Call types

robertgolding · ‎06-23-2017

I know this may seem like ITIL 101 so apologies, but I'm still not clear on types.

What is the difference between task and call? I have found the following across the community and they seem to be generally the same thing (see below)?

Is there a definitive ServiceNow page that explains what the difference between a call, task, ticket, service request is and when to use them?

Call: Calls quickly capture basic information within a call record while in contact with the customer.

After the information has been gathered, they can decide how to classify that call record, for example as an incident, request, change etc.

Task: Ticket is a Service Desk module that enables users to collect information and create a generic task record before identifying the issue as an incident, problem or change request.

Leave the type as Ticket until you know if the task should be an Incident, Problem, or Change Request. The task Class is changed when you select a type other than Ticket and update the record.

Many thanks in advance,

Rob

Chuck Tomasi · ‎06-23-2017

Hi Robert,

"tickets" are an earlier version of "calls". We've learned a bit over the past 13 years or so. I recommend using the "Call" records to take input that needs to be categorized and classified.

While they are generally the same, a "task" is often just a generic term for some assignable work. It may refer to a project task, a catalog task, an incident, or even a record on the task table itself.

Hope that helps.

View solution in original post

Chuck Tomasi · ‎06-23-2017

Hi Robert,

"tickets" are an earlier version of "calls". We've learned a bit over the past 13 years or so. I recommend using the "Call" records to take input that needs to be categorized and classified.

While they are generally the same, a "task" is often just a generic term for some assignable work. It may refer to a project task, a catalog task, an incident, or even a record on the task table itself.

Hope that helps.

anurag92 · ‎06-23-2017

I will try to point out a very basic difference in ServiceNow Terms.

Task has nothing to do with Service Desk functionality/module. It has a broader scope when compared with a Call. A Call can be categorized only as specified types as below. A Task can have more than 30 child tables. I believe the 'Call' term will soon be replaced by 'Cases', as ServiceNow approaches forwards.

robertgolding · ‎06-23-2017

Hi Guys,

Thank you both for the great answers and such a insanely quick reply time!

That's cleared up a lot of things for me.

Much appreciated,

Rob