#5 #ServiceNow System Administration Training | Task Management

[Music] in order to subscribe to my channel please click here or click here please share comment and like my videos and channel hello guys welcome to SAS word service now this is service now system administrator training and this is part 4 this training has been recorded in Orlando version of ServiceNow before we start the training let me show you the topics of this complete training in this part of training we will talk about task management task management service now is all about managing tasks in this section we will learn how ServiceNow platform helps you to get all those tasks done across the enterprise we will learn about task assignment how exactly you can collaborate to complete a task how you can manage different tasks in ServiceNow what is a task a task is any record that can be assigned or completed by a user in ServiceNow users create tasks and are notified as the task moves along a workflow tasks can be assigned to a specific user or user groups tasks can be an incident record a problem record or a request task is required to be created to track the action and progress for a work assigned to any particular team or individual as an example IT team has to resolve a user's computer issue another example HR team has to onboard a new joiner these are kind of tasks for specific teams for which you need some kind of a racket some kind of a system which can track the progress of those tasks tasks workflow let's take an example pshaw is an application support engineer of an organization while working her computer stopped working and she's worried about completion of work she has to do she raised an incident for the issue she was getting and that particular incident got assigned to IT team and then once that incident was assigned to IT team then it got routed to John who is an IT specialist and work on those type of issues which tisha was getting so that was one of the issue which John basically resolved them John started working on the issue and got the reason for the issue so that means he tried to troubleshoot the issue and he finally got the what exactly the problem was he resolved the issue of tisha by taking the remote off of her computer and finally issue was resolved successfully he changed the state of the incident to resolve in ServiceNow system and finally tisha got an email from service now that her issue got resolved and she was very happy with the kind of service she got so this is what task management is about so that you can track the progress of any work assigned to any individual or teams task table the task table is one of ServiceNow score tables any table which is a type of task is mostly extended from task table like incident table the quest table and change table we have other tables as well which are extended from task table like problem table request item table all these tables are basically kind of a task which has to be assigned to someone so the people can work on it functionalities associated with tasks there are lot of additional functionalities which are basically associated with the tasks like approvals which is basically depend on the requirement so a task can be assigned for an approval or multiple approvals which can be generated manually or automatically as per the approval rules ServiceNow provides a feature to use different types of approvals via workflow which we will learn later assignments tasks are supposed to be assigned to someone so that somebody can work on those tasks and perform some actions as for the type of task now this assignment can be done manually or with the help of some automation or automatic rules those are called assignment rules and ServiceNow now users need to make sure the task is assigned to the right team or individual so even if you are doing automatically or you are doing manually you have to make sure that even you are putting some rules for automatic assignment that you are putting the right rule so that ticket is assigned to the right teams and the third additional functionality is SLA service level agreement so as is basically used to track the services provided by any team working on a task SLE highlights if duration of work completed is as per the agreed timelines or not else SLA will be treated as breached as an example if database team needs to resolve priority one issues in one hour then ticket assigned to them will have resolution SLA of one hour and if ticket is not resolved in one hour then SLA will not be met and will be treated as breached the service now has separate tables to track all these additional functionalities approvals SLA and assignments as well task assignment a tasks can be assigned to a group or a user now that user should be part of the group so that he can work on the same task but at the same time user who has been assigned that particular talk tasks should also have access on that particular table at the same time for that task record as well if user even if incident or any task is assigned to a particular user however he doesn't have access to that particular racket then user cannot work on it so access is very important in this case now it depends what kind of access you have applied in your instance we will talk about access rules in our future sections let's see tasks table and its other extended tables for that I will go to tables module which is under system definition I will click here this will show me the list of tables which we have in our instance so I have around three thousand five hundred sixty seven tables in my instance currently these are all out-of-the-box tables provided by a service now let me show you the task table which you were talking about which is one of the core table so here we have this table task table the label of this table is task and name is TAS K so this is the core table which is basically not extended from any other table so this is kind of a parent table however lot of other tables are basically extending from this table so if I go back and I will show you the list at the top so you will see we have label name we have name and then we have extend table that means this table is basically extended from which parent table that is something you can see here so if I just sort task table and I just click on show matching now this particular list is showing you all the tables basically which are getting extended from task table and examples which you were talking about like incident problem change you can see all those tables here you will see requests as well requested item you have catalog tasks now all these tables are basically extended from task table now what exactly extension means whatever it feels you will see in this particular table let's take a look if I click here now these are all fields of tasks table but parent tasks table as an example like assignment group and business duration or may be assigned to if I go back and I open any extended table from task maybe incident you will see similar kind of fields as well and some fields specifically created for this table so whenever a table is extended