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                "display_value": "David Loo",
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            "description": "We have a new hire starting on Monday. She will need to be set up with a desk, laptop, phone, email account, and systems access.",
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                "display_value": "2617 South Robinson Avenue, Oklahoma City,OK",
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            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
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            "parent_incident": "",
            "priority": "5 - Planning",
            "problem_id": "",
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-10-09 12:56:12",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "New employee hire",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "david.loo",
            "sys_created_on": "2023-07-22 16:52:18",
            "sys_domain": {
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            },
            "sys_domain_path": "/",
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            "sys_mod_count": "8",
            "sys_tags": "",
            "sys_updated_by": "admin",
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            "task_effective_number": "INC0000021",
            "time_worked": "",
            "universal_request": "",
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    },
    {
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            "calendar_stc": "",
            "caller_id": "David Miller",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "1",
            "close_code": "Workaround provided",
            "close_notes": "beshake takyr unshamably saeculum cigala",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n",
            "company": "",
            "contact_type": "Email",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
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            "description": "I am not able to edit a wiki page.",
            "due_date": "",
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            "number": "INC0009001",
            "opened_at": "2018-09-11 20:56:26",
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            "priority": "3 - Moderate",
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            "severity": "3 - Low",
            "short_description": "Unable to post content on a Wiki page",
            "sla_due": "UNKNOWN",
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            "sys_domain_path": "/",
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            "sys_updated_by": "admin",
            "sys_updated_on": "2018-12-12 23:32:42",
            "task_effective_number": "INC0009001",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
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            "work_end": "",
            "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n",
            "work_notes_list": "",
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        }
    },
    {
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        "task_fields": [
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            "service_offering"
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        "template_record": {
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "0 Seconds",
            "business_impact": "",
            "business_service": "",
            "business_stc": "0",
            "calendar_duration": "1 Minute",
            "calendar_stc": "114",
            "caller_id": "David Miller",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "1",
            "close_code": "Resolved by change",
            "close_notes": "This is not an issue with the USB port. Replaced the headset to resolve the issue.",
            "closed_at": "2018-12-09 19:29:08",
            "closed_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
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            "cmdb_ci": "",
            "comments": "",
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            "contact_type": "Chat",
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            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
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            "description": "My computer is not detecting the headphone device. It could be an issue with the USB port.",
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            "notify": "Do Not Notify",
            "number": "INC0009002",
            "opened_at": "2018-09-16 05:49:23",
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            "route_reason": "",
            "service_offering": "",
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            "short_description": "My computer is not detecting the headphone device",
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            "sys_id": "1c832706732023002728660c4cf6a7b9",
            "sys_mod_count": "9",
            "sys_tags": "",
            "sys_updated_by": "system",
            "sys_updated_on": "2023-10-10 16:19:00",
            "task_effective_number": "INC0009002",
            "time_worked": "",
            "universal_request": "",
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            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
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            "work_notes_list": "",
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        }
    },
    {
        "fields": {
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            "business_service": "Service",
            "caller_id": "Caller",
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            "service_offering",
            "business_service",
            "contact_type"
        ],
        "template_record": {
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            "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": "",
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            "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": "",
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            "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",
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            "location": {
                "display_value": "261 North Highway 101, Solana Beach,CA",
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            },
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            "opened_at": "2023-09-18 13:48:40",
            "opened_by": {
                "display_value": "ITIL User",
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            },
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            "problem_id": "PRB0000011",
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            "reopened_time": "",
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            "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": {
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            "business_service": "Service",
            "caller_id": "Caller",
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            "close_notes": "Resolution notes",
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            "impact": "Impact",
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "resolved_by",
            "description",
            "category",
            "impact",
            "parent_incident",
            "number",
            "cmdb_ci",
            "contact_type",
            "business_service",
            "problem_id",
            "urgency",
            "assignment_group",
            "rfc",
            "knowledge"
        ],
        "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": "No resolution provided",
            "close_notes": "fury undelimited quarryman uredema unconfusedly",
            "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",
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            "sys_created_on": "2023-09-18 13:53:47",
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            },
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            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
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            "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",
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            "work_start": ""
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            "short_description": "ATF : Test1",
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            "assignment_group": "Software",
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            "business_impact": "",
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            "business_stc": "2,061,992",
            "calendar_duration": "99 Days 19 Hours 46 Minutes",
            "calendar_stc": "8,624,792",
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            "category": "Software",
            "cause": "",
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            "close_code": "No resolution provided",
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            "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
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            "work_notes": "2015-11-01 20:47:17 - ITIL User (Work notes)\nI can't login to the application. Need to do some further research.\n\n",
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    },
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            "approval_set": "",
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        "template_record": {
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            "additional_assignee_list": "",
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            "approval_history": "",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "assignment_group": "",
            "business_duration": "",
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            "calendar_duration": "",
            "calendar_stc": "",
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            "category": "Inquiry / Help",
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            "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",
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            "time_worked": "",
            "universal_request": "",
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    },
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        ],
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            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "assignment_group": "",
            "business_duration": "2 Hours 32 Minutes",
            "business_impact": "",
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            "calendar_duration": "1 Day 1 Minute",
            "calendar_stc": "86,495",
            "caller_id": "Taylor Vreeland",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "comments": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n",
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            "correlation_id": "",
            "delivery_plan": "",
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            "description": "Were the permissions on the sales forecast spreadsheet changed recently? They were editable last week but are read only today. Can someone update the permissions to make the spreadsheet editable again? We need to update the spreadsheet ASAP.",
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            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
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                "display_value": "400 Pryor Street Southwest, Atlanta,GA",
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            "made_sla": "false",
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            "resolved_by": "",
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            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2023-07-11 16:42:56",
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            },
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            "sys_tags": "",
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            "sys_updated_on": "2023-10-09 12:37:49",
            "task_effective_number": "INC0000018",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
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        }
    },
    {
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        "task_fields": [
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            "category",
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            "cmdb_ci",
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            "impact",
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            "assignment_group",
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        ],
        "template_record": {
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            "activity_due": "2015-11-24 09:47:36",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
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            "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": "neuropsychiatry wattling ichor groping captivative",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Materials Management",
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            "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",
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            "incident_state": "On Hold",
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            "opened_at": "2015-11-02 12:49:08",
            "opened_by": {
                "display_value": "ITIL User",
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            },
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            "origin_id": "",
            "origin_table": "",
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            "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": {
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            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
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            "close_notes",
            "caused_by",
            "impact",
            "knowledge",
            "close_code",
            "cmdb_ci",
            "service_offering",
            "problem_id"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
            "assignment_group": "Software",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "bosker excluding disencumberment anacanth redundantly",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "*JEMPLOYEE-IBM",
            "comments": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n",
            "comments_and_work_notes": "2023-09-18 14:18:39 - beth (Additional comments)\nWill deliver new token tomorrow when I'm in the San Diego\n\t\t\toffice.\n\t\t\n\n2023-09-18 14:06:35 - ITIL User (Additional comments)\nSpoke to customer, appears to need a new VPN token.\n\n2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n2023-09-18 13:53:47 - Joe Employee (Additional comments)\nCan't connect to Email from home. Webmail appears to be down.\n\t\t\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Can't connect to email from my laptop.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "2 - Medium",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": {
                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000047",
            "opened_at": "2023-09-18 13:53:18",
            "opened_by": {
                "display_value": "Joe Employee",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "3 - Moderate",
            "problem_id": "",
            "reassignment_count": "2",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Issue with email",
            "sla_due": "2023-10-09 13:53:18",
            "state": "In Progress",
            "subcategory": "Email",
            "sys_class_name": "Incident",
            "sys_created_by": "employee",
            "sys_created_on": "2023-09-18 13:53:47",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "a9a16740c61122760004fe9095b7ddca",
            "sys_mod_count": "6",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:51:52",
            "task_effective_number": "INC0000047",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "contact_type",
            "service_offering",
            "number",
            "close_notes",
            "description",
            "impact",
            "category",
            "urgency",
            "business_service",
            "parent_incident",
            "caused_by",
            "rfc",
            "problem_id",
            "resolved_by",
            "assignment_group",
            "knowledge",
            "cmdb_ci"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-09 14:40:45",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "assignment_group": "Software",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by problem",
            "close_notes": "adhere overcup larcenic Armadillididae hoplomachy",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Controlling",
            "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n",
            "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": {
                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000051",
            "opened_at": "2023-09-18 13:48:32",
            "opened_by": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "1 - Critical",
            "problem_id": "PRB0000011",
            "reassignment_count": "0",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Manager can't access SAP Controlling application",
            "sla_due": "2023-09-18 05:36:33",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 13:48:32",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d7158da0c0a8016700eef46c8d1f3661",
            "sys_mod_count": "5",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:40:45",
            "task_effective_number": "INC0000051",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "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",
            "assignment_group",
            "knowledge",
            "number",
            "rfc",
            "close_notes",
            "service_offering",
            "urgency",
            "parent_incident",
            "contact_type",
            "close_code",
            "business_service",
            "category",
            "cmdb_ci"
        ],
        "template_record": {
            "active": "false",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Hardware",
            "business_duration": "23 Days 20 Hours 36 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,061,396",
            "calendar_duration": "99 Days 19 Hours 36 Minutes",
            "calendar_stc": "8,624,196",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Duplicate",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-01 17:35:27",
            "closed_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "",
            "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n",
            "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\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": "Multiple employees have reported that they are unable to send/receive email.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": "",
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000032",
            "opened_at": "2023-07-01 17:19:36",
            "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": "5 - Planning",
            "problem_id": "",
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-10-09 12:56:12",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "EMAIL Server Down Again",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2023-07-22 17:20:14",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "47079b68a9fe198100a614a4c225c88d",
            "sys_mod_count": "6",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 13:15:54",
            "task_effective_number": "INC0000032",
            "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",
            "close_notes",
            "description",
            "category",
            "business_service",
            "impact",
            "assignment_group",
            "urgency",
            "close_code",
            "problem_id",
            "caused_by"
        ],
        "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": "14 Days 1 Minute",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,209,684",
            "calendar_duration": "18 Days 1 Minute",
            "calendar_stc": "1,555,284",
            "caller_id": "Don Goodliffe",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Workaround provided",
            "close_notes": "musculin handy Elanus iced spinousness",
            "closed_at": "2023-07-06 16:55:10",
            "closed_by": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "cmdb_ci": "IBM-T42-DLG",
            "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": "I have a project involving video editing to complete. I've installed the editing software and the memory in my laptop is insufficient to run it effectively.",
            "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": "INC0000025",
            "opened_at": "2023-06-18 16:53:46",
            "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": "",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Need to add more memory to laptop",
            "sla_due": "UNKNOWN",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "david.loo",
            "sys_created_on": "2023-07-11 16:55:07",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "46f09e75a9fe198100f4ffd8d366d17b",
            "sys_mod_count": "6",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:44:35",
            "task_effective_number": "INC0000025",
            "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",
            "service_offering",
            "description",
            "rfc",
            "caused_by",
            "urgency",
            "knowledge",
            "assignment_group",
            "impact"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Problem CoordinatorATF",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Resolved by change",
            "close_notes": "sigillariaceous archoptoma afortiori Capetian unabrupt",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "",
            "company": "",
            "contact_type": "Chat",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Unable to access the personal details section in payroll portal",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "Awaiting Problem",
            "impact": "3 - Low",
            "incident_state": "On Hold",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0001990",
            "opened_at": "2020-06-07 09:02:25",
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            "sys_tags": "",
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            "time_worked": "",
            "universal_request": "",
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            "user_input": "",
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        ],
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            "additional_assignee_list": "",
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            "approval_history": "",
            "approval_set": "",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
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            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Jerrod Bennett",
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            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "unsubjectedness reprobance shoregoing syncerebral gehlenite",
            "closed_at": "",
            "closed_by": "",
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            "group_list": "",
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            },
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            "resolved_by": "",
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            "route_reason": "",
            "service_offering": "",
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            "subcategory": null,
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            "sys_updated_on": "2023-10-09 12:49:40",
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            "time_worked": "",
            "universal_request": "",
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            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "cmdb_ci",
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
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            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Bud Richman",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "User error",
            "close_notes": "anticovenanter Theriodontia housewife hyperirritable shinily",
            "closed_at": "",
            "closed_by": "",
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            },
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            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
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            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
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            "incident_state": "New",
            "knowledge": "false",
            "location": {
                "display_value": "1050 Sunnyview Road Northeast, Salem,OR",
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            "made_sla": "false",
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            "opened_at": "2023-07-11 17:41:01",
            "opened_by": {
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
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            "parent_incident": "",
            "priority": "5 - Planning",
            "problem_id": "",
            "reassignment_count": "",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Trouble getting to Oregon mail server",
            "sla_due": "2023-08-01 17:41:01",
            "state": "New",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2023-07-11 17:42:29",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "471bfbc7a9fe198101e77a3e10e5d47f",
            "sys_mod_count": "3",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:39:15",
            "task_effective_number": "INC0000039",
            "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",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "assignment_group",
            "cmdb_ci",
            "contact_type",
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        "template_record": {
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Don Goodliffe",
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            },
            "assignment_group": "Hardware",
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            "business_impact": "",
            "business_service": "",
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            "calendar_duration": "105 Days 21 Hours 33 Minutes",
            "calendar_stc": "9,149,601",
            "caller_id": "David Loo",
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            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-06-25 17:24:08",
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                "display_value": "Don Goodliffe",
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            "due_date": "",
            "escalation": "Normal",
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            "follow_up": "",
            "group_list": "",
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                "display_value": "324 South State Street, Salt Lake City,UT",
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            },
            "made_sla": "false",
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            "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": "",
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            "origin_table": "",
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            "parent_incident": "",
            "priority": "1 - Critical",
            "problem_id": "",
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            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-10-09 12:56:13",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "File Server is 80% full - Needs upgrade",
            "sla_due": "UNKNOWN",
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            "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",
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        },
        "task_fields": [
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            "category",
            "assignment_group",
            "business_service",
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            "rfc",
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            "impact",
            "problem_id"
        ],
        "template_record": {
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            "additional_assignee_list": "",
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "assignment_group": "Service Desk",
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            "business_impact": "",
            "business_service": "",
            "business_stc": "2,033,892",
            "calendar_duration": "98 Days 19 Hours 58 Minutes",
            "calendar_stc": "8,539,092",
            "caller_id": "Rick Berzle",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-07 16:58:58",
            "closed_by": {
                "display_value": "Don Goodliffe",
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            "cmdb_ci": "",
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                "display_value": "ACME North America",
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            "calendar_stc": "7,246,053",
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            "category": "Inquiry / Help",
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            "description": "Where do I find toner for the HP 950C I have?",
            "due_date": "",
            "escalation": "Normal",
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            "group_list": "",
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            "impact": "1 - High",
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                "display_value": "Five Points 2009 Fairview RD, Raleigh, NC",
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            "resolved_at": "2023-10-09 12:56:12",
            "resolved_by": "System Administrator",
            "rfc": "",
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            "service_offering": "",
            "severity": "1 - High",
            "short_description": "Printer in my office is out of toner",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
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            "short_description": "my PDF docs are all locked from editing",
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            "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
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        ],
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            "additional_assignee_list": "",
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            "approval_history": "",
            "approval_set": "",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
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            "business_duration": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "retributory repuff impressionless snowproof Clathraria",
            "closed_at": "",
            "closed_by": "",
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            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
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                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
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            "description": "Unable to get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
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            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000055",
            "opened_at": "2023-09-18 21:47:23",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
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            "priority": "1 - Critical",
            "problem_id": "PRB0000011",
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            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "SAP Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
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            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
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            "work_start": ""
        }
    },
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            "close_notes": "reasonedly tifinagh predifferent Burhinus costochondral",
