Task is a one-time, non-recurring work assigned to a user and executed on selected resource/s for a certain stipulated time.

Planning, managing and execution of tasks are required as part of an IT service. Task scheduling is carried out by IT operations management. Task execution is automated in Service Desk that runs online tasks on specific date and time.

Configure tasks

  1. From All Clients, select the client.
  2. Go to Setup > Service Desk > Configuration section > Settings.
  3. Click the Tasks tab, configure the required properties in the TASKS SETTINGS page.
  4. Click Update.

The following applies to whether or not a client is selected:

  • Select Client to apply the settings to all users in the client.
  • When NO client is selected, the chosen settings apply to all clients in the partner.

Create a task

  1. Select the Service Desk menu.

  2. Click Add in the top right and click Task.

  3. From New Task, enter the the following information:

    Field nameDescription
    PartnerSelect the Partner.
    ClientSelect the Client.
    ProjectSelect the Project.
    SubjectTitle or short summary of Task.
    DescriptionInformation required to describe Task. This can include details of the task and steps to execute the task
    Attach fileArtifacts required to support Task.

    Supported file types: `.txt`, `.jpg`, `.zip`, `.docx`, `.odt`, `.odg` and `.xlsx`. File size limit: 32 MB

    Requested ByUser who requests Task.
    Assignee GroupUser group that can act on Task.
    Assign toUser responsible for working on Task.
    ResourcesResources for which Task is created.
    PriorityMeasure of how soon Task needs to be executed.
    Estimated HoursEstimated time duration in minutes for completion of Task.
    ArticlesKB articles that refer to similar Tasks in the past.

  4. Click Create.

Edit a tasks

  1. Select the Service Desk menu.
  2. Click a task.
  3. Click Edit and edit the required fields.

Edit multiple tasks

  1. Select the Service Desk menu.
  2. Click Bulk Update button and select the number of entities to be edited.
  3. Select Apply Actions option.
  4. Update Actions, select the required changes and click Update.

Add auto-close policy to close a task

Configure Auto-Close Policies to close tasks that are resolved and that are in an inactive state since a certain elapsed time.

  1. Go to Setup.

  2. On the Service Desk page, click Auto Close Policies.

  3. In the AUTO CLOSE POLICIES section, select the client and click Auto Close Tasks.

  4. In the EDIT AUTO CLOSE POLICY section, enter:

    • Name: Name of the Auto-Close policy
    • Resolved Tickets Above: The inactive period of a resolved Task beyond which the entity needs to be closed

  5. Click Submit to add the Auto-Close Policy.

Autoclose Policy Task

Task details view

TabsDescription
ConversationsComments added by assignee or creator which can be viewed by all users in assignee group.
Activity LogUser activities on Task.
ResourcesResources for which Task is created.
NotesUseful information or hint for Task execution. Viewed by all users of assignee group.
To DoInformation recorded by a user for self-reference. Viewed by a single user.
Properties
  • The support website URL of the ITSM ticket is now provided as a hyperlink instead of plain text in the Properties section. You can provide a hyperlink in any of the fields that are under the Properties section.

  • Users can access the third party tickets (for example, ServiceNow) using the hyperlink provided in the External Ticket Info under the Properties section.

    • Note: To get the clickable link, you need to provide the External Entity URL information under the Outbound integration Response field.
Attach Incident to SR

Status FlowThe workflow representation that shows the status changes of Task.
ArticlesKB articles that refer to similar Tasks in the past.
Integration LogDetails of inbound and outbound third-party communication.

Configure scheduled tasks

The Scheduled Task entity provides the ability to schedule and run recurring tasks for a predefined duration and at a specified time period. Each instance of a scheduled task is recorded and grouped as Tasks in the Scheduled Task listing.

Example:

Reboot selected servers every Saturday for one month.

Start Date: April 1, 2019
End Date: April 30, 2019
Recurrence Pattern:
Weekly Day of the week: Saturday

Configure a scheduled task

  1. Go to Setup > Service Desk > Automation > Scheduled Tasks.
  2. Click + to create a new scheduled task.
  3. ADD SCHEDULED TASK, enter the required information and click Next.
  4. Enter the schedule details of the task and click Preview.
  5. Click Submit after previewing the scheduled task details.

View scheduled tasks

You can be view and manage Scheduled Tasks. Every instance of a Scheduled Task run is listed under Tasks. The Deactivate options temporarily deactivates Scheduled Tasks.

List of Scheduled Tasks