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": "dregless pendent rustred boyang extracurriculum", + "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\tRemove 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": "", @@ -216,31 +226,34 @@ "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": "Idumaean favorably Croomia obsequial traversal", + "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": "17", "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 10:05:55", + "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": "", @@ -256,7 +269,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -268,50 +280,56 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "business_service", - "description" + "description", + "category", + "cmdb_ci" ], "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": "Problem Solving", - "business_duration": "", + "business_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Software", - "cause_notes": null, - "close_notes": "", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "SAP Enterprise Services", + "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": "2023-08-01 00:09:20", + "closed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "cmdb_ci": "*BETH-IBM", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-17 16:48:36", + "confirmed_at": "2023-08-01 00:08:58", "confirmed_by": { - "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + "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": "ravishedly teschermacherite toftstead disproportionately uncatechizedness", + "description": "unwagered chafer shram sensistic overtenseness", "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" + "display_value": "INC0000601", + "link": "https://dev215901.service-now.com/api/now/table/task/9e7f9864532023004247ddeeff7b121f" }, "fix_at": "", "fix_by": "", @@ -320,72 +338,71 @@ "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "1 - High", + "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000011", - "opened_at": "2024-09-10 21:58:15", + "number": "PRB0000109", + "opened_at": "2023-08-01 00:03:54", "opened_by": { "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", - "priority": "1 - Critical", - "problem_state": "Root Cause Analysis", - "reassignment_count": "", - "related_incidents": "8", + "priority": "5 - Planning", + "problem_state": "Closed", + "reassignment_count": "0", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Risk Accepted", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "saturator immute pollination excitosecretory upwhirl", + "short_description": "USB port has stopped working", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", + "state": "Closed", "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 00:05:42", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "d7296d02c0a801670085e737da016e70", - "sys_mod_count": "31", + "sys_id": "8f74a828532023004247ddeeff7b1295", + "sys_mod_count": "11", "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": "2024-03-11 11:36:26", + "task_effective_number": "PRB0000109", "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": "", "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": null, - "workaround_applied": "false", + "workaround": "\n\t\t\tAs this is intermittent. Restarting the PC fixes this.
", + "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -397,9 +414,9 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "impact", - "assignment_group" + "description", + "cmdb_ci", + "impact" ], "template_record": { "active": "true", @@ -408,13 +425,16 @@ "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_service": "", "calendar_duration": "", - "category": "Hardware", - "cause_notes": "Server does not meet minimum specs to run the meeting server
", + "category": "Software", + "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", @@ -422,48 +442,51 @@ "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-09-18 00:01:22", + "confirmed_at": "2022-11-19 15:48:36", "confirmed_by": { - "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "peplos Adamitism geodete proofreader gasconade", + "description": "progressively stenocephalia patriotic crossbred unterminated", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": "", + "first_reported_by_task": { + "display_value": "INC0000006", + "link": "https://dev215901.service-now.com/api/now/table/task/8d6246c7c0a80164012fb063cecd4ace" + }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "\n\t\t\tUpgrade CPU and RAM to meet minimum specs
", + "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0000106", - "opened_at": "2024-09-17 23:59:48", + "number": "PRB0000008", + "opened_at": "2022-11-16 16:06:28", "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", - "reassignment_count": "0", - "related_incidents": "0", + "priority": "5 - Planning", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -474,29 +497,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "lipoclasis absquatulate brachydodrome Vistlik oysterling", + "short_description": "Hang when trying to print VISIO document", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", + "state": "Assess", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:01:19", + "sys_created_by": "david.loo", + "sys_created_on": "2022-11-16 16:06:28", "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": "36836028532023004247ddeeff7b12f1", - "sys_mod_count": "4", + "sys_id": "46fb0230a9fe198101a23f6712475e11", + "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-18 00:02:32", - "task_effective_number": "PRB0000106", + "sys_updated_on": "2024-03-11 09:41:18", + "task_effective_number": "PRB0000008", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", - "urgency": "1 - High", + "upon_approval": null, + "upon_reject": null, + "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", @@ -511,7 +534,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -523,9 +545,9 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "cmdb_ci", - "description" + "business_service", + "service_offering", + "impact" ], "template_record": { "active": "true", @@ -534,37 +556,43 @@ "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", + "category": "Software", "cause_notes": null, "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": "2022-11-19 15:48:36", "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": "megatypy submetallic avener firesideship malleiferous", + "description": "propension exasperatedly subungulate tatchy Gideon", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": "", + "first_reported_by_task": { + "display_value": "INC0000006", + "link": "https://dev215901.service-now.com/api/now/table/task/8d6246c7c0a80164012fb063cecd4ace" + }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -572,24 +600,24 @@ "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", - "known_error": "true", + "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0000012", - "opened_at": "2024-10-30 10:04:43", + "number": "PRB0000008", + "opened_at": "2022-11-16 16:06:28", "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", + "priority": "5 - Planning", "problem_state": "Assess", - "reassignment_count": "1", - "related_incidents": "", + "reassignment_count": "", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -600,28 +628,28 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "unemployed ethrog acneform ambarella nonwalking", + "short_description": "Hang when trying to print VISIO document", "sla_due": "UNKNOWN", "state": "Assess", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_by": "david.loo", + "sys_created_on": "2022-11-16 16:06:28", "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": "e9b0e55567b032004792adab9485ef6c", - "sys_mod_count": "3", + "sys_id": "46fb0230a9fe198101a23f6712475e11", + "sys_mod_count": "12", "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 12:24:36", + "task_effective_number": "PRB0000008", "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": "", @@ -637,7 +665,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -649,43 +676,46 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "category", + "description", + "service_offering", "business_service" ], "template_record": { - "active": "false", + "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", + "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", - "business_duration": "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": "Database", + "cause_notes": null, + "close_notes": "", + "closed_at": "", "closed_by": "", - "cmdb_ci": "ny8500-nbxs09", + "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "confirmed_at": "2021-11-19 15:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, - "contact_type": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "cerebropathy patriliny conductible circumscribe unflexibleness", + "description": "The PeopleSoft Oracle instance is down (again).", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -695,59 +725,59 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "updated firmware
", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0000053", - "opened_at": "2024-09-10 23:08:13", + "number": "PRB0000010", + "opened_at": "2021-06-04 15:55:28", "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", + "problem_state": "Assess", "reassignment_count": "", "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": "phenosafranine longirostrine unscoffed saltatoric plateresque", + "short_description": "Oracle Down", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": null, + "state": "Assess", + "subcategory": "Oracle", "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:10:41", + "sys_created_by": "pat", + "sys_created_on": "2021-06-04 15:55:28", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "05164252c0a80166006452a56ccd08a9", - "sys_mod_count": "2", + "sys_id": "9d4f87a3c6112287010ed0a5ccdcba04", + "sys_mod_count": "9", "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 22:57:58", + "task_effective_number": "PRB0000010", "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": "", @@ -763,7 +793,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -775,8 +804,8 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", "urgency", + "cmdb_ci", "assignment_group" ], "template_record": { @@ -786,48 +815,45 @@ "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": "", - "calendar_duration": "16801 Days 5 Minutes", - "category": "Hardware", - "cause_notes": "This is a timing issue caused when you plug and unplug USB devices quickly
", - "close_notes": "OS and hardware vendor cannot find the root cause as it is intermittent. So they recommend restarting the PC", - "closed_at": "2024-09-18 00:09:20", - "closed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, - "cmdb_ci": "*BETH-IBM", + "calendar_duration": "16801 Days 3 Minutes", + "category": "Software", + "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": "2024-09-18 00:08:58", + "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": "machinery spiriferoid prerecommendation livelily filmslide", + "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", "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": "ISP applied a fix on their side and mails are flowing smoothly again
", "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -836,46 +862,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000109", - "opened_at": "2024-09-18 00:03:54", + "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": "1", + "reassignment_count": "1", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Risk Accepted", + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "petitionable vomiture syllabic macrobiotic written", + "short_description": "Email down", "sla_due": "UNKNOWN", "state": "Closed", - "subcategory": null, + "subcategory": "Email", "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:05:42", + "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": "8f74a828532023004247ddeeff7b1295", - "sys_mod_count": "11", + "sys_id": "051e8f6cc0a8016600cdf7fd19e10414", + "sys_mod_count": "2", "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": "2023-07-28 02:48:12", + "task_effective_number": "PRB0000055", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -887,15 +913,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": "\n\t\t\tAs this is intermittent. Restarting the PC fixes this.
