Log shows ISP was dropping/resetting the connection
", + "close_notes": "patched server all is fine now.", + "closed_at": "2023-07-24 23:21:08", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "IronMail-SD-01", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2023-01-07 15:48:36", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "appendiculate holophyte dorn Hydropterideae bicrenate", + "description": "Email went down - failed over to alternate server but need to determine root cause on ironMail-SD-01", "due_date": "", "duplicate_of": "", - "escalation": "High", + "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000001", - "link": "https://dev224577.service-now.com/api/now/table/task/9c573169c611228700193229fff72400" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "ISP applied a fix on their side and mails are flowing smoothly again
", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "major_problem": "false", - "number": "PRB0000007", - "opened_at": "2022-07-23 15:32:07", + "number": "PRB0000055", + "opened_at": "2023-07-24 23:17:17", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Assess", - "reassignment_count": "", - "related_incidents": "4", + "problem_state": "Closed", + "reassignment_count": "1", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "subvicarship elaeometer rationalistic celemin indemnization", + "short_description": "Email down", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": null, + "state": "Closed", + "subcategory": "Email", "sys_class_name": "Problem", - "sys_created_by": "pat", - "sys_created_on": "2022-07-23 15:32:07", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 23:19:00", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "9d3a266ac6112287004e37fb2ceb0133", - "sys_mod_count": "14", + "sys_id": "051e8f6cc0a8016600cdf7fd19e10414", + "sys_mod_count": "2", "sys_tags": "", - "sys_updated_by": "Amber.Wagner.7822", - "sys_updated_on": "2025-01-23 06:13:12", - "task_effective_number": "PRB0000007", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-28 02:48:12", + "task_effective_number": "PRB0000055", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -255,7 +256,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -267,7 +267,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "business_service" ], "template_record": { "active": "true", @@ -276,17 +276,20 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Network", - "cause_notes": null, + "category": "Software", + "cause_notes": "Sample cause notes
", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "WIRELESS", + "cmdb_ci": "Zoom V.92 USB Modem", "comments": "", "comments_and_work_notes": "", "company": "", @@ -298,7 +301,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Cholones superimpending supplementarily alloisomer intrahepatic", + "description": "Issue in connecting to internet using modem.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -317,18 +320,18 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0001002", - "opened_at": "2018-10-04 19:57:26", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", "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": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "0", - "related_incidents": "0", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -339,24 +342,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "reattribute acceptive tingle unconsulting coenamourment", + "short_description": "Issue in connecting to internet using modem.", "sla_due": "UNKNOWN", "state": "Assess", - "subcategory": "Wireless", + "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2018-10-04 19:57:39", + "sys_created_on": "2018-10-07 06:07:35", "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": "6632130c730123002728660c4cf6a734", - "sys_mod_count": "2", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:15:46", - "task_effective_number": "PRB0001002", + "sys_updated_on": "2024-03-11 09:54:38", + "task_effective_number": "PRB0001001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -368,15 +371,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": null, - "workaround_applied": "false", + "workaround": "Sample workaround
", + "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -388,43 +390,49 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "cmdb_ci" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": null, + "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "", - "business_duration": "", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Hardware", + "calendar_duration": "16801 Days 1 Minute", + "category": "Software", "cause_notes": null, "close_notes": "", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "FileServerFloor2", + "closed_at": "2023-07-31 23:59:05", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2023-01-07 15:48:36", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "versewright electromuscular uncase Munich menticulture", + "description": "muscule halophytism inductionally brimmed analogic", "due_date": "", - "duplicate_of": "", + "duplicate_of": { + "display_value": "PRB0000055", + "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" + }, "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", @@ -439,52 +447,52 @@ "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "major_problem": "false", - "number": "PRB0000002", - "opened_at": "2022-07-23 15:35:29", + "number": "PRB0000105", + "opened_at": "2023-07-31 23:57:29", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Assess", - "reassignment_count": "", - "related_incidents": "", + "problem_state": "Closed", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Duplicate", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "volumetry pterylosis lostness desmodont filiform", + "short_description": "Email system is down again", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": null, + "state": "Closed", + "subcategory": "Email", "sys_class_name": "Problem", - "sys_created_by": "pat", - "sys_created_on": "2022-07-23 