ServiceNow Incident Management Tutorial and Task Administration

An overview of ServiceNow ticket and task management (Incident, Problem, Change) capabilities including task creation, task assignment rules, task collaboration, and visual task boards.

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Video Resources:

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00:00 Task Introduction
01:32 What is a Task in ServiceNow?
02:39 Incident, Problem, Change Request
04:19 ServiceNow Task Management Overview
05:32 Task Assignment Rules
09:30 Create Assignment Rule Demo
12:34 Assignment Lookup Rules
13:29 Accessing Tasks to Work
14:30 Task Collaboration Tools
15:50 Task Collaboration Demo
18:05 Visual Task Boards
25:28 Wrap-up

This is lesson 6 in our ServiceNow Certified System Administrator (CSA) Training series. The topic is Tasks, with emphasis on Incident, Problem, and Change Request type work.

ServiceNowSimple's Certified System Administrator (CSA) Training series is a set of 27 videos teaching all you need to know to successfully pass ServiceNow's CSA certification exam. I recently attended the ServiceNow Fundamentals training course which is the prerequisite to taking the certification exam. I took really good notes! In this series of videos, I'm reteaching all I learned from that course with a hard focus on keeping things as SIMPLE as possible.

[austinperrine]

This is better than the videos that Service now puts out, in my opinion. Thanks!

[roylagemann]

Jeff, your presentation style is wonderful! You provide the essential intro and then dive into the core of the matter. Excellent instructional design. Thank you

[lyoxjwp]

Really helping me understanding the platform! Thanks!!!

[godbks]

I used servicenow before but I just got a job as help desk tech and tryout to refresh my brain. Thank you.

[troytroyus]

Good description of Visual Task Boards!

[stanisawburdzy]

Excellent I have just learned essential knowledge of how to handle assignments and manage collaboration

[udohudoh]

Thank you sir. I am lookin to learn more about service now and this video was very helpful

[archermark]

Excellent video Jeff, keep up the great work

[milamalinova]

Great content! Thank you for sharing your expertise!

[InglesallYou]

13:28 Assignment Lookup Rule could to be useful to assign all tasks to particular person who is speciallist in a particular CI among all other CI into the same Category and Subcategory. Therefore, whenever a specific CI was ''selected' in Incident record it goes to that particular person. If that CI is retired, "probably" it takes another rule to in the order ( I wonder about the behaviour)

[TheOmegalope]

Assignment lookup rules can make an assignment prior to the incident being saved/created, so you can assign it based on info updated prior to the record being saved - so you can have an incident assigned to a group at the same time the record is created. Test and confirm.

[kellypurpel]

Very nice video justa question
what is task submittal and work order in service now

[jadsadaka]

Thanks for the great video Jeff.
I have a question if I may : what is the link between the CMDB and the Task database? Are they linked? is the Task database a sub-database of the CMDB?
Because from my understanding incidents and problems are usually stored in the CMDB.
Thank you.

[InglesallYou]

Best teacher! Why does the development snow platform allow we create a new task with its start date out of its change request range?

[InglesallYou]

16:30 I did the same, and active viewer icon did not appear. Any clue? pls

[monicamercer]

doing a task description: All>Problem> Create New
Where is the Context Menu to save the record? And then select Create Favorite

[cyndeejackson]

Good morning. I use assignment look up rules to make the assignment of tasks more granular. For instance I have an incident that comes in for the hardware team. But the category of the incident is hardware, but the subcategory is scanner. Only 1 person on the team works with scanners. I want the incidents that have scanning issues to go to that person only. Whereas all other issues will go to the hardware team.

[udohudoh]

What’s the different btw the assigned to and creating a flow design that automatically assigns it to a user in a group ?

[savanthemurlidhar]

I have a reporting requirement where I want to report on approvals within specific dates every month.  The requirement is to run the report on the 8th of the month and include items with an approved date from the 22nd of the prior months to the 8th of the current month.  I used a condition script in the scheduler to run the report so that's not the issue but how can I always get records from the 22nd of the prior month to the 8th of the current month (the day the report is run)?

[joaocarlosgarciacarriondeo]

Someone knows where is the next video?