Overview

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Task table is the core table for numerous other tables within ServiceNow. All tickets that require an agent action extend from task. Because of it being central to all ticket types, it has less specific information on each ticket. It is best to report on task when you want an overview of activity.

The word 'task' has a complicated relationship with ServiceNow. At the bottom of the agent view of cases, you have a 'Task' tab that create a new task. This is a Case Task, which is sn_customerservice_task table. In addition, forms / catalog items can create tasks, those are Catalog Tasks on the sc_task table. Generally, when we say Task, we mean the task table, and when we want to reference the others, we say Catalog or Case specifically.

Task Table Fields

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Display Name	Label	Element	Field Type	Reference	Max Length	Reporting Notes
Updated	Updated	sys_updated_on	Date/Time		40
Created by	Created by	sys_created_by	String		40
Updates	Updates	sys_mod_count	Integer		40
Created	Created	sys_created_on	Date/Time		40
Updated by	Updated by	sys_updated_by	String		40
_Never Displayed	Sys ID	sys_id	Sys ID (GUID)		32
Action status	Action status	action_status	Integer		40	A detailed explanation of this will be forthcoming - py 9/20/20
Active	Active	active	True/False		40	Is the case active? If false then case is closed. Is true, will show any ticket not closed. This includes Open, New, Solution Proposed, or Awaiting Customer Action.
Activity due	Activity due	activity_due	Due Date		40
Actual end	Actual end	work_end	Date/Time		40	Unused
Actual start	Actual start	work_start	Date/Time		40	Unused
Additional assignee list	Additional assignee list	additional_assignee_list	List	User	4,000	Any agent who updates the ticket will get added to this list.
Additional comments	Additional comments	comments	Journal Input		4,000
After Hours Work Done	After Hours Work Done	u_after_hours_work_done	True/False		40
Agile story	Agile story	agile_story	Reference	Story	32
Approval	Approval	approval	String		40
Approval history	Approval history	approval_history	Journal		4,000
Approval set	Approval set	approval_set	Date/Time		40
Asset	Asset	u_asset	Reference	Asset	32
Assigned to	Assigned to	assigned_to	Reference	User	32	The person who is handling the case. Will be a full name.
Assignment group	Assignment group	assignment_group	Reference	Group	32	The group is the case assigned to.
Best time to contact	Best time to contact	u_best_time_to_contact	String		40
Business duration	Business duration	business_duration	Duration		40	How long the case too to resolve, based on business hours of 8-4:30pm M-F.  This gets calculated When state changes from New or Open to Awaiting Customer Action, Solution Proposed, Closed, or Cancelled. If a proposed solution is rejected, it will stay as the old value until a new solution is proposed or the case is closed. 1 day displayed is 24 hours, which is three 8 hour days - so when it displays 1day, the business duration is 3 business days.
Called on behalf	Called on behalf	u_called_on_behalf	Reference	User	32
Close notes	Close notes	close_notes	String		4,000
Closed	Closed	closed_at	Date/Time		40	Date and time the case was closed. Closed is final, whereas a Resolved ticket can be reopened.
Closed by	Closed by	closed_by	Reference	User	32	The agent who was assigned the case when it was closed, field will be bank if the case was unassigned
Closure Counter	Closure Counter	u_closure_counter	Integer		40	Will always be 0. This field isn't relevant to our current configuration.
Comments and Work notes	Comments and Work notes	comments_and_work_notes	Journal List		4,000
Company	Company	company	Reference	Company	32
Computer	Computer	u_computer	String		100
Configuration item	Configuration item	cmdb_ci	Reference	Configuration Item	32
Contact type	Contact type	contact_type	String		40
Contract	Contract	contract	Reference	Contract	32
Correlation display	Correlation display	correlation_display	String		100
Correlation ID	Correlation ID	correlation_id	String		100
Customer - Non AD	Customer - Non AD	u_customer_non_ad	String		100	This field isn't relevant to our current configuration.
Default Assignment Group	Default Assignment Group	u_default_assignment_group	Reference	Group	32
Delivery plan	Delivery plan	delivery_plan	Reference	Execution Plan	32
Delivery task	Delivery task	delivery_task	Reference	Execution Plan Task	32
Department	Department	u_department	Reference	Department	32	Requestor's department as ServiceNow understands it. When requests are submitted, this gets filled out.
Description	Description	description	String		4,000	Body of the case entered by the person who created/submitted the case
DO NOT USE - Category Pre Copy	DO NOT USE - Category Pre Copy	u_category	String		255
DO NOT USE - Sub-subcategory (Pre-Copy)	DO NOT USE - Sub-subcategory (Pre-Copy)	u_sub_subcategory	String		255
DO NOT USE - Subcategory (Pre-Copy)	DO NOT USE - Subcategory (Pre-Copy)	u_subcategory	String		255
Domain	Domain	sys_domain	Domain ID		32
Domain Path	Domain Path	sys_domain_path	Domain Path		255
Due date	Due date	due_date	Date/Time		40	This field isn't relevant to our current configuration.
Due Date Change Counter	Due Date Change Counter	u_due_date_change_counter	Integer		40
