ServiceNow Incident Management Tutorial and Task Administration

[@austinperrine23]

This is better than the videos that Service now puts out, in my opinion. Thanks!

[@knewget]

Awesome to hear! Thanks for your feedback!

[@roylagemann7600]

Jeff, your presentation style is wonderful! You provide the essential intro and then dive into the core of the matter. Excellent instructional design. Thank you

[@knewget]

Thanks Roy! Feedback like this motivates me to keep creating content.

[@godbks]

I used servicenow before but I just got a job as help desk tech and tryout to refresh my brain. Thank you.

[@knewget]

Awesome, and best of luck! Thanks for being part of the channel!

[@thedungnguyen4440]

Love your channel, hope more and more video series will be produced👍👍👍

[@Murarmishka]

Thank you for these videos.

[@knewget]

Your welcome! Thanks for being part of the channel.

[@stanisawburdzy8904]

Excellent I have just learned essential knowledge of how to handle assignments and manage collaboration

[@knewget]

Awesome! Thanks for the feedback!

[@milamalinova8418]

Great content! Thank you for sharing your expertise!

[@knewget]

My pleasure!

[@KeepItIdentity]

Excellent presentation Jeff 📚

[@knewget]

Thanks for the feedback!!!

[@AbeVallejos-Soto]

Really helping me understanding the platform! Thanks!!!

[@knewget]

Awesome! Thanks for the feedback and for being part of the channel. Just FYI, I've recently published a full ServiceNow Fundamentals course that can be found at www.servicenowsimple.com. It includes 15 lessons with downloadable study notes and sample cert test questions. Please share with others that might find useful!

[@archermark29]

Excellent video Jeff, keep up the great work

[@knewget]

Thanks Mark!

[@troytroyus913]

Good description of Visual Task Boards!

[@knewget]

Awesome! Thanks

[@udohudoh6793]

Thank you sir. I am lookin to learn more about service now and this video was very helpful

[@knewget]

Awesome! Thanks for the feedback and for being part of the channel. Just FYI, I've recently published a full ServiceNow Fundamentals course that can be found at www.servicenowsimple.com. It includes 15 lessons with downloadable study notes and sample cert test questions. Please share with others that might find useful!

[@emmanueligboekwu2223]

Thanks for the knowledge

[@knewget]

You're certainly welcome Emmanuel! Thanks for watching.

[@thedungnguyen4440]

look up rule will run on client side as on change, condition set up there will be evaluated and the config Group, user will be populated. About Assignment Rule, condition will be evaluated and config field output or script will be trigger to change value of record on insert/update

[@Ingles4allYou]

13:28 Assignment Lookup Rule could to be useful to assign all tasks to particular person who is speciallist in a particular CI among all other CI into the same Category and Subcategory. Therefore, whenever a specific CI was ''selected' in Incident record it goes to that particular person. If that CI is retired, "probably" it takes another rule to in the order ( I wonder about the behaviour)

[@Ingles4allYou]

Best teacher! Why does the development snow platform allow we create a new task with its start date out of its change request range?

[@knewget]

Hmmm.. I'm not sure I've ever tried that. Let me have a look and get back with you. Thanks for the feedback!!

[@Ingles4allYou]

16:30 I did the same , and active viewer icon did not appear. Any clue? pls

[@knewget]

Yeah, I sort of had to do a little trick to make that happen. You would need to login to ServiceNow as two separate users at the same time. I'll have a look back to make sure, but I think that's probably the problem. It does work as described in the video in a normal situation. Thanks for watching and letting me know as I bet others are seeing the same results.

[@jadsadaka9727]

Thanks for the great video Jeff. I have a question if I may : what is the link between the CMDB and the Task database? Are they linked? is the Task database a sub-database of the CMDB? Because from my understanding incidents and problems are usually stored in the CMDB. Thank you.

[@knewget]

One of the greatest things about ServiceNow is the fact that there is only one database. There isn't a 'CMDB database' and a 'Task database', and a 'Customer database' and a 'Product database', etc. That, quite frankly, is AWESOME! There are a set of tables in the database designed to support the CMDB function. There are a different set of tables designed to support the Task Management function. Both are part of the same database and have fields that can build relationships between a CMDB CI record and a Task record. So, a Task can be created that references a CMDB record. Let me know if that makes sense or if you need additional info. This might make for a good video topic! Thanks for the question!

[@udohudoh6793]

What’s the different btw the assigned to and creating a flow design that automatically assigns it to a user in a group ?

[@kellypurpel5916]

Very nice video justa question what is task submittal and work order in service now

[@knewget]

Not sure I understand your question. Can you provide a few more details? Thanks for reaching out and being part of the channel!

[@takpelassifa2335]

Helpful

[@knewget]

Thanks for your feedback and for being part of the channel!

[@cyndeejackson5328]

Good morning. I use assignment look up rules to make the assignment of tasks more granular. For instance I have an incident that comes in for the hardware team. But the category of the incident is hardware, but the subcategory is scanner. Only 1 person on the team works with scanners. I want the incidents that have scanning issues to go to that person only. Whereas all other issues will go to the hardware team.

[@knewget]

Makes total sense, and perfect use of the assignment rules! Thanks for the thoughts and for being part of the channel!

[@cyndeejackson5328]

@@knewget Jeff I want to thank you for the great content. I came across your channel 2 weeks ago. It prepared me for my certification exam. I took the test in less than 30 mins and passed;

[@jt0340]

@@cyndeejackson5328 That is AWESOME! Thanks for the feedback and I'm so glad the videos were helpful!

[@savanthemurlidhar6635]

I have a reporting requirement where I want to report on approvals within specific dates every month. The requirement is to run the report on the 8th of the month and include items with an approved date from the 22nd of the prior months to the 8th of the current month. I used a condition script in the scheduler to run the report so that's not the issue but how can I always get records from the 22nd of the prior month to the 8th of the current month (the day the report is run)?

[@knewget]

Hey Savanthe, thanks for reaching out. I'm not sure I can answer your question without looking more closely at what you're doing. Let me know if you're still having trouble and maybe we can jump onto a Zoom or something.

[@savanthemurlidhar6635]

Yes,

[@TheOmegalope]

Assignment lookup rules can make an assignment prior to the incident being saved/created, so you can assign it based on info updated prior to the record being saved - so you can have an incident assigned to a group at the same time the record is created. Test and confirm.

[@knewget]

Yep!! Thanks for being part of the channel!

[@salmanranchoo6668]

Good

[@knewget]

Awesome! Thanks for the feedback and for being part of the channel. Just FYI, I've recently published a full ServiceNow Fundamentals course that can be found at www.servicenowsimple.com. It includes 15 lessons with downloadable study notes and sample cert test questions. Please share with others that might find useful!

[@monicamercer5419]

doing a task description: All>Problem> Create New Where is the Context Menu to save the record? And then select Create Favorite

[@knewget]

It should be top left 'hamburger' menu type thing. Let me know if you are still having trouble. Thanks!

[@monicamercer5419]

Thank you. When I create my FREEFORM VTB>My Request (renamed lanes) Problem does not populate under lane Problem. What am I doing incorrectly? In the training, it should have added as a card.

[@joaocarlosgarciacarriondeo5228]

Someone knows where is the next video?

[@knewget]

I'll get to work on the next vid in the series, thanks!

[@joaocarlosgarciacarriondeo5228]

Someone knows where is the next video?

[@knewget]

I'll get to work on the next in the series, thanks!