ServiceNow Incident: Check for Task Updates and Completion
When you create and assign an Incident Task to another Assignment Group, you will want to track the progress of that Incident Task. There are several ways to do that:
Use the ITSK and Incident Homepage
Follow the progress through your email notifications
Read the Incident history
Note: When you create and assign a Task, make sure to change the associated Incident State to Pending Specialist.
Using the ITSK and Incident Homepage
Go to your ITSK and Incident homepage.
Scroll down to the My Open Incidents list.
If the status is still Pending Specialist, the Incident Task has not been updated.
If the status is Work in Progress, the specialist has either updated or closed the task.
Read the WorkNotes from the Incident Task in the Incident ticket Activity list.
Update the customer as needed and resolve the Incident when all work has been completed.
Receiving Task update notifications
By default, the Incident owner (the person in the Assigned To field) will receive email notifications whenever a related Incident Task is updated. This happens because all Task updates are added to its Master Incident work notes.