forms_filling_test_configs / Level-9 /create_incident_task.json
yczhuang's picture
Update New config tests
2dd3583 verified
[
{
"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",
"problem_id",
"close_code",
"rfc",
"caused_by",
"description",
"service_offering",
"assignment_group"
],
"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": "Service Desk",
"business_duration": "19 Days 19 Hours 56 Minutes",
"business_impact": "",
"business_service": "",
"business_stc": "1,713,373",
"calendar_duration": "81 Days 19 Hours 23 Minutes",
"calendar_stc": "7,068,206",
"caller_id": "Natasha Ingram",
"category": "Inquiry / Help",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Resolved by change",
"close_notes": "Closed before close notes were made mandatory",
"closed_at": "2023-07-22 17:33:33",
"closed_by": {
"display_value": "David Loo",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
},
"cmdb_ci": "CALLXPR1",
"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": "Forgot password and unable to log in. Can you reset or resend my password?",
"due_date": "",
"escalation": "Normal",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "3 - Low",
"incident_state": "Closed",
"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": "INC0000035",
"opened_at": "2023-07-19 17:32:47",
"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": "2",
"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": "Reset my password",
"sla_due": "UNKNOWN",
"state": "Closed",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "david.loo",
"sys_created_on": "2023-07-22 17:33:14",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "47138238a9fe1981016e3762d1fd26d4",
"sys_mod_count": "8",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 13:16:15",
"task_effective_number": "INC0000035",
"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",
"parent_incident",
"knowledge",
"category",
"impact",
"service_offering",
"business_service",
"contact_type"
],
"template_record": {
"active": "true",
"activity_due": "2023-10-02 16:50:20",
"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": "Software",
"business_duration": "",
"business_impact": "",
"business_service": "",
"business_stc": "",
"calendar_duration": "",
"calendar_stc": "",
"caller_id": "Bud Richman",
"category": "Software",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Known error",
"close_notes": "ineducable diploperistomic sulfaguanidine Sigaultian imposement",
"closed_at": "",
"closed_by": "",
"cmdb_ci": "SAP Financial Accounting",
"comments": "2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\n\n",
"comments_and_work_notes": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-25 11:16:12 - System Administrator (Additional comments)\nyou\n\n2023-09-25 11:15:58 - System Administrator (Additional comments)\nhey\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\n\t\t\n\n2023-09-17 21:42:08 - ITIL User (Additional comments)\nSAP Financial Accounting application appears to be down\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": "Main menu doesn't load when I open the SAP Financial Accounting application.",
"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": "INC0000052",
"opened_at": "2023-09-18 13:48:40",
"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 Financial Accounting application appears to be down",
"sla_due": "2023-09-18 05:40:39",
"state": "In Progress",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "itil",
"sys_created_on": "2023-09-18 13:48:40",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "d7195138c0a8016700fd68449cfcd484",
"sys_mod_count": "94",
"sys_tags": "",
"sys_updated_by": "system",
"sys_updated_on": "2023-10-02 14:50:24",
"task_effective_number": "INC0000052",
"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": "2023-10-02 10:50:20 - Rob Phillips (Work notes)\nI got this\n\n2023-09-30 08:59:47 - System Administrator (Work notes)\nThis machine is broken\n\n2023-09-17 21:42:09 - ITIL User (Work notes)\nit appears that this SAP application is down or very slow.\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",
"impact",
"caused_by",
"resolved_by",
"cmdb_ci",
"urgency",
"category",
"number"
],
"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": "seminarize tracheophonine bafaro crants demiassignation",
"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",
