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Adding tasks to tickets in Smart IT

This topic describes tasks and how you add them to incident and work order tickets.

The following information is provided:

Overview of tasks

Note

Adding tasks is not supported from mobile devices.

A task is a unit of work that needs to be completed as a step in resolving an incident request. If the solution to an incident request involves more than one action, procedure, or process, consider dividing the solution into separate tasks. Dividing the solution into separate tasks can help you to better manage and to monitor the incident request as it moves toward resolution.

You can assign the tasks to the same person, to several people, or to a support group. The person or support group to whom the task is assigned is the task implementer.

When the group coordinator sets the task status to Work in Progress, the task implementers are notified of the tasks assigned to them by email, pager, or some additional means. After a task is assigned to the task implementers, they can log their progress as they complete each task.

You can use a task template to add a task to an incident request, or you can create an ad hoc task. Task templates are predefined tasks that you can quickly add to an incident request.

When using task templates, you can also add tasks that are divided into sub-tasks. A task that has sub-tasks is called a task group. The sub-tasks of the task group are called "children" of the task group.

An ad hoc task is any task that is not included in the list of task templates. You create ad hoc tasks manually.

Although tasks and task groups are related to specific incident request records, information about the tasks and task groups is stored on a separate Task form. You can relate an unlimited number of tasks or task groups to an incident request.

After a task or task group is assigned to a task implementer, the task implementer receives notifications to perform each of the assigned tasks.

When a task is assigned to you, it appears in your console as separate ticket. When you open the task from the Console, it has a link back to the parent ticket, which you can open to see the full context of the task.

To add a task

You add tasks to incident and work order tickets directly from the ticket.

  1. Open the ticket you need to add the task to.
  2. On the Task tab, click Add Task.
  3. Select one of the following choices. 
    • Blank — select this choice to create the task from a single task template, or to create an ad hoc task. 
    • From Template — select this choice to create a task from a single task template or task group template.
  4. Perform one of the following set of sub-steps:
    • If you selected Blank:
      1. (optional) To use a single task template, in the Create Task window click Browse All Templates
        The Select Task Templatewindow slides into view.
        1. From the Select Task Template window, select the template.
          If there is a large number of templates and you know the template name, type a part of the name in the search field at the top of the Select Task Template window, then select the template from the list of matches. Alternatively, you can filter the list of templates.
        2. Click Done.
          Smart IT applies the template to the task. 
        3. Check the task fields to see if you can add any information specific to this task, in addition to the information provided by the template. 
          For example, you can attach related files to the Task Description field, including graphics to help with identification. 
      2. In the Create Task window, provide a title in the Task Title field.
      3. Enter a description in the Task Description field.
        You can also attach files to the the Task Description field, including graphic files that can help to identify, for example, a specific piece of hardware. 
    • If you selected From Template:
      1. In the Select Task Template window, select the template from the list.
        If you know the template name, type a part of the name in the search field at the top of the Select Task Template window, then select the template from the list of matches. Alternatively, you can filter the list of templates  . 
      2. Click Done.
        Smart IT applies the template to the task.
      3. Check the task fields to see if you can add any information specific to the task, in addition to the information provided by the template.
        For example, you can attach related files to the Task Description field, including graphics to help with identification.
  5. If you need to schedule a start and stop time, click Set Task Dates and complete the time and date fields.
  6. Select an Assignee.
    If the ticket is auto-assigned, the task uses the assignment rules of your organization.
  7. Click Save to add the task to the ticket. 

Filtering templates

To help you find the templates that you need from a large selection, Smart IT allows you filter the templates shown in the selection list by the following criteria:

  • Type:
    • Single Tasks (this is the only choice if you add a Blank task)
    • Task Groups
  • Activity type:
    • Manual
    • Automatic
  • Template context: 
    • None selected
    • Application activity system
    • BMC Service Request Management
    • Change Management system
    • Incident system
    • Task Management system

Related topic

Task templates (BMC Change Management product documentation)

Adding tasks to tickets in Smart IT (Remedy with Smart IT documentation)

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Arjun Nagabandla

    Catherine Siderine Bruce Cane

    Instructions are not clear when you create a adhoc(Add Task --> Blank option) task from change record in SMART IT.There are so many fields that users will not be aware what to fill in

    Name

    Request Instance ID

    Request Mode

    Request Name

    Submitter(Shouldn't system be automatically fill)

    Type

     

     

     

     

    Nov 06, 2016 03:46
    1. Nilay Agambagis

      Hello Arjun,

      Thanks for your comment.

      Please refer to the updated topic in Smart IT space:

      Adding tasks to tickets in Smart IT

      Regards,

      Nilay


       

      Jan 04, 2018 05:00