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SOTHIS CAOA (Comentários adicionais)\n(ORIGEM SOTHIS) Normalizado sem intervenção técnica\n\n", "value": "" }, "escalation": { "display_value": "Normal", "value": "0" }, "upon_approval": { "display_value": "Prosseguir para a próxima tarefa", "value": "proceed" }, "correlation_id": { "display_value": "803a11653b3a6e10f6e903f136e45a3f", "value": "803a11653b3a6e10f6e903f136e45a3f" }, "timeline": { "display_value": null, "value": "" }, "made_sla": { "display_value": "verdadeiro", "value": "true" }, "promoted_on": { "display_value": "", "value": "" }, "sn_esign_document": { "display_value": "", "value": "" }, "u_reopening_date": { "display_value": "", "value": "" }, "child_incidents": { "display_value": "0", "value": "0" }, "u_catalog_item": { "display_value": "Problemas com Telefonia Fixa", "link": "https://caoadev.service-now.com/api/now/table/sc_cat_item/0cc1106d1bb30090e77eb9121b4bcbe5", "value": "0cc1106d1bb30090e77eb9121b4bcbe5" }, "hold_reason": { "display_value": "", "value": "" }, "task_effective_number": { "display_value": "INC0140292", "value": "INC0140292" }, "resolved_by": { "display_value": "SOTHIS CAOA", "link": "https://caoadev.service-now.com/api/now/table/sys_user/b131d6ed1b2ba510c5e163923b4bcb77", "value": "b131d6ed1b2ba510c5e163923b4bcb77" }, "sys_updated_by": { "display_value": "system", "value": "system" }, "opened_by": { "display_value": "Rebeca Maila Pereira De Jesus Da Silva", "link": "https://caoadev.service-now.com/api/now/table/sys_user/c8ed818d870cea90ab40c8440cbb3532", "value": "c8ed818d870cea90ab40c8440cbb3532" }, "user_input": { "display_value": "", "value": "" }, "sys_created_on": { "display_value": "17/07/2025 09:07:35", "value": "2025-07-17 12:07:35" }, "sys_domain": { "display_value": "global", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "proposed_on": { "display_value": "", "value": "" }, "actions_taken": { "display_value": "", "value": "" }, "route_reason": { "display_value": "", "value": "" }, "u_task_number": { "display_value": "INC0140292", "value": "INC0140292" }, "calendar_stc": { "display_value": "4,650", "value": "4650" }, "closed_at": { "display_value": "22/07/2025 11:00:05", "value": "2025-07-22 14:00:05" }, "business_service": { "display_value": "", "value": "" }, "business_impact": { "display_value": "", "value": "" }, "u_symptom": { "display_value": null, "value": "" }, "rfc": { "display_value": "", "value": "" }, "time_worked": { "display_value": "", "value": "" }, "expected_start": { "display_value": "", "value": "" }, "work_end": { "display_value": "", "value": "" }, "caller_id": { "display_value": "Rebeca Maila Pereira De Jesus Da Silva", "link": "https://caoadev.service-now.com/api/now/table/sys_user/c8ed818d870cea90ab40c8440cbb3532", "value": "c8ed818d870cea90ab40c8440cbb3532" }, "reopened_time": { "display_value": "", "value": "" }, "resolved_at": { "display_value": "17/07/2025 10:25:05", "value": "2025-07-17 13:25:05" }, "u_catalog": { "display_value": "TI", "value": "IT" }, "subcategory": { "display_value": "Telefonia Fixa", "value": "Fixed Telephony" }, "u_gw_sla_created_on": { "display_value": "17/07/2025 09:07:35", "value": "2025-07-17 12:07:35" }, "work_notes": { "display_value": "", "value": "" }, "close_code": { "display_value": "Problema resolvido automaticamente", "value": "Issue resolved itself" }, "assignment_group": { "display_value": "Sothis", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/1132c9e01bfad410e77eb9121b4bcbab", "value": "1132c9e01bfad410e77eb9121b4bcbab" }, "u_gw_change_id": { "display_value": "64e32b87fbfea610ef1ffe316eefdc93", "value": "64e32b87fbfea610ef1ffe316eefdc93" }, "business_stc": { "display_value": "0", "value": "0" }, "cause": { "display_value": "", "value": "" }, "description": { "display_value": "Ao tentar realizar chamadas, aparece a mensagem de \"rede indisponível\", impossibilitando o atendimento aos clientes.", "value": "Ao tentar realizar chamadas, aparece a mensagem de \"rede indisponível\", impossibilitando o atendimento aos clientes." }, "origin_id": { "display_value": "", "value": "" }, "calendar_duration": { "display_value": "1 hora 17 Minutos", "value": "1970-01-01 01:17:30" }, "close_notes": { "display_value": "(ORIGEM SOTHIS) Normalizado sem intervenção técnica", "value": "(ORIGEM SOTHIS) Normalizado sem intervenção técnica" }, "sys_id": { "display_value": "fc8995a13b3a6e10f6e903f136e45abd", "value": "fc8995a13b3a6e10f6e903f136e45abd" }, "contact_type": { "display_value": "Autoatendimento", "value": "self-service" }, "sn_esign_esignature_configuration": { "display_value": "", "value": "" }, "incident_state": { "display_value": "Encerrado", "value": "7" }, "urgency": { "display_value": "2 - Médio(a)", "value": "2" }, "problem_id": { "display_value": "", "value": "" }, "company": { "display_value": "CAOA", "link": "https://caoadev.service-now.com/api/now/table/core_company/4cb5c4361bb1d410bb0f32681b4bcb8c", "value": "4cb5c4361bb1d410bb0f32681b4bcb8c" }, "activity_due": { "display_value": "UNKNOWN", "value": "" }, "u_ismobile": { "display_value": "falso", "value": "false" }, "severity": { "display_value": "3 - Baixo", "value": "3" }, "overview": { "display_value": null, "value": "" }, "comments": { "display_value": "17/07/2025 10:25:02 - SOTHIS CAOA (Comentários adicionais)\n(ORIGEM SOTHIS) Normalizado sem intervenção técnica\n\n", "value": "" }, "approval": { "display_value": "Ainda não solicitada", "value": "not requested" }, "due_date": { "display_value": "", "value": "" }, "sys_mod_count": { "display_value": "11", "value": "11" }, "u_external_tickets": { "display_value": "", "value": "" }, "reopen_count": { "display_value": "0", "value": "0" }, "sys_tags": { "display_value": "", "value": "" }, "u_first_call_resolution": { "display_value": "verdadeiro", "value": "true" }, "u_mobile_telephony": { "display_value": null, "value": "" }, "location": { "display_value": "HMB - LAURO DE FREITAS", "link": "https://caoadev.service-now.com/api/now/table/cmn_location/af22f6e91b6f1050e77eb9121b4bcbdd", "value": "af22f6e91b6f1050e77eb9121b4bcbdd" }, "category": { "display_value": "Infraestrutura", "value": "Infrastructure" } }, { "promoted_by": { "display_value": "", "value": "" }, "parent": { "display_value": "", "value": "" }, "caused_by": { "display_value": "", "value": "" }, "watch_list": { "display_value": "", "value": "" }, "upon_reject": { "display_value": "Cancelar todas as tarefas futuras", "value": "cancel" }, "sys_updated_on": { "display_value": "17/07/2025 10:55:19", "value": "2025-07-17 