diff --git "a/Level-2/create_problem_task.json" "b/Level-2/create_problem_task.json" --- "a/Level-2/create_problem_task.json" +++ "b/Level-2/create_problem_task.json" @@ -1,7 +1,6 @@ [ { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -13,34 +12,37 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", + "category", "service_offering" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "Problem Solving", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Software", + "calendar_duration": "16801 Days 1 Minute", + "category": "Database", "cause_notes": null, "close_notes": "", - "closed_at": "", + "closed_at": "2023-07-24 23:08:09", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "lawson_db", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-01-07 15:48:36", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": "Phone", "contract": "", @@ -48,15 +50,12 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "ammonia escobilla nomarthral phthisipneumony Guacico", + "description": "Lawson DB seems to be running slowly. Tried several things and need to find the root cause", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000006", - "link": "https://dev224577.service-now.com/api/now/table/task/8d6246c7c0a80164012fb063cecd4ace" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -68,20 +67,20 @@ "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "major_problem": "false", - "number": "PRB0000008", - "opened_at": "2024-01-04 16:06:28", + "number": "PRB0000032", + "opened_at": "2023-07-24 23:06:17", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Assess", - "reassignment_count": "", - "related_incidents": "1", + "problem_state": "Root Cause Analysis", + "reassignment_count": "1", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -92,28 +91,28 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "fountful unforgetful importunance postflexion cardiomyoliposis", + "short_description": "Lawson DB seems to be running slowly", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": null, + "state": "Root Cause Analysis", + "subcategory": "Oracle", "sys_class_name": "Problem", - "sys_created_by": "david.loo", - "sys_created_on": "2024-01-04 16:06:28", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 23:07:53", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46fb0230a9fe198101a23f6712475e11", - "sys_mod_count": "6", + "sys_id": "05147c3ec0a8016600da5b1a92269b3d", + "sys_mod_count": "2", "sys_tags": "", - "sys_updated_by": "Sarah.Cook.3360", - "sys_updated_on": "2025-01-23 06:57:27", - "task_effective_number": "PRB0000008", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 23:45:53", + "task_effective_number": "PRB0000032", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -129,7 +128,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -141,8 +139,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "cmdb_ci" + "cmdb_ci", + "service_offering" ], "template_record": { "active": "true", @@ -151,59 +149,71 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Network", - "cause_notes": null, + "category": "Software", + "cause_notes": "\n\t\t\t

Corporate desktop apps do not support SP2

", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "WIRELESS", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", - "contact_type": null, + "confirmed_at": "2022-11-17 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "mesophytic jubilarian hysteropexy aridness stra", + "description": "SP2 is causing several applications not to work anymore.", "due_date": "", "duplicate_of": "", - "escalation": "Normal", + "escalation": "Moderate", "expected_start": "", - "first_reported_by_task": "", - "fix_at": "", - "fix_by": "", + "first_reported_by_task": { + "display_value": "INC0000019", + "link": "https://dev215901.service-now.com/api/now/table/task/46e8219ba9fe1981013806b6e04fed06" + }, + "fix_at": "2024-03-11 09:02:28", + "fix_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "\n\t\t\t

Remove Windows XP SP2

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0001002", - "opened_at": "2018-10-04 19:57:26", + "number": "PRB0000001", + "opened_at": "2022-11-16 15:48:36", "opened_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Assess", - "reassignment_count": "0", - "related_incidents": "0", + "problem_state": "Fix in Progress", + "reassignment_count": "", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -211,31 +221,34 @@ "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": "", + "rfc": { + "display_value": "CHG0000003", + "link": "https://dev215901.service-now.com/api/now/table/change_request/46e9b4afa9fe198101026e122b85f442" + }, "route_reason": "", "service_offering": "", - "short_description": "pneumomassage chondromyoma bunker exothermic multifamilial", + "short_description": "Windows XP SP2 causing errors in Enterprise", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": "Wireless", + "state": "Fix in Progress", + "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2018-10-04 19:57:39", + "sys_created_on": "2022-11-16 15:48:36", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "6632130c730123002728660c4cf6a734", - "sys_mod_count": "2", + "sys_id": "46eaa7c9a9fe198100bbe282da0d4b7d", + "sys_mod_count": "23", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:15:46", - "task_effective_number": "PRB0001002", + "sys_updated_on": "2024-03-11 12:06:02", + "task_effective_number": "PRB0000001", "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": "", @@ -251,7 +264,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -263,42 +275,45 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "cmdb_ci" + "assignment_group", + "urgency" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": null, + "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "", - "business_duration": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "Problem Solving", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Hardware", + "calendar_duration": "16801 Days 1 Minute", + "category": "Database", "cause_notes": null, "close_notes": "", - "closed_at": "", + "closed_at": "2023-07-24 23:08:09", "closed_by": "", - "cmdb_ci": "FileServerFloor2", + "cmdb_ci": "lawson_db", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2023-01-07 15:48:36", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "shrubbery wab demiquaver unembarrassment Judaistically", + "description": "Lawson DB seems to be running slowly. Tried several things and need to find the root cause", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -315,19 +330,19 @@ "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "false", + "made_sla": "true", "major_problem": "false", - "number": "PRB0000002", - "opened_at": "2022-07-23 15:35:29", + "number": "PRB0000032", + "opened_at": "2023-07-24 23:06:17", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Assess", - "reassignment_count": "", + "problem_state": "Root Cause Analysis", + "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", @@ -339,28 +354,28 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "anoplotheroid pelick anisil heterozygosis Elean", + "short_description": "Lawson DB seems to be running slowly", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": null, + "state": "Root Cause Analysis", + "subcategory": "Oracle", "sys_class_name": "Problem", - "sys_created_by": "pat", - "sys_created_on": "2022-07-23 15:35:29", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 23:07:53", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "9d3d3b85c61122870138f3d1472bba01", - "sys_mod_count": "8", + "sys_id": "05147c3ec0a8016600da5b1a92269b3d", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 22:49:54", - "task_effective_number": "PRB0000002", + "sys_updated_on": "2023-07-27 23:45:53", + "task_effective_number": "PRB0000032", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -376,7 +391,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -388,42 +402,45 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "urgency" + "business_service", + "short_description" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", - "business_duration": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Hardware", - "cause_notes": null, - "close_notes": "", - "closed_at": "", + "calendar_duration": "16801 Days 2 Minutes", + "category": "Network", + "cause_notes": "

