East Bay Solutions

Agent Incident Task Create and Assign an Incident Task

KB-1064

Solution

Problem or Question:

How do I create a sub-task in an incident and assign it to another team?

Environment:

ServiceNow

Solution or Answer:

In ServiceNow, there are no subtasks but you can assign a task to another team by creating Incident Tasks.

1. Open your assigned incident in which you want to create a task.

incident.png 


2. Notes – Additional comments: Indicate the reason you are creating a task.

notes.png 

 

3. Click Save in order to save the comments.
4. Click the Create INC Task button which can be found at the top or bottom of the page. A new window appears with an auto-assigned INCTASK number.

 

create inc.png 


5.   Requested for: Enter your name since you are requesting the task.
6.   Configuration item: Change as applicable.
7.   State: Change.
8.   Assignment group: Select the group to whom the task will be assigned.
9.   Assigned to: Identify a specific group member only if necessary.
10. Short description: Enter a short description that describes the task you are assigning to the other team.
11. Description: Leave original description from the Incident.

incident task1.png 


12.  Enter comments to the Assigned Agent in the Additional Comments section. This is where the assigning agent and the assigned group communicate with each other.
Note: These comments are not visible to the end user and do not appear in the original Incident ticket.

activity.png 


13. Update.

 

 

Submitted by Twinki Mistry twinki.mistry@csueastbay.edu


Article Details

Last Updated
28th March 2014 04:54:33 pm

Submitted By
Twinki Mistry

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