570,9 @@ "task_fields": [ "short_description", "caller_id", - "assigned_to", - "number", - "parent_incident" + "category", + "rfc", + "impact" ], "template_record": { "active": "true", @@ -581,63 +582,63 @@ "approval_history": "", "approval_set": "", "assigned_to": "", - "assignment_group": "", + "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Fred Luddy", - "category": "Inquiry / Help", + "caller_id": "Bud Richman", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "No resolution provided", - "close_notes": "unbeginningly korntunnur clayweed ingather confusion", + "child_incidents": "", + "close_code": "Resolved by request", + "close_notes": "aint kenareh deary scuddawn yearn", "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Self-service", + "cmdb_ci": "Sales Force Automation", + "comments": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", + "company": "", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Quinquatria plodderly vino playday subconcave", + "description": "Unable to login to SFA even though login credentials are correct.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "New", "knowledge": "false", - "location": "", - "made_sla": "true", + "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": "rheometry concupiscible Adela facework h", - "opened_at": "2025-01-20 17:53:44", + "number": "INC0000046", + "opened_at": "2023-09-18 15:04:15", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/823c2b1453d712104d8731f0a0490e8e" + "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": "0", - "reopen_count": "0", + "priority": "3 - Moderate", + "problem_id": "PRB0000006", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -646,28 +647,28 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "aula venville tepee repossess dikaryotic", - "sla_due": "UNKNOWN", + "short_description": "Can't access SFA software", + "sla_due": "2023-09-27 15:04:15", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.9817", - "sys_created_on": "2025-01-20 17:56:30", + "sys_created_by": "admin", + "sys_created_on": "2023-09-17 15:05:30", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "2e4c2f1453d712104d8731f0a0490e19", - "sys_mod_count": "0", + "sys_id": "a9e30c7dc61122760116894de7bcc7bd", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Erica.Ford.9817", - "sys_updated_on": "2025-01-20 17:56:30", - "task_effective_number": "INC0000024", + "sys_updated_by": "glide.maint", + "sys_updated_on": "2023-09-17 15:37:27", + "task_effective_number": "INC0000046", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -679,7 +680,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -704,120 +704,125 @@ "task_fields": [ "short_description", "caller_id", - "description", - "service_offering", - "parent_incident" + "cmdb_ci", + "number", + "assignment_group" ], "template_record": { "active": "false", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-02 16:17:01", "additional_assignee_list": "", - "approval": "Not Yet Requested", + "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Don Goodliffe", - "assignment_group": "Service Desk", - "business_duration": "23 Days 12 Hours 58 Minutes", + "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": "2,033,892", - "calendar_duration": "98 Days 19 Hours 58 Minutes", - "calendar_stc": "8,539,092", - "caller_id": "Rick Berzle", - "category": "Inquiry / Help", + "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": "Resolved by change", - "close_notes": "nonzealous lymphangitic actinomorphy raisiny chanche", - "closed_at": "2024-08-24 16:58:58", + "close_code": "User error", + "close_notes": "Fixed", + "closed_at": "2023-10-10 16:19:01", "closed_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, - "cmdb_ci": "", + "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", - "comments_and_work_notes": "", + "comments_and_work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "display_value": "ACME Germany", + "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f" }, - "contact_type": "Phone", + "contact_type": "Email", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Marion machinelike serpentry arson lustrify", + "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes", "due_date": "", - "escalation": "Normal", + "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", - "location": "", + "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": "protohymenopteran unaesthetic vulnerable", - "opened_at": "2024-08-19 16:58:00", + "number": "INC0000005", + "opened_at": "2023-07-05 16:06:52", "opened_by": { - "display_value": "Rick Berzle", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + "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", + "priority": "1 - Critical", "problem_id": "", - "reassignment_count": "2", + "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:12", + "resolved_at": "2023-10-02 16:14:18", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", - "severity": "3 - Low", - "short_description": "thinglet amuse pharyngonasal Moabitic pardonee", + "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": "don.goodliffe", - "sys_created_on": "2024-09-08 16:58:44", + "sys_created_by": "admin", + "sys_created_on": "2022-02-11 07:14:01", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/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_id": "e8e875b0c0a80164009dc852b4d677d5", + "sys_mod_count": "15", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:15:31", - "task_effective_number": "INC0000028", + "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": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -842,48 +847,54 @@ "task_fields": [ "short_description", "caller_id", - "urgency", - "close_code", - "business_service" + "number", + "resolved_by", + "contact_type" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "Hardware", - "business_duration": "", + "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": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Joe Employee", + "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": "0", - "close_code": "User error", - "close_notes": "tenio isodomic dorsulum ablewhackets piligan", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "", + "child_incidents": "", + "close_code": "Workaround provided", + "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://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "contact_type": "Chat", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "scrutinization shedded theopneust artificership sneezeproof", + "description": "Experiencing connection issues. Unable to create connection to data source.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -891,16 +902,19 @@ "group_list": "", "hold_reason": "", "impact": "3 - Low", - "incident_state": "New", + "incident_state": "Closed", "knowledge": "false", - "location": "", - "made_sla": "true", + "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": "ectromelia oenin djave hyperneuria Ophio", - "opened_at": "2025-01-20 17:04:46", + "number": "INC0000036", + "opened_at": "2023-07-16 17:33:49", "opened_by": { - "display_value": "Brian Green", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/c2f02b54539712104d8731f0a0490e0f" + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", @@ -909,38 +923,38 @@ "parent_incident": "", "priority": "5 - Planning", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "", + "resolved_at": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "fattish glassworker zygotene embitterment nonevolutionist", + "short_description": "Issue with networking", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Brian.Green.4445", - "sys_created_on": "2025-01-20 17:18:47", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 17:34:28", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "0511eb94539712104d8731f0a0490ed0", - "sys_mod_count": "0", + "sys_id": "4714a2aca9fe198100ecabacf6273482", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Brian.Green.4445", - "sys_updated_on": "2025-01-20 17:18:47", - "task_effective_number": "INC0010111", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:57:58", + "task_effective_number": "INC0000036", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -952,7 +966,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -978,74 +991,83 @@ "short_description", "caller_id", "cmdb_ci", - "problem_id", - "caused_by" + "impact", + "description" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-09 14:50:55", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "Howard Johnson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" + }, + "assignment_group": "Service Desk", + "business_duration": "43 Seconds", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Rick Berzle", - "category": "Hardware", + "business_stc": "43", + "calendar_duration": "43 Seconds", + "calendar_stc": "43", + "caller_id": "Sam Sorokin", + "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Known error", - "close_notes": "monopneumonian harassment trepang antiquarianly Thomsonianism", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "basilicon merogony chloralide fumigatory sharply", + "closed_at": "2023-07-11 17:35:39", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "cmdb_ci": "EFOWEB", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "contact_type": "Chat", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "panspermatism gastralgic hemitype Dendrohyrax untainting", + "description": "Need to place order for a new machine. Will need help with installation also.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "1 - High", + "incident_state": "In Progress", "knowledge": "false", - "location": "", - "made_sla": "true", + "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": "undistinctive Zamenis compete nidulant w", - "opened_at": "2025-01-20 15:27:08", + "number": "INC0000037", + "opened_at": "2023-07-11 17:34:56", "opened_by": { - "display_value": "Kelli Lawrence", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/59aa0fd4531712104d8731f0a0490ed5" + "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", + "priority": "3 - Moderate", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -1054,28 +1076,28 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "discharge laryngofission epidotiferous hydromicaceous outpopulate", + "short_description": "Request for a new service", "sla_due": "UNKNOWN", - "state": "New", + "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Kelli.Lawrence.7832", - "sys_created_on": "2025-01-20 15:29:27", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 17:35:36", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "07ba4718531712104d8731f0a0490e82", - "sys_mod_count": "0", + "sys_id": "4715ab62a9fe1981018c3efb96143495", + "sys_mod_count": "8", "sys_tags": "", - "sys_updated_by": "Kelli.Lawrence.7832", - "sys_updated_on": "2025-01-20 15:29:27", - "task_effective_number": "INC0010084", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:51:40", + "task_effective_number": "INC0000037", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -1087,7 +1109,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1112,43 +1133,46 @@ "task_fields": [ "short_description", "caller_id", - "caused_by", - "parent_incident", - "number" + "business_service", + "contact_type", + "category" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-09 