", - "workaround_applied": "true", + "workaround": null, + "workaround_applied": "false", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -908,8 +933,8 @@ }, "task_fields": [ "short_description", - "impact", - "business_service" + "business_service", + "impact" ], "template_record": { "active": "false", @@ -918,37 +943,40 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "Problem Solving", - "business_duration": "16801 Days", + "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": "16801 Days 1 Minute", - "category": "Database", + "calendar_duration": "", + "category": "Hardware", "cause_notes": null, - "close_notes": "", - "closed_at": "2024-09-10 23:08:09", + "close_notes": "This is a Service Catalog item request", + "closed_at": "", "closed_by": "", - "cmdb_ci": "lawson_db", + "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" - }, + "confirmed_at": "", + "confirmed_by": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unspectrelike downcut putation fluozirconic soberlike", + "description": "vitric multiparous calorifical pentanone spinuliferous", "due_date": "", "duplicate_of": "", "escalation": "Normal", "expected_start": "", - "first_reported_by_task": "", + "first_reported_by_task": { + "display_value": "INC0000020", + "link": "https://dev215901.service-now.com/api/now/table/task/46edaa6aa9fe198101b9d14ced16619f" + }, "fix_at": "", "fix_by": "", "fix_communicated_at": "", @@ -960,52 +988,52 @@ "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0000032", - "opened_at": "2024-09-10 23:06:17", + "number": "PRB0000003", + "opened_at": "2022-11-16 16:07:08", "opened_by": { - "display_value": "Ron Kettering", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Root Cause Analysis", - "reassignment_count": "1", - "related_incidents": "", + "problem_state": "Closed", + "reassignment_count": "", + "related_incidents": "1", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Canceled", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "crimeful yeel aloed hypotaxis trypanosomacidal", + "short_description": "Request for a Blackberry", "sla_due": "UNKNOWN", - "state": "Root Cause Analysis", - "subcategory": "Oracle", + "state": "Closed", + "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:07:53", + "sys_created_by": "david.loo", + "sys_created_on": "2022-11-16 16:07:08", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "05147c3ec0a8016600da5b1a92269b3d", - "sys_mod_count": "2", + "sys_id": "46fb9e31a9fe198101492060c2a4f8cb", + "sys_mod_count": "4", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:45:53", - "task_effective_number": "PRB0000032", + "sys_updated_on": "2023-07-27 02:54:38", + "task_effective_number": "PRB0000003", "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": "", @@ -1021,7 +1049,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1033,43 +1060,46 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "assignment_group", - "urgency" + "business_service", + "description", + "service_offering" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "Problem Solving", - "business_duration": "", - "business_service": "", - "calendar_duration": "", - "category": "Hardware", - "cause_notes": null, - "close_notes": "", - "closed_at": "", + "assigned_to": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "16801 Days", + "business_service": "", + "calendar_duration": "16801 Days 1 Minute", + "category": "Software", + "cause_notes": "Switch to IPv6 caused IP issues
", + "close_notes": "needed latest patch - after patch all is well\n\t\t", + "closed_at": "2023-07-24 22:45:58", "closed_by": "", - "cmdb_ci": "Dell Wireless WLAN Utility", + "cmdb_ci": "EXCH-SD-05", "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": "uncompassed brocard nonspecified caravansary Vinalia", + "description": "Exchange server outage", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1079,55 +1109,55 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "needed latest patch - after patch all is well
", "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": "PRB0000051", + "opened_at": "2023-07-24 22:44:01", "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", + "priority": "5 - Planning", + "problem_state": "Closed", + "reassignment_count": "", "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": null, + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "unoxidated pluggy rabbinize sanctify Aporobranchiata", + "short_description": "Exchange server outage", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": null, + "state": "Closed", + "subcategory": "Email", "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-10-30 10:12:12", + "sys_created_by": "glide.maint", + "sys_created_on": "2023-07-24 22:45:11", "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": "05001913c0a8016600161851785e5219", + "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 23:14:22", - "task_effective_number": "PRB0000012", + "sys_updated_on": "2023-07-28 02:43:10", + "task_effective_number": "PRB0000051", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1147,7 +1177,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1159,108 +1188,117 @@ "urgency": "Urgency" }, "task_fields": [ + "cmdb_ci", "short_description", - "category", - "business_service" + "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": "", - "business_duration": "16801 Days", + "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": "", "business_service": "", - "calendar_duration": "16801 Days 1 Minute", + "calendar_duration": "", "category": "Software", - "cause_notes": null, + "cause_notes": "Siebel SFA does not support this version of Orcale