Duration	Duration	calendar_duration	Duration		40	Total calendar duration, in total hours of the case. This gets calculated When state changes from New or Open to Awaiting Customer Action, Solution Proposed, Closed, or Cancelled. If a proposed solution is rejected, it will stay as the old value until a new solution is proposed or the case is closed.
Escalation	Escalation	escalation	Integer		40	This field isn't relevant to our current configuration.
Expected start	Expected start	expected_start	Date/Time		40
External Watch List (Customer-Facing Updates Only)	External Watch List (Customer-Facing Updates Only)	watch_list	List	User	4,000
Follow up	Follow up	follow_up	Date/Time		40	This field isn't relevant to our current configuration.
Group list	Group list	group_list	List	Group	4,000
Impact	Impact	impact	Integer		40	If the task type is Case, and the Case type is Incident, this field will be populated with a value 1-4, 1 being the highest impact.
Internal Watch List (All Updates)	Internal Watch List (All Updates)	work_notes_list	List	User	4,000	Watchers of the ticket.
Knowledge	Knowledge	knowledge	True/False		40
Location	Location	location	Reference	Location	32
Made SLA	Made SLA	made_sla	True/False		40	ServiceNow currently only has SLAs on Cases. This will be true / false depending on if the SLA was made. Please see Case Types and SLAs  for details.
Misrouted Ticket	Misrouted Ticket	u_misrouted_ticket	True/False		40
Misrouted Ticket Counter	Misrouted Ticket Counter	u_misrouted_ticket_counter	Integer		40
Misrouted Ticket Date	Misrouted Ticket Date	u_misrouted_ticket_date	Date/Time		40
Needs attention	Needs attention	needs_attention	True/False		40	A detailed explanation of this will be forthcoming - py 9/20/20
Number	Number	number	String		40	Unique Identifier for Task Type. This will have a varying prefix depending on the Task Type.
Opened	Opened	opened_at	Date/Time		40	Date and time the item was opened. For portal submissions, this would be when the customer clicks the link to begin the submission process.
Opened by	Opened by	opened_by	Reference	User	32	Who opened the case. Can be different than the customer.
Order	Order	order	Integer		40
Parent	Parent	parent	Reference	Task	32
Payroll Title	Payroll Title	u_payroll_title	String		100
PCI	PCI	u_pci	True/False		40
Portal form	Portal form	u_record_producer	Reference	Catalog Item	32	If this ticket was submitted via the web portal, this will reflect which Catalog Item the customer was on.
Portal Update	Portal Update	u_portal_update	True/False		40
Priority	Priority	priority	Integer		40	Priority level of the case. Default is 3. Can be 1-4.
Reassignment count	Reassignment count	reassignment_count	Integer		40	How many times the ticket has moved Assignment Groups.
Rejection goto	Rejection goto	rejection_goto	Reference	Task	32
Reporting Options	Reporting Options	u_reporting_options	String		255
Requires Fulfiller Action	Requires Fulfiller Action	u_requires_fulfiller_action	True/False		40	Is there action that needs to be taken by the agent? If true, will show any ticket that is waiting on an agent to take action. This includes only Open or New cases. It does not include Solution Proposed or Awaiting Customer Action.
Responded	Responded	u_responded	True/False		40
Service	Service	business_service	Reference	Business Service	32	The Service of the case.
Service offering	Service offering	service_offering	Reference	Service Offering	32	Service Offerings are unique across the system. Each are set up to auto-route the case to the first tier assignment group.
Short description	Short description	short_description	String		1,000	The 'subject' field of the ticket.
Skills	Skills	skills	List	Skill	4,000
SLA due	SLA due	sla_due	Due Date		40
Staff Email	Staff Email	u_staff_email	String		100
Status	Status	state	Integer		40	The current status of the case.
Suite / Cubicle #	u_suite_cubicle	u_suite_cubicle	String		100
Survey Closure Counter	Survey Closure Counter	u_survey_closure_counter	Integer		40
task			Collection		40
Task Category	Task Category	u_task_category	String		255	Legacy field from previous ServiceNow configuration. Will be blank for most new tickets.
Task Customer	Task Customer	u_customer	Reference	User	32	Custom field that pulls customer information from Task table. This allows for single reporting across multiple task types. So you can find all cases, requests, and incidents from a customer with one search.
Task Sub-subcategory	Task Sub-subcategory	u_task_sub_subcategory	String		255
Task Subcategory	Task Subcategory	u_task_subcategory	String		255
Task type	Task type	sys_class_name	System Class Name		80	The type of ticket. Options include but are not limited to Case, Request Items, Requests, Incidents, Problems, Changes, Approvals, Catalog Tasks, and Case Tasks.
Team	Team	u_team	String		100
Time worked	Time worked	time_worked	Timer		40
Timekeeper Code	Timekeeper Code	u_timekeeper_code	String		100
Upon approval	Upon approval	upon_approval	String		40
Upon reject	Upon reject	upon_reject	String		40
Urgency	Urgency	urgency	Integer		40	Some tickets, including Cases of Incident types and Change Requests will have urgency. The value will be 1-4 with 1 being the most urgent.
User input	User input	user_input	User Input		4,000
Variables	Variables	variables	Variables		40
Walk-In	Walk-In	u_walk_in	Choice		40
Work notes	Work notes	work_notes	Journal Input		4,000
Workflow activity	Workflow activity	wf_activity	Reference	Workflow Activity	32
Working Title	Working Title	u_working_title	String		100