View and resolve certification tasks

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of View and resolve certification tasks

    After executing a certification schedule in ServiceNow, either manually or on a set schedule, the system generates certification tasks for records matching the specified filter criteria in a target table (e.g., Configuration Item [cmdbci]). These tasks are automatically assigned to the designated user or group and set to a Work in Progress state, facilitating organized and timely data certification.

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    Key Features

    • Automatic Task Creation: Certification tasks are created based on filter requirements and assigned to users or groups defined in the certification schedule fields.
    • Task Assignment and Tracking: Tasks are assigned to responsible users or groups, with key fields like Assigned to, Assignment group, and Short description populated from the certification schedule.
    • Deadline Management: The system calculates and sets the Complete by date for each task based on the Days to Complete configured in the certification schedule.
    • Task Status and Progress: Tasks begin in Work in Progress state and track progress via Percent complete and State fields. Tasks with no matching records are automatically closed with 100% completion.
    • Escalation Notifications: Escalation levels (Normal, Moderate, High) trigger email reminders to task owners and managers as deadlines approach, ensuring timely resolution.
    • Accessible Task Management: Users can view tasks assigned to them via Data Certification > Tasks > My Tasks and resolve tasks by certifying elements.

    Certification Task Record Details

    The certification task record includes important fields for tracking and management:

    • Number: Unique identifier for the task.
    • Assigned to: User responsible for certification.
    • Assignment group: Group responsible for certification.
    • Complete by: Read-only deadline date automatically set.
    • State: Read-only current task state (Work in Progress, Closed Complete, Closed Incomplete, Cancelled).
    • Percent complete: Read-only progress percentage, locked when task is closed or cancelled.
    • Escalation: Read-only escalation level with automated email reminders.
    • Short Description: Auto-filled from the certification schedule task description.
    • Work notes: Field for documenting work performed on the certification.

    Practical Use for ServiceNow Customers

    This functionality enables ServiceNow customers to systematically manage data certification by automating task generation, assignment, progress tracking, and escalation. It ensures that certification activities are visible, actionable, and completed within defined timeframes, helping maintain compliance and data integrity. Users can efficiently view their assigned tasks and resolve them through the provided interfaces, streamlining the certification lifecycle.

    After you execute a certification schedule manually or at a scheduled time, the ServiceNow system performs certain actions.

    • Creates certification tasks for any records that meet the filter requirements in the specified table, like tasks from the Configuration Item [cmdb_ci] table.
    • Assigns the new tasks to the user or group identified in one of these certification schedule fields:
      • Assign to
      • User
      • Assign to group
      • Group
    • Places the new tasks in the Work in Progress state.
    • Adds the certification schedule Short description and Assigned to values to the corresponding fields on the certification task record.
    • Adds the certification schedule Days to complete and Complete by date fields to the certification task record, based on when the task is created.
    Note:
    If the certification filter does not match any CIs, the system sets the State to Closed Complete and the Percent complete to 100.

    To view tasks assigned to you, navigate to Data Certification > Tasks > My Tasks. To resolve tasks assigned to you, see Certify an element. For more information about purpose and usage of certification tasks, see certification tasks.

    The following information is tracked on the certification task record:

    Table 1. Certification task record
    Field Description
    Number An identification number for the certification task.
    Assigned to The user responsible for certifying the data.
    Assignment group The group responsible for certifying the data.
    Complete by [Read-only] A date field containing a deadline for the task. This field is automatically filled in based on the Days to Complete field on the certification schedule.
    State [Read-only] The current state of the certification task. The selections are: Work in Progress, Closed Incomplete, Closed Complete, and Cancelled.
    Percent complete The task progress as a percentage. This field is read-only when a task is in a Closed Incomplete, Closed Complete, or Cancelled state.
    Escalation [Read-only] The escalation level of the task. When 0–49% of the time to Complete By has elapsed, this field is set to Normal. At 50%, this field changes to Moderate and an email reminder is sent to the task owner. At 75%, this field changes to High and an email reminder are sent to the task owner and the manager of the task owner. At 95%, this field remains set to High, but a second email reminder is sent to the task owner and manager.
    Short Description A short description of the task. This field is automatically filled in with the text from the certification schedule of the Task description field.
    Work notes Information about work performed on the certification.