Level-10/create_incident_task.json

[
    {
        "fields": {
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            "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",
            "parent_incident",
            "rfc",
            "description",
            "service_offering",
            "close_notes",
            "close_code",
            "assignment_group"
        ],
        "template_record": {
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            "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": "Resolved by caller",
            "close_notes": "Quaitso ware disseizor nonbroody clatter",
            "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",
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            "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",
            "assignment_group",
            "category",
            "cmdb_ci",
            "rfc",
            "number",
            "parent_incident",
            "problem_id",
            "business_service"
        ],
        "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": "Rick Berzle",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Resolved by request",
            "close_notes": "supraocclusion unamiss Faventine repaganizer Augustinianism",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "2016-08-10 09:14:29 - System Administrator (Additional comments)\ntest\n\n",
            "comments_and_work_notes": "2016-08-10 09:14:29 - System Administrator (Additional comments)\ntest\n\n",
            "company": "",
            "contact_type": "Self-service",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "I can access my personal folder but can't access my team's folder on our file share.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "2 - Medium",
            "incident_state": "New",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000059",
            "opened_at": "2016-08-10 09:14:29",
            "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": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Unable to access team file share",
            "sla_due": "UNKNOWN",
            "state": "New",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2016-08-10 09:14:29",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "85071a1347c12200e0ef563dbb9a71c1",
            "sys_mod_count": "0",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2016-08-10 09:14:29",
            "task_effective_number": "INC0000059",
            "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",
            "knowledge",
            "close_notes",
            "caused_by",
            "problem_id",
            "parent_incident",
            "impact",
            "cmdb_ci",
            "business_service"
        ],
        "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": "Duplicate",
            "close_notes": "taxonomic pronunciability nuzzerana typhlophile irreconciliability",
            "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": "conscienceless rameal toothchiseled unisolated quantifiably",
            "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",
            "business_service",
            "knowledge",
            "category",
            "resolved_by",
            "close_code",
            "service_offering",
            "description",
            "parent_incident"
        ],
        "template_record": {
            "active": "false",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "1 Day",
            "business_impact": "",
            "business_service": "",
            "business_stc": "86,400",
            "calendar_duration": "3 Days 1 Hour 26 Minutes",
            "calendar_stc": "264,417",
            "caller_id": "Beth Anglin",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "No resolution provided",
            "close_notes": "As this is intermittent. Restarting the PC fixes this.",
            "closed_at": "2024-03-09 12:15:12",
            "closed_by": {
                "display_value": "Ron Kettering",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/62d78687c0a8010e00b3d84178adc913"
            },
            "cmdb_ci": "*BETH-IBM",
            "comments": "",
            "comments_and_work_notes": "",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Walk-in",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "psychiatric Glycine unlovableness hebetative paleobotanically",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000601",
            "opened_at": "2023-10-05 02:42:59",
            "opened_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "5 - Planning",
            "problem_id": "PRB0000109",
            "reassignment_count": "0",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-10-08 04:09:56",
            "resolved_by": "Ron Kettering",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "The USB port on my PC stopped working",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2023-10-05 02:43:10",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "9e7f9864532023004247ddeeff7b121f",
            "sys_mod_count": "2",
            "sys_tags": "",
            "sys_updated_by": "system",
            "sys_updated_on": "2024-03-09 12:15:12",
            "task_effective_number": "INC0000601",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "3 - Low",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "problem_id",
            "contact_type",
            "description",
            "number",
            "caused_by",
            "resolved_by",
            "category",
            "parent_incident"
        ],
        "template_record": {
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            "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": "Service Desk",
            "business_duration": "18 Days 21 Hours 3 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,631,000",
            "calendar_duration": "78 Days 20 Hours 3 Minutes",
            "calendar_stc": "6,811,400",
            "caller_id": "Fred Luddy",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Solution provided",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-22 16:53:08",
            "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": "The landing page for our internal wiki isn't loading. I've refreshed it multiple times and it keeps timing out.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": {
                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000024",
            "opened_at": "2023-07-22 16:52:52",
            "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": "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": "Issue with a web page on wiki",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "david.loo",
            "sys_created_on": "2023-07-22 16:53:13",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
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            "sys_mod_count": "6",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 13:15:44",
            "task_effective_number": "INC0000024",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
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            "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",
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            "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",
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            "business_stc": "1,869,258",
            "calendar_duration": "89 Days 7 Minutes",
            "calendar_stc": "7,690,046",
            "caller_id": "Alejandro Mascall",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Duplicate",
            "close_notes": "Fixed",
            "closed_at": "2023-10-10 16:19:01",
            "closed_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "cmdb_ci": "ApplicationServerPeopleSoft",
            "comments": "",
            "comments_and_work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n",
            "company": {
                "display_value": "ACME Germany",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/81fca4cbac1d55eb355b4b6db0e3c80f"
            },
            "contact_type": "Email",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": {
                "display_value": "Bockenheimer Landstra\u00dfe 223, Frankfurt",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/30fffb993790200044e0bfc8bcbe5dcc"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000005",