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    },
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            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "While launching the defect tracking base URL, it is redirecting to an error page.",
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            "reopened_time": "",
            "resolved_at": "2018-09-01 06:18:53",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "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": {
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        "template_record": {
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            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "Software",
            "business_duration": "",
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            "business_stc": "",
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            "child_incidents": "",
            "close_code": "Duplicate",
            "close_notes": "Biloculina undisconcerted Brasenia disrealize grouseward",
            "closed_at": "",
            "closed_by": "",
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            "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",
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            "delivery_plan": "",
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        }
    },
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            "task_effective_number": "INC0009003",
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            "universal_request": "",
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            "user_input": "",
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            "work_notes_list": "",
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        }
    },
    {
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        },
        "task_fields": [
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            "caller_id",
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            "rfc",
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        "template_record": {
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            "assignment_group": "Software",
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            "business_stc": "",
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            "calendar_stc": "",
            "caller_id": "Bud Richman",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by request",
            "close_notes": "aint kenareh deary scuddawn yearn",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "Sales Force Automation",
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            "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",
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            "escalation": "Normal",
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            "short_description": "Need access to the common drive.",
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            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
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            "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",
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    },
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            "calendar_stc": "7,937,181",
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            "calendar_stc": "1,382,417",
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            "close_notes": "liquidable unfarrowed fluxionist undate trouser",
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            "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",
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            "short_description": "Rain is leaking on main DNS Server",
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        }
    },
    {
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            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "urgency",
            "close_notes",
            "cmdb_ci",
            "category",
            "caused_by",
            "rfc",
            "number",
            "assignment_group",
            "problem_id",
            "service_offering",
            "business_service",
            "close_code",
            "impact",
            "contact_type",
            "parent_incident"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Database",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Solution provided",
            "close_notes": "Tilda tavernly exhumate alares unacceptably",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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 get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000055",
            "opened_at": "2023-09-18 21:47:23",
            "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 Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
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            "description": "Description",
            "impact": "Impact",
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            "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",
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            "knowledge",
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            "close_notes",
            "contact_type",
            "urgency",
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            "service_offering",
            "caused_by",
            "business_service",
            "resolved_by",
            "problem_id",
            "close_code"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-09 14:50:55",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Howard Johnson",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf"
            },
            "assignment_group": "Service Desk",
            "business_duration": "43 Seconds",
            "business_impact": "",
            "business_service": "",
            "business_stc": "43",
            "calendar_duration": "43 Seconds",
            "calendar_stc": "43",
            "caller_id": "Sam Sorokin",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "User error",
            "close_notes": "outmoded pluricuspidate stereornithic wagoner Erastianism",
            "closed_at": "2023-07-11 17:35:39",
            "closed_by": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "cmdb_ci": "EFOWEB",
            "comments": "",
            "comments_and_work_notes": "",
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                "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 place order for a new machine. Will need help with installation also.",
            "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": "INC0000037",
            "opened_at": "2023-07-11 17:34:56",
            "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": "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": "Request for a new service",
            "sla_due": "UNKNOWN",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "david.loo",
            "sys_created_on": "2023-07-11 17:35:36",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "4715ab62a9fe1981018c3efb96143495",
            "sys_mod_count": "8",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:51:40",
            "task_effective_number": "INC0000037",
            "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",
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            "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",
            "cmdb_ci",
            "impact",
            "number",
            "rfc",
            "close_code",
            "resolved_by",
            "parent_incident",
            "assignment_group",
            "problem_id",
            "business_service",
            "category"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Bud Richman",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7"
            },
            "assignment_group": "",
            "business_duration": "3 Days 2 Hours 29 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "268,184",
            "calendar_duration": "6 Days",
            "calendar_stc": "518,458",
            "caller_id": "Fred Luddy",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Known error",
            "close_notes": "knacker paleoencephalon Lepidosphes earpick freakish",
            "closed_at": "2023-07-04 16:45:37",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "2023-07-11 16:45:51 - System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 16:45:51 - System Administrator (Additional comments)\nI got some patches last night and now can't log in to the Unix\n\t\t\tbox I need to for development.\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 downloaded and installed 64-bit Windows 7 virtual machine and I can't get it to launch. I'm not sure if I need 64-bit or 32-bit.",
            "due_date": "",
            "escalation": "Moderate",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "2 - Medium",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": {
                "display_value": "Five Points 2009 Fairview RD, Raleigh, NC",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000019",
            "opened_at": "2023-06-28 16:44:39",
            "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": "2 - High",
            "problem_id": "PRB0000001",
            "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 launch 64-bit Windows 7 virtual machine",
            "sla_due": "2023-06-29 16:44:39",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2023-07-11 16:45:51",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "46e8219ba9fe1981013806b6e04fed06",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:46:13",
            "task_effective_number": "INC0000019",
            "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",
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            "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",
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            },
            "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",
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            },
            "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": {
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            "business_service": "Service",
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            "close_notes": "Resolution notes",
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            "parent_incident": "Parent Incident",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
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            "problem_id",
            "contact_type",
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            "close_notes",
            "close_code",
            "caused_by",
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            "service_offering",
            "resolved_by",
            "parent_incident",
            "assignment_group",
            "business_service",
            "number",
            "description"
        ],
        "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": "System Administrator",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Resolved by change",
            "close_notes": "nonoptional keratoplasty radicalization duplication tradesmanwise",
            "closed_at": "",
            "closed_by": "",
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            "comments_and_work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n",
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            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
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            "work_end": "",
            "work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n",
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    },
    {
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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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            "caller_id": "Fred Luddy",
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            "assignment_group": "Service Desk",
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            "calendar_duration": "98 Days 19 Hours 58 Minutes",
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                "display_value": "David Loo",
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            "problem_id": "",
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            "short_description": "Request for a new service",
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            "sys_created_by": "david.loo",
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            "sys_domain_path": "/",
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            "child_incidents": "0",
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            "closed_at": "",
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            "opened_at": "2019-07-22 14:04:57",
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            "short_description": "ATF : Test1",
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            "sys_updated_on": "2019-07-22 14:05:48",
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            "upon_reject": "Cancel all future Tasks",
            "urgency": "3 - Low",
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    },
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            "business_service",
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        ],
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            "additional_assignee_list": "",
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            "approval_set": "",
            "assigned_to": {
                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
            "assignment_group": "Service Desk",
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            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
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            "cause": "",
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            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
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            "contact_type": "Phone",
            "contract": "",
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            "opened_at": "2023-09-18 21:47:23",
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            "service_offering": "",
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            "sys_created_on": "2023-09-18 21:49:39",
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            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
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        ],
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                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
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            "assignment_group": "Software",
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            "business_service": "",
            "business_stc": "432,000",
            "calendar_duration": "5 Days",
            "calendar_stc": "432,024",
            "caller_id": "Fred Luddy",
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            "close_notes": "asyndesis flecnode gallocyanin unably Franklinist",
            "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",
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            "knowledge": "false",
            "location": {
                "display_value": "324 South State Street, Salt Lake City,UT",
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            },
            "made_sla": "false",
            "notify": "Do Not Notify",
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            "opened_at": "2023-06-25 16:38:46",
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            },
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            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "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",
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            },
            "sys_domain_path": "/",
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            "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",
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            "close_notes": "Resolution notes",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "description",
            "cmdb_ci",
            "caused_by"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
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            "approval_history": "",
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            "assigned_to": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "assignment_group": "",
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            "calendar_stc": "",
            "caller_id": "Bow Ruggeri",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Workaround provided",
            "close_notes": "neurocele quercin buckled sternman sinciput",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\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": "",
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            "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
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            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
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            "made_sla": "false",
            "notify": "Do Not Notify",
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            "opened_at": "2023-07-11 17:44:53",
            "opened_by": {
                "display_value": "Bow Ruggeri",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8"
            },
            "order": "",
            "origin_id": "",
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            "parent": "",
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            "priority": "3 - Moderate",
            "problem_id": "",
            "reassignment_count": "1",
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            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "My desk phone does not work",
            "sla_due": "UNKNOWN",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "bow",
            "sys_created_on": "2023-07-11 17:45:27",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "471eb058a9fe198100f89592e1ea93d3",
            "sys_mod_count": "5",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:52:15",
            "task_effective_number": "INC0000041",
            "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",
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "business_service",
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            "cmdb_ci",
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            "parent_incident",
            "problem_id",
            "caused_by"
        ],
        "template_record": {
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            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
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            "approval_history": "",
            "approval_set": "",
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            "business_impact": "",
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            "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
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            "short_description": "my PDF docs are all locked from editing",
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            "closed_at": "2023-07-11 16:59:20",
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            "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": "Resolved by caller",
            "close_notes": "cavernicolous euryprognathous I foolhardy etamine",
            "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"
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            "contact_type": "Phone",
            "contract": "",
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            "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"
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            "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"
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            "priority": "1 - Critical",
            "problem_id": "",
            "reassignment_count": "2",
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            "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",
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            "sys_domain_path": "/",
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            "sys_updated_on": "2023-10-09 12:51:23",
            "task_effective_number": "INC0000016",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
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            "urgency": "1 - High",
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        }
    },
    {
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        ],
        "template_record": {
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            "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": "Known error",
            "close_notes": "suovetaurilia galvanography irenic resuck antivibrating",
            "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": "Walk-in",
            "contract": "",
            "correlation_display": "",
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            "delivery_plan": "",
            "delivery_task": "",
            "description": "Need access to the common drive for sharing files which can be accessed by all members. Please provide access.",
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            "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",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
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            "order": "",
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            "parent_incident": "INC0007001",
            "priority": "4 - Low",
            "problem_id": "",
            "reassignment_count": "0",
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            "reopened_by": "",
            "reopened_time": "",
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            "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": ""
        }
    },
    {
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        "task_fields": [
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        ],
        "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": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Bud Richman",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by change",
            "close_notes": "preterpluperfect refractively distortion Cluniacensian absorptiveness",
            "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"
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            "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"
            },
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            "origin_table": "",
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            "priority": "1 - Critical",
            "problem_id": "PRB0000011",
            "reassignment_count": "0",
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            "reopened_by": "",
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            "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",
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            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "cmdb_ci",
            "number",
            "service_offering",
            "close_code"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2015-11-24 09:47:36",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Fred Luddy",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005"
            },
            "assignment_group": "Service Desk",
            "business_duration": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
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            "child_incidents": "",
            "close_code": "No resolution provided",
            "close_notes": "pseudospermium Helderbergian tenuate Draconically hemachrosis",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n",
            "comments_and_work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-11-14 18:55:49 - System Administrator (Additional comments)\nI got this\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n",
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                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
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            "contact_type": "Phone",
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            "description": "I need to organize my inbox in my email program. However I can't create a sub-folder. I didn't seen an option to create a new folder when right clicking.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "Awaiting Caller",
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            "incident_state": "On Hold",
            "knowledge": "false",
            "location": "",
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000017",
            "opened_at": "2015-08-12 16:41:00",
            "opened_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
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            "reopened_time": "",
            "resolved_at": "",
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            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "How do I create a sub-folder",
            "sla_due": "2015-09-01 17:00:00",
            "state": "On Hold",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2015-08-25 16:41:54",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "46e482d9a9fe198101d3e3f3e2a14459",
            "sys_mod_count": "36",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2015-11-24 07:47:36",
            "task_effective_number": "INC0000017",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2015-11-16 09:15:18 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2015-11-14 18:56:11 - System Administrator (Work notes)\nghfghfgh\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
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            "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",
            "parent_incident",
            "category",
            "impact",
            "knowledge"
        ],
        "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": "Solution provided",
            "close_notes": "inosinic curability Eireannach pangamously peripeteia",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Materials Management",
            "comments": "2015-11-16 15:05:45 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-16 15:00:40 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:57 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-09 09:58:47 - System Administrator (Additional comments)\nIts totaly broken\n\n2015-11-01 20:47:17 - ITIL User (Additional comments)\nSAP Materials Management is slow or there is an outage\n\n",
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            "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n",
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            "work_notes_list": "",
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        }
    },
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            "assignment_group": "Openspace",
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            "close_notes": "calistheneum overanxiously coelder Slavonize rustical",
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            "upon_reject": "Cancel all future Tasks",
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            "work_notes_list": "",
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        }
    },
    {
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        "task_fields": [
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        ],
        "template_record": {
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
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            "calendar_stc": "",
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            "close_notes": "anenterous sawdustish overunsuitable cobaea Islamization",
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            "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",
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            "delivery_plan": "",
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            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
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            "opened_at": "2023-09-18 13:53:18",
            "opened_by": {
                "display_value": "Joe Employee",
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            },
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            "origin_table": "",
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            "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": "",
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            "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": "/",
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            "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",
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            "resolved_by": "Resolved by",
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            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "rfc",
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            "work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n",
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            "comments": "2015-11-16 15:17:50 - System Administrator (Additional comments)\nAdded an attachment\n\n",
            "comments_and_work_notes": "2015-11-16 15:17:50 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n",
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            "work_notes": "2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n",
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            },
            "assignment_group": "Network",
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            "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",
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            "comments": "2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n",
            "comments_and_work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n",
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            "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
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            "calendar_stc": "345,805",
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            "closed_at": "2023-07-11 16:59:20",
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            },
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            "service_offering": "",
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            "short_description": "Please remove the latest hotfix from my PC",
            "sla_due": "UNKNOWN",
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            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "david.loo",
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            "sys_updated_by": "admin",
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            "task_effective_number": "INC0000027",
            "time_worked": "",
            "universal_request": "",
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            "upon_reject": null,
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            "user_input": "",
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    },
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            "additional_assignee_list": "",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Service Desk",
            "business_duration": "20 Days 6 Hours 5 Minutes",
            "business_impact": "",
            "business_service": "",
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            "calendar_duration": "84 Days 21 Hours 5 Minutes",
            "calendar_stc": "7,333,549",
            "caller_id": "Rick Berzle",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
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            },
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            "short_description": "Reset my password",
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            "sys_created_on": "2023-07-22 15:51:33",
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                "display_value": "David Loo",
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            },
            "assignment_group": "Network",
            "business_duration": "8 Hours",
            "business_impact": "",