Switch to IPv6 caused IP issues

", + "close_notes": "updated firmware", + "closed_at": "2023-07-24 21:52:04", "closed_by": "", - "cmdb_ci": "Dell Wireless WLAN Utility", + "cmdb_ci": "ny8500-nbxs08", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:04:43", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "decadarchy goldenseal overlactation gean ticklebrain", + "description": "Switch occasionally drops connections", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -433,55 +450,55 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "

updated firmware

", "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "number": "PRB0000050", + "opened_at": "2023-07-24 21:49:47", "opened_by": { "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "4 - Low", - "problem_state": "Assess", - "reassignment_count": "1", + "priority": "5 - Planning", + "problem_state": "Resolved", + "reassignment_count": "", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "forestish thuggish sciatic gested bargainee", + "short_description": "Switch occasionally drops connections", "sla_due": "UNKNOWN", - "state": "Assess", + "state": "Resolved", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 21:51:19", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "e9b0e55567b032004792adab9485ef6c", - "sys_mod_count": "3", + "sys_id": "04ce72c9c0a8016600b5b7f75ac67b5b", + "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", - "task_effective_number": "PRB0000012", + "sys_updated_on": "2023-07-28 02:38:34", + "task_effective_number": "PRB0000050", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -501,7 +518,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -513,7 +529,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", + "business_service", "category" ], "template_record": { @@ -523,65 +539,65 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Manager", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, + "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Software", - "cause_notes": null, + "category": "Hardware", + "cause_notes": "

Server does not meet minimum specs to run the meeting server

", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "SAP Enterprise Services", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-17 16:48:36", + "confirmed_at": "2023-08-01 00:01:22", "confirmed_by": { "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "hederiform melliferous myalgia typhogenic globulin", + "description": "enterocleisis phthisiogenetic prat davenport simonist", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000051", - "link": "https://dev224577.service-now.com/api/now/table/task/d7158da0c0a8016700eef46c8d1f3661" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "\n\t\t\t

Upgrade CPU and RAM to meet minimum specs

", "follow_up": "", "group_list": "", - "impact": "1 - High", + "impact": "2 - Medium", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000011", - "opened_at": "2024-09-10 21:58:15", + "number": "PRB0000106", + "opened_at": "2023-07-31 23:59:48", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "1 - Critical", + "priority": "2 - High", "problem_state": "Root Cause Analysis", - "reassignment_count": "", - "related_incidents": "8", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -592,24 +608,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "mien perosmate defiledness chondroitin Bennettitales", + "short_description": "The Webex application is unavailable to all employees", "sla_due": "UNKNOWN", "state": "Root Cause Analysis", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "itil", - "sys_created_on": "2024-09-10 21:58:15", + "sys_created_by": "admin", + "sys_created_on": "2023-08-01 00:01:19", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "d7296d02c0a801670085e737da016e70", - "sys_mod_count": "31", + "sys_id": "36836028532023004247ddeeff7b12f1", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Dakota.Martinez.9660", - "sys_updated_on": "2025-01-23 06:44:11", - "task_effective_number": "PRB0000011", + "sys_updated_by": "admin", + "sys_updated_on": "2023-08-01 00:02:32", + "task_effective_number": "PRB0000106", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -629,7 +645,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -641,44 +656,50 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "description" + "assignment_group", + "category" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Manager", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "", - "business_duration": "", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Hardware", - "cause_notes": "