15:35:29", + "sys_created_by": "admin", + "sys_created_on": "2023-07-31 23:58:16", "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": "9d3d3b85c61122870138f3d1472bba01", - "sys_mod_count": "8", + "sys_id": "0d036ce4532023004247ddeeff7b12a8", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 22:49:54", - "task_effective_number": "PRB0000002", + "sys_updated_on": "2023-07-31 23:59:05", + "task_effective_number": "PRB0000105", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -500,7 +508,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -512,43 +519,49 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "impact" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", - "business_duration": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Hardware", + "calendar_duration": "16801 Days 1 Minute", + "category": "Software", "cause_notes": null, "close_notes": "", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "Dell Wireless WLAN Utility", + "closed_at": "2023-07-31 23:59:05", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:04:43", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "cyclohexanone transfixation nonylenic presuperficially ungenius", + "description": "cunjevoi Dynastides muskellunge confirmedness subpial", "due_date": "", - "duplicate_of": "", + "duplicate_of": { + "display_value": "PRB0000055", + "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" + }, "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", @@ -559,52 +572,52 @@ "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "number": "PRB0000105", + "opened_at": "2023-07-31 23:57:29", "opened_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" }, "order": "", "parent": "", - "priority": "4 - Low", - "problem_state": "Assess", - "reassignment_count": "1", - "related_incidents": "", + "priority": "5 - Planning", + "problem_state": "Closed", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Duplicate", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "protoamphibian condensery nepenthes tributable reductively", + "short_description": "Email system is down again", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": null, + "state": "Closed", + "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_on": "2023-07-31 23:58:16", "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": "e9b0e55567b032004792adab9485ef6c", - "sys_mod_count": "3", + "sys_id": "0d036ce4532023004247ddeeff7b12a8", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", - "task_effective_number": "PRB0000012", + "sys_updated_on": "2023-07-31 23:59:05", + "task_effective_number": "PRB0000105", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -624,7 +637,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -636,49 +648,49 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "impact" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", + "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Problem Manager", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Software", + "category": "Database", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "SAP Enterprise Services", + "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-17 16:48:36", + "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { - "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "rationalizable psammocarcinoma slepez hollo cyclization", + "description": "The PeopleSoft Oracle instance is down (again).", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000051", - "link": "https://dev224577.service-now.com/api/now/table/task/d7158da0c0a8016700eef46c8d1f3661" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -686,24 +698,24 @@ "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "1 - High", + "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0000011", - "opened_at": "2024-09-10 21:58:15", + "number": "PRB0000010", + "opened_at": "2021-06-04 15:55:28", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "1 - Critical", - "problem_state": "Root Cause Analysis", + "priority": "5 - Planning", + "problem_state": "Assess", "reassignment_count": "", - "related_incidents": "8", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -714,29 +726,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "gerip beautihood diffusionism postvaccinal actinine", + "short_description": "Oracle Down", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", - "subcategory": null, + "state": "Assess", + "subcategory": "Oracle", "sys_class_name": "Problem", - "sys_created_by": "itil", - "sys_created_on": "2024-09-10 21:58:15", + "sys_created_by": "pat", + "sys_created_on": "2021-06-04 15:55:28", "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": "d7296d02c0a801670085e737da016e70", - "sys_mod_count": "31", + "sys_id": "9d4f87a3c6112287010ed0a5ccdcba04", + "sys_mod_count": "9", "sys_tags": "", - "sys_updated_by": "Dakota.Martinez.9660", - "sys_updated_on": "2025-01-23 06:44:11", - "task_effective_number": "PRB0000011", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 22:57:58", + "task_effective_number": "PRB0000010", "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": "", @@ -751,7 +763,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -763,7 +774,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "category" ], "template_record": { "active": "true", @@ -772,32 +783,32 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Manager", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Hardware", - "cause_notes": "Server does not meet minimum specs to run the meeting server
", + "category": "Network", + "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "WIRELESS", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:01:22", - "confirmed_by": { - "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "ozonide slithy lapactic cystinuria towpath", + "description": "Unable to connect to the VPN using the valid credentials.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -807,25 +818,25 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "\n\t\t\tUpgrade CPU and RAM to meet minimum specs