from a task table or any other table it basically inherits all the fields of parent table at the same time you can also create special fields for that particular table let me show you the assignment fields of task table so I will go to task table as of now we are an incident table so I will go to task table here we have assigned to you can see it is referencing to user table that means you can select any user and then we have assignment group where you have the referencing to group table that means you can select any group on any task in that case let me just go to the list of tasks so if I go to the list now this particular list it's showing you all the tasks of your instance even it's incident even it's change even it's problem even it's request all the day all the records all the racket tables which are basically extended from task table those records will be displayed in this particular list you can also see it with the help of type that what are the different types you have different task type that you can see with the help of task type so I will just click here and do it group by task type when I click this button group by task type now it will try to group all the records which I have in my instance so you can see these are the different types of tasks I have currently in my instance you might have more it depends because this is just out-of-the-box instance I have so I have not maybe created lot of records and other tables maybe except incident table so you can see we have changed the quests we have changed tasks we have incident problem problem task requests these are all tables which are basically extended from task table if I go to incident you can see we have all these incidents and if I just open any particular racket maybe this one as of now this is closed so here state is closed however the important part here is you have this assignment group and then you have this assigned to so this assign assignment group is basically assigned to a group and this particular person should be part of this group and this incident is assigned to this particular user let me go a little bit bottom I was talking about task SLA so this is what we have as part of the related list if you will create SLA then that SLA will be attached automatically as per the rackets or as per the SLA condition you have in your instance let's see other rackets you might have some other records where we have SLA enabled let me quickly check so I will try to open this record and if I go little bit bottom so answer is yes so we do have SLA record in this particular incident so this is what SLA I was talking about as of now this one is priority one resolution SLA now the duration the time is something configurable which you have to configure as per your customer requirement as per your organizational incident management process and different processes you have ServiceNow also comes up with this SLE definition configuration where you have this module this application called service level management where you can configure all these essays for different tables for different tasks for example if I go here and I select here you can see I can also select the table so here you can select the table for which table you want to track these essays let's see approvals so if I go back to my record or maybe I will show you in request one so I will go to Service Catalog in requests you might find some approvals maybe here we have this approvers as of now this is empty but if this particular item would would need to have any kind of approvals then that approver will automatically be attached that means that record will automatically be shown here and that approver will also get some emails that yes he has to approve this particular request you can also add approvals manually if I click this edit button I will be able to add approvers so let me show you how exactly you can add so maybe I will add this one if I will add it will automatically create a racket as of now it is not yet requested if you want to make it requested you can also do that so if I make it requested and just save it that means now this is in requested state and this approver will get an email that he has to request something and users can go into ServiceNow instance or maybe they can also approve it with the help of email you can see I also am because I'm I have logged in as an administrator so I am also getting a button to approve or reject let me quickly show you that how exactly ServiceNow gives a functionality to add approvals via workflow as well so if I go to workflow here I have workflow so change management request always needs an approval so let me go to this one so we have this one of the workflow for change management application that means all the change requests which needs approval so I'm just opening this racket so here we have approvals you can see we have this change approval policy we have some of the some some other activities where you have action like approval action you can approve it reject it that's how you can add approvals so you can create new workflow and then you can add approvals for any particular task so if you want to drive your task system whatever task you are creating even it's a custom or out-of-the-box and you want to add some workflows and you want to utilize approvals then you can utilize it with the help of workflows as well phase of task assignment tasks can be assigned to a group or a user in different ways manually in which a ServiceNow user can assign the task to himself or his own group or another system user can assign to other user or group of the system then we have assignment rules they are pre-built functionalities by ServiceNow which support setting the value of assigned to and assignment group field on the tasks racket that is also automatically on the basis of some rules defined by ServiceNow admins then predictive intelligence it is a feature of ServiceNow platform based on machine learning which reads the existing historical data and updates the feel like assigned to an assignment group that means it is totally based on machine learning and last we have custom rules or a script so ServiceNow administrators and developers can create their own custom scripts and rules to update the assignment group and assign to automatically on the basis of some condition which is provided as part of the business requirement manual task assignment users can assign the task manually to a group or an individual they can update the fields assignment group and assigned to manually on the form let me open an existing incident so I go to incident module so here I have incident application so I will just open any existing incident here you have assignment group and assign to in order to assign an incident I should have access to the incident application which means you should have at idle access which is assigned to users to give access to idle applications like incident change problem as of now I have logged in as an admin I can assign this particular ticket to any assignment group now that is called manual assignment you can see the assigned to