Server does not meet minimum specs to run the meeting server

", + "calendar_duration": "16801 Days 1 Minute", + "category": "Software", + "cause_notes": null, "close_notes": "", - "closed_at": "", - "closed_by": "", + "closed_at": "2023-07-31 23:59:05", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:01:22", - "confirmed_by": { - "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "possess placemonger scaledrake practicable nondecaying", + "description": "brecciation Auriga desperado Colleries Sabaeism", "due_date": "", - "duplicate_of": "", + "duplicate_of": { + "display_value": "PRB0000055", + "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" + }, "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", @@ -686,60 +707,60 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "\n\t\t\t

Upgrade CPU and RAM to meet minimum specs

", + "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000106", - "opened_at": "2024-09-17 23:59:48", + "number": "PRB0000105", + "opened_at": "2023-07-31 23:57:29", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", - "priority": "2 - High", - "problem_state": "Root Cause Analysis", + "priority": "5 - Planning", + "problem_state": "Closed", "reassignment_count": "0", "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Duplicate", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "rebuilt cyanopathic gadbush R glyoxalin", + "short_description": "Email system is down again", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", - "subcategory": null, + "state": "Closed", + "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:01:19", + "sys_created_on": "2023-07-31 23:58:16", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "36836028532023004247ddeeff7b12f1", - "sys_mod_count": "4", + "sys_id": "0d036ce4532023004247ddeeff7b12a8", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-18 00:02:32", - "task_effective_number": "PRB0000106", + "sys_updated_on": "2023-07-31 23:59:05", + "task_effective_number": "PRB0000105", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "1 - High", + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -754,7 +775,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -766,42 +786,45 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "impact" + "assignment_group", + "urgency" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, "assignment_group": "", - "business_duration": "16801 Days", + "business_duration": "", "business_service": "", - "calendar_duration": "16801 Days 1 Minute", - "category": "Software", - "cause_notes": "

Switch to IPv6 caused IP issues

", - "close_notes": "needed latest patch - after patch all is well\n\t\t", - "closed_at": "2024-09-10 22:45:58", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": "

Server does not meet minimum specs to run the meeting server

", + "close_notes": "", + "closed_at": "", "closed_by": "", - "cmdb_ci": "EXCH-SD-05", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "confirmed_at": "2023-08-01 00:01:22", "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "barroom nighttide Knisteneaux endochondral provinciality", + "description": "matka simool periplasm brachiation arbalest", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -811,60 +834,60 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

