diff --git "a/Level-1/create_incident_task.json" "b/Level-1/create_incident_task.json" --- "a/Level-1/create_incident_task.json" +++ "b/Level-1/create_incident_task.json" @@ -1,7 +1,6 @@ [ { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -24,8 +23,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "caused_by" ], "template_record": { "active": "false", @@ -34,32 +32,35 @@ "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": "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": "1,713,373", - "calendar_duration": "81 Days 19 Hours 23 Minutes", - "calendar_stc": "7,068,206", - "caller_id": "Natasha Ingram", + "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": "Workaround provided", - "close_notes": "basilary leatheriness splenetically archradical nonstylized", - "closed_at": "2024-09-08 17:33:33", + "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": "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": "", @@ -67,68 +68,68 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "paroemia harvesttime caddis wheyeyness dioptoscopy", + "description": "2tb file server has less than 400gb free.", "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" + "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": "predevelop lithogenesis labrosauroid gra", - "opened_at": "2024-09-05 17:32:47", + "number": "INC0000033", + "opened_at": "2023-06-25 15:22:52", "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": "5 - Planning", + "priority": "1 - Critical", "problem_id": "", - "reassignment_count": "2", + "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:13", + "resolved_at": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "circumbuccal tittle gue endovasculitis plastin", + "short_description": "File Server is 80% full - Needs upgrade", "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 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": "47138238a9fe1981016e3762d1fd26d4", - "sys_mod_count": "8", + "sys_id": "470af5afa9fe198101b324dd773ef379", + "sys_mod_count": "6", "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 13:15:24", + "task_effective_number": "INC0000033", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -139,7 +140,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -162,104 +162,112 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "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": "", - "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": "Fred Luddy", - "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 caller", - "close_notes": "spiegeleisen Spirifera transgressingly lord Pheidole", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "child_incidents": "", + "close_code": "Duplicate", + "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://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": "tuskar latisternal trouse anisanilide entangle", + "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": "1 - High", - "incident_state": "New", + "impact": "3 - Low", + "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": "crotalum aldane shelflist Megalopidae lu", - "opened_at": "2025-01-20 13:57:45", + "number": "INC0000012", + "opened_at": "2023-06-24 16:07:00", "opened_by": { - "display_value": "Matthew Lewis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/f9267a58539312104d8731f0a0490eca" + "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": "3 - Moderate", - "problem_id": "PRB0000007", - "reassignment_count": "0", - "reopen_count": "0", + "priority": "5 - Planning", + "problem_id": "", + "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": "oceanographically gleesomely supersensibly retin endothelioblastoma", + "short_description": "Customer didn't receive eFax", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Matthew.Lewis.6635", - "sys_created_on": "2025-01-20 14:11:25", + "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": "25467218539312104d8731f0a0490e02", - "sys_mod_count": "0", + "sys_id": "46c88ac1a9fe1981014de1c831fbcf6d", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Matthew.Lewis.6635", - "sys_updated_on": "2025-01-20 14:11:25", - "task_effective_number": "INC0010037", + "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", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -271,7 +279,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -294,8 +301,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "category" ], "template_record": { "active": "true", @@ -305,60 +311,63 @@ "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": "David Miller", - "category": "Inquiry / Help", + "caller_id": "Bud Richman", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", + "child_incidents": "", "close_code": "Resolved by request", - "close_notes": "flannelly meader Licinian typtologist lemnad", + "close_notes": "weanedness adrift endearingness intown cheloniid", "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "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": "Walk-in", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "subjunior condemning nonnegligible arresting copepod", + "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": "Palearctic mosquitoproof gooding ainaleh", - "opened_at": "2025-01-20 17:00:22", + "number": "INC0000046", + "opened_at": "2023-09-18 15:04:15", "opened_by": { - "display_value": "Stephen Curtis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/8fff1b14539712104d8731f0a0490e37" + "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": "4 - Low", - "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": "", @@ -367,29 +376,29 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "interline chorepiscopal adarme sniff euplastic", - "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": "Stephen.Curtis.6074", - "sys_created_on": "2025-01-20 17:10:09", + "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": "3410ebd0539712104d8731f0a0490e0f", - "sys_mod_count": "0", + "sys_id": "a9e30c7dc61122760116894de7bcc7bd", + "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": "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", - "urgency": "2 - Medium", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -400,7 +409,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -423,8 +431,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "problem_id" ], "template_record": { "active": "false", @@ -433,7 +440,10 @@ "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "ITIL User", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, "assignment_group": "Hardware", "business_duration": "19 Days 21 Hours 47 Minutes", "business_impact": "", @@ -446,19 +456,19 @@ "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by