Book Image

Learning ServiceNow. - Second Edition

5 (1)
Book Image

Learning ServiceNow. - Second Edition

5 (1)

Overview of this book

This book is an updated version of Learning ServiceNow, that will cover the new and updated features of the ServiceNow platform. It will show you how to put important ServiceNow features to work in the real world, while introducing key concepts via examples of managing and automating IT services. It'll help you build a solid foundation of knowledge, and will demonstrate how to effectively implement and configure modules within ServiceNow. We'll show you how to configure and administer your instance, and then move on to building strong user interfaces and creating powerful workflows. We also cover other key elements of ServiceNow, such as notifications, security, reporting, and custom development. You will learn how to improve and automate your business' workflow and processes. By the end of this book, you will be able to successfully configure and manage ServiceNow like a pro.
Table of Contents (19 chapters)
Learning ServiceNow Second Edition
Contributors
Preface
Index

Assignment


Probably the most common means of moving a task forward, is assignment. Assigning a task is the way to designate a user or group of users, as those responsible for the fulfillment of a given task.

The base Task [task] table (and therefore, all tables which extend it) contain two assignment fields: Assigned to [assigned_to], and Assignment Group [assignment_group]. If you've enabled Visual Task Boards, then you'll also have the Additional assignee list [additional_assignee_list] field.

Assignment drives a lot of default notifications, such as alerting the assignee when work notes are added by another service desk agent, or when the customer leaves comments. It's usually a very important part of the task-handling process.