needed latest patch - after patch all is well

", + "fix_notes": "\n\t\t\t

Upgrade CPU and RAM to meet minimum specs

", "follow_up": "", "group_list": "", - "impact": "3 - Low", + "impact": "2 - Medium", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000051", - "opened_at": "2024-09-10 22:44:01", + "number": "PRB0000106", + "opened_at": "2023-07-31 23:59:48", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "", - "related_incidents": "", + "priority": "2 - High", + "problem_state": "Root Cause Analysis", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Fix Applied", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "tonalamatl valgoid funnellike unitism floristics", + "short_description": "The Webex application is unavailable to all employees", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": "Email", + "state": "Root Cause Analysis", + "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 22:45:11", + "sys_created_by": "admin", + "sys_created_on": "2023-08-01 00:01:19", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "05001913c0a8016600161851785e5219", - "sys_mod_count": "2", + "sys_id": "36836028532023004247ddeeff7b12f1", + "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:43:10", - "task_effective_number": "PRB0000051", + "sys_updated_on": "2023-08-01 00:02:32", + "task_effective_number": "PRB0000106", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -879,7 +902,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -891,8 +913,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "urgency" + "impact", + "description" ], "template_record": { "active": "true", @@ -901,8 +923,11 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "", + "assigned_to": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, + "assignment_group": "Problem Solving", "business_duration": "", "business_service": "", "calendar_duration": "", @@ -911,24 +936,30 @@ "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Email", + "cmdb_ci": "SAP Enterprise Services", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", - "contact_type": null, + "confirmed_at": "2023-07-31 16:48:36", + "confirmed_by": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "odontognathic repolish roughsome manubrium peerlessly", + "description": "Several hours ago we experienced a flood of incidents related to various SAP applications. It has been determined that there is an outage of unknown origin. We are performing root cause analysis.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": "", + "first_reported_by_task": { + "display_value": "INC0000051", + "link": "https://dev215901.service-now.com/api/now/table/task/d7158da0c0a8016700eef46c8d1f3661" + }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -936,24 +967,24 @@ "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "3 - Low", + "impact": "1 - High", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0007601", - "opened_at": "2018-08-30 01:08:39", + "number": "PRB0000011", + "opened_at": "2023-07-24 21:58:15", "opened_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", - "priority": "5 - Planning", - "problem_state": "New", - "reassignment_count": "0", - "related_incidents": "0", + "priority": "1 - Critical", + "problem_state": "Root Cause Analysis", + "reassignment_count": "", + "related_incidents": "5", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -964,29 +995,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "postcoxal weatherproofed straighten acraze daubery", + "short_description": "Unknown source of SAP outage", "sla_due": "UNKNOWN", - "state": "New", - "subcategory": "Email", + "state": "Root Cause Analysis", + "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2018-08-30 01:09:05", + "sys_created_by": "itil", + "sys_created_on": "2023-07-24 21:58:15", "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": "62304320731823002728660c4cf6a7e8", - "sys_mod_count": "1", + "sys_id": "d7296d02c0a801670085e737da016e70", + "sys_mod_count": "54", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:16:57", - "task_effective_number": "PRB0007601", + "sys_updated_on": "2024-03-11 11:34:29", + "task_effective_number": "PRB0000011", "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": "", @@ -1001,7 +1032,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1013,8 +1043,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "impact" + "cmdb_ci", + "description" ], "template_record": { "active": "true", @@ -1023,24 +1053,27 @@ "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Network", + "category": "Hardware", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "FileServerFloor2", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2023-01-07 15:48:36", + "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": null, "contract": "", @@ -1048,15 +1081,12 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "uncrampedness supervast peregrination nutritial query", + "description": "We really, really need to buy more drives for the second floor file. The users keep filling up their 10 MB quota, and they aren't going to take it much longer.", "due_date": "", "duplicate_of": "", - "escalation": "High", + "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000001", - "link": "https://dev224577.service-now.com/api/now/table/task/9c573169c611228700193229fff72400" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -1070,18 +1100,18 @@ "location": "", "made_sla": "false", "major_problem": "false", - "number": "PRB0000007", - "opened_at": "2022-07-23 15:32:07", + "number": "PRB0000002", + "opened_at": "2021-06-04 15:35:29", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Assess", "reassignment_count": "", - "related_incidents": "4", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1092,24 +1122,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "aprosopia costocoracoid legislational Denmark Chermidae", + "short_description": "2nd Floor File Server Short on Space", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "pat", - "sys_created_on": "2022-07-23 15:32:07", + "sys_created_on": "2021-06-04 15:35:29", "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": "9d3a266ac6112287004e37fb2ceb0133", - "sys_mod_count": "14", + "sys_id": "9d3d3b85c61122870138f3d1472bba01", + "sys_mod_count": "8", "sys_tags": "", - "sys_updated_by": "Amber.Wagner.7822", - "sys_updated_on": "2025-01-23 06:13:12", - "task_effective_number": "PRB0000007", + "sys_updated_by": "admin", + "sys_updated_on": "2023-07-27 22:49:54", + "task_effective_number": "PRB0000002", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -1129,7 +1159,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1141,8 +1170,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "assignment_group" + "assignment_group", + "description" ], "template_record": { "active": "true", @@ -1151,29 +1180,35 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Software", + "category": "Hardware", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Email", + "cmdb_ci": "Dell PERC 2", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", - "contact_type": null, + "confirmed_at": "2022-11-19 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unincited ninetyish uncertificated miraculously upstartism", + "description": "If the shift key is not held down, the RAID enclosure does not power on.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1190,20 +1225,20 @@ "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0007601", - "opened_at": "2018-08-30 01:08:39", + "number": "PRB0000004", + "opened_at": "2022-11-16 16:40:42", "opened_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "New", - "reassignment_count": "0", - "related_incidents": "0", + "reassignment_count": "", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1214,28 +1249,28 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "retrospection napless virtuoso reobtainable Gangetic", + "short_description": "Boot with shift key held down", "sla_due": "UNKNOWN", "state": "New", - "subcategory": "Email", + "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2018-08-30 01:09:05", + "sys_created_on": "2022-11-16 16:40:42", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "62304320731823002728660c4cf6a7e8", - "sys_mod_count": "1", + "sys_id": "471a5450a9fe198101f2054169e75bf4", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:16:57", - "task_effective_number": "PRB0007601", + "sys_updated_on": "2023-07-27 03:32:16", + "task_effective_number": "PRB0000004", "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": "", @@ -1251,7 +1286,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1263,8 +1297,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "impact" + "service_offering", + "business_service" ], "template_record": { "active": "true", @@ -1273,24 +1307,27 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Hardware", - "cause_notes": null, + "cause_notes": "

Unknown user changes caused performance issues

", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Dell Wireless WLAN Utility", + "cmdb_ci": "Windows", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:04:43", + "confirmed_at": "2023-09-12 10:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": null, "contract": "", @@ -1298,7 +1335,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "depopularize scorbutically anthropophilous hyenadog assented", + "description": "A few days ago I made some modification to some Windows config, and since then my laptop is performing slowly. Is there any way to go back to a previous state?", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1308,55 +1345,55 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "

Re-imaged the laptop

", "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", "known_error": "true", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "number": "PRB0000014", + "opened_at": "2023-09-12 10:39:07", "opened_by": { "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "4 - Low", - "problem_state": "Assess", + "priority": "5 - Planning", + "problem_state": "Resolved", "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "swird Sium disoccupy albatross furil", + "short_description": "My laptop is performing very badly", "sla_due": "UNKNOWN", - "state": "Assess", + "state": "Resolved", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_on": "2023-09-12 10:55:38", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "e9b0e55567b032004792adab9485ef6c", + "sys_id": "1998e51967b032004792adab9485effa", "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", - "task_effective_number": "PRB0000012", + "sys_updated_on": "2023-07-27 23:21:09", + "task_effective_number": "PRB0000014", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1368,15 +1405,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": null, - "workaround_applied": "false", + "workaround": "

Re-imaged the laptop

", + "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1388,8 +1424,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "business_service" + "cmdb_ci", + "short_description" ], "template_record": { "active": "true", @@ -1398,62 +1434,71 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Hardware", - "cause_notes": null, + "category": "Software", + "cause_notes": "\n\t\t\t

Corporate desktop apps do not support SP2

", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Dell Wireless WLAN Utility", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-10-30 10:04:43", + "confirmed_at": "2022-11-17 15:48:36", "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "paratorium agomphiasis intraparochial shibah placardeer", + "description": "SP2 is causing several applications not to work anymore.", "due_date": "", "duplicate_of": "", - "escalation": "Normal", + "escalation": "Moderate", "expected_start": "", - "first_reported_by_task": "", - "fix_at": "", - "fix_by": "", + "first_reported_by_task": { + "display_value": "INC0000019", + "link": "https://dev215901.service-now.com/api/now/table/task/46e8219ba9fe1981013806b6e04fed06" + }, + "fix_at": "2024-03-11 09:02:28", + "fix_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "\n\t\t\t

Remove Windows XP SP2

", "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "number": "PRB0000001", + "opened_at": "2022-11-16 15:48:36", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", - "priority": "4 - Low", - "problem_state": "Assess", - "reassignment_count": "1", - "related_incidents": "", + "priority": "5 - Planning", + "problem_state": "Fix in Progress", + "reassignment_count": "", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1461,31 +1506,34 @@ "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": "", + "rfc": { + "display_value": "CHG0000003", + "link": "https://dev215901.service-now.com/api/now/table/change_request/46e9b4afa9fe198101026e122b85f442" + }, "route_reason": "", "service_offering": "", - "short_description": "galactonic gusset incomplying mesembryo scammonin", + "short_description": "Windows XP SP2 causing errors in Enterprise", "sla_due": "UNKNOWN", - "state": "Assess", + "state": "Fix in Progress", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_on": "2022-11-16 15:48:36", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "e9b0e55567b032004792adab9485ef6c", - "sys_mod_count": "3", + "sys_id": "46eaa7c9a9fe198100bbe282da0d4b7d", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", - "task_effective_number": "PRB0000012", + "sys_updated_on": "2024-03-11 09:02:32", + "task_effective_number": "PRB0000001", "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": "", @@ -1501,7 +1549,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1513,42 +1560,45 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "impact" + "urgency", + "business_service" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, "assignment_group": "", - "business_duration": "16801 Days", + "business_duration": "", "business_service": "", - "calendar_duration": "16801 Days 2 Minutes", - "category": "Network", - "cause_notes": "

Switch to IPv6 caused IP issues

", - "close_notes": "updated firmware", - "closed_at": "2024-09-10 23:10:55", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": "

Server does not meet minimum specs to run the meeting server

", + "close_notes": "", + "closed_at": "", "closed_by": "", - "cmdb_ci": "ny8500-nbxs09", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "confirmed_at": "2023-08-01 00:01:22", "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Hararese econometer aischrolatreia caterer endochorionic", + "description": "plaustral prolification tetradecapodan betorcin grapewise", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1558,60 +1608,60 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