", "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": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Sales Force Automation", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", - "contact_type": null, + "confirmed_at": "2023-05-23 16:48:36", + "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": "clasp hospitious squabblingly chubbedness casavi", + "description": "Performance of the Siebel SFA software has been severely degraded since the upgrade performed this weekend. We moved to an unsupported Oracle DB version.", "due_date": "", - "duplicate_of": { - "display_value": "PRB0000055", - "link": "https://dev224577.service-now.com/api/now/table/problem/051e8f6cc0a8016600cdf7fd19e10414" - }, - "escalation": "Normal", + "duplicate_of": "", + "escalation": "High", "expected_start": "", - "first_reported_by_task": "", - "fix_at": "", - "fix_by": "", + "first_reported_by_task": { + "display_value": "INC0000046", + "link": "https://dev215901.service-now.com/api/now/table/task/a9e30c7dc61122760116894de7bcc7bd" + }, + "fix_at": "2024-03-11 08:24:51", + "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": "Upgrade to the latest version of Oracle
", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0000105", - "opened_at": "2024-09-17 23:57:29", + "number": "PRB0000006", + "opened_at": "2023-01-24 14:07:07", "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", + "problem_state": "Fix in Progress", + "reassignment_count": "1", + "related_incidents": "2", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Duplicate", + "resolution_code": null, "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": "", + "rfc": { + "display_value": "CHG0000001", + "link": "https://dev215901.service-now.com/api/now/table/change_request/a9e9c33dc61122760072455df62663d2" + }, "route_reason": "", "service_offering": "", - "short_description": "scraper Lasiocampa floccipend chinch Tapiridae", + "short_description": "Can't access SFA software", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": "Email", + "state": "Fix in Progress", + "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-09-17 23:58:16", + "sys_created_by": "ITIL User", + "sys_created_on": "2023-01-24 14:07:07", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "0d036ce4532023004247ddeeff7b12a8", - "sys_mod_count": "2", + "sys_id": "a9e4890bc6112276003d7a5a5c774a74", + "sys_mod_count": "19", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-17 23:59:05", - "task_effective_number": "PRB0000105", + "sys_updated_on": "2024-03-11 10:06:48", + "task_effective_number": "PRB0000006", "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": "", @@ -1276,7 +1314,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1288,43 +1325,46 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", + "urgency", "service_offering", - "impact" + "category" ], "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 Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "assignment_group": "", + "business_duration": "", "business_service": "", - "calendar_duration": "16801 Days 3 Minutes", - "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", + "calendar_duration": "", + "category": "Hardware", + "cause_notes": "Unknown user changes caused performance issues
", + "close_notes": "", + "closed_at": "", "closed_by": "", - "cmdb_ci": "IronMail-SD-01", + "cmdb_ci": "Windows", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", + "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": "Phone", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Campa sororial palaeognathic nonverminous pressdom", + "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", @@ -1334,25 +1374,25 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "ISP applied a fix on their side and mails are flowing smoothly again
", + "fix_notes": "Re-imaged the laptop
", "follow_up": "", "group_list": "", "impact": "3 - Low", "knowledge": "false", - "known_error": "false", + "known_error": "true", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000055", - "opened_at": "2024-09-10 23:17:17", + "number": "PRB0000014", + "opened_at": "2023-09-12 10:39:07", "opened_by": { - "display_value": "Bow Ruggeri", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + "display_value": "Don Goodliffe", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", + "problem_state": "Resolved", "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", @@ -1365,24 +1405,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "logarithmetically Wolffia helply Coliiformes adiposity", + "short_description": "My laptop is performing very badly", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": "Email", + "state": "Resolved", + "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:19:00", + "sys_created_by": "admin", + "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": "051e8f6cc0a8016600cdf7fd19e10414", - "sys_mod_count": "2", + "sys_id": "1998e51967b032004792adab9485effa", + "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:48:12", - "task_effective_number": "PRB0000055", + "sys_updated_on": "2023-07-27 23:21:09", + "task_effective_number": "PRB0000014", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1394,15 +1434,14 @@ "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", @@ -1414,9 +1453,9 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", + "service_offering", "description", - "business_service" + "short_description" ], "template_record": { "active": "false", @@ -1425,24 +1464,27 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "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 2 Minutes", - "category": "Network", - "cause_notes": "Switch to IPv6 caused IP issues
", - "close_notes": "updated firmware", - "closed_at": "2024-09-10 23:10:55", + "calendar_duration": "16801 Days 3 Minutes", + "category": "Software", + "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": "ny8500-nbxs09", + "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 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", "contract": "", @@ -1450,7 +1492,7 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Bribri Washington equivaluer edriophthalmian inwrapment", + "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", @@ -1460,7 +1502,7 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "updated firmware
