Collaborative Work

Management
Process Guide

Zurich Release

Updated: October 2025

Asset number: 0003891

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Table of Contents
Introduction ......................................................................................................................................................................4
Process overview ..............................................................................................................................................................4
Features and benefits .......................................................................................................................................................4
CWM workflow .................................................................................................................................................................6
Admin workflow .......................................................................................................................................................6
User workflow ..........................................................................................................................................................6
Configuring CWM ..............................................................................................................................................................6
Configuration overview ............................................................................................................................................. 6
Install Collaborative Work Management................................................................................................................... 7
Assign Collaborative Work Management Roles ........................................................................................................ 7
(Optional) Set up a Workflow to Grant Roles ............................................................................................................ 8
(Optional) Configuring connection with Strategic Planning ...................................................................................... 8
(Optional) Add additional tables that can be mentioned in docs ........................................................................... 12
Using CWM .....................................................................................................................................................................13
Collaborating with Spaces in CWM ......................................................................................................................... 13
Managing work using Boards in CWM..................................................................................................................... 20
CWM Board views ................................................................................................................................................... 26
Work item automations .......................................................................................................................................... 32
What are automations? .........................................................................................................................................32
Manage automations easily ...................................................................................................................................32
Connect work with CWM ........................................................................................................................................ 33
Sprint planning in CWM........................................................................................................................................... 35
Collaborative documentation using CWM .............................................................................................................. 38
Templates for Boards and Docs ............................................................................................................................... 39
Create a folder in CWM ........................................................................................................................................... 40
Appendix: Components installed with CWM ..................................................................................................................40
Roles installed.......................................................................................................................................................... 40

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Introduction
This process guide provides a detailed explanation of how Collaborative Work Management (CWM) is enabled in the
ServiceNow platform. It is intended that this process be followed as closely as possible, regardless of the customer's
level of maturity. CWM can be configured with minimal customizations and typically does not require assistance
from a system administrator.

Customers may add additional functionality to what is offered; however, this should only be in scenarios where there
is a required business outcome gained that could not be achieved using an out-of-the-box method. Following this
approach should also ease upgrade paths and the ability to expand the use of the platform.

The concepts and tasks described in this guide serve as a baseline for successful process creation and execution. This
guide does not contain specific instructions for every scenario; instead, it seeks to define a procedural mechanism
that organizations can use as a starting point for refining their processes.

Process overview
Collaborative Work Management (CWM) provides a central hub to plan, visualize, manage, and collaborate on work
with your teams. You can plan tasks in detail, organize unplanned work and its resources, and collaborate with cross-
functional teams. With CWM, save time and improve your team's efficiency by avoiding switching between multiple
tools to track progress and goals.

With CWM, you can:

• Collaborate in real time using shared Spaces.
• Enable flexible ways of working for your team using customizable Boards.
• Choose to execute planned work in Agile methodology using Sprint planning or in a custom methodology.
• Organize and manage any type of work, including personal tasks, team tasks, and other items, from a central
workspace.
• Manage all required documentation directly within a Space by creating rich-text, collaborative docs.
• Connect to the Strategic Planning workspace (SPW) where Boards can be prioritized and added to roadmaps in a
portfolio plan.
• Understand the value your team's work delivers by connecting all work on a Board to a business goal.
• Reference any work from the ServiceNow AI Platform, such as Incidents, Risks, and Issues.

Features and benefits

Benefit Feature

Create Spaces and share with others on your team to organize and manage the Spaces
team's work. Within a Space, you can create unlimited Boards to manage tasks and
Docs to manage documentation for those tasks.
Use MySpace as a personal space to manage any work assigned to you.

Configure a flexible workspace without involving an admin user. Define your own Boards
workflow and organize work the way you want.

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 • Create custom fields for task records.
• Switch between List, Gantt, and Kanban views.
• Create custom work item types.
• Add additional assignees to a task.
Boost efficiency and save time by automating processes such as sending Board automations
notifications, reassigning tasks, or updating task priority when certain conditions are
met.
Manage different types of documentation, such as meeting notes, technical Docs
specifications, or feature requirements, from a single location and avoid using
multiple disconnected tools.
• Create rich-text docs and add action items to users, both within and outside the
team.
• Collaborate on docs in real time with team members.

Prioritize and roadmap Boards in the Strategic Planning workspace's portfolio plans. Connecting CWM with
The Organization, Project Portfolio, and Strategic Investments lenses support the Strategic Planning
CWM Board as a planning item.

