Task Management

In BMC Helix Business Workflows, as an agent you can create and manage tasks to resolve cases. Tasks are child records of cases that enable you to split the cases into individual assignments so that you can focus on one assignment at a time and achieve the required results efficiently.

The following image shows the task management capabilities that are provided in BMC Helix Business Workflows to ensure effective management of tasks in a case:

BMC Helix Business Workflows provides task management capabilities such as, template, lifecycle, activity feed, sequence, automation, SLA progress bar, and attachment storage and retrieval.

Task types

Tasks are categorized into the following types:

Task are categorized into manual, automated, and external tasks.

Task creation

As a case agent, when you create a case by using a case template, tasks defined in the template are added to the case. When working on a case, you can add tasks to a case in the following ways:

  • Create adhoc tasks—Create tasks by entering the task information. You cannot create automated tasks by using this option. 
  • Create tasks by using task templates—Create tasks by using predefined information and edit them as required. 

Learn more about task management

The following table lists the topics that provide more information about different concepts that are related to tasks:

ActionReference
Learn about the different statuses of tasks that help you proceed with the tasks.Task lifecycle
Learn how to sequence tasks in a case so that you can change the sequence according to your requirements.Task flow
Learn how to work with automated tasks and the related concepts.Automated tasks
Configure automatic task assignment.Automatic task assignment
Learn about how approvals work for tasks.Task approvals

Related topics

Creating case templates and task templates

Associating cases, knowledge articles, and related users to cases

Modifying the lifecycle of cases, tasks, and knowledge articles

Updating tasks and tracking progress

Service Level Management

Integrating BMC Helix Business Workflows with other applications


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