14:50:55", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "ITIL User", - "assignment_group": "", - "business_duration": "14 Days 1 Minute", + "assigned_to": { + "display_value": "Howard Johnson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" + }, + "assignment_group": "Service Desk", + "business_duration": "43 Seconds", "business_impact": "", "business_service": "", - "business_stc": "1,209,684", - "calendar_duration": "18 Days 1 Minute", - "calendar_stc": "1,555,284", - "caller_id": "Don Goodliffe", - "category": "Hardware", + "business_stc": "43", + "calendar_duration": "43 Seconds", + "calendar_stc": "43", + "caller_id": "Sam Sorokin", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "User error", - "close_notes": "paleoherpetology rubican blamelessly reabsent patheticalness", - "closed_at": "2024-08-23 16:55:10", + "close_code": "Workaround provided", + "close_notes": "unfetched Choluteca tonology revolatilize diffusibility", + "closed_at": "2023-07-11 17:35:39", "closed_by": { "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, - "cmdb_ci": "IBM-T42-DLG", + "cmdb_ci": "EFOWEB", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -1156,7 +1180,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Titanical superservice weakhearted prosopon Ramadoss", + "description": "Need to place order for a new machine. Will need help with installation also.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -1167,25 +1191,25 @@ "incident_state": "In Progress", "knowledge": "false", "location": { - "display_value": "324 South State Street, Salt Lake City,UT", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" + "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": "forepale quinquelocular whippost wranny ", - "opened_at": "2024-08-05 16:53:46", + "number": "INC0000037", + "opened_at": "2023-07-11 17:34:56", "opened_by": { "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "1 - Critical", + "priority": "3 - Moderate", "problem_id": "", - "reassignment_count": "", + "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", @@ -1195,29 +1219,29 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "stercorous beisa conformance statute Hydroida", + "short_description": "Request for a new service", "sla_due": "UNKNOWN", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", - "sys_created_on": "2024-08-28 16:55:07", + "sys_created_on": "2023-07-11 17:35:36", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46f09e75a9fe198100f4ffd8d366d17b", - "sys_mod_count": "6", + "sys_id": "4715ab62a9fe1981018c3efb96143495", + "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:44:35", - "task_effective_number": "INC0000025", + "sys_updated_on": "2023-10-09 12:51:40", + "task_effective_number": "INC0000037", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "1 - High", + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -1228,7 +1252,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1253,65 +1276,62 @@ "task_fields": [ "short_description", "caller_id", - "urgency", - "service_offering", - "rfc" + "caused_by", + "impact", + "description" ], "template_record": { "active": "true", - "activity_due": "2015-11-24 09:47:36", + "activity_due": "2024-03-11 11:05:42", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Fred Luddy", - "assignment_group": "Service Desk", + "assigned_to": "", + "assignment_group": "Openspace", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", - "category": "Inquiry / Help", + "caller_id": "David Miller", + "category": "Hardware", "cause": "", "caused_by": "", - "child_incidents": "", - "close_code": "Resolved by request", - "close_notes": "discursively chicky mazut muermo pedagogically", + "child_incidents": "1", + "close_code": "Duplicate", + "close_notes": "supraclusion Hebrewdom cathartically nauseousness chirognomy", "closed_at": "", "closed_by": "", "cmdb_ci": "", - "comments": "2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n", - "comments_and_work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\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://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, + "comments": "", + "comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "synoeciously mulatta postdisseizor Chera descrier", + "description": "Employee payroll application server is down.Not able to login with valid credentials.", "due_date": "", - "escalation": "Overdue", + "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "hold_reason": "Awaiting Caller", + "hold_reason": "", "impact": "1 - High", - "incident_state": "On Hold", + "incident_state": "New", "knowledge": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "notify": "Do Not Notify", - "number": "talliar tupara unbesmirched fevertwig fr", - "opened_at": "2015-08-12 16:41:00", + "number": "INC0007001", + "opened_at": "2018-10-16 22:47:10", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", @@ -1320,8 +1340,8 @@ "parent_incident": "", "priority": "1 - Critical", "problem_id": "", - "reassignment_count": "2", - "reopen_count": "", + "reassignment_count": "0", + "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -1330,40 +1350,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "tuberculiform incalver scutifer unripping monoeidic", - "sla_due": "2015-09-01 17:00:00", - "state": "On Hold", + "short_description": "Employee payroll application server is down.", + "sla_due": "UNKNOWN", + "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "don.goodliffe", - "sys_created_on": "2015-08-25 16:41:54", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:47:45", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46e482d9a9fe198101d3e3f3e2a14459", - "sys_mod_count": "36", + "sys_id": "f12ca184735123002728660c4cf6a7ef", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2015-11-24 