"business_service",
"cmdb_ci",
"assignment_group",
"rfc",
"problem_id",
"urgency",
"impact"
],
"template_record": {
"active": "true",
"activity_due": "UNKNOWN",
"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": "",
"business_impact": "",
"business_service": "",
"business_stc": "",
"calendar_duration": "",
"calendar_stc": "",
"caller_id": "Bud Richman",
"category": "Inquiry / Help",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "User error",
"close_notes": "homoeopathic blackstrap terete fattily warrioress",
"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",
"resolved_by",
"assignment_group",
"cmdb_ci",
"contact_type",
"caused_by",
"rfc",
"knowledge"
],
"template_record": {
"active": "false",
"activity_due": "UNKNOWN",
"additional_assignee_list": "",
"approval": "Not Yet Requested",
"approval_history": "",
"approval_set": "",
"assigned_to": {
"display_value": "Don Goodliffe",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
},
"assignment_group": "Hardware",
"business_duration": "25 Days 6 Hours 33 Minutes",
"business_impact": "",
"business_service": "",
"business_stc": "2,183,601",
"calendar_duration": "105 Days 21 Hours 33 Minutes",
"calendar_stc": "9,149,601",
"caller_id": "David Loo",
"category": "Inquiry / Help",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Resolved by change",
"close_notes": "Closed before close notes were made mandatory",
"closed_at": "2023-06-25 17:24:08",
"closed_by": {
"display_value": "Don Goodliffe",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
},
"cmdb_ci": "",
"comments": "",
"comments_and_work_notes": "",
"company": {
"display_value": "ACME North America",
"link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
},
"contact_type": "Phone",
"contract": "",
"correlation_display": "",
"correlation_id": "",
"delivery_plan": "",
"delivery_task": "",
"description": "2tb file server has less than 400gb free.",
"due_date": "",
"escalation": "Normal",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "1 - High",
"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": "INC0000033",
"opened_at": "2023-06-25 15:22:52",
"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": "1 - Critical",
"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": "File Server is 80% full - Needs upgrade",
"sla_due": "UNKNOWN",
"state": "Closed",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "don.goodliffe",
"sys_created_on": "2023-07-22 17:23:54",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "470af5afa9fe198101b324dd773ef379",
"sys_mod_count": "6",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 13:15:24",
"task_effective_number": "INC0000033",
"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",
"resolved_by",
"close_code",
"close_notes",
"caused_by",
"problem_id",
"number",
"service_offering"
],
"template_record": {
"active": "false",
"activity_due": "UNKNOWN",
"additional_assignee_list": "",
"approval": "Not Yet Requested",
"approval_history": "",
"approval_set": "",
"assigned_to": {
"display_value": "Don Goodliffe",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
},
"assignment_group": "Database",
"business_duration": "21 Days 14 Hours 3 Minutes",
"business_impact": "",
"business_service": "",
"business_stc": "1,864,990",
"calendar_duration": "90 Days 21 Hours 3 Minutes",
"calendar_stc": "7,851,790",
"caller_id": "Fred Luddy",
"category": "Database",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Known error",
"close_notes": "Closed before close notes were made mandatory",
"closed_at": "2023-07-15 15:54:55",
"closed_by": {
"display_value": "Don Goodliffe",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
},
"cmdb_ci": "",
"comments": "",
"comments_and_work_notes": "",
"company": {
"display_value": "ACME North America",
"link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
},
"contact_type": "Phone",
"contract": "",
"correlation_display": "",
"correlation_id": "",
"delivery_plan": "",
"delivery_task": "",
"description": "Currently running 10GR1 and need to upgrade to 10GR2.",
"due_date": "",
"escalation": "Normal",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "2 - Medium",
"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": "INC0000010",
"opened_at": "2023-07-10 15:53:02",
"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": "4 - Low",
