Service Now Billing Codes and Task Types
ServiceNow Billing Codes & Task Types
Section titled “ServiceNow Billing Codes & Task Types”CESO - Customer Experience & Solution Ops
Owner: Erikk Isfeld, Manager - Contact Centre as a Service
Last updated: May 2026
This reference helps the team match weekly work to the correct ServiceNow project task. Use the Quick Pick to find the right code in seconds. Use the Bucket Reference for the full list, and the Task Type Definitions when you need to decide whether something is an Incident, a Defect, an Enhancement, or a Case.
Weekly Time Entry Checklist
Section titled “Weekly Time Entry Checklist”Before you log off Friday:
- Open every ticket you touched this week in ServiceNow and enter Time Worked there. This auto-populates your timesheet with the correct project/task.
- For non-ticket time (meetings, admin, strategy, demos, pre-sales), pick the right CESO or Business Development code manually using this guide.
- If you cannot submit your timesheet because of a missing Resource Plan, request one through the ITSM catalog item “User request to have a new resource plan” before Friday - do not wait until Monday.
- Manually adjust any auto-populated entries that are wrong before submitting.
Quick Pick by Activity
Section titled “Quick Pick by Activity”Find the row that matches what you actually did, then use the code on the right.
| What I did | Where it goes | Code |
|---|---|---|
| I fixed a bug or restored service for an ODB client | ODB Client Support / Service Management | PRJTASK0079919 |
| I built or delivered a catalog request for an ODB client | ODB Client Support / Internal Requests | PRJTASK0079934 |
| I worked an FEC incident or defect | FEC Internal Support / Service Management | PRJTASK0118560 |
| I delivered a catalog request or enhancement for FEC | FEC Internal Support / Internal Request | PRJTASK0118565 |
| I worked an MCSD incident or defect | MCSD Internal Support / Service Management | PRJTASK0118537 |
| I delivered a catalog request for MCSD | MCSD Internal Support / Internal Request | PRJTASK0118551 |
| I worked a Capacity-SBC incident, defect, or maintenance item | Capacity-SBC / Maintenance / Service Management | PRJTASK0104775 |
| I built or delivered a catalog request for Capacity-SBC | Capacity-SBC / Internal Requests | PRJTASK0010101 |
| I worked on Shelf content, integrations, or article delivery | Shared Services / Shelf | PRJTASK0118608 |
| I worked on Business Intelligence (Power BI, A3S reporting, dashboards) | Shared Services / Business Intelligence | PRJTASK0118612 |
| I worked on the ServiceNow platform itself | Shared Services / ServiceNow | PRJTASK0118604 |
| I worked a Service BC Voice ticket (CO 174) | CO 174 Genesys Support Services / Voice Team | PRJTASK0078075 |
| I performed Service Delivery Manager duties for Service BC | CO 174 Genesys Support Services / Service Delivery Mgr | PRJTASK0078078 |
| I supported Timmins (City of Timmins ongoing support) | Timmins Ongoing Support / Application Mgmt Support | PRJTASK0090160 |
| I worked on the NGSD Phase 2 project - build or working sessions | Next Gen Service Desk - Phase 2 / Build / Meetings | PRJTASK0124234 |
| I worked on the NGSD Phase 2 project - UAT or testing | Next Gen Service Desk - Phase 2 / UAT / Meetings | PRJTASK0124225 |
| I worked on ESDC WP-02 KM Solution Development | ESDC WP-02 / 01 KM Solution Development | PRJTASK0119617 |
| I worked on ESDC WP-02 AI Enablement | ESDC WP-02 / 02 AI Enablement | PRJTASK0119623 |
| I worked on ESDC WP-01 Business Readiness & Design | ESDC WP-01 / see WP-01 sub-tasks | see table |
| I worked on the SOW-001 Bell engagement | SOW-001 ESDC Business Analysis / Fujitsu (Bell) | PRJTASK0109151 |
| I worked on a pre-sales / business development opportunity (named prospect) | Business Development Opportunities | see table |
| I attended a standup, internal meeting, did timesheets/TRAX, internal email | Admin - CESO / Operations | PRJTASK0010266 |