07:47:36", - "task_effective_number": "INC0000017", + "sys_updated_on": "2024-03-11 09:05:42", + "task_effective_number": "INC0007001", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", + "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": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1388,9 +1407,9 @@ "task_fields": [ "short_description", "caller_id", - "number", "problem_id", - "knowledge" + "service_offering", + "cmdb_ci" ], "template_record": { "active": "true", @@ -1399,61 +1418,70 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, "assignment_group": "", - "business_duration": "", + "business_duration": "3 Days 2 Hours 29 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "David Miller", - "category": "Inquiry / Help", + "business_stc": "268,184", + "calendar_duration": "6 Days", + "calendar_stc": "518,458", + "caller_id": "Fred Luddy", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by request", - "close_notes": "waiwode pasha protelytropteron loathfulness tracelessly", - "closed_at": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "cephalorhachidian sketchable Samolus shorter Rissoidae", + "closed_at": "2023-07-04 16:45:37", "closed_by": "", "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", - "company": "", - "contact_type": "Virtual Agent", + "comments": "2023-07-11 16:45:51 - System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 16:45:51 - System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\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": "unchoked exosporous deave unreplied Abassin", + "description": "I downloaded and installed 64-bit Windows 7 virtual machine and I can't get it to launch. I'm not sure if I need 64-bit or 32-bit.", "due_date": "", - "escalation": "Normal", + "escalation": "Moderate", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "2 - Medium", + "incident_state": "In Progress", "knowledge": "false", - "location": "", - "made_sla": "true", + "location": { + "display_value": "Five Points 2009 Fairview RD, Raleigh, NC", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" + }, + "made_sla": "false", "notify": "Do Not Notify", - "number": "unbrookable Iriarteaceae televiewer tepo", - "opened_at": "2025-01-20 17:53:50", + "number": "INC0000019", + "opened_at": "2023-06-28 16:44:39", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6e3cef5453d712104d8731f0a0490ed8" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", - "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "priority": "2 - High", + "problem_id": "PRB0000001", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -1462,29 +1490,29 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "monition manneristic undiuretic intercrust unkilling", - "sla_due": "UNKNOWN", - "state": "New", + "short_description": "Can't launch 64-bit Windows 7 virtual machine", + "sla_due": "2023-06-29 16:44:39", + "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.5320", - "sys_created_on": "2025-01-20 17:56:57", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 16:45:51", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "f74ce39453d712104d8731f0a0490e48", - "sys_mod_count": "0", + "sys_id": "46e8219ba9fe1981013806b6e04fed06", + "sys_mod_count": "10", "sys_tags": "", - "sys_updated_by": "Erica.Ford.5320", - "sys_updated_on": "2025-01-20 17:56:57", - "task_effective_number": "INC0010128", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:46:13", + "task_effective_number": "INC0000019", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "upon_approval": null, + "upon_reject": null, + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -1495,7 +1523,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1520,13 +1547,13 @@ "task_fields": [ "short_description", "caller_id", - "business_service", - "caused_by", - "resolved_by" + "close_notes", + "assignment_group", + "business_service" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2018-12-13 01:18:55", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", @@ -1539,53 +1566,50 @@ "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", - "category": "Database", + "caller_id": "David Miller", + "category": "Software", "cause": "", "caused_by": "", "child_incidents": "0", - "close_code": "No resolution provided", - "close_notes": "Kabirpanthi peridental creem too subfunctional", + "close_code": "Known error", + "close_notes": "overparticularly unpropounded oligoprothetic unchangeable nomothetical", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Walk-in", + "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": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "esotropia thiohydrolyze lumbricoid unoriginatedness mispassion", + "description": "Unable to send or receive emails.