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:

  1. Navigate to the {your_instance_url}/record/itsm_request_task menu.
  2. Fill in the form fields.
  3. Click Save.

The New Record Form Description

FieldDescription
NumberA unique request task number. Assigns to the request task automatically and has a RQTSKXXXXXXX format.
RequestSpecify a request that you want to create the task for.
State

Shows the state of a request task. Possible states:

  • Registered
  • In Progress
  • Cancelled
  • Completed
  • Closed
  • Waiting for Request Authorization

A task gets the Waiting for Request Authorization state when a parent Service Request is in the Authorization state.


Assigned User
Assignment Group
Subject
Description

Request Task State Model

The following picture shows the state model of a request task.