servicenow task assignment history

Create and assign project tasks from Project Workspace

Add new tasks for your projects and assign them to your team directly from the new\n Project Workspace.

Role required: it_project_manager

• \n Open a project in the planning console of Project Workspace. \n For information on how to navigate to the planning console, see Access the new Project Workspace . \n

A new row is added to the bottom of the data grid of the planning console,\n with New Task as the default name for the task.

• \n Edit the details of the task. \n For example, task name, planned dates, assigned to, and others. \n
• Optional: \n Press the Enter key to save the details and create a row for another\n task. \n
• \n Click anywhere on the data grid outside the task fields to save the\n details. \n

The user who is assigned this task to, is sent an email notification and is\n also notified in the ServiceNow® instance when they log\n in.

For notifications to work, your admin must enable them by setting the\n Project task assigned to notification record as\n true in Email Notifications and Provider\n Notifications.

• Update a project task from the project workspace .

What is a serviceNow Task

• Assigned or Completed Record by user

A task is any record that can be assigned or completed by a user in servicenow

• How to create a task record?

A task record is created from a table that extends the task table

• Closed State

work is performed upon a task it and eventually moves to a closed state

• ITIL Processes

Within ServiceNow, all ITIL processes are handled through task

results matching " "

No results matching " ".

Your browser or one of your plugins is not allowing JavaScript to be run. This is a bummer since the ServiceNow Developers Site is dynamic and depends on JavaScript to function. If you want to visit this site, please disable the plugin, activate this site for JavaScript or use another browser.

ServiceNow Table API: Working With Comments and Work Notes

Published on March 11, 2020.

I'm currently working on a ServiceNow integration project, and one of the requirements is that the external system (which in this case is NetSuite ) needs to be able both add and retrieve the comments and work notes that are associated with an incident.

The screen shot below is an example of a ServiceNow incident with three comments attached to it. They're listed in the "Activities" area of the form. (Note that there is an additional audit-related entry that lists the field changes.)

In this blog post, I'll show how you can use the ServiceNow Table API to both retrieve and add comments and work notes to an incident.

Retrieving Work Notes: Method 1

If you make a call to the ServiceNow Table API to retrieve an incident, you'll find that the work notes are included in the response.

For example, here's a request to retrieve the incident.

The response looks like this:

The two values to look at are "comments" and "comments_and_work_notes." The values look very similar, but there is a slight and potentially important difference between them. The "comments" value includes entries that are visible to the customer, while the "comments_and_work_notes" value also includes entries that are are intended for use by the IT team only.

Retrieving Work Notes: Method 2

Another method for retrieving the work notes and comments for an incident is to make a call to the ServiceNow Table API and, instead of retrieving the incident, retrieve the work notes and comments directly. To do this, you make a GET request to the sys_journal_field table, and specify the system ID (sys_id) of the incident.

Here's an example request:

And the response will look similar to this:

There are a couple of things worth noting about the response. First, it includes both work notes and comments. Also, the entries appear to be out of order. (They're actually sorted by their sys_id values.)

To resolve those issues, we can specify an "element" and "sysparm_query" value in the request. For example:

The response will now look similar to this:

Notice that this response only includes the comments, and that they are sorted in reverse chronological order based on the date that they were created (sys_created_on).

One more note about this approach: If you use ServiceNow's REST API Explorer, the table that we're accessing (sys_journal_field) is not available as an option. Regardless, the Table API does support it.

Adding Work Notes

To add a work note to an incident, you make a POST, PUT, or PATCH request to the Table API, and specify either a value for "comments" or "work_notes." You'd use "comments" to add a comment that customers can see, and "work_notes" for an internal-only entry.

Here's an example, where we're making an API call to add a work note to an existing incident.

Wrapping Up

In this blog post, I've shown examples of how you can use the ServiceNow Table API to both retrieve and add comments and work notes to an incident. While the examples focused on incidents, it's worth noting that these same techniques can also be used with other tables, including Catalog Request Items (RITMs) and Catalog Tasks.

Hello, I'm Tim Dietrich. I develop custom software for businesses that are running on NetSuite , including mobile apps, Web portals, Web APIs, and more.

I'm the developer of several popular NetSuite open source solutions, including the SuiteQL Query Tool , SuiteAPI , and more .

With my friend Eric Grubaugh , I cohost SuiteScript Stories , a podcast that covers various NetSuite-related topics. Our goal is to connect the NetSuite community through stories and ideas.

I publish SuiteDigest , a curated, weekly summary of NetSuite-related news, events, employment opportunities, and more.

Everything I do is funky like Lee Dorsey.

--> View more blog posts...

© 2024 Tim Dietrich.