"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": "Need Oracle 10GR2 installed",
"sla_due": "UNKNOWN",
"state": "Closed",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "don.goodliffe",
"sys_created_on": "2023-07-22 15:54:41",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "46b9490da9fe1981003c938dab89bda3",
"sys_mod_count": "8",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 13:16:35",
"task_effective_number": "INC0000010",
"time_worked": "",
"universal_request": "",
"upon_approval": null,
"upon_reject": null,
"urgency": "3 - Low",
"user_input": "",
"watch_list": "",
"work_end": "",
"work_notes": "",
"work_notes_list": "",
"work_start": ""
}
},
{
"fields": {
"assignment_group": "Assignment group",
"business_service": "Service",
"caller_id": "Caller",
"category": "Category",
"caused_by": "Caused by Change",
"close_code": "Resolution code",
"close_notes": "Resolution notes",
"cmdb_ci": "Configuration item",
"contact_type": "Channel",
"description": "Description",
"impact": "Impact",
"knowledge": "Knowledge",
"number": "Number",
"parent_incident": "Parent Incident",
"problem_id": "Problem",
"resolved_by": "Resolved by",
"rfc": "Change Request",
"service_offering": "Service offering",
"short_description": "Short description",
"urgency": "Urgency"
},
"task_fields": [
"short_description",
"caller_id",
"close_notes",
"cmdb_ci",
"knowledge",
"rfc",
"caused_by",
"assignment_group",
"number"
],
"template_record": {
"active": "true",
"activity_due": "2023-10-09 14:44:20",
"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": "",
"business_duration": "11 Minutes",
"business_impact": "",
"business_service": "",
"business_stc": "719",
"calendar_duration": "11 Minutes",
"calendar_stc": "719",
"caller_id": "Joe Employee",
"category": "Inquiry / Help",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Resolved by request",
"close_notes": "prolific coppersmith unblemishedness unamendedly tryptase",
"closed_at": "2023-06-13 17:30:02",
"closed_by": {
"display_value": "Don Goodliffe",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
},
"cmdb_ci": "",
"comments": "2023-10-02 16:21:05 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\n\n",
"comments_and_work_notes": "2023-10-02 16:21:05 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-07-11 17:19:30 - Don Goodliffe (Additional comments)\nServer out of memory\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": "Need to adjust layout of UI, add additional fields, and remove a few buttons. We are missing some critical fields that need to get added immediately.",
"due_date": "",
"escalation": "Overdue",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "1 - High",
"incident_state": "In Progress",
"knowledge": "false",
"location": {
"display_value": "Hamburg",
"link": "https://dev215901.service-now.com/api/now/table/cmn_location/25be3d930a0a0bb30011cc746a77c370"
},
"made_sla": "false",
"notify": "Do Not Notify",
"number": "INC0000031",
"opened_at": "2023-06-13 17:18:03",
"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": "",
"reopen_count": "",
"reopened_by": "",
"reopened_time": "",
"resolved_at": "",
"resolved_by": "",
"rfc": "",
"route_reason": "",
"service_offering": "",
"severity": "3 - Low",
"short_description": "Need help with Remedy. Can we configure UI?",
"sla_due": "2023-06-14 01:18:03",
"state": "In Progress",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "don.goodliffe",
"sys_created_on": "2023-07-11 17:18:48",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "47064b68a9fe19810186793eefffc9b7",
"sys_mod_count": "15",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 12:44:20",
"task_effective_number": "INC0000031",
"time_worked": "",
"universal_request": "",
"upon_approval": null,
"upon_reject": null,
"urgency": "1 - High",
"user_input": "",
"watch_list": "",
"work_end": "",
"work_notes": "2023-10-02 10:15:14 - 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",
"category",
"contact_type",
"cmdb_ci",
"close_notes",
"rfc",
"service_offering",
"urgency"
],
"template_record": {
"active": "true",
"activity_due": "2023-10-09 14:50:33",
"additional_assignee_list": "",
"approval": "Not Yet Requested",
"approval_history": "",
"approval_set": "",
"assigned_to": {
"display_value": "Don Goodliffe",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
},
"assignment_group": "Software",
