View and resolve certification tasks

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of View and Resolve Certification Tasks

    This guide outlines the process for viewing and resolving certification tasks within ServiceNow after executing a certification schedule. The system creates tasks based on records that meet specific criteria, assigning them to designated users or groups and tracking their progress.

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    Key Features

    • Task Creation: Certification tasks are generated for eligible records, such as those from the Configuration Item [cmdbci] table.
    • Assignment: Tasks are assigned to users or groups as specified in the certification schedule.
    • Status Tracking: New tasks enter a Work in Progress state with relevant details like the short description and due dates filled automatically.
    • Escalation Levels: The system monitors task progress, adjusting escalation levels based on elapsed time and sending email reminders as necessary.

    Key Outcomes

    To view your assigned tasks, navigate to Data Certification > Tasks > My Tasks. For resolution, refer to the section Certify an element. Each certification task record tracks essential information such as:

    • Task Number: Unique identifier for the certification task.
    • Assigned To: User responsible for certifying the data.
    • Complete By: Deadline for task completion.
    • State: Current status of the task (e.g., Work in Progress, Closed Complete).
    • Percent Complete: Progress percentage, read-only in certain states.
    • Escalation: Level of urgency based on time elapsed.
    • Short Description: Automatically filled description from the certification schedule.
    • Work Notes: Documentation of actions taken on the task.

    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.