updated firmware

", + "fix_notes": "\n\t\t\t

Upgrade CPU and RAM to meet minimum specs

", "follow_up": "", "group_list": "", - "impact": "3 - Low", + "impact": "2 - Medium", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000053", - "opened_at": "2024-09-10 23:08:13", + "number": "PRB0000106", + "opened_at": "2023-07-31 23:59:48", "opened_by": { "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "", - "related_incidents": "", + "priority": "2 - High", + "problem_state": "Root Cause Analysis", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Fix Applied", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "equisurface risquee phosgene presanctify infiniteness", + "short_description": "The Webex application is unavailable to all employees", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "Root Cause Analysis", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:10:41", + "sys_created_by": "admin", + "sys_created_on": "2023-08-01 00:01:19", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "05164252c0a80166006452a56ccd08a9", - "sys_mod_count": "2", + "sys_id": "36836028532023004247ddeeff7b12f1", + "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:45:55", - "task_effective_number": "PRB0000053", + "sys_updated_on": "2023-08-01 00:02:32", + "task_effective_number": "PRB0000106", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", @@ -1626,7 +1676,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1638,53 +1687,47 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "urgency" + "assignment_group", + "description" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", - "approval_history": "", - "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", - "business_duration": "16801 Days", - "business_service": "", - "calendar_duration": "16801 Days 5 Minutes", - "category": "Hardware", - "cause_notes": "

This is a timing issue caused when you plug and unplug USB devices quickly

", - "close_notes": "OS and hardware vendor cannot find the root cause as it is intermittent. So they recommend restarting the PC", - "closed_at": "2024-09-18 00:09:20", - "closed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "approval": "Not Yet Requested", + "approval_history": "", + "approval_set": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, - "cmdb_ci": "*BETH-IBM", + "assignment_group": "", + "business_duration": "", + "business_service": "", + "calendar_duration": "", + "category": "Software", + "cause_notes": "

Sample cause notes

", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Zoom V.92 USB Modem", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:08:58", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "plunger heteropoly raccoonberry thremmatology apery", + "description": "Issue in connecting to internet using modem.", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000601", - "link": "https://dev224577.service-now.com/api/now/table/task/9e7f9864532023004247ddeeff7b121f" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -1698,46 +1741,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000109", - "opened_at": "2024-09-18 00:03:54", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", + "problem_state": "Assess", "reassignment_count": "0", "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Risk Accepted", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "testaceous Echinoderes salmonberry desoxybenzoin hipless", + "short_description": "Issue in connecting to internet using modem.", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "Assess", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:05:42", + "sys_created_on": "2018-10-07 06:07:35", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "8f74a828532023004247ddeeff7b1295", - "sys_mod_count": "11", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "15", "sys_tags": "", - "sys_updated_by": "Patrick.Martinez.7260", - "sys_updated_on": "2025-01-23 02:23:50", - "task_effective_number": "PRB0000109", + "sys_updated_by": "admin", + "sys_updated_on": "2024-03-11 12:54:33", + "task_effective_number": "PRB0001001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1749,7 +1792,7 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": "\n\t\t\t

As this is intermittent. Restarting the PC fixes this.

", + "workaround": "

Sample workaround

", "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" @@ -1757,7 +1800,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1769,8 +1811,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "description" + "urgency", + "service_offering" ], "template_record": { "active": "false", @@ -1779,34 +1821,40 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "Problem Solving", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", "business_duration": "16801 Days", "business_service": "", "calendar_duration": "16801 Days 1 Minute", - "category": "Database", + "category": "Software", "cause_notes": null, "close_notes": "", - "closed_at": "2024-09-10 23:08:09", - "closed_by": "", - "cmdb_ci": "lawson_db", + "closed_at": "2023-07-31 23:59:05", + "closed_by": { + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + }, + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", - "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" - }, - "contact_type": "Phone", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "panpsychistic antisteapsin recultivate phytological intercalate", + "description": "cunjevoi Dynastides muskellunge confirmedness subpial", "due_date": "", - "duplicate_of": "", + "duplicate_of": { + "display_value": "PRB0000055", + "link": "https://dev215901.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" + }, "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", @@ -1823,46 +1871,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000032", - "opened_at": "2024-09-10 23:06:17", + "number": "PRB0000105", + "opened_at": "2023-07-31 23:57:29", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Root Cause Analysis", - "reassignment_count": "1", - "related_incidents": "", + "problem_state": "Closed", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Duplicate", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "Enhydrinae heterochronic Cebidae goodyness monogenesy", + "short_description": "Email system is down again", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", - "subcategory": "Oracle", + "state": "Closed", + "subcategory": "Email", "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:07:53", + "sys_created_by": "admin", + "sys_created_on": "2023-07-31 23:58:16", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "05147c3ec0a8016600da5b1a92269b3d", + "sys_id": "0d036ce4532023004247ddeeff7b12a8", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:45:53", - "task_effective_number": "PRB0000032", + "sys_updated_on": "2023-07-31 23:59:05", + "task_effective_number": "PRB0000105", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1882,7 +1930,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1894,8 +1941,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "impact" + "urgency", + "description" ], "template_record": { "active": "false", @@ -1904,37 +1951,37 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "Problem Solving", "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "16801 Days 1 Minute", + "calendar_duration": "16801 Days 3 Minutes", "category": "Software", - "cause_notes": null, - "close_notes": "", - "closed_at": "2024-09-17 23:59:05", - "closed_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" - }, - "cmdb_ci": "", + "cause_notes": "

