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Mastering ServiceNow - Second Edition by Martin Wood

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Summary

This long chapter moved away from the foundations of ServiceNow and dealt with understanding how you can get work done in ServiceNow in more detail. The Task table is the basis of most applications-it provides the single place that all tickets are stored in. Over 60 fields have already been created, with logic built around them. This means reporting is much easier, consistency is improved, and implementation time is reduced.

The Graphical Workflow can control any table but is especially useful for Tasks. It provides a drag-and-drop interface, allowing you to chain activities together. It is integrated into the SLA system and is the best way to deal with approvals. Users and groups can be asked for their opinion, which the workflow can then ...

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