request", - "close_notes": "fountainhead Leonard scutellar vacillate dand", - "closed_at": "2024-09-08 16:08:57", + "close_code": "Resolved by caller", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-22 16:08:57", "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": "", "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": "", @@ -466,7 +476,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Brighteyes dastardly spongeful twitty passionary", + "description": "Where do I find toner for the HP 950C I have?", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -478,15 +488,15 @@ "knowledge": "false", "location": { "display_value": "Five Points 2009 Fairview RD, Raleigh, NC", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" }, "made_sla": "false", "notify": "Do Not Notify", - "number": "sulphury oostegite inequiaxial zapupe te", - "opened_at": "2024-09-03 16:08:39", + "number": "INC0000008", + "opened_at": "2023-07-17 16:08:39", "opened_by": { "display_value": "Joe Employee", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" }, "order": "", "origin_id": "", @@ -499,29 +509,29 @@ "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:12", + "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "1 - High", - "short_description": "phylephebic abrotine entoblastic Sulafat disassociate", + "short_description": "Printer in my office is out of toner", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "employee", - "sys_created_on": "2023-03-25 13:43:58", + "sys_created_on": "2022-02-04 12:43:58", "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": "8d641046c0a80164000bc7c0d3ed46a0", "sys_mod_count": "19", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:16:02", + "sys_updated_on": "2023-10-09 13:16:02", "task_effective_number": "INC0000008", "time_worked": "", "universal_request": "", @@ -538,7 +548,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -561,17 +570,19 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "contact_type" ], "template_record": { "active": "true", - "activity_due": "2015-11-24 09:47:36", + "activity_due": "2023-09-30 12:54:01", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Fred Luddy", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, "assignment_group": "Service Desk", "business_duration": "", "business_impact": "", @@ -579,21 +590,21 @@ "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", + "caller_id": "Charlie Whitherspoon", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by request", - "close_notes": "brunette pathochemistry saltwife trigoniacean chilling", + "close_code": "Workaround provided", + "close_notes": "chokingly unemotioned coralist portulan leucaurin", "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", + "cmdb_ci": "WeatherBug", + "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": "", @@ -601,31 +612,34 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Helvetii pantiled Eudeve dispersoidology wishingly", + "description": "WeatherBug icon has disappeared from my desktop. Unable to get my weather report.", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", - "hold_reason": "Awaiting Caller", - "impact": "1 - High", - "incident_state": "On Hold", + "hold_reason": "", + "impact": "3 - Low", + "incident_state": "In Progress", "knowledge": "false", - "location": "", + "location": { + "display_value": "Johannesburg", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/25c1dc820a0a0bb300190ad8f85b3839" + }, "made_sla": "false", "notify": "Do Not Notify", - "number": "correligionist repatriation commutator u", - "opened_at": "2015-08-12 16:41:00", + "number": "INC0000029", + "opened_at": "2023-07-09 17:00:44", "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": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "1 - Critical", + "priority": "5 - Planning", "problem_id": "", "reassignment_count": "2", "reopen_count": "", @@ -637,40 +651,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "decrier olent amunam humous uncitizenly", - "sla_due": "2015-09-01 17:00:00", - "state": "On Hold", + "short_description": "I can't get my weather report", + "sla_due": "2023-07-10 01:00:44", + "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "don.goodliffe", - "sys_created_on": "2015-08-25 16:41:54", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 17:01:31", "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": "46f67787a9fe198101e06dfcf3a78e99", + "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2015-11-24 07:47:36", - "task_effective_number": "INC0000017", + "sys_updated_on": "2023-10-09 12:50:57", + "task_effective_number": "INC0000029", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "1 - High", + "urgency": "3 - Low", "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": "", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -693,116 +706,111 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "category" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2018-12-13 01:18:55", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", - "assignment_group": "Service Desk", + "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Natasha Ingram", - "category": "Inquiry / Help", + "caller_id": "David Miller", + "category": "Software", "cause": "", "caused_by": "", "child_incidents": "0", - "close_code": "User error", - "close_notes": "strigine rankness dechlore hyponym Gruidae", + "close_code": "Resolved by caller", + "close_notes": "honorability reapplicant ravigote quaffingly omasum", "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 23:18:42 - 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": "pamphysical jaspery firman frankeniaceous Patripassianist", + "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": "unscottify Gonolobus fablemonger sulphov", - "opened_at": "2025-01-20 15:40:01", + "number": "INC0009005", + "opened_at": "2018-08-31 21:35:21", "opened_by": { - "display_value": "Randall Fox", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/238dcb1c531712104d8731f0a0490e51" + "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", "reopened_by": "", "reopened_time": "", "resolved_at": "", - "resolved_by": "System Administrator", + "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "autochthon Goetae defecator thevetin spongiculture", + "short_description": "Email server is down.", "sla_due": "UNKNOWN", "state": "New", - "subcategory": null, + "subcategory": "Email", "sys_class_name": "Incident", - "sys_created_by": "Randall.Fox.7968", - "sys_created_on": "2025-01-20 16:17:10", + "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": "3fad4b98531712104d8731f0a0490ecd", - "sys_mod_count": "0", + "sys_id": "ed92e8d173d023002728660c4cf6a7bc", + "sys_mod_count": "3", "sys_tags": "", - "sys_updated_by": "Randall.Fox.7968", - "sys_updated_on": "2025-01-20 