", + "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000106", - "opened_at": "2024-09-17 23:59:48", + "number": "PRB0001000", + "opened_at": "2018-10-09 10:45:46", "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": "", "parent": "", - "priority": "2 - High", - "problem_state": "Root Cause Analysis", + "priority": "5 - Planning", + "problem_state": "New", "reassignment_count": "0", "related_incidents": "0", "reopen_count": "0", @@ -838,29 +849,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "branchiostegal Oryctolagus unbeginningly ultratropical nonsugar", + "short_description": "Unable to connect to the VPN", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", - "subcategory": null, + "state": "New", + "subcategory": "VPN", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:01:19", + "sys_created_on": "2018-10-09 10:46:04", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "36836028532023004247ddeeff7b12f1", - "sys_mod_count": "4", + "sys_id": "9ae30b6d730123002728660c4cf6a736", + "sys_mod_count": "1", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-18 00:02:32", - "task_effective_number": "PRB0000106", + "sys_updated_on": "2018-12-11 23:12:14", + "task_effective_number": "PRB0001000", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "1 - High", + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -875,7 +886,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -887,7 +897,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "impact" ], "template_record": { "active": "false", @@ -896,34 +906,40 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 1 Minute", "category": "Software", - "cause_notes": "Switch to IPv6 caused IP issues
", - "close_notes": "needed latest patch - after patch all is well\n\t\t", - "closed_at": "2024-09-10 22:45:58", - "closed_by": "", - "cmdb_ci": "EXCH-SD-05", + "cause_notes": null, + "close_notes": "", + "closed_at": "2023-07-31 23:59:05", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, - "contact_type": "Phone", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "atelorachidia squamosa centaurus nonrequisition paleohistology", + "description": "mononitrobenzene encounterer mizmaze outsuitor straitsman", "due_date": "", - "duplicate_of": "", + "duplicate_of": { + "display_value": "PRB0000055", + "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" + }, "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", @@ -931,7 +947,7 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "needed latest patch - after patch all is well
", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -940,46 +956,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000051", - "opened_at": "2024-09-10 22:44:01", + "number": "PRB0000105", + "opened_at": "2023-07-31 23:57:29", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", - "reassignment_count": "", - "related_incidents": "", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Fix Applied", + "resolution_code": "Duplicate", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "reblossom pluggable apiculated nonintrusionism heterophoria", + "short_description": "Email system is down again", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 22:45:11", + "sys_created_by": "admin", + "sys_created_on": "2023-07-31 23:58:16", "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": "05001913c0a8016600161851785e5219", + "sys_id": "0d036ce4532023004247ddeeff7b12a8", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:43:10", - "task_effective_number": "PRB0000051", + "sys_updated_on": "2023-07-31 23:59:05", + "task_effective_number": "PRB0000105", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -999,7 +1015,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1011,7 +1026,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "description" ], "template_record": { "active": "true", @@ -1020,17 +1035,20 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Software", + "category": "Network", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Email", + "cmdb_ci": "WIRELESS", "comments": "", "comments_and_work_notes": "", "company": "", @@ -1042,7 +1060,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "detestable noibwood grossart lycopodiaceous nonprofessional", + "description": "Unable to connect to the VPN using the valid credentials.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1061,11 +1079,11 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0007601", - "opened_at": "2018-08-30 01:08:39", + "number": "PRB0001000", + "opened_at": "2018-10-09 10:45:46", "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": "", "parent": "", @@ -1083,24 +1101,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "translationally unspontaneous irritableness menology ectoproctous", + "short_description": "Unable to connect to the VPN", "sla_due": "UNKNOWN", "state": "New", - "subcategory": "Email", + "subcategory": "VPN", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2018-08-30 01:09:05", + "sys_created_on": "2018-10-09 10:46:04", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "62304320731823002728660c4cf6a7e8", + "sys_id": "9ae30b6d730123002728660c4cf6a736", "sys_mod_count": "1", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:16:57", - "task_effective_number": "PRB0007601", + "sys_updated_on": "2018-12-11 23:12:14", + "task_effective_number": "PRB0001000", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1120,7 +1138,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1132,7 +1149,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "category" ], "template_record": { "active": "true", @@ -1141,7 +1158,10 @@ "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", @@ -1155,10 +1175,10 @@ "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2023-01-07 15:48:36", + "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": null, "contract": "", @@ -1166,14 +1186,14 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "tensor undividedness prober planchment