| [ |
| { |
| "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", |
| "parent_incident", |
| "close_code", |
| "business_service" |
| ], |
| "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": "Database", |
| "business_duration": "25 Days 13 Hours 49 Minutes", |
| "business_impact": "", |
| "business_service": "", |
| "business_stc": "2,209,752", |
| "calendar_duration": "106 Days 20 Hours 49 Minutes", |
| "calendar_stc": "9,233,352", |
| "caller_id": "Don Goodliffe", |
| "category": "Software", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "Resolved by change", |
| "close_notes": "Closed before close notes were made mandatory", |
| "closed_at": "2023-07-17 16:12:02", |
| "closed_by": { |
| "display_value": "Don Goodliffe", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" |
| }, |
| "cmdb_ci": "eFax", |
| "comments": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n", |
| "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \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": "I tried sending a fax to a customer through the eFax online portal and also via email. My customer did not receive the fax in both instances. I don't know if this is an issue on our side with transmission or on my customer's side.", |
| "due_date": "", |
| "escalation": "High", |
| "expected_start": "", |
| "follow_up": "", |
| "group_list": "", |
| "hold_reason": "", |
| "impact": "3 - Low", |
| "incident_state": "Closed", |
| "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" |
| }, |
| "made_sla": "false", |
| "notify": "Do Not Notify", |
| "number": "INC0000012", |
| "opened_at": "2023-06-24 16:07:00", |
| "opened_by": { |
| "display_value": "Bow Ruggeri", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8" |
| }, |
| "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": "Customer didn't receive eFax", |
| "sla_due": "UNKNOWN", |
| "state": "Closed", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "glide.maint", |
| "sys_created_on": "2023-07-22 16:11:21", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "46c88ac1a9fe1981014de1c831fbcf6d", |
| "sys_mod_count": "6", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2023-10-09 12:56:12", |
| "task_effective_number": "INC0000012", |
| "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", |
| "caused_by", |
| "problem_id", |
| "knowledge", |
| "rfc" |
| ], |
| "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": "survey user", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "0", |
| "close_code": "Resolved by caller", |
| "close_notes": "pornological backhand titanosilicate lordless Ascaridia", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "", |
| "comments": "", |
| "comments_and_work_notes": "", |
| "company": "", |
| "contact_type": "Phone", |
| "contract": "", |
| "correlation_display": "", |
| "correlation_id": "", |
| "delivery_plan": "", |
| "delivery_task": "", |
| "description": "gruine interdict Beggiatoaceae winnel Aghan", |
| "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": "INC0008112", |
| "opened_at": "2019-07-29 11:48:43", |
| "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": "", |
| "reassignment_count": "0", |
| "reopen_count": "0", |
| "reopened_by": "", |
| "reopened_time": "", |
| "resolved_at": "", |
| "resolved_by": "", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Assessment : ATF Assessor", |
| "sla_due": "UNKNOWN", |
| "state": "New", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "admin", |
| "sys_created_on": "2019-07-29 11:49:28", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "552c48888c033300964f4932b03eb092", |
| "sys_mod_count": "0", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2019-07-29 11:49:28", |
| "task_effective_number": "INC0008112", |
| "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", |
| "problem_id", |
| "assignment_group", |
| "contact_type" |
| ], |
| "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": "blessing cyclane undescendable perichoroidal pothunt", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "", |
| "comments": "", |
| "comments_and_work_notes": "2018-12-12 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.\n\n", |
| "company": "", |
| "contact_type": "Virtual Agent", |
| "contract": "", |
| "correlation_display": "", |
| "correlation_id": "", |
| "delivery_plan": "", |
| "delivery_task": "", |
| "description": "Need access to the common drive for sharing files which can be accessed by all members. 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": "INC0007002", |
| "opened_at": "2018-10-16 22:47:51", |
| "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": "INC0007001", |
| "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": "Need access to the common drive.", |
| "sla_due": "UNKNOWN", |
| "state": "New", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "admin", |
| "sys_created_on": "2018-10-16 22:48:24", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "ff4c21c4735123002728660c4cf6a758", |
| "sys_mod_count": "4", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2018-12-12 23:28:49", |
| "task_effective_number": "INC0007002", |
