Collaboration 20% Flashcards
• Task Management • Notifications • Reporting
Modules Objectives
- Discuss when the My Work and My Groups Work modules should be used.
- Demonstrate how to use work notes and additional comments to collaborate on a task.
- Create a new email notification.
- Create a report by modifying an existing report using the Report Designer.
- Share a report with a group.
MODULE 2 SNF MEMORY JOGGER
Task Management
What is a ServiceNow Task?
A task is any record that can be assigned or completed by a user in ServiceNow.
Task Management
What are examples of core tables in the ServiceNow Platform?
User
Task
Incident
Task Management
What table is one of ServiceNow’s core tables. It makes a series of standard fields like, Created by and Due date, available to other tables.
Task Table
Collaboration
What is a ServiceNow task?
A task is any record that can be assigned or completed by a user in ServiceNow
Task Management
Who can create tasks and are notified as the task moves along a workflow?
USERS
Task Management
Tasks can be assigned to specific ______or _____groups.
Specific Users or User Groups
Task Management
Why does ServiceNow use task?
The power (and value) of tasks is that they are repeatable processes across the enterprise.
Task Management
Define a task?
no network access
Task Management
This type of Task (no network access, is called a ___________?
Incident
Task Management
what best describes a normal process in which the task is an Incident (no network access).
Incident submitted–A user realizes he/she can no longer access the corporate network. He submits a incident
Incident assigned–Because the incident is network-related, it is automatically assigned to the Network group. Getting the incident routed to the correct person quickly helps resolve the incident faster
Incident in progress–Since an agent has been assigned the incident, the State of the incident is updated to “In Progress”.
Incident resolved–Once the assigned agent fixes the indident (network access issue) they update the State to indicate the incident is “Resolved”.
Increased customer satisfaction–Once the user receives notification indicating that his issue has been resolved, he/she verifies that he/she has network access. He/she is pleased that the response time was short and required little effort on his side.
Task Management
What best describes other tables that extend the Task Table?
Incident, Problem, Change Request, etc. In technical terms, these other tables extend the Task table.
Task Management
The extended tables include additional fields that are needed for specific work processes. What are SOME examples?
- The Incident table has a Resolution code field, which is used to categorize the way that an incident was resolved. This additional information is used for reporting purposes.
- The Problem table includes fields specific to Problem Management, like Root Cause** and **Workaround. These fields are used for publishing information for the Service Desk.
- The Change Request table has an Implementation Plan field to specify the steps to be followed for implementing a change.