incongenerous", + "description": "The 1st floor router is down again. Nobody down there can get at anything outside their own subnet.", "due_date": "", "duplicate_of": "", "escalation": "High", "expected_start": "", "first_reported_by_task": { "display_value": "INC0000001", - "link": "https://dev224577.service-now.com/api/now/table/task/9c573169c611228700193229fff72400" + "link": "https://dev215901.service-now.com/api/now/table/task/9c573169c611228700193229fff72400" }, "fix_at": "", "fix_by": "", @@ -1189,17 +1209,17 @@ "made_sla": "false", "major_problem": "false", "number": "PRB0000007", - "opened_at": "2022-07-23 15:32:07", + "opened_at": "2021-06-04 15:32:07", "opened_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" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "", - "related_incidents": "4", + "related_incidents": "2", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1210,23 +1230,23 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "perfoliate improvidently hexamitiasis campstool odorize", + "short_description": "Router Down", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "pat", - "sys_created_on": "2022-07-23 15:32:07", + "sys_created_on": "2021-06-04 15:32:07", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "9d3a266ac6112287004e37fb2ceb0133", - "sys_mod_count": "14", + "sys_mod_count": "46", "sys_tags": "", - "sys_updated_by": "Amber.Wagner.7822", - "sys_updated_on": "2025-01-23 06:13:12", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 13:03:52", "task_effective_number": "PRB0000007", "time_worked": "", "universal_request": "", @@ -1247,7 +1267,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1259,7 +1278,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "service_offering" ], "template_record": { "active": "true", @@ -1268,17 +1287,20 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Software", + "category": "Network", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Email", + "cmdb_ci": "WIRELESS", "comments": "", "comments_and_work_notes": "", "company": "", @@ -1290,7 +1312,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Carnegiea amende unmisguided hunker Platonizer", + "description": "Unable to connect to the VPN using the valid credentials.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1309,11 +1331,11 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0007601", - "opened_at": "2018-08-30 01:08:39", + "number": "PRB0001000", + "opened_at": "2018-10-09 10:45:46", "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": "", "parent": "", @@ -1331,24 +1353,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "unboisterous serriferous hexameral bogle pygidium", + "short_description": "Unable to connect to the VPN", "sla_due": "UNKNOWN", "state": "New", - "subcategory": "Email", + "subcategory": "VPN", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2018-08-30 01:09:05", + "sys_created_on": "2018-10-09 10:46:04", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "62304320731823002728660c4cf6a7e8", + "sys_id": "9ae30b6d730123002728660c4cf6a736", "sys_mod_count": "1", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:16:57", - "task_effective_number": "PRB0007601", + "sys_updated_on": "2018-12-11 23:12:14", + "task_effective_number": "PRB0001000", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1368,7 +1390,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1380,7 +1401,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "urgency" ], "template_record": { "active": "true", @@ -1389,7 +1410,10 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "Problem Solving", "business_duration": "", "business_service": "", @@ -1403,10 +1427,10 @@ "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:04:43", + "confirmed_at": "2023-09-12 10:04:43", "confirmed_by": { "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": null, "contract": "", @@ -1414,7 +1438,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "scorching aeroplane nonprojection intermundium rejectamenta", + "description": "Using a Dell Wireless WLAN Utility I cannot enable the option to disable wireless when plugin into an Ethernet port", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1434,10 +1458,10 @@ "made_sla": "true", "major_problem": "false", "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "opened_at": "2023-09-12 10:04:43", "opened_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" }, "order": "", "parent": "", @@ -1455,23 +1479,23 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "desman sulphate recruit Beatrice bradycinesia", + "short_description": "Cannot disable wireless when plug into an Ethernet port", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_on": "2023-09-12 10:12:12", "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": "e9b0e55567b032004792adab9485ef6c", "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", + "sys_updated_on": "2023-07-27 23:14:22", "task_effective_number": "PRB0000012", "time_worked": "", "universal_request": "", @@ -1492,7 +1516,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1504,7 +1527,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "service_offering" ], "template_record": { "active": "true", @@ -1513,32 +1536,32 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Hardware", + "category": "Network", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Dell Wireless WLAN Utility", + "cmdb_ci": "WIRELESS", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:04:43", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "dess coseat unquivered germaneness amblygeusia", + "description": "Unable to connect to the VPN using the valid credentials.