"business_duration": "5 Days",
"business_impact": "",
"business_service": "",
"business_stc": "432,000",
"calendar_duration": "5 Days",
"calendar_stc": "432,024",
"caller_id": "Fred Luddy",
"category": "Software",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Resolved by problem",
"close_notes": "paradoxical adelomorphous allanturic nondisagreement tutorhood",
"closed_at": "2023-06-30 16:39:10",
"closed_by": "",
"cmdb_ci": "Saints and Sinners Bingo",
"comments": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy machine\n\t\t\n\n",
"comments_and_work_notes": "2023-07-11 16:40:14 - System Administrator (Additional comments)\nI was unable to launch the Bingo game since the SP2 upgrade on\n\t\t\tmy 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": "There was a software update two days ago and now my VPN doesn't work. Nothing loads when I click on the VPN client icon on my desktop.",
"due_date": "",
"escalation": "Normal",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "1 - High",
"incident_state": "In Progress",
"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": "INC0000015",
"opened_at": "2023-06-25 16:38:46",
"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": "",
"reassignment_count": "2",
"reopen_count": "",
"reopened_by": "",
"reopened_time": "",
"resolved_at": "",
"resolved_by": "",
"rfc": "",
"route_reason": "",
"service_offering": "",
"severity": "3 - Low",
"short_description": "I can't launch my VPN client since the last software update",
"sla_due": "2023-07-14 18:00:00",
"state": "In Progress",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "admin",
"sys_created_on": "2023-07-11 16:40:15",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "46e2fee9a9fe19810049b49dee0daf58",
"sys_mod_count": "11",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 12:50:33",
"task_effective_number": "INC0000015",
"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",
"rfc",
"contact_type",
"cmdb_ci",
"number",
"category",
"caused_by",
"close_code"
],
"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": "Service Desk",
"business_duration": "20 Days 4 Hours 19 Minutes",
"business_impact": "",
"business_service": "",
"business_stc": "1,743,569",
"calendar_duration": "84 Days 19 Hours 19 Minutes",
"calendar_stc": "7,327,169",
"caller_id": "Bow Ruggeri",
"category": "Software",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Resolved by problem",
"close_notes": "Closed before close notes were made mandatory",
"closed_at": "2023-07-23 17:37:14",
"closed_by": {
"display_value": "System Administrator",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
},
"cmdb_ci": "Adobe Acrobat 7.0.3 and Reader 7.0.3 Update",
"comments": "2023-07-11 17:38:00 - System Administrator (Additional comments)\nPlease assist user with PDF creation. \n\n",
"comments_and_work_notes": "2023-07-11 17:38:00 - System Administrator (Additional comments)\nPlease assist user with PDF creation. \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": "Unable to edit any PDFs in Acrobat. All my PDFs are read only now. How do I unlock them?",
"due_date": "",
"escalation": "Overdue",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "2 - Medium",
"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": "INC0000038",
"opened_at": "2023-07-16 17:36:44",
"opened_by": {
"display_value": "Fred Luddy",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005"
},
"order": "",
"origin_id": "",
"origin_table": "",
"parent": "",
"parent_incident": "",
"priority": "4 - Low",
"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": "my PDF docs are all locked from editing",
"sla_due": "UNKNOWN",
"state": "Closed",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "admin",
"sys_created_on": "2023-07-22 17:38:00",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "4717dfe5a9fe198100450448b2404c16",
"sys_mod_count": "5",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 12:57:55",
"task_effective_number": "INC0000038",
"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",
"category",
"contact_type",
"description",
"service_offering",
"business_service",
"rfc",
"close_code"
],
"template_record": {
"active": "true",
"activity_due": "2024-03-11 10:57:40",
"additional_assignee_list": "",
"approval": "Not Yet Requested",
"approval_history": "",
"approval_set": "",
