diff --git "a/Level-2/create_incident_task.json" "b/Level-2/create_incident_task.json" --- "a/Level-2/create_incident_task.json" +++ "b/Level-2/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 +23,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "service_offering", + "rfc" ], "template_record": { "active": "true", @@ -35,53 +34,50 @@ "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": "Sam Sorokin", + "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Duplicate", - "close_notes": "hagia phycology uncontrovertibly Canopic Collins", + "child_incidents": "1", + "close_code": "Resolved by caller", + "close_notes": "stipendial belligerent brookie semiglaze anamite", "closed_at": "", "closed_by": "", - "cmdb_ci": "EFOWEB", + "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 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", + "company": "", + "contact_type": "Walk-in", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "grimalkin untucked sirkeer oversecurely Rabbinic", + "description": "I am not able to edit a wiki page.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "1 - High", + "impact": "2 - Medium", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "sleuthdog unexchangeable prudely anatoxi", - "opened_at": "2025-01-20 12:42:03", + "number": "INC0009001", + "opened_at": "2018-09-11 20:56:26", "opened_by": { - "display_value": "Courtney Ward", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/8ce4a250535312104d8731f0a0490e22" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", @@ -100,40 +96,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "strany independent introductor areologically counterclaim", + "short_description": "Unable to post content on a Wiki page", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Courtney.Ward.6901", - "sys_created_on": "2025-01-20 12:53:49", + "sys_created_by": "admin", + "sys_created_on": "2018-09-11 20:57:01", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "bcf4ea90535312104d8731f0a0490ef1", - "sys_mod_count": "0", + "sys_id": "a623cdb073a023002728660c4cf6a768", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Courtney.Ward.6901", - "sys_updated_on": "2025-01-20 12:53:49", - "task_effective_number": "INC0000037", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:32:42", + "task_effective_number": "INC0009001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -156,8 +151,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "parent_incident", + "contact_type" ], "template_record": { "active": "true", @@ -167,33 +162,33 @@ "approval_history": "", "approval_set": "", "assigned_to": "", - "assignment_group": "Openspace", + "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "David Miller", - "category": "Hardware", + "caller_id": "survey user", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", - "close_code": "Workaround provided", - "close_notes": "unwithstood grumphy unendable unexceptionability irone", + "close_code": "Resolved by problem", + "close_notes": "unspited princessly duteously honestness subdistich", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "contact_type": "Email", + "contact_type": "Walk-in", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "harmonicism wooler manumisable exhaustive relegable", + "description": "propooling oophororrhaphy unbated kerrite walpurgite", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -206,11 +201,11 @@ "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "occipitoposterior physonectous urinologi", - "opened_at": "2025-01-20 14:59:16", + "number": "INC0008112", + "opened_at": "2019-07-29 11:48:43", "opened_by": { - "display_value": "Cassandra Henry", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/b94403dc53d312104d8731f0a0490e2c" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", @@ -229,24 +224,24 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "Pinckneya Korahite encephalomeningitis nymphean menoxenia", + "short_description": "Assessment : ATF Assessor", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Cassandra.Henry.1157", - "sys_created_on": "2025-01-20 15:06:21", + "sys_created_by": "admin", + "sys_created_on": "2019-07-29 11:49:28", "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": "c75407dc53d312104d8731f0a0490eee", - "sys_mod_count": "2", + "sys_id": "552c48888c033300964f4932b03eb092", + "sys_mod_count": "0", "sys_tags": "", - "sys_updated_by": "Ryan.Evans.9376", - "sys_updated_on": "2025-01-23 01:08:15", - "task_effective_number": "INC0007001", + "sys_updated_by": "admin", + "sys_updated_on": "2019-07-29 11:49:28", + "task_effective_number": "INC0008112", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -262,7 +257,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -285,39 +279,42 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "impact", + "contact_type" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-09 14:37:05", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Hardware", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Bow Ruggeri", - "category": "Inquiry / Help", + "caller_id": "Jerrod Bennett", + "category": "Hardware", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by problem", - "close_notes": "embryotic coeducation concettism toa suppletorily", + "child_incidents": "", + "close_code": "No resolution provided", + "close_notes": "valleyful theb undecisive adephagan impressionistically", "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "cmdb_ci": "EXCH-SD-05", + "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", + "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\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": "", @@ -325,34 +322,37 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "outshrill cytolytic warrioress sleepify Babesia", + "description": "Can't connect to Exchange. Login credentials and network connection are working though.", "due_date": "", - "escalation": "Normal", + "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "1 - High", + "incident_state": "In Progress", "knowledge": "false", - "location": "", + "location": { + "display_value": "San Diego", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + }, "made_sla": "true", "notify": "Do Not Notify", - "number": "electly bimillionaire protagonism Nitzsc", - "opened_at": "2025-01-20 14:16:52", + "number": "INC0000050", + "opened_at": "2023-09-18 14:58:24", "opened_by": { - "display_value": "Rachael Nelson", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/709ab65053d312104d8731f0a0490e08" + "display_value": "", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "1 - Critical", "problem_id": "", "reassignment_count": "0", - "reopen_count": "0", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -361,29 +361,29 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "incredibleness sizzard landgafol sycee protarsus", - "sla_due": "UNKNOWN", - "state": "New", + "short_description": "Can't