already got removed automatically if I save this that means now in table in database this assignment group will be populated like this is stored in the database now let me quickly impersonate ITIL user and show you that how exactly I user here neutralized the application what applications are visible to them and how exactly they can do this assignment manually in order to impersonate ServiceNow has this particular functionality and a profile section you have this impersonate user if I click this button I will see that which particular user I have to impersonate so I will select this idle user which is already there which was in my history now as of now this view is basically of ITIL user and if I show you what all applications are visible you will definitely see limited applications not like the applications which were visible to ServiceNow administrator here we have incident change problem configuration and some other applications which are basically supposed to be visible to ITIL users the user who has that ITIL role if I open any existing incident so let me just open any existing incident now as an idle user I can assign this incident manually to any particular group and to any individual as well as I mentioned earlier assignment rules are used to automatically set a value in assigned to and assignment group field of a task racket service now comes up with two modules for assignment rules one is assignment lookup and assignment we can configure the rackets to automate the assignment of tasks in different task table like incident problem or request tables I have logged in as in system administrator you can find assignment rule under system policy under system policy you have rules and then you will see two modules assignment lookup rules and assignment let me show you first assignment so if I click this you will see existing rackets that means ServiceNow has already provided out-of-the-box some out-of-the-box rules for different tables like change request incident problem let me open one racket here you can see we have two sections one is applies to where you mention the table and condition of triggering of auto assignment that means you have to mention which particular table you have to select for this rule and then you have to put the trigger triggering condition then when exactly that assignment rule should trigger that is something you mentioned in this particular section and the next section we have is assigned to that once that condition is met and that will trigger the assignment rule then which particular group or user this ticket should be assigned to so here you can mention the user as well you can also mention group and the third section we have is related to this script if you're not able to configure the options and you're not able to achieve the goal which you want to achieve as part of this assignment rule then you can also do some scripting so this is how you create assignment rule another module we have is assignment lookup rules which is basically for incident and if I open this existing racket so we have one record which is out of the box created by service now here we have category of incident we have subcategory you can mention configuration item at the same time you can also mention a Simon group and assign two that means if category will be this if subcategory will be email and configuration item if you want to put anything in that case the ticket will automatically be assigned to the group which will be selected here it is just an additional functionality to look up for the different record so that assignment can be done by these two modules predictive intelligence service now comes up with out-of-the-box module that is called predictive intelligence which uses machine learning algorithm to determined field values during record creation existing data rackets are required to train machine learning to make effective decisions predictive intelligence is used to populate the following fields like category variety assignment group and assigned to if you want to learn more about predictive intelligence then you can refer ServiceNow documentation they have lot of information about predictive intelligence you can also found more details about predictive intelligence in now learning option as well now learning portal let me show you the predictive intelligence module before I show you predictive intelligence module it is important to know predictive intelligence has to be enabled separately via a plugin so you won't find in your instance by default when you will get new ServiceNow instance you have to label it moreover it is a licensed application in that case you have to even for your organization you have to purchase it first you have the guide you have to get the license first and then you can utilize it and use it in your ServiceNow instance so if I go in application navigator and type here predictive you will see this module here so this is the module for predictive intelligence here basically ServiceNow has given you option that how exactly you can train your instance to read the data and then it can automatically perform these assignments in the system without any manual intervention custom rules or a script now this is one of the way as well where you can automatically perform the assignment for different tasks in this case you have to write some custom configuration maybe script depends on the kind of requirement you have and system will automatically update these two fields with the help of customization you can update lot of other fields but as we are just talking about task assignment so you can do this task assignment automatically as well with the help of custom rules and a script servicedesk application ServiceNow provides an application called Service Desk which is specifically for all users who work on different tasks like incident request change problem etc it is one module where users can access all their tasks regardless of type of task if the Racquet table is extended from task table and assigned to user or group then users in assigned to field or part of the assigned group can see those records in this application let's take a look an application navigator you need to type service desk this is the application where you can access all the tasks assigned to you or to your group and that's the reason the name has been given as service desk the modules we have for this application is collars where you can see all the users of your system this is ITIL view so all the users we have that is something you can see then we have incidents you can see all the incidents because incidents are more important because they are issues which you have to see on priority then you have knowledge we can access different knowledge records then you have a module which says my work now anything assigned to you you can directly see in my work regardless of task type even its incident even its change even's problem a request any task you can see here so that means you don't have to worry about different applications for different task types just click this button you will see all the list whatever