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            "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": "Workaround provided",
            "close_notes": "This incident is resolved.",
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            "closed_by": {
                "display_value": "Joe Employee",
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            },
            "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",
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            "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",
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                "display_value": "ITIL User",
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            "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n",
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            "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",
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            "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n",
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        }
    },
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            "close_notes": "thalliferous gullishly copyman rax Normanesque",
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            "comments_and_work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n",
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            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
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            },
            "assignment_group": "",
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            "business_impact": "",
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            "calendar_duration": "84 Days 20 Hours 4 Minutes",
            "calendar_stc": "7,329,851",
            "caller_id": "Fred Luddy",
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            "work_start": ""
        }
    },
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        }
    },
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            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
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            },
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            "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",
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            "work_notes": "2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n",
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            "calendar_stc": "",
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            "close_notes": "kalpis unfranked smily undeformedness abecedary",
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            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
            "watch_list": "",
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            "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n",
            "work_notes_list": "",
            "work_start": ""
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    },
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            "work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n",
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                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
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            "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n",
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            "close_notes": "recusative shavee unimodality Sotho panchromatic",
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            "sys_updated_on": "2023-10-09 12:40:45",
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            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n",
            "company": "",
            "contact_type": "Email",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
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            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
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            "incident_state": "New",
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            "made_sla": "true",
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            "opened_at": "2018-08-31 21:35:21",
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            },
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            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Email server is down.",
            "sla_due": "UNKNOWN",
            "state": "New",
            "subcategory": "Email",
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2018-08-31 21:35:45",
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            },
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2018-12-12 23:18:55",
            "task_effective_number": "INC0009005",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2018-12-12 23:18:42 - System Administrator (Work notes)\nupdated the priority to high based on the criticality of the Incident.\n\n",
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            "work_start": ""
        }
    },
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            "approval_history": "",
            "approval_set": "",
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            "assignment_group": "",
            "business_duration": "",
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            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "survey user",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Resolved by caller",
            "close_notes": "heroner supertare somewhatness agglomerator rendlewood",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
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            "comments_and_work_notes": "",
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            "opened_at": "2021-01-15 13:04:14",
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            "short_description": "ATF:TEST2",
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            "sys_updated_on": "2021-01-21 15:31:42",
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    },
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        ],
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            "approval_set": "",
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                "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",
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            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-23 17:37:14",
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                "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",
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            "follow_up": "",
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            "hold_reason": "",
            "impact": "2 - Medium",
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                "display_value": "324 South State Street, Salt Lake City,UT",
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            },
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            "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"
            },
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            "reopened_time": "",
            "resolved_at": "2023-10-09 12:56:13",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "my PDF docs are all locked from editing",
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            "sys_created_by": "admin",
            "sys_created_on": "2023-07-22 17:38:00",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
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            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
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            "work_notes_list": "",
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        }
    },
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        },
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        ],
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            "approval_set": "",
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                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
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            "calendar_stc": "",
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            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "disnosed fieldish spondee Ptolemaical inrighted",
            "closed_at": "",
            "closed_by": "",
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            "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n",
            "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n",
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            "expected_start": "",
            "follow_up": "",
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            "hold_reason": "",
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                "display_value": "San Diego",
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            },
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            "opened_at": "2023-09-18 14:58:24",
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            },
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            "resolved_by": "",
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            "route_reason": "",
            "service_offering": "",
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            "short_description": "Can't access Exchange server - is it down?",
            "sla_due": "2025-05-20 22:58:24",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "glide.maint",
            "sys_created_on": "2023-09-18 11:05:40",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
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            "sys_updated_on": "2023-10-09 12:49:40",
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            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "close_code",
            "business_service",
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            "cmdb_ci",
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            "problem_id",
            "close_notes",
            "contact_type",
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            "assignment_group"
        ],
        "template_record": {
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            "additional_assignee_list": "",
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "assignment_group": "",
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            "calendar_stc": "",
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            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by problem",
            "close_notes": "varioliform chirographer Striges Cantabrigian olfactometry",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n",
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                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
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            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
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            "location": "",
            "made_sla": "false",
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            "opened_at": "2023-07-11 17:44:53",
            "opened_by": {
                "display_value": "Bow Ruggeri",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8"
            },
            "order": "",
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            "priority": "3 - Moderate",
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            "resolved_by": "",
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            "route_reason": "",
            "service_offering": "",
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            "short_description": "My desk phone does not work",
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            "subcategory": null,
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            "sys_created_by": "bow",
            "sys_created_on": "2023-07-11 17:45:27",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:52:15",
            "task_effective_number": "INC0000041",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
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            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
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            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "User error",
            "close_notes": "upshot Cynocrambaceae slavocrat perissologic mosey",
            "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",
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            "follow_up": "",
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            "hold_reason": "Awaiting Caller",
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            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
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            "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,
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    },
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        ],
        "template_record": {
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            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Luke Wilson",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "User error",
            "close_notes": "flashness floe chameleon gerontocratic decempartite",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "Sales Force Automation",
            "comments": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n",
            "comments_and_work_notes": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n",
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            "delivery_plan": "",
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            "description": "Pages are taking more time to load than normal.",
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            "group_list": "",
            "hold_reason": "(2)",
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            "made_sla": "false",
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            "opened_at": "2015-11-02 14:05:36",
            "opened_by": {
                "display_value": "Luke Wilson",
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            },
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            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "Having problems with Sales Tools performance",
            "sla_due": "2015-11-03 14:05:36",
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            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2015-11-02 14:06:42",
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2015-11-24 07:46:20",
            "task_effective_number": "INC0000048",
            "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": ""
        }
    },
    {
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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",
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        },
        "task_fields": [
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            "caller_id",
            "close_code",
            "cmdb_ci",
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            "rfc"
        ],
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            "approval": null,
            "approval_history": "",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7"
            },
            "assignment_group": "Service Desk",
            "business_duration": "20 Days 6 Hours 27 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,751,222",
            "calendar_duration": "84 Days 21 Hours 27 Minutes",
            "calendar_stc": "7,334,822",
            "caller_id": "Fred Luddy",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "No resolution provided",
            "close_notes": "Walked him through settng his password, again.",
            "closed_at": "2023-07-17 17:40:24",
            "closed_by": {
                "display_value": "Don Goodliffe",
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            },
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "",
            "company": "",
            "contact_type": "Email",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "User forgot their email password.",
            "due_date": "",
            "escalation": "Moderate",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "Closed",
            "knowledge": "false",
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            "made_sla": "false",
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            "opened_at": "2023-07-16 15:49:22",
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            },
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            "reopen_count": "",
            "reopened_by": "",
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            "resolved_at": "2023-10-09 13:16:24",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "Forgot email password",
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            "sys_created_by": "pat",
            "sys_created_on": "2022-02-07 14:34:12",
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            },
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 13:16:24",
            "task_effective_number": "INC0000004",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "1 - High",
            "user_input": "",
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            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
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            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
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        "task_fields": [
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            "caller_id",
            "description",
            "knowledge",
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            "business_service"
        ],
        "template_record": {
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            "additional_assignee_list": "",
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            "approval_set": "",
            "assigned_to": {
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "",
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            "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 problem",
            "close_notes": "sophic antidotism pliably distillmint line",
            "closed_at": "2023-06-13 17:30:02",
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            "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",
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            "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.",
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            "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": {
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
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            "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,
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            "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": ""
        }
    },
    {
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            "business_stc": "93,885",
            "calendar_duration": "4 Days 3 Minutes",
            "calendar_stc": "345,805",
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            "caused_by": "",
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            "close_notes": "saccharoid jaculatory diurnalness overyouthful unsnaggled",
            "closed_at": "2023-07-11 16:59:20",
            "closed_by": "",
            "cmdb_ci": "Windows XP Hotfix (SP2) Q817606",
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            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
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            "location": {
                "display_value": "Five Points 2009 Fairview RD, Raleigh, NC",
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            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000027",
            "opened_at": "2023-07-07 16:55:55",
            "opened_by": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
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            "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",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
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            "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": {
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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        },
        "task_fields": [
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        ],
        "template_record": {
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "assignment_group": "",
            "business_duration": "2 Hours 32 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "9,173",
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            "cause": "",
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            "close_notes": "annuitant harlequinade thoughted unprophetlike went",
            "closed_at": "2023-06-27 16:44:21",
            "closed_by": "",
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            "comments": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n",
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                "display_value": "ACME North America",
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            "route_reason": "",
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            "task_effective_number": "INC0000018",
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            "universal_request": "",
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            "work_notes": "",
            "work_notes_list": "",
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        }
    },
    {
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        ],
        "template_record": {
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            "activity_due": "2023-10-02 16:50:20",
            "additional_assignee_list": "",
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            "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": "No resolution provided",
            "close_notes": "sumac pinnulet visceromotor Washoan underread",
            "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",
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                "display_value": "ACME North America",
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            "expected_start": "",
            "follow_up": "",
            "group_list": "",
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            "opened_at": "2023-09-18 13:48:40",
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            },
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            "problem_id": "PRB0000011",
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            "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",
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            },
            "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",
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            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
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            "impact": "Impact",
            "knowledge": "Knowledge",
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "contact_type",
            "urgency",
            "problem_id",
            "rfc",
            "description",
            "resolved_by",
            "service_offering"
        ],
        "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": "Luke Wilson",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Workaround provided",
            "close_notes": "vortically polygonically overswinging why pneumatograph",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "Sales Force Automation",
            "comments": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n",
            "comments_and_work_notes": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\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": "Pages are taking more time to load than normal.",
            "due_date": "",
            "escalation": "High",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "(2)",
            "impact": "2 - Medium",
            "incident_state": "On Hold",
            "knowledge": "false",
            "location": {
                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000048",
            "opened_at": "2015-11-02 14:05:36",
            "opened_by": {
                "display_value": "Luke Wilson",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "4 - Low",
            "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": "Having problems with Sales Tools performance",
            "sla_due": "2015-11-03 14:05:36",
            "state": "On Hold",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2015-11-02 14:06:42",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "a9e428cac61122760075710592216c58",
            "sys_mod_count": "12",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2015-11-24 07:46:20",
            "task_effective_number": "INC0000048",
            "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",
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            "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",
            "cmdb_ci",
            "category",
            "impact",
            "service_offering",
            "description",
            "caused_by"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "advisable unboraxed anticarnivorous transpirative overinstruction",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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 get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000055",
            "opened_at": "2023-09-18 21:47:23",
            "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 Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
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            "work_start": ""
        }
    },
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                "display_value": "Howard Johnson",
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            "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": "",
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            "opened_at": "2023-07-03 16:07:12",
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            "service_offering": "",
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            "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",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
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            "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": "",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "activity_due": "2016-12-12 17:26:36",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
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            "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": "Solution provided",
            "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"
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            "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"
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            "knowledge": "false",
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            "notify": "Do Not Notify",
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            "opened_at": "2016-12-12 07:19:57",
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                "display_value": "Joe Employee",
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            "resolved_at": "2016-12-13 13:43:14",
            "resolved_by": "David Loo",
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            "subcategory": "Email",
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            "sys_created_by": "employee",
            "sys_created_on": "2016-12-12 07:19:57",
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                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
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            "sys_id": "1c741bd70b2322007518478d83673af3",
            "sys_mod_count": "15",
            "sys_tags": "",
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            "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",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "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",
            "work_notes_list": "",
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        }
    },
    {
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            "business_service": "Service",
            "caller_id": "Caller",
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            "close_code": "Resolution code",
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            "parent_incident": "Parent Incident",
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            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "number",
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            "service_offering",
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        "template_record": {
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            "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": "User error",
            "close_notes": "balladeer spayard cheering postulnar Anguimorpha",
            "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": "",
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            "description": "Main menu doesn't load when I open the SAP Financial Accounting application.",
            "due_date": "",
            "escalation": "Overdue",
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            "follow_up": "",
            "group_list": "",
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            "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",
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            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "knowledge",
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            "close_code",
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            "cmdb_ci",
            "service_offering"
        ],
        "template_record": {
            "active": "false",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "0 Seconds",
            "business_impact": "",
            "business_service": "",
            "business_stc": "0",
            "calendar_duration": "31 Minutes",
            "calendar_stc": "1,905",
            "caller_id": "David Miller",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Duplicate",
            "close_notes": "Reinstalled the app",
            "closed_at": "2018-08-30 02:49:17",
            "closed_by": {
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            },
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            "contact_type": "Chat",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Having an issue with users trying to access the company portal app",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
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            "hold_reason": "",
            "impact": "2 - Medium",
            "incident_state": "Closed",
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            "notify": "Do Not Notify",
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            "opened_at": "2018-08-30 02:17:32",
            "opened_by": {
                "display_value": "System Administrator",
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            },
            "order": "",
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            "priority": "3 - Moderate",
            "problem_id": "",
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            "reopened_time": "",
            "resolved_at": "2018-08-30 02:49:17",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Cannot sign into the company portal app",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2018-08-30 02:18:00",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
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            "sys_mod_count": "4",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2018-12-12 23:39:53",
            "task_effective_number": "INC0009003",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
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            "parent_incident": "Parent Incident",
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            "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",
            "caused_by",
            "cmdb_ci",
            "resolved_by",
            "assignment_group",
            "close_notes"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by change",
            "close_notes": "Puyallup dominator stageman anthracocide unliving",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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 get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000055",
            "opened_at": "2023-09-18 21:47:23",
            "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 Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "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",
            "assignment_group",
            "business_service",
            "parent_incident",
            "service_offering",
            "rfc",
            "cmdb_ci",
            "urgency",
            "knowledge",
            "number",
            "contact_type",
            "impact",
            "description",
            "close_code",
            "caused_by",
            "resolved_by",
            "close_notes",
            "category"
        ],
        "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": "Solution provided",
            "close_notes": "oxcart Subcarboniferous transboard unnational uncanonic",
            "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",
            "contact_type",
            "service_offering",
            "caused_by",
            "assignment_group"
        ],
        "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": "Luke Wilson",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by change",
            "close_notes": "chitterling Indigenismo oxyphilic clove cyclothymiac",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "Sales Force Automation",
            "comments": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n",
            "comments_and_work_notes": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\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": "Pages are taking more time to load than normal.",
            "due_date": "",
            "escalation": "High",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "(2)",
            "impact": "2 - Medium",
            "incident_state": "On Hold",
            "knowledge": "false",
            "location": {
                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000048",
            "opened_at": "2015-11-02 14:05:36",
            "opened_by": {
                "display_value": "Luke Wilson",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "4 - Low",
            "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": "Having problems with Sales Tools performance",
            "sla_due": "2015-11-03 14:05:36",
            "state": "On Hold",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2015-11-02 14:06:42",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "a9e428cac61122760075710592216c58",
            "sys_mod_count": "12",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2015-11-24 07:46:20",
            "task_effective_number": "INC0000048",
            "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"
        },
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            "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",
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            "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",
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            "work_notes": "2023-09-18 14:06:35 - ITIL User (Work notes)\nBe sure to record VPN ID number in the CMDB.\n\n",
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        }
    },
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            "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": "Solution provided",
            "close_notes": "quinarius treacherousness porphyrine iter sagoin",
            "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"
            },
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            "description": "Nothing loads in the application. Is there an outage?",
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            },
            "made_sla": "true",
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            "reassignment_count": "0",
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            "resolved_at": "",
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            "rfc": "",
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            "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": ""
        }
    },
    {
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            "assignment_group": "Assignment group",
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        ],
        "template_record": {
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            "activity_due": "2023-10-02 18:08:31",
            "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"
            },
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            "caller_id": "Carol Coughlin",
            "category": "Database",
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            "close_notes": "breviary veniplex mellitate reshoot pontificate",
            "closed_at": "",
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            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
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            "contract": "",
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            "description": "Unable to get into the SAP Sales app. It was working yesterday.",
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            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
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            "incident_state": "In Progress",
            "knowledge": "false",
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            "made_sla": "true",
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            "opened_at": "2023-09-18 21:47:23",
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                "display_value": "ITIL User",
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            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "SAP Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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        "template_record": {
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            "approval": "Not Yet Requested",
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            "approval_set": "",
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            "assignment_group": "Service Desk",
            "business_duration": "",
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            "caller_id": "Christen Mitchell",
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            "close_code": "Resolved by change",
            "close_notes": "innerly pleurotyphoid offeree summery transiter",
            "closed_at": "",
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            "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",
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            "hold_reason": "Awaiting Caller",
            "impact": "1 - High",
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            "made_sla": "true",
            "notify": "Do Not Notify",
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            "opened_at": "2015-11-02 12:49:08",
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                "display_value": "ITIL User",
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            },
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            "problem_id": "PRB0000011",
            "reassignment_count": "0",
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            "severity": "3 - Low",
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            "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",
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        "task_fields": [
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        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
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            "assigned_to": "",
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            "calendar_stc": "",
            "caller_id": "David Miller",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "1",
            "close_code": "User error",
            "close_notes": "amidopyrine eutropic reconstitution advocation vaginismus",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n",
            "company": "",
            "contact_type": "Virtual Agent",
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            "description": "I am not able to edit a wiki page.",
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            "escalation": "Normal",
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            "hold_reason": "",
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            "incident_state": "New",
            "knowledge": "false",
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            "made_sla": "true",
            "notify": "Do Not Notify",
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            "opened_at": "2018-09-11 20:56:26",
            "opened_by": {
                "display_value": "System Administrator",
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            "priority": "3 - Moderate",
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            "severity": "3 - Low",
            "short_description": "Unable to post content on a Wiki page",
            "sla_due": "UNKNOWN",
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            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
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            "sys_domain_path": "/",
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            "sys_updated_by": "admin",
            "sys_updated_on": "2018-12-12 23:32:42",
            "task_effective_number": "INC0009001",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n",
            "work_notes_list": "",
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        }
    },
    {
        "fields": {
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        },
        "task_fields": [
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        "template_record": {
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            "assignment_group": "Network",
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            "close_notes": "thyreolingual phonetism reamage orthid orchat",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "MailServerUS",
            "comments": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n",
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                "display_value": "ACME North America",
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            "work_notes": "2015-08-24 20:14:50 - glide.maint (Work notes)\nTask reassigned due to employee termination\n\n",
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            "task_effective_number": "INC0000028",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "3 - Low",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "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",
            "problem_id",
            "urgency",
            "impact",
            "close_code",
            "description",
            "number",
            "caused_by",
            "business_service",
            "category",
            "assignment_group",
            "cmdb_ci",
            "rfc",
            "close_notes",
            "parent_incident",
            "service_offering"
        ],
        "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": "detractory albuginitis overexposure Hephaestus unachieved",
            "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",
            "parent_incident",
            "number",
            "resolved_by",
            "cmdb_ci",
            "close_notes",
            "category",
            "caused_by",
            "business_service",
            "knowledge",
            "assignment_group"
        ],
        "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": "Solution provided",
            "close_notes": "interpunctuate unsmartly ballader unassailableness hypocotyledonous",
            "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",
            "business_service",
            "service_offering",
            "category",
            "parent_incident",
            "caused_by",
            "impact",
            "knowledge",
            "problem_id",
            "urgency",
            "rfc",
            "description"
        ],
        "template_record": {
            "active": "false",
            "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": "Hardware",
            "business_duration": "19 Days 21 Hours 55 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,720,500",
            "calendar_duration": "83 Days 20 Hours 55 Minutes",
            "calendar_stc": "7,246,500",
            "caller_id": "Don Goodliffe",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "User error",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-21 16:02:54",
            "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": "I'm replacing my old phone with a Blackberry and require assistance to get it set up. I'd like to get the files and contacts transferred to the new phone and need help getting the two factor authentication app set up on it.",
            "due_date": "",
            "escalation": "Normal",
            "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": "INC0000011",
            "opened_at": "2023-07-17 16:01:12",
            "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": "3 - Moderate",
            "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 new Blackberry set up",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2023-07-22 16:02:15",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "46c03489a9fe19810148cd5b8cbf501e",
            "sys_mod_count": "7",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:56:31",
            "task_effective_number": "INC0000011",
            "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",
            "knowledge",
            "contact_type",
            "close_code",
            "number",
            "business_service",
            "caused_by"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-09 14:40:45",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "assignment_group": "Software",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by request",
            "close_notes": "egomaniacal marcid resulting imposter brewsterite",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Controlling",
            "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n",
            "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": {
                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000051",
            "opened_at": "2023-09-18 13:48:32",
            "opened_by": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "1 - Critical",
            "problem_id": "PRB0000011",
            "reassignment_count": "0",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Manager can't access SAP Controlling application",
            "sla_due": "2023-09-18 05:36:33",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 13:48:32",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d7158da0c0a8016700eef46c8d1f3661",
            "sys_mod_count": "5",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:40:45",
            "task_effective_number": "INC0000051",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
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    },
    {
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            },
            "assignment_group": "Service Desk",
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            "business_impact": "",
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            "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": "",
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            "close_notes": "Closed before close notes were made mandatory",
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                "display_value": "David Loo",
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            "description": "The landing page for our internal wiki isn't loading. I've refreshed it multiple times and it keeps timing out.",
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                "display_value": "San Diego",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
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            "service_offering": "",
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            "short_description": "Issue with a web page on wiki",
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            "subcategory": null,
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
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            "upon_reject": null,
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        }
    },
    {
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            "parent_incident": "Parent Incident",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "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": "Known error",
            "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": "",
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                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Walk-in",
            "contract": "",
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            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "insist waferer cumulative posthumous Myomorpha",
            "due_date": "",
            "escalation": "Normal",
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            "group_list": "",
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            "incident_state": "Closed",
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            "notify": "Do Not Notify",
            "number": "INC0000601",
            "opened_at": "2023-10-05 02:42:59",
            "opened_by": {
                "display_value": "System Administrator",
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            "problem_id": "PRB0000109",
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            "reopened_by": "",
            "reopened_time": "",
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            "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",
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            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2023-10-05 02:43:10",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
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            "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": {
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            "business_service": "Service",
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            "close_notes": "Resolution notes",
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        },
        "task_fields": [
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            "caller_id",
            "cmdb_ci",
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            "knowledge",
            "close_code",
            "parent_incident",
            "service_offering"
        ],
        "template_record": {
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            "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": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "nudely unhandy unexisting phototherapeutics Penelopean",
            "closed_at": "",
            "closed_by": "",
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            "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",
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                "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",
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                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
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            "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",
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            "close_notes": "Resolution notes",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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        ],
        "template_record": {
            "active": "false",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
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            "delivery_plan": "",
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            "service_offering": "",
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                "display_value": "Luke Wilson",
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            "assignment_group": "Network",
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            "business_stc": "1,743,744",
            "calendar_duration": "84 Days 19 Hours 22 Minutes",
            "calendar_stc": "7,327,344",
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            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "Closed before close notes were made mandatory",
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            "short_description": "Issue with networking",
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            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
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            "user_input": "",
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            "work_end": "",
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        }
    },
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            "parent_incident"
        ],
        "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"
            },
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            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by request",
            "close_notes": "diatribe perikaryon becalm sterculiad kapok",
            "closed_at": "",
            "closed_by": "",
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            "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",
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            "escalation": "Normal",
            "expected_start": "",
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            "hold_reason": "",
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            "opened_at": "2023-09-18 13:53:18",
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            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
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            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "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",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
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            "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": ""
        }
    },
    {
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        "task_fields": [
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            "business_stc": "",
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            "calendar_stc": "",
            "caller_id": "survey user",
            "category": "Inquiry / Help",
            "cause": "",
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            "child_incidents": "0",
            "close_code": "Resolved by request",
            "close_notes": "substantiveness palatoquadrate corporateness vulpic grapewise",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "",
            "company": "",
            "contact_type": "Chat",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Christianity hemidysesthesia puky obelus pedometrist",
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            "incident_state": "New",
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            "opened_at": "2019-07-29 11:48:43",
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            "severity": "3 - Low",
            "short_description": "Assessment :  ATF Assessor",
            "sla_due": "UNKNOWN",
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            "sys_class_name": "Incident",
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            "sys_domain_path": "/",
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            "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": "",
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        }
    },
    {
        "fields": {
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            "business_service": "Service",
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        "task_fields": [
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        "template_record": {
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "0 Seconds",
            "business_impact": "",
            "business_service": "",
            "business_stc": "0",
            "calendar_duration": "1 Minute",
            "calendar_stc": "114",
            "caller_id": "David Miller",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "1",
            "close_code": "Resolved by caller",
            "close_notes": "This is not an issue with the USB port. Replaced the headset to resolve the issue.",
            "closed_at": "2018-12-09 19:29:08",
            "closed_by": {
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            "contact_type": "Chat",
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            "correlation_display": "",
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            "delivery_plan": "",
            "delivery_task": "",
            "description": "My computer is not detecting the headphone device. It could be an issue with the USB port.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
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            "impact": "2 - Medium",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0009002",
            "opened_at": "2018-09-16 05:49:23",
            "opened_by": {
                "display_value": "System Administrator",
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            "priority": "3 - Moderate",
            "problem_id": "",
            "reassignment_count": "0",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2018-09-16 05:51:17",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "My computer is not detecting the headphone device",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2018-09-16 05:50:05",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "1c832706732023002728660c4cf6a7b9",
            "sys_mod_count": "9",
            "sys_tags": "",
            "sys_updated_by": "system",
            "sys_updated_on": "2023-10-10 16:19:00",
            "task_effective_number": "INC0009002",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
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            "comments": "2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n",
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            "description": "Hard drive is still making grinding and clicking noises and now I can't delete a file. I've tried to delete it 3 times.",
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            "short_description": "My disk is still having issues. Can't delete a file",
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    },
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                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
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            "calendar_stc": "",
            "caller_id": "Bow Ruggeri",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "User error",
            "close_notes": "coinventor Nipmuc ug laiose zoolith",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n",
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            "delivery_task": "",
            "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.",
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            "escalation": "Normal",
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            "group_list": "",
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            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
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            "opened_at": "2023-07-11 17:44:53",
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                "display_value": "Bow Ruggeri",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8"
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            "route_reason": "",
            "service_offering": "",
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            "short_description": "My desk phone does not work",
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            "state": "In Progress",
            "subcategory": null,
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        }
    },
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        },
        "task_fields": [
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        ],
        "template_record": {
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            "activity_due": "2023-10-02 16:37:25",
            "additional_assignee_list": "",
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            "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",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Beth Anglin",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "Frenchily pantometer xylotomous coagulometer artfulness",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "nyc rac nas200",
            "comments": "2023-09-30 10:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2023-09-30 10:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2023-09-30 10:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2023-09-18 11:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n",
            "comments_and_work_notes": "2023-10-02 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n2023-09-30 10:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2023-09-30 10:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2023-09-30 10:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2023-09-18 11:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n",
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            "short_description": "Need help with Remedy. Can we configure UI?",
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            "work_end": "",
            "work_notes": "2023-10-02 10:15:14 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n",
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            "work_start": ""
        }
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            "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",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
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            "assignment_group": "Network",
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            "business_impact": "",
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            "caller_id": "Joe Employee",
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            "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": {
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            "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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            "close_notes": "Cladothrix pseudimago unshrivelled nullable swat",
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            "comments_and_work_notes": "2016-08-10 09:14:29 - System Administrator (Additional comments)\ntest\n\n",
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            "description": "I can access my personal folder but can't access my team's folder on our file share.",
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            "sys_updated_on": "2016-08-10 09:14:29",
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            "time_worked": "",
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        "task_fields": [
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            "caller_id",
            "knowledge",
            "close_code",
            "contact_type",
            "close_notes"
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        "template_record": {
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            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
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            "assignment_group": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Bow Ruggeri",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by problem",
            "close_notes": "disaccustom nomographer ungesturing rit pellicule",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\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": "",
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            "delivery_plan": "",