13:55:19" }, "origin_table": { "display_value": "", "value": "" }, "approval_history": { "display_value": "", "value": "" }, "skills": { "display_value": "", "value": "" }, "number": { "display_value": "INC0140279", "value": "INC0140279" }, "proposed_by": { "display_value": "", "value": "" }, "lessons_learned": { "display_value": null, "value": "" }, "state": { "display_value": "Em Atendimento", "value": "2" }, "sys_created_by": { "display_value": "edson.gjunior@caoa.com.br", "value": "edson.gjunior@caoa.com.br" }, "knowledge": { "display_value": "falso", "value": "false" }, "order": { "display_value": "", "value": "" }, "u_user_liberado": { "display_value": "falso", "value": "false" }, "cmdb_ci": { "display_value": "", "value": "" }, "u_st_user_rec1": { "display_value": "SOTHIS CAOA", "link": "https://caoadev.service-now.com/api/now/table/sys_user/b131d6ed1b2ba510c5e163923b4bcb77", "value": "b131d6ed1b2ba510c5e163923b4bcb77" }, "impact": { "display_value": "2 - Médio(a)", "value": "2" }, "active": { "display_value": "verdadeiro", "value": "true" }, "work_notes_list": { "display_value": "", "value": "" }, "priority": { "display_value": "3 - Moderado(a)", "value": "3" }, "sys_domain_path": { "display_value": "/", "value": "/" }, "business_duration": { "display_value": "", "value": "" }, "group_list": { "display_value": "", "value": "" }, "approval_set": { "display_value": "", "value": "" }, "major_incident_state": { "display_value": null, "value": "" }, "universal_request": { "display_value": "", "value": "" }, "short_description": { "display_value": "Problemas com Telefonia Fixa", "value": "Problemas com Telefonia Fixa" }, "correlation_display": { "display_value": "STI0129763", "value": "STI0129763" }, "work_start": { "display_value": "", "value": "" }, "additional_assignee_list": { "display_value": "", "value": "" }, "u_adp_select": { "display_value": null, "value": "" }, "u_gw_change_control": { "display_value": "0", "value": "0" }, "notify": { "display_value": "Não notificar", "value": "1" }, "service_offering": { "display_value": "", "value": "" }, "sys_class_name": { "display_value": "Incidente", "value": "incident" }, "closed_by": { "display_value": "", "value": "" }, "follow_up": { "display_value": "", "value": "" }, "parent_incident": { "display_value": "", "value": "" }, "reopened_by": { "display_value": "", "value": "" }, "reassignment_count": { "display_value": "0", "value": "0" }, "assigned_to": { "display_value": "SOTHIS CAOA", "link": "https://caoadev.service-now.com/api/now/table/sys_user/b131d6ed1b2ba510c5e163923b4bcb77", "value": "b131d6ed1b2ba510c5e163923b4bcb77" }, "sla_due": { "display_value": "UNKNOWN", "value": "" }, "comments_and_work_notes": { "display_value": "17/07/2025 10:55:19 - SOTHIS CAOA (Anotações de trabalho)\nRegistro alterado por: SOTHIS CAOA (SOTHIS.CAOA). Campos alterados: Ticket Externo - Hora efetiva da alteração: 10:55:19\n\n17/07/2025 10:40:02 - SOTHIS CAOA (Comentários adicionais)\n(ORIGEM SOTHIS) Retirado o registro dos ramais. Após voltarem, os ips ficaram de acordo com o padrão. Vamos seguir analisando ao longo do dia para validar a normalização.\n\n17/07/2025 10:35:02 - SOTHIS CAOA (Comentários adicionais)\n(ORIGEM SOTHIS) Verificado que alguns ramais estavam com o ramal duplicado e o ip fora do padrão\r\n\"53e412bd-ba446868-6878fb37baf204.92105151\"\n\n", "value": "" }, "escalation": { "display_value": "Normal", "value": "0" }, "upon_approval": { "display_value": "Prosseguir para a próxima tarefa", "value": "proceed" }, "correlation_id": { "display_value": "045c86dd3b722e10f6e903f136e45aa4", "value": "045c86dd3b722e10f6e903f136e45aa4" }, "timeline": { "display_value": null, "value": "" }, "made_sla": { "display_value": "verdadeiro", "value": "true" }, "promoted_on": { "display_value": "", "value": "" }, "sn_esign_document": { "display_value": "", "value": "" }, "u_reopening_date": { "display_value": "", "value": "" }, "child_incidents": { "display_value": "0", "value": "0" }, "u_catalog_item": { "display_value": "Problemas com Telefonia Fixa", "link": "https://caoadev.service-now.com/api/now/table/sc_cat_item/0cc1106d1bb30090e77eb9121b4bcbe5", "value": "0cc1106d1bb30090e77eb9121b4bcbe5" }, "hold_reason": { "display_value": "", "value": "" }, "task_effective_number": { "display_value": "INC0140279", "value": "INC0140279" }, "resolved_by": { "display_value": "", "value": "" }, "sys_updated_by": { "display_value": "SOTHIS.CAOA", "value": "SOTHIS.CAOA" }, "opened_by": { "display_value": "Edson Goncalves Da Silva Junior", "link": "https://caoadev.service-now.com/api/now/table/sys_user/a28a0a7b1be2d01029846538fa4bcb9d", "value": "a28a0a7b1be2d01029846538fa4bcb9d" }, "user_input": { "display_value": "", "value": "" }, "sys_created_on": { "display_value": "16/07/2025 18:08:06", "value": "2025-07-16 21:08:06" }, "sys_domain": { "display_value": "global", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "proposed_on": { "display_value": "", "value": "" }, "actions_taken": { "display_value": "", "value": "" }, "route_reason": { "display_value": "", "value": "" }, "u_task_number": { "display_value": "INC0140279", "value": "INC0140279" }, "calendar_stc": { "display_value": "", "value": "" }, "closed_at": { "display_value": "", "value": "" }, "business_service": { "display_value": "", "value": "" }, "business_impact": { "display_value": "", "value": "" }, "u_symptom": { "display_value": null, "value": "" }, "rfc": { "display_value": "", "value": "" }, "time_worked": { "display_value": "", "value": "" }, "expected_start": { "display_value": "", "value": "" }, "work_end": { "display_value": "", "value": "" }, "caller_id": { "display_value": "Edson Goncalves Da Silva Junior", "link": "https://caoadev.service-now.com/api/now/table/sys_user/a28a0a7b1be2d01029846538fa4bcb9d", "value": "a28a0a7b1be2d01029846538fa4bcb9d" }, "reopened_time": { "display_value": "", "value": "" }, "resolved_at": { "display_value": "", "value": "" }, "u_catalog": { "display_value": "TI", "value": "IT" }, "subcategory": { "display_value": "Telefonia Fixa", "value": "Fixed Telephony" }, "u_gw_sla_created_on": { "display_value": "16/07/2025 18:08:06", "value": "2025-07-16 21:08:06" }, "work_notes": { "display_value": "17/07/2025 10:55:19 - SOTHIS CAOA (Anotações de trabalho)\nRegistro alterado por: SOTHIS CAOA (SOTHIS.CAOA). Campos alterados: Ticket Externo - Hora efetiva da alteração: 