Note

 

This documentation supports the 20.15.02 version of Remedyforce.

To view the latest documentation, click

Creating a task without a template

If your system does not have templates defined, use this procedure to create a task.

To create a task without a template

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Tasks and click New.
  3. In the Client ID field, select the client.
  4. Enter other information about the task.
    For more information, see Task fields.
  5. Click Save.
    If the system administrator has activated the Notify the client when a task is created workflow, an email message is sent to the client of the task when you create the task. If you select a lead as the client of the task, no email message is sent.

    When a record is created, the following action is recorded in the Task History section that tracks the date and time when a record is created and the user details:

    Changed Status to Opened
    Created

Task fields

Common items are displayed on the form. For more information, see Common items on forms in the Salesforce page layout. Based on the layout that is assigned to your profile or the UI that you are using, some of the fields described in the following table might not be available on the New Task form that is displayed to you.

Your system administrator can apply filters to a lookup field on the Task form. Here are a few important points that help you understand the lookup filters.

  • If a filter is applied to a lookup field, only the records that match the filter criteria are displayed in the pop-up window. If the configured filter is optional, you can use the Show all results option to remove the filter.
  • Type ahead in the lookup type fields works only on the results that are the part of the filtered results. For example, on the Category lookup field, if a filter is applied to show only Hardware and Applications as the results, then type ahead only works for those two categories. Also, if you click the lookup icon to search for the other categories by typing in the search field, the search does not return any results unless you use the Show all results option to remove the filter.
  • If your system administrator has configured a custom lookup field, the type ahead functionality does not work when you are using the field for the first time. You must click the lookup icon and select the required option for the first time.

The following table provides a list of fields that are available on the New Task form:

Field

Description

Client Details

Client ID

Select the type of client. If you know the first or last name of the client, enter the initial characters, enter other information about the task, and click Save. After you save, the client that matches the characters that you entered is saved in the field. After you save the task and move your mouse over the icon, client details such as email address, phone number are displayed. Contact your system administrator to display more information in the Client ID popup window. If the selected client is a VIP client, the icon appears next to the icon. To use contact or lead as task client, contact your system administrator.

Client Type

Select the client type. The options available are User, Contact, and Lead.

Task Details

Template

Select a template to apply to the task. When you click Save, the values of the fields in the template are filled in the corresponding fields of the task form. To help ensure accuracy and completeness, BMC recommends that you use a template. A template ensures consistency in the way information about the task is captured. Your administrator can define templates for commonly occurring tasks.

Category

Select the category of the task. After you save the record, icon is displayed besides the value of the category. When you click , the category tree is displayed. When you move your mouse over a category, the description of the category is displayed as a tooltip. To select a different category for the record, select the category and click OK.

Description

Type the activities that must be performed to complete the task. Some of the activities are ordering hardware, configuring a test environment, performing tests, and so on.

Resolution

Type the solution that must be implemented for the task. Provide the detailed steps taken to complete the task or describe why the task cannot be completed.

Incident

Select the incident for which you are creating the task. Click to view the linked incident or service request detail page.

Note: A task can be linked to only one object (Incident, Service Request, Change Request, Problem, or Release) at a time.

Change Request

Select the change request for which you are creating the task.

Note: A task can be linked to only one object (Incident, Service Request, Change Request, Problem, or Release) at a time.

Problem

Select the problem for which you are creating the task.

Note: A task can be linked to only one object (Incident, Service Request, Change Request, Problem, or Release) at a time.

Release

Select the release for which you are creating the task.

Note: A task can be linked to only one object (Incident, Service Request, Change Request, Problem, or Release) at a time.

Closed By

When you are closing a record, select the user who is closing the task.

Inactive

Select the check box to indicate that the current record is inactive. You might need to make a record inactive because the record is no longer valid, but must be retained for compliance with the records retention policy. For example, the issue or outage might be related to a router that no longer exists or has been removed from the network.

Note: Records marked as inactive are not included in any search performed on the database.

Status and Priority Details

Impact

Select the impact that you want to assign to the task. The level of impact and the urgency are used to calculate the priority of the task.

Urgency

Select the urgency that you want to assign to the task. The urgency and the level of impact are used to calculate the priority of the task.

Priority

After you select an urgency and impact and then save the record, the Priority field is populated. The priority is calculated depending on the urgency and impact values that you have selected.

Status

Select the status that you want to assign to the task. You can track the progress of a task through its stages by using this field.

Date and Time Details

Opened Date

This field displays the date and time at which the task is created.

Due Date

When you select an urgency and impact and save the record, the Due Date field is filled in. The due date is calculated based on the duration of the priority. If required, you can select a different due date from the calculated due date.

Closed Date

The system date is displayed in the field after you click Close or Quick Close.

Assignment Details

Owner

The name of the logged-on user who creates the task is displayed in this field. After saving the task, you can change the owner of the task. For more information about changing task assignment, see Changing the task owner.

Related topic

Customizing forms for the Remedyforce Console tab

Using the Last Queue field

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