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She will need to be set up with a desk, laptop, phone, email account, and systems access.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": { "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000021", "opened_at": "2023-07-16 16:52:01", "opened_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "New employee hire", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "david.loo", "sys_created_on": "2023-07-22 16:52:18", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46ee0924a9fe198100f1cf78c198454a", "sys_mod_count": "8", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:56:12", "task_effective_number": "INC0000021", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "close_code", "knowledge", "description", "business_service", "problem_id", "parent_incident", "close_notes", "caused_by", "service_offering" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "0 Seconds", "business_impact": "", "business_service": "", "business_stc": "0", "calendar_duration": "1 Minute", "calendar_stc": "114", "caller_id": "David Miller", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "1", "close_code": "Resolved by change", "close_notes": "This is not an issue with the USB port. Replaced the headset to resolve the issue.", "closed_at": "2018-12-09 19:29:08", "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": "", "contact_type": "Chat", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "My computer is not detecting the headphone device. It could be an issue with the USB port.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "2 - Medium", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0009002", "opened_at": "2018-09-16 05:49:23", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "2018-09-16 05:51:17", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "My computer is not detecting the headphone device", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-09-16 05:50:05", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "1c832706732023002728660c4cf6a7b9", "sys_mod_count": "9", "sys_tags": "", "sys_updated_by": "system", "sys_updated_on": "2023-10-10 16:19:00", "task_effective_number": "INC0009002", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "category", "close_notes", "caused_by", "impact", "knowledge", "close_code", "cmdb_ci", "service_offering", "problem_id" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Beth Anglin", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" }, "assignment_group": "Software", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Joe Employee", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by caller", "close_notes": "bosker excluding disencumberment anacanth redundantly", "closed_at": "", "closed_by": "", "cmdb_ci": "*JEMPLOYEE-IBM", "comments": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", "comments_and_work_notes": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Can't connect to email from my laptop.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "2 - Medium", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000047", "opened_at": "2023-09-18 13:53:18", "opened_by": { "display_value": "Joe Employee", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "3 - Moderate", "problem_id": "", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Issue with email", "sla_due": "2023-10-09 13:53:18", "state": "In Progress", "subcategory": "Email", "sys_class_name": "Incident", "sys_created_by": "employee", "sys_created_on": "2023-09-18 13:53:47", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a9a16740c61122760004fe9095b7ddca", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:51:52", "task_effective_number": "INC0000047", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "2 - Medium", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "category", "service_offering", "description", "rfc", "caused_by", "urgency", "knowledge", "assignment_group", "impact" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Problem CoordinatorATF", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "Resolved by change", "close_notes": "sigillariaceous archoptoma afortiori Capetian unabrupt", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": "", "contact_type": "Chat", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to access the personal details section in payroll portal", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Problem", "impact": "3 - Low", "incident_state": "On Hold", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0001990", "opened_at": "2020-06-07 09:02:25", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "PRB0001001", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Unable to access the personal details section in payroll portal", "sla_due": "UNKNOWN", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2020-06-07 09:03:43", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "a2496c05731110107418660c4cf6a711", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2020-06-07 09:04:34", "task_effective_number": "INC0001990", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "category", "assignment_group", "business_service", "knowledge", "rfc", "number", "resolved_by", "impact", "problem_id" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "assignment_group": "Service Desk", "business_duration": "23 Days 12 Hours 58 Minutes", "business_impact": "", "business_service": "", "business_stc": "2,033,892", "calendar_duration": "98 Days 19 Hours 58 Minutes", "calendar_stc": "8,539,092", "caller_id": "Rick Berzle", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "No resolution provided", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-07 16:58:58", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Hard drive is still making grinding and clicking noises and now I can't delete a file. I've tried to delete it 3 times.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000028", "opened_at": "2023-07-02 16:58:00", "opened_by": { "display_value": "Rick Berzle", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "2", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "My disk is still having issues. Can't delete a file", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-22 16:58:44", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46f3ee0ea9fe198100c5c0e53d5abe0b", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:15:31", "task_effective_number": "INC0000028", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "contact_type", "parent_incident", "problem_id", "close_notes", "rfc", "description", "number", "impact", "caused_by" ], "template_record": { "active": "true", "activity_due": "2018-12-13 01:18:55", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "0", "close_code": "Resolved by caller", "close_notes": "backslap chirotype soberer withheld pickeer", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n", "company": "", "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Unable to send or receive emails.