10:55:19\n\n", "value": "" }, "close_code": { "display_value": null, "value": "" }, "assignment_group": { "display_value": "Sothis", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/1132c9e01bfad410e77eb9121b4bcbab", "value": "1132c9e01bfad410e77eb9121b4bcbab" }, "u_gw_change_id": { "display_value": "c2d2f16d97b22e14501634a6f053af66", "value": "c2d2f16d97b22e14501634a6f053af66" }, "business_stc": { "display_value": "", "value": "" }, "cause": { "display_value": "", "value": "" }, "description": { "display_value": "Gostaria de informar que diversos cliente estão relatando a incompatibilidade ao tentar entra em contato com a unidade, e notamos que ocorre principalmente com feitas pela operadora vivo.", "value": "Gostaria de informar que diversos cliente estão relatando a incompatibilidade ao tentar entra em contato com a unidade, e notamos que ocorre principalmente com feitas pela operadora vivo." }, "origin_id": { "display_value": "", "value": "" }, "calendar_duration": { "display_value": "", "value": "" }, "close_notes": { "display_value": "", "value": "" }, "sys_id": { "display_value": "10c8c2913b722e10f6e903f136e45a30", "value": "10c8c2913b722e10f6e903f136e45a30" }, "contact_type": { "display_value": "Autoatendimento", "value": "self-service" }, "sn_esign_esignature_configuration": { "display_value": "", "value": "" }, "incident_state": { "display_value": "Em Atendimento", "value": "2" }, "urgency": { "display_value": "2 - Médio(a)", "value": "2" }, "problem_id": { "display_value": "", "value": "" }, "company": { "display_value": "CAOA", "link": "https://caoadev.service-now.com/api/now/table/core_company/4cb5c4361bb1d410bb0f32681b4bcb8c", "value": "4cb5c4361bb1d410bb0f32681b4bcb8c" }, "activity_due": { "display_value": "UNKNOWN", "value": "" }, "u_ismobile": { "display_value": "falso", "value": "false" }, "severity": { "display_value": "3 - Baixo", "value": "3" }, "overview": { "display_value": null, "value": "" }, "comments": { "display_value": "17/07/2025 10:40:02 - SOTHIS CAOA (Comentários adicionais)\n(ORIGEM SOTHIS) Retirado o registro dos ramais. Após voltarem, os ips ficaram de acordo com o padrão. Vamos seguir analisando ao longo do dia para validar a normalização.\n\n17/07/2025 10:35:02 - SOTHIS CAOA (Comentários adicionais)\n(ORIGEM SOTHIS) Verificado que alguns ramais estavam com o ramal duplicado e o ip fora do padrão\r\n\"53e412bd-ba446868-6878fb37baf204.92105151\"\n\n", "value": "" }, "approval": { "display_value": "Ainda não solicitada", "value": "not requested" }, "due_date": { "display_value": "", "value": "" }, "sys_mod_count": { "display_value": "10", "value": "10" }, "u_external_tickets": { "display_value": "32947", "value": "32947" }, "reopen_count": { "display_value": "0", "value": "0" }, "sys_tags": { "display_value": "", "value": "" }, "u_first_call_resolution": { "display_value": "falso", "value": "false" }, "u_mobile_telephony": { "display_value": null, "value": "" }, "location": { "display_value": "YELLOW - LONDRINA", "link": "https://caoadev.service-now.com/api/now/table/cmn_location/37223ae91b6f1050e77eb9121b4bcb4e", "value": "37223ae91b6f1050e77eb9121b4bcb4e" }, "category": { "display_value": "Infraestrutura", "value": "Infrastructure" } }, { "promoted_by": { "display_value": "", "value": "" }, "parent": { "display_value": "", "value": "" }, "caused_by": { "display_value": "", "value": "" }, "watch_list": { "display_value": "", "value": "" }, "upon_reject": { "display_value": "Cancelar todas as tarefas futuras", "value": "cancel" }, "sys_updated_on": { "display_value": "16/07/2025 13:55:02", "value": "2025-07-16 16:55:02" }, "origin_table": { "display_value": "", "value": "" }, "approval_history": { "display_value": "", "value": "" }, "skills": { "display_value": "", "value": "" }, "number": { "display_value": "INC0140253", "value": "INC0140253" }, "proposed_by": { "display_value": "", "value": "" }, "lessons_learned": { "display_value": null, "value": "" }, "state": { "display_value": "Em Atendimento", "value": "2" }, "sys_created_by": { "display_value": "t-gustavo.tavares@caoa.com.br", "value": "t-gustavo.tavares@caoa.com.br" }, "knowledge": { "display_value": "falso", "value": "false" }, "order": { "display_value": "", "value": "" }, "u_user_liberado": { "display_value": "falso", "value": "false" }, "cmdb_ci": { "display_value": "", "value": "" }, "u_st_user_rec1": { "display_value": "", "value": "" }, "impact": { "display_value": "3 - Baixo(a)", "value": "3" }, "active": { "display_value": "verdadeiro", "value": "true" }, "work_notes_list": { "display_value": "", "value": "" }, "priority": { "display_value": "3 - Moderado(a)", "value": "3" }, "sys_domain_path": { "display_value": "/", "value": "/" }, "business_duration": { "display_value": "", "value": "" }, "group_list": { "display_value": "", "value": "" }, "approval_set": { "display_value": "", "value": "" }, "major_incident_state": { "display_value": null, "value": "" }, "universal_request": { "display_value": "", "value": "" }, "short_description": { "display_value": "Problemas com Internet", "value": "Problemas com Internet" }, "correlation_display": { "display_value": "STI0129737", "value": "STI0129737" }, "work_start": { "display_value": "", "value": "" }, "additional_assignee_list": { "display_value": "", "value": "" }, "u_adp_select": { "display_value": null, "value": "" }, "u_gw_change_control": { "display_value": "0", "value": "0" }, "notify": { "display_value": "Não notificar", "value": "1" }, "service_offering": { "display_value": "", "value": "" }, "sys_class_name": { "display_value": "Incidente", "value": "incident" }, "closed_by": { "display_value": "", "value": "" }, "follow_up": { "display_value": "", "value": "" }, "parent_incident": { "display_value": "", "value": "" }, "reopened_by": { "display_value": "", "value": "" }, "reassignment_count": { "display_value": "1", "value": "1" }, "assigned_to": { "display_value": "SOTHIS CAOA", "link": "https://caoadev.service-now.com/api/now/table/sys_user/b131d6ed1b2ba510c5e163923b4bcb77", "value": "b131d6ed1b2ba510c5e163923b4bcb77" }, "sla_due": { "display_value": "UNKNOWN", "value": "" }, "comments_and_work_notes": { "display_value": "16/07/2025 13:51:51 - Gustavo Oliveira Tavares (Anotações de trabalho)\nColaboradora informa que teve uma queda de energia na localidade e quando retornou a energia, apenas sua máquina não está conectado com a internet. Poderiam verificar?