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@bryanbarnard
Created September 27, 2023 18:20
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Example ServiceNow Customer Support Case
{
"result": [
{
"parent": "CS0001015",
"related_party_consumers": "",
"case_action_summary": "CAS0001001",
"caused_by": "",
"watch_list": "",
"related_party_users": "",
"active_escalation": "",
"upon_reject": "Cancel all future Tasks",
"sys_updated_on": "2023-09-26 10:24:09",
"support_manager": "",
"approval_history": "",
"skills": "",
"number": "CS0001014",
"problem": "",
"initiated_as_request": "false",
"state": "Open",
"case": " Analytics Suite Blackout CS0001014",
"sys_created_by": "emily.jason",
"knowledge": "false",
"order": "",
"assigned_on": "2023-09-05 20:09:02",
"cmdb_ci": "",
"delivery_plan": "",
"contract": "CNTR0000603",
"impact": "3 - Low",
"active": "true",
"work_notes_list": "",
"auto_created_case": "false",
"priority": "1 - Critical",
"sys_domain_path": "/",
"business_duration": "",
"first_response_time": "",
"group_list": "",
"child_case_creation_progress": "false",
"sync_driver": "false",
"internal_contact": "",
"approval_set": "",
"needs_attention": "false",
"universal_request": "",
"short_description": " Analytics Suite Blackout",
"correlation_display": "",
"delivery_task": "",
"work_start": "",
"additional_assignee_list": "",
"recipient_list": "",
"notify": "Do Not Notify",
"service_offering": "",
"sys_class_name": "Case",
"closed_by": "",
"follow_up": "",
"sold_product": "",
"post_case_review": "PCR0001037",
"contact_local_time": "",
"sn_app_cs_social_social_profile": "",
"reassignment_count": "0",
"contact_time_zone": null,
"contributor_users": "",
"notes_to_comments": "false",
"assigned_to": "Beth Anglin",
"product": "ACME Corporation Analytics Suite 2016",
"sla_due": "UNKNOWN",
"change": "",
"comments_and_work_notes": "2023-09-15 14:53:07 - System (Additional comments)\nPlease follow this link to see a detailed review of the case: [code]<a href=\"/sys_attachment.do?sys_id=ca04f000db19330092daf3c61d961984\" target=\"_blank\">Post Case Review - 2019-05-03 21:53:06.pdf</a>[/code].\n\n2023-09-05 20:08:55 - Beth Anglin (Work notes)\nAdded as a child of CS0001015\n\n2023-09-05 20:07:40 - Emily Jason (Work notes)\nProposed as major case candidate\nMultiple Customers affected by the Blackout\n\n",
"partner": "",
"stage": null,
"escalation": "Normal",
"upon_approval": "Proceed to Next Task",
"partner_contact": "",
"correlation_id": "",
"household": "",
"asset": "ACME Corporation Analytics Suite 2016",
"made_sla": "true",
"task_effective_number": "CS0001014",
"resolved_by": "",
"sys_updated_by": "admin",
"opened_by": "Emily Jason",
"user_input": "",
"sys_created_on": "2023-09-05 20:06:15",
"contact": "George Warren",
"sys_domain": "global",
"route_reason": "",
"contributor_groups": "",
"closed_at": "",
"follow_the_sun": "false",
"business_service": "",
"entitlement": "24x7 Customer Support",
"business_impact": "",
"time_worked": "",
"expected_start": "",
"opened_at": "2023-09-05 20:02:48",
"work_end": "",
"case_report": "",
"consumer_profile": "",
"resolved_at": "",
"subcategory": "Question",
"work_notes": "2023-09-05 20:08:55 - Beth Anglin (Work notes)\nAdded as a child of CS0001015\n\n2023-09-05 20:07:40 - Emily Jason (Work notes)\nProposed as major case candidate\nMultiple Customers affected by the Blackout\n\n",
"install_base": "",
"assignment_group": "ACME Support",
"cause": "",
"description": "",
"proactive": "false",
"calendar_duration": "",
"close_notes": "",
"auto_close": "false",
"sys_id": "090b1a30db0d330092daf3c61d96196e",
"contact_type": "Web",
"resolution_code": null,
"probable_cause": "",
"urgency": "3 - Low",
"company": "",
"activity_due": "UNKNOWN",
"consumer": "",
"major_case_state": null,
"action_status": "",
"comments": "2023-09-15 14:53:07 - System (Additional comments)\nPlease follow this link to see a detailed review of the case: [code]<a href=\"/sys_attachment.do?sys_id=ca04f000db19330092daf3c61d961984\" target=\"_blank\">Post Case Review - 2019-05-03 21:53:06.pdf</a>[/code].\n\n",
"approval": "Not Yet Requested",
"due_date": "",
"sys_mod_count": "9",
"internal_user": "",
"sys_tags": "",
"service": "",
"active_account_escalation": "",
"location": "",
"category": "Issue",
"incident": "",
"account": "Boxeo"
}
]
}
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