Add a reference to other Now Platform records, such as Incidents, Risks, or Issues in Integration with other
CWM Docs. Now Platform records

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CWM workflow
Note: This process guide describes two main sections:
• Configuring CWM, which system administrators perform as a one-time setup
• Using CWM, which is carried out by end users and may be repeated depending on their workflow.

Admin workflow

User workflow

Configuring CWM
Plan and set up Collaborative Work Management for your team. This section outlines one-time
tasks for the system administrator that do not need to be repeated.

Configuration overview
Use the following steps as guidelines to set up Collaborative Work Management. Steps 3–5 are
optional and provide additional configuration options to make your CWM experience more
connected with the ServiceNow AI Platform.
• Install Collaborative Work Management.
• Assign CWM roles to the relevant users.
• Enable the Request access button for non-CWM users to request access to the CWM workspace.
• Configure Strategic Planning to include CWM Boards for Prioritization, Roadmap, and Goals.

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• Add other Now Platform tables that can be referenced in the Docs.

Install Collaborative Work Management

If you have the admin role, you can install the Collaborative Work Management (CWM) application ([Link]).
The application includes demo data and installs related ServiceNow® Store applications and plugins if they are not
already installed.

Before you begin

• Ensure that the application and all its associated ServiceNow Store applications have valid ServiceNow
entitlements. For more information, see Get entitlement for a ServiceNow product or application.
• Review the Collaborative Work Management application listing in the ServiceNow Store for information on
dependencies, licensing or subscription requirements, and release compatibility.

Role required: admin

Procedure

1. Navigate to All > System Applications > All Available Applications > All.
2. Use the filter criteria and search bar to find the Collaborative Work Management application ([Link]).
You can search for the application by its name or ID. If you cannot find the application, you might have to request
it from the ServiceNow Store.
In the list next to the Install button, the available versions are displayed.
3. Select a version from the list and select Install. The Install dialog box displays any dependencies installed along
with your application.
4. If you're prompted, follow the links to the ServiceNow Store to get any additional entitlements for dependencies.
5. Optional: If demo data is available and you want to install it, select the Load demo data check box.
Demo data comprises sample records that describe application features for common use cases. You should load
the demo data when you first install the application on a development or test instance. Important: If you don't
load the demo data during installation, it won't be available for later loading.
6. Select Install.

Assign Collaborative Work Management Roles

It is recommended to assign CWM licenses to groups to simplify administration and ensure that new users have
access to CWM upon joining. However, you can also assign the CWM role to individual users. For the list of roles that
are installed with CWM, see Roles installed.

When you assign roles to groups rather than to individual users, the group's members inherit the role. When a user
switches groups, the new group’s role is automatically assigned.

Role required: admin or user_admin

Assign a role to a group

1. Navigate to All > User Administration > Groups.

2. Click the group to assign a role.
3. In the Roles related list, click Edit.
4. Use the slushbucket to add the role “sn_cwm.cwm_user” to the group.
5. Click Save.
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Assign a role to a user

1. Navigate to All > User Administration > Users. Open a user record.
2. In the Roles related list, click Edit.
3. In the Collection list, select the “sn_cwm.cwm_user” role and click Add.

(Optional) Set up a Workflow to Grant Roles

Users may invite other team members who don’t have the CWM role to collaborate in Collaborative Work
Management. In this scenario, new team members would not be able to access CWM and may request access.

Enable the property “sn_cwm.request_role_access” to allow CWM users to request access to the workspace. Once
the property is enabled, team members will be able to see the “Request Access” button. After you enable the
property, create a workflow to respond to access requests automatically.

Role required: admin

Steps
4. Navigate to [Link]
5. Under name, search for “sn_cwm.request_role_access”
6. Change value to “true”
7. Optional: Create a script action that is triggered by the event ”sn_cwm.REQUEST_ROLE_ACCESS” to your
desired workflow
What to do next
Create a workflow to respond to access requests.

(Optional) Configuring connection with Strategic Planning

Configure Strategic Planning or Portfolio Planning to include CWM Boards in your portfolio plans. This enables you to
prioritize, roadmap, and track the progress of the Boards from the Strategic Planning workspace.

Note: This functionality requires installing the Strategic Planning or Portfolio Planning application from the
ServiceNow Store.

After adding CWM Boards to a lens configuration, you can access them in the Prioritization, Roadmap, and Goals
pages of a portfolio plan as planning items. To successfully enable planning with CWM Boards in Strategic
Planning or Portfolio Planning, complete the following three tasks.

