Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Managing the assigned tasks

You can view the assigned tasks and task groups either from the Work Order console or from the Tasks tab of the Work Order form. After a task is assigned, you can log your progress as you complete each task. When all of the tasks related to a work order are closed or cancelled, the work order is set to Completed and the requester is notified that the work order is resolved.

The Status of the work order must be In Progress before you can start working on the task. When you accept a task assignment, you must set the task status to Work in ProgressThis is an important step because different escalations occur based on the task's status. If the task is still in the Scheduled status while you are working on it, an inaccurate escalation can occur.

Related topics

For task groups, you can click View Flow to see a resizable read-only view of the task flow in the task group. The Task Flow Viewer uses color codes to illustrate the different stages of the tasks. For example, a blue stage indicates that its status is Closed, but a yellow stage shows its status is Staged. The Viewer also shows you the flow among tasks. 

To view tasks and task groups

  1. From the IT Home Page, select Service Request Management > Work Order Console.
  2. Change the Console Focus to Work Orders
    You see the tasks that are associated to a specific work order. To view all the tasks for all of your work orders, change the Console Focus to Tasks.
  3. Select a work order.
  4. From the Tasks tab, select the task group or the task you want to view.
    If you select a task group, the child tasks appear in a separate table called Children of Selected Task Group.
  5. Click View.

To add work information to tasks and task groups

  1. Select the assigned task, task group, or child task and click View.
    If you select a task group, the child tasks are displayed in the Children of Selected Task Group table. Select a child task and click View.
  2. If this is a newly assigned task, set the task Status to Work in Progress.
  3. Click the Work Info tab.
  4. From the Source list, select the source of this information.
    Information sources include EmailSystem Assignment, or Web.
  5. Enter the details of your work information record in the Summary and Notes fields.
  6. (Optional) Add an attachment.
  7. Click Save.
    The Save operation adds your entry to the task's work history.
    you return to the Work Order form, you might need to refresh the Work Info of Selected Task table to view all the entries.

    Public view access is not applicable to task work information.

To view the flow of a task group

  1. Select task group and click View Flow.
  2. (Optional) Zoom in or out, and use the scroll bar to move the flow around.

To reassign a task by yourself

If you cannot resolve a task that you were assigned, you can reassign the task by yourself, or you can ask the requester to reassign the task.

  1. From the IT Home Page, select Service Request Management > Work Order Console.
  2. Change the Console Focus to Tasks.
  3. In the Tasks table, select the task to reassign, and click View.
  4. From the Task form, click the Assignment tab.
  5. In the Assignee Group or Assignee fields, select the group or person to whom to assign the task.
  6. Set the Notify Assignee field to Yes.
  7. Click Save.
    The new assignee is notified of the request assignment. Until the new assignee accepts the task assignment, you are still assigned to the task and have responsibility for it.

To close a task

  1. From the Work Order console, select a work order and click View.
  2. From the Tasks tab, select a task and click View.
  3. On the Assignment tab, update the time you spent on the task.
  4. Add a Work Info entry.
  5. Set the Status field to Closed.
  6. Select a status reason to describe how the task was closed.
  7. Click Save.

To cancel a task

  1. From the Work Order console, select a work order and click View.
  2. From the Tasks tab, select the task to cancel, and click Cancel
    The status of the task is automatically set to Closed. with a status reason of Cancelled.
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