Working on Service Catalog Tasks¶
Role: itil
Available for teams: All
When a User submits a request from ITIL or Portal interface, it may go through Approval Process. Details of Approval can be seen in Request Item (RITM) ticket. However, Approval is not a mandatory phase in Service Request Management. For example, resetting a password may not trigger an approval, but request for a laptop may require an approval.
Once the request has completed its approval phase, a series of tasks may be created and assigned to various teams in ServiceNow. The number of tasks available in the ServiceNow form is based on the request.
To start working on Tasks assigned to you, follow these steps:
1. Navigate to Tasks¶
On the navigator, type Tasks and select Service Catalog > Tasks.
This will open the list of all tasks available in ServiceNow.
2. Review the list of tasks¶
Review the list of tasks that are visible. By default, this list will show only Active tasks that need to be worked on.
If possible, you can personalize your view. Refer to Article List, Filter and Favourite for more details on how to personalize your list and save as Favourite.
3. Open the Task Form¶
Click on one of the task IDs to open the ticket in Form View so that you can start working on it.
4. Review the details¶
Review the details provided in the request. If you feel the task assigned needs to be assigned to a different team, click the data in Assignment Group and select the correct assignment group responsible to fulfil the request.
5. Assign the task¶
Assign the task to the person who is going to work on this task and change the state to Work In Progress.
For assigning the task, click on Magnifier icon in Assigned To field. This will show you a list of people in your team.
Assign it to one of them. You can also type the first few characters of the user name in Assigned To and tool will suggest matching names.
6. Add Work Notes¶
Scroll down and locate the field Work Notes. Use this field to update more details that you think are important.
Data entered under Work Notes will be visible to people checking the task from ITIL view.
If you want to leave comments for requester to see, select Additional Comments (Customer Visible).
7. Team communication¶
Your team members and other users can enter any number of Work Notes and Additional Comments.
8. Email communication¶
If you have sent an email communication to Vendor, Requester, or other party, you may copy-paste the email for future reference.
9. Pending state¶
If you are waiting for any response from Requester, you may change the ticket State to Pending.
This means that you are waiting for Requester’s response for more details. Make sure to record your statement as why you were putting the State to Pending.
10. Work in Progress¶
Once you receive the response from requester, record it in Work Notes and change the State back to Work in Progress.
11. Complete the Task¶
Perform the real activity to fulfil the request like Creating Login ID for the user and update the Work Notes.
12. Close the Task¶
Mark the task as complete by changing the State to Closed Complete.
Based on the type of request, you may have to sometimes enter other mandatory fields or create one more request (like Information Technology request) and update in your present task.
13. Different closing states¶
There are other State values like Closed Incomplete and Closed Skipped.
You may select them when you are closing the request without fulfilling the request or Cancelling the task based on activity in scope.
14. Activity recordings¶
Always make sure you record statements in Work Notes or Additional Comments.
15. Review Activity History¶
All your activities are recorded in your task and available for future Audit.
You can attach files or screenshots too.
16. Note¶
Please note that unless all the tasks are completed and closed, the actual request item will not be closed.