16:17:10", - "task_effective_number": "INC0000035", + "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", @@ -825,74 +833,76 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "parent_incident" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2015-11-24 09:47:36", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", - "assignment_group": "", + "assignment_group": "Service Desk", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", - "category": "Database", + "caller_id": "Christen Mitchell", + "category": "Software", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "No resolution provided", - "close_notes": "silvern salvatory trichloroacetic imidic fluobromide", + "child_incidents": "", + "close_code": "Resolved by change", + "close_notes": "innerly pleurotyphoid offeree summery transiter", "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "cmdb_ci": "SAP Materials Management", + "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", + "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "contact_type": "Walk-in", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Monumbo inopinable cheerless Anta phototaxis", + "description": "Nothing loads in the application. Is there an outage?", "due_date": "", - "escalation": "Normal", + "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", - "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "hold_reason": "Awaiting Caller", + "impact": "1 - High", + "incident_state": "On Hold", "knowledge": "false", - "location": "", + "location": { + "display_value": "153 South Sierra Avenue, Solana Beach,CA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" + }, "made_sla": "true", "notify": "Do Not Notify", - "number": "slanderfully nonoptimistic solo lunatic ", - "opened_at": "2025-01-20 12:46:06", + "number": "INC0000054", + "opened_at": "2015-11-02 12:49:08", "opened_by": { - "display_value": "Rebecca Bennett", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6ac5ea14535312104d8731f0a0490e66" + "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": "5 - Planning", - "problem_id": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", "reassignment_count": "0", - "reopen_count": "0", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -901,40 +911,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "astrochemistry swaddlebill restitutory amatorious bushing", - "sla_due": "UNKNOWN", - "state": "New", + "short_description": "SAP Materials Management is slow or there is an outage", + "sla_due": "2015-11-02 04:45:24", + "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Rebecca.Bennett.8791", - "sys_created_on": "2025-01-20 12:52:45", + "sys_created_by": "itil", + "sys_created_on": "2015-11-02 12:49:08", "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": "d71da88ac0a801670061eabfe4b28f77", + "sys_mod_count": "95", "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": "2015-11-24 07:47:36", + "task_effective_number": "INC0000054", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -957,116 +966,123 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "description" ], "template_record": { - "active": "true", - "activity_due": "UNKNOWN", + "active": "false", + "activity_due": "2023-10-02 16:58:36", "additional_assignee_list": "", "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": "26 Days 15 Hours 14 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Joe Employee", + "business_stc": "2,301,243", + "calendar_duration": "109 Days 23 Hours 36 Minutes", + "calendar_stc": "9,502,588", + "caller_id": "Bow Ruggeri", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", + "child_incidents": "", "close_code": "Resolved by caller", - "close_notes": "acrogenic stchi reassemble hydrophilic planarioid", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "*JEMPLOYEE-IBM", - "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": "Chat", + "close_notes": "Done", + "closed_at": "2023-10-10 16:19:01", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", + "comments": "2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", + "comments_and_work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 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://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "holozoic animastical xanthocyanopy songbird Colletotrichum", + "description": "Logged in and didn't see my home directory. Logged out and back in again and it's still not appearing. I'm completely blocked until this is resolved.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "2 - Medium", - "incident_state": "New", + "impact": "1 - High", + "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": "tragedianess diatomean workbox indorsati", - "opened_at": "2025-01-20 17:53:48", + "number": "INC0000014", + "opened_at": "2023-06-14 16:37:35", "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": "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": "2023-10-02 16:14:03", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "Savannah Chamaepericlymenum scaffoldage fascicularly uranolite", + "short_description": "Missing my home directory", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "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": "2023-07-11 16:38:40", "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": "46e18c0fa9fe19810066a0083f76bd56", + "sys_mod_count": "33", "sys_tags": "", - "sys_updated_by": "Erica.Ford.8243", - "sys_updated_on": "2025-01-20 18:02:08", - "task_effective_number": "INC0000047", + "sys_updated_by": "system", + "sys_updated_on": "2023-10-10 16:19:01", + "task_effective_number": "INC0000014", "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": "", - "work_notes": "", + "work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1089,42 +1105,41 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "problem_id" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Don Goodliffe", - "assignment_group": "Hardware", - "business_duration": "25 Days 6 Hours 33 Minutes", + "assigned_to": { + "display_value": "Bud Richman", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + }, + "assignment_group": "", + "business_duration": "3 Days 2 Hours 29 Minutes", "business_impact": "", "business_service": "", - "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", + "business_stc": "268,184", + "calendar_duration": "6 Days", + "calendar_stc": "518,458", + "caller_id": "Fred Luddy", + "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Workaround provided", - "close_notes": "supraglenoid anorthographically beautied toluate iguana", - "closed_at": "2024-08-12 