| "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 23:28:44 - System Administrator (Work notes)\nUpdated the priority of the Incident.\n\n2018-12-12 23:26:20 - System Administrator (Work notes)\nWork note copied from Parent Incident: Updated 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", |
| "urgency", |
| "contact_type", |
| "caused_by", |
| "close_notes" |
| ], |
| "template_record": { |
| "active": "true", |
| "activity_due": "2023-10-09 14:42:25", |
| "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": "Margaret Grey", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "Known error", |
| "close_notes": "methide anthomedusan backbrand riverbush raioid", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "SAP Human Resources", |
| "comments": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n", |
| "comments_and_work_notes": "2023-09-30 09:15:50 - System Administrator (Additional comments)\nhello world\n\n2023-09-17 21:45:04 - ITIL User (Additional comments)\nThe SAP Human Resources application is not accessible\n\n2023-09-17 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have 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": "I've been trying to access the SAP HR application for the last few hours. Each time I go into the application, nothing loads.", |
| "due_date": "", |
| "escalation": "Overdue", |
| "expected_start": "", |
| "follow_up": "", |
| "group_list": "", |
| "hold_reason": "", |
| "impact": "1 - High", |
| "incident_state": "In Progress", |
| "knowledge": "false", |
| "location": { |
| "display_value": "261 North Highway 101, Solana Beach,CA", |
| "link": "https://dev215901.service-now.com/api/now/table/cmn_location/db96a8480a0a0a65019da337d4a89edc" |
| }, |
| "made_sla": "true", |
| "notify": "Do Not Notify", |
| "number": "INC0000053", |
| "opened_at": "2023-09-18 13:48:46", |
| "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": "The SAP HR application is not accessible", |
| "sla_due": "2023-09-18 05:42:45", |
| "state": "In Progress", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "itil", |
| "sys_created_on": "2023-09-18 13:48:46", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "d71b3b41c0a8016700a8ef040791e72a", |
| "sys_mod_count": "32", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2023-10-09 12:42:25", |
| "task_effective_number": "INC0000053", |
| "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 21:45:04 - ITIL User (Work notes)\nI cannot access this application so we may have 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", |
| "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", |
| "caused_by", |
| "number", |
| "close_code" |
| ], |
| "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": "Service Desk", |
| "business_duration": "20 Days 6 Hours 5 Minutes", |
| "business_impact": "", |
| "business_service": "", |
| "business_stc": "1,749,949", |
| "calendar_duration": "84 Days 21 Hours 5 Minutes", |
| "calendar_stc": "7,333,549", |
| "caller_id": "Rick Berzle", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "Duplicate", |
| "close_notes": "Closed before close notes were made mandatory", |
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| "upon_approval": null, |
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| "urgency": "2 - Medium", |
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| "caller_id": "Carol Coughlin", |
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| "cause": "", |
| "caused_by": "", |
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| "close_code": "User error", |
| "close_notes": "mome electrochronometric saintdom erythrocytolysin phasianic", |
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| "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n", |
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| "opened_at": "2023-09-18 21:47:23", |
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| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "SAP Sales app is not accessible", |
| "sla_due": "2023-09-18 05:47:23", |
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| "sys_created_on": "2023-09-18 21:49:39", |
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| "sys_updated_on": "2023-10-02 16:08:31", |
| "task_effective_number": "INC0000055", |
| "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 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n", |
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| "work_start": "" |
| } |
| }, |
| { |
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| "display_value": "Howard Johnson", |
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| "business_service": "", |
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| "calendar_duration": "43 Seconds", |
| "calendar_stc": "43", |
| "caller_id": "Sam Sorokin", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
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| "close_code": "Resolved by change", |
| "close_notes": "knackebrod zonure Tartarization outburst patefaction", |
| "closed_at": "2023-07-11 17:35:39", |
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| "cmdb_ci": "EFOWEB", |