access Exchange server - is it down?", + "sla_due": "2025-05-20 22:58:24", + "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Rachael.Nelson.6751", - "sys_created_on": "2025-01-20 14:19:21", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-09-18 11:05:40", "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": "29aabed8539312104d8731f0a0490e65", - "sys_mod_count": "0", + "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", + "sys_mod_count": "5", "sys_tags": "", - "sys_updated_by": "Rachael.Nelson.6751", - "sys_updated_on": "2025-01-20 14:19:21", - "task_effective_number": "INC0010044", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:49:40", + "task_effective_number": "INC0000050", "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": "", @@ -394,7 +394,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -417,8 +416,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "assignment_group", + "urgency" ], "template_record": { "active": "false", @@ -427,32 +426,35 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Luke Wilson", - "assignment_group": "Service Desk", - "business_duration": "19 Days 19 Hours 56 Minutes", + "assigned_to": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + }, + "assignment_group": "Database", + "business_duration": "25 Days 13 Hours 49 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", - "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": "", - "close_code": "Workaround provided", - "close_notes": "aulostomid ecospecifically Slavonianize hilariously harmonistic", - "closed_at": "2024-09-08 17:33:33", + "close_code": "Resolved by request", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-17 16:12:02", "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", - "comments": "", - "comments_and_work_notes": "", + "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": "Phone", "contract": "", @@ -460,9 +462,9 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "samarskite willer blah normalization histrionically", + "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": "", @@ -471,16 +473,16 @@ "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": "fripperer ordeal phlegmaticness Beethove", - "opened_at": "2024-09-05 17:32:47", + "number": "INC0000012", + "opened_at": "2023-06-24 16:07:00", "opened_by": { - "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "origin_id": "", @@ -489,34 +491,34 @@ "parent_incident": "", "priority": "5 - Planning", "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 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "Polabish intimately unleft mussily beath", + "short_description": "Customer didn't receive eFax", "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": "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": "47138238a9fe1981016e3762d1fd26d4", - "sys_mod_count": "8", + "sys_id": "46c88ac1a9fe1981014de1c831fbcf6d", + "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 12:56:12", + "task_effective_number": "INC0000012", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -532,7 +534,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -555,71 +556,68 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "category", + "urgency" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2024-03-11 12:39:00", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", - "assignment_group": "", + "assignment_group": "Openspace", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Fred Luddy", - "category": "Inquiry / Help", + "caller_id": "David Miller", + "category": "Hardware", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by problem", - "close_notes": "obeliscar triangulopyramidal surgical metalloid Ladino", + "child_incidents": "1", + "close_code": "Solution provided", + "close_notes": "recondole chena gutless unless devoir", "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" - }, + "comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", + "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Encrinoidea restrainedness gadling reapply pertusion", + "description": "Employee payroll application server is down.Not able to login with valid credentials.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "kannume polystomium rote bombycine psych", - "opened_at": "2025-01-20 17:53:44", + "number": "INC0007001", + "opened_at": "2018-10-16 22:47:10", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/823c2b1453d712104d8731f0a0490e8e" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "1 - Critical", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -631,40 +629,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "Semiahmoo salmonella outwittal accommodative stackless", + "short_description": "Employee payroll application server is down.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.9817", - "sys_created_on": "2025-01-20 17:56:30", + "sys_created_by": "admin", + "sys_created_on": "2018-10-16 22:47:45", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "2e4c2f1453d712104d8731f0a0490e19", - "sys_mod_count": "0", + "sys_id": "f12ca184735123002728660c4cf6a7ef", + "sys_mod_count": "19", "sys_tags": "", - "sys_updated_by": "Erica.Ford.9817", - "sys_updated_on": "2025-01-20 17:56:30", - "task_effective_number": "INC0000024", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 10:39:00", + "task_effective_number": "INC0007001", "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 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -687,7 +684,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", + "number", "caller_id" ], "template_record": { @@ -697,39 +694,42 @@ "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Bud Richman", + "assigned_to": { + "display_value": "Charlie Whitherspoon", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46b87022a9fe198101a78787e40d7547" + }, "assignment_group": "Service Desk", - "business_duration": "20 Days 6 Hours 27 Minutes", + "business_duration": "21 Days 21 Hours 46 Minutes", "business_impact": "", "business_service": "", - "business_stc": "1,751,222", - "calendar_duration": "84 Days 21 Hours 27 Minutes", - "calendar_stc": "7,334,822", + "business_stc": "1,892,781", + "calendar_duration": "91 Days 20 Hours 46 Minutes", + "calendar_stc": "7,937,181", "caller_id": "Fred Luddy", - "category": "Inquiry / Help", + "category": "Network", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by problem", - "close_notes": "kefiric Wapokomo reknit pneumorrhagia darksome", - "closed_at": "2024-09-03 17:40:24", + "close_code": "Duplicate", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-10 16:10:06", "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": "", + "cmdb_ci": "MailServerUS", "comments": "", "comments_and_work_notes": "", "company": "", - "contact_type": "Self-service", + "contact_type": "Chat", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "scalenohedron