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
Entry Criteria	Sort Order	Process Type	User	Group	Sort Order	If Criteria	Then Assign To	Status	Phase	Reason Code	Email Template
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

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