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| "closed_at": "", |
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| "comments": "", |
| "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", |
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| "sys_updated_on": "2018-12-12 23:32:42", |
| "task_effective_number": "INC0009001", |
| "time_worked": "", |
| "universal_request": "", |
| "upon_approval": "Proceed to Next Task", |
| "upon_reject": "Cancel all future Tasks", |
| "urgency": "2 - Medium", |
| "user_input": "", |
| "watch_list": "", |
| "work_end": "", |
| "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", |
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| "assigned_to": "", |
| "assignment_group": "Software", |
| "business_duration": "", |
| "business_impact": "", |
| "business_service": "", |
| "business_stc": "", |
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| "calendar_stc": "", |
| "caller_id": "Bud Richman", |
| "category": "Software", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "Resolved by caller", |
| "close_notes": "takin discontinuer lherzolite gymnosophist menometastasis", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "Sales Force Automation", |
| "comments": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", |
| "comments_and_work_notes": "2023-09-18 15:05:30 - System Administrator (Additional comments)\nSystem seems to be lagging and can't login\n\n", |
| "company": "", |
| "contact_type": "Phone", |
| "contract": "", |
| "correlation_display": "", |
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| "delivery_plan": "", |
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| "description": "Unable to login to SFA even though login credentials are correct.", |
| "due_date": "", |
| "escalation": "Normal", |
| "expected_start": "", |
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| "group_list": "", |
| "hold_reason": "", |
| "impact": "1 - High", |
| "incident_state": "New", |
| "knowledge": "false", |
| "location": { |
| "display_value": "324 South State Street, Salt Lake City,UT", |
| "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba" |
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| "made_sla": "false", |
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| "opened_by": { |
| "display_value": "Bud Richman", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" |
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| "priority": "3 - Moderate", |
| "problem_id": "PRB0000006", |
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| "resolved_by": "", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Can't access SFA software", |
| "sla_due": "2023-09-27 15:04:15", |
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| "sys_tags": "", |
| "sys_updated_by": "glide.maint", |
| "sys_updated_on": "2023-09-17 15:37:27", |
| "task_effective_number": "INC0000046", |
| "time_worked": "", |
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| "urgency": "3 - Low", |
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| "work_notes_list": "", |
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| { |
| "fields": { |
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| "caller_id": "Problem CoordinatorATF", |
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| "cause": "", |
| "caused_by": "", |
| "child_incidents": "0", |
| "close_code": "User error", |
| "close_notes": "Murillo Tonna anagrammatically each umpirage", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "", |
| "comments": "", |
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| "company": "", |
| "contact_type": "Walk-in", |
| "contract": "", |
| "correlation_display": "", |
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| "delivery_plan": "", |
| "delivery_task": "", |
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| "escalation": "Normal", |
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| "group_list": "", |
| "hold_reason": "Awaiting Problem", |
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| "knowledge": "false", |
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| "opened_at": "2020-06-07 09:02:25", |
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| "resolved_by": "", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
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| "sla_due": "UNKNOWN", |
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| "sys_class_name": "Incident", |
| "sys_created_by": "admin", |
| "sys_created_on": "2020-06-07 09:03:43", |
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| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
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| "sys_id": "a2496c05731110107418660c4cf6a711", |
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| "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": "", |
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| "work_end": "", |
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| { |
| "fields": { |
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| "caller_id": "Bud Richman", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "Resolved by problem", |
| "close_notes": "wagonable odontoplast overgratefully creaker without", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "WEBSERVER", |
| "comments": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", |
