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Comment: Merged branch "DOC0000375: Добавление кнопки и модального окна Переназначить на формах Инцидент, Запрос на обслуживание" into parent

Request Task Management allows users agents to divide service requests into request tasks.

Dividing requests into tasks opens up benefits, such as assigning different request tasks to different employees and getting tasks done either simultaneously, or one after another. Service requests and request tasks are in the parent/-child relationships.

To create a request task, follow the steps below:

  1. Open a service request you want to create a request task for.
  2. In the Related Lists area click on the Request Task tab and then click New.Navigate to the {your_instance_url}/record/itsm_request_taskmenu;
  3. Fill in the form fields ;
  4. Click Save.
The New Record
  1. and then click Save or Save and Exit to apply the changes.

Form Description

FieldMandatoryDescription
NumberYA unique request task number.
Assigns to request tasks
This field is populated automatically and has a RQTSKXXXXXXX format.
RequestYSpecify a request that you want to
create a task for
divide into request tasks.
StateN

Shows the state of a request task. Possible states:

  • Registered -
the
  • the state for a newly created request task. Possible transitions are In Progress, Cancelled, or Completed.
  • In Progress - a request task is in the process of implementation.
  • Cancelled - the work on a request task was cancelled.

  • Completed - the work on a request task is done.

  • Closed - all the activities on a request task are over.

    • Waiting for Request Authorization - this state assigns to a request task automatically when its parent service request is in the Authorization state. When a parental service request transitions to the Authorized state, a request task gets automatically assigned with the Registered state.

    Info

    The Waiting for Request Authorization state can't be changed to any other state manually.

    For more information, check the Request Task State Model picture down below.

    Assigned UserSpecify a responsible user to work on a request task.Assignment GroupSpecify a responsible group to work on a request task.SubjectA brief description of a request task.DescriptionA more informative description of a request task.
    Note

    Fields marked with red and an asterisk are mandatory.

    Request Task State Model

    The following picture shows the state model of a request task.

    Image Removed
    Assigned UserY

    Specify a responsible user to work on the request task.

    Note

    When a request task has been assigned to a responsible user, then the Assigned Group field becomes non-mandatory. The same goes for other task objects, like change requests, or incidents.

    Later, you can reassign the service request by changing the value of this field or clicking Reassign in the upper right corner. 

    Assignment GroupY

    Specify a responsible group to work on the request task.

    Note

    When a request task has been assigned to a responsible group, then the Assigned User field becomes non-mandatory. The same goes for other task objects, like change requests, or incidents.

    Later, you can reassign the service request by changing the value of this field or clicking Reassign in the upper right corner. The state of the request will automatically change to Assigned, unless it is already in this state.

    SubjectNA brief description of the request task.
    DescriptionNA more informative description of the request task.
    Followers ListNIn there, users list who follow the task for tracking updates is displayed.


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