\r\n\r\nKb não localizado\r\n\r\nContato: (41) 99202-2250\r\ne-mail: vanessa.santos@caoa.com.br\n\n", "value": "" }, "escalation": { "display_value": "Normal", "value": "0" }, "upon_approval": { "display_value": "Prosseguir para a próxima tarefa", "value": "proceed" }, "correlation_id": { "display_value": "8f719d5d3b7eaa10f6e903f136e45abf", "value": "8f719d5d3b7eaa10f6e903f136e45abf" }, "timeline": { "display_value": null, "value": "" }, "made_sla": { "display_value": "verdadeiro", "value": "true" }, "promoted_on": { "display_value": "", "value": "" }, "sn_esign_document": { "display_value": "", "value": "" }, "u_reopening_date": { "display_value": "", "value": "" }, "child_incidents": { "display_value": "0", "value": "0" }, "u_catalog_item": { "display_value": "Problemas com Internet", "link": "https://caoadev.service-now.com/api/now/table/sc_cat_item/b91a8ca51bb30090e77eb9121b4bcbf3", "value": "b91a8ca51bb30090e77eb9121b4bcbf3" }, "hold_reason": { "display_value": "", "value": "" }, "task_effective_number": { "display_value": "INC0140253", "value": "INC0140253" }, "resolved_by": { "display_value": "", "value": "" }, "sys_updated_by": { "display_value": "SOTHIS.CAOA", "value": "SOTHIS.CAOA" }, "opened_by": { "display_value": "Gustavo Oliveira Tavares", "link": "https://caoadev.service-now.com/api/now/table/sys_user/93a51e5f87dd9a10ab40c8440cbb356d", "value": "93a51e5f87dd9a10ab40c8440cbb356d" }, "user_input": { "display_value": "", "value": "" }, "sys_created_on": { "display_value": "16/07/2025 13:51:05", "value": "2025-07-16 16:51:05" }, "sys_domain": { "display_value": "global", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "proposed_on": { "display_value": "", "value": "" }, "actions_taken": { "display_value": "", "value": "" }, "route_reason": { "display_value": "", "value": "" }, "u_task_number": { "display_value": "INC0140253", "value": "INC0140253" }, "calendar_stc": { "display_value": "", "value": "" }, "closed_at": { "display_value": "", "value": "" }, "business_service": { "display_value": "", "value": "" }, "business_impact": { "display_value": "", "value": "" }, "u_symptom": { "display_value": "Indisponibilidade", "value": "Unavailability" }, "rfc": { "display_value": "", "value": "" }, "time_worked": { "display_value": "", "value": "" }, "expected_start": { "display_value": "", "value": "" }, "work_end": { "display_value": "", "value": "" }, "caller_id": { "display_value": "Vanessa Klenk Ribeiro Dos Santos", "link": "https://caoadev.service-now.com/api/now/table/sys_user/21a5900cdb93701015471403149619e2", "value": "21a5900cdb93701015471403149619e2" }, "reopened_time": { "display_value": "", "value": "" }, "resolved_at": { "display_value": "", "value": "" }, "u_catalog": { "display_value": "TI", "value": "IT" }, "subcategory": { "display_value": "Internet", "value": "Internet" }, "u_gw_sla_created_on": { "display_value": "16/07/2025 13:51:05", "value": "2025-07-16 16:51:05" }, "work_notes": { "display_value": "16/07/2025 13:51:51 - Gustavo Oliveira Tavares (Anotações de trabalho)\nColaboradora informa que teve uma queda de energia na localidade e quando retornou a energia, apenas sua máquina não está conectado com a internet. Poderiam verificar?\r\n\r\nKb não localizado\r\n\r\nContato: (41) 99202-2250\r\ne-mail: vanessa.santos@caoa.com.br\n\n", "value": "" }, "close_code": { "display_value": null, "value": "" }, "assignment_group": { "display_value": "Operadoras", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/f3c8b0801b470410208023853a4bcbf4", "value": "f3c8b0801b470410208023853a4bcbf4" }, "u_gw_change_id": { "display_value": "4562d9d197b2e614501634a6f053af74", "value": "4562d9d197b2e614501634a6f053af74" }, "business_stc": { "display_value": "", "value": "" }, "cause": { "display_value": "", "value": "" }, "description": { "display_value": "Colaboradora informa que teve uma queda de energia na localidade e quando retornou a energia, apenas sua máquina não está conectado com a internet. Poderiam verificar?\r\n\r\nKb não localizado\r\n\r\nContato: (41) 99202-2250\r\ne-mail: vanessa.santos@caoa.com.br", "value": "Colaboradora informa que teve uma queda de energia na localidade e quando retornou a energia, apenas sua máquina não está conectado com a internet. Poderiam verificar?\r\n\r\nKb não localizado\r\n\r\nContato: (41) 99202-2250\r\ne-mail: vanessa.santos@caoa.com.br" }, "origin_id": { "display_value": "", "value": "" }, "calendar_duration": { "display_value": "", "value": "" }, "close_notes": { "display_value": "", "value": "" }, "sys_id": { "display_value": "ae01d51d3b7eaa10f6e903f136e45aab", "value": "ae01d51d3b7eaa10f6e903f136e45aab" }, "contact_type": { "display_value": "Telefone", "value": "phone" }, "sn_esign_esignature_configuration": { "display_value": "", "value": "" }, "incident_state": { "display_value": "Em Atendimento", "value": "2" }, "urgency": { "display_value": "1 - Alto(a)", "value": "1" }, "problem_id": { "display_value": "", "value": "" }, "company": { "display_value": "CAOA", "link": "https://caoadev.service-now.com/api/now/table/core_company/4cb5c4361bb1d410bb0f32681b4bcb8c", "value": "4cb5c4361bb1d410bb0f32681b4bcb8c" }, "activity_due": { "display_value": "UNKNOWN", "value": "" }, "u_ismobile": { "display_value": "falso", "value": "false" }, "severity": { "display_value": "3 - Baixo", "value": "3" }, "overview": { "display_value": null, "value": "" }, "comments": { "display_value": "", "value": "" }, "approval": { "display_value": "Ainda não solicitada", "value": "not requested" }, "due_date": { "display_value": "", "value": "" }, "sys_mod_count": { "display_value": "5", "value": "5" }, "u_external_tickets": { "display_value": "", "value": "" }, "reopen_count": { "display_value": "0", "value": "0" }, "sys_tags": { "display_value": "", "value": "" }, "u_first_call_resolution": { "display_value": "falso", "value": "false" }, "u_mobile_telephony": { "display_value": null, "value": "" }, "location": { "display_value": "HMB - ALTO DA XV", "link": "https://caoadev.service-now.com/api/now/table/cmn_location/6f22f6e91b6f1050e77eb9121b4bcbcc", "value": "6f22f6e91b6f1050e77eb9121b4bcbcc" }, "category": { "display_value": "Infraestrutura", "value": "Infrastructure" } }, { "promoted_by": { "display_value": "", "value": "" }, "parent": { "display_value": "", "value": "" }, "caused_by": { "display_value": "", "value": "" }, "watch_list": { "display_value": "", "value": "" }, "upon_reject": { "display_value": "Cancelar todas as tarefas futuras", "value": "cancel" }, "sys_updated_on": { "display_value": "12/09/2025 10:22:31", "value": "2025-09-12 13:22:31" }, "origin_table": { "display_value": "", "value": "" }, "approval_history": { "display_value": "", "value": "" }, "skills": { "display_value": "", "value": "" }, "number": { "display_value": "INC0140250", "value": "INC0140250" }, "proposed_by": { "display_value": "", "value": "" }, "lessons_learned": { "display_value": null, "value": "" }, "state": { "display_value": "Em