Task management follows the same concepts that are applied to Ticket Management in general, with some exceptions. The exception arises because Task Tickets can be created only as children of Service Requests, Incident, Problem, and Change Requests. Task Tickets are related only to the parent ticket and no other tickets. The Task Tickets are created to assign different tasks to users or groups. On the completion of tasks, you can update the parent ticket with the results.
The default process is applied when the ticket did not match the entry criteria of other task process workflows that are active. By default, the status of the Default Task Management Process Flow is set to Published.
The process of a default task management is shown in the following diagram:
To view how the flow diagram looks in the application, click Default Task Management Process Flow.
The following steps explain how default task management process workflow works:
- When a ticket is raised, based on the matching conditions the entry criteria is verified to assign the request. When no conditions are matched, the request is assigned to Service Desk (L1) group.
- The ticket is assigned to the respective analyst in the Administrative group for resolution.
- When a resolution is identified, the ticket is closed as successful. If the resolution is not identified, the ticket is closed as failed and is reopened for resolution.
The following section provides details of the Default Task Management Process Flow configuration.
Entry Criteria
The Task Management entry criteria in the predefined workflow configurations get applied to the ticket based on the ticket source. The following table lists the entry criteria that is available for Task Management Management tickets:
| Define | Assign | Set | Notify | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| Entry Criteria | Sort Order | Process Type | Default Assignment | Auto Assignment Rules | Status | Phase | Reason Code | Email Template | |||
| User | Group | Sort Order | If Criteria | Then Assign To | |||||||
| NA | 999 | Auto Route | -- | -- | -- | -- | -- | New | Task | None | -- |
Process Steps
The following steps list the Action Options that are available with the predefined workflow configurations for Task Management Process Flow.
Step: Accept Assignment
Define Tab
| Basic Properties | Advanced Options | ||||
|---|---|---|---|---|---|
| Type | Name | Description | Close Window on Save | Web Service Operations | Mandatory Fields |
| Accept Assignment | Accept Assignment | Accept Assignment | No | -- | -- |
Permission Tab
| Groups | Roles | Users | Limit To |
|---|---|---|---|
| Public and Administration | -- | -- | -- |
Step: Complete as Successful
Define Tab
| Basic Properties | Advanced Options | ||||
|---|---|---|---|---|---|
| Type | Name | Description | Close Window on Save | Web Service Operations | Mandatory Fields |
| Update Ticket | Complete as Successful | Action to complete the task as successful | Yes | -- | -- |
Permission Tab
| Groups | Roles | Users | Limit To |
|---|---|---|---|
| Public and Administration | -- | -- | -- |
Set Tab
| Set Ticket Parameters | ||
|---|---|---|
| Reason Code | Status | Phase |
| Completed | Closed | Closure |
Step: Complete as Failed
Define Tab
| Basic Properties | Advanced Options | ||||
|---|---|---|---|---|---|
| Type | Name | Description | Close Window on Save | Web Service Operations | Mandatory Fields |
| Update Ticket | Complete as Failed | Action to complete the task as failed | Yes | -- | -- |
Permission Tab
| Groups | Roles | Users | Limit To |
|---|---|---|---|
| Public and Administration | -- | -- | -- |
Set Tab
| Set Ticket Parameters | ||
|---|---|---|
| Reason Code | Status | Phase |
| As Cancelled / Rejected / Denied | Closed | Closure |
Step: Reopen and Take Ownership
Define Tab
| Basic Properties | Advanced Options | ||||
|---|---|---|---|---|---|
| Type | Name | Description | Close Window on Save | Web Service Operations | Mandatory Fields |
| Accept Assignment | Reopen and take ownership | Action to reopen the closed task and take ownership | No | -- | -- |
Permission Tab
| Groups | Roles | Users | Limit To |
|---|---|---|---|
| Public and Administration | -- | -- | -- |
Set Tab
| Set Ticket Parameters | ||
|---|---|---|
| Reason Code | Status | Phase |
| Reopened | Active | Task |
0 Comments