---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Universal Task

# Universal Task {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The ServiceNow
Universal Task application is a tasking framework that enables your agents to
request extra information from employees who submit tickets or to task employees to accomplish an
activity in order to resolve a ticket.

Let's consider an example. Aditi, an employee, has lost a laptop and has requested a
replacement laptop. Dan, who is the agent working on this incident, needs the lost report from
Aditi to proceed with the incident resolution. Dan could choose to use an activity stream to
request the lost report but that adds a lot of extra work for Dan. By using an activity stream to
get the report, Dan must close the incident and open a new request for the laptop. This process
creates a disjointed experience for both Dan and Aditi.

With Universal Task, Dan can task Aditi to upload a lost report from within the
incident. On receiving the report, Dan can task Aditi to order a new laptop by using a submit
catalog item task under the same incident.

## Enhance employee experience {#universal-task-landing__section_hf5_h4r_xnb}

Activity streams can be confusing for agents and employees. Universal Task
ensures a guided tasking experience where both agents and employees are aware of all the action
items and the status of each item throughout the ticket resolution process.

## Standardize employee experience across services {#universal-task-landing__section_lmr_rgw_xnb}

You can configure Universal tasks for any ticket type that extends the task table to ensure a
consistent experience for your employees regardless of the ticket type or service type.

## Increase fulfillment efficiency {#universal-task-landing__id_qnv_tgw_xnb}

Predefined task types enable agents to quickly task employees to get the information required
for fulfilling the ticket in the most efficient way possible. Universal Task due
dates ensure that your agents can share the fulfillment responsibility with your employees.

|-|-|
| [Explore ![Explore]() Learn about how employees, agents, and managers use Universal Task.](Yc5CdYbzwGWdRkfxWucuLQ "With the ServiceNow Universal Task application, agents can create tasks for your employees. The agent can ask for additional information or request an action to resolve the parent ticket or request.") | [Configure ![Configure]() Plan and configure your implementation.](aUzEQ_x~ZHPiO6UCCHRX7g "You must set up and configure the Universal Task application before you can enable agents to assign tasks to employees in order to fulfill a request.") |
| [Use ![Use]() Work on universal tasks.](V~XR5lGGU186W8tBpBMvSQ "Agents can use the Universal Task application to create tasks for employees and to manage the request resolution. Employees can view and complete tasks assigned to them using the Employee Service Center or the Now Mobile app.") | [Reference ![Reference]() Get details about components like fields, tables, and properties.](sjC9W_wh_vv81d1b80QK3w "You can refer to the reference topics to learn more about the universal tasks, including lists and forms.") |
[ ]

{#universal-task-landing__table_iwv_lpv_klb}