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Use › Collaborative Work Management › Strategic Portfolio Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Connected work in CWM

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

[Omitted video] Description: Overview of Connected work in CWM Boards. Approximately three minutes long.

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. Here’s how it works:

  • Centralized view

    Teams can connect various types of work from different ServiceNow applications to a single CWM board. By defining conditions for the work items, the teams can bring in only those work items that they need. This consolidation ensures that all relevant work is visible in one place, reducing the need to switch between multiple workspaces. For more information, see Connect work from other ServiceNow apps to CWM Boards.

    Only those tables that you have access to and from the applications that are already installed and active in your ServiceNow instance are available for you.

  • Flexible planning

    Once the work is connected, teams can plan and manage it efficiently. They can plan them into sprints for agile execution, or follow a free-flow methodology, ensuring that tasks are prioritized and tracked in the way that the teams choose to.

    For sprint planning, the connected work items are automatically displayed in the Backlog pane of the Board's Sprint planning view. From here, the team can schedule work into sprints and proceed with execution. For more information, see Plan work items into sprints in CWM.

  • Real-time updates

    Teams can update the status and other details of connected work items directly from the side panel within the CWM board. This real-time updating capability enhances transparency and keeps everyone involved on the same page. For more information, see Update details of connected work items in CWM Boards.

    To customize the fields that appear in the side panel for CWM tasks and connected work items, see Configure the form view for CWM tasks and connected work items.

    Deleting a connected work item record only removes it from the Board in CWM but doesn't delete the original record.

  • Improved efficiency

    By centralizing work and providing a unified environment, Connected work helps teams stay focused and reduces the time spent navigating between different workspaces. This can help lead to increased productivity and collaboration.

  • 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.

  • Manage connected work item types in CWM
    Enable, disable, refresh data, or delete the connected work item types on your CWM Board to keep the work items up to date based on changing requirements.
  • Update filter conditions for connected work in CWM
    Update the filter conditions for connected work item types in Collaborative Work Management Boards so that the work items displayed in the Board reflect your team's current workload.
  • Update details of connected work items in CWM Boards
    Learn how to update the status, assigned to, and other details for the work items that are brought into your Collaborative Work Management Board through Connected work.

Parent Topic:Using Collaborative Work Management