Universal Task

Add the Universal Task list category to the new Service Operations Workspace core so that agents can access and navigate through various modules directly from the new workspace.

Add lists under the newly created Universal Task list category in Service Operations Workspace so that agents can access these modules from the new workspace.

Assign the sn_uni_task.admin role to the application administrators so that they can integrate and configure Universal Task. Roles control access to features, capabilities, and data.

Filter the catalog items that you want to show in the Submit Catalog Item task for your service.

You can configure the UI actions and related lists for the Universal Task application so that you can view and create universal tasks for your service. Services are the various departments in your organization, such as IT, HR, and Legal.

Add a Task tab on the Standard Ticket page to let employees view the tasks that are assigned to them by the agents.

Create UI actions for your service so that agents can create universal tasks.

Configure the Universal Task application for your service so that you can create and assign tasks to employees.

Provide the implementation for childTaskCancelled, childTaskCompleted, childTasksClosed of the scripted extension point to execute the custom logic of the service, when a universal task is canceled, completed, or closed.

Add a Universal Task related list to a service-specific form in both the ServiceNow AI Platform and Agent Workspace to let agents view a universal task for the request.

Create a universal task for a request and assign it to the employee or create multiple tasks for a request by using Universal Task.

Domain separation is supported for ServiceNow Universal Task. Universal Task enables agents to request extra information from the employee or to task the employee to accomplish an activity, in order to resolve a ticket. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Use the email notification layout and template shipped with the Universal Task application (sn_uni_task) to deliver email notifications. Apply the layout to email notifications to elevate their look and feel and to deliver branded notifications.

With the ServiceNow Universal Task application, agents can create tasks for your employees. The agent can ask for additional information or request an action to resolve the parent ticket or request.

You can install the Universal Task application (sn_uni_task) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Several types of components are installed with activation of the Universal Task application, including tables, user roles, and scheduled jobs.

You must set up and configure the Universal Task application before you can enable agents to assign tasks to employees in order to fulfill a request.

Use the Universal Task Configuration form to associate Universal Task to your service.

The Universal Task is a tasking framework that you can append to the ticketing system of any department in your organization. The Universal Task data model explains the tasking framework and its customizations.

Universal Task form to create a task record.

The ServiceNow Universal Task application is a tasking framework that enables your agents to request extra information from employees who submit tickets or to task employees to accomplish an activity in order to resolve a ticket.

You can refer to the reference topics to learn more about the universal tasks, including lists and forms.

The task types in the Universal Task application enable your agent to assign pre-defined tasks to an employee. With these pre-defined tasks, your agent can task employees quicker and more efficiently. You decide which task types that you want to make available to the agents in your organization.

Agents can use the Universal Task application to create tasks for employees and to manage the request resolution. Employees can view and complete tasks assigned to them using the Employee Service Center or the Now Mobile app.

Configure the roles to enable your agents to view the employee responses in the completed Universal Task employee forms.

Define the criteria for an agent so that the agent can access the parent table for Universal Task. The default criteria is that agents must have write access to the parent table.

Create dynamic templates to map fields on a Universal task form to corresponding fields on the parent table form. Dynamic templates help agents to map parent table fields to Universal task fields.

Create or modify an employee form to collect employee input. Employee forms are questionnaires that are built using the survey designer to collect or update information from employees.

Create a template for any service table to automatically populate fields on a form. Creating templates for common use cases enables agents to create universal tasks faster and ensures uniformity of field values.

Use the employee form to create a new employee form record for Universal Task

Use the Employee Input Task configuration form to configure the roles that can view completed Universal Task employee form.

Enable external users to have access to the tasks assigned through Universal Task.

Hide the template bar for the Universal Task form because it does not include Universal Task templates.

Display all the universal tasks that are assigned for a particular request by simply configuring the Tasks tab in Now Mobile.

View and update the universal tasks that are assigned to you by using the Now Mobile app.

You can complete universal tasks that are assigned to you in real time from your own mobile device by using the Now Mobile application.

After system configuration, remove the Universal Task Admin role (sn_uni_task.admin) from IT System Administrator role (admin) to help prevent IT System Administrators from viewing sensitive information via forms, lists and UI.

Use the Universal Task template form to create a Universal Task template.

Task templates help agents to create Universal Task records by auto-populating fields in a template.

Save a populated Universal Task form as a template. This is an alternative method for creating a task template.

Use a task template to auto-populate a Universal Task form. Using a task template enables agents to create tasks faster.

Learn about the fields of the UX List form. Use this form to create additional lists in the Lists menu of Service Operations Workspace.