Create request tasks
If solving a service request requires the participation of different departments, an agent can create a request task for each of them. Dividing requests into tasks has several benefits, such as the ability to assign different request tasks to different employees and to get tasks done either simultaneously, or one after another. Service requests and request tasks are in the parent-child relationship.
To create a request task, follow the steps below:
- Navigate to Service Request Management → All Service Requests.
- Open the service request you want to create a request task for.
- In the Related Lists area, select the Request Tasks tab and click New.
- Fill in the fields.
- Click click Save or Save and Exit to apply the changes.
You can create as many requests tasks as you need.
Request Tasks form fields
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | This field is populated automatically and has the RQTSKXXXXXXX format. |
| Request | Y | Specify the request that you want to divide into request tasks. |
| Subject | Y | Add a brief description of the request task. |
| Description | N | Add a detailed description of the request task. |
| State | N | Shows the state of the request task. Available options:
|
| Assignment Group | Y | Specify a responsible group to work on the request task. When a request task has been assigned to a responsible group, the Assigned User field becomes non-mandatory. There is a dependency between the Assigned User and Assignment Group fields. Refer to the Task Auto Assignment article to learn more. |
| Assigned User | Y | Specify a responsible user to work on the request task. When a request task has been assigned to a responsible user, the Assigned Group field becomes non-mandatory. There is a dependency between the Assigned User and Assignment Group fields. Refer to the Task Auto Assignment article to learn more. |
| Followers List | N | Contains a list of users subscribed to receive notifications about this request. This field is populated automatically. |
Request task state model
Timepoint indications
An indication is a time counter automatically generated when the indicator start conditions are met. It shows all primary timings, time points, and the current state of the SLA for a particular record (an incident, a request, and other), which allows for tracking the level of the service quality target indicators. On the Timepoint Indication tab in the Related Lists area for a service request, you can check the service request indication. For more information, see Indication.
Create relationships
You can create relationships between service requests and other types of tasks. To do so, complete the following steps:
- Navigate to Service Request Management → All Requests and open the service request you want to work on.
- Open the Related Records tab.
- Click the magnifier icon
next to the respective field. - In the window that appears, choose the necessary option.
- Click Save or Save and Exit to apply the changes.
Relationship types
| Type | Description |
|---|---|
| Request Template | Template that this request is based on. |
| Level of Dependency | Specify the level of dependency: Master or Slave. ??? |
| Slave Request | Select a child request that your request will be the parent of. |
| Master Request | Select a parent request that your request will be the child for. |
| Solved by Changes | Request can be solved by the changes specified. |
| Related User Query | User query related to the request. |
| Related Incident | Incident related to the request. |
