Working on tasks

Overview of tasks

This topic describes the key concepts related to tasks that you need to understand to effectively work on tasks:

Types of tasks

Tasks that you might need to complete can be one of the following types:

• Add journal—add a journal entry to a task 
• Add solution—add additional solution to case
• Change assignment—change assignment of a case
• Change status–change status of a case 
• Complete case—complete a case
• Confirmation—confirm task
• Add eForm—complete an eForm 
• Modify eForm—modify an eForm
• Date task—specify a date for the task
• Multiple choice—select a value for the task
• Branch—select a value for the task
• Information—review the provided information

Origin of tasks

Multiple tasks are automatically generated in the Tasks list from one or more of the following solution types:

• The primary solution is selected in the Case Type list on the Case Details tab of a Case form. The primary solution is automatically generated from a corresponding solution if a case is generated from BMC MyIT, or added by an HR agent if a case is created manually.  
• Secondary solution is added by an HR agent on the Solutions tab of a Case form.
• Ad hoc template is added by an HR agent on the Tasks tab of a Case form.

Single ad hoc tasks are added by HR agents on the Tasks tab of a Case form.

Order of tasks

All tasks added to a case, appear in the Task list. 

All single and multiple tasks are displayed in the Task list in the chronological order. The order of multiple tasks added from the primary solution, secondary solutions, and ad hoc templates is defined by the order of tasks defined in these solutions.

All child tasks that you add to a parent task are displayed in the Pending section until you complete the a task. The completed tasks are displayed in the Completed section.  When you close the parent task, the child tasks are displayed in the  In Progress section.

Statuses of tasks

The tasks can be in one of the following statuses:

Assignment of tasks

All ad hoc tasks added by an HR agent who opened a case are by default assigned to this HR agent. All tasks added from a secondary or primary solution, or an ad hoc template can be assigned to different HR agents. 

Tasks can be completed by:

•  All HR agents belonging to a group defined in the Assigned Group drop-down list
•  Only one HR agent if specified in the Assigned Individual drop-down list.

To complete a case task 

1. Open a Case form.
2. Navigate to the Tasks tab.
3. From the In Progress  list, select a task.
4. Review the task details.
5. Click Assign To Me to assign the task to yourself if  you are not a task assignee .
6. Click Save.
7. Accomplish the task instructions.
8. Click Complete task.

By using a Task form, you can perform the following tasks: