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 toService 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.
You can create as many requests tasks as you need.
Request Tasks form fields
Field
Mandatory
Description
Number
Y
This field is populated automatically and has the RQTSKXXXXXXX format.
Request
Y
Specify the 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 the request task. Available options:
Waiting for Request Authorization
Registered
In Progress
Completed
Cancelled
Closed
The Waiting for Request Authorization state is displayed when the related service request is in the Authorization state. Once the service request is authorized, the task state changes to Registered.
The Closed state appears only when the request task is in the Completed state.
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.
There is a dependency between theAssigned UserandAssignment Groupfields. Refer to theTask Auto Assignment article to learn more.
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 Groupfield becomes non-mandatory.
There is a dependency between theAssigned UserandAssignment Groupfields. Refer to theTask Auto Assignment article to learn more.
Request task state model
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 and open the service request you want to work on.
Open the Related Records tab.
Click the magnifier icon next to the respective field.
In the window that appears, choose the necessary option.
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.