Atendimento", "value": "2" }, "sys_created_by": { "display_value": "alexandre.almeida@caoa.com.br", "value": "alexandre.almeida@caoa.com.br" }, "knowledge": { "display_value": "falso", "value": "false" }, "order": { "display_value": "", "value": "" }, "u_user_liberado": { "display_value": "falso", "value": "false" }, "cmdb_ci": { "display_value": "", "value": "" }, "u_st_user_rec1": { "display_value": "", "value": "" }, "impact": { "display_value": "1 - Alto(a)", "value": "1" }, "active": { "display_value": "verdadeiro", "value": "true" }, "work_notes_list": { "display_value": "", "value": "" }, "priority": { "display_value": "1 - Crítico(a)", "value": "1" }, "sys_domain_path": { "display_value": "/", "value": "/" }, "business_duration": { "display_value": "", "value": "" }, "group_list": { "display_value": "", "value": "" }, "approval_set": { "display_value": "", "value": "" }, "major_incident_state": { "display_value": null, "value": "" }, "universal_request": { "display_value": "", "value": "" }, "short_description": { "display_value": "Problemas com Internet", "value": "Problemas com Internet" }, "correlation_display": { "display_value": "STI0129734", "value": "STI0129734" }, "work_start": { "display_value": "", "value": "" }, "additional_assignee_list": { "display_value": "", "value": "" }, "u_adp_select": { "display_value": null, "value": "" }, "u_gw_change_control": { "display_value": "0", "value": "0" }, "notify": { "display_value": "Não notificar", "value": "1" }, "service_offering": { "display_value": "", "value": "" }, "sys_class_name": { "display_value": "Incidente", "value": "incident" }, "closed_by": { "display_value": "", "value": "" }, "follow_up": { "display_value": "", "value": "" }, "parent_incident": { "display_value": "", "value": "" }, "reopened_by": { "display_value": "", "value": "" }, "reassignment_count": { "display_value": "2", "value": "2" }, "assigned_to": { "display_value": "SOTHIS CAOA", "link": "https://caoadev.service-now.com/api/now/table/sys_user/b131d6ed1b2ba510c5e163923b4bcb77", "value": "b131d6ed1b2ba510c5e163923b4bcb77" }, "sla_due": { "display_value": "UNKNOWN", "value": "" }, "comments_and_work_notes": { "display_value": "16/07/2025 16:22:31 - Carlos Eduardo Queiroz Pinto (Comentários adicionais)\nRealizada cobrança/acionamento da equipe solucionadora com Iago Dantas , via WhatsApp.\n\n16/07/2025 16:09:06 - Nicole de Oliveira Sena (Anotações de trabalho)\nMotivo: Colaborador(a) entra em contato solicitando prioridade no chamado.\r\n-----------------Cobrança de Chamado ----------------------\r\nColaborador(a) entra em contato solicitando prioridade no chamado.\r\nAcionamento #1\r\n\r\nIP: 10.30.15.4\r\nColaboradora informa que outras lojas da rua estão sem internet também.\n\n16/07/2025 13:34:18 - Gabriel Sousa De Lima (Anotações de trabalho)\nTime,\r\n\r\nPoderiam verificar a internet da localidade, por gentileza?\n\n", "value": "" }, "escalation": { "display_value": "Normal", "value": "0" }, "upon_approval": { "display_value": "Prosseguir para a próxima tarefa", "value": "proceed" }, "correlation_id": { "display_value": "b2ca8d9597fea614501634a6f053afb2", "value": "b2ca8d9597fea614501634a6f053afb2" }, "timeline": { "display_value": null, "value": "" }, "made_sla": { "display_value": "verdadeiro", "value": "true" }, "promoted_on": { "display_value": "", "value": "" }, "sn_esign_document": { "display_value": "", "value": "" }, "u_reopening_date": { "display_value": "", "value": "" }, "child_incidents": { "display_value": "0", "value": "0" }, "u_catalog_item": { "display_value": "Problemas com Internet", "link": "https://caoadev.service-now.com/api/now/table/sc_cat_item/b91a8ca51bb30090e77eb9121b4bcbf3", "value": "b91a8ca51bb30090e77eb9121b4bcbf3" }, "hold_reason": { "display_value": "", "value": "" }, "task_effective_number": { "display_value": "INC0140250", "value": "INC0140250" }, "resolved_by": { "display_value": "", "value": "" }, "sys_updated_by": { "display_value": "system", "value": "system" }, "opened_by": { "display_value": "Alexandre Elizeu De Almeida", "link": "https://caoadev.service-now.com/api/now/table/sys_user/988a427b1be2d01029846538fa4bcb56", "value": "988a427b1be2d01029846538fa4bcb56" }, "user_input": { "display_value": "", "value": "" }, "sys_created_on": { "display_value": "16/07/2025 13:21:51", "value": "2025-07-16 16:21:51" }, "sys_domain": { "display_value": "global", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "proposed_on": { "display_value": "", "value": "" }, "actions_taken": { "display_value": "", "value": "" }, "route_reason": { "display_value": "", "value": "" }, "u_task_number": { "display_value": "INC0140250", "value": "INC0140250" }, "calendar_stc": { "display_value": "", "value": "" }, "closed_at": { "display_value": "", "value": "" }, "business_service": { "display_value": "", "value": "" }, "business_impact": { "display_value": "", "value": "" }, "u_symptom": { "display_value": "Indisponibilidade", "value": "Unavailability" }, "rfc": { "display_value": "", "value": "" }, "time_worked": { "display_value": "", "value": "" }, "expected_start": { "display_value": "", "value": "" }, "work_end": { "display_value": "", "value": "" }, "caller_id": { "display_value": "Alexandre Elizeu De Almeida", "link": "https://caoadev.service-now.com/api/now/table/sys_user/988a427b1be2d01029846538fa4bcb56", "value": "988a427b1be2d01029846538fa4bcb56" }, "reopened_time": { "display_value": "", "value": "" }, "resolved_at": { "display_value": "", "value": "" }, "u_catalog": { "display_value": "TI", "value": "IT" }, "subcategory": { "display_value": "Internet", "value": "Internet" }, "u_gw_sla_created_on": { "display_value": "16/07/2025 13:21:51", "value": "2025-07-16 16:21:51" }, "work_notes": { "display_value": "16/07/2025 16:09:06 - Nicole de Oliveira Sena (Anotações de trabalho)\nMotivo: Colaborador(a) entra em contato solicitando prioridade no chamado.\r\n-----------------Cobrança de Chamado ----------------------\r\nColaborador(a) entra em contato solicitando prioridade no chamado.\r\nAcionamento #1\r\n\r\nIP: 10.30.15.4\r\nColaboradora informa que outras lojas da rua estão sem internet também.\n\n16/07/2025 13:34:18 - Gabriel Sousa De Lima (Anotações de trabalho)\nTime,\r\n\r\nPoderiam verificar a internet da localidade, por gentileza?