Employee tasks page

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Employee tasks page

    The Employee tasks page in ServiceNow's Yokohama release allows employees to view and complete all their open and completed tasks in one consolidated location. This page can be customized by applying filters to display various task types such as user approvals and content tasks, enhancing task management efficiency for employees.

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    Configure the tasks page

    Administrators can control which tasks appear on the Employee tasks page by configuring filters. Each filter is linked to a specific table and defines conditions that tasks must meet to be shown. For example, an Approvals filter can be linked to the Approval [sysapprovalapprover] table with conditions ensuring the employee is the approver and that the approval is in a requested state.

    By default, tasks are ordered by due date. If many filters impact performance, filter prioritization can be enabled to order tasks by filter priority with assigned numbers. This helps optimize task display and system responsiveness.

    Ask a question widget

    The "Ask a question" widget facilitates communication between employees and HR agents or queues regarding HR tasks or cases. It routes inquiries based on the configured Task support team field, which defines the HR agent or queue responsible for handling communications.

    To enable this feature, the Connect Service Portal Widgets (com.glide.connect.spwidgets) plugin must be activated. For HR cases, configurations are managed under Conversational Interfaces, supporting integrated chat capabilities.

    If your organization does not use Connect Support, the "Ask a question" link can be hidden by modifying the system property snhrsp.hraskaquestionenabled from true to false, removing the link from the Employee Center interface.

    When the Task support team is set to Agent Workspace, the Virtual Agent handles the communication; if set to Users and groups, Connect Support is used.

    Advanced Work Assignment (AWA)

    To optimize task assignment within Agent Workspace, Advanced Work Assignment (AWA) can be configured specifically for HR Service Delivery. This ensures intelligent routing and workload management for HR agents handling employee tasks.

    Preconfigured filters

    The Employee Center application includes preconfigured filters that can be used as is or customized to meet organizational needs. These filters simplify setup and allow precise control over which tasks employees see on their tasks page.

    Configure the tasks page for employees to view and complete all their tasks on a single page. You can configure the page by applying filters to show user approvals, content tasks, and more.

    My tasks overview

    The My tasks page shows all open and completed tasks for an employee.

    Figure 1. My tasks
    My tasks page on Employee Center portal

    Configure the tasks page

    You control the type of open and completed tasks that appear by configuring the filters. The filters define the table and conditions that a task must meet for it to appear on the tasks page for an employee. You can associate one filter per table. For example, you can configure an Approvals filter by:
    • Associating it with the Approval [sysapproval_approver] table with the conditions that the employee is the approver.
    • There is an entity that the approval is for.
    • The approval is in the requested state.
    Note:
    The default order is due date. If you have too many filters and find that performance is affected, you can order the tasks by filter. To order by filter, you must enable filter prioritization and assign priority numbers for each filter.

    For more information, see Enable task configuration for approvals.

    Configure Ask a question

    Ask a question is a widget that establishes a communication link between a user with an HR Agent or queue to discuss HR tasks or cases. These configurations determine which HR agent or queue to use for communication. For HR tasks, the Task support team field defines the HR agent or queue that picks up any communication about the task when a user selects the Ask a question link. To use this option, activate the Connect Service Portal Widgets (com.glide.connect.sp_widgets) plugin.
    Note:
    For more information about Connect, see Connect.
    For HR cases, define configuration under Conversational Interfaces.
    Note:
    For more information about Conversational Interfaces, see Conversational Interfaces and Setting up Agent Chat.
    If your company is not using Connect Support, you can choose to hide the Ask a question link. To hide the Ask a question link, go to sys_properties.list and find the sn_hr_sp.hr_ask_a_question_enabled property. Default value is true. To hide the Ask a Question on HR cases and tasks on the Employee Center, change the setting to false. For HR tasks, when Agent Workspace is selected in the Task support team drop-down, Virtual Agent is used. If Users and groups is selected, Connect Support is used. For more information, see Adding an HR task to an HR case.

    Advanced Work Assignment To configure Advanced Work Assignment (AWA) for Agent Workspace, see Advanced Work Assignment (AWA) for HR Service Delivery Agent Workspace overview.

    Preconfigured filters

    The following filters are included with the Employee Center application. You can use them or configure your own.

    For more information, see Task filters on My tasks