", + "fix_notes": "ISP applied a fix on their side and mails are flowing smoothly again
", "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -1469,17 +1511,17 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000053", - "opened_at": "2024-09-10 23:08:13", + "number": "PRB0000055", + "opened_at": "2023-07-24 23:17:17", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Bow Ruggeri", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" }, "order": "", "parent": "", "priority": "5 - Planning", "problem_state": "Closed", - "reassignment_count": "", + "reassignment_count": "1", "related_incidents": "", "reopen_count": "0", "reopened_at": "", @@ -1491,24 +1533,24 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "unavenged shure Ed antennule Sinicize", + "short_description": "Email down", "sla_due": "UNKNOWN", "state": "Closed", - "subcategory": null, + "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:10:41", + "sys_created_on": "2023-07-24 23:19:00", "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": "05164252c0a80166006452a56ccd08a9", + "sys_id": "051e8f6cc0a8016600cdf7fd19e10414", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:45:55", - "task_effective_number": "PRB0000053", + "sys_updated_on": "2023-07-28 02:48:12", + "task_effective_number": "PRB0000055", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1528,7 +1570,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1540,28 +1581,34 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "cmdb_ci", - "assignment_group" + "urgency", + "impact", + "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 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_duration": "16801 Days", "business_service": "", - "calendar_duration": "", - "category": "Network", + "calendar_duration": "16801 Days 1 Minute", + "category": "Software", "cause_notes": null, "close_notes": "", - "closed_at": "", - "closed_by": "", - "cmdb_ci": "WIRELESS", + "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": "", @@ -1573,9 +1620,12 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "upcut inexcellence suprailiac knowable overpublic", + "description": "Odobenidae tetradynamian beardy pegmatite forechamber", "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": "", @@ -1592,46 +1642,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0001002", - "opened_at": "2018-10-04 19:57:26", + "number": "PRB0000105", + "opened_at": "2023-07-31 23:57:29", "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", + "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": "lastingness sematrope helichryse scriptor moorsman", + "short_description": "Email system is down again", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": "Wireless", + "state": "Closed", + "subcategory": "Email", "sys_class_name": "Problem", "sys_created_by": "admin", - "sys_created_on": "2018-10-04 19:57:39", + "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": "6632130c730123002728660c4cf6a734", + "sys_id": "0d036ce4532023004247ddeeff7b12a8", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:15:46", - "task_effective_number": "PRB0001002", + "sys_updated_on": "2023-07-31 23:59:05", + "task_effective_number": "PRB0000105", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1651,7 +1701,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1663,43 +1712,43 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "service_offering", - "category" + "cmdb_ci", + "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 A", - "assignment_group": "Problem Solving", - "business_duration": "16801 Days", + "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": "16801 Days 3 Minutes", + "calendar_duration": "", "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", + "cause_notes": "Sample cause notes
", + "close_notes": "", + "closed_at": "", "closed_by": "", - "cmdb_ci": "IronMail-SD-01", + "cmdb_ci": "Zoom V.92 USB Modem", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-12-30 09:39:07", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, - "contact_type": "Phone", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "untransubstantiated dexterity airfoil unmated tonetically", + "description": "Issue in connecting to internet using modem.", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1709,7 +1758,7 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "ISP applied a fix on their side and mails are flowing smoothly again
", + "fix_notes": null, "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -1718,46 +1767,46 @@ "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000055", - "opened_at": "2024-09-10 23:17:17", + "number": "PRB0001001", + "opened_at": "2018-10-07 06:06:53", "opened_by": { - "display_value": "Bow Ruggeri", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" + "display_value": "System Administrator", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "parent": "", "priority": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "1", - "related_incidents": "", + "problem_state": "Assess", + "reassignment_count": "0", + "related_incidents": "1", "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": "flatboat prorevolutionist archicleistogamy forfar subreputable", + "short_description": "Issue in connecting to internet using modem.", "sla_due": "UNKNOWN", - "state": "Closed", - "subcategory": "Email", + "state": "Assess", + "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "glide.maint", - "sys_created_on": "2024-09-10 23:19:00", + "sys_created_by": "admin", + "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": "051e8f6cc0a8016600cdf7fd19e10414", - "sys_mod_count": "2", + "sys_id": "a1e0f770734123002728660c4cf6a745", + "sys_mod_count": "11", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-14 02:48:12", - "task_effective_number": "PRB0000055", + "sys_updated_on": "2024-03-11 11:38:04", + "task_effective_number": "PRB0001001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", @@ -1769,15 +1818,14 @@ "work_notes": "", "work_notes_list": "", "work_start": "", - "workaround": null, - "workaround_applied": "false", + "workaround": "Sample workaround