elsehow humiliant Hydrurus hyperkinesia", + "description": "User can't access email on mail.company.com.", "due_date": "", - "escalation": "Moderate", + "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", @@ -737,14 +737,17 @@ "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", - "location": "", + "location": { + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" + }, "made_sla": "false", "notify": "Do Not Notify", - "number": "atonic dithery Atlantic alaternus tricli", - "opened_at": "2024-09-02 15:49:22", + "number": "INC0000001", + "opened_at": "2023-07-09 16:09:51", "opened_by": { - "display_value": "ITIL User", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" }, "order": "", "origin_id": "", @@ -752,35 +755,35 @@ "parent": "", "parent_incident": "", "priority": "1 - Critical", - "problem_id": "", + "problem_id": "PRB0000007", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 12:16:24", + "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "1 - High", - "short_description": "globulin autoprogressive rosarium myotony Elanus", + "short_description": "Can't read email", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "pat", - "sys_created_on": "2023-03-28 15:34:12", + "sys_created_on": "2022-02-07 10:24:13", "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": "9d3c1197c611228701cd1d94bc32d76d", - "sys_mod_count": "9", + "sys_id": "9c573169c611228700193229fff72400", + "sys_mod_count": "21", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:16:24", - "task_effective_number": "INC0000004", + "sys_updated_on": "2023-10-09 13:16:07", + "task_effective_number": "INC0000001", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -796,7 +799,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -819,74 +821,77 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "business_service", + "number" ], "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": "", + "assigned_to": { + "display_value": "Fred Luddy", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" + }, + "assignment_group": "Service Desk", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Fred Luddy", + "caller_id": "Joe Employee", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "No resolution provided", - "close_notes": "iceland biostatics outsentry lehrbachite microtomy", + "child_incidents": "", + "close_code": "Duplicate", + "close_notes": "blechnoid ligamentum defacement chromaticity wurtzite", "closed_at": "", "closed_by": "", "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "comments": "2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n", + "comments_and_work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "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": "chainon sparker baretta inwreathe adaptationally", + "description": "I need to organize my inbox in my email program. However I can't create a sub-folder. I didn't seen an option to create a new folder when right clicking.", "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": "", - "made_sla": "true", + "made_sla": "false", "notify": "Do Not Notify", - "number": "suety Galatae phenomenalist Seiyukai Str", - "opened_at": "2025-01-20 17:53:44", + "number": "INC0000017", + "opened_at": "2015-08-12 16:41:00", "opened_by": { - "display_value": "Erica Ford", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/823c2b1453d712104d8731f0a0490e8e" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "1 - Critical", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "reassignment_count": "2", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -895,40 +900,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "elater towser Platyrrhini wedgeable stipuliform", - "sla_due": "UNKNOWN", - "state": "New", + "short_description": "How do I create a sub-folder", + "sla_due": "2015-09-01 17:00:00", + "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Erica.Ford.9817", - "sys_created_on": "2025-01-20 17:56:30", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2015-08-25 16:41:54", "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": "2e4c2f1453d712104d8731f0a0490e19", - "sys_mod_count": "0", + "sys_id": "46e482d9a9fe198101d3e3f3e2a14459", + "sys_mod_count": "36", "sys_tags": "", - "sys_updated_by": "Erica.Ford.9817", - "sys_updated_on": "2025-01-20 17:56:30", - "task_effective_number": "INC0000024", + "sys_updated_by": "admin", + "sys_updated_on": "2015-11-24 07:47:36", + "task_effective_number": "INC0000017", "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": "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_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -951,108 +955,111 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "impact", + "business_service" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", + "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Don Goodliffe", + "assigned_to": { + "display_value": "Charlie Whitherspoon", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46b87022a9fe198101a78787e40d7547" + }, "assignment_group": "Service Desk", - "business_duration": "23 Days 12 Hours 58 Minutes", + "business_duration": "21 Days 21 Hours 46 Minutes", "business_impact": "", "business_service": "", - "business_stc": "2,033,892", - "calendar_duration": "98 Days 19 Hours 58 Minutes", - "calendar_stc": "8,539,092", - "caller_id": "Rick Berzle", - "category": "Inquiry / Help", + "business_stc": "1,892,781", + "calendar_duration": "91 Days 20 Hours 46 Minutes", + "calendar_stc": "7,937,181", + "caller_id": "Fred Luddy", + "category": "Network", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Resolved by change", - "close_notes": "headroom amphicrania lightness sakeen gers", - "closed_at": "2024-08-24 16:58:58", + "close_code": "Workaround provided", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-10 16:10:06", "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": "", + "cmdb_ci": "MailServerUS", "comments": "", "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Phone", + "company": "", + "contact_type": "Self-service", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "caphar Feringi cistaceous unpared geodetician", + "description": "User can't access email on mail.company.com.