Create a work order task

Create a work order task from a work order.

Before you begin

Role required: wm_qualifier or qualifier combination role

Procedure

  1. Open a work order.
  2. Click the Work Order Tasks related list and then click New.
    Note: If Approvals in Work Management > Administration > Configuration is turned on, the New button in the Work Order Tasks related list will not appear until the order has been Approved. Also, if you are attempting to create a work order task using a template, the task will not be created until the work order has been Approved.
  3. Fill in the fields on the Work Order Task form, as appropriate.
    Table 1. Work management task form fields
    Field Description
    Number Auto-generated identification number for the task.
    Parent Work order this task is assigned to.
    Cloned from Record number of the work order task this task was cloned from, if any.
    Priority Priority of this task.
    Location Geographical area where the work needs to be done. The location is critical for determining the agent assigned to the task.
    Skills Abilities necessary to execute the task. ServiceNow automatically completes the Skills field based on the selection in the Affected CI field on the associated work order. If you change the affected CI on the work order, 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. ServiceNow advances the state automatically as users complete the work for each successive state.
    Dispatch Group Group that can select an agent to complete the task. By default, a work management property is enabled to limit the dispatch groups that you can select to those groups that belong to the location that you selected. 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 agent or vendor 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 agent or vendor who should complete the task, selected from the Assignment group. If you have defined skills and assigned them to agents, the Assigned to field lookup list shows only those agents 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. If an assignment group of type Vendor is selected, this field defaults to the vendor manager assigned to the selected vendor group. If the vendor group does not have a manager, the Assigned to field is left blank.
    Assigned vendor Individual vendor who should complete the task, selected from the Assignment group. This field displays only when an assignment group of type Vendor is selected.
    Vendor reference A reference number for tracking the selected vendor's work activities. This field displays only when an assignment group of type Vendor is selected.
    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 work order life cycle.
    Work notes Information about the task as it progresses through each state. Work notes are not visible to customers.
    Planned
    Window start Start of the time window established for this task. Auto-routing and auto-dispatch use this time when calculating the agent's daily schedule. For additional information, see Task Windows.
    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 agent's daily schedule. For additional information, see Task Windows.
    Scheduled travel start

    Date and time when the agent expects to travel to the site. In versions at Eureka or later, the travel start time is automatically set to one hour from the current time. In versions prior to Eureka, the travel start time is set to the beginning of the next hour. For example, if you save the Work Order Task record at 9:35 am, the scheduled travel start is automatically set to 10:00am. When the task reaches the Pending Dispatch stage, the default value can be edited. An agent 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.
    • The scheduled start date is pre-filled with the date calculated by subtracting the number of days entered in the Lead Time field for the maintenance schedule from the Required Due by date for the work order.

    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 an agent'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-assignment, but a fixed window cannot. If a fixed window task does not fit into the agent'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
    Actual travel start Date and time agent 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 Amount of time spent traveling to the site.
    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 work start and Actual work end times.
    Related Lists
    Task SLA SLAs associated with the parent work order.
    Work Order Task Affected CIs Configuration items (CIs) associated with the task.
    Part Requirements Part requirements associated with the task.
    Transfer Orders Orders for transferring the necessary parts between stockrooms for this task.
    Asset Usages Records indicating if the parts requested for this task were used, not used, or removed because they were defective.
    Depends on Upstream dependencies associated with the task.
    Dependents Downstream dependencies associated with the task.
    Incidentals Incidental expenses associated with this task.