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 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 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 need 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 | Y | Specify the state of the request task. Available options:
|
| Assignment Group | Y | Specify a responsible group to work on the request task. When a request task is assigned to a responsible group, the Assigned User field becomes non-mandatory for the states Registered and Assigned. There is a dependency between the Assigned User and Assignment Group fields. Refer to the Task Auto Assignment article to learn more. |
| Assigned User | Y | Specify a responsible user to work on the request task. When a request task is assigned to a responsible user, the Assigned Group field becomes non-mandatory for the states Registered and Assigned. To reassign a user or a group, use the Reassign button at the top right corner of the window, or set a new assigned user, or a group by clicking the magnifier icon next to the Assigned User field. As a result, the request state changes to Assigned. |
Request task state model
Timepoint indications
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 is the parent of. |
| Master Request | Select a parent request that your request is 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. |
| Related Request Model | Contains a reference to the request model based on which the request is created. The field is read-only. |