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "1 - High", "incident_state": "Closed", "knowledge": "false", - "location": "", + "location": { + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" + }, "made_sla": "false", "notify": "Do Not Notify", - "number": "Stonehenge Bdelloura turbescency obsigna", - "opened_at": "2024-08-19 16:58:00", + "number": "INC0000001", + "opened_at": "2023-07-09 16:09:51", "opened_by": { - "display_value": "Rick Berzle", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" + "display_value": "Joe Employee", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", - "problem_id": "", - "reassignment_count": "2", + "priority": "1 - Critical", + "problem_id": "PRB0000007", + "reassignment_count": "1", "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": "3 - Low", - "short_description": "unreluctant venomosalivary phoneidoscopic outfable hylist", + "severity": "1 - High", + "short_description": "Can't read email", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "don.goodliffe", - "sys_created_on": "2024-09-08 16:58:44", + "sys_created_by": "pat", + "sys_created_on": "2022-02-07 10:24:13", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46f3ee0ea9fe198100c5c0e53d5abe0b", - "sys_mod_count": "6", + "sys_id": "9c573169c611228700193229fff72400", + "sys_mod_count": "21", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 12:15:31", - "task_effective_number": "INC0000028", + "sys_updated_on": "2023-10-09 13:16:07", + "task_effective_number": "INC0000001", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -1063,7 +1070,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1086,8 +1092,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "caller_id", + "short_description" ], "template_record": { "active": "true", @@ -1104,50 +1110,50 @@ "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Bertie Luby", + "caller_id": "David Miller", "category": "Inquiry / Help", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Solution provided", - "close_notes": "specksioneer Hymenolepis subdividing suffection bistort", + "child_incidents": "1", + "close_code": "Workaround provided", + "close_notes": "beshake takyr unshamably saeculum cigala", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", - "comments_and_work_notes": "", + "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "company": "", - "contact_type": "Self-service", + "contact_type": "Email", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unaffrighted enseat chalcosiderite gomphodont Chenopodiaceae", + "description": "I am not able to edit a wiki page.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", + "impact": "2 - Medium", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "virgate finfish epitheton bumble philoco", - "opened_at": "2016-08-10 09:14:59", + "number": "INC0009001", + "opened_at": "2018-09-11 20:56:26", "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": "5 - Planning", + "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", @@ -1159,40 +1165,39 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "cytotoxin chokebore upperch unmensurable eggplant", + "short_description": "Unable to post content on a Wiki page", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", - "sys_created_on": "2016-08-10 09:14:59", + "sys_created_on": "2018-09-11 20:57:01", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "78271e1347c12200e0ef563dbb9a7109", - "sys_mod_count": "0", + "sys_id": "a623cdb073a023002728660c4cf6a768", + "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2016-08-10 09:14:59", - "task_effective_number": "INC0000057", + "sys_updated_on": "2018-12-12 23:32:42", + "task_effective_number": "INC0009001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "", + "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1215,64 +1220,73 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "close_code", + "knowledge" ], "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": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, + "assignment_group": "Database", + "business_duration": "21 Days 14 Hours 3 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Bud Richman", - "category": "Inquiry / Help", + "business_stc": "1,864,990", + "calendar_duration": "90 Days 21 Hours 3 Minutes", + "calendar_stc": "7,851,790", + "caller_id": "Fred Luddy", + "category": "Database", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by caller", - "close_notes": "Trinovantes coimplicate outwallop vesiculus archivist", - "closed_at": "", - "closed_by": "", + "child_incidents": "", + "close_code": "Resolved by problem", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-15 15:54:55", + "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": "Email", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "aptyalism professionalize Zipa locative hypsilophodontoid", + "description": "Currently running 10GR1 and need to upgrade to 10GR2.", "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": "", - "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": "crapulously lordolatry alipterion ultima", - "opened_at": "2025-01-20 14:16:54", + "number": "INC0000010", + "opened_at": "2023-07-10 15:53:02", "opened_by": { - "display_value": "Rachael Nelson", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/749a7e1053d312104d8731f0a0490e0f" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "origin_id": "", @@ -1281,39 +1295,39 @@ "parent_incident": "", "priority": "4 - Low", "problem_id": "", - "reassignment_count": "0", - "reopen_count": "0", + "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": "dustwoman anastaltic irresponsibly vasoformative integrally", + "short_description": "Need Oracle 10GR2 installed", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Rachael.Nelson.5171", - "sys_created_on": "2025-01-20 14:24:09", + "sys_created_by": "don.goodliffe", + "sys_created_on": "2023-07-22 15:54:41", "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": "8aaa7e1053d312104d8731f0a0490eff", - "sys_mod_count": "0", + "sys_id": "46b9490da9fe1981003c938dab89bda3", + "sys_mod_count": "8", "sys_tags": "", - "sys_updated_by": "Rachael.Nelson.5171", - "sys_updated_on": "2025-01-20 14:24:09", - "task_effective_number": "INC0000040", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:16:35", + "task_effective_number": "INC0000010", "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": "", @@ -1324,7 +1338,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1347,111 +1360,114 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "resolved_by", + "rfc" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", + "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Luke Wilson", - "assignment_group": "Service Desk", - "business_duration": "19 Days 19 Hours 56 Minutes", + "assigned_to": { + "display_value": "Howard Johnson", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf" + }, + "assignment_group": "Software", + "business_duration": "21 Days 21 Hours 48 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", - "category": "Inquiry / Help", + "business_stc": "1,892,887", + "calendar_duration": "91 Days 20 Hours 48 Minutes", + "calendar_stc": "7,937,287", + "caller_id": "Joe Employee", + "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Solution provided", - "close_notes": "incubi shiningly Saran withoutwards docosane", - "closed_at": "2024-09-08 17:33:33", + "close_code": "User error", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-22 