Log shows ISP was dropping/resetting the connection

", + "close_notes": "patched server all is fine now.", + "closed_at": "2023-07-24 23:21:08", + "closed_by": "", + "cmdb_ci": "IronMail-SD-01", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", - "contact_type": null, + "confirmed_at": "2023-11-12 09:39:07", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unwearying canoe shrewdy Tuscarora hyperpolysyllabic", + "description": "Email went down - failed over to alternate server but need to determine root cause on ironMail-SD-01", "due_date": "", - "duplicate_of": { - "display_value": "PRB0000055", - "link": "https://dev224577.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" - }, + "duplicate_of": "", "escalation": "Normal", "expected_start": "", "first_reported_by_task": "", @@ -1942,7 +1989,7 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "

ISP applied a fix on their side and mails are flowing smoothly again

", "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -1951,46 +1998,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000105", - "opened_at": "2024-09-17 23:57:29", + "number": "PRB0000055", + "opened_at": "2023-07-24 23:17:17", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", - "reassignment_count": "0", - "related_incidents": "0", + "reassignment_count": "1", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Duplicate", + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "protyl machinable multipliableness heterotactic demigentleman", + "short_description": "Email down", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-09-17 23:58:16", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 23:19:00", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "0d036ce4532023004247ddeeff7b12a8", + "sys_id": "051e8f6cc0a8016600cdf7fd19e10414", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-17 23:59:05", - "task_effective_number": "PRB0000105", + "sys_updated_on": "2023-07-28 02:48:12", + "task_effective_number": "PRB0000055", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -2010,7 +2057,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2022,8 +2068,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "service_offering" + "service_offering", + "urgency" ], "template_record": { "active": "true", @@ -2032,32 +2078,35 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", "category": "Hardware", - "cause_notes": null, + "cause_notes": "

Unknown user changes caused performance issues

", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Dell PERC 2", + "cmdb_ci": "Windows", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-01-07 15:48:36", + "confirmed_at": "2023-09-12 10:39:07", "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "market propupal morassy beautyship kanat", + "description": "A few days ago I made some modification to some Windows config, and since then my laptop is performing slowly. Is there any way to go back to a previous state?", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -2067,59 +2116,59 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "

Re-imaged the laptop

", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", - "known_error": "false", + "known_error": "true", "location": "", - "made_sla": "false", + "made_sla": "true", "major_problem": "false", - "number": "PRB0000004", - "opened_at": "2024-01-04 16:40:42", + "number": "PRB0000014", + "opened_at": "2023-09-12 10:39:07", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "New", - "reassignment_count": "", + "problem_state": "Resolved", + "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "Boerdom antiperistatic incondensibility Bougainvilliidae erg", + "short_description": "My laptop is performing very badly", "sla_due": "UNKNOWN", - "state": "New", + "state": "Resolved", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-01-04 16:40:42", + "sys_created_on": "2023-09-12 10:55:38", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "471a5450a9fe198101f2054169e75bf4", - "sys_mod_count": "2", + "sys_id": "1998e51967b032004792adab9485effa", + "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 03:32:16", - "task_effective_number": "PRB0000004", + "sys_updated_on": "2023-07-27 23:21:09", + "task_effective_number": "PRB0000014", "time_worked": "", "universal_request": "", - "upon_approval": null, - "upon_reject": null, + "upon_approval": "Proceed to Next Task", + "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -2127,15 +2176,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": null, - "workaround_applied": "false", + "workaround": "

Re-imaged the laptop

", + "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2147,37 +2195,37 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", + "category", "cmdb_ci" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", - "business_duration": "16801 Days", + "assigned_to": { + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + }, + "assignment_group": "", + "business_duration": "", "business_service": "", - "calendar_duration": "16801 Days 5 Minutes", + "calendar_duration": "", "category": "Hardware", - "cause_notes": "

This is a timing issue caused when you plug and unplug USB devices quickly

", - "close_notes": "OS and hardware vendor cannot find the root cause as it is intermittent. So they recommend restarting the PC", - "closed_at": "2024-09-18 00:09:20", - "closed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, - "cmdb_ci": "*BETH-IBM", + "cause_notes": "

Server does not meet minimum specs to run the meeting server

", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:08:58", + "confirmed_at": "2023-08-01 00:01:22", "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "display_value": "Problem Manager", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" }, "contact_type": null, "contract": "", @@ -2185,88 +2233,84 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "downsinking tauromorphous pothanger intermediatory oghamic", + "description": "appropinquation outjazz proctoplasty zootechny toryweed", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000601", - "link": "https://dev224577.service-now.com/api/now/table/task/9e7f9864532023004247ddeeff7b121f" - }, + "first_reported_by_task": "", "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "\n\t\t\t

