Tasks and Workflows

The Task[task] table is a special table in ServiceNow that holds records where work is done. Like any base system table that's meant to be extended, the task table contains a number of fields relating to task records and the work that's done in them. For example, the need to assign a task is almost universal, so the Assigned to [assigned_to] field exists on the base task table.

A base table is a table in ServiceNow that is extended by other tables, but which does not, itself, extend any other table.

The task table (or rather, tables that extend the task table) also include task-specific functionality built-in, such as work notes and an activity log, workflow integration, SLAs, and so on!

In this chapter, we'll learn about the following:

• The Task [task] table and important fields on it
• Extending the task table
• How to add fields to the task table (and when not to!)
• Field dictionary overrides
• The Task Interceptor
• Journal fields and the activity formatter
• Approvals and workflows
• Assignment rules
• Inactivity monitors
• Visual task boards
• Major task-related pitfalls to avoid
• SLAs (Service-Level Agreements) and SLA Timers