17:36:40", "closed_by": { - "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, - "cmdb_ci": "CALLXPR1", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "contact_type": "Phone", + "contact_type": "Chat", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "macruroid interinsular telergical unformidable weightometer", + "description": "When I try to print VISIO, my whole computer just freezes and stops working.", "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": "400 Pryor Street Southwest, Atlanta,GA", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1081761cc611227501d063fd3475a2de" }, "made_sla": "false", "notify": "Do Not Notify", - "number": "hushcloth egueiite Dodonaea combinablene", - "opened_at": "2024-09-05 17:32:47", + "number": "INC0000006", + "opened_at": "2023-07-09 16:08:05", "opened_by": { - "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "display_value": "Guest", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5136503cc611227c0183e96598c4f706" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", - "problem_id": "", + "priority": "1 - Critical", + "problem_id": "PRB0000008", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", - "resolved_at": "2024-11-26 11:56:13", + "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", - "severity": "3 - Low", - "short_description": "chylosis misprofessor noduled coprophiliac Cocama", + "severity": "1 - High", + "short_description": "Hangs when trying to print VISIO document", "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": "employee", + "sys_created_on": "2022-02-04 12:42:01", "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": "47138238a9fe1981016e3762d1fd26d4", - "sys_mod_count": "8", + "sys_id": "8d6246c7c0a80164012fb063cecd4ace", + "sys_mod_count": "14", "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 13:15:59", + "task_effective_number": "INC0000006", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -1462,7 +1478,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1485,116 +1500,118 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", + "close_notes", "caller_id" ], "template_record": { "active": "true", - "activity_due": "UNKNOWN", + "activity_due": "2023-10-02 18:08:31", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "", - "assignment_group": "Hardware", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "Service Desk", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Joe Employee", - "category": "Inquiry / Help", + "caller_id": "Carol Coughlin", + "category": "Network", "cause": "", "caused_by": "", - "child_incidents": "0", + "child_incidents": "", "close_code": "User error", - "close_notes": "preclassified Siluridae musculospiral unimpartable disobey", + "close_notes": "duke cosavior trustless overslander pygopod", "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "cmdb_ci": "SAP Sales and Distribution", + "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n", + "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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": "Chat", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "electroviscous Assyriologist hypergoddess intramorainic granulous", + "description": "Unable to get into the SAP Sales app. It was working yesterday.", "due_date": "", - "escalation": "Normal", + "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "1 - High", + "incident_state": "In Progress", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "retold subalternately dovelet unfastidio", - "opened_at": "2025-01-20 17:04:46", + "number": "INC0000055", + "opened_at": "2023-09-18 21:47:23", "opened_by": { - "display_value": "Brian Green", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/c2f02b54539712104d8731f0a0490e0f" + "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": "", - "resolved_by": "System Administrator", + "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "chiropractor unbigoted uxoriality misprincipled calcioferrite", - "sla_due": "UNKNOWN", - "state": "New", + "short_description": "SAP Sales app is not accessible", + "sla_due": "2023-09-18 05:47:23", + "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": "itil", + "sys_created_on": "2023-09-18 21:49:39", "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": "d71f7935c0a8016700802b64c67c11c6", + "sys_mod_count": "10", "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": "2023-10-02 16:08:31", + "task_effective_number": "INC0000055", "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": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1617,39 +1634,42 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "close_notes", + "category" ], "template_record": { "active": "true", - "activity_due": "2024-11-26 13:37:49", + "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "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": "", - "business_duration": "2 Hours 32 Minutes", + "business_duration": "", "business_impact": "", "business_service": "", - "business_stc": "9,173", - "calendar_duration": "1 Day 1 Minute", - "calendar_stc": "86,495", - "caller_id": "Taylor Vreeland", - "category": "Network", + "business_stc": "", + "calendar_duration": "", + "calendar_stc": "", + "caller_id": "Bud Richman", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", - "close_code": "Duplicate", - "close_notes": "hydracrylate Mormondom fertility tufty lillianite", - "closed_at": "2024-08-14 16:44:21", + "close_code": "No resolution provided", + "close_notes": "subobscure phosphorism metaboric wanle taletelling", + "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "2024-08-28 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n", - "comments_and_work_notes": "2024-08-28 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n", + "cmdb_ci": "WEBSERVER", + "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", + "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", "company": { "display_value": "ACME North America", - "link": "https://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": "", @@ -1657,34 +1677,34 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "compositely unbrightened baka crosier organolithium", + "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", - "hold_reason": "", - "impact": "1 - High", - "incident_state": "In Progress", + "hold_reason": "Awaiting Caller", + "impact": "2 - Medium", + "incident_state": "On Hold", "knowledge": "false", "location": { - "display_value": "400 Pryor Street Southwest, Atlanta,GA", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/1081761cc611227501d063fd3475a2de" + "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": "hackberry tarman oikoplast lunt satura", - "opened_at": "2024-08-13 16:42:46", + "number": "INC0000040", + "opened_at": "2023-07-11 17:42:45", "opened_by": { "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "1 - Critical", + "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "1", "reopen_count": "", @@ -1696,29 +1716,29 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "alveolectomy unhabitable territorially hyperothodoxy unpropriety", - "sla_due": "2024-08-14 00:42:46", - "state": "In Progress", + "short_description": "JavaScript error on hiring page of corporate website", + "sla_due": "UNKNOWN", + "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", - "sys_created_on": "2024-08-28 16:42:56", + "sys_created_on": "2023-07-11 17:43:54", "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": "46e57642a9fe1981000b96a5dca501ff", - "sys_mod_count": "8", + "sys_id": "471d4732a9fe198100affbf655e59172", + "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:37:49", - "task_effective_number": "INC0000018", + "sys_updated_on": "2023-10-09 12:46:30", + "task_effective_number": "INC0000040", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "1 - High", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", @@ -1729,7 +1749,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1752,8 +1771,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "contact_type", + "service_offering" ], "template_record": { "active": "true", @@ -1763,63 +1782,66 @@ "approval_history": "", "approval_set": "", "assigned_to": "", - "assignment_group": "", + "assignment_group": "Network", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Fred Luddy", - "category": "Inquiry / Help", + "caller_id": "Bud Richman", + "category": "Network", "cause": "", "caused_by": "", - "child_incidents": "0", - "close_code": "Resolved by caller", - "close_notes": "Triuridaceae uniflowered ventriloquize hypotonus overply", + "child_incidents": "", + "close_code": "Known error", + "close_notes": "favored ana retroposed kinnikinnick rock", "closed_at": "", "closed_by": "", - "cmdb_ci": "", - "comments": "", - "comments_and_work_notes": "", + "cmdb_ci": "MailServerUS", + "comments": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", + "comments_and_work_notes": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n", "company": { "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, - "contact_type": "Self-service", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "porphyrogeniture soundlessly ambidexterity unspontaneously pillaring", + "description": "Unable to access Oregon mail server. Is it down?", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "1 - High", + "impact": "3 - Low", "incident_state": "New", "knowledge": "false", - "location": "", - "made_sla": "true", + "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": "biosociological Oskar pressureproof redu", - "opened_at": "2025-01-20 13:57:45", + "number": "INC0000039", + "opened_at": "2023-07-11 17:41:01", "opened_by": { - "display_value": "Matthew Lewis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/f9267a58539312104d8731f0a0490eca" + "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": "3 - Moderate", - "problem_id": "PRB0000007", - "reassignment_count": "0", - "reopen_count": "0", + "priority": "5 - Planning", + "problem_id": "", + "reassignment_count": "", + "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", @@ -1828,28 +1850,28 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "propulsion meroblastically redemptor counterfire zoocystic", - "sla_due": "UNKNOWN", + "short_description": "Trouble getting to Oregon mail server", + "sla_due": "2023-08-01 17:41:01", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Matthew.Lewis.6635", - "sys_created_on": "2025-01-20 14:11:25", + "sys_created_by": "admin", + "sys_created_on": "2023-07-11 17:42:29", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "25467218539312104d8731f0a0490e02", - "sys_mod_count": "0", + "sys_id": "471bfbc7a9fe198101e77a3e10e5d47f", + "sys_mod_count": "3", "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 12:39:15", + "task_effective_number": "INC0000039", "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": "", @@ -1861,7 +1883,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -1884,11 +1905,11 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "assignment_group", + "problem_id" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", @@ -1896,93 +1917,93 @@ "approval_set": "", "assigned_to": "", "assignment_group": "", - "business_duration": "", + "business_duration": "0 Seconds", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Christen Mitchell", - "category": "Software", + "business_stc": "0", + "calendar_duration": "31 Minutes", + "calendar_stc": "1,905", + "caller_id": "David Miller", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", - "close_code": "Known error", - "close_notes": "Dyotheletical oversave oxyophitic protoplast Timalia", - "closed_at": "", - "closed_by": "", + "close_code": "Resolved by request", + "close_notes": "Reinstalled the app", + "closed_at": "2018-08-30 02:49:17", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, - "contact_type": "Chat", + "company": "", + "contact_type": "Virtual Agent", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Melanodendron netted probonding reprivatize chaulmoograte", + "description": "Having an issue with users trying to access the company portal app", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "2 - Medium", + "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "refracted acylate opsimath phrenosinic h", - "opened_at": "2025-01-20 12:42:01", + "number": "INC0009003", + "opened_at": "2018-08-30 02:17:32", "opened_by": { - "display_value": "Courtney Ward", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/00e46210535312104d8731f0a0490eaf" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "5 - Planning", + "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", - "resolved_at": "", - "resolved_by": "", + "resolved_at": "2018-08-30 02:49:17", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "thwartingly behavioral Minerva homozygote safranophile", + "short_description": "Cannot sign into the company portal app", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Courtney.Ward.4642", - "sys_created_on": "2025-01-20 12:47:10", + "sys_created_by": "admin", + "sys_created_on": "2018-08-30 02:18:00", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "20f42e90535312104d8731f0a0490e10", - "sys_mod_count": "0", + "sys_id": "9fffc328731823002728660c4cf6a742", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Courtney.Ward.4642", - "sys_updated_on": "2025-01-20 12:47:10", - "task_effective_number": "INC0000054", + "sys_updated_by": "admin", + "sys_updated_on": "2018-12-12 23:39:53", + "task_effective_number": "INC0009003", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", @@ -1993,7 +2014,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2016,105 +2036,114 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "service_offering", + "parent_incident" ], "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": "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": "Rick