ServiceNow Fundamentals 7

Benefits of Tasks

-Repeatable processes across the enterprise -Users with similar issues can have their issue automatically assigned. to the appropriate user/assignment group

Steps to Assign a Task

1) Add users to groups 2) Apply roles to groups 3) Assign tasks to groups 4) Assign tasks to users

Freeform Visual Task Boards

Act as personal organizer to manage individual tasks of any kind. Lane changes do not update underlying task data

Real-Time Editing

An extension of user presence and improves collaboration by allowing you to edit records in realtime as well as see edits saved by other users using interfaces or devices

Task

Any record that can be assigned or completed by a user. Users can create tasks and are notified as the task moves along a workflow.

Assignment Rules

Automatically set a value in the 'Assigned To' and/or 'Assignment Group' fields of a task record

Visual Task Board

Collaborate on tasks in real-time with group members, create personal todo lists, manage tasks through a visual/drag&drop interface, identify bottlenecks, track activity

Guided Task Board

Created from a list & use the values of a specified field as lanes. Tasks in the list are updated when cards are edited or change lanes on the board

Flexible Task Board

Created from a list but lane changes do not update the underlying task data

User Presence

Facilitates synchronous collaboration within one record. Allows user to see who is online, their current status & what they are viewing/editing

Quick Panel

Filter cards by user or label

Taskboard Tools

Filter, connect with board members, edit board info, add users, modify labels, view activity stream, edit board configuration

3 Benefits of Tasks

Lead to quicker resolution time Repeatable processes Minimize possibility of human error

Work Notes

Only visible to those working on the task

Activity

Ready-only record entry made when the record is created or updated

Cards

Records that can be dragged between lanes. Depending on the type of Visual Task Board you created, changes to the cards may update the records

Accessing Assigned Tasks

Service Desk > My Work or Service Desk > My Groups Work

Best Practices when configuring Assignment Rules or Predictive Intelligence

Set Assignment Group/User based on Short Description, Category & Subcategory

Assignment Lookup Rules

Similar to Assignment Rules, but only apply to incident records

Lanes

Sort records by field values, such as States, or other user-defined criteria

4 ways to collaborate with team members on tasks

User presence, Activity stream, Connect chat, Comments

Predictive Intelligence

Uses machine-learning algorithms to determine field values during record creation. ex: user writes 'email problems' in the short description. Category is automatically set to software.

Additional Comments

Visible to customers