Task

General

• Task Template: Use task templates to save time on task creation. In task templates, fields for frequently used tasks are already filled with entries that can be used for the assigned task. See also. Creating task templates page.
• Summary: Brief description of the task.
• Category: Category of the task that will help you to organize your tasks.
• Inform responsible roles or users via e-mail: Select this option if you want the responsible roles or users to be informed by email about this task.
• Priority: Priority to rank the urgency of the task.
• Resubmission: Date when the responsible person or role receives an email reminder about the task. The email contains a link to the task.
• User: Person (initiator or person concerned) for whom this task is created.
• Type Of Task: Five types of tasks are available: Analysis, Implementation, Test, Release, and Review.
• Service Level Agreement: Link the Service Level Agreement. The predefined reaction and solution times depend on this. The selection list is filtered automatically so that you can select only those Service Level Agreements that result from the combination of entries in the User and Priority fields.
• Skills: skills required to complete the task. 
• Description: Detailed description of the task.

After creating the Task, the following sections additionally appear when editing the Task:

• Journal: In the journal, all actions that were made for the task will be automatically recorded. This also includes emails that were received for this task or sent out of the task. Each journal entry can be marked as Visible in Portal for the reporter (user) and related users of the incident (see also Changing Visibility of Journal Entries). Journal entries for mails/comments from the user and mails to the user are checked by default. Under My Activities, you can enter your own activities for the task. Click Add to record the activity in the journal. Until the incident is not in the New or Closed status, opening of the task points directly to this tabulator.
• Solution: Description of the solution that was entered when the task was closed. When the task gets the Closed status, opening of the task points directly to this tabulator. The solution cannot be directly edited.

Time Tracking

List of all jobs that were recorded for this task. The dialog page allows you to track the time you have spent on working with the ticket. 

Attachments

For this change request, copies of digital documents can be saved and later reopened.

Users 

On the Users dialog page, you can view and change Employees that are related to the task. If the state changes, these employees can receive email notifications. 

Topics

On the Topics dialog page, you can view and change incidents, problems, changes, external contracts, materials, etc. that are related to the task. 

Actions

In the action pane, you can access the actions that are available for tasks.

• Accept: Enter the person who is responsible for the task.
• Mark as Read: the task is no longer shown in bold in the grid and is not taken into account when calculating the number for navigation item badge. When applied, instead of this action the Mark as Unread action appears.
• Mark as Unread: Mark the task as unread (showed in bold on the grid) and, if configured, the unread task will be taken into account in the navigation item badge. See also Track activities with new information received page.
• Take over: Action used for setting the Task status to In Progress and assigns it to the current user
• Forward: Assign the task to another person by using a wizard.
• Send E-mail: Send an email with the ID and the task summary in the subject line by using a wizard.
• Pause: Set the status of the task to Paused by using a wizard. The reminder date is calculated automatically based on the value in the Default span for pausing tickets (days) field of the global system settings. If the task status does not change by the set date, a reminder email is automatically sent to the person who is responsible for the task. The reason and the description are saved in the journal.
• Return to Role: Deletes the specifications of the respective person who is responsible for the task. The status is set to Assigned. If the status was previously On Hold, then it is not changed.
• Delete: Delete the Task.
• Close: Mark the task as solved and thus set the status to Closed by using a wizard.
• Reopen: Reset the status from Closed to New.
• History: opens a History Wizard.
• Track Working Time: Start tracking the working time that was spent on this task.

  If the Enable automatic time tracking checkbox is selected under Service Desk > Global System Settings > Functionality Settings, the Track Working Time wizard opens automatically after you close the task. The start and end of the processing time are entered automatically. You can edit this data later. When you close several tasks, the spent time will be proportionally shared among the tickets.

• Set Recurrency: Specify whether this task should be executed regularly and define a schedule for such recurring tasks.
• Export: allows selecting the format and exporting the Task-related data.
• Create KB Article: Create a knowledge base article from the ticket. The information from the Task is automatically copied to the knowledge base article. The Task is retained and linked to the knowledge base article.
• Search Tasks: Open a search page to search for similar tasks and attach the search results to the task, if necessary.
• Edit: Set the status of the task to In Progress.

Archiving Tasks

To improve the system performance, starting with Enterprise Service Management v.12.1.2 all the Tasks that were Closed more than 2 years ago are automatically archived and can be accessed by activating the Archived toggle on the Tasks dataset view. The default archiving rule can be changed by the Administrator by adjusting the Task Configuration Item. See also, Configuration Item: Archiving.