\n\n", "value": "" }, "close_code": { "display_value": null, "value": "" }, "assignment_group": { "display_value": "Operadoras", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/f3c8b0801b470410208023853a4bcbf4", "value": "f3c8b0801b470410208023853a4bcbf4" }, "u_gw_change_id": { "display_value": "5124351d97722a14501634a6f053af4b", "value": "5124351d97722a14501634a6f053af4b" }, "business_stc": { "display_value": "", "value": "" }, "cause": { "display_value": "", "value": "" }, "description": { "display_value": "Boa tarde! A filial D21 Maringá está toda sem internet. Tanto a rede cabeada quanto wi-fi estão fora. Poderiam por gentileza verificar?", "value": "Boa tarde! A filial D21 Maringá está toda sem internet. Tanto a rede cabeada quanto wi-fi estão fora. Poderiam por gentileza verificar?" }, "origin_id": { "display_value": "", "value": "" }, "calendar_duration": { "display_value": "", "value": "" }, "close_notes": { "display_value": "", "value": "" }, "sys_id": { "display_value": "f37a0d5597fea614501634a6f053af30", "value": "f37a0d5597fea614501634a6f053af30" }, "contact_type": { "display_value": "Autoatendimento", "value": "self-service" }, "sn_esign_esignature_configuration": { "display_value": "", "value": "" }, "incident_state": { "display_value": "Em Atendimento", "value": "2" }, "urgency": { "display_value": "1 - Alto(a)", "value": "1" }, "problem_id": { "display_value": "", "value": "" }, "company": { "display_value": "CAOA", "link": "https://caoadev.service-now.com/api/now/table/core_company/4cb5c4361bb1d410bb0f32681b4bcb8c", "value": "4cb5c4361bb1d410bb0f32681b4bcb8c" }, "activity_due": { "display_value": "12/09/2025 12:22:31", "value": "2025-09-12 15:22:31" }, "u_ismobile": { "display_value": "falso", "value": "false" }, 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"display_value": "", "value": "" }, "approval_set": { "display_value": "", "value": "" }, "major_incident_state": { "display_value": null, "value": "" }, "universal_request": { "display_value": "", "value": "" }, "short_description": { "display_value": "Wi-fi Clientes", "value": "Wi-fi Clientes" }, "correlation_display": { "display_value": "STI0129617", "value": "STI0129617" }, "work_start": { "display_value": "", "value": "" }, "additional_assignee_list": { "display_value": "", "value": "" }, "u_adp_select": { "display_value": null, "value": "" }, "u_gw_change_control": { "display_value": "0", "value": "0" }, "notify": { "display_value": "Não notificar", "value": "1" }, "service_offering": { "display_value": "", "value": "" }, "sys_class_name": { "display_value": "Incidente", "value": "incident" }, "closed_by": { "display_value": "", "value": "" }, "follow_up": { "display_value": "", "value": "" }, "parent_incident": { "display_value": "", "value": "" }, "reopened_by": { "display_value": "", "value": "" }, "reassignment_count": { "display_value": "0", "value": "0" }, "assigned_to": { "display_value": "", "value": "" }, "sla_due": { "display_value": "UNKNOWN", "value": "" }, "comments_and_work_notes": { "display_value": "15/07/2025 09:15:42 - Carlos Eduardo Queiroz Pinto (Comentários adicionais)\nRealizada cobrança/acionamento da equipe solucionadora no grupo de críticos , via WhatsApp.\n\n15/07/2025 08:35:44 - Gustavo Oliveira Tavares (Anotações de trabalho)\nColaborador informa que o wifi dos clientes da loja está conectando mas não está recebendo internet, impossibilitando a não navegação. Colaborador informa também que não sabe qual roteador deve reiniciar e por isso segue com esse problema. Poderiam verificar?\r\n\r\nContato: (11) 94748-8877\r\ne-mail: machado.marcelo@d21motors.com.br\r\nKb não localizado\n\n", "value": "" }, "escalation": { "display_value": "Normal", "value": "0" }, "upon_approval": { "display_value": "Prosseguir para a próxima tarefa", "value": "proceed" }, "correlation_id": { "display_value": "5e9fbef83b726610f6e903f136e45a0e", "value": "5e9fbef83b726610f6e903f136e45a0e" }, "timeline": { "display_value": null, "value": "" }, "made_sla": { "display_value": "verdadeiro", "value": "true" }, "promoted_on": { "display_value": "", "value": "" }, "sn_esign_document": { "display_value": "", "value": "" }, "u_reopening_date": { "display_value": "", "value": "" }, "child_incidents": { "display_value": "0", "value": "0" }, "u_catalog_item": { "display_value": "Problemas com Wi-Fi Clientes", "link": "https://caoadev.service-now.com/api/now/table/sc_cat_item/f48004691b730090e77eb9121b4bcbbe", "value": "f48004691b730090e77eb9121b4bcbbe" }, "hold_reason": { "display_value": "", "value": "" }, "task_effective_number": { "display_value": "INC0140127", "value": "INC0140127" }, "resolved_by": { "display_value": "", "value": "" }, "sys_updated_by": { "display_value": "system", "value": "system" }, "opened_by": { "display_value": "Gustavo Oliveira Tavares", "link": "https://caoadev.service-now.com/api/now/table/sys_user/93a51e5f87dd9a10ab40c8440cbb356d", "value": "93a51e5f87dd9a10ab40c8440cbb356d" }, "user_input": { "display_value": "", "value": "" }, "sys_created_on": { "display_value": "15/07/2025 08:35:12", "value": "2025-07-15 11:35:12" }, "sys_domain": { "display_value": "global", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "proposed_on": { "display_value": "", "value": "" }, "actions_taken": { "display_value": "", "value": "" }, "route_reason": { "display_value": "", "value": "" }, "u_task_number": { "display_value": "INC0140127", "value": "INC0140127" }, "calendar_stc": { "display_value": "", "value": "" }, "closed_at": { "display_value": "", "value": "" }, "business_service": { "display_value": "", "value": "" }, "business_impact": { "display_value": "", "value": "" }, "u_symptom": { "display_value": "Indisponibilidade", "value": "Unavailability" }, "rfc": { "display_value": "", "value": "" }, "time_worked": { "display_value": "", "value": "" }, "expected_start": { "display_value": "", "value": "" }, "work_end": { "display_value": "", "value": "" }, "caller_id": { "display_value": "Marcelo Machado", "link": "https://caoadev.service-now.com/api/now/table/sys_user/1cd863e31bbcd550598a2021f54bcb8f", "value": "1cd863e31bbcd550598a2021f54bcb8f" }, "reopened_time": { "display_value": "", "value": "" }, "resolved_at": { "display_value": "", "value": "" }, "u_catalog": { "display_value": "TI", "value": "IT" }, "subcategory": { "display_value": "Wi-Fi Clientes", "value": "Wi-Fi Clientes" }, "u_gw_sla_created_on": { "display_value": "15/07/2025 08:35:12", "value": "2025-07-15 11:35:12" }, "work_notes": { "display_value": "15/07/2025 08:35:44 - Gustavo Oliveira Tavares (Anotações de trabalho)\nColaborador informa que o wifi dos clientes da loja está conectando mas não está recebendo internet, impossibilitando a não navegação. Colaborador informa também que não sabe qual roteador deve reiniciar e por isso segue com esse problema. Poderiam verificar?