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            "description": "Unable to dial out or receive calls. Phone is plugged in but there's no dial tone.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
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            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "false",
            "notify": "Do Not Notify",
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            "close_notes": "boatswain unvigorous railroadship bayok antidetonating",
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            "close_notes": "contradicter blushfully asellate Menura pom",
            "closed_at": "",
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            "work_notes": "2023-10-02 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n",
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            "closed_at": "2023-07-06 16:55:10",
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            "short_description": "Need to add more memory to laptop",
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        }
    },
    {
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            },
            "assignment_group": "Database",
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            "business_impact": "",
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            "calendar_stc": "9,233,352",
            "caller_id": "Don Goodliffe",
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            "cause": "",
            "caused_by": "",
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            "comments": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n",
            "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n",
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            "escalation": "High",
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            "opened_at": "2023-06-24 16:07:00",
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                "display_value": "Bow Ruggeri",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8"
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            "resolved_at": "2023-10-09 12:56:12",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
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            "task_effective_number": "INC0000012",
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        }
    },
    {
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            "activity_due": "2023-10-09 14:44:05",
            "additional_assignee_list": "",
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            },
            "assignment_group": "",
            "business_duration": "1 Day 2 Hours 4 Minutes",
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            "business_stc": "93,885",
            "calendar_duration": "4 Days 3 Minutes",
            "calendar_stc": "345,805",
            "caller_id": "Fred Luddy",
            "category": "Software",
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            "caused_by": "",
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            "close_notes": "vendibility unenlightening Rockies cloff amination",
            "closed_at": "2023-07-11 16:59:20",
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            "description": "The hotfix was installed on my PC and now some of my applications have stopped working. Can I roll back to the previous version?",
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    },
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            "description": "Forgot password and unable to log in. Can you reset or resend my password?",
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            "comments_and_work_notes": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n",
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            "business_impact": "",
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            "description": "Forgot password and unable to log in. Can you reset or resend my password?",
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            "task_effective_number": "INC0000035",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "3 - Low",
            "user_input": "",
            "watch_list": "",
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            "work_notes_list": "",
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        }
    },
    {
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        "task_fields": [
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            "contact_type",
            "urgency"
        ],
        "template_record": {
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            "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": "lambliasis febricant unhaste jailage spitstick",
            "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.",
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            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
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            "impact": "2 - Medium",
            "incident_state": "New",
            "knowledge": "false",
            "location": "",
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            "opened_at": "2016-08-10 09:14:29",
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            "priority": "3 - Moderate",
            "problem_id": "",
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            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Unable to access team file share",
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            "subcategory": null,
            "sys_class_name": "Incident",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
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            "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": "",
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        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
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            "service_offering": "Service offering",
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        "task_fields": [
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            "caller_id",
            "service_offering",
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            "rfc"
        ],
        "template_record": {
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            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "No resolution provided",
            "close_notes": "Marcomanni Vertumnus countrifiedness wayberry whatso",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
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                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
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            "contact_type": "Phone",
            "contract": "",
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            "description": "Unable to get into the SAP Sales app. It was working yesterday.",
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            "notify": "Do Not Notify",
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            "opened_at": "2023-09-18 21:47:23",
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            "priority": "1 - Critical",
            "problem_id": "PRB0000011",
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            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "SAP Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
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            "parent_incident"
        ],
        "template_record": {
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            "assignment_group": "Hardware",
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            "business_impact": "",
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            "business_stc": "1,720,500",
            "calendar_duration": "83 Days 20 Hours 55 Minutes",
            "calendar_stc": "7,246,500",
            "caller_id": "Don Goodliffe",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Solution provided",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-21 16:02:54",
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            },
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            "description": "I'm replacing my old phone with a Blackberry and require assistance to get it set up. I'd like to get the files and contacts transferred to the new phone and need help getting the two factor authentication app set up on it.",
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            "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": "INC0000011",
            "opened_at": "2023-07-17 16:01:12",
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            "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": "No resolution provided",
            "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",
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            },
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            "sys_created_on": "2016-12-12 07:19:57",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
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            "sys_tags": "",
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            "sys_updated_on": "2016-12-13 18:46:44",
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            "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": "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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        }
    },
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            "additional_assignee_list": "",
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                "display_value": "Bud Richman",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7"
            },
            "assignment_group": "",
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            "business_impact": "",
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            "business_stc": "2,301,243",
            "calendar_duration": "109 Days 23 Hours 36 Minutes",
            "calendar_stc": "9,502,588",
            "caller_id": "Bow Ruggeri",
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            },
            "cmdb_ci": "",
            "comments": "2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n",
            "comments_and_work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n",
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            },
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            "notify": "Do Not Notify",
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            "opened_at": "2023-06-14 16:37:35",
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            },
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            "resolved_at": "2023-10-02 16:14:03",
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            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "Missing my home directory",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2023-07-11 16:38:40",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
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            "sys_tags": "",
            "sys_updated_by": "system",
            "sys_updated_on": "2023-10-10 16:19:01",
            "task_effective_number": "INC0000014",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "caller_id",
            "description",
            "urgency",
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            "resolved_by"
        ],
        "template_record": {
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            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Hardware",
            "business_duration": "23 Days 20 Hours 36 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,061,396",
            "calendar_duration": "99 Days 19 Hours 36 Minutes",
            "calendar_stc": "8,624,196",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
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            "closed_at": "2023-07-01 17:35:27",
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                "display_value": "Don Goodliffe",
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            },
            "cmdb_ci": "",
            "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n",
            "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n",
            "company": {
                "display_value": "ACME North America",
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            },
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            "delivery_task": "",
            "description": "Multiple employees have reported that they are unable to send/receive email.",
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            "location": "",
            "made_sla": "false",
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            "opened_at": "2023-07-01 17:19:36",
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            },
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            "resolved_at": "2023-10-09 12:56:12",
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            "short_description": "EMAIL Server Down Again",
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            "sys_domain": {
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            },
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 13:15:54",
            "task_effective_number": "INC0000032",
            "time_worked": "",
            "universal_request": "",
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            "upon_reject": null,
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            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
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        }
    },
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        "template_record": {
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            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
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            "assigned_to": {
                "display_value": "Luke Wilson",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d96f57a9fe198101947a9620895886"
            },
            "assignment_group": "Service Desk",
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            "calendar_duration": "81 Days 19 Hours 23 Minutes",
            "calendar_stc": "7,068,206",
            "caller_id": "Natasha Ingram",
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            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-22 17:33:33",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "cmdb_ci": "CALLXPR1",
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                "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",
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            "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"
            },
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            "reopened_time": "",
            "resolved_at": "2023-10-09 12:56:13",
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            "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"
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            "comments": "2023-09-30 10:56:33 - System Administrator (Additional comments)\nSend in the llamas\n\n2023-09-30 10:56:23 - System Administrator (Additional comments)\nReally, really bad\n\n2023-09-30 10:56:10 - System Administrator (Additional comments)\nThis is bad\n\n2023-09-18 11:05:40 - glide.maint (Additional comments)\nNetwork storage unavailable. Customer has no access to any of\n\t\t\ther data and is freaking out!\n\t\t\n\n",
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            "work_notes": "2023-10-02 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n",
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            },
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            "close_notes": "protohistorian Bimbisara roxy fundatrix Apterygogenea",
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            "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",
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            "severity": "3 - Low",
            "short_description": "Rain is leaking on main DNS Server",
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    },
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            "close_code"
        ],
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            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "System Administrator",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Resolved by caller",
            "close_notes": "Myrientomata imprison ferricyanide elsewhen hematuresis",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "",
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            "contact_type": "Virtual Agent",
            "contract": "",
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            "delivery_plan": "",
            "delivery_task": "",
            "description": "valveless semicolonial reregister phytosterin aliethmoid",
            "due_date": "",
            "escalation": "Normal",
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            "incident_state": "New",
            "knowledge": "false",
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            "opened_at": "2019-07-22 14:04:57",
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            },
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            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "ATF : Test1",
            "sla_due": "UNKNOWN",
            "state": "New",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
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            "sys_updated_by": "admin",
            "sys_updated_on": "2019-07-22 14:05:48",
            "task_effective_number": "INC0008111",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "3 - Low",
            "user_input": "",
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            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
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        }
    },
    {
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            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
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            "close_notes": "Resolution notes",
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            "impact": "Impact",
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            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "caused_by",
            "close_notes",
            "service_offering",
            "assignment_group",
            "description",
            "parent_incident",
            "business_service",
            "number",
            "close_code"
        ],
        "template_record": {
            "active": "false",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "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": "Workaround provided",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-15 15:54:55",
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                "display_value": "Don Goodliffe",
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            },
            "cmdb_ci": "",
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            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "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": "",
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            "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",
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            "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": "",
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            "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": "",
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            "work_notes_list": "",
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        }
    },
    {
        "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",
            "resolved_by",
            "problem_id",
            "service_offering",
            "rfc",
            "cmdb_ci",
            "close_code",
            "business_service",
            "knowledge",
            "assignment_group"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "No resolution provided",
            "close_notes": "Italianize seismometrical overrace latterness unpacifist",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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 get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000055",
            "opened_at": "2023-09-18 21:47:23",
            "opened_by": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
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            "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 Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "parent_incident",
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            "service_offering",
            "urgency",
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            "business_service",
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            "assignment_group",
            "contact_type",
            "rfc",
            "cmdb_ci",
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            "impact",
            "knowledge",
            "resolved_by",
            "description",
            "problem_id"
        ],
        "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"
            },
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            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "0 Seconds",
            "business_impact": "",
            "business_service": "",
            "business_stc": "0",
            "calendar_duration": "31 Minutes",
            "calendar_stc": "1,905",
            "caller_id": "David Miller",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Resolved by change",
            "close_notes": "Reinstalled the app",
            "closed_at": "2018-08-30 02:49:17",
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            "contact_type": "Virtual Agent",
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            "delivery_plan": "",
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            "escalation": "Normal",
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            "hold_reason": "",
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            "incident_state": "Closed",
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            "opened_at": "2018-08-30 02:17:32",
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            "priority": "3 - Moderate",
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            "resolved_at": "2018-08-30 02:49:17",
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            "short_description": "Cannot sign into the company portal app",
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2018-12-12 23:39:53",
            "task_effective_number": "INC0009003",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
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            "work_end": "",
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            "work_notes_list": "",
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        }
    },
    {
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            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
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            "knowledge"
        ],
        "template_record": {
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            "activity_due": "2023-10-02 16:17:01",
            "additional_assignee_list": "",
            "approval": null,
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Bud Richman",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7"
            },
            "assignment_group": "Hardware",
            "business_duration": "21 Days 15 Hours 14 Minutes",
            "business_impact": "",
            "business_service": "",
            "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": "Resolved by request",
            "close_notes": "Fixed",
            "closed_at": "2023-10-10 16:19:01",
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            },
            "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": "",
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            "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": "",
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            "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",
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            "opened_at": "2023-07-05 16:06:52",
            "opened_by": {
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                "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": {
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            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
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            "close_notes": "Resolution notes",
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "description",
            "knowledge",
            "parent_incident",
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            "category",
            "impact"
        ],
        "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": "User error",
            "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",
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            "number": "Number",
            "parent_incident": "Parent Incident",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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        },
        "task_fields": [
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            "caller_id",
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            "service_offering",
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            "cmdb_ci",
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            "close_code"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by problem",
            "close_notes": "delitescency archigonic triethylstibine Colossuswise slumberousness",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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 get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000055",
            "opened_at": "2023-09-18 21:47:23",
            "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 Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
            "cmdb_ci": "Configuration item",
            "contact_type": "Channel",
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            "impact": "Impact",
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "assignment_group",
            "description",
            "parent_incident",
            "knowledge",
            "urgency",
            "close_code",
            "caused_by",
            "business_service",
            "problem_id",
            "service_offering",
            "resolved_by",
            "impact",
            "contact_type",
            "category",
            "close_notes",
            "number"
        ],
        "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": "Bow Ruggeri",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Duplicate",
            "close_notes": "northness buhrstone Zeppelin silverness choleroid",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 17:45:27 - bow (Additional comments)\nWhen someone tries to call my extension, it will not ring.\n\t\t\n\n",
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            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Margaret Grey",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "suboctave exalt stockpot asbestine casually",
            "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": ""
        }
    },
    {
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            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
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            "close_notes": "Resolution notes",
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            "impact": "Impact",
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            "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",
            "urgency",
            "description",
            "assignment_group",
            "service_offering",
            "caused_by",
            "resolved_by",
            "rfc",
            "knowledge",
            "business_service",
            "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": "No resolution provided",
            "close_notes": "subobscure phosphorism metaboric wanle taletelling",
            "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",
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                "display_value": "ACME North America",
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            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
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            "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",
            "cmdb_ci",
            "impact",
            "service_offering",
            "urgency",
            "description",
            "close_notes",
            "category",
            "business_service",
            "rfc"
        ],
        "template_record": {
            "active": "false",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Software",
            "business_duration": "23 Days 20 Hours 46 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,061,992",
            "calendar_duration": "99 Days 19 Hours 46 Minutes",
            "calendar_stc": "8,624,792",
            "caller_id": "Rick Berzle",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "asdasdasdsad",
            "closed_at": "2023-06-23 17:26:41",
            "closed_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "",
            "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
            "comments_and_work_notes": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\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": "Last automated backup occurred two nights ago. Did we change automated backup schedule?",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": "",
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000034",
            "opened_at": "2023-06-22 13:25:29",
            "opened_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "1 - Critical",
            "problem_id": "",
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-09-30 09:12:01",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Does not look like a backup occurred last night",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2023-07-11 17:26:28",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "470d51a0a9fe1981006c20c825e48933",
            "sys_mod_count": "7",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:53:47",
            "task_effective_number": "INC0000034",
            "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",
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            "impact": "Impact",
            "knowledge": "Knowledge",
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            "parent_incident": "Parent Incident",
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            "resolved_by": "Resolved by",
            "rfc": "Change Request",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "cmdb_ci",
            "caused_by",
            "knowledge",
            "problem_id",
            "parent_incident",
            "service_offering",
            "impact",
            "rfc",
            "assignment_group",
            "business_service",
            "close_code",
            "resolved_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": "Workaround 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": "",
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            "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": "",
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            "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": ""
        }
    },
    {
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            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
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            "close_notes": "Resolution notes",
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            "rfc": "Change Request",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "service_offering",
            "business_service",
            "resolved_by",
            "category",
            "problem_id",
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            "parent_incident",
            "impact",
            "knowledge",
            "description",
            "close_notes",
            "assignment_group",
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        ],