"assigned_to": "",
"assignment_group": "Openspace",
"business_duration": "",
"business_impact": "",
"business_service": "",
"business_stc": "",
"calendar_duration": "",
"calendar_stc": "",
"caller_id": "David Miller",
"category": "Hardware",
"cause": "",
"caused_by": "",
"child_incidents": "1",
"close_code": "User error",
"close_notes": "aggregateness breezelike bonnetlike diglossia biangulate",
"closed_at": "",
"closed_by": "",
"cmdb_ci": "",
"comments": "",
"comments_and_work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n",
"company": "",
"contact_type": "Phone",
"contract": "",
"correlation_display": "",
"correlation_id": "",
"delivery_plan": "",
"delivery_task": "",
"description": "Employee payroll application server is down.Not able to login with valid credentials.",
"due_date": "",
"escalation": "Normal",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "1 - High",
"incident_state": "New",
"knowledge": "false",
"location": "",
"made_sla": "true",
"notify": "Do Not Notify",
"number": "INC0007001",
"opened_at": "2018-10-16 22:47:10",
"opened_by": {
"display_value": "System Administrator",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
},
"order": "",
"origin_id": "",
"origin_table": "",
"parent": "",
"parent_incident": "",
"priority": "1 - Critical",
"problem_id": "",
"reassignment_count": "0",
"reopen_count": "0",
"reopened_by": "",
"reopened_time": "",
"resolved_at": "",
"resolved_by": "",
"rfc": "",
"route_reason": "",
"service_offering": "",
"severity": "3 - Low",
"short_description": "Employee payroll application server is down.",
"sla_due": "UNKNOWN",
"state": "New",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "admin",
"sys_created_on": "2018-10-16 22:47:45",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "f12ca184735123002728660c4cf6a7ef",
"sys_mod_count": "9",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2024-03-11 08:57:40",
"task_effective_number": "INC0007001",
"time_worked": "",
"universal_request": "",
"upon_approval": "Proceed to Next Task",
"upon_reject": "Cancel all future Tasks",
"urgency": "1 - High",
"user_input": "",
"watch_list": "",
"work_end": "",
"work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n",
"work_notes_list": "",
"work_start": ""
}
},
{
"fields": {
"assignment_group": "Assignment group",
"business_service": "Service",
"caller_id": "Caller",
"category": "Category",
"caused_by": "Caused by Change",
"close_code": "Resolution code",
"close_notes": "Resolution notes",
"cmdb_ci": "Configuration item",
"contact_type": "Channel",
"description": "Description",
"impact": "Impact",
"knowledge": "Knowledge",
"number": "Number",
"parent_incident": "Parent Incident",
"problem_id": "Problem",
"resolved_by": "Resolved by",
"rfc": "Change Request",
"service_offering": "Service offering",
"short_description": "Short description",
"urgency": "Urgency"
},
"task_fields": [
"short_description",
"caller_id",
"impact",
"parent_incident",
"caused_by",
"category",
"service_offering",
"rfc",
"resolved_by"
],
"template_record": {
"active": "true",
"activity_due": "2023-10-09 14:51:23",
"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": "Hardware",
"business_duration": "11 Days 2 Hours 38 Minutes",
"business_impact": "",
"business_service": "",
"business_stc": "959,937",
"calendar_duration": "16 Days",
"calendar_stc": "1,382,417",
"caller_id": "Bow Ruggeri",
"category": "Hardware",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Workaround provided",
"close_notes": "terpineol Eurycerotidae tritonymph mordacity overby",
"closed_at": "2023-07-06 16:40:40",
"closed_by": {
"display_value": "System Administrator",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
},
"cmdb_ci": "",
"comments": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\n\n",
"comments_and_work_notes": "2023-07-11 16:41:33 - System Administrator (Additional comments)\nturns out it was the sprinkler, not the rain. \n\n2023-07-11 16:41:14 - System Administrator (Additional comments)\nplease fix the roof.\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 puddles of water on the floor of the server room. We've put buckets out to collect the water until this is fixed.",
"due_date": "",
"escalation": "Normal",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "1 - High",
"incident_state": "In Progress",
