Create request tasks
If solving a service request requires the participation of different departments, an agent can create a request task for each of them. Dividing requests into tasks has several benefits, such as the ability to assign different request tasks to different employees and to get tasks done either simultaneously, or one after another. Service requests and request tasks are in the parent-child relationship.
To create a request task, follow the steps below:
- Navigate to Service Request Management → All Service Requests.
- Open the service request you want to create a request task for.
- In the Related Lists area, select the Request Tasks tab and click New.
- Fill in the fields.
- Click click Save or Save and Exit to apply the changes.
Request Tasks form fields
The Number field is populated automatically and has the RQTSKXXXXXXX format.
| Field | Mandatory | Description |
|---|---|---|
| Request | Y | Specify thethe request that you want to divide into request tasks. |
| Subject | Y | Add a brief description of the request task. |
| Description | N | Add a detailed description of the request task. |
| State | N | Shows the state of thethe request task. Available options:
|
| Assignment Group | Y | Specify a responsible group to work on the request task. When a request task has been assigned to a responsible group, the Assigned User field becomes non-mandatory. |
| Assigned User | Y | Specify a responsible user to work on the request task. When a request task has been assigned to a responsible user, the Assigned Group field becomes non-mandatory. |
| Followers List | N | This field is populated automatically with a list of users who follow the task for tracking the updates. |
Create relationships
You can create relationships between service requests and other types of tasks. To do so, complete the following steps:
- Navigate to Service Request Management → All Requests.
- Open the service request you want to work on.
- Scroll down to the Related Records tab.
- Click the magnifier icon
next to the respective field. - In the new window that appears, select the required item.
- Click Save or Save and Exit to apply the changes.
Relationship types
| Type | Description |
|---|---|
| Request Template | Template that this request is based on. |
| Level of Dependency | Specify the level of dependency: Master or Slave. |
| Slave Request | Select a child request that your request will be the parent of. |
| Master Request | Select a parent request that your request will be the child for. |
| Solved by Changes | Request can be solved by the changes specified. |
| Related User Query | User query related to the request. |
| Related Incident | Incident related to the request. |