tasks assigned to you now if you are member of 10 groups and those 10 groups we basically work for a different task type maybe like incident change problem request how can you see that then we have my group's work now any tasks assigned to your group that means you are part of that particular group that you can see here even it is a sign it is not assigned to you then you have my approves so anything which is waiting for your approval any task that is something you can see here and next module we have which is a the SLA because that is also very important so we have this SLA if I click here it says my work again and then I have my groups work this is for SLE whichever task there may be ticket is being breezed or what exactly the SLA going on that is something you can see here it is not targeting to incident or any task table it is targeting to task SLA table so you can see all the tehsil is running on your tasks which are basically assigned to you in my work and assigned to your group that is in my groups work affective task management in order to manage the tasks effectively users agents who actually work on the task need to utilize additional functionalities on the tasks racket like work notes and comments which are basically used to update the progress of action to complete the tasks agents who work on tasks use work nodes to update the action and update the comments to provide update to the requester then we have Activity Stream Activity Stream is something which shows all the activities performed for the task like update of a field update work notes comments sending of an email now all those activities will be shown in activity stream so users can see the timelines and what activity was done at what time and then we have email functionality service now comes with email functionality which allows users and agents to send custom emails to different users you can send a particular email custom email you can also attach a document in that email and send to any user which is basically related to that particular task in this case if you can see on the screen we have this compose email where we have all different fields for two CC BCC subject and then we have a body as well where you can type whatever content you have to put for that email so these are some additional functionalities which you can utilize let me show you in my personal developer instance let me impersonate as an idle user so I will go here I will impersonate idle user so let's see this idle user wants to see what all incidents he has got in his queue so for that I will go to service desk and I will go to my work so these are all tasks which are assigned to me that means this particular user so if I open this incident where it says sales forecast spreadsheet is read-only it is kind of an incident issue for a user and user is here that is collar I have this number these are category subcategory the fields related to incident I have state impact urgency now these all are fields which are mostly inherited from task table we have assignment group we have assigned to now to work on this particular incident effectively a hack I can change the state as for the action I am taking if I am doing some action so maybe I can just put the work notes that I have started working on it and I can just post this work note and you can see here so if my manager or somebody else wants just check if something is going on or not they can just check here if they won't find something in this activity stream then they can definitely ask this particular user the why you have not taken any action yet and if I will say yes I have taken the action then then user might ask my manager can ask the why you have not put in the comments and that is the reason it is really important because nobody has to reach out to you if you will put something important action here they don't have to reach out to you in that case if I talk about additional comments if you will check additional comments now this particular field will automatically be changed and converted into additional comments then you will not be able to see work notes here if you will type something now this will go to the user so what if for example you want to ask some kind of screenshot from the user you want to communicate to the user that you are working upon it in that case you can put something here and it will be sent to the user so that is a difference between work notes and additional comments and here we have this activity stream so if I type something maybe I am just typing test and if I post something here and if I reload but see if email is being sent or not so as of now you can see these logs so we have this additional comment we have this work note another functionality to work effectively is email so if I click these three dots you will see this email option if I click this it will open a pop-up where I can see that compose new email it will automatically select the caller but here everything will be blank so you can put any email address you can also search for the user you can change the subject line if it's up to you but this will basically be sent from here and as I if I just mentioned test here and I just click on send it will be sent at the same time it will be also tracked in the activity stream so let's see if it happens or not I'm just reloading it I think as of now it's not sending the email it should send but let me refresh again maybe this user hey I think this user has not enabled that feature maybe to get the notification yes and that is what I was I was thinking you can see it says notification disabled I can enable it quickly and I will show you this same incident and show you how exactly it works so let me just impersonate this user and if I go to my profile I have this allow notification so this was disabled for this user I have enabled it I will just impersonate idle user now so that you can see that and if I go to my work and I see the same incident here this time let me see okay so you can see email was sent because that was disabled so in that case he was not able to get the email but now it is enabled and you can see that email was sent to the user it has also been captured in the activity stream now all the activities which are being triggered you can see here the number of activities as well if you will see ten activities here so it will show ten number ten count here so these are the additional functionalities which are really important to to work on the task by any agents and end-users

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Keywords: incident management, incident, What Is ServiceNow, what is servicenow platform, servicenow training, servicenow administrator training, servicenow tutorial, servicenow tutorial for beginners, what is servicenow software, what is servicenow administrator, servicenow basics, cloud service, ServiceNow Architecture, ServiceNow versions, ServiceNow Platform, introduction to servicenow, servicenow, ServiceNow System Administrator exam, servicenow admin training

Id: UlHjurrXk_w

Length: 42min 32sec (2552 seconds)

Published: Wed Jun 17 2020