Service Now Billing Codes and Task Types
Catalog Task
Section titled “Catalog Task”Catalog Tasks are specific work items triggered by a user request, such as provisioning access, requesting information, or performing routine service actions. They are typically straightforward, repeatable tasks that follow established procedures.
| Bucket | Code Name | Code |
|---|---|---|
| ODB Client Support | Internal Requests | PRJTASK0079919 |
| Capacity - SBC - BASIC | Internal Requests | PRJTASK0010109 |
Incident
Section titled “Incident”Incidents are records of unexpected disruptions, outages, or issues affecting services, systems, or users. They are used to track, manage, and resolve problems quickly to restore normal operations. If the resolution requires code or flow changes, the incident is closed and a Defect is created.
| Bucket | Code Name | Code |
|---|---|---|
| ODB Client Support | Service Management | PRJTASK0079919 |
| Capacity - SBC - BASIC | Maintenance / Service Management | PRJTASK0010109 |
Defect
Section titled “Defect”Defects are errors or bugs in code, call flows, or other system entities that require development work and testing to resolve. Defects are created when an issue is identified that cannot be fixed through standard support or incident management and needs engineering intervention.
| Bucket | Code Name | Code |
|---|---|---|
| ODB Client Support | Service Management | PRJTASK0079919 |
| Capacity - SBC - BASIC | Maintenance / Service Management | PRJTASK0010109 |
Enhancement
Section titled “Enhancement”Enhancements are requests for improvements, new features, or changes to existing systems for clients covered under our support model. They are created via the service catalog and document what needs to be delivered. Not all enhancements will have an associated Story, but they track work that adds value beyond defect resolution.
| Bucket | Code Name | Code |
|---|---|---|
| ODB Client Support | Internal Requests | PRJTASK0079934 |
| Capacity - SBC - BASIC | Internal Requests | PRJTASK0010101 |
Epics are large bodies of work that support a project, change order, or proof of concept (POC). They are created by the PMO, Product Owner, Director, or Account Manager and document major deliverables, milestones, and objectives. Epics are typically broken down into smaller tasks or stories for execution.
Soultions Administration Codes
Section titled “Soultions Administration Codes”| Code / Component | Description | Example Activities |
|---|---|---|
| PRJTASK0080114 – Solution Development and Portfolio Strategy | Strategic planning, architecture, and capability development. | • Design CCaaS architecture (Genesys Cloud, AWS Connect) • Draft purposed SBC diagrams and capability documentation • Plan integrations with Shelf and SuccessKPI • Participate in certification planning • Review reporting pipelines from Genesys A3S to Power BI |
| PRJTASK0080070 – General Administration | Routine internal tasks and coordination. | • Submit timesheets and TRAX entries • Attend standups and internal meetings • Set up Loop workspaces and manage invites • Coordinate Shelf content updates • Handle general internal communications |
| PRJTASK0080110 – Efficiency and Growth | Process improvement and scaling efforts. | • Implement CI/CD pipelines and Infrastructure as Code (AWS Connect) • Optimize Genesys flows and AI Studio • Improve CCaaS tool sets • Streamline Shelf article delivery • Enhance Genesys A3S data modeling • POCs / Prototype Shelf integrations • Non org-specific team documentation |
| PRJTASK0080076 – Emergent Growth | Exploratory or pre-project initiatives. | • Support pre-sales or opportunity scoping • Client Demos • Test outbound SMS campaigns and ID verification flows • Draft early-stage documentation for SuccessKPI or A3S reporting |
| Project Codes or CO Codes | Client-specific work tied to defined projects or change orders. | • Deliver epics directed by PMO or business leads • Build and test Genesys flows • Configure SuccessKPI dashboards • Deploy Shelf knowledge bases • Support UAT, porting, and client-specific reporting |
Cases are records in ServiceNow used to track, manage, and resolve client requests, issues, or service needs that do not fall under incidents, defects, or enhancements. They typically involve support, troubleshooting, or general service activities and are essential for documenting work performed for clients.
Clients using the Case process:
- The Coporation of the City of Timmins
- Service BC
- ICC (Internal Contact Centre)
- SDO/IPS (Service Delivery Office / In-Person Services)
Recording Time for a Case in CSM
Section titled “Recording Time for a Case in CSM”- Open the Case in CSM.
- Select the appropriate Project and Task for the Case.
- Enter ‘Time Worked’ against the Case.
- The entered time will auto-populate your time sheet with the correct project/task.
- If you are unable to submit your time sheet due to missing Resource Plan (RP), request a new RP using the ITSM catalog item ‘user request to have a new resource plan’.
- Manually adjust any auto-populated time in your time sheet if needed.
Manual Billing Codes
Section titled “Manual Billing Codes”| Client | Team / Support Area | Description | Code |
|---|---|---|---|
| Service BC | Voice Team | CO 174 Genesys Support Services | PRJTASK0078078 |
| The Corporation of the City of Timmins | Application Management Support | Timmins Ongoing Support | PRJTASK0090160 |