17:24:08", - "closed_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" - }, + "close_code": "Resolved by problem", + "close_notes": "gradualness acockbill cephaloplegia Krag quadrille", + "closed_at": "2023-07-04 16:45:37", + "closed_by": "", "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "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://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": "", @@ -1132,63 +1147,63 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "prayerful unknownst disafforestment moxieberry troveless", + "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": "1 - High", - "incident_state": "Closed", + "impact": "2 - Medium", + "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": "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": "micresthete golfdom bardess spangolite r", - "opened_at": "2024-08-12 15:22:52", + "number": "INC0000019", + "opened_at": "2023-06-28 16:44:39", "opened_by": { - "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "1 - Critical", - "problem_id": "", + "priority": "2 - High", + "problem_id": "PRB0000001", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:13", - "resolved_by": "System Administrator", + "resolved_at": "", + "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "tristichous Crypteroniaceae retrocurved scutage gastriloquist", - "sla_due": "UNKNOWN", - "state": "Closed", + "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": "don.goodliffe", - "sys_created_on": "2024-09-08 17:23:54", + "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": "470af5afa9fe198101b324dd773ef379", - "sys_mod_count": "6", + "sys_id": "46e8219ba9fe1981013806b6e04fed06", + "sys_mod_count": "10", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:15:24", - "task_effective_number": "INC0000033", + "sys_updated_on": "2023-10-09 12:46:13", + "task_effective_number": "INC0000019", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -1204,7 +1219,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1227,8 +1241,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "cmdb_ci" ], "template_record": { "active": "false", @@ -1237,98 +1250,98 @@ "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": "", + "assignment_group": "", + "business_duration": "1 Day", "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": "86,400", + "calendar_duration": "3 Days 1 Hour 26 Minutes", + "calendar_stc": "264,417", + "caller_id": "Beth Anglin", + "category": "Hardware", "cause": "", "caused_by": "", - "child_incidents": "", - "close_code": "User error", - "close_notes": "upmaking disrupter overcapably tolerant undertide", - "closed_at": "2024-08-10 17:26:41", + "child_incidents": "0", + "close_code": "Resolved by request", + "close_notes": "As this is intermittent. Restarting the PC fixes this.", + "closed_at": "2024-03-09 12:15:12", "closed_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, - "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", + "cmdb_ci": "*BETH-IBM", + "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", + "contact_type": "Walk-in", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "gripeful departmentization dissentment unaccidentally isopentane", + "description": "consolation leaky Clausiliidae annection executionist", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "1 - High", + "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "notify": "Do Not Notify", - "number": "phosphorographic salamandroid thorianite", - "opened_at": "2024-08-09 13:25:29", + "number": "INC0000601", + "opened_at": "2023-10-05 02:42:59", "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": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "1 - Critical", - "problem_id": "", - "reassignment_count": "1", - "reopen_count": "", + "priority": "5 - Planning", + "problem_id": "PRB0000109", + "reassignment_count": "0", + "reopen_count": "0", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-17 08:12:01", - "resolved_by": "System Administrator", + "resolved_at": "2023-10-08 04:09:56", + "resolved_by": "Ron Kettering", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "pettitoes diabase unsurcharged mesentoderm obnebulate", + "short_description": "The USB port on my PC stopped working", "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_by": "admin", + "sys_created_on": "2023-10-05 02:43:10", "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": "9e7f9864532023004247ddeeff7b121f", + "sys_mod_count": "2", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:53:47", - "task_effective_number": "INC0000034", + "sys_updated_by": "system", + "sys_updated_on": "2024-03-09 12:15:12", + "task_effective_number": "INC0000601", "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": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -1339,7 +1352,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1362,8 +1374,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "resolved_by" ], "template_record": { "active": "false", @@ -1372,32 +1383,35 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "David Loo", + "assigned_to": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, "assignment_group": "Network", - "business_duration": "19 Days 20 Hours 55 Minutes", + "business_duration": "20 Days 4 Hours 22 Minutes", "business_impact": "", "business_service": "", - "business_stc": "1,716,900", - "calendar_duration": "83 Days 19 Hours 55 Minutes", - "calendar_stc": "7,242,900", - "caller_id": "Rick Berzle", - "category": "Hardware", + "business_stc": "1,743,744", + "calendar_duration": "84 Days 19 Hours 22 Minutes", + "calendar_stc": "7,327,344", + "caller_id": "Carol Coughlin", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "No resolution provided", - "close_notes": "excursionism Laniinae handbow Tracy auxiliation", - "closed_at": "2024-09-03 18:02:14", + "close_code": "Resolved by problem", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-20 17:34:21", "closed_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" }, - "cmdb_ci": "", + "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": "Phone", "contract": "", @@ -1405,7 +1419,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "atrepsy cloudily cloverleaf baddish towage", + "description": "Experiencing connection issues. Unable to create connection to data source.