"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": "INC0000016",
"opened_at": "2023-06-20 16:40:23",
"opened_by": {
"display_value": "System Administrator",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
},
"order": "",
"origin_id": "",
"origin_table": "",
"parent": "",
"parent_incident": "",
"priority": "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": "Rain is leaking on main DNS Server",
"sla_due": "UNKNOWN",
"state": "In Progress",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "admin",
"sys_created_on": "2023-07-11 16:41:15",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "46e3e949a9fe19810069b824ba2c761a",
"sys_mod_count": "7",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 12:51:23",
"task_effective_number": "INC0000016",
"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",
"cmdb_ci",
"resolved_by",
"caused_by",
"number",
"category",
"contact_type",
"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": "Resolved by problem",
"close_notes": "Stesichorean decimeter surmullet counteragitation geneticism",
"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",
"business_service",
"rfc",
"urgency",
"assignment_group",
"parent_incident",
"service_offering",
"contact_type"
],
"template_record": {
"active": "true",
"activity_due": "2023-09-30 12:54:01",
"additional_assignee_list": "",
"approval": "Not Yet Requested",
"approval_history": "",
"approval_set": "",
"assigned_to": {
"display_value": "Don Goodliffe",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
},
"assignment_group": "Service Desk",
"business_duration": "",
"business_impact": "",
"business_service": "",
"business_stc": "",
"calendar_duration": "",
"calendar_stc": "",
"caller_id": "Charlie Whitherspoon",
"category": "Inquiry / Help",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "No resolution provided",
"close_notes": "plenilunal impanate mediumization unfallowed unpealed",
"closed_at": "",
"closed_by": "",
"cmdb_ci": "WeatherBug",
"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": "WeatherBug icon has disappeared from my desktop. Unable to get my weather report.",
"due_date": "",
"escalation": "Overdue",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "3 - Low",
"incident_state": "In Progress",
"knowledge": "false",
"location": {
"display_value": "Johannesburg",
"link": "https://dev215901.service-now.com/api/now/table/cmn_location/25c1dc820a0a0bb300190ad8f85b3839"
},
"made_sla": "false",
"notify": "Do Not Notify",
"number": "INC0000029",
"opened_at": "2023-07-09 17:00:44",
"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": "2",
"reopen_count": "",
"reopened_by": "",
"reopened_time": "",
"resolved_at": "",
"resolved_by": "",
"rfc": "",
"route_reason": "",
"service_offering": "",
"severity": "3 - Low",
"short_description": "I can't get my weather report",
"sla_due": "2023-07-10 01:00:44",
"state": "In Progress",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "david.loo",
"sys_created_on": "2023-07-11 17:01:31",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "46f67787a9fe198101e06dfcf3a78e99",
"sys_mod_count": "5",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 12:50:57",
"task_effective_number": "INC0000029",
"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",
"impact",
"knowledge",
"number",
"parent_incident",
"rfc",
"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": "Duplicate",
"close_notes": "proinnovationist introspectionist Illuministic socioromantic birthright",
"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",
"rfc",
"category",
"knowledge",
"description",
"business_service",
"close_notes",
"caused_by"
],
"template_record": {
"active": "true",
"activity_due": "UNKNOWN",
"additional_assignee_list": "",
"approval": "Not Yet Requested",
"approval_history": "",
"approval_set": "",
"assigned_to": "",
"assignment_group": "Software",
"business_duration": "",
"business_impact": "",
"business_service": "",
"business_stc": "",
"calendar_duration": "",
"calendar_stc": "",
"caller_id": "Bud Richman",
"category": "Software",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Resolved by caller",
"close_notes": "jaggy cachinnation rejuvenator myxospore epitomization",
"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": "",
"correlation_id": "",
"delivery_plan": "",
"delivery_task": "",