| "comments_and_work_notes": "2023-10-02 16:12:43 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:43:54 - System Administrator (Additional comments)\nJavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t\n\n", |
| "company": { |
| "display_value": "ACME North America", |
| "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" |
| }, |
| "contact_type": "Phone", |
| "contract": "", |
| "correlation_display": "", |
| "correlation_id": "", |
| "delivery_plan": "", |
| "delivery_task": "", |
| "description": "Seeing JavaScript error message on hiring page on Explorer and Firefox.", |
| "due_date": "", |
| "escalation": "Normal", |
| "expected_start": "", |
| "follow_up": "", |
| "group_list": "", |
| "hold_reason": "Awaiting Caller", |
| "impact": "2 - Medium", |
| "incident_state": "On Hold", |
| "knowledge": "false", |
| "location": { |
| "display_value": "1050 Sunnyview Road Northeast, Salem,OR", |
| "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc" |
| }, |
| "made_sla": "false", |
| "notify": "Do Not Notify", |
| "number": "INC0000040", |
| "opened_at": "2023-07-11 17:42:45", |
| "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": "1", |
| "reopen_count": "", |
| "reopened_by": "", |
| "reopened_time": "", |
| "resolved_at": "", |
| "resolved_by": "", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "JavaScript error on hiring page of corporate website", |
| "sla_due": "UNKNOWN", |
| "state": "On Hold", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "admin", |
| "sys_created_on": "2023-07-11 17:43:54", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "471d4732a9fe198100affbf655e59172", |
| "sys_mod_count": "5", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2023-10-09 12:46:30", |
| "task_effective_number": "INC0000040", |
| "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": "" |
| } |
| }, |
| { |
| "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", |
| "service_offering", |
| "resolved_by", |
| "assignment_group", |
| "close_notes", |
| "number", |
| "knowledge", |
| "caused_by", |
| "rfc", |
| "description", |
| "close_code", |
| "impact", |
| "problem_id", |
| "category", |
| "business_service", |
| "urgency", |
| "contact_type" |
| ], |
| "template_record": { |
| "active": "false", |
| "activity_due": "2023-10-02 16:58:36", |
| "additional_assignee_list": "", |
| "approval": "Not Yet Requested", |
| "approval_history": "", |
| "approval_set": "", |
| "assigned_to": { |
| "display_value": "Bud Richman", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7" |
| }, |
| "assignment_group": "", |
| "business_duration": "26 Days 15 Hours 14 Minutes", |
| "business_impact": "", |
| "business_service": "", |
| "business_stc": "2,301,243", |
| "calendar_duration": "109 Days 23 Hours 36 Minutes", |
| "calendar_stc": "9,502,588", |
| "caller_id": "Bow Ruggeri", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "User error", |
| "close_notes": "Done", |
| "closed_at": "2023-10-10 16:19:01", |
| "closed_by": { |
| "display_value": "System Administrator", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441" |
| }, |
| "cmdb_ci": "", |
| "comments": "2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n", |
| "comments_and_work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \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": "Logged in and didn't see my home directory. Logged out and back in again and it's still not appearing. I'm completely blocked until this is resolved.", |
| "due_date": "", |
| "escalation": "Normal", |
| "expected_start": "", |
| "follow_up": "", |
| "group_list": "", |
| "hold_reason": "", |
| "impact": "1 - High", |
| "incident_state": "Closed", |
| "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": "INC0000014", |
| "opened_at": "2023-06-14 16:37:35", |
| "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": "1", |
| "reopen_count": "", |
| "reopened_by": "", |
| "reopened_time": "", |
| "resolved_at": "2023-10-02 16:14:03", |
| "resolved_by": "System Administrator", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Missing my home directory", |
| "sla_due": "UNKNOWN", |
| "state": "Closed", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "admin", |
| "sys_created_on": "2023-07-11 16:38:40", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "46e18c0fa9fe19810066a0083f76bd56", |
| "sys_mod_count": "33", |
| "sys_tags": "", |
| "sys_updated_by": "system", |
| "sys_updated_on": "2023-10-10 16:19:01", |
| "task_effective_number": "INC0000014", |
| "time_worked": "", |
| "universal_request": "", |
| "upon_approval": null, |
| "upon_reject": null, |
| "urgency": "1 - High", |
| "user_input": "", |
| "watch_list": "", |
| "work_end": "", |
| "work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\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", |
| "service_offering", |
| "parent_incident", |
| "urgency", |
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| "description", |
| "cmdb_ci", |
| "category", |
| "business_service", |
| "caused_by", |
| "rfc", |
| "resolved_by", |
| "number", |
| "problem_id", |
| "impact", |
| "close_code", |
| "contact_type" |
| ], |
| "template_record": { |
| "active": "true", |
| "activity_due": "2023-10-09 14:44:05", |
| "additional_assignee_list": "", |
| "approval": "Not Yet Requested", |
| "approval_history": "", |
| "approval_set": "", |
| "assigned_to": { |