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "spirated incubator majorship demodulator", - "opened_at": "2025-01-20 12:46:06", + "number": "INC0009005", + "opened_at": "2018-08-31 21:35:21", "opened_by": { - "display_value": "Rebecca Bennett", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6ac5ea14535312104d8731f0a0490e66" + "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", + "priority": "1 - Critical", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -1597,40 +1621,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "R mesorchial Macbeth refight knobber", + "short_description": "Email server is down.", "sla_due": "UNKNOWN", "state": "New", - "subcategory": null, + "subcategory": "Email", "sys_class_name": "Incident", - "sys_created_by": "Rebecca.Bennett.8791", - "sys_created_on": "2025-01-20 12:52:45", + "sys_created_by": "admin", + "sys_created_on": "2018-08-31 21:35:45", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "04e52e14535312104d8731f0a0490e14", - "sys_mod_count": "0", + "sys_id": "ed92e8d173d023002728660c4cf6a7bc", + "sys_mod_count": "3", "sys_tags": "", - "sys_updated_by": "Rebecca.Bennett.8791", - "sys_updated_on": "2025-01-20 12:52:45", - "task_effective_number": "INC0000007", + "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": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "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": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1655,9 +1678,9 @@ "task_fields": [ "short_description", "caller_id", - "description", - "business_service", - "contact_type" + "category", + "contact_type", + "rfc" ], "template_record": { "active": "true", @@ -1674,29 +1697,26 @@ "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", + "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", + "child_incidents": "1", "close_code": "Resolved by caller", - "close_notes": "Hamitism mustafina Acrux repermission deossification", + "close_notes": "Porphyrian yark exhaustedness unusedness stopcock", "closed_at": "", "closed_by": "", - "cmdb_ci": "*JEMPLOYEE-IBM", + "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Virtual Agent", + "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", + "company": "", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "pouchless gawkhammer supertare ductule obfuscation", + "description": "I am not able to edit a wiki page.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -1709,18 +1729,18 @@ "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "lokapala unmoribund blissful bauckiebird", - "opened_at": "2025-01-20 17:53:48", + "number": "INC0009001", + "opened_at": "2018-09-11 20:56:26", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/e63cef5453d712104d8731f0a0490eed" + "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": "4 - Low", + "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -1732,40 +1752,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "cabalistical nitrosamine binomial semibacchanalian Tungusic", + "short_description": "Unable to post content on a Wiki page", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.8243", - "sys_created_on": "2025-01-20 18:02:08", + "sys_created_by": "admin", + "sys_created_on": "2018-09-11 20:57:01", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "ef4ce7d053d712104d8731f0a0490ee3", - "sys_mod_count": "0", + "sys_id": "a623cdb073a023002728660c4cf6a768", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Erica.Ford.8243", - "sys_updated_on": "2025-01-20 18:02:08", - "task_effective_number": "INC0000047", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:32:42", + "task_effective_number": "INC0009001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1791,8 +1810,8 @@ "short_description", "caller_id", "service_offering", - "parent_incident", - "problem_id" + "cmdb_ci", + "knowledge" ], "template_record": { "active": "false", @@ -1801,32 +1820,35 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "David Loo", - "assignment_group": "Software", - "business_duration": "23 Days 20 Hours 46 Minutes", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Hardware", + "business_duration": "25 Days 6 Hours 33 Minutes", "business_impact": "", "business_service": "", - "business_stc": "2,061,992", - "calendar_duration": "99 Days 19 Hours 46 Minutes", - "calendar_stc": "8,624,792", - "caller_id": "Rick Berzle", - "category": "Software", + "business_stc": "2,183,601", + "calendar_duration": "105 Days 21 Hours 33 Minutes", + "calendar_stc": "9,149,601", + "caller_id": "David Loo", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by problem", - "close_notes": "unescalloped dentalize Inverness Wycliffite phemic", - "closed_at": "2024-08-10 17:26:41", + "close_code": "User error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-06-25 17:24:08", "closed_by": { "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", - "comments": "2024-11-17 08:12:01 - System Administrator (Additional comments)\nComment\n\n", - "comments_and_work_notes": "2024-11-17 08:12:01 - System Administrator (Additional comments)\nComment\n\n", + "comments": "", + "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -1834,7 +1856,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "specialist aseptic rhynchonelloid sovereignship zealproof", + "description": "2tb file server has less than 400gb free.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -1844,14 +1866,17 @@ "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", - "location": "", + "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": "fasciculation Horouta weal stoneyard hus", - "opened_at": "2024-08-09 13:25:29", + "number": "INC0000033", + "opened_at": "2023-06-25 15:22:52", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", @@ -1864,30 +1889,30 @@ "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-17 08:12:01", + "resolved_at": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "antiadiaphorist hotness Italianish serval Syconaria", + "short_description": "File Server is 80% full - Needs upgrade", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", - "sys_created_on": "2024-08-28 17:26:28", + "sys_created_on": "2023-07-22 17:23:54", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "470d51a0a9fe1981006c20c825e48933", - "sys_mod_count": "7", + "sys_id": "470af5afa9fe198101b324dd773ef379", + "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:53:47", - "task_effective_number": "INC0000034", + "sys_updated_on": "2023-10-09 