\r\n\r\nContato: (11) 94748-8877\r\ne-mail: machado.marcelo@d21motors.com.br\r\nKb não localizado\n\n", "value": "" }, "close_code": { "display_value": null, "value": "" }, "assignment_group": { "display_value": "Wi-Fi Localidades", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/0cd8f0801b470410208023853a4bcb5e", "value": "0cd8f0801b470410208023853a4bcb5e" }, "u_gw_change_id": { "display_value": "9bd84f34973aeed0501634a6f053af03", "value": "9bd84f34973aeed0501634a6f053af03" }, "business_stc": { "display_value": "", "value": "" }, "cause": { "display_value": "", "value": "" }, "description": { "display_value": "Colaborador informa que o wifi dos clientes da loja está conectando mas não está recebendo internet, impossibilitando a não navegação. Colaborador informa também que não sabe qual roteador deve reiniciar e por isso segue com esse problema. Poderiam verificar?\r\n\r\nContato: (11) 94748-8877\r\ne-mail: machado.marcelo@d21motors.com.br\r\nKb não localizado", "value": "Colaborador informa que o wifi dos clientes da loja está conectando mas não está recebendo internet, impossibilitando a não navegação. Colaborador informa também que não sabe qual roteador deve reiniciar e por isso segue com esse problema. Poderiam verificar?\r\n\r\nContato: (11) 94748-8877\r\ne-mail: machado.marcelo@d21motors.com.br\r\nKb não localizado" }, "origin_id": { "display_value": "", "value": "" }, "calendar_duration": { "display_value": "", "value": "" }, "close_notes": { "display_value": "", "value": "" }, "sys_id": { "display_value": "5e3f72b83b726610f6e903f136e45ac2", "value": "5e3f72b83b726610f6e903f136e45ac2" }, "contact_type": { "display_value": "Telefone", "value": "phone" }, "sn_esign_esignature_configuration": { "display_value": "", "value": "" }, "incident_state": { "display_value": "Em Atendimento", "value": "2" }, "urgency": { "display_value": "1 - Alto(a)", "value": "1" }, "problem_id": { "display_value": "", "value": "" }, "company": { "display_value": "CAOA", "link": "https://caoadev.service-now.com/api/now/table/core_company/4cb5c4361bb1d410bb0f32681b4bcb8c", "value": "4cb5c4361bb1d410bb0f32681b4bcb8c" }, "activity_due": { "display_value": "12/09/2025 13:15:42", "value": "2025-09-12 16:15:42" }, "u_ismobile": { "display_value": "falso", "value": "false" }, "severity": { "display_value": "3 - Baixo", "value": "3" }, "overview": { "display_value": null, "value": "" }, "comments": { "display_value": "15/07/2025 09:15:42 - Carlos Eduardo Queiroz Pinto (Comentários adicionais)\nRealizada cobrança/acionamento da equipe solucionadora no grupo de críticos , via WhatsApp.\n\n", "value": "" }, "approval": { "display_value": "Ainda não solicitada", "value": "not requested" }, "due_date": { "display_value": "", "value": "" }, "sys_mod_count": { "display_value": "713", "value": "713" }, "u_external_tickets": { "display_value": "", "value": "" }, "reopen_count": { "display_value": "0", "value": "0" }, "sys_tags": { "display_value": "", "value": "" }, "u_first_call_resolution": { "display_value": "falso", "value": "false" }, "u_mobile_telephony": { "display_value": null, "value": "" }, "location": { "display_value": "YELLOW - SÃO BERNARDO", "link": "https://caoadev.service-now.com/api/now/table/cmn_location/77223ae91b6f1050e77eb9121b4bcb69", "value": "77223ae91b6f1050e77eb9121b4bcb69" }, "category": { "display_value": "Infraestrutura", "value": "Infrastructure" } }, { "promoted_by": { "display_value": "", "value": "" }, "parent": { "display_value": "", "value": "" }, "caused_by": { "display_value": "", "value": "" }, "watch_list": { "display_value": "", "value": "" }, "upon_reject": { "display_value": "Cancelar todas as tarefas futuras", "value": "cancel" }, "sys_updated_on": { "display_value": "21/07/2025 12:00:01", "value": "2025-07-21 15:00:01" }, "origin_table": { "display_value": "", "value": "" }, "approval_history": { "display_value": "", "value": "" }, "skills": { "display_value": "", "value": "" }, "number": { "display_value": "INC0140090", "value": "INC0140090" }, "proposed_by": { "display_value": "", "value": "" }, "lessons_learned": { "display_value": null, "value": "" }, "state": { "display_value": "Encerrado", "value": "7" }, "sys_created_by": { "display_value": "t-gustavo.tavares@caoa.com.br", "value": "t-gustavo.tavares@caoa.com.br" }, "knowledge": { "display_value": "falso", "value": "false" }, "order": { "display_value": "", "value": "" }, "u_user_liberado": { "display_value": "falso", "value": "false" }, "cmdb_ci": { "display_value": "", "value": "" }, "u_st_user_rec1": { "display_value": "SOTHIS CAOA", "link": "https://caoadev.service-now.com/api/now/table/sys_user/b131d6ed1b2ba510c5e163923b4bcb77", "value": "b131d6ed1b2ba510c5e163923b4bcb77" }, "impact": { "display_value": "2 - Médio(a)", "value": "2" }, "active": { "display_value": "falso", "value": "false" }, "work_notes_list": { "display_value": "", "value": "" }, "priority": { "display_value": "3 - Moderado(a)", "value": "3" }, "sys_domain_path": { "display_value": "/", "value": "/" }, "business_duration": { "display_value": "14 Horas 37 Minutos", "value": "1970-01-01 14:37:06" }, "group_list": { "display_value": "", "value": "" }, "approval_set": { "display_value": "", "value": "" }, "major_incident_state": { "display_value": null, "value": "" }, "universal_request": { "display_value": "", "value": "" }, "short_description": { "display_value": "Problemas com Telefonia Fixa", "value": "Problemas com Telefonia Fixa" }, "correlation_display": { "display_value": "STI0129580", "value": "STI0129580" }, "work_start": { "display_value": "", "value": "" }, "additional_assignee_list": { "display_value": "", "value": "" }, "u_adp_select": { "display_value": null, "value": "" }, "u_gw_change_control": { "display_value": "0", "value": "0" }, "notify": { "display_value": "Não notificar", "value": "1" }, "service_offering": { "display_value": "", "value": "" }, "sys_class_name": { "display_value": "Incidente", "value": "incident" }, "closed_by": { "display_value": "SOTHIS CAOA", "link": "https://caoadev.service-now.com/api/now/table/sys_user/b131d6ed1b2ba510c5e163923b4bcb77", "value": "b131d6ed1b2ba510c5e163923b4bcb77" }, "follow_up": { "display_value": "", "value": "" }, "parent_incident": { "display_value": "", "value": "" }, "reopened_by": { "display_value": "", "value": "" }, "reassignment_count": { "display_value": "0", "value": "0" }, "assigned_to": { "display_value": "SOTHIS CAOA", "link": "https://caoadev.service-now.com/api/now/table/sys_user/b131d6ed1b2ba510c5e163923b4bcb77", "value": "b131d6ed1b2ba510c5e163923b4bcb77" }, "sla_due": { "display_value": "UNKNOWN", "value": "" }, "comments_and_work_notes": { "display_value": "16/07/2025 11:55:01 - SOTHIS CAOA (Comentários adicionais)\n(ORIGEM SOTHIS) Tentamos contatar o colaborador, porém sem respostas. Chamado encerrado por falta de interação\n\n14/07/2025 16:40:01 - SOTHIS CAOA (Comentários adicionais)\n(ORIGEM SOTHIS) \"53e412bd-ba446868-68755c5fad49d0.56389258\"\r\nAguardando retorno do colaborador\n\n14/07/2025 15:23:34 - Gustavo Oliveira Tavares (Anotações de trabalho)\nColaboradora informa que os ramais dos consultores não estão recebendo e nem efetuando ligações. No ramal aparece a mensagem a procurar serviço. Poderiam verificar?