            "opened_at": "2023-07-05 16:06:52",
            "opened_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "1 - Critical",
            "problem_id": "",
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-10-02 16:14:18",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "1 - High",
            "short_description": "CPU load high for over 10 minutes",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2022-02-11 07:14:01",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "e8e875b0c0a80164009dc852b4d677d5",
            "sys_mod_count": "15",
            "sys_tags": "",
            "sys_updated_by": "system",
            "sys_updated_on": "2023-10-10 16:19:01",
            "task_effective_number": "INC0000005",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\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",
            "knowledge",
            "parent_incident",
            "impact",
            "category",
            "close_code",
            "description",
            "number"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
            "assignment_group": "Software",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "User error",
            "close_notes": "anenterous sawdustish overunsuitable cobaea Islamization",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "*JEMPLOYEE-IBM",
            "comments": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n",
            "comments_and_work_notes": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Can't connect to email from my laptop.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "2 - Medium",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": {
                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000047",
            "opened_at": "2023-09-18 13:53:18",
            "opened_by": {
                "display_value": "Joe Employee",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "3 - Moderate",
            "problem_id": "",
            "reassignment_count": "2",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Issue with email",
            "sla_due": "2023-10-09 13:53:18",
            "state": "In Progress",
            "subcategory": "Email",
            "sys_class_name": "Incident",
            "sys_created_by": "employee",
            "sys_created_on": "2023-09-18 13:53:47",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "a9a16740c61122760004fe9095b7ddca",
            "sys_mod_count": "6",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:51:52",
            "task_effective_number": "INC0000047",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "close_code",
            "caused_by",
            "contact_type",
            "knowledge",
            "rfc",
            "urgency",
            "business_service",
            "number"
        ],
        "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": "Solution provided",
            "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",
            "contact_type",
            "caused_by",
            "close_code",
            "cmdb_ci",
            "close_notes",
            "problem_id",
            "rfc",
            "parent_incident"
        ],
        "template_record": {
            "active": "false",
            "activity_due": "2016-12-12 17:26:36",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Network",
            "business_duration": "8 Hours",
            "business_impact": "",
            "business_service": "Email",
            "business_stc": "28,800",
            "calendar_duration": "1 Day 4 Hours 23 Minutes",
            "calendar_stc": "102,197",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Resolved by problem",
            "close_notes": "This incident is resolved.",
            "closed_at": "2016-12-13 18:46:44",
            "closed_by": {
                "display_value": "Joe Employee",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7"
            },
            "cmdb_ci": "Storage Area Network 001",
            "comments": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It appears to be down.\n\n",
            "comments_and_work_notes": "2016-12-13 12:30:14 - Joe Employee (Additional comments)\nHi David, \nThat must be it. I was on phone calls at all three of those times and must not have had any activity on my computer. Please close this incident.\n\n2016-12-13 10:42:25 - David Loo (Additional comments)\nHi Joe,\nI've checked in network logs and you were timed out from the VPN at 9:25AM, 10:42AM and 2:28PM. These three times coincide with entries in the exchange server logs showing you lost connection at those same times. The VPN policy is to time out a connection if it hasn't been active in 30 minutes. Please ensure the next time you lose connectivity you are still\u00a0connected to the VPN.\n\nI'm going to update this incident to resolved. Please let me know if you need any more assistance.\n\n2016-12-13 07:53:01 - Joe Employee (Additional comments)\nHi David,\nThank you! I use the corporate VPN and was also unable to connect to the email server at 9:30AM and 10:45AM.\n\n2016-12-13 06:43:17 - David Loo (Additional comments)\nHi Joe,\nMy name is David.\u00a0I'll be assisting you with this incident. Can you confirm which VPN you have been using today?\u00a0I also see you were having this issue at 2:30PM. Were there any other times you can recall you had issues connecting to the email?\n\n2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 16:56:57 - Beth Anglin (Additional comments)\nHi Joe, \nAs per discussion on call, Workaround has been provided and it has worked for you. I have verified with the Exchange team we haven't had an issue with the email server today. I'm going to assign this issue to the network team for further investigation.\n\n2016-12-12 12:43:50 - Joe Employee (Additional comments)\nHi Beth,\nYes, I'm connected to the VPN, although I've had to reconnect to it a couple of times. The last time I was unable to connect was 2:30PM.\n\n2016-12-12 10:52:42 - Beth Anglin (Additional comments)\nHi Joe, \nAre you connected to the VPN when you're having this issue? Can you identify a specific time you were unable to connect to email?\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n2016-12-12 08:30:49 - Beth Anglin (Additional comments)\nHi Joe, \nMy name is Beth and I'll be assisting you with your issue.\n\n2016-12-12 07:19:57 - Joe Employee (Additional comments)\nI am unable to connect to the email server. It 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": "Self-service",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "I am unable to connect to the email server. It appears to be down.",
            "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": "INC0000060",
            "opened_at": "2016-12-12 07:19:57",
            "opened_by": {
                "display_value": "Joe Employee",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "3 - Moderate",
            "problem_id": "",
            "reassignment_count": "2",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2016-12-13 13:43:14",
            "resolved_by": "David Loo",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Unable to connect to email",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": "Email",
            "sys_class_name": "Incident",
            "sys_created_by": "employee",
            "sys_created_on": "2016-12-12 07:19:57",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "1c741bd70b2322007518478d83673af3",
            "sys_mod_count": "15",
            "sys_tags": "",
            "sys_updated_by": "employee",
            "sys_updated_on": "2016-12-13 18:46:44",
            "task_effective_number": "INC0000060",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
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            "work_notes": "2016-12-12 16:56:57 - Beth Anglin (Work notes)\nUpdating priority as workaround for incident has been provided.\n\n2016-12-12 09:57:00 - Beth Anglin (Work notes)\nIncreasing priority as this incident is affecting more number of users\n\n2016-12-12 09:01:24 - Beth Anglin (Work notes)\nUpdating incident with correct Configuration item\n\n",
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            "sys_tags": "",
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            "universal_request": "",
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            "work_notes_list": "",
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]