Explanation of the default task states

TD14
Kilo Contributor

‎07-24-2018 08:20 AM

Hi,

I am trying to understand the interpretation of Task table, field "State" default fields, and what is the best practice to move the task to any of the states.

The default states are:

  • Pending
  • Open
  • Work in Progress
  • Closed Complete
  • Closed Incomplete
  • Closed Skipped

I can't find any reference in the documentation about it except https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/task-table/reference/r_ImportantTaskTableFields.html

I have searched also in the community but couldn't find an answer.

 

Please help.

Thanks,

Tomer

  

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sachin_namjoshi
Kilo Patron
Kilo Patron

‎07-24-2018 08:28 AM

These OOB task states are provided for your guidance.

you can always do dictionary override for your implementation as per requirements.

 

Meanwhile, following is interpretation of task states

 

  • Pending --> Resolver is waiting for inputs ( from customer, vendor, third party etc) to resolve incident.
  • Open --> After task is assigned to individual and being worked upon.
  • Work in Progress --> Resolver is working on task
  • Closed Complete --> Task is complete
  • Closed Incomplete --> Task is not complete due to known issue, no response from user...
  • Closed Skipped  --> This state is usually updated by workflows to let you know that task closure did't happen since succession fulfillment task is already created.

 

Regards,

Sachin