Hello,
To better analyze the Service Now process (a very complex process with many parallel tasks and loops...) in Celonis, is it preferable to use the pm_project and pm_project_task tables or the sys_audit tables?
Thank you,
Question
Process analysis
Hi Hafsa.
We have SNOW model, but SNOW by itself can be implemented in different ways. So, we don’t use the tables you mention, but we have another table with similar names.
Project table looks similar to a ticket table we use as a basis for the case table and we also use some dates from this table to generate some activities.
Audit table usually contains information about changes happening in the ticket/project/task like status or assignment group and relevant timestamps. Usually there are separate audit tables for tickets/projects and tasks.
Task looks like a task within a project (in our case - within a ticket) - It’s the table that contains the information related to the tasks within a ticket (1 ticket has N tasks). It contains the current status of every task and relevant timestamps like task creation/closing. Probably you can skip this table if you are not interested in tasks.
Hope it helps.
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