        "template_record": {
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            "activity_due": "2023-10-09 14:44:05",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "assignment_group": "",
            "business_duration": "1 Day 2 Hours 4 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "93,885",
            "calendar_duration": "4 Days 3 Minutes",
            "calendar_stc": "345,805",
            "caller_id": "Fred Luddy",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "No resolution provided",
            "close_notes": "astrophysicist Otariinae sillyton perennial ganderess",
            "closed_at": "2023-07-11 16:59:20",
            "closed_by": "",
            "cmdb_ci": "Windows XP Hotfix (SP2) Q817606",
            "comments": "",
            "comments_and_work_notes": "",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "The hotfix was installed on my PC and now some of my applications have stopped working. Can I roll back to the previous version?",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": {
                "display_value": "Five Points 2009 Fairview RD, Raleigh, NC",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/1059cb53c6112275003052ce61c907e8"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000027",
            "opened_at": "2023-07-07 16:55:55",
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    },
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            "close_notes": "fulminating underlye justicial cauline cornute",
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    },
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            "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",
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            "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"
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            "sys_updated_on": "2016-12-13 18:46:44",
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            "watch_list": "",
            "work_end": "",
            "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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                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Service Desk",
            "business_duration": "20 Days 6 Hours 5 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,749,949",
            "calendar_duration": "84 Days 21 Hours 5 Minutes",
            "calendar_stc": "7,333,549",
            "caller_id": "Rick Berzle",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-17 15:55:16",
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                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "",
            "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
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            "description": "I can't remember my password and need to log in. Can someone reset my password asap? I am blocked on several urgent items until I can log in again.",
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                "display_value": "San Diego",
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            },
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            "resolved_at": "2023-10-09 12:56:12",
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            "short_description": "Reset my password",
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            "sys_created_on": "2023-07-22 15:51:33",
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            "sys_tags": "",
            "sys_updated_by": "admin",
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            "user_input": "",
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        }
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            "additional_assignee_list": "",
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            "approval_set": "",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "assignment_group": "Hardware",
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            "business_impact": "",
            "business_service": "",
            "business_stc": "959,937",
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            "calendar_stc": "1,382,417",
            "caller_id": "Bow Ruggeri",
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            "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": {
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            "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.",
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            "sys_domain": {
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
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            "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": ""
        }
    },
    {
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            "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",
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            "close_notes": "Reverted to a previous version.",
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            },
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            "delivery_task": "",
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            "opened_at": "2018-09-01 06:13:30",
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            "approval_history": "",
            "approval_set": "",
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                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Software",
            "business_duration": "23 Days 20 Hours 46 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,061,992",
            "calendar_duration": "99 Days 19 Hours 46 Minutes",
            "calendar_stc": "8,624,792",
            "caller_id": "Rick Berzle",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by problem",
            "close_notes": "asdasdasdsad",
            "closed_at": "2023-06-23 17:26:41",
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                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "",
            "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
            "comments_and_work_notes": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
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                "display_value": "ACME North America",
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            },
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            "contract": "",
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            "delivery_task": "",
            "description": "Last automated backup occurred two nights ago. Did we change automated backup schedule?",
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            "opened_at": "2023-06-22 13:25:29",
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                "display_value": "Don Goodliffe",
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            },
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            "problem_id": "",
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            "resolved_at": "2023-09-30 09:12:01",
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            "route_reason": "",
            "service_offering": "",
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            "short_description": "Does not look like a backup occurred last night",
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            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
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            "time_worked": "",
            "universal_request": "",
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            "user_input": "",
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        }
    },
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            "approval_set": "",
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                "display_value": "Bud Richman",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46c6f9efa9fe198101ddf5eed9adf6e7"
            },
            "assignment_group": "",
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            "business_impact": "",
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            "business_stc": "2,301,243",
            "calendar_duration": "109 Days 23 Hours 36 Minutes",
            "calendar_stc": "9,502,588",
            "caller_id": "Bow Ruggeri",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Known error",
            "close_notes": "Done",
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            },
            "cmdb_ci": "",
            "comments": "2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n",
            "comments_and_work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n2023-09-30 18:06:00 - System Administrator (Additional comments)\nLooking at it now\n\n2023-07-11 16:38:40 - System Administrator (Additional comments)\nI don't seem to see my home dir. \n\n",
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            "opened_at": "2023-06-14 16:37:35",
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            "route_reason": "",
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            "short_description": "Missing my home directory",
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            "subcategory": null,
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            "sys_created_on": "2023-07-11 16:38:40",
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            "universal_request": "",
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            "user_input": "",
            "watch_list": "",
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            "work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n",
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            "work_start": ""
        }
    },
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            "calendar_stc": "43",
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            "cause": "",
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            "child_incidents": "",
            "close_code": "Workaround provided",
            "close_notes": "verset hypostasis indraft wanderluster imprint",
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            "description": "Need to place order for a new machine. Will need help with installation also.",
            "due_date": "",
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            "opened_at": "2023-07-11 17:34:56",
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            },
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            "reopened_time": "",
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            "resolved_by": "",
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            "service_offering": "",
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            "short_description": "Request for a new service",
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            "sys_created_by": "david.loo",
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            "sys_tags": "",
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            "sys_updated_on": "2023-10-09 12:51:40",
            "task_effective_number": "INC0000037",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
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        }
    },
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        },
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        "template_record": {
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            "additional_assignee_list": "",
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            "approval_history": "",
            "approval_set": "",
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                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "assignment_group": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Luke Wilson",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by request",
            "close_notes": "whiffer miscredulity protocolization hypsidolichocephaly veritistic",
            "closed_at": "",
            "closed_by": "",
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            "comments": "2015-11-16 15:11:27 - System Administrator (Additional comments)\nAdded an attachment\n\n2015-11-02 14:06:42 - System Administrator (Additional comments)\nEverything is running really SLOW!\n\n",
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                "display_value": "Beth Anglin",
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            },
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            "calendar_stc": "",
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            "close_notes": "puture selenium clearcole protosulphate snorty",
            "closed_at": "",
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            "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",
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            "expected_start": "",
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            "reopened_time": "",
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            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "Issue with email",
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            "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",
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            "description": "I lost my work-issued iPhone 7 while traveling last week and need a replacement device. I've erased the phone remotely and have called my carrier to shut off service to it.",
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            "calendar_stc": "432,024",
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            "close_notes": "Sanctus revalue poter anthophile Sudder",
            "closed_at": "2023-06-30 16:39:10",
            "closed_by": "",
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            "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",
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                "display_value": "324 South State Street, Salt Lake City,UT",
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            "opened_at": "2023-06-25 16:38:46",
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            "subcategory": null,
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                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Network",
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            "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",
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            "sys_updated_on": "2016-12-13 18:46:44",
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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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            "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",
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            "close_notes": "bryologist sternways antiphonic reve leiodermatous",
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                "display_value": "David Loo",
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            "assignment_group": "Hardware",
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            "closed_at": "2023-07-01 17:35:27",
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            "cmdb_ci": "",
            "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n",
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            "opened_at": "2023-07-01 17:19:36",
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            "urgency": "3 - Low",
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        }
    },
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Software",
            "business_duration": "23 Days 20 Hours 46 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,061,992",
            "calendar_duration": "99 Days 19 Hours 46 Minutes",
            "calendar_stc": "8,624,792",
            "caller_id": "Rick Berzle",
            "category": "Software",
            "cause": "",
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            "child_incidents": "",
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            "close_notes": "asdasdasdsad",
            "closed_at": "2023-06-23 17:26:41",
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                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "",
            "comments": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
            "comments_and_work_notes": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
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            },
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            "description": "Last automated backup occurred two nights ago. Did we change automated backup schedule?",
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            "escalation": "Normal",
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            "hold_reason": "",
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            "notify": "Do Not Notify",
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            "opened_at": "2023-06-22 13:25:29",
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                "display_value": "Don Goodliffe",
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            },
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            "resolved_at": "2023-09-30 09:12:01",
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            "sys_created_by": "don.goodliffe",
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        }
    },
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        ],
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            "activity_due": "2023-10-09 14:44:20",
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                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "",
            "business_duration": "11 Minutes",
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            "business_stc": "719",
            "calendar_duration": "11 Minutes",
            "calendar_stc": "719",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
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            "close_code": "Resolved by request",
            "close_notes": "begotten bien pare perule millionist",
            "closed_at": "2023-06-13 17:30:02",
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            "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",
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            "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.",
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            "short_description": "Need help with Remedy. Can we configure UI?",
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            "time_worked": "",
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            "user_input": "",
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            "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": ""
        }
    },
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            "business_duration": "0 Seconds",
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            "business_stc": "0",
            "calendar_duration": "5 Minutes",
            "calendar_stc": "323",
            "caller_id": "David Miller",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
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            "close_notes": "Reverted to a previous version.",
            "closed_at": "2018-12-09 19:29:09",
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            },
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            "contact_type": "Chat",
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            "delivery_plan": "",
            "delivery_task": "",
            "description": "While launching the defect tracking base URL, it is redirecting to an error page.",
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            "escalation": "Normal",
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            "incident_state": "Closed",
            "knowledge": "false",
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            "made_sla": "true",
            "notify": "Do Not Notify",
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            "opened_at": "2018-09-01 06:13:30",
            "opened_by": {
                "display_value": "System Administrator",
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            },
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            "problem_id": "",
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            "resolved_at": "2018-09-01 06:18:53",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "Defect tracking tool is down.",
            "sla_due": "UNKNOWN",
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            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2018-09-01 06:14:04",
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            "short_description": "my PDF docs are all locked from editing",
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            "caller_id": "Charlie Whitherspoon",
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            "close_notes": "textbook barberess prestandard pubic prelicense",
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            "assigned_to": {
                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
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            "close_notes": "poltroonism disdainer predominatingly proceeds juiciness",
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            "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",
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            },
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            "universal_request": "",
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            "user_input": "",
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            "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": ""
        }
    },
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            },
            "assignment_group": "Software",
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            "business_impact": "",
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            "business_stc": "2,061,992",
            "calendar_duration": "99 Days 19 Hours 46 Minutes",
            "calendar_stc": "8,624,792",
            "caller_id": "Rick Berzle",
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            "close_notes": "asdasdasdsad",
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            "comments_and_work_notes": "2023-09-30 09:12:01 - System Administrator (Additional comments)\nComment\n\n",
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            "description": "Last automated backup occurred two nights ago. Did we change automated backup schedule?",
            "due_date": "",
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            "impact": "1 - High",
            "incident_state": "Closed",
            "knowledge": "false",
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            "opened_at": "2023-06-22 13:25:29",
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                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
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            "priority": "1 - Critical",
            "problem_id": "",
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-09-30 09:12:01",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "Does not look like a backup occurred last night",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2023-07-11 17:26:28",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "470d51a0a9fe1981006c20c825e48933",
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:53:47",
            "task_effective_number": "INC0000034",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "1 - High",
            "user_input": "",
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            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
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            "service_offering",
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            "business_service"
        ],
        "template_record": {
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Network",
            "business_duration": "19 Days 20 Hours 55 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,716,900",
            "calendar_duration": "83 Days 19 Hours 55 Minutes",
            "calendar_stc": "7,242,900",
            "caller_id": "Rick Berzle",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Duplicate",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-17 18:02:14",
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            "caused_by": "",
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            "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n",
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    },
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            "closed_at": "",
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            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
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            "work_end": "",
            "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
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        "template_record": {
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            "calendar_stc": "",
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            "category": "Inquiry / Help",
            "cause": "",
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            "child_incidents": "0",
            "close_code": "Resolved by caller",
            "close_notes": "deruinate slowworm proctorage camata lineation",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
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            "comments_and_work_notes": "2018-12-12 23:30:24 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n",
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            "description": "Unable to access the shared folder. Please provide access.",
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            "notify": "Do Not Notify",
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            "opened_at": "2018-08-30 01:06:16",
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            "priority": "4 - Low",
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            "rfc",
            "parent_incident",
            "problem_id",
            "urgency",
            "category",
            "business_service",
            "assignment_group",
            "impact"
        ],
        "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 21 Hours 1 Minute",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,235,673",
            "calendar_duration": "107 Days 20 Hours 1 Minute",
            "calendar_stc": "9,316,873",
            "caller_id": "Rick Berzle",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-06-25 16:56:53",
            "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": "",
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                "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": "Hard drive has been making a loud grinding noise for the last two days.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": "",
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000026",
            "opened_at": "2023-06-23 16:54:59",
            "opened_by": {
                "display_value": "Rick Berzle",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
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            "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": "Seem to have an issue with my hard drive...",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2023-07-22 16:56:03",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "46f1784ba9fe19810018aa27fbb23482",
            "sys_mod_count": "6",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 13:15:35",
            "task_effective_number": "INC0000026",
            "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",
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            "impact": "Impact",
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "service_offering",
            "knowledge",
            "rfc",
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            "business_service",
            "contact_type",
            "assignment_group",
            "parent_incident",
            "category",
            "caused_by"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "redargue scullion Proreptilia anaschistic pennatilobate",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
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                "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 get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
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            "opened_at": "2023-09-18 21:47:23",
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                "display_value": "ITIL User",
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            },
            "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 Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "business_service": "Service",
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            "parent_incident": "Parent Incident",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "close_notes",
            "parent_incident",
            "category",
            "close_code",
            "assignment_group",
            "number"
        ],
        "template_record": {
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            "activity_due": "UNKNOWN",
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            "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": "Resolved by request",
            "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": "Phone",
            "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",
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            },
            "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",
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            "impact": "Impact",
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "impact",
            "resolved_by",
            "contact_type"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "survey user",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "User error",
            "close_notes": "Lagthing machete imino noiselessness yeomanette",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "",
            "company": "",
            "contact_type": "Chat",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "ribaldrous Hippoglossus mesospore suboxide anticoagulant",
            "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"
            },
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            "origin_id": "",
            "origin_table": "",
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            "parent_incident": "",
            "priority": "5 - Planning",
            "problem_id": "",
            "reassignment_count": "0",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
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            "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",
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            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "service_offering",
            "impact",
            "close_code",
            "contact_type",
            "close_notes",
            "urgency",
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            "cmdb_ci",
            "business_service",
            "caused_by",
            "problem_id",
            "knowledge",
            "resolved_by"
        ],
        "template_record": {
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            "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": "1 Minute",
            "calendar_stc": "114",
            "caller_id": "David Miller",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "1",
            "close_code": "User error",
            "close_notes": "This is not an issue with the USB port. Replaced the headset to resolve the issue.",
            "closed_at": "2018-12-09 19:29:08",
            "closed_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "cmdb_ci": "",
            "comments": "",
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            "company": "",
            "contact_type": "Chat",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "My computer is not detecting the headphone device. It could be an issue with the USB port.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "2 - Medium",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0009002",
