Working with the Task table
Summarize
Summary of Working with the Task table
The Task [task] table is a fundamental core table within ServiceNow’s base system, serving as the foundation for various task-related tables like Incident [incident] and Problem [problem]. It standardizes task fields and enables task-specific functionalities that apply across all extending tables. The Planned Task plugin further extends this table to support tracking of task duration and effort.
Show less
Creating and Managing Tasks
Tasks are not created directly on the Task table; rather, they are created on child tables that extend Task. Users can initiate new tasks by navigating to task.list and selecting the appropriate child table via the Task Interceptor. This approach ensures tasks are properly categorized and managed within their specific contexts.
Tools for Completing Tasks
- Approvals: Can be assigned manually or automatically through Approval Rules and integrated into workflows or used independently.
- Assignments: Assignment rules enable automatic allocation of tasks to users or groups based on defined criteria, improving task routing efficiency.
- Service Levels: Service Level Agreements (SLAs) monitor task duration to ensure timely completion.
- Inactivity Monitors: Notify users if tasks remain untouched for a set period, preventing task neglect.
- Workflow Studio: Allows creation of automated flows that trigger on tasks meeting specific conditions, streamlining task processing.
Modifying the Task Table
Changes to the Task table affect all child tables, so modifications must be applied carefully. Adding fields is generally safe as unused fields can be hidden on child tables. However, deleting fields risks data loss across tables. Unique values are required when adding choice list entries. Dictionary overrides enable field definition customizations that apply only to selected child tables, preserving flexibility.
Task Workflow
Administrators can configure workflows that automatically apply to tasks matching certain conditions. These workflows can manage approvals, notifications, task generation, scripts, and other automated processes, enhancing task lifecycle management.
Task Table Structure and Extensions
The Task table’s structure organizes task data with extensive customization options. Assignment rules and data lookup rules support automated task assignment based on conditions. The Planned Task plugin extends the Task table to support measuring task duration and effort.
Additional Features
- Many-to-Many Task Relationships: Tasks can be related using parent/child links, enabling grouping such as a Problem with related child Incidents.
- Time Card Management: Enables task assignees to report and track time spent on assigned tasks, facilitating accurate time management.
The Tasks [task] table is one of the core tables provided with the base system.
The Tasks [task] table provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables. In addition, any table that extends the Tasks [task] table can take advantage of task-specific functionality for driving tasks.
The Planned Task plugin provides the Planned Task [planned_task] table, which extends the Tasks [task] table to provide more fields for tasks to measure duration and effort.
Creating tasks
The Tasks [task] table provides means for creating and completing tasks, as well as tracking their workflow in your instance.
Tasks aren't created directly on the Tasks [task] table. Instead, tasks are created on task child tables. To create a record in a task child table, access the Tasks [task] table by entering task.list in the navigation filter, and then select New. In the Task Interceptor, select the desired task child table.
Tools for completing tasks
These tools can be run on any table which extends Task.
- Approvals
Approvals can be generated to a list of Approvers, either manually or automatically, according to Approval Rules. Approvals can be incorporated into workflows or can stand alone. For more information, see Process approvals.
Approvals can be used on tables that do not extend Task.
- Assignments
Assignment rules can automatically assign tasks to users or groups, ensuring that the most appropriate team members handle the tasks. For more information, see Defining Assignment Rules.
- Service levels
Service level agreements can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time.
- Inactivity monitors
Inactivity monitors ensure that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time. For more information, see Set an inactivity monitor.
- Workflow Studio
A process owner can design a flow for tasks that meet certain conditions. After a task is created that meets the conditions, the flow applies an automated process to the task. The process is defined in Workflow Studio. For more information, see Flow Designer.
Modifying the Task table
Modifications made to the Tasks [task} table are applied to all child tables.
Be sure that changes are appropriate for all the child tables. Adding fields is a low-impact change, because you can hide fields on tables that don't need them. However, if the fields are being used across tables, deleting fields may cause unwanted data loss.
You can use dictionary overrides to change some parts of a field definition in a way that does not to not apply to all child tables.
Tasks workflow
An administrator can specify a specific workflow process to apply to tasks that meet certain conditions.
Once a task is created that meets the conditions, the workflow applies the process to the task, asking for approvals, notifying users, generating other tasks, running scripts, and so on.