| I completed mandatory or compliance training (HR, security awareness, corporate courses) | Admin - CESO / Operations | PRJTASK0010266 |
| I did self-directed learning to stay current in my existing role (reading docs, tutorials, refreshers) | Admin - CESO / Operations | PRJTASK0010266 |
| I onboarded a new hire or shadowed someone for cross-training | Admin - CESO / Operations | PRJTASK0010266 |
| I designed future-state CCaaS architecture or capability roadmaps | Admin - CESO / Solution Development & Portfolio Strategy | PRJTASK0122697 |
| I studied for or wrote a certification exam tied to our CCaaS roadmap (Genesys, AWS, etc.) | Admin - CESO / Solution Development & Portfolio Strategy | PRJTASK0122697 |
| I attended a training session, workshop, or conference to build new team capabilities | Admin - CESO / Solution Development & Portfolio Strategy | PRJTASK0122697 |
| I improved how we deliver today (CI/CD, flow optimization, internal POCs) | Admin - CESO / Efficiency and Growth | PRJTASK0122665 |
| I built a reusable internal tool, template, or runbook for the team | Admin - CESO / Efficiency and Growth | PRJTASK0122665 |
| I did exploratory work or demos with no project code yet | Admin - CESO / Emergent Growth | PRJTASK0122687 |
Bucket Reference
Section titled “Bucket Reference”Full code list, organized the way ServiceNow groups them. When you pick a bucket in the project task dropdown, all the tasks listed under it here will be your options.
Client Support Buckets
Section titled “Client Support Buckets”ODB Client Support
Section titled “ODB Client Support”| Task | Code | Use for |
|---|---|---|
| Service Management | PRJTASK0079919 | Incidents and defects affecting ODB clients. |
| Internal Requests | PRJTASK0079934 | Catalog tasks and enhancements requested by ODB clients. |
FEC Internal Support
Section titled “FEC Internal Support”| Task | Code | Use for |
|---|---|---|
| Service Management | PRJTASK0118560 | FEC incidents and defects. |
| Internal Request | PRJTASK0118565 | FEC catalog tasks and enhancements. |
MCSD Internal Support
Section titled “MCSD Internal Support”| Task | Code | Use for |
|---|---|---|
| Service Management | PRJTASK0118537 | MCSD incidents and defects. |
| Internal Request | PRJTASK0118551 | MCSD catalog tasks and enhancements. |
Capacity - SBC - BASIC
Section titled “Capacity - SBC - BASIC”| Task | Code | Use for |
|---|---|---|
| Maintenance / Service Management | PRJTASK0104775 | Capacity-SBC incidents, defects, and routine maintenance. |
| Internal Requests | PRJTASK0010101 | Capacity-SBC catalog tasks and enhancements. |
Shared Services Internal Support
Section titled “Shared Services Internal Support”Centralized work performed in support of other teams, services, or products.
| Task | Code | Use for |
|---|---|---|
| Shelf | PRJTASK0118608 | Shelf knowledge platform: content, integrations, article delivery. |
| Business Intelligence | PRJTASK0118612 | BI work: Power BI, Genesys A3S data modeling, reporting pipelines, dashboards. |
| ServiceNow | PRJTASK0118604 | Work on the ServiceNow platform itself. |
Manual Billing Codes
Section titled “Manual Billing Codes”Client-specific recurring support work that does not run through a standard support bucket.
| Client | Task | Code | Use for |
|---|---|---|---|
| Service BC | Voice Team (CO 174) | PRJTASK0078075 | Day-to-day Service BC Voice support work. |
| Service BC | Service Delivery Manager (CO 174) | PRJTASK0078078 | SDM duties for the Service BC engagement. |
| City of Timmins | Application Management Support (SOW 001 / RFP 1094) | PRJTASK0090160 | Timmins ongoing support. |
| Amazon Connect | Plan | PRJTASK0113107 | Planning and support time on the Amazon Connect platform. |
Project & Change-Order Codes
Section titled “Project & Change-Order Codes”Use these only when assigned to the project. If no project code applies yet, use Emergent Growth instead.