Berzle", - "category": "Hardware", + "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": "0", + "child_incidents": "", "close_code": "Known error", - "close_notes": "fluorescent timbermonger macrandrous burgherage polymerization", - "closed_at": "", - "closed_by": "", + "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": "Chat", + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "biethnic wrothly churchism Tacana upsurge", + "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": "", - "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": "plesiomorphism Teian reticule skatoxyl u", - "opened_at": "2025-01-20 15:27:08", + "number": "INC0000011", + "opened_at": "2023-07-17 16:01:12", "opened_by": { - "display_value": "Kelli Lawrence", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/59aa0fd4531712104d8731f0a0490ed5" + "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": "0", - "reopen_count": "0", + "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": "unsquinting patristical capped prenatal paronomastical", + "short_description": "Need new Blackberry set up", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Kelli.Lawrence.7832", - "sys_created_on": "2025-01-20 15:29:27", + "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": "07ba4718531712104d8731f0a0490e82", - "sys_mod_count": "0", + "sys_id": "46c03489a9fe19810148cd5b8cbf501e", + "sys_mod_count": "7", "sys_tags": "", - "sys_updated_by": "Kelli.Lawrence.7832", - "sys_updated_on": "2025-01-20 15:29:27", - "task_effective_number": "INC0010084", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 12:56:31", + "task_effective_number": "INC0000011", "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": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", @@ -2125,7 +2154,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2148,111 +2176,111 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", + "assignment_group", "caller_id" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "ITIL User", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, "assignment_group": "", - "business_duration": "14 Days 1 Minute", + "business_duration": "20 Days 5 Hours 4 Minutes", "business_impact": "", "business_service": "", - "business_stc": "1,209,684", - "calendar_duration": "18 Days 1 Minute", - "calendar_stc": "1,555,284", - "caller_id": "Don Goodliffe", - "category": "Hardware", + "business_stc": "1,746,251", + "calendar_duration": "84 Days 20 Hours 4 Minutes", + "calendar_stc": "7,329,851", + "caller_id": "Fred Luddy", + "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "User error", - "close_notes": "anotropia heelless cleverish Japhetite tunbellied", - "closed_at": "2024-08-23 16:55:10", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-21 16:52:17", "closed_by": { "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, - "cmdb_ci": "IBM-T42-DLG", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" - }, + "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "circumambulatory retrotransference botch baptism polycystic", + "description": "We have a new hire starting on Monday. She will need to be set up with a desk, laptop, phone, email account, and systems access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "1 - High", - "incident_state": "In Progress", + "impact": "3 - Low", + "incident_state": "Closed", "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": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" }, "made_sla": "false", "notify": "Do Not Notify", - "number": "nob leprosery bathygraphic inadherent th", - "opened_at": "2024-08-05 16:53:46", + "number": "INC0000021", + "opened_at": "2023-07-16 16:52:01", "opened_by": { "display_value": "David Loo", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", - "priority": "1 - Critical", + "priority": "5 - Planning", "problem_id": "", - "reassignment_count": "", + "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": "pinking nereidiform irreflectiveness pustuled sock", + "short_description": "New employee hire", "sla_due": "UNKNOWN", - "state": "In Progress", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", - "sys_created_on": "2024-08-28 16:55:07", + "sys_created_on": "2023-07-22 16:52:18", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46f09e75a9fe198100f4ffd8d366d17b", - "sys_mod_count": "6", + "sys_id": "46ee0924a9fe198100f1cf78c198454a", + "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:44:35", - "task_effective_number": "INC0000025", + "sys_updated_on": "2023-10-09 12:56:12", + "task_effective_number": "INC0000021", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "1 - High", + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -2263,7 +2291,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2286,102 +2313,114 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "cmdb_ci", + "caused_by" ], "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": "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": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "David Miller", + "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": "0", + "child_incidents": "", "close_code": "Resolved by request", - "close_notes": "undarken myocardiac jut hylozoic sulphophosphate", - "closed_at": "", - "closed_by": "", + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-06-25 17:24:08", + "closed_by": { + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", - "company": "", - "contact_type": "Walk-in", + "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": "bristletail multeity tarkhan lowlily anhysteretic", + "description": "2tb file server has less than 400gb free.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "3 - Low", - "incident_state": "New", + "impact": "1 - High", + "incident_state": "Closed", "knowledge": "false", - "location": "", - "made_sla": "true", + "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": "Carl muraenoid Cryptobranchia Axonopus M", - "opened_at": "2025-01-20 17:00:22", + "number": "INC0000033", + "opened_at": "2023-06-25 15:22:52", "opened_by": { - "display_value": "Stephen Curtis", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/8fff1b14539712104d8731f0a0490e37" + "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": "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": "2023-10-09 12:56:13", + "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "lactocitrate predepression undefeatedness kellupweed revisitation", + "short_description": "File Server is 80% full - Needs upgrade", "sla_due": "UNKNOWN", - "state": "New", + "state": "Closed", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Stephen.Curtis.6074", - "sys_created_on": "2025-01-20 17:10:09", + "sys_created_by": "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": "3410ebd0539712104d8731f0a0490e0f", - "sys_mod_count": "0", + "sys_id": "470af5afa9fe198101b324dd773ef379", + "sys_mod_count": "6", "sys_tags": "", - "sys_updated_by": "Stephen.Curtis.6074", - "sys_updated_on": "2025-01-20 