", + "workaround_applied": "true", "workaround_communicated_at": "", "workaround_communicated_by": "" } }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1789,40 +1837,46 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "urgency", - "assignment_group" + "short_description", + "assignment_group", + "description" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", - "approval": "Not Yet Requested", + "approval": null, "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "assignment_group": "", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Network", + "category": "Database", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "WIRELESS", + "cmdb_ci": "ApplicationServerPeopleSoft", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", + "confirmed_at": "2021-11-19 15:48:36", + "confirmed_by": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "votively Pithoigia spouty biophagous myoparalysis", + "description": "The PeopleSoft Oracle instance is down (again).", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1839,20 +1893,20 @@ "knowledge": "false", "known_error": "false", "location": "", - "made_sla": "true", + "made_sla": "false", "major_problem": "false", - "number": "PRB0001000", - "opened_at": "2018-10-09 10:45:46", + "number": "PRB0000010", + "opened_at": "2021-06-04 15:55:28", "opened_by": { - "display_value": "System Administrator", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" + "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": "0", - "related_incidents": "0", + "problem_state": "Assess", + "reassignment_count": "", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1863,28 +1917,28 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "pentactine spinning tawn subabsolute nonpotential", + "short_description": "Oracle Down", "sla_due": "UNKNOWN", - "state": "New", - "subcategory": "VPN", + "state": "Assess", + "subcategory": "Oracle", "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2018-10-09 10:46:04", + "sys_created_by": "pat", + "sys_created_on": "2021-06-04 15:55:28", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "9ae30b6d730123002728660c4cf6a736", - "sys_mod_count": "1", + "sys_id": "9d4f87a3c6112287010ed0a5ccdcba04", + "sys_mod_count": "9", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2018-12-11 23:12:14", - "task_effective_number": "PRB0001000", + "sys_updated_on": "2023-07-27 22:57:58", + "task_effective_number": "PRB0000010", "time_worked": "", "universal_request": "", - "upon_approval": "Proceed to Next Task", - "upon_reject": "Cancel all future Tasks", + "upon_approval": null, + "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", @@ -1900,7 +1954,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -1913,42 +1966,45 @@ }, "task_fields": [ "short_description", - "impact", - "description" + "business_service", + "cmdb_ci" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Manager", - "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", - "cause_notes": "Server does not meet minimum specs to run the meeting server
", + "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": "2024-09-18 00:01:22", + "confirmed_at": "2023-11-12 09:39:07", "confirmed_by": { - "display_value": "Problem Manager", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/d3dbbf173b331300ad3cc9bb34efc466" + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, - "contact_type": null, + "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "unmechanized interconal Midlander eighty prevacate", + "description": "Lawson DB seems to be running slowly. Tried several things and need to find the root cause", "due_date": "", "duplicate_of": "", "escalation": "Normal", @@ -1958,27 +2014,27 @@ "fix_by": "", "fix_communicated_at": "", "fix_communicated_by": "", - "fix_notes": "\n\t\t\tUpgrade CPU and RAM to meet minimum specs
", + "fix_notes": null, "follow_up": "", "group_list": "", - "impact": "2 - Medium", + "impact": "3 - Low", "knowledge": "false", "known_error": "false", "location": "", "made_sla": "true", "major_problem": "false", - "number": "PRB0000106", - "opened_at": "2024-09-17 23:59:48", + "number": "PRB0000032", + "opened_at": "2023-07-24 23:06:17", "opened_by": { - "display_value": "Don Goodliffe", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" + "display_value": "Ron Kettering", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "order": "", "parent": "", - "priority": "2 - High", + "priority": "5 - Planning", "problem_state": "Root Cause Analysis", - "reassignment_count": "0", - "related_incidents": "0", + "reassignment_count": "1", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -1989,29 +2045,29 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "koda phthaleinometer predisposedly unblemishing parigenin", + "short_description": "Lawson DB seems to be running slowly", "sla_due": "UNKNOWN", "state": "Root Cause Analysis", - "subcategory": null, + "subcategory": "Oracle", "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-09-18 00:01:19", + "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": "36836028532023004247ddeeff7b12f1", - "sys_mod_count": "4", + "sys_id": "05147c3ec0a8016600da5b1a92269b3d", + "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": "2023-07-27 