Update to ServiceNow Incident Management - Incident Tasks

On January 9, 2025, a minor update will be deployed to the Incident Management process in ServiceNow, updating the Incident Task table to the out of box table. As a result, the custom Incident Task table will no longer be used. 

What is changing and who will be affected 

Any fulfiller or workspace agent that creates or is assigned Incident Tasks from Incidents in ServiceNow is impacted.  

  • When creating a new Incident Task on the Incident record, the Incident Task will now be located on the out of box table and use the INCT prefix.  (The way you create the Incident task will not change). 
  • The left-hand navigator in the fulfiller view and Incident Task List options in the Agent Workspace view will now point to the new out of box Incident Task table and no longer point to the custom table. 
  • Favorites created by fulfillers or custom lists (My Lists) in Agent Workspace will not be updated and will point to the old custom table. They will need to be updated (or renamed if you want to keep them and new favorites or lists will need to be created). 

Viewing legacy Incident Tasks  

Active Incident Tasks on the custom table that are assigned to you will remain active and any closed out tasks can be found under the “Incident Tasks (Legacy)” tab on the incident record in the fulfiller view. Agent workspace users can access active Legacy Incident Tasks. 

If you have created a favorite or custom list, that favorite/custom list will still point to the custom Incident Task table. You can use this favorite/custom list to view your legacy Incident Tasks. 

  • If you did not create a favorite, you can use this link to access them (active and closed). 
  • If you did not create a custom list under My List in Agent Workspace, you can use this link to access them (active and closed). 

Dashboards and reports 

Reports will need to be updated to use the out of box table and not the custom Incident Task table (if you are specifically looking at the Incident Task table. If you are using the Task table, you should be fine). 

If you see an issue or need support, open a Generic Request and choose ServiceNow Support as the Business Service/Application.