Add CWM Boards to the lens configuration

For the lens that you want to use to build portfolio plans, update the configuration to include the CWM Board as a
planning item in Strategic Planning or Portfolio Planning.

Before you begin

Role required: admin
Ensure that the Application scope of your instance is set to Portfolio Planning Core.

About this task

All default lenses support the CWM Board as a planning item. For example, if you are building portfolio plans using
the Organization lens, then you can add the CWM Board as a planning item in the Organization lens configuration.
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Procedure
1. Navigate to All > Strategic Planning > Lenses.
2. Select a lens.
3. From the Available list of planning items, move CWM Board to the Selected list.

Note: If you don't see the CWM Board in the Available list, update the system
property sn_align_core.planning_item_types_allow_list to allow it.
4. Select Update.

Configure the CWM Board form layout

Add the lens entity field to the CWM Board form so users can link Boards and have them appear in
the correct portfolio plan in the Strategic Planning or Portfolio Planning workspaces.

Before you begin

Role required: admin
Ensure that the Application scope of your instance is set to Collaborative Work Management.

About this task

Include the field for your lens entity in the CWM Board form. This allows CWM users to link their Boards to the lens
entity so that the Boards appear in the corresponding portfolio plan. For example, using the project Portfolio lens,
you could create a portfolio plan for the Technology portfolio. When CWM users associate their Boards with the
Technology portfolio, those Boards will automatically show up in the Technology portfolio's portfolio plan.

Similarly, you can associate Boards with goals or portfolios. To ensure that your CWM users can perform this
association, configure the Board form to include these fields.

Procedure
1. Navigate to System Definition > Tables.
2. From the list of tables, search for and select sn_cwm_board.
3. From the Related Links section, select Layout Form.
4. From the list of fields in the Available section, move your desired field to the Selected section.
5. For example, move the Portfolio field to the Selected section.

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6. Repeat this step for other fields that you want to add to the CWM Board form.
7. Select Save.

Result

• The CWM Board form now shows the new fields added to its layout.
• Your CWM users can add details about their departments, portfolios, or primary goals, depending on the
portfolio plans they want these Boards to appear in.

Associate Boards with portfolio plan entities

Link CWM Boards to a lens entity so that these Boards appear in the corresponding portfolio plans
in Strategic Planning or Portfolio Planning workspaces.

Before you begin

Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From a Space, select a Board.
3. From the Board header, select the Edit icon ( ).
4. In the Board form, select a department, primary goal, strategic program, or portfolio to associate with this
Board.

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5. Select Update.

Result
• If a primary goal is added, this Board will show up in the aligned work for the selected goal in the Strategic
Planning workspace.

• If you add a department, and the Board's dates align with that department’s portfolio plan, the Board will
automatically appear as a planning item on the roadmap.

11

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• If a portfolio is added, and the Board’s dates align with the portfolio plan, the Board will appear as a planning
item in that portfolio plan’s roadmap.
• If there are no dates added to your CWM Board, you can check for Unscheduled items on the Roadmap side
panel and add the Board to your roadmap.

(Optional) Add additional tables that can be mentioned in docs

Update a system property so that CWM users can mention records of other ServiceNow AI
Platform applications in CWM Docs.
Role required: admin

Steps:
1. Navigate to sys_properties.list.
2. Find property: sn_cwm.record_mention_config
3. To include any other Now Platform record, update the property. For example, to reference the Incident records
in the Docs pages, update the Value field of this property to include the Incident table.
The updated Value field would include the configuration for the CWM task
4. records and Incident records:
5. [{"sourceTable":"sn_cwm_task","label":"CWM
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6. Task","fields":["short_description","number"]},{"sourceTable":"incident","label
7. ":"Incident","fields":["short_description","number"]}]
8. Repeat step 3 to include other ServiceNow tables.
9. Select Update to save your changes to the property.

Using CWM
The following sections outline concepts and tasks that CWM users can perform without assistance from a system
administrator. Depending on the team's workflow, these tasks will be repeated as necessary.

Collaborating with Spaces in CWM

Create collaborative spaces for teams to work together on projects, goals, or assignments.

CWM provides two types of Spaces: personal Spaces, accessible only to you, and shared Spaces you can create to
collaborate with other users in the organization.

Navigation within the CWM workspace

Navigation panel
The CWM navigation panel provides a cleaner, more straightforward user interface. At a given time, the navigation
panel shows the contents of just one Space to provide a distraction-free experience while you work.

Use the Spaces menu to choose a different Space. Additionally, you can resize or collapse the navigation panel to
increase the working area for your Boards or Docs.

