Create and Manage Task Groups

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The analyst selects the workflow action Create Task from Template and selects the desired task group. While the analyst creates the task tickets, the application displays the task groups related to the type or parent ticket. For example, for a change request, the task groups that are related to the change ticket type are displayed.  

The task tickets are always created out of parent Service, Incident, Problem, or Change Tickets. A task ticket indicates an independent unit of work for a specified larger activity. Task is considered the final point in the work breakdown. You cannot create a task ticket as a child to another task ticket. The Task Order in a task group controls the sequence of presentation of the tasks in a group. All task templates in the task group are listed in their sort order in the task group record. You can modify the Sort Order as appropriate. The task tickets in a task group get created together. When the task group is created as a child of the parent ticket, the tickets are listed in task order set in the Task Information tab.

The Action on Success and Action on Failure function allows you to define the action to take when a task is completed. The identified Action on Success or Action on Failure is applied to the parent ticket such as Service and Incident. For example, you can specify Action on Success as Submit Ticket for Approval for a task ticket that is related to a Change ticket. Upon the successful completion of the task ticket, the parent Change ticket gets submitted for approval. Similarly, you can specify Action on Failure as Assign to Change Manager for the task ticket. An unsuccessful completion of the task ticket causes the parent ticket to get assigned to the change manager. Configure Action on Success and Action on Failure when the predicted action that is initiated on the parent ticket.

Considerations

Consider the following tasks for task groups:

1. You can relate a task group only to one ticket type.

2. The task ticket of a task group is based on the selected ticket template.

3. The assignment of the child task tickets depends on the selected task ticket template when creating a task ticket.

4.  The analyst assigns the tasks of a task group to different support groups or contacts, after creating the task ticket. To assign the tickets, configure the  assigned_contact_id and assigned_group_id fields.

5. The tasks of a task group can be processed randomly or sequentially.

6. To assign the designated tickets, the analyst can take  Assign All action. Do not select the Auto Assign on Create option on the task ticket template to assign the task tickets.

7. All the task tickets of the task group are created within the parent ticket simultaneously.

Prerequisites

Verify the following prerequisites:

1. The task templates  are available for task tickets to add existing tasks.
2. Contacts, Roles, and Support groups are available to assign the permissions for the task group.
3. Workflow actions are available to configure automatic workflow actions for tasks.

Create Task Groups

Follow these steps:

1. Create Task Group: Navigate to MANAGE> ADMINISTRATION> Tools> Task Groups, and click Create New.
2. Fill in the details and click Apply Changes. You can relate a task group to only one ticket type.
3. Add Tasks: To add tasks to the tasks group, use the General Information tab. You can select existing task templates.
   Note: You can create new tasks if no existing task templates exist. The application adds the new tasks that are created through the General Information tab to the task group. To assign a task to the support groups or contacts, set assigned_contact_id and assigned_group_id fields in the Set Fields tab of the task template. To assign the task to a selected support group by the analysts, use the Override Auto Routes action. You can use the Auto Assign On Create option to assign a workflow action to the task automatically.
4. Set Permissions: To set the permissions for the task group, use the Permissions tab.
5. Click Apply Changes.

Note: Serviceaide Intelligent Service Management displays a warning message when you delete a task template that is used by a task group or task flow.