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1551,24 +1574,24 @@ "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "number": "PRB0001000", + "opened_at": "2018-10-09 10:45:46", "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": "", "parent": "", - "priority": "4 - Low", - "problem_state": "Assess", - "reassignment_count": "1", - "related_incidents": "", + "priority": "5 - Planning", + "problem_state": "New", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1579,24 +1602,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "disparity ripsnorting Anglophobist Whitefieldian ghostlike", + "short_description": "Unable to connect to the VPN", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": null, + "state": "New", + "subcategory": "VPN", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_on": "2018-10-09 10:46:04", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "e9b0e55567b032004792adab9485ef6c", - "sys_mod_count": "3", + "sys_id": "9ae30b6d730123002728660c4cf6a736", + "sys_mod_count": "1", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", - "task_effective_number": "PRB0000012", + "sys_updated_on": "2018-12-11 23:12:14", + "task_effective_number": "PRB0001000", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1616,7 +1639,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1628,7 +1650,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "urgency" ], "template_record": { "active": "false", @@ -1637,24 +1659,27 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "Problem Solving", "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "16801 Days 2 Minutes", - "category": "Network", - "cause_notes": "Switch to IPv6 caused IP issues
", - "close_notes": "updated firmware", - "closed_at": "2024-09-10 23:10:55", + "calendar_duration": "16801 Days 1 Minute", + "category": "Database", + "cause_notes": null, + "close_notes": "", + "closed_at": "2023-07-24 23:08:09", "closed_by": "", - "cmdb_ci": "ny8500-nbxs09", + "cmdb_ci": "lawson_db", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": "Phone", "contract": "", @@ -1662,7 +1687,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "semilogical bouffancy coquette boomage phallorrhagia", + "description": "Lawson DB seems to be running slowly. Tried several things and need to find the root cause", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1672,7 +1697,7 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "updated firmware
", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -1681,46 +1706,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000053", - "opened_at": "2024-09-10 23:08:13", + "number": "PRB0000032", + "opened_at": "2023-07-24 23:06:17", "opened_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" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "", + "problem_state": "Root Cause Analysis", + "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Fix Applied", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "unconversable Ram sodding ministerially paltry", + "short_description": "Lawson DB seems to be running slowly", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": null, + "state": "Root Cause Analysis", + "subcategory": "Oracle", "sys_class_name": "Problem", "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:10:41", + "sys_created_on": "2023-07-24 23:07:53", "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": "05164252c0a80166006452a56ccd08a9", + "sys_id": "05147c3ec0a8016600da5b1a92269b3d", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:45:55", - "task_effective_number": "PRB0000053", + "sys_updated_on": "2023-07-27 23:45:53", + "task_effective_number": "PRB0000032", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1740,7 +1765,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1752,52 +1776,43 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "cmdb_ci" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", - "business_duration": "16801 Days", + "assigned_to": "", + "assignment_group": "Network", + "business_duration": "", "business_service": "", - "calendar_duration": "16801 Days 5 Minutes", - "category": "Hardware", - "cause_notes": "This is a timing issue caused when you plug and unplug USB devices quickly
", - "close_notes": "OS and hardware vendor cannot find the root cause as it is intermittent. So they recommend restarting the PC", - "closed_at": "2024-09-18 00:09:20", - "closed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, - "cmdb_ci": "*BETH-IBM", + "calendar_duration": "", + "category": "Network", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "ny8500-nbxs09", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:08:58", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Tonto seemingly pinnacle lapstreaked papyrotint", + "description": "Connections seem to be slow", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000601", - "link": "https://dev224577.service-now.com/api/now/table/task/9e7f9864532023004247ddeeff7b121f" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -1811,46 +1826,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000109", - "opened_at": "2024-09-18 00:03:54", + "number": "PRB0050333", + "opened_at": "2024-03-13 00:40:48", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", + "problem_state": "New", "reassignment_count": "0", - "related_incidents": "1", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Risk Accepted", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "magicalize decohere translatableness unobstructive crookback", + "short_description": "Slow switching", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "New", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:05:42", + "sys_created_on": "2024-03-13 00:40:52", "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": "8f74a828532023004247ddeeff7b1295", - "sys_mod_count": "11", + "sys_id": "3c883b5b93b04e1071f773118bba105d", + "sys_mod_count": "0", "sys_tags": "", - "sys_updated_by": "Patrick.Martinez.7260", - "sys_updated_on": "2025-01-23 02:23:50", - "task_effective_number": "PRB0000109", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-13 00:40:52", + "task_effective_number": "PRB0050333", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1862,15 +1877,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": "\n\t\t\tAs this is intermittent. Restarting the PC fixes this.
