Creating a Task
While working on a parent business object such as an incident, a change, a problem, or a release milestone, you can create tasks to complete work on the parent business object. You can then assign these tasks to different owners.
- Log into the Service Desk console.
- Open a parent business object. For example, open the Incident workspace.
- Click the Task tab.
- Click New Task. The system displays the New Task dialog box and automatically puts the task in the logged state.
- Enter information into the fields.
Field | Description |
|---|---|
Summary | A brief summary title for the task. |
Details | Description of the task. |
Status | This field is automatically generated. |
Priority | The priority. Automatically entered or select from the drop-down list. |
Service | The service organization. Select from the drop-down list. |
Team | The team. Select from the drop-down list. |
Manager | This field is automatically generated based on the team field. |
Owner | The owner. Select from the drop-down list. |
This field is automatically generated based on the value of the Owner field. | |
Phone | This field is automatically generated based on the value of the Owner field. |
Actual Effort | The amount of time (in minutes) that the task has taken. |
Cost ($) | This field is automatically generated based on the actual effort and cost per unit. |
- Click Attach file to attach a document to the record.
- To add a comment, click Create. See Adding a Journal Entry to a Business Object.
- Click Save to close the dialog box.
- Click Save.
The system does the following:
- Displays the task record under the Task tab of the business object.
- Notifies the task owner (if specified) of the assignment. The team manager (if the owner is not specified) can assign the task to a team member.
- Updates the status of the task to assigned if an owner is selected; otherwise, it remains in the logged status.