Usage of RIDAC - what happens if you assign an action to someone

[Pascale VG]

Hi all,

I'm looking for something rather simple but without success so far.

In my project I determined some action that I want to assign to certain people in our organization.

And I'm curious what happens once you submit such an action. Where can the assignee find this action that has been assigned to him/her? Does he/her receive a notification?

Can someone advise me please?

Thx, Pascale

[Jon Miller1]

An Action is just a task in the system like any other; Incident, Problem, Change Request, Service Request Task, etc. So I'm afraid I'm going to answer your question with a question. How/where does your organization perform "work management" i.e. where do technicians see other tasks assigned to them?

We have custom dashboards created but want to switch to out-of-the-box workspaces. The problem we've seen is that they work for standard ITSM tasks but don't support less common tasks, particularly from SPM; Risks, Issues, Actions, Demand Tasks, etc. It looks like they can fairly easily be extended to support them. But it's a non-standard solution so is something we're trying to avoid.

[Pascale VG]

Hi John,

Thank you for your reply. I found that actions specified in a project and assigned to someone are to be found under 'My Work' in the navigation bar. 

[Riya Verma]

Hi @Pascale VG ,

Hope you are doing great.

To begin, we'll create a custom table to manage the actions that need to be assigned to specific individuals within your organization. Let's name this table "Action Assignments."

• Create a new table in ServiceNow to store the action assignments. This table should have fields like "Action Description," "Assignee," "Due Date," and any other relevant fields based on your requirements.
• Design a user-friendly form to allow authorized users to assign actions to specific individuals within the organization. This form should allow users to fill in the action details, select the assignee from a list of available users, and specify the due date.
• Implement a notification mechanism that will inform the assignee once an action has been assigned to them. ServiceNow offers a notification engine that can be configured to send email notifications to the assignee, notifying them of their new assignment.
• Create a personalized dashboard or view for each assignee to display a list of actions assigned to them. This view should show relevant details such as the action description, due date, and any other critical information.

[Namita Mishra]

Hi @Riya Verma ,

I liked the notification part of the response. I would also recommend to use platform 'notification' capability to send the notification to the assignee of action item.

However, I am not sure if creation of custom table is required in this particular scenario.

ServiceNow has out of the box table for action items and the actions are seen by the user via 'My Work' .

This is the reason, custom table should not be required to solve this however sending notification, as you suggested, will help.

Thank You!

Namita Mishra