Task 3: My Group Works

[hannahgerou]

Hello, I am currently in the course for IT Service Management (ITSM) Fundamentals Simulator (Zurich)

and I seem to be stuck in task 03. When I am logged in as David Loo and navigate to My Groups Work, how do I know which catalog task number is for the Developer Laptop? I have tried the filter to search for Mandy and other things but can't seem to locate it?

[Vikram Reddy]

Hi @hannahgerou,

The reason searching for "Mandy" comes up empty is that My Groups Work is built off the task table, and catalog tasks (sc_task records) don't carry the requestor's name as a field of their own. "Requested for" lives on the Request Item (sc_req_item), one level up, so a plain text filter on the task list has nothing to match against.

A few things to try instead:

• Short description: filter the list where Short description contains "laptop" or "developer" instead of the requestor's name, since that field usually reflects what the task is actually for.
• Dot-walk the Request item field: right-click a column header, choose Configure > List Layout, and add Request item > Requested for (and Request item > Catalog item if it's available) as columns so Mandy and the item name actually show up.
• Sort by Number or Created: in the simulator this queue is small, so sorting and eyeballing the handful of open records is often faster than filtering.
• Open the Request Item directly from Mandy's request record and use its Related Links or Catalog Tasks related list, that gets you straight to the correct sc_task number without going through the group queue at all.

References

• Displaying 'My Groups Work' module - ServiceNow Community
• Catalog Tasks - ServiceNow Docs

Thank you,
Vikram Karety
Octigo Solutions INC