What is CWM My Work ?
My Work in CWM consolidates all tasks assigned to you across ServiceNow applications into a single view. It enables you to monitor priorities, track deadlines, and filter by task type or date range, thus eliminating the need to navigate between multiple workspaces or forms to stay on top of any deadline.
This is available in the Collaborative Work Management store app version 8.0.2 or late
Task Visibility
What kind of tables be tracked in My Work?
Any “task” type table that's assigned to you, can be tracked. This includes tables such as: Incidents, Stories, Scrum tasks, Incidents, Problems, Projects, Project tasks, Demand tasks, Change Requests, and Catalog tasks.
Will the task data refresh automatically?
Yes any new task assigned to you anywhere in ServiceNow, automatically reflects in CWM My Work. You can manually refresh using refresh button. Any updates done to the task in CWM My Work also gets reflected in it's source automatically.
Can I view and manage work from multiple CWM Spaces space or ServiceNow workspaces?
My Work allows you to track any ServiceNow task, whether it’s from Strategic Planning Work space, Collaborative Work Management, Service Operation Workspace or any other SN application. It consolidates all your assigned work, including multiple CWM Spaces along with Connected Work items into a single unified view.
Will Connected Work ( ) items assigned to me in different CWM Boards appear in My Work?
Yes. Connected Work items are now automatically visible in My Work, ensuring you no longer miss tasks assigned through boards or collaborative spaces.
Can I track all my completed tasks in My Work?
Yes, clicking on "Completed" widgets displays all task completed by you based on the date range and the work type filter conditions.
Do I need to configure anything to see all my assigned task in CWM My Work?
No configuration is required. Once CWM application is updated to 8.0.2 or later, My Work automatically surfaces all tasks assigned to you, regardless of their origin.
If there’s a need to track all tasks that are assigned as “Additional Assignee” your CWM Admin has to toggle ON a quick system property on "sn_cwm.include_additional_assignee" and My Work automatically surfaces all tasks assigned as additional assignee to you, regardless of their origin.
Functionality in My Work
Can I update any task in CWM My Work?
Yes, data such as state, priority, description, and other fields can be edited within CWM My Work. However, these edits must be made in the task details modal. They cannot be edited in-line in list view of My Work.
Are there any filters available in My Work?
Yes, there are quick filters to manage task types, date range for entire My Work. In list view column level filters can be applied on state, priority etc.
How are task states and priorities categorized in My Work?
My Work automatically categorizes tasks into relevant state and priority buckets.
State buckets (3 - Open, Work in Progress and Closed) represent the lifecycle stage of different tasks. These buckets are not new fields. Instead, existing state values from different task types are automatically mapped into these buckets based on meaning and also internal value of any task type.
Priority buckets provide a unified way to understand the urgency of tasks. Just like states, these buckets are not new fields. They are created by mapping existing priority values from the Task table. There are 5 priority buckets in CWM My Work
Some extended task types introduce custom states or priorities and their internal value don’t align with Task table defaults. These appear as Others in the bar graphs in CWM My Work.
What actions can be performed using the bar graphs ?
The State and Priority charts are drill-down bar graphs. Clicking on a bar shows tasks in that bucket. Example: Clicking Work in Progress state bar shows list of tasks in Implement, Testing, or In Progress
What actions can be performed using the list views ?
Task quick updates: Change state, priority, due dates, or assignees directly. Add comments or attachments
Sorting & filtering: Organize tasks by task types, state, priority, dates
Go to source workspace or UI16 form of any record if required
Can I access the task record in the source workspace or UI16 form ?
Yes, clicking on the source field of any CWM or SPM task in the list view opens its associated workspace. Any other task types opens UI16 form in a new browser tab.
Licensing
What license and roles are required to use My Work?
Users need either a CWM or SPM Std/Pro license to access CWM which includes the My Work functionality.
What work items will users be able to track in My Work?
Users can only manage the work that they are entitled to and have access to based on ACLs. For example, SPM license is required to manage Project tasks, ITSM license is required to manage incidents. For example : User with ITSM & SPM license, will be able to track Incidents, Project tasks and CWM tasks in My Work.
Other
What is the difference between My Work and ?
| Dimension | Connected Work | My Work |
| User Persona |
Team Leads, Project Managers, Program Managers |
Any Individual Contributor (e.g., Engineers, Designers, Analysts) |
| User Thinking |
“What’s the team is working on?” |
“What’s assigned to me?” |
| Scope |
Shared - Team-centric view |
Personal - User-centric view |
| Key Benefit |
Holistic visibility of team efforts that’s worked on both Agile or Waterfall methodology |
Personalized view to help users prioritize daily work. |
| Outcome |
“Our entire team is aligned.” “We can identify blockers early.” “Team leads easily manage team’s work” |
“I know what to work on next.” “I feel organized.” “I won’t miss delivery deadline” |