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Search
Use the Search option to quickly find and open any Space, Board, or Doc.

Also, the Search bar displays all the recent Spaces, Boards, and Docs that you've navigated to within
the CWM workspace so that you can quickly select from the recent items without having to search for them again.

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My Space
By default, a Space and a sample Board are created for you so you can get familiar with the workspace's features and
options. From your personal Space, you can browse through the Intro to Docs and Welcome to CWM documents for
a high-level overview of what you can do with CWM.

Create more task Boards, docs, and organize them into folders to manage the work assigned to you.

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Shared Spaces
Collaborating with Spaces
Shared spaces act as a central location for cross-functional teams to come together and collaborate toward common
goals. Plan for the next big release, prepare for a presentation, organize a conference, and do much more using task
Boards and collaborative Docs.

With the capability to connect to any record across the ServiceNow AI Platform, avoid the risk of having information
scattered across multiple apps and missing unplanned tasks.

Managing access in the Share permissions modal

• As a Space owner or editor, you can manage access for existing users of your Space and review access requests
from other users using the Share permissions modal.
• People with Access section: Manage the access level of existing collaborators to Editor, Viewer, or Owner, or
remove them from the Space.
• Pending Access section: Review user requests and grant or deny access to your Space.

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Managing Space permissions for task assignees and other users
As a Space owner or editor, while assigning tasks to your team members, you can identify users who don’t have
access to the workspace through a lock icon next to the username. This icon is visible in the List view of the Board in
the columns of type People, such as Assigned to, Additional Assignee, and Assignment group.

You can either use the workspace prompt to grant assignees Viewer access or choose to manage their access level
later from the Share permissions modal.

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Requesting to elevate the user access role to Editor
The Viewing mode indicator in the Board header indicates that you have only the Viewer role to the Space that
you're in. As a Space viewer, you can send a request to Space owners and editors to request elevating your role to
Editor by selecting the indicator.

Space owners and editors receive an email request, which they can choose to grant or deny. Using the following
sections, get started with using shared Spaces in the workspace.

Create a Space in CWM

Create Spaces in Collaborative Work Management to enable cross-functional teams to come together and manage
work tasks and documentation.

Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From the left side panel, select + Create > New Space.
3. In the Space name field, enter a name for the Space.
4. Select Create.

Result
A new Space is created and added right below the My Space section. You can add as many Spaces as you need for
each of your projects, teams, or other assignments.

What to do next
• Create a Board to organize and manage your team's or project's work.
• Share the Space with others on your team.

Share a Space in CWM

Invite cross-team members to Collaborative Work Management to collaborate on tasks or
projects.

Before you begin

• Create a Space in CWM.
• Role required: sn_cwm.cwm_user
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Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From the left side panel, select a Space.
3. In the Space header, select Share.
4. In the Members or Groups field, enter the names or email addresses of individual users or groups.
5. In the Access level field, set the required access for these users.

Access level Description

Owner This role is typically assigned to the creator of the space.

They have the create, read, update, and delete access to Boards, Tasks, Columns, and Docs in the
Space.
Editor They have the create, read, update, and delete access to tasks in the Board and Docs in the Space.
They can share the Board but can’t delete it.
Viewer They can view the data in the Space, but can’t update or delete it.

6. Optional: Add a message explaining the reason they're invited to this Space.
7. Select Share.
8. From the People with Access tab, manage permissions for existing users by changing their access levels or
removing them from the Space. As the Owner or Editor of a Space, you can remove access for existing users of
the Space or yourself at any time. As a viewer, you can only remove access for yourself.

9. From the Pending Access tab, you can review the list of users who have requested access to your Space and
choose to grant or deny them access.
Before granting a user access, you can modify their access level to Editor or View as needed.

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Results
An email invite is sent to the users that you shared this Space with.

Managing work using Boards in CWM

Use Boards in Collaborative Work Management to define and organize tasks. With views such as List, Kanban, and
Gantt, configure your workspace to match how you and your teamwork.

Using the following sections, get started with task Boards in the workspace.

Create a Board in CWM

Manage work assigned to your team as tasks and track them to completion using customizable Boards for your
shared Spaces in Collaborative Work Management.

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Before you begin
• Create a Space in CWM.
• Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From the Spaces menu, open a Space that you want to add a Board to.
3. From the More options menu of the Space ( ), select New Board
4. In the Board name field, enter a name for the Board.
5. Select Create.

Results
A Board is created within the Space that you selected, and an empty Board is shown in the workspace. You can add
unlimited Boards to a Space, based on how you choose to manage your workflows.