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| "company": { |
| "display_value": "ACME North America", |
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| "contact_type": "Phone", |
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| "description": "Need to place order for a new machine. Will need help with installation also.", |
| "due_date": "", |
| "escalation": "Normal", |
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| "impact": "1 - High", |
| "incident_state": "In Progress", |
| "knowledge": "false", |
| "location": { |
| "display_value": "1050 Sunnyview Road Northeast, Salem,OR", |
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| "made_sla": "false", |
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| "opened_at": "2023-07-11 17:34:56", |
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| "display_value": "David Loo", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" |
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| "priority": "3 - Moderate", |
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| "resolved_at": "", |
| "resolved_by": "", |
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| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Request for a new service", |
| "sla_due": "UNKNOWN", |
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| "subcategory": null, |
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| "sys_updated_by": "admin", |
| "sys_updated_on": "2023-10-09 12:51:40", |
| "task_effective_number": "INC0000037", |
| "time_worked": "", |
| "universal_request": "", |
| "upon_approval": null, |
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| "urgency": "3 - Low", |
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| "work_notes": "", |
| "work_notes_list": "", |
| "work_start": "" |
| } |
| }, |
| { |
| "fields": { |
| "assignment_group": "Assignment group", |
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| "caller_id": "Caller", |
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| "active": "false", |
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| "assigned_to": { |
| "display_value": "Don Goodliffe", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" |
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| "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": "Resolved by problem", |
| "close_notes": "Closed before close notes were made mandatory", |
| "closed_at": "2023-07-07 16:58:58", |
| "closed_by": { |
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| "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" |
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| "cmdb_ci": "", |
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| "company": { |
| "display_value": "ACME North America", |
| "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" |
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| "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" |
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| "order": "", |
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| "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", |
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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_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", |
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| "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", |
| "number", |
| "service_offering", |
| "close_code" |
| ], |
| "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": { |
| "display_value": "Fred Luddy", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005" |
| }, |
| "assignment_group": "Service Desk", |
| "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": "No resolution provided", |
| "close_notes": "pseudospermium Helderbergian tenuate Draconically hemachrosis", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "", |
| "comments": "2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n", |
| "comments_and_work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\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": "I need to organize my inbox in my email program. However I can't create a sub-folder. I didn't seen an option to create a new folder when right clicking.", |
| "due_date": "", |
| "escalation": "Overdue", |
| "expected_start": "", |
| "follow_up": "", |
| "group_list": "", |
| "hold_reason": "Awaiting Caller", |
| "impact": "1 - High", |
| "incident_state": "On Hold", |
| "knowledge": "false", |
| "location": "", |
| "made_sla": "false", |
| "notify": "Do Not Notify", |
| "number": "INC0000017", |
| "opened_at": "2015-08-12 16:41:00", |
| "opened_by": { |
| "display_value": "Don Goodliffe", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" |
| }, |
| "order": "", |
| "origin_id": "", |
| "origin_table": "", |
| "parent": "", |
| "parent_incident": "", |
| "priority": "1 - Critical", |
| "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": "How do I create a sub-folder", |
| "sla_due": "2015-09-01 17:00:00", |
| "state": "On Hold", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "don.goodliffe", |
| "sys_created_on": "2015-08-25 16:41:54", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "46e482d9a9fe198101d3e3f3e2a14459", |
