Task import into CWM Boards using ServiceNow Otto

  • Release version: Australia
  • Updated May 29, 2026
  • 3 minutes to read
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    Summary of Task import into CWM Boards using ServiceNow Otto

    ServiceNow Otto enables customers to efficiently import tasks or stories from spreadsheets or documents into Collaborative Work Management (CWM) Boards. This capability eliminates the manual and error-prone process of recreating structured work already documented externally, such as in spreadsheets or documents, by automatically mapping and importing the data as records on a CWM Board.

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    Key Features

    • AI-proposed column mapping: ServiceNow Otto scans the import file, detects tasks, and suggests how each source column maps to a target Board column, speeding up the import setup.
    • Manual mapping adjustments: Users can modify any proposed column mappings to ensure accuracy before importing.
    • Custom column creation: If a source column doesn’t match existing Board columns, users can create new custom columns directly during mapping.
    • Reset to AI mapping: Allows users to revert any manual mapping changes back to the original AI suggestions.
    • Preview before import: Users can review all tasks to be created, deselect rows to exclude, and confirm before the import executes.
    • Background processing with notification: Imports run asynchronously, with notifications reporting success and any rows that failed.
    • Record types: Users choose to import rows as either CWM tasks or stories, which affects available target columns during mapping.

    Considerations for Import

    • File restrictions: Single file per import with max size 10 MB, up to 100 rows and 50 columns. Supported file types include .doc, .docx, .pdf, .xls, .xlsx, .png, .jpg, and .jpeg. For Excel files, only the first sheet is imported.
    • Excel header row: For Excel files, the first row must contain column headers. This is not required for image files.
    • Date formats: Dates must align with the instance’s glide.sys.dateformat property; otherwise, they are imported as blank.
    • Mandatory mapping: The Short Description column must be mapped before proceeding.
    • Access and roles: The Import button is visible only on Boards with ServiceNow Otto for CWM enabled. Required roles include sncwmai.cwmaiuser and lensuser.
    • CSV files unsupported: Use .xls or .xlsx for tabular spreadsheet imports.
    • Tabular data required: Files must have structured rows and columns; freeform text files cannot be imported.
    • No undo: Once confirmed, imports cannot be reversed; deletion of imported records must be manual.
    • Imported tasks visibility: Newly imported tasks appear on the Board without special highlighting; filters and sorting can help locate them.

    Practical Benefits

    ServiceNow customers using CWM Boards can quickly transition existing work documented outside ServiceNow into their Boards without manual data entry, reducing errors and saving time. The AI-driven mapping and preview features ensure data accuracy and user control during import. Background processing and notifications maintain workflow efficiency, and flexibility in handling custom columns supports diverse data structures. Understanding file requirements and access controls helps customers prepare their data and permissions for a smooth import experience.

    Save time and effort by importing tasks or stories from a spreadsheet or document into a Collaborative Work Management Board. ServiceNow Otto proposes column mapping so you can bring existing work onto a Board without manually recreating each row.

    Teams migrating to CWM from external task tracking tools often have months of structured work already documented in spreadsheets or documents. Recreating that work manually on a CWM Board is time-consuming and error-prone.

    The import feature on a CWM Board lets you bring that existing work in from a file. ServiceNow Otto scans the file, identifies the tasks, and proposes how each source column maps to a column on your Board. You review and adjust the mapping, preview the tasks before they are created, and confirm to complete the import.

    Key capabilities

    AI-proposed column mapping

    ServiceNow Otto analyzes your file and proposes a target Board column for each source column based on the data it detects. Because the mapping is AI-generated, review each proposal and adjust as needed before proceeding to the preview.

    Manual mapping adjustments

    For any source column, you can select a different target column from the list of available Board columns. Each source column must map to a unique target column.

    Custom column creation

    If a source column does not match any existing Board column, you can add it as a new custom column directly from the mapping step. You can choose the column type while adding.

    Reset to AI mapping

    If you have adjusted mappings manually and need to start over, you can reset the entire mapping to the original ServiceNow Otto proposal.

    Preview before import

    Before confirming, review the full list of tasks that will be created on the Board. You can deselect individual rows to exclude them from importing.

    Background processing with notification

    The import runs in the background after you confirm. A workspace notification reports the number of records added to your Board and flags any rows that could not be processed.

    Record types

    Each row of your file is imported as a record into CWM. Choose one of these record types in the upload step:
    • CWM task
    • Story

    The available target columns in the mapping step depend on the record type that you choose.

    Considerations

    File limits

    Each import accepts a single file with a maximum size of 10 MB, up to 100 rows, and up to 50 columns. Supported file types are .doc, .docx, .pdf, .xls, .xlsx, .png, .jpg, and .jpeg. For Excel files with multiple sheets, only the first sheet is imported.

    Excel column header row

    For Excel files (.xls or .xlsx), the first row must contain the column names. The AI always treats the first row as the header row. This requirement does not apply to image files, where the AI reads the content directly without relying on a header row.

    Date format

    Dates in the source file must match the format set in the glide.sys.date_format system property on your instance. Dates in any other format are silently left blank after import.

    Required mapping

    The Short Description column must be mapped before you can proceed to the preview step.

    Access requirements

    The Import button is visible only on Boards where ServiceNow Otto for CWM is active. You need the sn_cwm_ai.cwm_ai_user and lens_user roles.

    Single file per import

    Each import session accepts one file at a time. Upload a separate file for each set of tasks you want to bring in.

    CSV files aren't supported

    CSV format is not a supported file type. To import tabular task data from a spreadsheet, use an .xls or .xlsx file instead.

    Tabular data required

    The file must contain structured, tabular data with identifiable rows and columns. Files that contain only freeform or narrative text can't be processed, and the import fails if ServiceNow Otto can't detect any importable rows.

    Import can't be reversed

    After you confirm the import, records are created in the background. There is no option to undo or reverse a completed import but to delete the imported records from the Board.

    Newly imported tasks aren't highlighted on the Board

    After the import completes, the imported tasks appear on the Board but aren't visually highlighted or grouped as a set. Use filters or sort options to locate them.

    Get started

    Import existing tasks into a CWM Board.