Role required: request_manager.
Request Task Management allows users to complete service requests systematically, as each request consists of one or more tasks.
Dividing requests into tasks opens up specific benefits, like assigning different tasks to different employees, and getting tasks done either simultaneously, or one after another.
To create a request task, follow the steps below:
- Navigate to the {your_instance_url}/record/itsm_request_task menu.
- Fill in the form fields.
- Click Save.
The New Record Form Description
| Field | Description |
|---|---|
| Number | A unique request task number. Assigns to the request task automatically and has a RQTSKXXXXXXX format. |
| Request | Specify a request that you want to create the task for. |
| State | Shows the state of a request task. Possible states:
The Waiting for Request Authorization state assigns to tasks automatically. |
| Assigned User | Specify a responsible user to work on the request task. |
| Assignment Group | Specify a responsible group to work on the request task. |
| Subject | A brief description of the request task. |
| Description | A more informative description of the request task. |
Fields marked with red and an asterisk are mandatory.
Request Task State Model
The following picture shows the state model of a request task.
