Relationship between Task table and Incident table

[Alex Ng]

Hi community of ServiceNow,

I just got on-board with developing solutions with ServiceNow and I got a question. I understand that I can get a column information if I right-click on a label and choose Personalize Dictionary. If I choose the Number label from Incident screen and right click to Personalize Dictionary, it shows me the table is linked as Task.

Now, out of curiosity, if I wanted to do an email notification upon creation of a new incident in the system, do I monitor the table as Task or Incident? Also, what are the relationship of these 2 tables? Just wanted to know the right table to monitor going forward.

Thank you for your time.

Regards,

Alex Ng

[Ashok10]

Hi Alex,

Incident is child table of Task table. To find out these relations go to the Tables and columns in the left navigation. And select the table you want and click schema map button.

It will show the relation ship of the selected table with others if any.

[Ashok10]

Also to create an email notification on incident. You can selected table as Incident

[domaners · Accepted solution]

The Incident table is extended from the task table, which basically means that it inherits all of the fields, rules and policies from task. Because there are multiple tables extended from task (Change Request, Problem, Release, etc) that all have a lot of the same core fields, it makes it easy to do reporting across all of the different modules.

As for setting up your notifications, do this on the Incident table. If you do it on task, then not only will users receive emails when an Incident is created, but also any of the other record types related to task (Change Request, Problem, Release, etc). As I say, all record types extended from the task tables will inherit the config from task, which includes email notifications.

[Mike McCall]

It looks like the notification inheritance is a little bit complicated--see Do Notifications on Task table fire on extended tables?--so I'd love to hear the best approach to use when you actually DO want to build a notification that sends across all extended tables.