Guidance on Tracking Non-Incident/Request Work in ITSM

[Andrew Meza]

Hey Community,

I’m looking for some insight on ITSM best practices, particularly around tracking work that doesn’t fall neatly into the typical Incident or Request categories.

At my company, we use ITSM primarily for Incident and Request Management. However, I’m working with an assignment group that wants to track all of their work—including weekly meetings with various vendors. They’ve asked me (as the developer) to automate the creation of weekly tasks that would allow them to log time spent in these meetings and capture any relevant notes—ideally within the SCTASK or RITM records.

Here’s the challenge: these automated meeting tasks aren’t really incidents or requests. My manager has pointed out that ServiceNow isn’t a workforce management system, so we’re in a bit of a gray area.

I’m curious—how have others approached similar situations? Is there a better way to structure or categorize this kind of work in ServiceNow? Are there best practices or alternative modules (like Time Cards, Project Tasks, or custom tables) that might be more appropriate?

Appreciate any thoughts or suggestions!

[MR79]

These are my suggestions:

• Project Tasks can be an option.
• vtb_task (private task) can be another option (may need to customized privileges so that it's shareable/editable)
• Custom table is another alternate - you can do whatever you can do.

[Uncle Rob]

Its fundamentally a different (but specific) kind of work that doesn't fit with other ITSM paradigms.
Custom Application is the best option.

[Dr Atul G- LNG]

Hi @Andrew Meza 

I more echo with @MR79  VTB free flow type is best and good to start.