Limitations of Backlog view in Agile Development app

Eriks1 · ‎10-26-2020

We use Agile Development application on daily basis and there is one thing I am really frustrated about. Why in Backlog view you can only have stories and no other task types? For example we want to work with defects and I want to have them in Backlog view alongside with user stories. I tried to use unified Backlog feature and created Triage boards , which allows you to add any task type to the backlog, BUT it anyway creates a user story record and just connects it to parent task ( incident, defect...). and then we need to work on a story record anyway and if comments are added or state is changed parent task is not updated. IMHO this is huge limitation of ServiceNow. Before I worked with JIRA a lot, there you could add any task type into the backlog.

ettawilson · ‎10-26-2020

Eriks,

There's a long, long history regarding the defect and enhancement tables on the platform. I haven't used those tables for years.

On the story table, there's a field called classification. If you look at the dropdown, the choices are feature and defect. Add enhancement and change the label to story type.

Etta

View solution in original post

ettawilson · ‎10-26-2020

Eriks,

I don't consider it a workaround. Yes, I changed the label but the usage of the field is correct. I've been using stories on the ServiceNow platform for the last 7 years.

Etta

Miguel Donayre · ‎10-26-2020

Hello,

I don't have a solution to offer but I can suggest opening an Idea for Agile.

If you are unfamiliar with the SN Community Ideas, it is a way to crowdsource possible new features and enhancements in future releases. It also provides feedback to the Product teams to let them know where there might be some issues. Anyone can create them and vote them up.

The product team's activity reviews them as well.

IF you create one I can add it to this blog post. That way it can get visibility within the ITBM Community.

I hope that helps!

Eriks1 · ‎10-27-2020

Here is my submitted idea:

https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=d57eec3adbc4e0109e691ea668961906&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests

Alex Wyckmans · ‎07-20-2021

Hi,

I use the following method to include Defects and Enhancements in the Agile Board.

Open the Personal Dashboard you have created.

At the bottom of the form you will find Triage Definitions. It is probably empty.

Click on New to create one:

Choose the right table for the purpose you have in mind. Examples are: defects, enhancements, incidents.

Add additional filters to refine the results and submit.

In the Backlog view you will now see Triage Board on the right:

Click on the triage board you wish to see.

Place a checkbox next to the defect you wish to include in your Backlog.

Click on "Add to Backlog".

Please note!!! Do not use filters, the "Add to Backlog" button will disappear.

The result is a User Story that is automatically created and appears in the pop-up window as follows:

Now the defect will be included in the Backlog. The content of the user story can always be found by clicking on the defect or by looking up its number in the User Stories table.

Alex_3 · ‎07-27-2022

Hello @Miguel Donayre

Is there any way to pull the field like description, gl account , attachment , assignment group while adding task to blockage . As we have all type of task in triage view. I tried editing OOTB script include "Agile_Multi_Task_AjaxProcessor" but still not getting desired output.