ServiceNow task workflow
If your organization has enabled the ServiceNow integration, the workflow for a task is as follows.
Note
Task status names in Hyperproof do not match the task status names in ServiceNow. The statuses are mapped to each other during the initial configuration for the integration. See Mapping Hyperproof and ServiceNow task statuses.
A task is created and assigned, and then linked to ServiceNow
When a task is created in Hyperproof, the person creating the task has the option to link the task to their organization's ServiceNow instance. The task assignee then works on the task in ServiceNow. If the assignee has questions, they can leave a comment on the ServiceNow task. Their comments are synced to Hyperproof where the task creator can view them in the Activity Feed for the task and respond. If the task creator adds a response to the Activity Feed, the response is synced to ServiceNow.
The assignee works on the task and attaches proof in ServiceNow
When the task assignee feels that the task is complete, they attach proof to the ServiceNow task and mark it as Done by changing the ServiceNow task status to one of the Completed statuses in the status map. This changes the task's status in Hyperproof to Submitted indicating that the task assignee believes the work is done and the task creator can now review and verify the task. The proof attached to the ServiceNow task is automatically synced into the Hyperproof task for easy verification by the task creator.
The proof is reviewed and the task is closed
If the proof is sufficient, the task creator closes the Hyperproof task, which causes the proof to be added to the Proof tab on the task's target object. For example, if the task is linked to a control, the proof is available on that control's Proof tab.
Note
Once a task status is set to Closed or Canceled in Hyperproof, data synchronization is suspended. Any additional changes to either the Hyperproof task or the ServiceNow will not be synchronized unless the Hyperproof task status is set back to To do or In progress.
If the proof is not sufficient, the task creator changes the Hyperproof task's status back to In progress, which then changes the linked ServiceNow task's status to the first ServiceNow In progress state listed in the status map. The assignee is then sent an alert indicating that they have more work to do.
At any point, if the task creator realizes that they don't need the task to be done, they can cancel it. This changes the ServiceNow task's status to the first ServiceNow status listed under the Completed statuses in the status map.