\r\n\r\nKb não localizado\r\n\r\nContato: (11) 97766-5397\r\ne-mail: mayara.duarte@caoa.com.br\n\n", "value": "" }, "escalation": { "display_value": "Normal", "value": "0" }, "upon_approval": { "display_value": "Prosseguir para a próxima tarefa", "value": "proceed" }, "correlation_id": { "display_value": "f4539ba03bbea210f6e903f136e45a54", "value": "f4539ba03bbea210f6e903f136e45a54" }, "timeline": { "display_value": null, "value": "" }, "made_sla": { "display_value": "verdadeiro", "value": "true" }, "promoted_on": { "display_value": "", "value": "" }, "sn_esign_document": { "display_value": "", "value": "" }, "u_reopening_date": { "display_value": "", "value": "" }, "child_incidents": { "display_value": "0", "value": "0" }, "u_catalog_item": { "display_value": "Problemas com Telefonia Fixa", "link": "https://caoadev.service-now.com/api/now/table/sc_cat_item/0cc1106d1bb30090e77eb9121b4bcbe5", "value": "0cc1106d1bb30090e77eb9121b4bcbe5" }, "hold_reason": { "display_value": "", "value": "" }, "task_effective_number": { "display_value": "INC0140090", "value": "INC0140090" }, "resolved_by": { "display_value": "SOTHIS CAOA", "link": "https://caoadev.service-now.com/api/now/table/sys_user/b131d6ed1b2ba510c5e163923b4bcb77", "value": "b131d6ed1b2ba510c5e163923b4bcb77" }, "sys_updated_by": { "display_value": "system", "value": "system" }, "opened_by": { "display_value": "Gustavo Oliveira Tavares", "link": "https://caoadev.service-now.com/api/now/table/sys_user/93a51e5f87dd9a10ab40c8440cbb356d", "value": "93a51e5f87dd9a10ab40c8440cbb356d" }, "user_input": { "display_value": "", "value": "" }, "sys_created_on": { "display_value": "14/07/2025 15:22:54", "value": "2025-07-14 18:22:54" }, "sys_domain": { "display_value": "global", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "proposed_on": { "display_value": "", "value": "" }, "actions_taken": { "display_value": "", "value": "" }, "route_reason": { "display_value": "", "value": "" }, "u_task_number": { "display_value": "INC0140090", "value": "INC0140090" }, "calendar_stc": { "display_value": "160,330", "value": "160330" }, "closed_at": { "display_value": "21/07/2025 12:00:01", "value": "2025-07-21 15:00:01" }, "business_service": { "display_value": "", "value": "" }, "business_impact": { "display_value": "", "value": "" }, "u_symptom": { "display_value": "Indisponibilidade", "value": "Unavailability" }, "rfc": { "display_value": "", "value": "" }, "time_worked": { "display_value": "", "value": "" }, "expected_start": { "display_value": "", "value": "" }, "work_end": { "display_value": "", "value": "" }, "caller_id": { "display_value": "Mayara Santos Duarte", "link": "https://caoadev.service-now.com/api/now/table/sys_user/6fd0181d1b334ed0c5e163923b4bcb60", "value": "6fd0181d1b334ed0c5e163923b4bcb60" }, "reopened_time": { "display_value": "", "value": "" }, "resolved_at": { "display_value": "16/07/2025 11:55:04", "value": "2025-07-16 14:55:04" }, "u_catalog": { "display_value": "TI", "value": "IT" }, "subcategory": { "display_value": "Telefonia Fixa", "value": "Fixed Telephony" }, "u_gw_sla_created_on": { "display_value": "14/07/2025 15:22:54", "value": "2025-07-14 18:22:54" }, "work_notes": { "display_value": "14/07/2025 15:23:34 - Gustavo Oliveira Tavares (Anotações de trabalho)\nColaboradora informa que os ramais dos consultores não estão recebendo e nem efetuando ligações. No ramal aparece a mensagem a procurar serviço. Poderiam verificar?\r\n\r\nKb não localizado\r\n\r\nContato: (11) 97766-5397\r\ne-mail: mayara.duarte@caoa.com.br\n\n", "value": "" }, "close_code": { "display_value": "Problema resolvido automaticamente", "value": "Issue resolved itself" }, "assignment_group": { "display_value": "Sothis", "link": "https://caoadev.service-now.com/api/now/table/sys_user_group/1132c9e01bfad410e77eb9121b4bcbab", "value": "1132c9e01bfad410e77eb9121b4bcbab" }, "u_gw_change_id": { "display_value": "8d086af2fb36a61023e5f8d65eefdc04", "value": "8d086af2fb36a61023e5f8d65eefdc04" }, "business_stc": { "display_value": "52,626", "value": "52626" }, "cause": { "display_value": "", "value": "" }, "description": { "display_value": "Colaboradora informa que os ramais dos consultores não estão recebendo e nem efetuando ligações. No ramal aparece a mensagem a procurar serviço. Poderiam verificar?\r\n\r\nKb não localizado", "value": "Colaboradora informa que os ramais dos consultores não estão recebendo e nem efetuando ligações. No ramal aparece a mensagem a procurar serviço. Poderiam verificar?\r\n\r\nKb não localizado" }, "origin_id": { "display_value": "", "value": "" }, "calendar_duration": { "display_value": "1 Dia 20 Horas 32 Minutos", "value": "1970-01-02 20:32:10" }, "close_notes": { "display_value": "(ORIGEM SOTHIS) Tentamos contatar o colaborador, porém sem respostas. Chamado encerrado por falta de interação", "value": "(ORIGEM SOTHIS) Tentamos contatar o colaborador, porém sem respostas. Chamado encerrado por falta de interação" }, "sys_id": { "display_value": "3f829fec3b7ea210f6e903f136e45a64", "value": "3f829fec3b7ea210f6e903f136e45a64" }, "contact_type": { "display_value": "Telefone", "value": "phone" }, "sn_esign_esignature_configuration": { "display_value": "", "value": "" }, "incident_state": { "display_value": "Encerrado", "value": "7" }, "urgency": { "display_value": "2 - Médio(a)", "value": "2" }, "problem_id": { "display_value": "", "value": "" }, "company": { "display_value": "CAOA", "link": "https://caoadev.service-now.com/api/now/table/core_company/4cb5c4361bb1d410bb0f32681b4bcb8c", "value": "4cb5c4361bb1d410bb0f32681b4bcb8c" }, "activity_due": { "display_value": "UNKNOWN", "value": "" }, "u_ismobile": { "display_value": "falso", "value": "false" }, "severity": { "display_value": "3 - Baixo", "value": "3" }, "overview": { "display_value": null, "value": "" }, "comments": { "display_value": "16/07/2025 11:55:01 - SOTHIS CAOA (Comentários adicionais)\n(ORIGEM SOTHIS) Tentamos contatar o colaborador, porém sem respostas. 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