Create a facilities request task

Facilities request tasks are created from facilities requests.

Before you begin

Role required: facilities_admin or facilities_qualifier

Procedure

  1. Navigate to Facilities > Requests > All Facility Requests.
  2. Open the desired request.
  3. Click the Add Task related link.
  4. Fill in the fields on the form.
    Table 1. Facilities request task
    Field Description
    Number Auto-generated identification number for the task.
    Parent Facilities request that this task is associated with.
    Cloned from Record number of the task this task was cloned from, if any.
    Priority How important this task is.
    Location Geographical area where the work needs to be done. The location is critical for determining the staff member who is assigned to the task.
    Skills Abilities necessary to execute the task. The ServiceNow system automatically completes the Skills field based on the selection in the Affected CI field on the associated request. If you change the affected CI on the request, the system adds any skills required by the new CI to the skills already listed here.
    Under warranty Indicator of an existing warranty for one or more configuration items associated with the task. Qualifiers can select and clear this option.
    State Current state of the task, such as Accepted or Closed Complete. The ServiceNow advances the state automatically as users complete the work for each successive state.
    Dispatch Group Group that can select a staff member to complete the task. If no dispatch groups exist for the location, all dispatch groups are listed for assignment of the tasks.
    Assignment group Group from which an individual facilities staff member should be selected to complete the task. The lookup list shows only the assignment groups associated with the selected Location. If the Assignment Group field is empty, the system searches for the group covering the territory that includes the location of the task.
    Assigned to Individual staff members who should complete the task, selected from the Assignment group. If you defined skills and assigned them to staff members, the Assigned to field lookup list shows only those staff members in the assignment group who have all the Skills required. If no exact match of skills is found, the lookup list shows all assignment group members.
    Short description Brief explanation of the task.
    Description Exact technical description of the unit of work to be performed. Qualifiers should provide as much detail about the problem as possible to avoid extra communication with the caller in later stages of the request.
    Work notes Information about the task as it progresses through each state. Work notes are not visible to customers.
    Planned Section
    Window start Start of the time window established for this task. Auto-routing and auto-dispatch use this time when calculating the facilities staff member's daily schedule.
    Window end End of the time window established for this task. The elapsed time of the window cannot exceed the value in the Estimated work duration field. Auto-routing and auto-dispatch use this time when calculating the staff member's daily schedule.
    Scheduled travel start Date and time when the facilities staff member expects to travel to the site. The travel start time is set to the beginning of the next hour. For example, if you save the task record at 9:35 AM, the scheduled travel start is automatically set to 10:00 AM. When the task reaches the Pending Dispatch stage, the default value can be edited. A staff member cannot be scheduled for two tasks at the same time. If a specified time is already allocated to another task, an error message is displayed.

    This field is required when the task is assigned or when the state is Assigned, Accepted, Pending Dispatch, or Work In Progress.

    Scheduled start Date and time that work on the task is expected to begin. IThe scheduled start time is set automatically to one hour after the scheduled travel start time. For example, if Scheduled travel start is 10:00 AM, the Scheduled start time is set to 11:00 AM. When the task reaches the Pending Dispatch stage, the default value can be edited. A staff member cannot be scheduled for two tasks at the same time. If a specified time is already allocated to another task, an error message is displayed.

    This field is required when the task is assigned or when the state is Assigned, Accepted, Pending Dispatch, or Work In Progress.

    Estimated end [Read-only] Date on which work on the task will end. The date is automatically calculated based on the Scheduled start and Estimated work duration.
    Is fixed window Indicator of a fixed service window that cannot be shortened or extended to accommodate other tasks in a staff member's daily schedule. If this checkbox is not selected, the service window is considered flexible. A flexible task window can be rescheduled by auto-routing and auto-dispatch, but a fixed window cannot. If a fixed window task does not fit into the staff member's schedule, the task is not routed or dispatched.
    Estimated travel duration Estimated amount of time to be spent traveling to the site. A time of one hour is set by default. When the task reaches the Pending Dispatch stage, the default value can be edited.
    Estimated work duration Estimated amount of work time. One hour is set by default. The default value can be edited during the Draft or Pending Dispatch stage. The estimated work duration cannot exceed the total time of the window, if one is defined for this task.
    Actual Section
    Actual travel start Date and time staff member traveled to the site.
    Actual work start Time when work began. This field is not available until Actual travel start time is added manually or the Start Travel button is clicked.
    Actual work end Time when work on the task was completed.
    Actual travel duration [Read-only] Amount of time spent traveling to the site. This value is automatically calculated based on the Actual travel start and Actual work start times.
    Actual duration [Read-only] Total amount of time spent traveling to the site and completing the task. This value is automatically calculated based on the Actual travel start and Actual work end times.
    Note: The workflow appears at the top of the form, with the completed states shown in green.
  5. Click Update.