Working with the Task table
Summarize
Summary of Working with the Task table
TheTasks [task]table is a fundamental element in ServiceNow's base system, serving as the parent table for many task-related tables like Incident and Problem. It provides standard fields and task-specific functionality that support task creation, tracking, and workflow management across all its child tables. The Planned Task plugin extends this functionality with additional fields to measure task duration and effort.
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Creating and Managing Tasks
Tasks are created on child tables of the Tasks [task] table, not directly on the Task table itself. To create a task, users navigate to the task list and select the desired child table via the Task Interceptor. The platform offers multiple tools to manage and complete tasks effectively:
- Approvals: Generated manually or automatically via Approval Rules, approvals can be integrated into workflows or used independently to control task progress.
- Assignments: Assignment rules automatically allocate tasks to users or groups to ensure proper handling.
- Service Levels: Service Level Agreements (SLAs) monitor task open time to ensure timely completion.
- Inactivity Monitors: Alert users when tasks have not been updated within a specified timeframe to prevent neglect.
- Workflow Studio / Flow Designer: Enables automation of processes for tasks that meet defined conditions, including approvals, notifications, and task generation.
Customization and Modifications
Changes to the Tasks [task] table affect all its child tables. Adding fields is generally low risk because fields can be hidden on specific child tables that do not require them. However, deleting fields can cause data loss if those fields are in use. When modifying choice lists, ensure entry values are unique to avoid conflicts across child tables. Dictionary overrides allow field definitions to be customized on specific child tables without impacting others.
Task Workflow and Automation
Administrators can define workflows that automatically apply to tasks based on specified conditions. These workflows can manage approvals, notifications, task creation, and script execution, streamlining task management and ensuring consistent processes.
Additional Capabilities
- Assignment Rules: Automate task assignment using pre-defined conditions and data lookup rules.
- Planned Task Extension: The Planned Task [plannedtask] table extends the Task table to capture detailed scheduling and effort information.
- Task Relationships: Tasks can be related through parent/child relationships to represent complex task hierarchies.
- Time Card Management: Allows task assignees to report and track time spent on tasks, supporting 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.