| "sys_mod_count": "36", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2015-11-24 07:47:36", |
| "task_effective_number": "INC0000017", |
| "time_worked": "", |
| "universal_request": "", |
| "upon_approval": null, |
| "upon_reject": null, |
| "urgency": "1 - High", |
| "user_input": "", |
| "watch_list": "", |
| "work_end": "", |
| "work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\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" |
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| "short_description", |
| "caller_id", |
| "cmdb_ci", |
| "description", |
| "urgency", |
| "service_offering" |
| ], |
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| "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 request", |
| "close_notes": "unawakableness recoast shoulder woofed tucking", |
| "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" |
| }, |
| "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" |
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| "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", |
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| "number": "Number", |
| "parent_incident": "Parent Incident", |
| "problem_id": "Problem", |
| "resolved_by": "Resolved by", |
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| "service_offering": "Service offering", |
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| "knowledge" |
| ], |
| "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": "Service Desk", |
| "business_duration": "20 Days 6 Hours 5 Minutes", |
| "business_impact": "", |
| "business_service": "", |
| "business_stc": "1,749,949", |
| "calendar_duration": "84 Days 21 Hours 5 Minutes", |
| "calendar_stc": "7,333,549", |
| "caller_id": "Rick Berzle", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "Known error", |
| "close_notes": "Closed before close notes were made mandatory", |
| "closed_at": "2023-07-17 15:55:16", |
| "closed_by": { |
| "display_value": "Don Goodliffe", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" |
| }, |
| "cmdb_ci": "", |
| "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n", |
| "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\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": "I can't remember my password and need to log in. Can someone reset my password asap? I am blocked on several urgent items until I can log in again.", |
| "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": "INC0000009", |
| "opened_at": "2023-07-16 15:50:23", |
| "opened_by": { |
| "display_value": "Don Goodliffe", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0" |
| }, |
| "order": "", |
| "origin_id": "", |
| "origin_table": "", |
| "parent": "", |
| "parent_incident": "", |
| "priority": "1 - Critical", |
| "problem_id": "", |
| "reassignment_count": "1", |
| "reopen_count": "", |
| "reopened_by": "", |
| "reopened_time": "", |
| "resolved_at": "2023-10-09 12:56:12", |
| "resolved_by": "System Administrator", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Reset my password", |
| "sla_due": "UNKNOWN", |
| "state": "Closed", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "don.goodliffe", |
| "sys_created_on": "2023-07-22 15:51:33", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "46b66a40a9fe198101f243dfbc79033d", |
| "sys_mod_count": "8", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2023-10-09 13:16:04", |
| "task_effective_number": "INC0000009", |
| "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": [ |
| "short_description", |
| "caller_id", |
| "close_notes", |
| "description", |
| "close_code", |
| "parent_incident" |
| ], |
| "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": "Known error", |
| "close_notes": "weirdlessness Nana peasantship betail thorntail", |
| "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", |
| "category", |
| "number", |
| "assignment_group", |
| "problem_id" |
| ], |
| "template_record": { |
| "active": "true", |
| "activity_due": "2015-11-24 09:47:36", |
| "additional_assignee_list": "", |
| "approval": null, |
| "approval_history": "", |
| "approval_set": "", |
| "assigned_to": { |
| "display_value": "David Loo", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" |
| }, |
| "assignment_group": "", |
| "business_duration": "", |
| "business_impact": "", |
| "business_service": "", |
| "business_stc": "", |
| "calendar_duration": "", |
| "calendar_stc": "", |
| "caller_id": "Joe Employee", |
| "category": "Database", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "Resolved by change", |
| "close_notes": "Bettongia unperplexing unfele nurtureship vasculose", |
| "closed_at": "", |
| "closed_by": "", |
| "cmdb_ci": "", |
| "comments": "2015-11-16 15:17:50 - System Administrator (Additional comments)\nAdded an attachment\n\n", |
| "comments_and_work_notes": "2015-11-16 15:17:50 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n", |
| "company": { |
| "display_value": "ACME North America", |
| "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec" |
| }, |
| "contact_type": "Virtual Agent", |
| "contract": "", |
