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 benefits, such as 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 request tasks automatically and has a RQTSKXXXXXXX format.
RequestSpecify a request that you want to create a task for.
State

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 changed to any other state manually.


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

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