What to do next
• Add tasks to the Board.
• Rename or edit other details of the Board using the Edit icon ( ) on the Board header.

Add tasks to a CWM Board

Start planning work on your Board by adding tasks and assigning them to team members in the Collaborative Work
Management workspace.

Before you begin

• Create a Board in CWM.
• Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From a Space, select a Board to which you want to add tasks to.
3. From the Board header, select +Add item.
4. The default work item types available in CWM are Task and Defect. If you want to create other work items, such
as To-do, Events, or others, you can create your own task type. In the New task form, fill in the details of the
task such as short description, assigned to, start and due dates, and select Save.

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Results
The task is created and added to the Board.

What to do next
• Add more tasks to the board and assign them to yourself or your team. Track the progress of the work and bring
all tasks to completion by collaborating with the required users.
• Edit the information of your task from the side panel by clicking the short description to open it or directly
from the grid through inline editing by double-clicking a cell.

• Rearrange your tasks on the Board by using the drag-and-drop feature.

• Share tasks by their URL using the Copy task link option from the row context menu of the task. This way,
when a user clicks the shared URL, the task opens in the side panel in the context of the Board that it
belongs to.

Additionally, to enhance the planning and management of tasks, you can:

• Create additional columns for a task to add other details.

• Choose the columns to be displayed for the tasks on the Board.

Create and manage custom work item types
Create custom item types for Boards in Collaborative Work Management, so that you can
organize and manage multiple types of tasks from a single location, regardless of the workflow.

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Before you begin
• Create a Board in CWM.
• Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From a Space, select a Board to which you want to add custom tasks.
3. From the Board header, select the More actions icon ( ).

4. From the Default item types of section, enable or disable Task or Defect to be available for your Boards.
5. From the Custom work item types of section, add a new item type.
a. In the Item type name field, select the Edit work item icon ( ) and enter a name for the work item type.
b. Select an icon to represent the item type.

c. Select + Add new item type to repeat adding another item type.

6. After adding all required work item types, select Save.

What to do next
Add tasks of the new item type to your Board using the More actions menu ( ) on the Board header.

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Add custom columns in a CWM Board
Create custom fields in a Board to organize all task details in a single location, thereby improving task management
and saving time by reducing reliance on the system admin.

Before you begin

• Create a Board in CWM.
• Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From a Space, select a Board to which you want to add tasks to.
3. In the List view of the Board, select Add column from the column header and select a data type.

4. In the Field name field, enter the name for this new column and other details, if asked.
• If you select the type as Label or Dropdown, you're prompted to enter the options for this field.
• If you select People, you're prompted to select the type of users available for this field. You can also
choose to allow the input of single or multiple users in this field.

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5. Select Add column.

Results
The new column has been added to the task, so you can start entering values for it.

Note: Custom columns added to a task are local to the Board where they're created and do not
apply to other Boards and Spaces in the workspace.

Add a goal to the CWM Board

Associate a goal with your Board so that you can plan and track all the tasks and activities that
contribute to this goal directly from the Collaborative Work Management workspace.

Before you begin

• Create a Board in CWM.
• Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From a Space, select a Board to which you want to add a goal.
3. Edit the Board by selecting the Edit icon ( ) from the Board header.
4. In the Board form on the side panel, select a goal from the Primary goal field.
5. Select Update.

Results
Within the CWM workspace - The current Board is associated with the selected goal and is shown in the Board
header

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Within the Strategic Planning workspace - If the goal that you selected is part of a portfolio plan within the Strategic
Planning Workspace, you can see that this CWM Board is added to the goal as a planning item.

Note: The CWM Board must be configured as a planning item for the lens that is used to create the portfolio plan.

CWM Board views

In Collaborative Work Management (CWM), you can create, customize, and switch between Board views to tailor
column display, sorting, and filtering based on your audience and purpose.

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Key features
• Save display preferences (columns, order, sorting, filters, view mode, Kanban lanes) as personal or shared views.
• Create multiple views for the same Board to suit different workflows or audiences.
• Switch views instantly without reconfiguring settings.
• Update views anytime to reflect process changes.

My Views (Personal)
• Only visible to you.
• Automatically created from your existing Board settings when upgrading to CWM v4.0.1 (named as view).
• Ideal for managing your own workflow patterns.

Shared Views
• Visible to all Board or Space members (except in My Space).
• Helpful in ensuring a consistent experience across the team.
• Included when saving a Board as a template.
Your last-used view is saved as your default for the next session.
Use the following sections to learn more about how to make the most out of Board views and their customizations
for your team.

