Manage work order tasks

Work order tasks allow qualifiers to define separate activities that must be done to complete a work order.

A work order contains one or more work order tasks. Work order tasks allow qualifiers to define separate activities that must be done to complete a work order. ServiceNow creates a work order task automatically when a user with the wm_qualifier or qualifier combination role moves a work order from Draft to Awaiting Qualification and populates the task with information from the work order. This user can edit existing tasks or create new ones at any time.

A key feature in work management is the ability to create multiple work order tasks under a single work order. Splitting a work order into separate tasks, when necessary, enables qualifiers to:
  • Assign different aspects of a single work order to different agents.
  • Assign work to agents with different skill sets.
  • Assign work to agents in different locations.
  • Schedule parts of the work at different times.
  • Schedule tasks so they are done one after another.
  • Schedule tasks so they are done at the same time by different agents.
  • Schedule additional tasks, if necessary, to complete the work order.
  • Coordinate the arrival and usage of the parts required to complete a work order.