13:15:24", + "task_effective_number": "INC0000033", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -1903,7 +1928,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1928,123 +1952,116 @@ "task_fields": [ "short_description", "caller_id", - "service_offering", - "parent_incident", - "resolved_by" + "problem_id", + "rfc", + "description" ], "template_record": { "active": "false", - "activity_due": "2024-11-19 15:58:36", + "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Bud Richman", + "assigned_to": "", "assignment_group": "", - "business_duration": "26 Days 15 Hours 14 Minutes", + "business_duration": "0 Seconds", "business_impact": "", "business_service": "", - "business_stc": "2,301,243", - "calendar_duration": "109 Days 23 Hours 36 Minutes", - "calendar_stc": "9,502,588", - "caller_id": "Bow Ruggeri", + "business_stc": "0", + "calendar_duration": "31 Minutes", + "calendar_stc": "1,905", + "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "", - "close_code": "Duplicate", - "close_notes": "paolo space tracheloclavicular unwillingness changelessly", - "closed_at": "2024-11-27 00:04:34", + "child_incidents": "0", + "close_code": "Resolved by problem", + "close_notes": "Reinstalled the app", + "closed_at": "2018-08-30 02:49:17", "closed_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "cmdb_ci": "", - "comments": "2024-11-17 17:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2024-08-28 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", - "comments_and_work_notes": "2024-11-19 09:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2024-11-17 17:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2024-08-28 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Phone", + "comments": "", + "comments_and_work_notes": "", + "company": "", + "contact_type": "Walk-in", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Rasselas palaeophile autochthony tetraploidic parosteitis", + "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": "1 - High", + "impact": "2 - Medium", "incident_state": "Closed", "knowledge": "false", - "location": { - "display_value": "San Diego", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" - }, - "made_sla": "false", + "location": "", + "made_sla": "true", "notify": "Do Not Notify", - "number": "talukdari unpopularity advanceable domin", - "opened_at": "2024-08-01 16:37:35", + "number": "INC0009003", + "opened_at": "2018-08-30 02:17:32", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "1 - Critical", + "priority": "3 - Moderate", "problem_id": "", - "reassignment_count": "1", - "reopen_count": "", + "reassignment_count": "0", + "reopen_count": "0", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-19 15:14:03", + "resolved_at": "2018-08-30 02:49:17", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "definer Terebratula ungraft bewall tea", + "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": "2024-08-28 16:38:40", + "sys_created_on": "2018-08-30 02:18:00", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46e18c0fa9fe19810066a0083f76bd56", - "sys_mod_count": "33", + "sys_id": "9fffc328731823002728660c4cf6a742", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "system", - "sys_updated_on": "2024-11-27 00:04:34", - "task_effective_number": "INC0000014", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:39:53", + "task_effective_number": "INC0009003", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, - "urgency": "1 - High", + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "2024-11-19 09:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n", + "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2069,43 +2086,40 @@ "task_fields": [ "short_description", "caller_id", - "business_service", - "caused_by", - "cmdb_ci" + "parent_incident", + "close_code", + "description" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "David Loo", + "assigned_to": "", "assignment_group": "Network", - "business_duration": "19 Days 20 Hours 55 Minutes", + "business_duration": "", "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", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Network", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by change", - "close_notes": "universityless chemurgical marsupium brakie unwastefully", - "closed_at": "2024-09-03 18:02:14", - "closed_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" - }, - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "close_code": "Known error", + "close_notes": "wheem aeroboat Heptranchias foddering lignitize", + "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://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", @@ -2113,7 +2127,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "befog preboast autosuppression homologically farmtown", + "description": "Unable to access Oregon mail server. Is it down?", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -2121,16 +2135,19 @@ "group_list": "", "hold_reason": "", "impact": "3 - Low", - "incident_state": "Closed", + "incident_state": "New", "knowledge": "false", - "location": "", + "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": "azorubine scanties narrowish blotto fili", - "opened_at": "2024-09-03 17:01:12", + "number": "INC0000039", + "opened_at": "2023-07-11 17:41:01", "opened_by": { - "display_value": "Rick Berzle", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" }, "order": "", "origin_id": "", @@ -2139,34 +2156,34 @@ "parent_incident": "", "priority": "5 - Planning", "problem_id": "", - "reassignment_count": "1", + "reassignment_count": "", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:12", - "resolved_by": "System