Next Gen Service Desk - Phase 2
Section titled “Next Gen Service Desk - Phase 2”| Task | Code | Use for |
|---|---|---|
| Build / Meetings | PRJTASK0124234 | NGSD Phase 2 build work and working sessions. |
| UAT / Meetings | PRJTASK0124225 | NGSD Phase 2 testing and UAT activity. |
ESDC WP-01 - Business Readiness & Design
Section titled “ESDC WP-01 - Business Readiness & Design”| Task | Code | Use for |
|---|---|---|
| 01 Draft Requirements Traceability Matrix | PRJTASK0119570 | Drafting and updating the RTM. |
| 06 Design Specifications | PRJTASK0119585 | Design specification authoring. |
| 07 UI Design | PRJTASK0119588 | UI design work. |
| 08 Detailed Functional Design Specs | PRJTASK0119591 | Functional design specifications. |
| 09 Detailed Tech Design Specs | PRJTASK0119594 | Technical design specifications. |
| 10 Architecture & Environment | PRJTASK0119597, PRJTASK0119600 | Architecture and environment work and Solution Architecture. |
| 13 Extended Data Catalogue | PRJTASK0119606 | Data catalogue extension work. |
| 14 AI Tech Capabilities Analysis | PRJTASK0119609 | AI tech capability analysis. |
| Meetings - Cross Deliverables | PRJTASK0119612 | Cross-deliverable meetings tied to WP-01. |
ESDC WP-02 - Development & AI Enablement
Section titled “ESDC WP-02 - Development & AI Enablement”| Task | Code | Use for |
|---|---|---|
| 01 KM Solution Development | PRJTASK0119617 | Knowledge management solution development. |
| 02 AI Enablement | PRJTASK0119623 | AI enablement build/configuration work. |
| Meetings - Cross Deliverables | PRJTASK0119627 | Cross-deliverable meetings tied to WP-02. |
SOW-001 - ESDC Business Analysis Professional Services Resource for Bell
Section titled “SOW-001 - ESDC Business Analysis Professional Services Resource for Bell”| Task | Code | Use for |
|---|---|---|
| ESDC Fujitsu (Bell) | PRJTASK0109151 | Billable Bell engagement work. |
| Non-billable overtime | PRJTASK0124684 | Overtime on the Bell engagement that is not billable to the client. |
Business Development Opportunities (Pre-Sales)
Section titled “Business Development Opportunities (Pre-Sales)”Use a Business Development code when there is a named prospect or opportunity (an opp ID exists). For unscoped exploration or demos with no specific client attached, use CESO / Emergent Growth instead.
| Task | Code | Use for |
|---|---|---|
| ExxonMobil - Shelf KM | PRJTASK0117244 | Pre-sales work for ExxonMobil Shelf KM opportunity. |
| CAN-BC-TransLink - TransLink MVTP 87-77-77 SMS/MMS Public Reporting Replacement | PRJTASK0118762 | Pre-sales work on the TransLink replacement project. |
Admin - Customer Experience & Solution Ops (CESO)
Section titled “Admin - Customer Experience & Solution Ops (CESO)”These are the codes owned by Erikk Isfeld. Use them when work is not billable to a client, project, or shared service.
