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This documentation supports the 19.08 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Inserting Ad hoc Tasks

You can insert ad hoc entities to a process that is initiated after the Incident criteria is met. An ad hoc entity is a task or a task template that is inserted within an initiated process to resolve the incident. You can insert Ad hoc entities of types ad hoc task and ad hoc task template. In an ad hoc task you can manually enter task name and task details. An ad hoc task template is a predefined task.

Ad hoc entities are supported only for Incident requests.

When a process is initiated, you can insert ad hoc tasks from the Process Tracker window. The default status of the first task is always set to Assigned. The default status of the subsequent tasks is always set to Pending. As the process moves forward the respective statuses of the tasks change to Complete.

The following video (3:41 min) provides the procedure to insert an ad hoc task.

https://youtu.be/1o_0SS2yUPI

There are two types of ad hoc tasks, Sequential and Parallel. Sequential ad hoc tasks are inserted between two tasks. Parallel ad hoc tasks are inserted in parallel with another task.

Examples of Sequential Ad hoc Tasks

Here adhoc task1 is inserted after task1 (entrypoint). As there is no task in sequence after the ad hoc task, you only need to select the entry point for the ad hoc task. You are not required to define the exit point
Here adhoc task3 is inserted after task1 (entrypoint) and adhoc task2 (exit point). As this task is inserted between two tasks, you are required to set the entry and exit points for the ad hoc task.

Examples of a Parallel Ad hoc Tasks

An ad hoc task, Check Approval automatically is inserted after task1 (entry point) and parallel to ad hoc task2. As there is no task in sequence after the ad hoc task, you must only select the entry point for the ad hoc task. You are not required to define the exit point
The ad hoc task Standard Decommission Virtual Machine is inserted after task1 (entry point), which is parallel to tasks ad hoc task2 and Check Approval Automatically (exit point). As this task is inserted between task1 and Check Approval Automatically task, you must set the entry and the exit points.

Adding a parallel ad hoc task does not cancel the parallel tasks between its entry and exit points. All tasks are executed as per the process sequence.

To Insert an ad hoc task

Note

Before inserting an ad hoc task, ensure that you have enable support for ad hoc task. To enable support for ad hoc task, see Enabling support for ad hoc task

You must define the entry and exit points of an ad hoc task. An entry point is the location at which the ad hoc task is inserted. An exit point is the location at which the ad hoc task is completed.

  1. On the Incident Management page, click the Process Tracker button to open the Process Tracker window.
  2. Click the Ad Hoc Entity Type drop-down list to select the ad hoc entity type (Ad hoc or Task Template).
  3. From the Type Of Insertion list, select the type of insertion.
  4. From the Entry Point list, select the entry point for the ad hoc entity.
  5. From the Exit Point list, select the exit point for the ad hoc entity (if applicable).
  6. Click Proceed. 

The ad hoc entity is inserted at the location you defined using the entry and exit points.

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