Upgrade CPU and RAM to meet minimum specs

", "follow_up": "", "group_list": "", - "impact": "3 - Low", + "impact": "2 - Medium", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000109", - "opened_at": "2024-09-18 00:03:54", + "number": "PRB0000106", + "opened_at": "2023-07-31 23:59:48", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "5 - Planning", - "problem_state": "Closed", + "priority": "2 - High", + "problem_state": "Root Cause Analysis", "reassignment_count": "0", - "related_incidents": "1", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Risk Accepted", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "typhobacillosis rockallite stoned quadricarinate Centetidae", + "short_description": "The Webex application is unavailable to all employees", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "Root Cause Analysis", "subcategory": null, "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:05:42", + "sys_created_on": "2023-08-01 00:01:19", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "8f74a828532023004247ddeeff7b1295", - "sys_mod_count": "11", + "sys_id": "36836028532023004247ddeeff7b12f1", + "sys_mod_count": "4", "sys_tags": "", - "sys_updated_by": "Patrick.Martinez.7260", - "sys_updated_on": "2025-01-23 02:23:50", - "task_effective_number": "PRB0000109", + "sys_updated_by": "admin", + "sys_updated_on": "2023-08-01 00:02:32", + "task_effective_number": "PRB0000106", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", - "urgency": "3 - Low", + "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": "\n\t\t\t

As this is intermittent. Restarting the PC fixes this.

", - "workaround_applied": "true", + "workaround": null, + "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2278,7 +2322,7 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", + "category", "service_offering" ], "template_record": { @@ -2288,7 +2332,10 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "Problem Solving", "business_duration": "16801 Days", "business_service": "", @@ -2296,16 +2343,16 @@ "category": "Software", "cause_notes": "

Log shows ISP was dropping/resetting the connection

", "close_notes": "patched server all is fine now.", - "closed_at": "2024-09-10 23:21:08", + "closed_at": "2023-07-24 23:21:08", "closed_by": "", "cmdb_ci": "IronMail-SD-01", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": "Phone", "contract": "", @@ -2313,7 +2360,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "inbeaming somatotonia putter transcolor Cantate", + "description": "Email went down - failed over to alternate server but need to determine root cause on ironMail-SD-01", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -2333,10 +2380,10 @@ "made_sla": "true", "major_problem": "false", "number": "PRB0000055", - "opened_at": "2024-09-10 23:17:17", + "opened_at": "2023-07-24 23:17:17", "opened_by": { "display_value": "Bow Ruggeri", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", @@ -2354,23 +2401,23 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "dualism Decodon electrodiagnosis acrinyl topmaker", + "short_description": "Email down", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:19:00", + "sys_created_on": "2023-07-24 23:19:00", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "051e8f6cc0a8016600cdf7fd19e10414", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:48:12", + "sys_updated_on": "2023-07-28 02:48:12", "task_effective_number": "PRB0000055", "time_worked": "", "universal_request": "", @@ -2391,7 +2438,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2404,41 +2450,44 @@ }, "task_fields": [ "short_description", - "assignment_group" + "business_service" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "", - "business_duration": "16801 Days", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "Problem Solving", + "business_duration": "", "business_service": "", - "calendar_duration": "16801 Days 2 Minutes", - "category": "Network", - "cause_notes": "

Switch to IPv6 caused IP issues

", - "close_notes": "updated firmware", - "closed_at": "2024-09-10 23:10:55", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": null, + "close_notes": "", + "closed_at": "", "closed_by": "", - "cmdb_ci": "ny8500-nbxs09", + "cmdb_ci": "Dell Wireless WLAN Utility", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "confirmed_at": "2023-09-12 10:04:43", "confirmed_by": { - "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "burgherage hypnosporic misprision standpatism tiptopsome", + "description": "Using a Dell Wireless WLAN Utility I cannot enable the option to disable wireless when plugin into an Ethernet port", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -2448,55 +2497,55 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "

updated firmware

", + "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "3 - Low", + "impact": "2 - Medium", "knowledge": "false", - "known_error": "false", + "known_error": "true", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000053", - "opened_at": "2024-09-10 23:08:13", + "number": "PRB0000012", + "opened_at": "2023-09-12 10:04:43", "opened_by": { "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", - "priority": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "", + "priority": "4 - Low", + "problem_state": "Assess", + "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Fix Applied", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "untough tatouay autecologic ridge ponent", + "short_description": "Cannot disable wireless when plug into an Ethernet port", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "Assess", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:10:41", + "sys_created_by": "admin", + "sys_created_on": "2023-09-12 10:12:12", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "05164252c0a80166006452a56ccd08a9", - "sys_mod_count": "2", + "sys_id": "e9b0e55567b032004792adab9485ef6c", + "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:45:55", - "task_effective_number": "PRB0000053", + "sys_updated_on": "2023-07-27 23:14:22", + "task_effective_number": "PRB0000012", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task",