", - "workaround_applied": "true", + "workaround": null, + "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1882,7 +1896,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "category" ], "template_record": { "active": "false", @@ -1891,24 +1905,27 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "16801 Days 1 Minute", - "category": "Database", - "cause_notes": null, - "close_notes": "", - "closed_at": "2024-09-10 23:08:09", + "calendar_duration": "16801 Days 2 Minutes", + "category": "Network", + "cause_notes": "Switch to IPv6 caused IP issues
", + "close_notes": "updated firmware", + "closed_at": "2023-07-24 23:10:55", "closed_by": "", - "cmdb_ci": "lawson_db", + "cmdb_ci": "ny8500-nbxs09", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": "Phone", "contract": "", @@ -1916,7 +1933,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "comparate anomphalous consentant superposable precultural", + "description": "Connections seem to be slow", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1926,7 +1943,7 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "updated firmware
", "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -1935,46 +1952,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000032", - "opened_at": "2024-09-10 23:06:17", + "number": "PRB0000053", + "opened_at": "2023-07-24 23:08:13", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Root Cause Analysis", - "reassignment_count": "1", + "problem_state": "Closed", + "reassignment_count": "", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "simplicist Anglicization Mirabilis Massalia prototypical", + "short_description": "Slow switching", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", - "subcategory": "Oracle", + "state": "Closed", + "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:07:53", + "sys_created_on": "2023-07-24 23:10:41", "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": "05147c3ec0a8016600da5b1a92269b3d", + "sys_id": "05164252c0a80166006452a56ccd08a9", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:45:53", - "task_effective_number": "PRB0000032", + "sys_updated_on": "2023-07-28 02:45:55", + "task_effective_number": "PRB0000053", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1994,7 +2011,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2006,7 +2022,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "service_offering" ], "template_record": { "active": "true", @@ -2015,24 +2031,27 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, + "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Hardware", - "cause_notes": null, + "cause_notes": "Server does not meet minimum specs to run the meeting server
", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Dell Wireless WLAN Utility", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:04:43", + "confirmed_at": "2023-08-01 00:01:22", "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" }, "contact_type": null, "contract": "", @@ -2040,7 +2059,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "coenogamete priestling youve overbias salvageproof", + "description": "misexecute infructuous hoodlike bebrother vocal", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -2050,27 +2069,27 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "\n\t\t\tUpgrade CPU and RAM to meet minimum specs
", "follow_up": "", "group_list": "", "impact": "2 - Medium", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "number": "PRB0000106", + "opened_at": "2023-07-31 23:59:48", "opened_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" }, "order": "", "parent": "", - "priority": "4 - Low", - "problem_state": "Assess", - "reassignment_count": "1", - "related_incidents": "", + "priority": "2 - High", + "problem_state": "Root Cause Analysis", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -2081,29 +2100,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "impersuasible trombiculid dolichocephalism bidar headledge", + "short_description": "The Webex application is unavailable to all employees", "sla_due": "UNKNOWN", - "state": "Assess", + "state": "Root Cause Analysis", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_on": "2023-08-01 00:01:19", "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": "e9b0e55567b032004792adab9485ef6c", - "sys_mod_count": "3", + "sys_id": "36836028532023004247ddeeff7b12f1", + "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", - "task_effective_number": "PRB0000012", + "sys_updated_on": "2023-08-01 00:02:32", + "task_effective_number": "PRB0000106", "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": "", @@ -2118,7 +2137,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2130,7 +2148,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "impact" ], "template_record": { "active": "false", @@ -2139,7 +2157,10 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "", "business_duration": "16801 Days", "business_service": "", @@ -2147,10 +2168,10 @@ "category": "Software", "cause_notes": null, "close_notes": "", - "closed_at": "2024-09-17 23:59:05", + "closed_at": "2023-07-31 23:59:05", "closed_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "cmdb_ci": "", "comments": "", @@ -2164,11 +2185,11 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "einkorn uneffectless overpainfulness auriculoventricular elastometry", + "description": "caoutchouc heedfulness bunodont Icacinaceae tow", "due_date": "", "duplicate_of": { "display_value": "PRB0000055", - "link": "https://dev224577.