List, Gantt, and Kanban view modes for CWM Boards

Seamlessly switch between List, Gantt, and Kanban views of Boards in Collaborative Work Management and manage
your tasks in flexible ways based on your workflows.
The following are the views available in a CWM Board by default. For all three views, you can customize how data is
presented to organize and manage work for your teams flexibly.

List view
• The List view displays all tasks added to this Board in a grid format. Use this view to know the status of the tasks
briefly or to assign tasks to users on the go. The default number of tasks that can be displayed in the List view are
1,000.

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Gantt view
The Gantt view provides a grid and a calendar view side by side so that you can easily reschedule tasks based on
changing priorities.

Kanban view
The Kanban tab lets you categorize tasks vertically and horizontally using attributes like Assigned to, Task
type, State, Priority, and Assignment group. You can customize both lanes to suit your needs.

Examples:
• View all CWM tasks by setting Vertical: Assigned to, Horizontal: State.

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• Prioritize tasks across assignment groups with Vertical: Priority, Horizontal: Assignment group.

For Connected Work:

• Group epics by state: Vertical: State, Horizontal: Task type (filter for Epics).
• Group stories by sprint: Vertical: Sprint, Horizontal: Task type (filter for Stories).

By default, the board supports up to 50 vertical and 50 horizontal swim lanes.

Personalize CWM Board views

Customize columns and show or hide views in Collaborative Work Management Boards based on your workflow
needs.

Before you begin

• Create a Board in CWM.
• Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From a Space, select a Board that you want to personalize.
3. Select the List, Gantt, or Kanban view for the Board and select the Personalize icon ( ).
4. Update the view’s display on the Board.

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 View Personalize Options

List and Gantt • Rearrange the order of the columns.

• Show or hide the columns in the view.

Kanban Change the vertical categorization of task cards using the Vertical Lane field.

Viewer They can view the data in the Space, but can’t update or delete it.

5. Show or hide the Board views from the Views tab of the Personalize side panel.

6. For the List and Gantt views, use column actions ( ) such as pinning a column to the left of the grid, filtering
the data from a column, and resetting the column size to default.

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Update a CWM Board view
Modify the display preferences of your Collaborative Work Management (CWM)Boards and update the existing
personal or shared views.

Before you begin

• Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From a Space, select a Board for which you want to update a view.
3. From the view switcher, select a view that you want to modify.

4. Modify the display preferences for Board data using personalization settings, sorting, filtering, and adding
custom columns.
5. For more information, see Personalize List, Gantt, and Kanban display for CWM Boards.
6. Select Save view.

7. Select Save to current view.

Note: If you select the Don't show this again checkbox, this dialog box doesn't appear the next time.

Result
• The current view has been updated with your changes.

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Work item automations
Boost team efficiency in Collaborative Work Management (CWM) by automating repetitive tasks like notifications,
emails, date tracking, and task reassignment based on workflow conditions.

What are automations?

Automations are actions triggered by specific conditions and apply to all work items in a Board. Examples include:
• Email alerts when task assignments change.
• Priority updates when due dates shift.
• Task reassignment based on priority.
• Notifications when tasks are completed or reprioritized.
CWM offers six predefined templates to help build simple or complex automation rules.

Manage automations easily

• Edit, disable, or delete automations at any time.
• Each Board supports up to 10 automations, including active and inactive ones.

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Connect work with CWM
Overview
Streamline task management for teams by bringing in various work items from across ServiceNow applications into
the Boards in Collaborative Work Management.

The Connected work feature in CWM enables bringing in all types of work items from applications across
the ServiceNow AI Platform, thereby helping streamline collaboration, planning, and execution for all teams.

Centralized view
Connect work items from different apps to a CWM board using defined conditions. This ensures only relevant work
appears, reducing context switching.

Flexible planning
Plan connected work using sprints or a free-flow approach. For agile teams, connected items appear in
the Backlog pane of the Sprint Planning view for easy scheduling.

Real-time updates
Update status and details directly from the board’s side panel. Deleting a connected item removes it from the board
but does not delete the original record.

Improved efficiency
By consolidating work in one place, teams stay focused, collaborate better, and reduce time spent navigating
multiple workspaces.

Connect work from other ServiceNow apps to CWM Boards

Enable a consolidated view of all relevant work by connecting work items from different ServiceNow applications to
a Board in Collaborative Work Management.

Before you begin

• Role required: sn_cwm.cwm_user
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Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. From a Space, select a Board that you want to connect to work for.
3. From the Board header, select Connect work.
4. If work is already connected, the label shows Connected work.