| Task | Code | Use this when… |
|---|---|---|
| Operations | PRJTASK0010266 | Time that isn’t billable to a client, project, or shared service: timesheets, TRAX, standups, internal meetings, 1:1s, training, internal email, Loop/Teams admin. |
| Solution Development & Portfolio Strategy | PRJTASK0122697 | Designing future-state CCaaS architecture, capability roadmaps, certification planning, integration design (Genesys Cloud, AWS Connect, Shelf, SuccessKPI). Net-new design - not optimizing what already exists. |
| Efficiency and Growth | PRJTASK0122665 | Improving how we deliver today: CI/CD pipelines, IaC, Genesys flow & AI Studio optimization, Shelf article delivery streamlining, A3S -> Power BI pipeline review and modeling, internal POCs, reusable team documentation. |
| Emergent Growth | PRJTASK0122687 | Pre-project / pre-sales activity with NO project or opportunity code yet: scoping, client demos, exploratory prototyping, early-stage SuccessKPI / A3S draft documentation. Move to a project code or Business Development code as soon as one is assigned. |
Boundary rule: Emergent Growth (CESO) vs Business Development
- Use Business Development Opportunities when there is a named prospect or opportunity ID (e.g., ExxonMobil, TransLink).
- Use Emergent Growth (CESO) for unscoped exploration, internal demos, and prototyping with no specific client attached.
- Once a project or opportunity ID is assigned, switch off Emergent Growth and start charging the project/opportunity code.
Task Type Definitions
Section titled “Task Type Definitions”Use this when you need to decide what kind of ticket you have in front of you. The Bucket Reference above tells you which code to charge once you know the task type.
Catalog Task
Section titled “Catalog Task”Specific work items triggered by a user request - provisioning access, requesting information, or performing routine service actions. Straightforward, repeatable, and follow established procedures.
Charge to: the bucket’s Internal Request / Internal Requests code.
Incident
Section titled “Incident”A record of an unexpected disruption, outage, or issue affecting a service, system, or user. Tracked, managed, and resolved to restore normal operations. If resolution requires code or flow changes, the incident is closed and a Defect is created.
Charge to: the bucket’s Service Management code.
Defect
Section titled “Defect”An error or bug in code, call flows, or other system entities that requires development work and testing to resolve. Defects are created when an issue cannot be fixed through standard support and needs engineering intervention.
Charge to: the bucket’s Service Management code (same as Incidents - defects roll up under the same code by design).
Enhancement
Section titled “Enhancement”A request for an improvement, new feature, or change to an existing system for a client covered under our support model. Created via the service catalog. Tracks work that adds value beyond defect resolution. Not all enhancements have an associated Story.
Charge to: the bucket’s Internal Request / Internal Requests code (same as Catalog Tasks).
A record in ServiceNow used to track, manage, and resolve client requests, issues, or service needs that don’t fall under incidents, defects, or enhancements. Typically support, troubleshooting, or general service activities for clients on the Case process.
Clients on the Case process:
- The Corporation of the City of Timmins
- Service BC - ICC (Internal Contact Centre)
- Service BC - SDO/IPS (Service Delivery Office / In-Person Services)
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 timesheet with the correct project/task.
- If you cannot submit your timesheet because of a missing Resource Plan, request one through the ITSM catalog item “User request to have a new resource plan”.
- Manually adjust any auto-populated time in your timesheet if needed.
A large body of work that supports a project, change order, or proof of concept. Created by PMO, Product Owner, Director, or Account Manager. Documents major deliverables, milestones, and objectives. Broken down into smaller tasks or stories for execution.
Charge to: the relevant project code (e.g., NGSD Phase 2, ESDC WP-01/WP-02, SOW-001 Bell). If the work is exploratory and no project code exists, use CESO / Emergent Growth.
Document Maintenance Notes
Section titled “Document Maintenance Notes”- Owner: Erikk Isfeld. Review quarterly or whenever a new project code, change order, or pre-sales opportunity is opened.
- When a new code shows up in your team’s Resource Plan that isn’t in this document, add it to the relevant bucket and notify the team in your weekly stand-up.
- Codes are pulled from the ServiceNow Resource Plan report (Resource Manager = Erikk Isfeld). Run that report monthly to spot drift.
- If a teammate is repeatedly mis-coding work, address it in their 1:1 and update the Quick Pick row that covers their case.