23:45:53", + "task_effective_number": "PRB0000032", "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": "", @@ -2026,7 +2082,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2039,8 +2094,8 @@ }, "task_fields": [ "short_description", - "cmdb_ci", - "category" + "category", + "urgency" ], "template_record": { "active": "true", @@ -2049,40 +2104,34 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", - "assignment_group": "", + "assigned_to": "", + "assignment_group": "Network", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Software", + "category": "Network", "cause_notes": null, "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "ny8500-nbxs09", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-01-07 15:48:36", - "confirmed_by": { - "display_value": "Problem Coordinator A", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" - }, - "contact_type": "Phone", + "confirmed_at": "", + "confirmed_by": "", + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "costispinal dharna clamworm drawoff cither", + "description": "Connections seem to be slow", "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": "", @@ -2094,20 +2143,20 @@ "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": "PRB0048021", + "opened_at": "2024-03-12 21:28:22", "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": "Assess", - "reassignment_count": "", - "related_incidents": "1", + "problem_state": "New", + "reassignment_count": "0", + "related_incidents": "0", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -2118,28 +2167,28 @@ "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "molybdous Philistinic gipser empoisonment incatenation", + "short_description": "Slow switching", "sla_due": "UNKNOWN", - "state": "Assess", + "state": "New", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "david.loo", - "sys_created_on": "2024-01-04 16:06:28", + "sys_created_by": "admin", + "sys_created_on": "2024-03-12 21:28:27", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "46fb0230a9fe198101a23f6712475e11", - "sys_mod_count": "6", + "sys_id": "8e7c8f5793b80e1071f773118bba1078", + "sys_mod_count": "0", "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": "2024-03-12 21:28:27", + "task_effective_number": "PRB0048021", "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": "", @@ -2155,7 +2204,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2167,9 +2215,9 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "category", - "assignment_group" + "assignment_group", + "cmdb_ci", + "description" ], "template_record": { "active": "true", @@ -2178,24 +2226,27 @@ "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator B", - "assignment_group": "", + "assigned_to": { + "display_value": "Problem Coordinator B", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + }, + "assignment_group": "Problem Solving", "business_duration": "", "business_service": "", "calendar_duration": "", - "category": "Hardware", - "cause_notes": null, + "category": "Software", + "cause_notes": "Siebel SFA does not support this version of Orcale
", "close_notes": "", "closed_at": "", "closed_by": "", - "cmdb_ci": "Dell PERC 2", + "cmdb_ci": "Sales Force Automation", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "2024-01-07 15:48:36", + "confirmed_at": "2023-05-23 16:48:36", "confirmed_by": { "display_value": "Problem Coordinator B", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/38cb3f173b331300ad3cc9bb34efc4d6" }, "contact_type": "Phone", "contract": "", @@ -2203,17 +2254,23 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "Bubastite hemometer Hesperid Schopenhauereanism Hamamelis", + "description": "Performance of the Siebel SFA software has been severely degraded since the upgrade performed this weekend. We moved to an unsupported Oracle DB version.", "due_date": "", "duplicate_of": "", - "escalation": "Normal", + "escalation": "High", "expected_start": "", - "first_reported_by_task": "", - "fix_at": "", - "fix_by": "", + "first_reported_by_task": { + "display_value": "INC0000046", + "link": "https://dev215901.service-now.com/api/now/table/task/a9e30c7dc61122760116894de7bcc7bd" + }, + "fix_at": "2024-03-11 08:24:51", + "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": "Upgrade to the latest version of Oracle
", "follow_up": "", "group_list": "", "impact": "3 - Low", @@ -2222,18 +2279,18 @@ "location": "", "made_sla": "false", "major_problem": "false", - "number": "PRB0000004", - "opened_at": "2024-01-04 16:40:42", + "number": "PRB0000006", + "opened_at": "2023-01-24 14:07:07", "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": "New", - "reassignment_count": "", - "related_incidents": "", + "problem_state": "Fix in Progress", + "reassignment_count": "1", + "related_incidents": "2", "reopen_count": "0", "reopened_at": "", "reopened_by": "", @@ -2241,27 +2298,30 @@ "resolved_at": "", "resolved_by": "", "review_outcome": "", - "rfc": "", + "rfc": { + "display_value": "CHG0000001", + "link": "https://dev215901.service-now.com/api/now/table/change_request/a9e9c33dc61122760072455df62663d2" + }, "route_reason": "", "service_offering": "", - "short_description": "bavin blanco alburnous anteorbital forsakenness", + "short_description": "Can't access SFA software", "sla_due": "UNKNOWN", - "state": "New", + "state": "Fix in Progress", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "admin", - "sys_created_on": "2024-01-04 16:40:42", + "sys_created_by": "ITIL User", + "sys_created_on": "2023-01-24 14:07:07", "sys_domain": { "display_value": "global", - "link": "https://dev224577.service-now.com/api/now/table/sys_user_group/global" + "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", - "sys_id": "471a5450a9fe198101f2054169e75bf4", - "sys_mod_count": "2", + "sys_id": "a9e4890bc6112276003d7a5a5c774a74", + "sys_mod_count": "27", "sys_tags": "", "sys_updated_by": "admin", - "sys_updated_on": "2024-09-13 03:32:16", - "task_effective_number": "PRB0000004", + "sys_updated_on": "2024-03-11 12:08:01", + "task_effective_number": "PRB0000006", "time_worked": "", "universal_request": "", "upon_approval": null, @@ -2281,7 +2341,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2293,35 +2352,38 @@ "urgency": "Urgency" }, "task_fields": [ + "service_offering", "short_description", - "urgency", - "category" + "impact" ], "template_record": { - "active": "true", + "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", - "assigned_to": "Problem Coordinator A", + "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": "", + "calendar_duration": "16801 Days 1 Minute", "category": "Software", - "cause_notes": null, - "close_notes": "", - "closed_at": "", + "cause_notes": "Switch to IPv6 caused IP issues