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0009005", "opened_at": "2018-08-31 21:35:21", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Email server is down.", "sla_due": "UNKNOWN", "state": "New", "subcategory": "Email", "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-08-31 21:35:45", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "ed92e8d173d023002728660c4cf6a7bc", "sys_mod_count": "3", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2018-12-12 23:18:55", "task_effective_number": "INC0009005", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "cmdb_ci", "problem_id", "rfc", "contact_type", "impact", "resolved_by", "category", "knowledge", "close_code" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:37:05", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Beth Anglin", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" }, "assignment_group": "Hardware", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Jerrod Bennett", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by change", "close_notes": "ostein panoram orsellic megadynamics outworth", "closed_at": "", "closed_by": "", "cmdb_ci": "EXCH-SD-05", "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Can't connect to Exchange. Login credentials and network connection are working though.", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000050", "opened_at": "2023-09-18 14:58:24", "opened_by": { "display_value": "", "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Can't access Exchange server - is it down?", "sla_due": "2025-05-20 22:58:24", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "glide.maint", "sys_created_on": "2023-09-18 11:05:40", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:49:40", "task_effective_number": "INC0000050", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "knowledge", "caused_by", "impact", "description", "parent_incident", "cmdb_ci", "resolved_by", "category", "problem_id" ], "template_record": { "active": "true", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Fred Luddy", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" }, "assignment_group": "", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Joe Employee", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Duplicate", "close_notes": "unsad benzanilide borstall uroscopic agnostically", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Tried to connect to SAP and all I see is a \"Connecting\u2026.\" message but nothing else happens.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - 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Restarting the PC fixes this.", "closed_at": "2024-03-09 12:15:12", "closed_by": { "display_value": "Ron Kettering", "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913" }, "cmdb_ci": "*BETH-IBM", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Walk-in", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "panegoist shanachas anguria disbarment Cueva", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000601", "opened_at": "2023-10-05 02:42:59", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "PRB0000109", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-08 04:09:56", "resolved_by": "Ron Kettering", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "The USB port on my PC stopped working", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2023-10-05 02:43:10", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "9e7f9864532023004247ddeeff7b121f", "sys_mod_count": "2", "sys_tags": "", "sys_updated_by": "system", "sys_updated_on": "2024-03-09 12:15:12", "task_effective_number": "INC0000601", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "rfc", "business_service", "caused_by", "problem_id", "close_notes", "impact", "category", "contact_type", "service_offering" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Luke Wilson", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886" }, "assignment_group": "Network", "business_duration": "20 Days 4 Hours 22 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,743,744", "calendar_duration": "84 Days 19 Hours 22 Minutes", "calendar_stc": "7,327,344", "caller_id": "Carol Coughlin", "category": "Inquiry / Help", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Solution provided", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-20 17:34:21", "closed_by": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "cmdb_ci": "DatabaseServer2", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Experiencing connection issues. 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Need to do some further research.\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Nothing loads in the application. Is there an outage?", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Caller", "impact": "1 - High", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "153 South Sierra Avenue, Solana Beach,CA", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000054", "opened_at": "2015-11-02 12:49:08", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000011", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "SAP Materials Management is slow or there is an outage", "sla_due": "2015-11-02 04:45:24", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "itil", "sys_created_on": "2015-11-02 12:49:08", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d71da88ac0a801670061eabfe4b28f77", "sys_mod_count": "95", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2015-11-24 07:47:36", "task_effective_number": "INC0000054", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "category", "impact", "knowledge", "problem_id", "parent_incident", "description", "business_service", "service_offering", "close_code" ], "template_record": { "active": "true", "activity_due": "2024-03-11 11:16:28", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "Openspace", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "David Miller", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "1", "close_code": "Solution provided", "close_notes": "optometer bambocciade decorated hyponymous inirritative", "closed_at": "", "closed_by": "", "cmdb_ci": "", "comments": "", "comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", "company": "", "contact_type": "Self-service", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Employee payroll application server is down.Not able to login with valid credentials.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "New", "knowledge": "false", "location": "", "made_sla": "true", "notify": "Do Not Notify", "number": "INC0007001", "opened_at": "2018-10-16 22:47:10", "opened_by": { "display_value": "System Administrator", "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "", "reassignment_count": "0", "reopen_count": "0", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Employee payroll application server is down.", "sla_due": "UNKNOWN", "state": "New", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "admin", "sys_created_on": "2018-10-16 22:47:45", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "f12ca184735123002728660c4cf6a7ef", "sys_mod_count": "13", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2024-03-11 09:16:28", "task_effective_number": "INC0007001", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "cmdb_ci", "parent_incident", "close_notes", "rfc", "urgency", "problem_id", "business_service", "close_code", "category" ], "template_record": { "active": "true", "activity_due": "2015-11-24 09:47:36", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": "", "assignment_group": "Service