Create a task on ServiceNow Agent

As an agent, create work order tasks using the ServiceNow Agent application.

Before you begin

Role required: wm_agent

To add locations, agents must have the sn_fsm_service_loc.wm_service_location_write role.

Procedure

1. Navigate to the Create new work form.
   • To create a work order task from Draft tasks, navigate to My Work > Draft tasks > Create new work.
   • To create a work order task from an asset, navigate to the asset then tap Create new work.
   • To create a work order task from the Work order overflow menu, navigate to the work order and select the Overflow menu . Select Create new work.
   • To create a sibling work order task, open the selected work order task. Then navigate to Related > Sibling work order tasks > Create new sibling task.
   • To create a work order task from an Install base Affected Product, navigate to the install base affected product then tap Create new work.
2. Fill in the fields.

   Table 1. Work Order Task form

   Field	Description
   Work order	Work order this task is assigned to.
   Company	Company for which the work order was opened.
   Asset	Parts required to execute the task. Note: If selected, Install base item and Location fields are hidden.
   Install base item	The install base item that user has issue with. Note: If selected, Asset and Location fields are hidden.
   Location	Geographical area where the work needs to be done. The location is critical for determining the agent assigned to the task. If you don’t want to use the auto-populated location, you can add an ad hoc location. For more information, see Setting ad-hoc locations in work orders and work order tasks.
   Priority	Priority of this task.
   Short Description	Brief explanation of the task.
   Description	Exact technical description of the work to be performed. Provide as much detail about the problem as possible to avoid extra communication with the customer in later stages of the work order life cycle.

3. Tap Submit.