Tasks Module

Visual Task Boards allow you to:

" Manage tasks through a visual, drag-and-drop interface, Identify process bottlenecks at a glance, in real-time, Track embedded activity screens to view updates all in one place"

My Work: list of all active tasks assigned to you, including:

"Change Request, Group Approval, Incident, Knowledge Base Submission, Request, Security Case, Visual Task Board Task"

Path to access My Groups Work

(All > Service Desk > My Groups Work)

Path to access My Work

(All > Service Desk > My Work)

Real-Time Editing

Edit records in real time and see edits saved by other users, improving collaborative efforts.

What needs to be enabled to only display the Work notes field?

Show one journal field

TRUE OR FALSE: When responding to an email from ServiceNow, do not change the Subject as it may not be saved to the correct record.

TRUE

True or False: It's not good practice to assign roles to individual users. For organizational practices, it's best to assign roles to a group that contains users.

TRUE

true or false: A group may also contain other groups in the Platform.

TRUE

true or false: If the Work notes field is the only field displayed, you may select the Additional Comments (Customer visible) checkbox (not shown below, but you may practice this in your instance). Otherwise, the customer will not be able to see what you posted.

TRUE

true or false: in user presence If you do not see another user's avatar in the form header, you are the only viewer on the record.

TRUE

different sections of a VTB

The Change boards icon, Taskboard tools, Quick panel, Lanes, and Cards

Which feature facilitates synchronous collaboration within one record?

User presence

Tasks assignments will be determined by:

Users groups and roles in the platform. Access my work and my groups work modules to view all tasks a

taskboard tools

area to filter taks by title or number, view info, add or view members, add ir filter labels, show activity stream, and select vtb configurations.

Activity Section changes include:

assignment and reassignment, additional comments and work notes, updated field values, state changes, and more.

You may also show a VTB from a list view, by

breaking up data for whichever column the VTB is created from. All you have to do is select Column options (from any column) and select Show Visual Task Board. Easy!

who can be assigned a task?

can be assigned to specific users or user groups.

Users

can belong to more than one group. Every user belonging to a group inherits that group's roles.

On a record, you can use the Notes tab to

communicate to stakeholders and document task activities throughout the task's lifecycle.

The Activity section located under the Notes tab provides a

complete history of a record, from creation through closure. It details who made an update, what the update was, and when the update was made.

The Activity Stream inline editor enables users to

contribute to actual work within a record without opening a form interface.

Roles

control access and permissions to features and capabilities in applications and modules.

VTB functions within the platform

create a personal to-do list, collaborate in real-time with group members on assignments, and more!

What are the two types of Visual Task Boards? (select two answers)

data dtiven and freeform

The Show all journal fields icon allows you to

display multiple fields under the Notes tab, including Work notes and Additional Comments.

Quick Panel

displays the active participants, or assignees that appear on the board, depending on the data presented.

To change the title of a VTB, all you need to do is

double-click the title, and hit Enter on your keyboard (or click anywhere else on the board) when done.

The User Presence feature

facilitates synchronous collaboration within one record. See who is online, view their current status, and what they are viewing or editing, all in real-time.

what does the "pulse" icon indicate?

fields that are being edited

how are VTBs displayed?

graphically as lanes and cards

Every user (that's you!) can be assigned to a

group

Tasks can be assigned to

groups and then to single users belonging to that group.

Groups

identify a subset of users based on roles and have unique names in servicenow

The"itil" role

is required to access the My Work (All > Service Desk > My Work) and My Groups Work (All > Service Desk > My Groups Work) modules in the Service Desk application.

Show Activity Stream

jump to the record Activity section, which includes the record history and updates by you and other viewers.

lanes

lanes separate each card into different categories, you may drag and drop cards into one lane or another.

My Groups Work:

list of all active tasks assigned to your group(s) but not yet assigned to an individual.

The Service Desk application menu allows you to

locate all work assigned to your group(s) or to you.

What type of table is the task table?

one of ServiceNow's core tables and provides a series of standard fields used on each of the tables that extend it

Once enabled, you can then select the Show one journal field icon to

only display the Work notes field.

Freeform VTB:

personal organizer, creating individual tasks of any kind and freely adding, removing, and modifying cards and lanes.

Tasks in servicenow are displayed as...

records that can be assigned to and/or completed by a user in servicenow.

show all/ change boards

select this 4-square icon to show all vtbs you own or belong to . This area also displays the VTB title.

You may create a VTB from a list view by

selecting a few records (or all records, as seen below), selecting the Actions on selected rows dropdown menu, and then selecting Add to Visual Task Board.

cards

task records from a list presented with a short description, task number, when it was updated and who it is assigned to.

How do you access data in servicenow?

through records

How is task assignment experienced in servicenow?

through users groups and roles.

VTBs provide a landing page to

view and organize work in ServiceNow.

inline commenting on the activity stream means you can

annotate records as updates are made, allowing multiplied efforts across several pieces of work simultaneously.

A task is

any record that can be assigned to or completed by a user in ServiceNow.

Users can be assigned permissions to:

Approve, change, or resolve incidents and requests; Provide a reference for alerts and notifications; Receive email notifications

To get started with a VTB, navigate to

All > Self-Service > Visual Task Boards

Data Driven VTB:

Allows you to add tasks to a flexible or guided task board. Create filters to display specific records from a table. You may not change the title of lanes presented in a Data Driven Board.

There are two types of VTBs:

Freeform and Data Driven.

what tables extend the task table?

Incident, Problem and Change Request

What are the names of the two modules in the Service Desk application, where you can locate work assigned to you and/or your group(s)? (select two answers)

My Work and My groups Work

what module are in the service desk application?

My Work and My groups Work

Which tab would you use to communicate to stakeholders and document activities through the task's lifecycle?

Notes

When is a task updated?

They are updated as the work defined by the task is completed (moved to a Closed state)

Additional comments (Customer visible)

This field provides a way to communicate with the requester and other stakeholders directly in ServiceNow.

Work notes

This field provides a way to document all the technical and behind-the-scenes work on a task. Work notes are only visible to internal users and are not available to external users or customers.

Visual Task Boards

Transform your lists and forms into an interactive graphical experience

are additional comments emailed to the the requestor?

YES, When the requester receives an email notification containing additional comments, they can reply to the email, and their feedback will also be documented in the Activity log of the record!

each record is associated and housed in what?

a table

the "admin" role provides access to

all features and capabilities and can grant access to other roles, groups, and users in the Platform.

what is real-time editing an extension of?

an extension of user presence, It allows you to work with others on the same record, indicating their state (editing or viewing).