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| "description": "We have a new hire starting on Monday. She will need to be set up with a desk, laptop, phone, email account, and systems access.", |
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| "display_value": "2617 South Robinson Avenue, Oklahoma City,OK", |
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| "time_worked": "", |
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| "upon_approval": null, |
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| { |
| "fields": { |
| "assignment_group": "Assignment group", |
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| "caller_id", |
| "close_code", |
| "knowledge", |
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| "business_service", |
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| "parent_incident", |
| "close_notes", |
| "caused_by", |
| "service_offering" |
| ], |
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| "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" |
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| "cmdb_ci": "", |
| "comments": "", |
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| "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", |
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| "order": "", |
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| "origin_table": "", |
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| "priority": "3 - Moderate", |
| "problem_id": "", |
| "reassignment_count": "0", |
| "reopen_count": "0", |
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| "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", |
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| "display_value": "Don Goodliffe", |
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| "opened_at": "2023-07-02 16:58:00", |
| "opened_by": { |
| "display_value": "Rick Berzle", |
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| "resolved_at": "2023-10-09 12:56:12", |
| "resolved_by": "System Administrator", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
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| "short_description": "My disk is still having issues. Can't delete a file", |
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| "upon_approval": null, |
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| { |
| "fields": { |
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| "business_service": "Service", |
| "caller_id": "Caller", |
| "category": "Category", |
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| "close_code": "Resolution code", |
| "close_notes": "Resolution notes", |
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| "active": "true", |
| "activity_due": "2018-12-13 01:18:55", |
| "additional_assignee_list": "", |
| "approval": "Not Yet Requested", |
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| "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", |
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| "opened_at": "2018-08-31 21:35:21", |
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| "order": "", |
| "origin_id": "", |
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| "parent_incident": "", |
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| "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", |
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| "parent_incident": "Parent Incident", |
| "problem_id": "Problem", |
| "resolved_by": "Resolved by", |
| "rfc": "Change Request", |
| "service_offering": "Service offering", |
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| ], |
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| "active": "true", |
| "activity_due": "2023-10-09 14:37:05", |
| "additional_assignee_list": "", |
| "approval": "Not Yet Requested", |
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| "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" |
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| "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" |
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| "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" |
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| "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", |
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| "display_value": "global", |
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| "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", |
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| "assigned_to": { |
| "display_value": "Fred Luddy", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" |
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| "assignment_group": "", |
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| "calendar_duration": "", |
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| "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": "", |
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| "company": { |
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| "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": "", |
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| "follow_up": "", |
| "group_list": "", |
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| "impact": "1 - High", |
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| "location": "", |
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| "opened_at": "2023-07-11 17:47:08", |
| "opened_by": { |
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| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Can't log into SAP from my laptop today", |
| "sla_due": "UNKNOWN", |
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| "sys_class_name": "Incident", |
| "sys_created_by": "employee", |
| "sys_created_on": "2023-07-11 17:47:11", |
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| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2023-10-09 12:52:03", |
| "task_effective_number": "INC0000044", |
| "time_worked": "", |
| "universal_request": "", |
| "upon_approval": null, |
| "upon_reject": null, |
| "urgency": "2 - Medium", |
| "user_input": "", |
| "watch_list": "", |
| "work_end": "", |
| "work_notes": "", |
| "work_notes_list": "", |
| "work_start": "" |
| } |
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| { |
| "fields": { |
| "assignment_group": "Assignment group", |
| "business_service": "Service", |
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| "service_offering": "Service offering", |
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| "template_record": { |
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| "calendar_stc": "", |
| "caller_id": "System Administrator", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "0", |
| "close_code": "Resolved by problem", |
| "close_notes": "hematolymphangioma hydrospire presagient photogrammetric symphoricarpous", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "", |
| "comments": "", |
| "comments_and_work_notes": "", |
| "company": "", |
| "contact_type": "Chat", |
| "contract": "", |
| "correlation_display": "", |
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| "delivery_plan": "", |
| "delivery_task": "", |
| "description": "twinberry topically Ptilonorhynchinae sundari fusoid", |
| "due_date": "", |
| "escalation": "Normal", |
| "expected_start": "", |
| "follow_up": "", |
| "group_list": "", |
| "hold_reason": "", |
| "impact": "3 - Low", |
| "incident_state": "New", |
| "knowledge": "false", |
| "location": "", |
| "made_sla": "true", |
| "notify": "Do Not Notify", |
| "number": "INC0008111", |
| "opened_at": "2019-07-22 14:04:57", |
| "opened_by": { |
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| "order": "", |
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| "priority": "5 - Planning", |
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| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "ATF : Test1", |
| "sla_due": "UNKNOWN", |
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| "sys_class_name": "Incident", |
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| "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", |
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| "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": "", |
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| "service_offering": "", |
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| "task_effective_number": "INC0007001", |
| "time_worked": "", |
| "universal_request": "", |
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| "upon_reject": "Cancel all future Tasks", |
| "urgency": "1 - High", |
| "user_input": "", |
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| "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", |
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| "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", |
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| "company": { |
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| "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": "" |
| } |
| } |
| ] |
