thanks for taking the time to watch this implementation insight about request task types how different task types relate to each other is one of the most popular questions asked by customers within engagements in our community and this video aims to explain how you can make the most out of request management by using these task types effectively in this implementation Insight session we are going to cover the different types of request tasks and how they are used we'll start off by looking at the task table and the difference between core tables and extended tables and then we'll cover the function of the individual task types within request management before we cover request task types we will briefly cover the role of the task table Within servicenow the task table is the base table for any task type activities and records in the platform the task table is used across all areas and workflows including technology workflows and by extension itsm and request management the task table contains core fields that apply to all task types whether that be request management customer service task management project management or hundreds of other task type records in the platform when implementing new capabilities within servicenow we extend the task table with additional fields that are used for that use case so in this example incident requires Fields such as priority configuration item and channel these don't apply to all task use cases so we extend the task table and create new Fields just for incident the fields can relate to other values within the platform within the core and extended tables elsewhere this creates a very flexible platform and reduces the duplication of fields across the platform many common tables are extended from the task table and this includes incident problem request and request item a task represents a unit of work within the platform and a new extension of the task table can be created for additional use cases although from a technical perspective all the request tasks are extended from the task table from a process perspective it can be useful to look at them as a hierarchy let's look at an analogy of a supermarket providing groceries request tasks can be seen as behind the scenes work items the supermarket sources vegetables from A supplier for example purchasing and delivery of the goods to the store and this process is not and does not need to be directly visible to the customer but is important in getting the items on the shelves requested items are the individual products on the shelves each unit is an item of stock that can be placed in a card in any one store at any one time there could be thousands of requested items on the shelves to get your intended outcome cooking a meal you place multiple requested items in your cart this means you can keep all of the items in one place and I only have to make one transaction with one receipt this is much easier than having to check out with one item at a time with a different receipt this also allows us to ask questions once for example delivery address or loyalty card number this saves the customer time and makes the journey more efficient with servicenow's request hierarchy we create a supermarket style experience similar to what you would see in a top online retailer to provide a similar experience to shopping in a store let's look at how this would work for a new employee at your organization who needs several items to get started in this example we have a request for a new hire this req provides a single reference for the employee where they can see the status of all of the sub items or request items attached to this request within this there are a number of request tasks required in order to fulfill the overall request each task is logical to the customer but may need multiple fulfiller groups to complete we can use request tasks to distribute one or more tasks to individual teams let's zoom in on one request task to create all of the Network accounts the infrastructure team needs to complete one task and the finance team the other once both tasks have been completed by their respective teams the parent request task is updated too in the same way when all of the request items are completed the parent request record can be closed here I am in my employee service portal I want to make a series of requests so I press request something here I'm greeted with the service catalog with a list of requests you may be using employee Center which will look a little different I'm selecting a new monitor and adding it to my cart the card experience replicates what I would find when shopping online outside of work I'm returning to the service catalog as I need something else I go ahead and click on the item to view the catalog item form I'm going to add this item to my card as well I'm going to return to the catalog once more to order another item and complete the required form fields and add this item to my cart now when I click on the cart icon in the menu bar each item is listed as a separate request item again this mirrors the experience I would have had shopping online with a retailer I can view the contents of my cart in a full page view as well here I have some really cool features I can change the quantity of my requests useful for physical item fulfillment and I can also save these items as a bundle if I need to order this combination regularly I cannot do this if card functionality isn't enabled in the portal I'm going to proceed to checkout now note that I only have to enter information like delivery address and special instructions once each time a checkup if I ordered each item individually I would have to do this for every item my order is summarized for me on this page note that at the top I have one request number that I can use for reference this will link to each request item in the list now if I navigate within the UI to the request I just logged I can see the parent request and the request items that are included within it I can look at the status of each request item in the list view without navigating into it as a technology employee I can see that the customer ordered all of these items at the same time if I do want to drill into the record however I can see all of the information relating to the record I can also see all of the request tasks required to fulfill that request item remember that the request task view is only visible to those using the UI or workspaces the customer will not see this level only the status at the request item level let's switch to the customer view within the portal I can see a list of every request I have logged the req creates a logical folder which I can relate back to a specific day or time I placed an order it also reduces the number of requests I see in my history making it easier to locate what I want I can click on any of these requests to see the request items and check what status they are at so in summary we have covered all request task types are an extension of the task table req ritm and SC task allow for complex assignment of tasks the roll-up of information and statuses within the hierarchy creates a cleaner user experience here are some actionable tips to help you maximize success with request management through task types make sure to use the card functionality within service portals to provide requesters with an experience they will be familiar with when using other online services consider the task structure when building out requests any items at the ritm level should be logical to the customer that is something they would expect a request as C tasks should be used for the non-customer facing components of a request take advantage of our latest employee Center portal to provide a Best in Class up-to-date request catalog integrated with other key items such as knowledge articles and contexts that resonate with employees for more content like this please visit the servicenow leading practices team at servicenow.com now create [Music]