5. In the Manage connected work modal, select + Add new.

6. Choose the connection.

a. From the Table, select the table (for example, Incident [incident]). Only the tables you have access to from
installed apps are available.
b. Update the Name field if needed.
c. Use the condition builder to filter records.
Example: Active is true AND Category is Inquiry / Help OR Category is Software.
d. Select the Update count icon ( ) to check the number of matching records.
Ensure the count is ≤100 (default limit). To increase to 500, update the
property sn_cwm.connect_work_import_limit.

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7. Select Save.
8. Repeat steps 4 through 6 to connect work items of other types (up to 10 per Board, one configuration per
table).
9. Select Save again.

Result
• The Board refreshes to display connected work items with details like Assigned to, State, and Start/End dates.
• If Sprint Planning is enabled, connected items appear in the Backlog.

Sprint planning in CWM

Use Sprint Planning in Collaborative Work Management (CWM) to organize work in the Agile methodology. From the
Sprint Planning view, you can manage the backlog, create sprints, and schedule work for execution.

Enabling the Sprint planning view

1. Open the Personalize ( ) side panel.
2. Under Views, select Sprint planning.
3. Save the view to keep it enabled.

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Backlog
The Backlog pane lists all unplanned work items (excluding completed ones). From here, you can:
• Add new work items.
• Reorder items or move them to an active sprint.
• Drag and drop items into sprints.
• Apply filters (except on custom columns).
• Change page size.
• Duplicate CWM tasks and Stories.

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Sprints
• The Sprints section displays active sprints. To create a sprint:
• Set duration, start/end dates, and story point capacity.
• Use Add another Sprint for similar sprints or Create Sprint for different settings.
• Each sprint shows capacity usage and remaining story points.

Personalizing the Sprint Planning view

Customize columns in Backlog and Sprints using the Personalize panel—Toggle between Backlog, Sprints, or both for
more working space.

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Collaborative documentation using CWM
Manage all types of documentation for work, such as meeting notes, project requirements, or technical
specifications, using rich text Docs with real-time collaboration.

Docs can be created within a Space and organized into folders. Within a Space, you can create multiple Docs, and
within each Doc, you can create unlimited pages to help you effectively organize your information.

Docs let you reference team members and task records so you can assign action items directly from the doc. You can
also embed images, videos, external media, and emoticons to enhance and complement your Doc's content.

The following screenshot shows the various options for Docs within the CWM workspace.

Create a Doc in CWM

Store information related to your tasks, reference users and task records, and collaborate in real-time using Docs in
the Collaborative Work Management workspace.

Before you begin

• Create a Space in CWM.
• Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. Open a Space where you want to create a document.
3. From the Space header, select Create > New Doc
4. In the Doc name field, enter the name for the document.
5. For example, Meeting notes.
6. Select Create.

Results
A new Doc is created for the current Space, and an untitled page is opened for you to start drafting notes.

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What to do next
Utilize the rich-text formatting options of the Doc to draft information relevant for your team and Space, or type / to
explore other options such as:
• Mentioning a user.
• Referencing another Now Platform record, such as a CWM task, Incident, Risk, and others.
• Embed media and live external content, insert tables and emoticons to complement formatted text.

Note: To reference Now Platform records other than CWM tasks, work with your admin to update the
sn_cwm.record_mention_config system property.

Export a CWM Doc to PDF

• Navigate to Workspaces > Collaborative Work Management.
• From a Space, select the Doc that you want to export.
• From the Doc header, select the More actions icon ( ), and then select Export as PDF.

Templates for Boards and Docs

Create Boards and Docs faster, with consistent structure, using predefined or custom templates in Collaborative
Work Management (CWM). Templates help reduce setup time and maintain standard formats across teams.

Key capabilities
• Use templates when creating new Boards or Docs, or apply them to existing ones.
• Save as a template to reuse an existing Board or Doc format.
• Template Center provides a single place to:
o Browse predefined templates.
o Filter by owner or type, search by title.
o Preview template details.
o Delete templates you own.

Boards: Applying a template adds its tasks, custom columns, and shared columns to your Board.

Docs: Applying a template adds its pages and formatting to your Doc.

Access templates from

• Create a menu or New Board/New Doc modal.
• More actions menu or header of a Board or Doc.
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Create a folder in CWM
Organize Boards and Docs of a Space into folders in the Collaborative Work Management Workspace.

