Working in queues (Change)

[catherine_sulli]

In Change, how do your teams filter their queues for CHGTASKs that are Open but the ticket is pending approval?

Does your organization utilize the My Groups Work or My Work options?   Do you have another alternative?

We have a situation where we have manually created tasks assigned to a group that show up in queues, but the tickets haven't been approved.

We're trying to determine better ways of handling these situations because some of these groups get a lot of work flowing through ServiceNow, and they really just need to be able to see what needs to be done now.

Ideas? Thoughts?

[Deepak Ingale1]

Hello Catherine,

You can use filters and their you have the option of saving to and making it visible to groups, yourself etc.

[Deepak Ingale1]

[shill]

Not sure what your choices for state are on your change task, but if you have a 'pending' or 'pending approval' state, then you could default to that state on the change task creation, then have a business rule on the change to query all related change tasks and set the change tasks to the open state.

[catherine_sulli]

We use the filters already.

However, the task states and ticket states are not the same.

The tickets are in a pending approval state, but the tasks show open.   I can't seem to filter the tasks by their corresponding ticket state.   If the ticket is pending approval and the task is open then it still shows in the queue even if 'pending approval' is filtered out for tickets...?