Owning Groups

Owning groups are responsible for managing lifecycle event activities within their domain, such as HR, IT, or Facilities. Assigning ownership to the appropriate group is critical for cross-departmental coordination. To create, modify, or delete an activity, you must belong to the related owning group and have the snhrle.activitywriter role.

Activity Types and Configuration

Lifecycle event activities can be of various types, each requiring different supporting components. The application allows reuse of existing components and processes, helping streamline configuration. Key activity types and their configuration needs include:

• Approval: No direct configuration required.
• Employee task / HR task: Configure an HR task template.
• Fulfiller activity: Configure supporting components based on the specific fulfiller type; some are preconfigured.
• Automated Order Guide: Create an order guide.
• Catalog item: Create or edit catalog items.
• HR service: Configure an HR service.
• Incident: Create an incident template.
• Notification: Create an email template.
• Flow: Create a subflow; by default, only the "Switch primary job" subflow is available, with additional configuration needed for others.
• Content: Configure schedule content templates for mobile, portal, notification, or to-do content.
• Activity container: No configuration needed.

Audiences

Audience records define criteria to target specific employees for certain activities, enabling tailored workflows—for example, differentiating onboarding for office-based versus remote employees. If an activity lacks an audience record, it triggers for all employees. Activities not meeting audience criteria are marked as Skipped during evaluation.

Practical Configuration Steps

• Configure Owning Groups: Define or update user groups that will own lifecycle event activities.
• Configure Activity Configurations: Set fulfillment processes and closure conditions for activities.
• Configure Schedule Content Templates: Create or modify templates for delivering content within lifecycle events, linked to the Schedule Content table.

These configurations empower ServiceNow customers to manage lifecycle events efficiently by assigning clear ownership, reusing existing components, and targeting activities to appropriate employee groups.