Before you begin

• Create a Space in CWM.
• Role required: sn_cwm.cwm_user

Procedure
1. Navigate to Workspaces > Collaborative Work Management.
2. Open a Space that you want to create a folder in.
3. From the Space header, select Create > New folder.
4. In the Folder name field, enter a name for the folder.
5. Select Create.

Results
A new folder is created in the Space that you selected.

What to do next
• Create subfolders, Boards, and Docs in this new folder.
• Move any existing Boards, Docs, or folders into this new folder.

Appendix: Components installed with CWM

Activating the Collaborative Work Management application installs several types of components, including user
roles, tables, and system properties.

Roles installed

Role Title [name] Description Contains Roles

CWM user The basic role required to access the

None
[sn_cwm.cwm_user] CWM workspace.

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Tables installed

Table Description
CWM Automation
Stores data of automation conditions for Boards.
[sn_cwm_automation]

CWM Board
Contains all tasks, views, and column configuration.
[sn_cwm_board]

CWM Column Choice

Stores data for choices and labels created for custom columns.
[sn_cwm_col_choice]

CWM Column Usage

Stores the usage of custom columns and its type.
[sn_cwm_columns_usage]

CWM Document
[sn_cwm_doc] Stores information about all the Docs created within CWM.

CWM Document page Stores the information of pages and subpages created for a
[sn_cwm_doc_page] Doc within CWM.

CWM Document relationship [sn_cwm_doc_m2m] Stores the relation between Docs and Doc pages

CWM Menu Items Stores the content hierarchy for Boards, Docs, and folders
[sn_cwm_menu_item] within a Space.

CWM Notification Digest

Stores information of notifications sent to CWM users.
[sn_cwm_notification_digest]
CWM Permission Stores different permission levels for users and groups in
[sn_cwm_permission] Spaces.

CWM Space
Stores information of all CWM Spaces.
[sn_cwm_space]
CWM Space Access Request
Stores the list of users who requested access to the Space.
[sn_cwm_space_access_request]
CWM Task
Stores tasks data.
[sn_cwm_task]
CWM Template Stores information of Board and Doc templates within the
[sn_cwm_template] CWM workspace.
CWM Template Board Metadata Stores metadata of CWM Board templates such as work types,
[sn_cwm_template_board_metad ata] automations, and others.
CWM Template Board Views
Stores information of views within Board templates.
[sn_cwm_template_board_view]
CWM Template Column Choice
Stores information of column choices within Board templates.
[sn_cwm_template_column_choic e]

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CWM Template Custom Column Label
Stores information of custom column labels within Board
[sn_cwm_template_custom_colum n_label] templates.
CWM Template Document Page
Stores pages information within Doc templates.
[sn_cwm_template_doc_page]
CWM Template Task
Stores tasks information within Board templates.
[sn_cwm_template_task]

CWM View Preferences [sn_cwm_view_preference] Stores information of view preferences for Boards.

CWM Views
Stores information of all Board views within CWM.
[sn_cwm_view]
CWM Work Type
Stores the work types allowed for tasks within a Space.
[sn_cwm_work_type]

Properties installed
• System properties that you can configure to include other Now Platform records in CWM Docs and modify the
way non-CWM users request access to the workspace.
• These properties are available for Collaborative Work Management.

Note: To open the System Properties [sys_properties] table, enter sys_properties.list in the navigation filter.

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 Property Description

Property to show or hide the Request Access button for

non-CWM users in the workspace.
By default, the button is hidden. When this property is
set to true, an event sn_cwm.REQUEST_ROLE_ACCESS is
raised. Admins can configure this event to trigger one of
the following workflows, allowing the non-CWM user to
sn_cwm.request_role_access
request access to the workspace.
• Raising a Service Catalog request.
• Sending an email.
• Type: true | false
• Default value: false
• Location: System Property [sys_properties] table

Property to configure mentioning any Now Platform

record within the Docs pages of the CWM workspace.
• Type: string
• Default value:
[{"sourceTable":"sn_cwm_task","label":"CWM Task","fields":
["short_description","number"]}]
• By default, this property is configured to include CWM task records.
• Location: System Property [sys_properties] table
sn_cwm.record_mention_config To include any other Now Platform record, update the
property.
For example, to reference the Incident records in the Docs pages, update the
Value field of this property to include the Incident table.
The updated Value field would include the configuration
for CWM task records and Incident records:
[{"sourceTable":"sn_cwm_task","label":"CWM
Task","fields":["short_description","number" ]},
{"sourceTable":"incident","label":"Incident",
"fields":["short_description","number"]}]

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