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. Service requests and request tasks are in the parent/child relationships.

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 - the state for the newly created request task. Possible transitions are In Progress, Cancelled, or Completed.
  • In Progress - the request task is in the process of implementation.
  • Cancelled - the work on the request task was cancelled.
  • Completed - the work on the request task is done.
  • Closed - all the activities on this request task are over.
  • Waiting for Request Authorization - the task gets this state when a parent service request is in the Authorization state.

The Waiting for Request Authorization state assigns to tasks automatically.

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

Assigned UserSpecify a responsible user to work on the request task.
Assignment GroupSpecify a responsible group to work on the request task.
SubjectA brief description of the request task.
DescriptionA 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.