            "opened_at": "2018-09-16 05:49:23",
            "opened_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
            "order": "",
            "origin_id": "",
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            "parent_incident": "",
            "priority": "3 - Moderate",
            "problem_id": "",
            "reassignment_count": "0",
            "reopen_count": "0",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2018-09-16 05:51:17",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "My computer is not detecting the headphone device",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2018-09-16 05:50:05",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "1c832706732023002728660c4cf6a7b9",
            "sys_mod_count": "9",
            "sys_tags": "",
            "sys_updated_by": "system",
            "sys_updated_on": "2023-10-10 16:19:00",
            "task_effective_number": "INC0009002",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "2 - Medium",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
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            "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n",
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            "sys_created_by": "itil",
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            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
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    },
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            },
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            "business_stc": "1,746,251",
            "calendar_duration": "84 Days 20 Hours 4 Minutes",
            "calendar_stc": "7,329,851",
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                "display_value": "2617 South Robinson Avenue, Oklahoma City,OK",
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            "short_description": "New employee hire",
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            "universal_request": "",
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    },
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            "urgency": "Urgency"
        },
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        ],
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                "display_value": "David Loo",
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            },
            "assignment_group": "Software",
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            "business_impact": "",
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            "business_stc": "1,661,930",
            "calendar_duration": "79 Days 20 Hours 38 Minutes",
            "calendar_stc": "6,899,930",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Known error",
            "close_notes": "Gave workaround",
            "closed_at": "2023-07-22 16:18:40",
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            "description": "Noticing today that any time I send an email with an attachment, it takes at least 20 seconds to send. This happens regardless of the attachment size.",
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            "resolved_by": "System Administrator",
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            "short_description": "EMAIL is slow when an attachment is involved",
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            "sys_updated_on": "2023-10-09 12:54:48",
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            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
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            "work_notes_list": "",
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        }
    },
    {
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            "caller_id",
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        ],
        "template_record": {
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
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            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Solution provided",
            "close_notes": "Hispanize semiclosed torques bonspiel tattied",
            "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",
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            "delivery_plan": "",
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            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
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            "opened_at": "2023-09-18 13:53:18",
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            },
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            "parent_incident": "",
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            "problem_id": "",
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            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "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": "/",
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            "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": ""
        }
    },
    {
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        ],
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            "additional_assignee_list": "",
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            },
            "assignment_group": "",
            "business_duration": "14 Days 1 Minute",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,209,684",
            "calendar_duration": "18 Days 1 Minute",
            "calendar_stc": "1,555,284",
            "caller_id": "Don Goodliffe",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by request",
            "close_notes": "ringhals knotting gynarchy Coniferae Metopias",
            "closed_at": "2023-07-06 16:55:10",
            "closed_by": {
                "display_value": "David Loo",
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            },
            "cmdb_ci": "IBM-T42-DLG",
            "comments": "",
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                "display_value": "ACME North America",
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            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "I have a project involving video editing to complete. I've installed the editing software and the memory in my laptop is insufficient to run it effectively.",
            "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": "INC0000025",
            "opened_at": "2023-06-18 16:53:46",
            "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": "",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Need to add more memory to laptop",
            "sla_due": "UNKNOWN",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
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        }
    },
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            "close_notes": "euthycomic avocatory holophrase psychorealism swatter",
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    },
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            },
            "assignment_group": "Service Desk",
            "business_duration": "23 Days 12 Hours 58 Minutes",
            "business_impact": "",
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            "calendar_duration": "98 Days 19 Hours 58 Minutes",
            "calendar_stc": "8,539,092",
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            "cause": "",
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    },
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        ],
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            "assigned_to": {
                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
            "assignment_group": "Software",
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            "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",
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            },
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            "short_description": "Issue with email",
            "sla_due": "2023-10-09 13:53:18",
            "state": "In Progress",
            "subcategory": "Email",
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            "sys_created_by": "employee",
            "sys_created_on": "2023-09-18 13:53:47",
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            },
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            "sys_tags": "",
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            "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": ""
        }
    },
    {
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        ],
        "template_record": {
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            "additional_assignee_list": "",
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Hardware",
            "business_duration": "23 Days 20 Hours 36 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,061,396",
            "calendar_duration": "99 Days 19 Hours 36 Minutes",
            "calendar_stc": "8,624,196",
            "caller_id": "Joe Employee",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by problem",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-01 17:35:27",
            "closed_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "",
            "comments": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n",
            "comments_and_work_notes": "2023-07-11 17:20:47 - Don Goodliffe (Additional comments)\nServer ran out of memory again\n\n",
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                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
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            "contract": "",
            "correlation_display": "",
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            "delivery_plan": "",
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            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
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            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "Closed",
            "knowledge": "false",
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            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000032",
            "opened_at": "2023-07-01 17:19:36",
            "opened_by": {
                "display_value": "Don Goodliffe",
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            "priority": "5 - Planning",
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            "resolved_at": "2023-10-09 12:56:12",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "EMAIL Server Down Again",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2023-07-22 17:20:14",
            "sys_domain": {
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                "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 13:15:54",
            "task_effective_number": "INC0000032",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
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        }
    },
    {
        "fields": {
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            "caused_by": "Caused by Change",
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        },
        "task_fields": [
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            "caller_id",
            "urgency",
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            "impact",
            "contact_type",
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        ],
        "template_record": {
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            "activity_due": "2023-10-09 14:44:20",
            "additional_assignee_list": "",
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            "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",
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            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Solution provided",
            "close_notes": "breechclout demetricize Cherusci outflourish estrual",
            "closed_at": "2023-06-13 17:30:02",
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                "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",
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            "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": "",
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            "priority": "1 - Critical",
            "problem_id": "",
            "reassignment_count": "",
            "reopen_count": "",
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            "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",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "category",
            "business_service",
            "problem_id",
            "assignment_group",
            "knowledge",
            "number",
            "service_offering",
            "description",
            "resolved_by"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "No resolution provided",
            "close_notes": "nonanaphoric tambourine circularity helix bribe",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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 get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
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            "opened_at": "2023-09-18 21:47:23",
            "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 Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
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            "close_notes": "Resolution notes",
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            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "parent_incident",
            "assignment_group",
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            "service_offering",
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            "caused_by",
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        ],
        "template_record": {
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            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Known error",
            "close_notes": "paraphrastically unsquarable unjusticiable wheelsman unhelpful",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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 get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000055",
            "opened_at": "2023-09-18 21:47:23",
            "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 Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
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            "close_notes": "Resolution notes",
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            "impact": "Impact",
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            "parent_incident": "Parent Incident",
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            "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",
            "business_service",
            "close_code",
            "knowledge",
            "close_notes"
        ],
        "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": "Resolved by problem",
            "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": "patricianism pirr gambol nationally subjective",
            "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",
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            },
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            "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",
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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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            "category": "Hardware",
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    },
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        "template_record": {
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            },
            "assignment_group": "Database",
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            "business_impact": "",
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            "calendar_duration": "90 Days 21 Hours 3 Minutes",
            "calendar_stc": "7,851,790",
            "caller_id": "Fred Luddy",
            "category": "Database",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            },
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            },
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                "display_value": "San Diego",
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            "short_description": "Need Oracle 10GR2 installed",
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            "time_worked": "",
            "universal_request": "",
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            "close_notes": "intensive muckrake Manchesterism foliously metaphorical",
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            "time_worked": "",
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            "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": ""
        }
    },
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            "business_impact": "",
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            "calendar_duration": "84 Days 21 Hours 27 Minutes",
            "calendar_stc": "7,334,822",
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            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Workaround provided",
            "close_notes": "Walked him through settng his password, again.",
            "closed_at": "2023-07-17 17:40:24",
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            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "User forgot their email password.",
            "due_date": "",
            "escalation": "Moderate",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "Closed",
            "knowledge": "false",
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            "notify": "Do Not Notify",
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            "opened_at": "2023-07-16 15:49:22",
            "opened_by": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "order": "",
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            "origin_table": "",
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            "priority": "1 - Critical",
            "problem_id": "",
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            "reopen_count": "",
            "reopened_by": "",
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            "resolved_at": "2023-10-09 13:16:24",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "1 - High",
            "short_description": "Forgot email password",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "pat",
            "sys_created_on": "2022-02-07 14:34:12",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
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            "sys_updated_on": "2023-10-09 12:52:34",
            "task_effective_number": "INC0000049",
            "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 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "close_notes": "isonym obstetricate certifiable carroty Centrales",
            "closed_at": "2023-06-30 16:39:10",
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            "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",
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            "opened_at": "2023-06-25 16:38:46",
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            "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": "",
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            "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": "User error",
            "close_notes": "This incident is resolved.",
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            "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",
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            "universal_request": "",
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            "work_end": "",
            "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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        }
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            "description": "Watcher daemon detected that the CPU was 100% busy for more than 10 minutes",
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            "work_notes": "2023-10-02 14:17:01 - System Administrator (Work notes)\ntest\n\n",
            "work_notes_list": "",
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        }
    },
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
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            "assignment_group": "Database",
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            "business_impact": "",
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            "description": "Currently running 10GR1 and need to upgrade to 10GR2.",
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            "opened_at": "2023-07-10 15:53:02",
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            "universal_request": "",
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            "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
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        }
    },
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            "short_description": "Missing my home directory",
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            "sys_tags": "",
            "sys_updated_by": "system",
            "sys_updated_on": "2023-10-10 16:19:01",
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            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
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        ],
        "template_record": {
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            "activity_due": "2024-03-11 14:34:43",
            "additional_assignee_list": "",
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            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "Openspace",
            "business_duration": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "David Miller",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "1",
            "close_code": "Resolved by problem",
            "close_notes": "colpoperineorrhaphy appendicularian scherm costlessness pseudoviscous",
            "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": "Walk-in",
            "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",
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            "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": {
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            },
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            "priority": "1 - Critical",
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            "reassignment_count": "0",
            "reopen_count": "0",
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            "reopened_time": "",
            "resolved_at": "",
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            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "work_end": "",
            "work_notes": "2018-12-12 23:26:20 - System Administrator (Work notes)\nUpdated the priority of the Incident based on the criticality of the Incident.\n\n",
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        }
    },
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        },
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    },
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            "close_notes": "Physciaceae mortary umbellulate bottom asomatophyte",
            "closed_at": "",
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            "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",
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            },
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            },
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            },
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            "task_effective_number": "INC0000040",
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            "universal_request": "",
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        }
    },
    {
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        },
        "task_fields": [
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            "close_notes": "withstood grouseward Haussmannization pottery passionary",
            "closed_at": "",
            "closed_by": "",
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        }
    },
    {
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            "caller_id": "survey user",
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            "close_notes": "unjudiciousness sexually ephebeion Spatangina unfortune",
            "closed_at": "",
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            "description": "consummation utricular diagredium protevangelion Norse",
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            "opened_at": "2019-07-29 11:48:43",
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        }
    },
    {
        "fields": {
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        },
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        ],
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            "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",
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            "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",
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        ],
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
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            "caller_id": "Margaret Grey",
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            "close_notes": "sunways notorhizal fussification Puritanizer sesamoidal",
            "closed_at": "",
            "closed_by": "",
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            "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": {
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            "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": ""
        }
    },
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        }
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            "close_code": "Resolved by caller",
            "close_notes": "granospherite postretinal trilocular vivax unlying",
            "closed_at": "",
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            "cmdb_ci": "",
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            "comments_and_work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n",
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            "contact_type": "Virtual Agent",
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            "description": "I am not able to edit a wiki page.",
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            "incident_state": "New",
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            "opened_at": "2018-09-11 20:56:26",
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            "priority": "3 - Moderate",
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            "severity": "3 - Low",
            "short_description": "Unable to post content on a Wiki page",
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            "sys_created_on": "2018-09-11 20:57:01",
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            "sys_updated_on": "2018-12-12 23:32:42",
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            "urgency": "2 - Medium",
            "user_input": "",
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            "work_end": "",
            "work_notes": "2018-12-12 23:32:38 - System Administrator (Work notes)\nChanged the priority of the Incident\n\n",
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        }
    },
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            },
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            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
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            },
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            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
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            "work_start": ""
        }
    },
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    },
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        }
    },
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            "close_notes": "cabuya dash hoghide palaestra blatant",
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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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            "assignment_group": "Service Desk",
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            "comments": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 15:51:33 - Don Goodliffe (Additional comments)\nNeed this done ASAP!! Will lose business if this is not reset.\n\t\t\n\n",
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            "short_description": "Reset my password",
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    },
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            "assignment_group": "Network",
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            "caller_id": "Bud Richman",
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            "cmdb_ci": "MailServerUS",
            "comments": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 17:42:29 - System Administrator (Additional comments)\nRouting from San Diego to the Oregon mail server appears to be\n\t\t\tgetting packet lose!\n\t\t\n\n",
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            "description": "Unable to access Oregon mail server. Is it down?",
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                "display_value": "1050 Sunnyview Road Northeast, Salem,OR",
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            "opened_at": "2023-07-11 17:41:01",
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                "display_value": "Bud Richman",
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            "priority": "5 - Planning",
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            "short_description": "Trouble getting to Oregon mail server",
            "sla_due": "2023-08-01 17:41:01",
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            "subcategory": null,
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            "sys_domain_path": "/",
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            "sys_updated_on": "2023-10-09 12:39:15",
            "task_effective_number": "INC0000039",
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    },
    {
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        },
        "task_fields": [
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            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Database",
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            "business_impact": "",
            "business_service": "",
            "business_stc": "2,209,752",
            "calendar_duration": "106 Days 20 Hours 49 Minutes",
            "calendar_stc": "9,233,352",
            "caller_id": "Don Goodliffe",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Workaround provided",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-17 16:12:02",
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            },
            "cmdb_ci": "eFax",
            "comments": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n",
            "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n",
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                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
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            "contact_type": "Phone",
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            "description": "I tried sending a fax to a customer through the eFax online portal and also via email. My customer did not receive the fax in both instances. I don't know if this is an issue on our side with transmission or on my customer's side.",
            "due_date": "",
            "escalation": "High",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": {
                "display_value": "324 South State Street, Salt Lake City,UT",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000012",
            "opened_at": "2023-06-24 16:07:00",
            "opened_by": {
                "display_value": "Bow Ruggeri",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "5 - Planning",
            "problem_id": "",
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-10-09 12:56:12",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
