After the dispatcher dispatches work order tasks, the ServiceNow system automatically sends the
tasks to the assigned agent's queue.
The agent has the option to accept or reject the work order task. If the agent accepts the
task, the task
automatically changes to Accepted. If the agent who accepts assignment of
a work order task does not yet have a personal stockroom, the system creates a personal stockroom
automatically with the name Personal stockroom - <first and last name of
agent>. If the wm_agent role is ever removed from the user, the personal stockroom
The examples in this page illustrate the use of tasks with work orders; however, tasks can be
used with any
Service Management application
. The ServiceNow
system provides an agent with
these methods for managing work order tasks:
task map: The agent task map displays an agent's location and the location of
that agent's tasks for the day in a familiar Google Map. The agent map is available when
the Service Management Geolocation plugin (com.snc.service_management.geolocation) is
active. This map allows for the general scheduling of tasks and provides estimates of an
agent's location. Precise agent locations and some automatic features are available when
your organization purchases a Google
Maps API for Business key and enters it into the system.
queue: It the task map is not available, an agent can manage assigned tasks and their
schedule directly from a queue accessed from the application navigator.