Administrator", + "resolved_at": "", + "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "Diplotaxis monomaniacal estrepe webfoot unoutspeakable", - "sla_due": "UNKNOWN", - "state": "Closed", + "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": "don.goodliffe", - "sys_created_on": "2024-09-08 17:02:01", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:42:29", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/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_id": "471bfbc7a9fe198101e77a3e10e5d47f", + "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:15:37", - "task_effective_number": "INC0000030", + "sys_updated_on": "2023-10-09 12:39:15", + "task_effective_number": "INC0000039", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -2182,7 +2199,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2207,117 +2223,122 @@ "task_fields": [ "short_description", "caller_id", - "category", - "urgency", - "problem_id" + "parent_incident", + "number", + "service_offering" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-09 14:42:25", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "Network", + "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": "Email", + "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", + "caller_id": "Margaret Grey", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by caller", - "close_notes": "reconcilability Ayrshire overgloomy minning athletics", + "child_incidents": "", + "close_code": "User error", + "close_notes": "Anthesteriac athletic dampness conceptualist estradiol", "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "cmdb_ci": "SAP Human Resources", + "comments": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n", + "comments_and_work_notes": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "contact_type": "Self-service", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unmeetable pinochle wench retardation underheaven", + "description": "I've been trying to access the SAP HR application for the last few hours. Each time I go into the application, nothing loads.", "due_date": "", - "escalation": "Normal", + "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "1 - High", + "incident_state": "In Progress", "knowledge": "false", - "location": "", + "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": "silicify pitchered toxicotraumatic odont", - "opened_at": "2025-01-20 17:57:48", + "number": "INC0000053", + "opened_at": "2023-09-18 13:48:46", "opened_by": { - "display_value": "Daniel Mcknight", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/452d2fd453d712104d8731f0a0490e05" + "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": "4 - Low", - "problem_id": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", "reassignment_count": "0", - "reopen_count": "0", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", - "resolved_by": "David Loo", + "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "actuality untasteable untempered explain thiefdom", - "sla_due": "UNKNOWN", - "state": "New", + "short_description": "The SAP HR application is not accessible", + "sla_due": "2023-09-18 05:42:45", + "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Daniel.Mcknight.5182", - "sys_created_on": "2025-01-20 18:12:04", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:46", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "423da7d453d712104d8731f0a0490e89", - "sys_mod_count": "0", + "sys_id": "d71b3b41c0a8016700a8ef040791e72a", + "sys_mod_count": "32", "sys_tags": "", - "sys_updated_by": "Daniel.Mcknight.5182", - "sys_updated_on": "2025-01-20 18:12:04", - "task_effective_number": "INC0010131", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:42:25", + "task_effective_number": "INC0000053", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "2 - Medium", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have an outage\n\t\t\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2342,9 +2363,9 @@ "task_fields": [ "short_description", "caller_id", - "cmdb_ci", - "knowledge", - "caused_by" + "impact", + "caused_by", + "resolved_by" ], "template_record": { "active": "true", @@ -2361,53 +2382,50 @@ "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "David Loo", + "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "No resolution provided", - "close_notes": "tanagroid totalization plagueful resolutionist corrosibleness", + "close_notes": "warden buckishness Seidlitz orthophosphate adiadochokinesis", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Phone", + "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": "Email", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "cavernitis pierrot backfiring noninfantry Gerbera", + "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": "1 - High", + "impact": "3 - Low", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "afterswell Rhynchocephala infraposition ", - "opened_at": "2025-01-20 13:46:03", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", "opened_by": { - "display_value": "Matthew Lewis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/0f73bad4539312104d8731f0a0490e96" + "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", + "parent_incident": "INC0007001", + "priority": "4 - Low", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -2419,40 +2437,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "unremediable pitmark lier lardite rivalable", + "short_description": "Need access to the common drive.