This documentation supports the 19.02 version of Service Desk.

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

Adding tasks using task templates

To save time, you can use a task template to add a task to an incident request record. Task templates are created by your system administrator. A task template is a predefined task; usually for the most commonly performed tasks that your service desk handles. Because the Task form is predefined (that is, the fields are already completed), you do not need to spend time manually completing the form.
The following are the types of tasks that you can add to an incident request record when using templates:

  • Task Template
  • Task Group Template.

Task templates associate a single task to the incident request record. Task Template tasks can be either Manual or Automatic. Manual tasks must be performed by a person. Automatic tasks are preformed by a computer or automated system, but you must still assign automatic tasks to a person, so there is someone to monitor the task.
The Task Group template generates a task that has two or more sub-tasks. Task Group tasks can be defined either as standard or sequencing. Standard task group tasks can be performed in any order. In a sequencing task group, however, the tasks must be performed in the sequence indicated on the Task form.

For more information about Task templates, see Task templates.


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.

To add a task using task templates

  1. Open the incident request record and click the Tasks tab.
  2. From the Request Type list, select either Task Template or Task Group Template, and then click Relate.


    To manage a large number of task templates, you can filter the list by selecting from the Type and Category lists at the top of the dialog box.

  3. From the hierarchical list of task templates in the Select Template dialog box, select the appropriate template for the task you are adding, and then click Relate
    To expand a category in the hierarchy, click the arrow beside the category name. The list of task templates that you see on the right side of the Select Template dialog box represents all of the templates that are associated with the category that you selected on the left side of the dialog box. For example, if you select Incident System (the default top level category for Incident Management), then the system shows all of the Incident Management task templates in the list. If you highlight a second level category, then the list on the right side of the dialog box shows all of the templates available under that level, and so on. 

  4. From the list of task templates in the Select Template dialog box, select the template for the task you are adding, and then click Relate.
  5. When you click Relate, the Task form closes.
  6. Repeat steps 2 and 3 for all tasks you want to add to the incident.
    The templates you selected are displayed in the Tasks and Task Groups list. If there are no templates listed, click inside the list to refresh the table.
  7. If necessary, redefine the numeric sequence of the children tasks created by any group template, as described in Reassigning task sequence numbers.
    The task management subsystem enforces the dependencies between tasks. These relate to the sequence order specified in the Incident Request form.
  8. Click Close.
  9. When you finish adding templates, save the incident.
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