"description": "Unable to login to SFA even though login credentials are correct.",
"due_date": "",
"escalation": "Normal",
"expected_start": "",
"follow_up": "",
"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"
},
"made_sla": "false",
"notify": "Do Not Notify",
"number": "INC0000046",
"opened_at": "2023-09-18 15:04:15",
"opened_by": {
"display_value": "Bud Richman",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7"
},
"order": "",
"origin_id": "",
"origin_table": "",
"parent": "",
"parent_incident": "",
"priority": "3 - Moderate",
"problem_id": "PRB0000006",
"reassignment_count": "1",
"reopen_count": "",
"reopened_by": "",
"reopened_time": "",
"resolved_at": "",
"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",
"state": "New",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "admin",
"sys_created_on": "2023-09-17 15:05:30",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "a9e30c7dc61122760116894de7bcc7bd",
"sys_mod_count": "4",
"sys_tags": "",
"sys_updated_by": "glide.maint",
"sys_updated_on": "2023-09-17 15:37:27",
"task_effective_number": "INC0000046",
"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",
"service_offering",
"business_service",
"caused_by",
"contact_type",
"problem_id",
"resolved_by",
"assignment_group"
],
"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": "5 Minutes",
"calendar_stc": "323",
"caller_id": "David Miller",
"category": "Software",
"cause": "",
"caused_by": "",
"child_incidents": "0",
"close_code": "User error",
"close_notes": "Reverted to a previous version.",
"closed_at": "2018-12-09 19:29:09",
"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": "While launching the defect tracking base URL, it is redirecting to an error page.",
"due_date": "",
"escalation": "Normal",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "3 - Low",
"incident_state": "Closed",
"knowledge": "false",
"location": "",
"made_sla": "true",
"notify": "Do Not Notify",
"number": "INC0009004",
"opened_at": "2018-09-01 06:13:30",
"opened_by": {
"display_value": "System Administrator",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
},
"order": "",
"origin_id": "",
"origin_table": "",
"parent": "",
"parent_incident": "",
"priority": "3 - Moderate",
"problem_id": "",
"reassignment_count": "0",
"reopen_count": "0",
"reopened_by": "",
"reopened_time": "",
"resolved_at": "2018-09-01 06:18:53",
"resolved_by": "System Administrator",
"rfc": "",
"route_reason": "",
"service_offering": "",
"severity": "3 - Low",
"short_description": "Defect tracking tool is down.",
"sla_due": "UNKNOWN",
"state": "Closed",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "admin",
"sys_created_on": "2018-09-01 06:14:04",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "e329de99731423002728660c4cf6a73c",
"sys_mod_count": "9",
"sys_tags": "",
"sys_updated_by": "system",
"sys_updated_on": "2023-10-10 16:19:01",
"task_effective_number": "INC0009004",
"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",
"caused_by",
"assignment_group",
"resolved_by",
"service_offering",
"number",
"impact",
"category"
],
"template_record": {
"active": "true",
"activity_due": "UNKNOWN",
"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": "",
"business_impact": "",
"business_service": "",
"business_stc": "",
"calendar_duration": "",
"calendar_stc": "",
"caller_id": "Bud Richman",
"category": "Inquiry / Help",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Resolved by caller",
"close_notes": "zorilla syncerebrum bridale tayra shoya",
"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",
"resolved_by",
"description",
"contact_type",
"close_code",
"category",
"rfc",
"service_offering"
],
"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 request",
"close_notes": "piliform untitled Saarbrucken Petrarchal reutterance",
"closed_at": "",
"closed_by": "",
"cmdb_ci": "",
"comments": "",
"comments_and_work_notes": "",
"company": "",
"contact_type": "Email",
"contract": "",
"correlation_display": "",
"correlation_id": "",
"delivery_plan": "",
"delivery_task": "",
"description": "Novatianist otto apodixis preadvertency forebowline",
"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",
"number",
"contact_type",
"close_code",
"category",
"rfc",
"problem_id",
"service_offering"
],
"template_record": {
"active": "true",
"activity_due": "2023-10-09 14:51:11",
"additional_assignee_list": "",