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Matthew.Lewis.4246", - "sys_created_on": "2025-01-20 13:56:30", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "1e93fe94539312104d8731f0a0490e5d", - "sys_mod_count": "0", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Matthew.Lewis.4246", - "sys_updated_on": "2025-01-20 13:56:30", - "task_effective_number": "INC0010033", + "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": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2477,103 +2494,115 @@ "task_fields": [ "short_description", "caller_id", - "problem_id", - "business_service", - "assigned_to" + "parent_incident", + "impact", + "rfc" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Database", + "business_duration": "25 Days 13 Hours 49 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "David Miller", - "category": "Inquiry / Help", + "business_stc": "2,209,752", + "calendar_duration": "106 Days 20 Hours 49 Minutes", + "calendar_stc": "9,233,352", + "caller_id": "Don Goodliffe", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by request", - "close_notes": "Alnitak giobertite fawnskin unprefigured subharmonic", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", - "company": "", - "contact_type": "Walk-in", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 16:12:02", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "eFax", + "comments": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", + "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \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": "firmness phthalocyanine Ulua Carpocapsa ventrine", + "description": "I tried sending a fax to a customer through the eFax online portal and also via email. My customer did not receive the fax in both instances. I don't know if this is an issue on our side with transmission or on my customer's side.", "due_date": "", - "escalation": "Normal", + "escalation": "High", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", - "incident_state": "New", + "incident_state": "Closed", "knowledge": "false", - "location": "", - "made_sla": "true", + "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": "clumsy doodad poeticalness clavecinist t", - "opened_at": "2025-01-20 17:00:22", + "number": "INC0000012", + "opened_at": "2023-06-24 16:07:00", "opened_by": { - "display_value": "Stephen Curtis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/8fff1b14539712104d8731f0a0490e37" + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "4 - Low", + "priority": "5 - Planning", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "reassignment_count": "1", + "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "", - "resolved_by": "", + "resolved_at": "2023-10-09 12:56:12", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "unchoked speculatively overfall certain unsnap", + "short_description": "Customer didn't receive eFax", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Stephen.Curtis.6074", - "sys_created_on": "2025-01-20 17:10:09", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-22 16:11:21", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "3410ebd0539712104d8731f0a0490e0f", - "sys_mod_count": "0", + "sys_id": "46c88ac1a9fe1981014de1c831fbcf6d", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Stephen.Curtis.6074", - "sys_updated_on": "2025-01-20 17:10:09", - "task_effective_number": "INC0009003", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:56:12", + "task_effective_number": "INC0000012", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", - "urgency": "2 - Medium", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -2584,7 +2613,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2609,9 +2637,9 @@ "task_fields": [ "short_description", "caller_id", - "urgency", "cmdb_ci", - "parent_incident" + "close_notes", + "service_offering" ], "template_record": { "active": "true", @@ -2634,12 +2662,12 @@ "caused_by": "", "child_incidents": "0", "close_code": "Resolved by request", - "close_notes": "slushily repudiable recercelee darkly acidemia", + "close_notes": "orchitic Omnivora uncongenial lactigerous cockbird", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", + "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": "Email", "contract": "", @@ -2647,7 +2675,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "overproductive birthday countermandable subclan profligate", + "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": "", @@ -2660,17 +2688,17 @@ "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "erythrophilous Hipponactean trefle pepsi", - "opened_at": "2025-01-20 17:00:22", + "number": "INC0007002", + "opened_at": "2018-10-16 22:47:51", "opened_by": { - "display_value": "Stephen Curtis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/8fff1b14539712104d8731f0a0490e37" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", - "parent_incident": "", + "parent_incident": "INC0007001", "priority": "4 - Low", "problem_id": "", "reassignment_count": "0", @@ -2683,24 +2711,24 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "unforeseeably overdistempered brack frondent upwrap", + "short_description": "Need access to the common drive.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Stephen.Curtis.6074", - "sys_created_on": "2025-01-20 17:10:09", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:48:24", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "3410ebd0539712104d8731f0a0490e0f", - "sys_mod_count": "0", + "sys_id": "ff4c21c4735123002728660c4cf6a758", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Stephen.Curtis.6074", - "sys_updated_on": "2025-01-20 17:10:09", - "task_effective_number": "INC0009003", + "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", @@ -2709,7 +2737,7 @@ "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "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": "" }