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -1415,14 +1429,17 @@ "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", - "location": "", + "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": "prologuizer afterstrain autoretardation ", - "opened_at": "2024-09-03 17:01:12", + "number": "INC0000036", + "opened_at": "2023-07-16 17:33:49", "opened_by": { - "display_value": "Rick Berzle", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", @@ -1435,30 +1452,30 @@ "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:12", + "resolved_at": "2023-10-09 12:56:13", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "bipedal unfrugalness diapsidan berust dentinal", + "short_description": "Issue with networking", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "don.goodliffe", - "sys_created_on": "2024-09-08 17:02:01", + "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": "46f6ede0a9fe198100e10154c34a0c2a", + "sys_id": "4714a2aca9fe198100ecabacf6273482", "sys_mod_count": "6", "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 12:57:58", + "task_effective_number": "INC0000036", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -1474,7 +1491,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1497,119 +1513,123 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "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": "David Loo", - "assignment_group": "Network", - "business_duration": "19 Days 20 Hours 55 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": "1,716,900", - "calendar_duration": "83 Days 19 Hours 55 Minutes", - "calendar_stc": "7,242,900", - "caller_id": "Rick Berzle", + "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": "plagiotropic gleefulness synodsman emotionlessness rebeset", - "closed_at": "2024-09-03 18:02:14", + "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": "Kuman figuration jolthead epitoke strandage", + "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": "Baluchi countersense lepton archibenthic", - "opened_at": "2024-09-03 17:01:12", + "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": "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": "tasksetter Campanulatae cosustain superalimentation yockel", + "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 17:02:01", + "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": "46f6ede0a9fe198100e10154c34a0c2a", - "sys_mod_count": "6", + "sys_id": "e8e875b0c0a80164009dc852b4d677d5", + "sys_mod_count": "15", "sys_tags": "", - "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:15:37", - "task_effective_number": "INC0000030", + "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", @@ -1632,39 +1652,44 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "service_offering" ], "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": "Network", + "business_duration": "19 Days 20 Hours 55 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "David Loo", - "category": "Inquiry / Help", + "business_stc": "1,716,900", + "calendar_duration": "83 Days 19 Hours 55 Minutes", + "calendar_stc": "7,242,900", + "caller_id": "Rick Berzle", + "category": "Hardware", "cause": "", "caused_by": "", - "child_incidents": "0", + "child_incidents": "", "close_code": "No resolution provided", - "close_notes": "legislator brachystochrone Philodinidae pericarpium unkenneled", - "closed_at": "", - "closed_by": "", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 18:02:14", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://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": "", @@ -1672,64 +1697,64 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "reb siphonophorous interpellate secretly oidiomycotic", + "description": "Can't connect to wifi. Keep getting \"unable to join network\" message.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "1 - High", - "incident_state": "New", + "impact": "3 - Low", + "incident_state": "Closed", "knowledge": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "notify": "Do Not Notify", - "number": "shelty incompetent antistatist autocide ", - "opened_at": "2025-01-20 13:46:03", + "number": "INC0000030", + "opened_at": "2023-07-17 17:01:12", "opened_by": { - "display_value": "Matthew Lewis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/0f73bad4539312104d8731f0a0490e96" + "display_value": "Rick Berzle", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "3 - Moderate", + "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": "asymmetry klop Landolphia picromerite rimeless", + "short_description": "Lost connection to the wireless network", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Matthew.Lewis.4246", - "sys_created_on": "2025-01-20 13:56:30", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 17:02:01", "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": "1e93fe94539312104d8731f0a0490e5d", - "sys_mod_count": "0", + "sys_id": "46f6ede0a9fe198100e10154c34a0c2a", + "sys_mod_count": "6", "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": "2023-10-09 13:15:37", + "task_effective_number": "INC0000030", "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": "", @@ -1741,7 +1766,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1764,39 +1788,44 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "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": "Network", - "business_duration": "", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "Hardware", + "business_duration": "19 Days 21 Hours 55 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Bud Richman", - "category": "Network", + "business_stc": "1,720,500", + "calendar_duration": "83 Days 20 Hours 55 Minutes", + "calendar_stc": "7,246,500", + "caller_id": "Don Goodliffe", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by problem", - "close_notes": "undetained penicillate neolalia railing misapprehend", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "MailServerUS", - "comments": "2024-08-28 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": "2024-08-28 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", + "close_code": "Known error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-21 16:02:54", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://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": "", @@ -1804,68 +1833,68 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "capernoitie aion bedcord nephrology ragout", + "description": "I'm replacing my old phone with a Blackberry and require assistance to get it set up. I'd like to get the files and contacts transferred to the new phone and need help getting the two factor authentication app set up on it.