"approval": null,
"approval_history": "",
"approval_set": "",
"assigned_to": {
"display_value": "Howard Johnson",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf"
},
"assignment_group": "Network",
"business_duration": "",
"business_impact": "",
"business_service": "",
"business_stc": "",
"calendar_duration": "",
"calendar_stc": "",
"caller_id": "Fred Luddy",
"category": "Network",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "Resolved by request",
"close_notes": "miseducative enactor epicondylic brabblement babish",
"closed_at": "",
"closed_by": "",
"cmdb_ci": "FileServerFloor2",
"comments": "2023-10-02 16:13:23 - System Administrator (Additional comments)\nAdded an attachment\n\n",
"comments_and_work_notes": "2023-10-02 16:13:23 - System Administrator (Additional comments)\nAdded an attachment\n\n",
"company": "",
"contact_type": "Phone",
"contract": "",
"correlation_display": "",
"correlation_id": "",
"delivery_plan": "",
"delivery_task": "",
"description": "User can't get to any of his files on the file server.",
"due_date": "",
"escalation": "Overdue",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "Awaiting Vendor",
"impact": "1 - High",
"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": "INC0000002",
"opened_at": "2023-07-03 16:07:12",
"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": "PRB0000007",
"reassignment_count": "1",
"reopen_count": "",
"reopened_by": "",
"reopened_time": "",
"resolved_at": "",
"resolved_by": "",
"rfc": "",
"route_reason": "",
"service_offering": "",
"severity": "1 - High",
"short_description": "Network file shares access issue",
"sla_due": "UNKNOWN",
"state": "On Hold",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "pat",
"sys_created_on": "2022-01-27 14:30:06",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "9d385017c611228701d22104cc95c371",
"sys_mod_count": "17",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 12:51:11",
"task_effective_number": "INC0000002",
"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",
"category",
"contact_type",
"knowledge",
"impact",
"rfc",
"close_notes",
"caused_by"
],
"template_record": {
"active": "false",
"activity_due": "UNKNOWN",
"additional_assignee_list": "",
"approval": "Not Yet Requested",
"approval_history": "",
"approval_set": "",
"assigned_to": {
"display_value": "Don Goodliffe",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
},
"assignment_group": "Hardware",
"business_duration": "25 Days 6 Hours 33 Minutes",
"business_impact": "",
"business_service": "",
"business_stc": "2,183,601",
"calendar_duration": "105 Days 21 Hours 33 Minutes",
"calendar_stc": "9,149,601",
"caller_id": "David Loo",
"category": "Inquiry / Help",
"cause": "",
"caused_by": "",
"child_incidents": "",
"close_code": "No resolution provided",
"close_notes": "Closed before close notes were made mandatory",
"closed_at": "2023-06-25 17:24:08",
"closed_by": {
"display_value": "Don Goodliffe",
"link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
},
"cmdb_ci": "",
"comments": "",
"comments_and_work_notes": "",
"company": {
"display_value": "ACME North America",
"link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
},
"contact_type": "Phone",
"contract": "",
"correlation_display": "",
"correlation_id": "",
"delivery_plan": "",
"delivery_task": "",
"description": "2tb file server has less than 400gb free.",
"due_date": "",
"escalation": "Normal",
"expected_start": "",
"follow_up": "",
"group_list": "",
"hold_reason": "",
"impact": "1 - High",
"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": "INC0000033",
"opened_at": "2023-06-25 15:22:52",
"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": "1 - Critical",
"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": "File Server is 80% full - Needs upgrade",
"sla_due": "UNKNOWN",
"state": "Closed",
"subcategory": null,
"sys_class_name": "Incident",
"sys_created_by": "don.goodliffe",
"sys_created_on": "2023-07-22 17:23:54",
"sys_domain": {
"display_value": "global",
"link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
},
"sys_domain_path": "/",
"sys_id": "470af5afa9fe198101b324dd773ef379",
"sys_mod_count": "6",
"sys_tags": "",
"sys_updated_by": "admin",
"sys_updated_on": "2023-10-09 13:15:24",
"task_effective_number": "INC0000033",
"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": ""
}
}
]