This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Using tasks

The information in this topic is for people who fulfill one or more of the following support roles:

  • Service desk analysts
  • Group coordinators
  • Specialists

When working in BMC Service Desk, you access the Task Management system from the Incident Management feature.

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.

Note

After adding tasks to a request, if you do not save the request, or due to other issues, if the request is not created, the tasks related to the request are not deleted. These tasks are saved as orphaned tasks in the system.

However, the escalation SYS:CLN:TA@00:05-StartCleanup which is run every 24 hours deletes any tasks that are in Inactive state longer than a defined retention period, and do not have any parent record associated with it.

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