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" + "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" }, "escalation": "Normal", "expected_start": "", @@ -2187,10 +2208,10 @@ "made_sla": "true", "major_problem": "false", "number": "PRB0000105", - "opened_at": "2024-09-17 23:57:29", + "opened_at": "2023-07-31 23:57:29", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", @@ -2208,23 +2229,23 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "Hemigalus prodigalize squirelike Secessiondom dispensator", + "short_description": "Email system is down again", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-09-17 23:58:16", + "sys_created_on": "2023-07-31 23:58:16", "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": "0d036ce4532023004247ddeeff7b12a8", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-17 23:59:05", + "sys_updated_on": "2023-07-31 23:59:05", "task_effective_number": "PRB0000105", "time_worked": "", "universal_request": "", @@ -2245,7 +2266,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2257,46 +2277,55 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "service_offering" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "Problem Solving", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", + "calendar_duration": "16801 Days 5 Minutes", "category": "Hardware", - "cause_notes": null, - "close_notes": "", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "Dell PERC 2", + "cause_notes": "This is a timing issue caused when you plug and unplug USB devices quickly
", + "close_notes": "OS and hardware vendor cannot find the root cause as it is intermittent. So they recommend restarting the PC", + "closed_at": "2023-08-01 00:09:20", + "closed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "cmdb_ci": "*BETH-IBM", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-01-07 15:48:36", + "confirmed_at": "2023-08-01 00:08:58", "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Nandi hermaphroditically tropocaine bullishly immortalship", + "description": "overcount balistraria saxifragaceous viscerate bladdery", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": "", + "first_reported_by_task": { + "display_value": "INC0000601", + "link": "https://dev215901.service-now.com/api/now/table/task/9e7f9864532023004247ddeeff7b121f" + }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -2308,52 +2337,52 @@ "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "major_problem": "false", - "number": "PRB0000004", - "opened_at": "2024-01-04 16:40:42", + "number": "PRB0000109", + "opened_at": "2023-08-01 00:03:54", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "New", - "reassignment_count": "", - "related_incidents": "", + "problem_state": "Closed", + "reassignment_count": "0", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Risk Accepted", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "Annabel Procavia buchite sexlessness hyperenthusiasm", + "short_description": "USB port has stopped working", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-01-04 16:40:42", + "sys_created_on": "2023-08-01 00:05:42", "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": "471a5450a9fe198101f2054169e75bf4", - "sys_mod_count": "2", + "sys_id": "8f74a828532023004247ddeeff7b1295", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 03:32:16", - "task_effective_number": "PRB0000004", + "sys_updated_on": "2024-03-11 11:36:26", + "task_effective_number": "PRB0000109", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -2361,15 +2390,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": null, - "workaround_applied": "false", + "workaround": "\n\t\t\tAs this is intermittent. Restarting the PC fixes this.
", + "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2381,52 +2409,46 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description" + "cmdb_ci" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", - "business_duration": "16801 Days", - "business_service": "", - "calendar_duration": "16801 Days 5 Minutes", - "category": "Hardware", - "cause_notes": "This is a timing issue caused when you plug and unplug USB devices quickly
", - "close_notes": "OS and hardware vendor cannot find the root cause as it is intermittent. So they recommend restarting the PC", - "closed_at": "2024-09-18 00:09:20", - "closed_by": { + "assigned_to": { "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "cmdb_ci": "*BETH-IBM", + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Software", + "cause_notes": null, + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Email", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:08:58", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "undescribed extinguisher Pyrocystis risk Rhineland", + "description": "Unable to send or receive emails.Looks like issue is with the email server.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000601", - "link": "https://dev224577.service-now.com/api/now/table/task/9e7f9864532023004247ddeeff7b121f" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -2440,46 +2462,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000109", - "opened_at": "2024-09-18 00:03:54", + "number": "PRB0007601", + "opened_at": "2018-08-30 01:08:39", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", + "problem_state": "New", "reassignment_count": "0", - "related_incidents": "1", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Risk Accepted", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "Physapoda crunchweed Phascogale unfilm encomium", + "short_description": "Unable to send or receive emails.", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": null, + "state": "New", + "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:05:42", + "sys_created_on": "2018-08-30 01:09:05", "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": "8f74a828532023004247ddeeff7b1295", - "sys_mod_count": "11", + "sys_id": "62304320731823002728660c4cf6a7e8", + "sys_mod_count": "1", "sys_tags": "", - "sys_updated_by": "Patrick.Martinez.7260", - "sys_updated_on": "2025-01-23 02:23:50", - "task_effective_number": "PRB0000109", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-11 23:16:57", + "task_effective_number": "PRB0007601", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -2491,8 +2513,8 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": "\n\t\t\tAs this is intermittent. Restarting the PC fixes this.
", - "workaround_applied": "true", + "workaround": null, + "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" }