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "2 - Medium", + "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" + "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": "billionism diphenylmethane glandaceous s", - "opened_at": "2024-08-28 17:41:01", + "number": "INC0000011", + "opened_at": "2023-07-17 16:01:12", "opened_by": { - "display_value": "Bud Richman", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" + "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": "3 - Moderate", "problem_id": "", - "reassignment_count": "", + "reassignment_count": "2", "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": "dacryadenalgia owrehip vadose laminose presteel", - "sla_due": "2024-09-18 17:41:01", - "state": "New", + "short_description": "Need new Blackberry set up", + "sla_due": "UNKNOWN", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "admin", - "sys_created_on": "2024-08-28 17:42:29", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 16:02:15", "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": "471bfbc7a9fe198101e77a3e10e5d47f", - "sys_mod_count": "3", + "sys_id": "46c03489a9fe19810148cd5b8cbf501e", + "sys_mod_count": "7", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:39:15", - "task_effective_number": "INC0000039", + "sys_updated_on": "2023-10-09 12:56:31", + "task_effective_number": "INC0000011", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", @@ -1876,7 +1905,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1899,80 +1927,70 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "service_offering" ], "template_record": { "active": "true", - "activity_due": "2024-11-26 13:51:23", + "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "ITIL User", - "assignment_group": "Hardware", - "business_duration": "11 Days 2 Hours 38 Minutes", + "assigned_to": "", + "assignment_group": "", + "business_duration": "", "business_impact": "", "business_service": "", - "business_stc": "959,937", - "calendar_duration": "16 Days", - "calendar_stc": "1,382,417", - "caller_id": "Bow Ruggeri", - "category": "Hardware", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "System Administrator", + "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "", - "close_code": "No resolution provided", - "close_notes": "withholder enchaser nomisma keyway superordain", - "closed_at": "2024-08-23 16:40:40", - "closed_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" - }, + "child_incidents": "0", + "close_code": "Duplicate", + "close_notes": "inexpectant emanate ruddle procosmetic dilatableness", + "closed_at": "", + "closed_by": "", "cmdb_ci": "", - "comments": "2024-08-28 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2024-08-28 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n", - "comments_and_work_notes": "2024-08-28 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2024-08-28 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\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": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "rid unoffensively Periarctic minienize kolea", + "description": "unshapenness compassing contagium battener paraxially", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "1 - High", - "incident_state": "In Progress", + "impact": "3 - Low", + "incident_state": "New", "knowledge": "false", - "location": { - "display_value": "1050 Sunnyview Road Northeast, Salem,OR", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" - }, - "made_sla": "false", + "location": "", + "made_sla": "true", "notify": "Do Not Notify", - "number": "Galaginae uranophotography unfamiliarize", - "opened_at": "2024-08-07 16:40:23", + "number": "INC0008111", + "opened_at": "2019-07-22 14:04:57", "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": "5 - Planning", "problem_id": "", - "reassignment_count": "2", - "reopen_count": "", + "reassignment_count": "0", + "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -1981,29 +1999,29 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "ondine bedlamize hypocarp erlking cardiosymphysis", + "short_description": "ATF : Test1", "sla_due": "UNKNOWN", - "state": "In Progress", + "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", - "sys_created_on": "2024-08-28 16:41:15", + "sys_created_on": "2019-07-22 14:05:17", "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": "46e3e949a9fe19810069b824ba2c761a", - "sys_mod_count": "7", + "sys_id": "a83820b58f723300e7e16c7827bdeed2", + "sys_mod_count": "1", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:51:23", - "task_effective_number": "INC0000016", + "sys_updated_on": "2019-07-22 14:05:48", + "task_effective_number": "INC0008111", "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": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -2014,7 +2032,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2037,8 +2054,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "business_service" ], "template_record": { "active": "false", @@ -2047,40 +2063,43 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "", - "business_duration": "1 Day", + "assigned_to": { + "display_value": "Luke Wilson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" + }, + "assignment_group": "Service Desk", + "business_duration": "19 Days 19 Hours 56 Minutes", "business_impact": "", "business_service": "", - "business_stc": "86,400", - "calendar_duration": "3 Days 1 Hour 26 Minutes", - "calendar_stc": "264,417", - "caller_id": "Beth Anglin", - "category": "Hardware", + "business_stc": "1,713,373", + "calendar_duration": "81 Days 19 Hours 23 Minutes", + "calendar_stc": "7,068,206", + "caller_id": "Natasha Ingram", + "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Known error", - "close_notes": "lewdness faitour Caenogaea Leontocebus lexicographist", - "closed_at": "2025-01-20 07:38:56", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-22 17:33:33", "closed_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, - "cmdb_ci": "*BETH-IBM", + "cmdb_ci": "CALLXPR1", "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": "Walk-in", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "endorser foxproof stomium anthypophora Commelina", + "description": "Forgot password and unable to log in. Can you reset or resend my password?", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -2090,14 +2109,17 @@ "impact": "3 - Low", "incident_state": "Closed", "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": "allothimorph nonjurying archdruid Ptolem", - "opened_at": "2024-11-22 01:42:59", + "number": "INC0000035", + "opened_at": "2023-07-19 17:32:47", "opened_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", @@ -2105,39 +2127,39 @@ "parent": "", "parent_incident": "", "priority": "5 - Planning", - "problem_id": "PRB0000109", - "reassignment_count": "0", - "reopen_count": "0", + "problem_id": "", + "reassignment_count": "2", + "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-25 03:09:56", - "resolved_by": "Ron Kettering", + "resolved_at": "2023-10-09 12:56:13", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "discerpible carcanet phototactically undersize Retinospora", + "short_description": "Reset