| "display_value": "ITIL User", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" |
| }, |
| "assignment_group": "", |
| "business_duration": "1 Day 2 Hours 4 Minutes", |
| "business_impact": "", |
| "business_service": "", |
| "business_stc": "93,885", |
| "calendar_duration": "4 Days 3 Minutes", |
| "calendar_stc": "345,805", |
| "caller_id": "Fred Luddy", |
| "category": "Software", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "Resolved by caller", |
| "close_notes": "plappert adenometritis irresolvedly werf idioelectric", |
| "closed_at": "2023-07-11 16:59:20", |
| "closed_by": "", |
| "cmdb_ci": "Windows XP Hotfix (SP2) Q817606", |
| "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": "The hotfix was installed on my PC and now some of my applications have stopped working. Can I roll back to the previous version?", |
| "due_date": "", |
| "escalation": "Normal", |
| "expected_start": "", |
| "follow_up": "", |
| "group_list": "", |
| "hold_reason": "", |
| "impact": "1 - High", |
| "incident_state": "In Progress", |
| "knowledge": "false", |
| "location": { |
| "display_value": "Five Points 2009 Fairview RD, Raleigh, NC", |
| "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8" |
| }, |
| "made_sla": "false", |
| "notify": "Do Not Notify", |
| "number": "INC0000027", |
| "opened_at": "2023-07-07 16:55:55", |
| "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": "2 - High", |
| "problem_id": "", |
| "reassignment_count": "1", |
| "reopen_count": "", |
| "reopened_by": "", |
| "reopened_time": "", |
| "resolved_at": "", |
| "resolved_by": "", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Please remove the latest hotfix from my PC", |
| "sla_due": "UNKNOWN", |
| "state": "In Progress", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "david.loo", |
| "sys_created_on": "2023-07-11 16:59:52", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "46f4f4dfa9fe198100063e60278f76ec", |
| "sys_mod_count": "10", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2023-10-09 12:52:24", |
| "task_effective_number": "INC0000027", |
| "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": "" |
| } |
| }, |
| { |
| "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", |
| "assignment_group", |
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| "close_code", |
| "rfc", |
| "knowledge", |
| "caused_by", |
| "category", |
| "service_offering", |
| "cmdb_ci", |
| "description", |
| "parent_incident", |
| "resolved_by", |
| "number" |
| ], |
| "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": "Resolved by change", |
| "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. Unable to create connection to data source.", |
| "due_date": "", |
| "escalation": "Normal", |
| "expected_start": "", |
| "follow_up": "", |
| "group_list": "", |
| "hold_reason": "", |
| "impact": "3 - Low", |
| "incident_state": "Closed", |
| "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": "INC0000036", |
| "opened_at": "2023-07-16 17:33:49", |
| "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 12:56:13", |
| "resolved_by": "System Administrator", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Issue with networking", |
| "sla_due": "UNKNOWN", |
| "state": "Closed", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "david.loo", |
| "sys_created_on": "2023-07-22 17:34:28", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "4714a2aca9fe198100ecabacf6273482", |
| "sys_mod_count": "6", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2023-10-09 12:57:58", |
| "task_effective_number": "INC0000036", |
| "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", |
| "assignment_group", |
| "close_code", |
| "cmdb_ci", |
| "impact", |
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| "contact_type", |
| "number", |
| "business_service", |
| "urgency", |
| "description", |
| "service_offering", |
| "resolved_by", |
| "caused_by", |
| "rfc", |
| "knowledge", |
| "parent_incident" |
| ], |
| "template_record": { |
| "active": "false", |
| "activity_due": "UNKNOWN", |
| "additional_assignee_list": "", |
| "approval": "Not Yet Requested", |
| "approval_history": "", |
| "approval_set": "", |
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| "problem_id": "PRB0000007", |
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| "resolved_by": "System Administrator", |
| "rfc": "", |
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| "short_description": "Can't read email", |
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| { |
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| "assignment_group": "Assignment group", |
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| "display_value": "Bud Richman", |
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| "business_stc": "1,751,222", |
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| "caller_id": "Fred Luddy", |
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| "cause": "", |
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| "close_code": "Resolved by problem", |
| "close_notes": "Walked him through settng his password, again.", |
| "closed_at": "2023-07-17 17:40:24", |
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| "display_value": "Don Goodliffe", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" |
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| "company": "", |
| "contact_type": "Chat", |