", + "close_notes": "needed latest patch - after patch all is well\n\t\t", + "closed_at": "2023-07-24 22:45:58", "closed_by": "", - "cmdb_ci": "", + "cmdb_ci": "EXCH-SD-05", "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" + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" }, "contact_type": "Phone", "contract": "", @@ -2329,72 +2391,69 @@ "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "somewhere velumen windore heavily gog", + "description": "Exchange server outage", "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": "", "fix_communicated_by": "", - "fix_notes": null, + "fix_notes": "needed latest patch - after patch all is well
", "follow_up": "", "group_list": "", "impact": "3 - Low", "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": "PRB0000051", + "opened_at": "2023-07-24 22:44:01", "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", + "problem_state": "Closed", "reassignment_count": "", - "related_incidents": "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": "stenochoria inequivalvular husband widowlike agility", + "short_description": "Exchange server outage", "sla_due": "UNKNOWN", - "state": "Assess", - "subcategory": null, + "state": "Closed", + "subcategory": "Email", "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 22:45:11", "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": "05001913c0a8016600161851785e5219", + "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": "2023-07-28 02:43:10", + "task_effective_number": "PRB0000051", "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": "", @@ -2410,7 +2469,6 @@ }, { "fields": { - "assigned_to": "Assigned to", "assignment_group": "Assignment group", "business_service": "Service", "category": "Category", @@ -2422,108 +2480,108 @@ "urgency": "Urgency" }, "task_fields": [ - "short_description", - "assignment_group", - "cmdb_ci" + "service_offering", + "urgency", + "category" ], "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 Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, "assignment_group": "", - "business_duration": "91 Days 8 Hours 52 Minutes", + "business_duration": "", "business_service": "", - "calendar_duration": "384 Days 6 Hours 49 Minutes", + "calendar_duration": "", "category": "Hardware", - "cause_notes": null, - "close_notes": "This is a Service Catalog item request", - "closed_at": "2025-01-22 22:56:41", - "closed_by": { - "display_value": "Cathy Brown", - "link": "https://dev224577.service-now.com/api/now/table/sys_user/9404cfcd531352104d8731f0a0490e8b" - }, - "cmdb_ci": "", + "cause_notes": "Unknown user changes caused performance issues
", + "close_notes": "", + "closed_at": "", + "closed_by": "", + "cmdb_ci": "Windows", "comments": "", "comments_and_work_notes": "", "company": "", - "confirmed_at": "", - "confirmed_by": "", - "contact_type": "Phone", + "confirmed_at": "2023-09-12 10:39:07", + "confirmed_by": { + "display_value": "Problem Coordinator A", + "link": "https://dev215901.service-now.com/api/now/table/sys_user/73ab3f173b331300ad3cc9bb34efc4df" + }, + "contact_type": null, "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", - "description": "disseizee homrai pharyngitis Terpsichore gest", + "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", "expected_start": "", - "first_reported_by_task": { - "display_value": "INC0000020", - "link": "https://dev224577.service-now.com/api/now/table/task/46edaa6aa9fe198101b9d14ced16619f" - }, + "first_reported_by_task": "", "fix_at": "", "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": "PRB0000003", - "opened_at": "2024-01-04 16:07:08", + "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": "5 - Planning", - "problem_state": "Closed", - "reassignment_count": "", - "related_incidents": "1", + "problem_state": "Resolved", + "reassignment_count": "1", + "related_incidents": "", "reopen_count": "0", "reopened_at": "", "reopened_by": "", - "resolution_code": "Canceled", + "resolution_code": "Fix Applied", "resolved_at": "", "resolved_by": "", "review_outcome": "", "rfc": "", "route_reason": "", "service_offering": "", - "short_description": "cackle theromorphological footstick incapacitate jauntiness", + "short_description": "My laptop is performing very badly", "sla_due": "UNKNOWN", - "state": "Closed", + "state": "Resolved", "subcategory": null, "sys_class_name": "Problem", - "sys_created_by": "david.loo", - "sys_created_on": "2024-01-04 16:07:08", + "sys_created_by": "admin", + "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": "46fb9e31a9fe198101492060c2a4f8cb", - "sys_mod_count": "8", + "sys_id": "1998e51967b032004792adab9485effa", + "sys_mod_count": "3", "sys_tags": "", - "sys_updated_by": "Rachel.Patterson.9869", - "sys_updated_on": "2025-01-23 04:40:08", - "task_effective_number": "PRB0000003", + "sys_updated_by": "admin", + "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": "", @@ -2531,8 +2589,8 @@ "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": "" }