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            "sys_domain_path": "/",
            "sys_id": "47079b68a9fe198100a614a4c225c88d",
            "sys_mod_count": "6",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 13:15:54",
            "task_effective_number": "INC0000032",
            "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",
            "business_service",
            "close_code",
            "assignment_group"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-02 18:08:31",
            "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": "Service Desk",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Carol Coughlin",
            "category": "Network",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "No resolution provided",
            "close_notes": "odontoplast caunch sclerotinial petalodontid meek",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Sales and Distribution",
            "comments": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n",
            "comments_and_work_notes": "2023-10-02 16:08:31 - System Administrator (Additional comments)\nAdded an attachment\n\n2023-09-30 10:15:17 - System Administrator (Additional comments)\ngjhgjhgjhg\n\n2023-09-17 21:49:39 - ITIL User (Additional comments)\nSAP Sales app is not accessible\n\n2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\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 get into the SAP Sales app. It was working yesterday.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0000055",
            "opened_at": "2023-09-18 21:47:23",
            "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 Sales app is not accessible",
            "sla_due": "2023-09-18 05:47:23",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 21:49:39",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d71f7935c0a8016700802b64c67c11c6",
            "sys_mod_count": "10",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-02 16:08:31",
            "task_effective_number": "INC0000055",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:49:39 - ITIL User (Work notes)\nResearching this. I think there is an outage.\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
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            "close_notes": "Resolution notes",
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            "contact_type": "Channel",
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            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
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            "short_description",
            "caller_id",
            "number",
            "cmdb_ci",
            "impact",
            "problem_id",
            "category",
            "urgency",
            "parent_incident",
            "close_notes",
            "contact_type",
            "close_code",
            "assignment_group",
            "description",
            "rfc"
        ],
        "template_record": {
            "active": "false",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "David Loo",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007"
            },
            "assignment_group": "Database",
            "business_duration": "25 Days 13 Hours 49 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,209,752",
            "calendar_duration": "106 Days 20 Hours 49 Minutes",
            "calendar_stc": "9,233,352",
            "caller_id": "Don Goodliffe",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "No resolution provided",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-17 16:12:02",
            "closed_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "eFax",
            "comments": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n",
            "comments_and_work_notes": "2023-07-11 16:11:21 - glide.maint (Additional comments)\nplease update our account to enable e-fax. \n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "I tried sending a fax to a customer through the eFax online portal and also via email. My customer did not receive the fax in both instances. I don't know if this is an issue on our side with transmission or on my customer's side.",
            "due_date": "",
            "escalation": "High",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "Closed",
            "knowledge": "false",
            "location": {
                "display_value": "324 South State Street, Salt Lake City,UT",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/105cf7f3c611227501e75e08b14a38ba"
            },
            "made_sla": "false",
            "notify": "Do Not Notify",
            "number": "INC0000012",
            "opened_at": "2023-06-24 16:07:00",
            "opened_by": {
                "display_value": "Bow Ruggeri",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/f298d2d2c611227b0106c6be7f154bc8"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
            "priority": "5 - Planning",
            "problem_id": "",
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-10-09 12:56:12",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Customer didn't receive eFax",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "glide.maint",
            "sys_created_on": "2023-07-22 16:11:21",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "46c88ac1a9fe1981014de1c831fbcf6d",
            "sys_mod_count": "6",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:56:12",
            "task_effective_number": "INC0000012",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": null,
            "upon_reject": null,
            "urgency": "3 - Low",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
        "fields": {
            "assignment_group": "Assignment group",
            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
            "caused_by": "Caused by Change",
            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
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            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "business_service",
            "cmdb_ci",
            "resolved_by",
            "rfc",
            "caused_by",
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            "number",
            "parent_incident",
            "service_offering",
            "problem_id",
            "close_notes",
            "impact"
        ],
        "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": "Duplicate",
            "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",
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "parent_incident",
            "impact",
            "number",
            "rfc",
            "close_notes",
            "caused_by",
            "business_service",
            "description",
            "category",
            "knowledge",
            "close_code",
            "problem_id",
            "contact_type",
            "cmdb_ci",
            "assignment_group",
            "resolved_by",
            "urgency"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2024-03-11 14:34:43",
            "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": "No resolution provided",
            "close_notes": "Hydrodamalis broke apopenptic arche pothousey",
            "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": "Walk-in",
            "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": "25",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2024-03-11 12:34:43",
            "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",
            "close_notes",
            "category",
            "description",
            "parent_incident",
            "impact",
            "business_service",
            "close_code"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-09 14:50:55",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Howard Johnson",
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            "time_worked": "",
            "universal_request": "",
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            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-10-02 10:15:17 - Rob Phillips (Work notes)\nMoved to lane 'Done' from 'To Do'\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
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            "short_description": "Need Oracle 10GR2 installed",
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            "calendar_stc": "264,417",
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            "close_notes": "As this is intermittent. Restarting the PC fixes this.",
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            "description": "trammeled bixbyite alphabetism rhabdophane singlet",
            "due_date": "",
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            "upon_reject": "Cancel all future Tasks",
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        }
    },
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            "additional_assignee_list": "",
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            "approval_set": "",
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            "caller_id": "Joe Employee",
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            "close_notes": "preparedly dualization orbiculatoelliptical Betulaceae charmingness",
            "closed_at": "",
            "closed_by": "",
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            "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n",
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            "resolved_by": "",
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            "route_reason": "",
            "service_offering": "",
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                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
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            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
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            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
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        "template_record": {
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            "caller_id": "Bud Richman",
            "category": "Inquiry / Help",
            "cause": "",
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            "child_incidents": "",
            "close_code": "Resolved by caller",
            "close_notes": "hylozoistically melanocratic periorbital quinaldine Elodea",
            "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",
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            "approval_set": "",
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            },
            "assignment_group": "",
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            "business_impact": "",
            "business_service": "",
            "business_stc": "9,173",
            "calendar_duration": "1 Day 1 Minute",
            "calendar_stc": "86,495",
            "caller_id": "Taylor Vreeland",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "Sumo tent unstoried liin colliquativeness",
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            "comments": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n",
            "comments_and_work_notes": "2023-07-11 16:44:32 - System Administrator (Additional comments)\nI need to be able to update the spreadsheet. I am unable to do\n\t\t\tso since the SP2 upgrade.\n\t\t\n\n",
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            "group_list": "",
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            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "close_notes": "scorchingness sententially Euglenidae pieridine blamefulness",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "FileServerFloor2",
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            "delivery_task": "",
            "description": "User can't get to any of his files on the file server.",
            "due_date": "",
            "escalation": "Overdue",
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            "follow_up": "",
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            "hold_reason": "Awaiting Vendor",
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                "display_value": "1050 Sunnyview Road Northeast, Salem,OR",
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            "made_sla": "false",
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            "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": "",
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            "parent_incident": "",
            "priority": "1 - Critical",
            "problem_id": "PRB0000007",
            "reassignment_count": "1",
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            "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": "/",
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            "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": ""
        }
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            "work_notes": "2023-10-02 10:15:15 - Rob Phillips (Work notes)\nMoved to lane 'Doing' from 'To Do'\n\n",
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    },
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
            "resolved_by": "Resolved by",
            "rfc": "Change Request",
            "service_offering": "Service offering",
            "short_description": "Short description",
            "urgency": "Urgency"
        },
        "task_fields": [
            "short_description",
            "caller_id",
            "impact",
            "service_offering",
            "caused_by",
            "contact_type",
            "urgency",
            "rfc",
            "parent_incident",
            "assignment_group",
            "description",
            "business_service",
            "knowledge",
            "resolved_by",
            "category"
        ],
        "template_record": {
            "active": "false",
            "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": "Hardware",
            "business_duration": "19 Days 21 Hours 55 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,720,500",
            "calendar_duration": "83 Days 20 Hours 55 Minutes",
            "calendar_stc": "7,246,500",
            "caller_id": "Don Goodliffe",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "User error",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-21 16:02:54",
            "closed_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": "",
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                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
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            "delivery_plan": "",
            "delivery_task": "",
            "description": "I'm replacing my old phone with a Blackberry and require assistance to get it set up. I'd like to get the files and contacts transferred to the new phone and need help getting the two factor authentication app set up on it.",
            "due_date": "",
            "escalation": "Normal",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "2 - Medium",
            "incident_state": "Closed",
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                "display_value": "324 South State Street, Salt Lake City,UT",
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            },
            "made_sla": "false",
            "notify": "Do Not Notify",
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            "opened_at": "2023-07-17 16:01:12",
            "opened_by": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
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            "parent_incident": "",
            "priority": "3 - Moderate",
            "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 new Blackberry set up",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2023-07-22 16:02:15",
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                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:56:31",
            "task_effective_number": "INC0000011",
            "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",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "contact_type"
        ],
        "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": "Known error",
            "close_notes": "hypertridimensional microclimate sporicide substructional ejectivity",
            "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",
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                "display_value": "ACME North America",
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            },
            "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",
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            "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",
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            "urgency": "Urgency"
        },
        "task_fields": [
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        ],
        "template_record": {
            "active": "true",
            "activity_due": "UNKNOWN",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": "",
            "assignment_group": "",
            "business_duration": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "System Administrator",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "0",
            "close_code": "Known error",
            "close_notes": "unritual refling electrogenetic suspicionful tideless",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "",
            "comments": "",
            "comments_and_work_notes": "",
            "company": "",
            "contact_type": "Walk-in",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "dianilid caseation calibration unpossessing drayman",
            "due_date": "",
            "escalation": "Normal",
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            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "New",
            "knowledge": "false",
            "location": "",
            "made_sla": "true",
            "notify": "Do Not Notify",
            "number": "INC0008111",
            "opened_at": "2019-07-22 14:04:57",
            "opened_by": {
                "display_value": "System Administrator",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441"
            },
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            "origin_id": "",
            "origin_table": "",
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            "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": "ATF : Test1",
            "sla_due": "UNKNOWN",
            "state": "New",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "admin",
            "sys_created_on": "2019-07-22 14:05:17",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "a83820b58f723300e7e16c7827bdeed2",
            "sys_mod_count": "1",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2019-07-22 14:05:48",
            "task_effective_number": "INC0008111",
            "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",
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            "close_notes": "Resolution notes",
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        },
        "task_fields": [
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        ],
        "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": "favored bingy Ornithogaea aerobion unmottled",
            "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",
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            "caused_by": "Caused by Change",
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        },
        "task_fields": [
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            "cmdb_ci",
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            "contact_type",
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        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-09 14:37:05",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Beth Anglin",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/46d44a23a9fe19810012d100cca80666"
            },
            "assignment_group": "Hardware",
            "business_duration": "",
            "business_impact": "",
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            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Jerrod Bennett",
            "category": "Hardware",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by problem",
            "close_notes": "interconvertible negativistic viminal Dipodidae sarcocyte",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "EXCH-SD-05",
            "comments": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n",
            "comments_and_work_notes": "2023-09-18 11:05:40 - glide.maint (Additional comments)\nExchange server unavailable. Ping does not respond, and lots of\n\t\t\tusers calling in about it looks to be San\n\t\t\tDiego, building 3, floor 4\n\t\t\tthat's affected.\n\t\t\n\n",
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                "display_value": "ACME North America",
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            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Can't connect to Exchange. Login credentials and network connection are working though.",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
            "location": {
                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "true",
            "notify": "Do Not Notify",
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            "opened_at": "2023-09-18 14:58:24",
            "opened_by": {
                "display_value": "",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/glide.maint"
            },
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            "origin_table": "",
            "parent": "",
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            "priority": "1 - Critical",
            "problem_id": "",
            "reassignment_count": "0",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
            "severity": "3 - Low",
            "short_description": "Can't access Exchange server - is it down?",
            "sla_due": "2025-05-20 22:58:24",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "glide.maint",
            "sys_created_on": "2023-09-18 11:05:40",
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                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "ef43c6d40a0a0b5700c77f9bf387afe3",
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            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:49:40",
            "task_effective_number": "INC0000050",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
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            "close_code": "Resolution code",
            "close_notes": "Resolution notes",
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        "template_record": {
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                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "assignment_group": "Hardware",
            "business_duration": "25 Days 21 Hours 1 Minute",
            "business_impact": "",
            "business_service": "",
            "business_stc": "2,235,673",
            "calendar_duration": "107 Days 20 Hours 1 Minute",
            "calendar_stc": "9,316,873",
            "caller_id": "Rick Berzle",
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            "cause": "",
            "caused_by": "",
            "child_incidents": "",
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            "closed_at": "2023-06-25 16:56:53",
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                "display_value": "Don Goodliffe",
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            "due_date": "",
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            "follow_up": "",
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            "hold_reason": "",
            "impact": "3 - Low",
            "incident_state": "Closed",
            "knowledge": "false",
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            "made_sla": "false",
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            "opened_at": "2023-06-23 16:54:59",
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                "display_value": "Rick Berzle",
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            },
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            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2023-10-09 12:56:12",
            "resolved_by": "System Administrator",
            "rfc": "",
            "route_reason": "",
            "service_offering": "",
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            "short_description": "Seem to have an issue with my hard drive...",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2023-07-22 16:56:03",
            "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_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 13:15:35",
            "task_effective_number": "INC0000026",
            "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",
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            "close_notes": "Resolution notes",
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            "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",
            "knowledge",
            "description"
        ],
        "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": "Hardware",
            "business_duration": "19 Days 21 Hours 55 Minutes",
            "business_impact": "",
            "business_service": "",
            "business_stc": "1,720,500",
            "calendar_duration": "83 Days 20 Hours 55 Minutes",
            "calendar_stc": "7,246,500",
            "caller_id": "Don Goodliffe",
            "category": "Inquiry / Help",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by change",
            "close_notes": "Closed before close notes were made mandatory",
            "closed_at": "2023-07-21 16:02:54",
            "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"
            },
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            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "I'm replacing my old phone with a Blackberry and require assistance to get it set up. I'd like to get the files and contacts transferred to the new phone and need help getting the two factor authentication app set up on it.",
            "due_date": "",
            "escalation": "Normal",
            "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"
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            "made_sla": "false",
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            "opened_at": "2023-07-17 16:01:12",
            "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": "3 - Moderate",
            "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 new Blackberry set up",
            "sla_due": "UNKNOWN",
            "state": "Closed",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "don.goodliffe",
            "sys_created_on": "2023-07-22 16:02:15",
            "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_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:56:31",
            "task_effective_number": "INC0000011",
            "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",
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            "contact_type": "Channel",
            "description": "Description",
            "impact": "Impact",
            "knowledge": "Knowledge",
            "number": "Number",
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            "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",
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            "service_offering",
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            "caused_by",
            "cmdb_ci",
            "impact",
            "business_service",
            "problem_id",
            "assignment_group"
        ],
        "template_record": {
            "active": "true",
            "activity_due": "2023-10-09 14:40:45",
            "additional_assignee_list": "",
            "approval": "Not Yet Requested",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "display_value": "Don Goodliffe",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "assignment_group": "Software",
            "business_duration": "",
            "business_impact": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": "Joe Employee",
            "category": "Software",
            "cause": "",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Resolved by problem",
            "close_notes": "villeinhold Oscarellidae modist snurl cenogenetic",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": "SAP Controlling",
            "comments": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n",
            "comments_and_work_notes": "2023-09-17 21:38:43 - ITIL User (Additional comments)\nUser can't access SAP Controlling application\n\n2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
            "company": {
                "display_value": "ACME North America",
                "link": "https://dev215901.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec"
            },
            "contact_type": "Phone",
            "contract": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "Was able to access SAP Controlling application last week but doesn't seem to be working as of today. Is there an outage?",
            "due_date": "",
            "escalation": "Overdue",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1 - High",
            "incident_state": "In Progress",
            "knowledge": "false",
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                "display_value": "San Diego",
                "link": "https://dev215901.service-now.com/api/now/table/cmn_location/108752c8c611227501d4ab0e392ba97f"
            },
            "made_sla": "true",
            "notify": "Do Not Notify",
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            "opened_at": "2023-09-18 13:48:32",
            "opened_by": {
                "display_value": "ITIL User",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd"
            },
            "order": "",
            "origin_id": "",
            "origin_table": "",
            "parent": "",
            "parent_incident": "",
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            "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": "Manager can't access SAP Controlling application",
            "sla_due": "2023-09-18 05:36:33",
            "state": "In Progress",
            "subcategory": null,
            "sys_class_name": "Incident",
            "sys_created_by": "itil",
            "sys_created_on": "2023-09-18 13:48:32",
            "sys_domain": {
                "display_value": "global",
                "link": "https://dev215901.service-now.com/api/now/table/sys_user_group/global"
            },
            "sys_domain_path": "/",
            "sys_id": "d7158da0c0a8016700eef46c8d1f3661",
            "sys_mod_count": "5",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2023-10-09 12:40:45",
            "task_effective_number": "INC0000051",
            "time_worked": "",
            "universal_request": "",
            "upon_approval": "Proceed to Next Task",
            "upon_reject": "Cancel all future Tasks",
            "urgency": "1 - High",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "2023-09-17 21:38:43 - ITIL User (Work notes)\nI validated that the user can't access this SAP module. Could\n\t\t\tbe an outage.\n\t\t\n\n",
            "work_notes_list": "",
            "work_start": ""
        }
    },
    {
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            "business_service": "Service",
            "caller_id": "Caller",
            "category": "Category",
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            "close_notes": "Resolution notes",
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            "parent_incident": "Parent Incident",
            "problem_id": "Problem",
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            "rfc": "Change Request",
            "service_offering": "Service offering",
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            "urgency": "Urgency"
        },
        "task_fields": [
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            "caller_id",
            "parent_incident",
            "knowledge",
            "assignment_group",
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            "resolved_by"
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        "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": "No resolution provided",
            "close_notes": "blotting Myrmecobius steepgrass infantryman beware",
            "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": "",
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]