| "contract": "", |
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| "correlation_id": "", |
| "delivery_plan": "", |
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| "description": "User forgot their email password.", |
| "due_date": "", |
| "escalation": "Moderate", |
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| "follow_up": "", |
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| "hold_reason": "", |
| "impact": "1 - High", |
| "incident_state": "Closed", |
| "knowledge": "false", |
| "location": "", |
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| "notify": "Do Not Notify", |
| "number": "INC0000004", |
| "opened_at": "2023-07-16 15:49:22", |
| "opened_by": { |
| "display_value": "ITIL User", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd" |
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| "priority": "1 - Critical", |
| "problem_id": "", |
| "reassignment_count": "1", |
| "reopen_count": "", |
| "reopened_by": "", |
| "reopened_time": "", |
| "resolved_at": "2023-10-09 13:16:24", |
| "resolved_by": "System Administrator", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "1 - High", |
| "short_description": "Forgot email password", |
| "sla_due": "UNKNOWN", |
| "state": "Closed", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "pat", |
| "sys_created_on": "2022-02-07 14:34:12", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
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| "sys_domain_path": "/", |
| "sys_id": "9d3c1197c611228701cd1d94bc32d76d", |
| "sys_mod_count": "9", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2023-10-09 13:16:24", |
| "task_effective_number": "INC0000004", |
| "time_worked": "", |
| "universal_request": "", |
| "upon_approval": null, |
| "upon_reject": null, |
| "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": [ |
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| "template_record": { |
| "active": "true", |
| "activity_due": "2023-10-09 14:40:45", |
| "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" |
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| "assignment_group": "Software", |
| "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": "Resolved by caller", |
| "close_notes": "speakeress eugeny figuresome bigness sexdigitate", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "SAP Controlling", |
| "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n", |
| "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\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": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?", |
| "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": "INC0000051", |
| "opened_at": "2023-09-18 13:48:32", |
| "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": "", |
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| "resolved_at": "", |
| "resolved_by": "", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Manager can't access SAP Controlling application", |
| "sla_due": "2023-09-18 05:36:33", |
| "state": "In Progress", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "itil", |
| "sys_created_on": "2023-09-18 13:48:32", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
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| "sys_id": "d7158da0c0a8016700eef46c8d1f3661", |
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| "sys_tags": "", |
| "sys_updated_by": "admin", |
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| "task_effective_number": "INC0000051", |
| "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": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\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", |
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| "service_offering": "Service offering", |
| "short_description": "Short description", |
| "urgency": "Urgency" |
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| "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": "David Miller", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "0", |
| "close_code": "Resolved by request", |
| "close_notes": "pointless Kanthan stegocephalian glucosaemia nauseously", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "", |
| "comments": "", |
| "comments_and_work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", |
| "company": "", |
| "contact_type": "Self-service", |
| "contract": "", |
| "correlation_display": "", |
| "correlation_id": "", |
| "delivery_plan": "", |
| "delivery_task": "", |
| "description": "Unable to access the shared folder. Please provide access.", |
| "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": "INC0009009", |
| "opened_at": "2018-08-30 01:06:16", |
| "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": "4 - Low", |
| "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": "Unable to access the shared folder.", |
| "sla_due": "UNKNOWN", |
| "state": "New", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "admin", |
| "sys_created_on": "2018-08-30 01:06:52", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "57af7aec73d423002728660c4cf6a71c", |
| "sys_mod_count": "4", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2018-12-12 23:30:24", |
| "task_effective_number": "INC0009009", |
| "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": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n", |
| "work_notes_list": "", |
| "work_start": "" |
| } |
| } |
| ] |
