The records of tables extended from the Task table provide an efficient way of handling tasks, tracking the process through states and recording information via the Activity Feed.
In SimpleOne, the Task table is one of the basic tables of the system. The table provides a set of columns as a basis for child tables, i.e., tables extended from the Task table. The child tables inherit the fields and adjust them to the specific processes using column override.
Usually, the Task table is not used on its own: tasks are created in its child tables.
The scheme below illustrates the structure of ITSM table extensions:
To learn how to create a task record, see the following articles:
Changes applied to the Task table will affect its child tables. Make sure that the changes do not cause malfunction in the child tables. Use column override to modify the parent and child tables.
Records in the child tables of the Task table can be created in the following ways:
- via the Self-Service Portal
- via the agent interface (e.g., incident)
- with a workflow activity.
The out-of-the-box Task table has the following fields:
Task table fields
Field | Column Type | Description |
|---|---|---|
Number | String | Task number. This field should have the TSKXXXXXXX format. It is filled in automatically. |
| Caller | Reference | The originator of the task. |
| Company | Reference | The company to which the task is related. |
| Service | Reference | The service to which the task is related. |
| Assignment Group | Reference | Responsible group to work on the task. |
| Assigned User | Reference | Responsible person to work on the task. |
| State | This field displays the work state and progress. Available options:
You can configure the transitions between states using the State Flow Designer. | |
| Impact | Choice | The measure of effect caused by the issue impacts the business processes. Available options:
|
| Urgency | Choice | Measure time until the issue impacts the business. Available options:
|
| Priority | Choice | The importance of the task. Available options:
You can configure the Priority Matrix for the system to populate this field automatically, based on the Impact and Urgency field values. |
| Opened by | Reference | User who initiated the task. |
| Subject | Text | Brief description of the task. |
| Description | Text | Detailed description of the task. |
| Additional Comments | Journal Input | Comment with additional information about the task. Additional comments have the purple marking. Additional comments are visible to the requestor on the portal view of the record. When a comment is added, the involved users (caller, assigned group/assigned user) receive a notification.
|
| Work Notes | Journal Input | Notes with information about working on the issue. Work notes have the black marking. Work notes are only available for the responsible users in the agent interface. When a work note is added, the responsible users receive a notification.
|
| Active | True/False | Select this checkbox to make the record active or inactive. |
| Approval | Choice | Approval state. Available options:
|
| Attention Required | True/False | This checkbox defines whether to notify the line manager of the assigned group/assigned user. |
| Comments | Text | A text field for storing comments regarding the task. |
| Contact | List | Contact person from the user list. |
| Due date | Date/Time | Date and time by which the task should be completed. |
| Followers List | List | User list who follow the task for tracking updates. |
| Screenshot | Image | Attached file. |
| Short Description | String | Brief description of the task. |
| SLA Due | Date/Time | Date and time by which the service level agreement should be reached. |
| Wf Executing Activity | Reference | Workflow activity, which initiated the creation of the task record. This field is populated automatically if the workflow inserts the current record. |
Some fields above are not displayed on the record form of a newly created table by default. To configure the form, use the form layout settings.
See the Column Types article to learn more.
You can create other tables extended from the Task table to meet your business needs. See the following articles to configure your own table extended from Task.
