Routine Tasks

Michael Conley · ‎08-30-2022

In review of our tasks per Assignment Group (working to establish requestor/fulfiller usage trends to make a variety of recommendations) we see a decent number of routine tasks being completed by fulfillers. Things that wouldn't make sense as an incident but wouldn't come in via a portal request since no-one is prompting it.

I know there are private tasks but we wouldn't want to use those/VTB's. There is the "Ticket" table in ServiceNow and even though it appears to have been abandoned by ServiceNow I still wouldn't want to use something they already have. Plus the word "Ticket" would eventually be misleading to people.

The closest I've come to is a basic scoped application for these extending the Task table. One that we could also use if any groups wanted recurring tasks to be created for them. Wanted to see if there are any other solutions used by anyone.

Michael Conley · ‎09-01-2022

Nice. I think I'm wanting something not flowing through Request Management though as these are things often not at the request of anyone. I like the "quick ticket" idea though to solve for some of those types of requests you are referring to though.

I may go down the route of a scoped application just for routine tasks. That way people can enter their own and any members of management that want some routine tasks auto-generated for groups/users can setup something on another table in the scoped application for task generation.

View solution in original post

scott barnard1 · ‎09-02-2022

Sounds like a plan you can schedule a template for routine repetative tasks or create record producers for managers to use.

Lets you think about the lifecycle etc.

Good luck