Working with the Task table
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Summary of Working with the Task table
The Tasks [task] table is a foundational component in ServiceNow, serving as the base for numerous task-related tables like Incident [incident] and Problem [problem]. It provides a standardized set of fields and task-specific functionalities that support task creation, tracking, and workflow management across extended tables. The Planned Task plugin further extends this table to include fields for measuring task duration and effort.
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Creating and Managing Tasks
Tasks are not created directly on the Tasks [task] table but on its child tables. Users initiate task creation by accessing the Tasks list and selecting the appropriate child table. This design ensures tasks are properly categorized and managed according to their specific types.
Tools for Completing Tasks
- Approvals: Automated or manual approval processes can be integrated into workflows on any table extending Task, ensuring proper authorization steps.
- Assignments: Assignment rules automatically allocate tasks to the right users or groups, optimizing task handling efficiency.
- Service Levels: Service level agreements (SLAs) monitor task open times to guarantee timely completion.
- Inactivity Monitors: Notifications alert users when tasks have been inactive for a set period, preventing task neglect.
- Workflow Studio: Enables process owners to design automated flows that trigger based on task conditions, streamlining task processes.
Modifying the Task Table
Changes to the Tasks [task] table affect all child tables. Adding fields is generally safe since unused fields can be hidden per table, but deleting fields risks data loss if shared across tables. Unique choice list entries are necessary when modifying choice fields. Dictionary overrides allow field customization on specific child tables without impacting others.
Task Workflow and Automation
Administrators can define workflow processes that apply to tasks meeting certain criteria. These workflows can automate approvals, notifications, task generation, and script execution to enhance task management efficiency.
Additional Features and Extensions
- Assignment Rules: Automate task assignment based on predefined conditions using data lookup and assignment rules.
- Planned Task Table: The Planned Task plugin extends the Task table for enhanced tracking of task duration and effort.
- Task Relationships: Supports parent/child task relationships for managing related tasks, such as Incidents linked to a Problem.
- Time Card Management: Allows task assignees to report and track time spent on assigned tasks, facilitating accurate time management.
The Tasks [task] table is one of the core tables provided with the base system.
The Tasks [task] table provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables. In addition, any table that extends the Tasks [task] table can take advantage of task-specific functionality for driving tasks.
The Planned Task plugin provides the Planned Task [planned_task] table, which extends the Tasks [task] table to provide more fields for tasks to measure duration and effort.
Creating tasks
The Tasks [task] table provides means for creating and completing tasks, as well as tracking their workflow in your instance.
Tasks aren't created directly on the Tasks [task] table. Instead, tasks are created on task child tables. To create a record in a task child table, access the Tasks [task] table by entering task.list in the navigation filter, and then select New. In the Task Interceptor, select the desired task child table.
Tools for completing tasks
These tools can be run on any table which extends Task.
- Approvals
Approvals can be generated to a list of Approvers, either manually or automatically, according to Approval Rules. Approvals can be incorporated into workflows or can stand alone. For more information, see Process approvals.
Approvals can be used on tables that do not extend Task.
- Assignments
Assignment rules can automatically assign tasks to users or groups, ensuring that the most appropriate team members handle the tasks. For more information, see Defining Assignment Rules.
- Service levels
Service level agreements can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time.
- Inactivity monitors
Inactivity monitors ensure that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time. For more information, see Set an inactivity monitor.
- Workflow Studio
A process owner can design a flow for tasks that meet certain conditions. After a task is created that meets the conditions, the flow applies an automated process to the task. The process is defined in Workflow Studio. For more information, see Flow Designer.
Modifying the Task table
Modifications made to the Tasks [task} table are applied to all child tables.
Be sure that changes are appropriate for all the child tables. Adding fields is a low-impact change, because you can hide fields on tables that don't need them. However, if the fields are being used across tables, deleting fields may cause unwanted data loss.
You can use dictionary overrides to change some parts of a field definition in a way that does not to not apply to all child tables.
Tasks workflow
An administrator can specify a specific workflow process to apply to tasks that meet certain conditions.
Once a task is created that meets the conditions, the workflow applies the process to the task, asking for approvals, notifying users, generating other tasks, running scripts, and so on.