my password", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "admin", - "sys_created_on": "2024-11-22 01:43:10", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 17:33:14", "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": "9e7f9864532023004247ddeeff7b121f", - "sys_mod_count": "2", + "sys_id": "47138238a9fe1981016e3762d1fd26d4", + "sys_mod_count": "8", "sys_tags": "", - "sys_updated_by": "system", - "sys_updated_on": "2025-01-20 07:38:55", - "task_effective_number": "INC0000601", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:15", + "task_effective_number": "INC0000035", "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": "", @@ -2149,7 +2171,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2172,47 +2193,49 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "close_code" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": null, + "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Charlie Whitherspoon", - "assignment_group": "Service Desk", - "business_duration": "21 Days 21 Hours 46 Minutes", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", + "business_duration": "", "business_impact": "", "business_service": "", - "business_stc": "1,892,781", - "calendar_duration": "91 Days 20 Hours 46 Minutes", - "calendar_stc": "7,937,181", - "caller_id": "Fred Luddy", - "category": "Network", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bow Ruggeri", + "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Known error", - "close_notes": "caciqueship tubatoxin earlship overscrub ununderstandably", - "closed_at": "2024-08-27 16:10:06", - "closed_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "close_code": "Resolved by problem", + "close_notes": "pole novel overcuriously inoffending depasturation", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", + "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n", + "company": { + "display_value": "ACME North America", + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "cmdb_ci": "MailServerUS", - "comments": "", - "comments_and_work_notes": "", - "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "postexistent fraternizer prealphabetical whiteface Ignatius", + "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -2220,60 +2243,57 @@ "group_list": "", "hold_reason": "", "impact": "1 - High", - "incident_state": "Closed", + "incident_state": "In Progress", "knowledge": "false", - "location": { - "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" - }, + "location": "", "made_sla": "false", "notify": "Do Not Notify", - "number": "ichthyization centillionth attingent nym", - "opened_at": "2024-08-26 16:09:51", + "number": "INC0000041", + "opened_at": "2023-07-11 17:44:53", "opened_by": { - "display_value": "Joe Employee", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + "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": "1 - Critical", - "problem_id": "PRB0000007", + "priority": "3 - Moderate", + "problem_id": "", "reassignment_count": "1", "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": "1 - High", - "short_description": "gruntingly epiclidal periarthritis laparosalpingotomy resurrective", + "severity": "3 - Low", + "short_description": "My desk phone does not work", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "pat", - "sys_created_on": "2023-03-28 11:24:13", + "sys_created_by": "bow", + "sys_created_on": "2023-07-11 17:45:27", "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": "9c573169c611228700193229fff72400", - "sys_mod_count": "21", + "sys_id": "471eb058a9fe198100f89592e1ea93d3", + "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:16:07", - "task_effective_number": "INC0000001", + "sys_updated_on": "2023-10-09 12:52:15", + "task_effective_number": "INC0000041", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "1 - High", + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -2284,7 +2304,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2307,104 +2326,112 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "problem_id" ], "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": "Hardware", - "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": "Joe Employee", + "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": "perinephritic failingness unbeneficial lepidote ensuance", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "", + "child_incidents": "", + "close_code": "Workaround provided", + "close_notes": "heighten valve Tropicalian sofar devilfish", + "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": "blachong museography Curt superuniversal hypocleidium", + "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": "accouplement unrebukably odd remonstrati", - "opened_at": "2025-01-20 17:04:46", + "number": "INC0000037", + "opened_at": "2023-07-11 17:34:56", "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": "", "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": "", - "resolved_by": "System Administrator", + "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "maudlin spet Tequistlatecan pancreatoncus nosophyte", + "short_description": "Request for a new service", "sla_due": "UNKNOWN", - "state": "New", + "state": "In Progress", "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": "2023-07-11 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": "0511eb94539712104d8731f0a0490ed0", - "sys_mod_count": "0", + "sys_id": "4715ab62a9fe1981018c3efb96143495", + "sys_mod_count": "8", "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 12:51:40", + "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": "", @@ -2416,7 +2443,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2439,39 +2465,41 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "parent_incident" ], "template_record": { "active": "true", - "activity_due": "2024-11-19 15:37:25", + "activity_due": "2023-10-09 14:40:45", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Don Goodliffe", - "assignment_group": "Hardware", + "assigned_to": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Beth Anglin", - "category": "Network", + "caller_id": "Joe Employee", + "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by caller", - "close_notes": "cavernal ptinid ravelly phenomenologically oxyquinone", + "close_code": "Resolved by problem", + "close_notes": "adhere overcup larcenic Armadillididae hoplomachy", "closed_at": "", "closed_by": "", - "cmdb_ci": "nyc rac nas200", - "comments": "2024-11-17 09:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2024-11-17 09:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2024-11-17 09:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2024-11-05 10:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n", - "comments_and_work_notes": "2024-11-19 09:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2024-11-17 09:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2024-11-17 09:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2024-11-17 09:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2024-11-05 10:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n", + "cmdb_ci": "SAP Controlling", + "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n", + "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", "company": { "display_value": "ACME North America", - "link": "https://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": "", @@ -2479,35 +2507,35 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "shoppish spankily phyllophorous steppe perivitellin", + "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "2 - Medium", + "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": { - "display_value": "450 Lexington Avenue, New York,NY", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/5f669b59c0a8010e00209343c0c6f9c1" + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "true", "notify": "Do Not Notify", - "number": "diapedetic myrothamnaceous wrick jactanc", - "opened_at": "2024-11-05 13:56:37", + "number": "INC0000051", + "opened_at": "2023-09-18 13:48:32", "opened_by": { - "display_value": "", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/glide.maint" + "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": "2 - High", - "problem_id": "", + "priority": "1 - Critical", + "problem_id": "PRB0000011", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", @@ -2518,24 +2546,24 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "grafting quadrigabled robustfulness bibliothecal analgic", - "sla_due": "2026-07-08 22:56:37", + "short_description": "Manager can't access SAP Controlling application", + "sla_due": "2023-09-18 05:36:33", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-11-05 10:05:40", + "sys_created_by": "itil", + "sys_created_on": "2023-09-18 13:48:32", "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": "ef4225a40a0a0b5700d0b8a790747812", - "sys_mod_count": "37", + "sys_id": "d7158da0c0a8016700eef46c8d1f3661", + "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:52:34", - "task_effective_number": "INC0000049", + "sys_updated_on": "2023-10-09 12:40:45", + "task_effective_number": "INC0000051", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -2544,14 +2572,13 @@ "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "2024-11-19 09:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n", + "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2574,76 +2601,75 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "short_description" ], "template_record": { "active": "true", - "activity_due": "2024-11-19 15:50:20", + "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Fred Luddy", - "assignment_group": "Software", + "assigned_to": { + "display_value": "ITIL User", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + }, + "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Bud Richman", - "category": "Software", + "caller_id": "Fred Luddy", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "User error", - "close_notes": "adventureship forehold immunogenic allochromatic republican", + "close_code": "Duplicate", + "close_notes": "apt kinematograph recordist curvate inescutcheon", "closed_at": "", "closed_by": "", - "cmdb_ci": "SAP Financial Accounting", - "comments": "2024-11-12 10:16:12 - System Administrator (Additional comments)\nyou\n\n2024-11-12 10:15:58 - System Administrator (Additional comments)\nhey\n\n2024-11-04 20:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", - "comments_and_work_notes": "2024-11-19 09:50:20 - Rob Phillips (Work notes)\nI got this\n\n2024-11-17 07:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2024-11-12 10:16:12 - System Administrator (Additional comments)\nyou\n\n2024-11-12 10:15:58 - System Administrator (Additional comments)\nhey\n\n2024-11-04 20:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n2024-11-04 20:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "scytopetalaceous dominatingly orohydrographical grudging miscalculation", + "description": "I lost my work-issued iPhone 7 while traveling last week and need a replacement device. I've erased the phone remotely and have called my carrier to shut off service to it.", "due_date": "", - "escalation": "Overdue", + "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "1 - High", + "impact": "3 - Low", "incident_state": "In Progress", "knowledge": "false", "location": { - "display_value": "261 North Highway 101, Solana Beach,CA", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" + "display_value": "400 Pryor Street Southwest, Atlanta,GA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1081761cc611227501d063fd3475a2de" }, - "made_sla": "true", + "made_sla": "false", "notify": "Do Not Notify", - "number": "unpredicated vairagi Adeodatus neele Nor", - "opened_at": "2024-11-05 12:48:40", + "number": "INC0000020", + "opened_at": "2023-07-08 16:51:35", "opened_by": { - "display_value": "ITIL User", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + "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": "1 - Critical", - "problem_id": "PRB0000011", - "reassignment_count": "0", + "priority": "5 - Planning", + "problem_id": "PRB0000003", + "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", @@ -2653,33 +2679,33 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "ultracordial palaeechinoid vague marsupium tinworker", - "sla_due": "2024-11-05 04:40:39", + "short_description": "I need a replacement iPhone, please", + "sla_due": "UNKNOWN", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "itil", - "sys_created_on": "2024-11-05 12:48:40", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-11 16:51:54", "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": "d7195138c0a8016700fd68449cfcd484", - "sys_mod_count": "94", + "sys_id": "46edaa6aa9fe198101b9d14ced16619f", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "system", - "sys_updated_on": "2024-11-19 13:50:24", - "task_effective_number": "INC0000052", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:45:32", + "task_effective_number": "INC0000020", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", - "urgency": "1 - High", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "2024-11-19 09:50:20 - Rob Phillips (Work notes)\nI got this\n\n2024-11-17 07:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2024-11-04 20:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n", + "work_notes": "", "work_notes_list": "", "work_start": "" }