Desk", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Christen Mitchell", "category": "Software", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by problem", "close_notes": "renourish spongily stenothermal Walpolean diarthrodial", "closed_at": "", "closed_by": "", "cmdb_ci": "SAP Materials Management", "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n", "comments_and_work_notes": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Nothing loads in the application. Is there an outage?", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "Awaiting Caller", "impact": "1 - High", "incident_state": "On Hold", "knowledge": "false", "location": { "display_value": "153 South Sierra Avenue, Solana Beach,CA", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000054", "opened_at": "2015-11-02 12:49:08", "opened_by": { "display_value": "ITIL User", "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "PRB0000011", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "SAP Materials Management is slow or there is an outage", "sla_due": "2015-11-02 04:45:24", "state": "On Hold", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "itil", "sys_created_on": "2015-11-02 12:49:08", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "d71da88ac0a801670061eabfe4b28f77", "sys_mod_count": "95", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2015-11-24 07:47:36", "task_effective_number": "INC0000054", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "impact", "urgency", "category", "contact_type", "close_notes", "problem_id", "resolved_by", "description", "number" ], "template_record": { "active": "false", "activity_due": "UNKNOWN", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "David Loo", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" }, "assignment_group": "Network", "business_duration": "19 Days 20 Hours 55 Minutes", "business_impact": "", "business_service": "", "business_stc": "1,716,900", "calendar_duration": "83 Days 19 Hours 55 Minutes", "calendar_stc": "7,242,900", "caller_id": "Rick Berzle", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Workaround provided", "close_notes": "Closed before close notes were made mandatory", "closed_at": "2023-07-17 18:02:14", "closed_by": { "display_value": "Don Goodliffe", "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" }, "cmdb_ci": "", "comments": "", "comments_and_work_notes": "", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Can't connect to wifi. Keep getting \"unable to join network\" message.", "due_date": "", "escalation": "Normal", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "3 - Low", "incident_state": "Closed", "knowledge": "false", "location": "", "made_sla": "false", "notify": "Do Not Notify", "number": "INC0000030", "opened_at": "2023-07-17 17:01:12", "opened_by": { "display_value": "Rick Berzle", "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "5 - Planning", "problem_id": "", "reassignment_count": "1", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "2023-10-09 12:56:12", "resolved_by": "System Administrator", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Lost connection to the wireless network", "sla_due": "UNKNOWN", "state": "Closed", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "don.goodliffe", "sys_created_on": "2023-07-22 17:02:01", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "46f6ede0a9fe198100e10154c34a0c2a", "sys_mod_count": "6", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 13:15:37", "task_effective_number": "INC0000030", "time_worked": "", "universal_request": "", "upon_approval": null, "upon_reject": null, "urgency": "3 - Low", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } }, { "fields": { "assignment_group": "Assignment group", "business_service": "Service", "caller_id": "Caller", "category": "Category", "caused_by": "Caused by Change", "close_code": "Resolution code", "close_notes": "Resolution notes", "cmdb_ci": "Configuration item", "contact_type": "Channel", "description": "Description", "impact": "Impact", "knowledge": "Knowledge", "number": "Number", "parent_incident": "Parent Incident", "problem_id": "Problem", "resolved_by": "Resolved by", "rfc": "Change Request", "service_offering": "Service offering", "short_description": "Short description", "urgency": "Urgency" }, "task_fields": [ "short_description", "caller_id", "urgency", "rfc", "contact_type", "number", "category", "service_offering", "cmdb_ci", "parent_incident", "assignment_group" ], "template_record": { "active": "true", "activity_due": "2023-10-09 14:37:05", "additional_assignee_list": "", "approval": "Not Yet Requested", "approval_history": "", "approval_set": "", "assigned_to": { "display_value": "Beth Anglin", "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666" }, "assignment_group": "Hardware", "business_duration": "", "business_impact": "", "business_service": "", "business_stc": "", "calendar_duration": "", "calendar_stc": "", "caller_id": "Jerrod Bennett", "category": "Hardware", "cause": "", "caused_by": "", "child_incidents": "", "close_code": "Resolved by caller", "close_notes": "overhappy unrequitedness faceted glycolysis weldment", "closed_at": "", "closed_by": "", "cmdb_ci": "EXCH-SD-05", "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n", "company": { "display_value": "ACME North America", "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" }, "contact_type": "Phone", "contract": "", "correlation_display": "", "correlation_id": "", "delivery_plan": "", "delivery_task": "", "description": "Can't connect to Exchange. Login credentials and network connection are working though.", "due_date": "", "escalation": "Overdue", "expected_start": "", "follow_up": "", "group_list": "", "hold_reason": "", "impact": "1 - High", "incident_state": "In Progress", "knowledge": "false", "location": { "display_value": "San Diego", "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" }, "made_sla": "true", "notify": "Do Not Notify", "number": "INC0000050", "opened_at": "2023-09-18 14:58:24", "opened_by": { "display_value": "", "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint" }, "order": "", "origin_id": "", "origin_table": "", "parent": "", "parent_incident": "", "priority": "1 - Critical", "problem_id": "", "reassignment_count": "0", "reopen_count": "", "reopened_by": "", "reopened_time": "", "resolved_at": "", "resolved_by": "", "rfc": "", "route_reason": "", "service_offering": "", "severity": "3 - Low", "short_description": "Can't access Exchange server - is it down?", "sla_due": "2025-05-20 22:58:24", "state": "In Progress", "subcategory": null, "sys_class_name": "Incident", "sys_created_by": "glide.maint", "sys_created_on": "2023-09-18 11:05:40", "sys_domain": { "display_value": "global", "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" }, "sys_domain_path": "/", "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3", "sys_mod_count": "5", "sys_tags": "", "sys_updated_by": "admin", "sys_updated_on": "2023-10-09 12:49:40", "task_effective_number": "INC0000050", "time_worked": "", "universal_request": "", "upon_approval": "Proceed to Next Task", "upon_reject": "Cancel all future Tasks", "urgency": "1 - High", "user_input": "", "watch_list": "", "work_end": "", "work_notes": "", "work_notes_list": "", "work_start": "" } } ]