17:10:09", - "task_effective_number": "INC0009003", + "sys_updated_by": "admin", + "sys_updated_on": "2023-10-09 13:15:24", + "task_effective_number": "INC0000033", "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": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -2392,7 +2431,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2415,119 +2453,121 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "caller_id" + "resolved_by", + "category" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Beth Anglin", - "assignment_group": "Software", - "business_duration": "", + "assigned_to": { + "display_value": "Beth Anglin", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" + }, + "assignment_group": "", + "business_duration": "20 Days 5 Hours 4 Minutes", "business_impact": "", "business_service": "", - "business_stc": "", - "calendar_duration": "", - "calendar_stc": "", - "caller_id": "Joe Employee", + "business_stc": "1,746,251", + "calendar_duration": "84 Days 20 Hours 4 Minutes", + "calendar_stc": "7,329,851", + "caller_id": "Fred Luddy", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "User error", - "close_notes": "benzothiopyran unfledge coloss syllogistic unnation", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "*JEMPLOYEE-IBM", - "comments": "2024-11-05 13:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2024-11-05 13:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2024-11-05 12:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", - "comments_and_work_notes": "2024-11-05 13:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2024-11-05 13:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2024-11-05 13:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2024-11-05 12:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", - "company": { - "display_value": "ACME North America", - "link": "https://dev224577.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" + "close_notes": "Closed before close notes were made mandatory", + "closed_at": "2023-07-21 16:52:17", + "closed_by": { + "display_value": "David Loo", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, + "cmdb_ci": "", + "comments": "", + "comments_and_work_notes": "", + "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unbountiful jocularity Xanthorrhiza Lestrigon brachioganoid", + "description": "We have a new hire starting on Monday. She will need to be set up with a desk, laptop, phone, email account, and systems access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", - "impact": "2 - Medium", - "incident_state": "In Progress", + "impact": "3 - Low", + "incident_state": "Closed", "knowledge": "false", "location": { - "display_value": "San Diego", - "link": "https://dev224577.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" + "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", + "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" }, "made_sla": "false", "notify": "Do Not Notify", - "number": "unrepresentation cyclist millionaire phe", - "opened_at": "2024-11-05 12:53:18", + "number": "INC0000021", + "opened_at": "2023-07-16 16:52:01", "opened_by": { - "display_value": "Joe Employee", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" + "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": "3 - Moderate", + "priority": "5 - Planning", "problem_id": "", - "reassignment_count": "2", + "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": "unspanned dewtry warth unsnipped unsuggestive", - "sla_due": "2024-11-26 12:53:18", - "state": "In Progress", - "subcategory": "Email", + "short_description": "New employee hire", + "sla_due": "UNKNOWN", + "state": "Closed", + "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "employee", - "sys_created_on": "2024-11-05 12:53:47", + "sys_created_by": "david.loo", + "sys_created_on": "2023-07-22 16:52:18", "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": "a9a16740c61122760004fe9095b7ddca", - "sys_mod_count": "6", + "sys_id": "46ee0924a9fe198100f1cf78c198454a", + "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-11-26 11:51:52", - "task_effective_number": "INC0000047", + "sys_updated_on": "2023-10-09 12:56:12", + "task_effective_number": "INC0000021", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, - "urgency": "2 - Medium", + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", - "work_notes": "2024-11-05 13:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n", + "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", @@ -2551,7 +2591,7 @@ }, "task_fields": [ "short_description", - "caller_id" + "close_code" ], "template_record": { "active": "true", @@ -2568,29 +2608,26 @@ "business_stc": "", "calendar_duration": "", "calendar_stc": "", - "caller_id": "Bertie Luby", + "caller_id": "survey user", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", - "close_code": "Resolved by caller", - "close_notes": "cyprinoidean metratonia fucous Johnsonianism tarlatan", + "close_code": "Solution provided", + "close_notes": "unhandy unpaled syntasis indictive foolishly", "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": "Email", + "company": "", + "contact_type": "Walk-in", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Scopularia terranean gulae madrague Whisson", + "description": "autolysin conductive foreknowledge plodding naig", "due_date": "", "escalation": "Normal", "expected_start": "", @@ -2603,11 +2640,11 @@ "location": "", "made_sla": "true", "notify": "Do Not Notify", - "number": "Carlovingian polygyria Tanchelmian Germa", - "opened_at": "2025-01-20 15:27:03", + "number": "INC0008001", + "opened_at": "2021-01-15 13:04:14", "opened_by": { - "display_value": "Kelli Lawrence", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/99aa0bd4531712104d8731f0a0490e21" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", @@ -2626,24 +2663,24 @@ "route_reason": "", "service_offering": "", "severity": "3 - Low", - "short_description": "intermediatory oghamic seascapist strawless plainsman", + "short_description": "ATF:TEST2", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", - "sys_created_by": "Kelli.Lawrence.2903", - "sys_created_on": "2025-01-20 15:42:42", + "sys_created_by": "admin", + "sys_created_on": "2021-01-15 13:04:34", "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": "31ba8b18531712104d8731f0a0490ebc", - "sys_mod_count": "0", + "sys_id": "0c5f3cece1b12010f877971dea0b1449", + "sys_mod_count": "2", "sys_tags": "", - "sys_updated_by": "Kelli.Lawrence.2903", - "sys_updated_on": "2025-01-20 15:42:42", - "task_effective_number": "INC0000057", + "sys_updated_by": "admin", + "sys_updated_on": "2021-01-21 15:31:42", + "task_effective_number": "INC0008001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task",