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Request Task Management allows 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.
  3. Fill in the form fields and then click Save or Save and Exit to apply changes.

Form Description

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

Shows the state of a request task. Possible states:

  • Registered - 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.

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

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

Assigned UserYSpecify a responsible user to work on a request task.
Assignment GroupY

Specify a responsible group to work on a request task.

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

SubjectYA brief description of a request task.
DescriptionNA more informative description of a request task.
Followers listYIn there, users list who have followed the task for tracking updates is displayed.

Request Task State Model

The following picture shows the state model of request tasks:



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