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:
Open a service request you want to create a request task for.
In the Related Lists area click on the Request Task tab and then click New.
Fill in the form fields and then click Save or Save and Exit to apply changes.
Form Description
Field
Mandatory
Description
Number
Y
A unique request task number. This field is populated automatically and has a RQTSKXXXXXXX format.
Request
Y
Specify a request that you want to divide into request tasks.
State
N
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.
Assigned User
Y
Specify a responsible user to work on the request task.
When a request task has been assigned to a responsible group, then the Assigned Groupfield become non-mandatory. The same goes for other task objects, like change requests, or incidents.
Assignment Group
Y
Specify a responsible group to work on the request task.
When a request task has been assigned to a responsible group, then the Assigned Userfield become non-mandatory. The same goes for other task objects, like change requests, or incidents.
Subject
Y
A brief description of the request task.
Description
N
A more informative description of the request task.
Followers List
N
In there, users list who followthe task for tracking updates is displayed.