| "correlation_display": "", |
| "correlation_id": "", |
| "delivery_plan": "", |
| "delivery_task": "", |
| "description": "I have to analyze all US data in the SFA system, but am unable to get to see the data from the west coast.", |
| "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": "San Diego", |
| "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f" |
| }, |
| "made_sla": "false", |
| "notify": "Do Not Notify", |
| "number": "INC0000007", |
| "opened_at": "2015-08-12 16:08:24", |
| "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": "1 - Critical", |
| "problem_id": "", |
| "reassignment_count": "1", |
| "reopen_count": "", |
| "reopened_by": "", |
| "reopened_time": "", |
| "resolved_at": "", |
| "resolved_by": "", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "1 - High", |
| "short_description": "Need access to sales DB for the West", |
| "sla_due": "2015-09-01 17:00:00", |
| "state": "On Hold", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "employee", |
| "sys_created_on": "2014-03-10 13:43:10", |
| "sys_domain": { |
| "display_value": "global", |
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| "sys_tags": "", |
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| "task_effective_number": "INC0000007", |
| "time_worked": "", |
| "universal_request": "", |
| "upon_approval": null, |
| "upon_reject": null, |
| "urgency": "1 - High", |
| "user_input": "", |
| "watch_list": "", |
| "work_end": "", |
| "work_notes": "2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\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", |
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| "parent_incident": "Parent Incident", |
| "problem_id": "Problem", |
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| "service_offering": "Service offering", |
| "short_description": "Short description", |
| "urgency": "Urgency" |
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| "task_fields": [ |
| "short_description", |
| "caller_id", |
| "business_service", |
| "knowledge", |
| "close_notes", |
| "description" |
| ], |
| "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": "31 Minutes", |
| "calendar_stc": "1,905", |
| "caller_id": "David Miller", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "0", |
| "close_code": "Solution provided", |
| "close_notes": "Reinstalled the app", |
| "closed_at": "2018-08-30 02:49:17", |
| "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": "Self-service", |
| "contract": "", |
| "correlation_display": "", |
| "correlation_id": "", |
| "delivery_plan": "", |
| "delivery_task": "", |
| "description": "Having an issue with users trying to access the company portal app", |
| "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": "INC0009003", |
| "opened_at": "2018-08-30 02:17:32", |
| "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": "2018-08-30 02:49:17", |
| "resolved_by": "System Administrator", |
| "rfc": "", |
| "route_reason": "", |
| "service_offering": "", |
| "severity": "3 - Low", |
| "short_description": "Cannot sign into the company portal app", |
| "sla_due": "UNKNOWN", |
| "state": "Closed", |
| "subcategory": null, |
| "sys_class_name": "Incident", |
| "sys_created_by": "admin", |
| "sys_created_on": "2018-08-30 02:18:00", |
| "sys_domain": { |
| "display_value": "global", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global" |
| }, |
| "sys_domain_path": "/", |
| "sys_id": "9fffc328731823002728660c4cf6a742", |
| "sys_mod_count": "4", |
| "sys_tags": "", |
| "sys_updated_by": "admin", |
| "sys_updated_on": "2018-12-12 23:39:53", |
| "task_effective_number": "INC0009003", |
| "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", |
| "service_offering", |
| "impact", |
| "assignment_group", |
| "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 caller", |
| "close_notes": "scobiform Hyaenarctos contrafagotto sitter dibasic", |
| "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", |
| "parent_incident", |
| "knowledge", |
| "impact", |
| "rfc" |
| ], |
| "template_record": { |
| "active": "false", |
| "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": "", |
| "business_duration": "20 Days 5 Hours 4 Minutes", |
| "business_impact": "", |
| "business_service": "", |
| "business_stc": "1,746,251", |
| "calendar_duration": "84 Days 20 Hours 4 Minutes", |
| "calendar_stc": "7,329,851", |
| "caller_id": "Fred Luddy", |
| "category": "Inquiry / Help", |
| "cause": "", |
| "caused_by": "", |
| "child_incidents": "", |
| "close_code": "Resolved by caller", |
| "close_notes": "Closed before close notes were made mandatory", |
| "closed_at": "2023-07-21 16:52:17", |
| "closed_by": { |
| "display_value": "David Loo", |
| "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007" |
| }, |
| "cmdb_ci": "", |
| "comments": "", |
| "comments_and_work_notes": "", |
| "company": "", |
| "contact_type": "Phone", |
| "contract": "", |
| "correlation_display": "", |
| "correlation_id": "", |
| "delivery_plan": "", |
| "delivery_task": "", |
| "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.", |
| "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": "" |
| } |
| } |
| ] |
