This documentation supports the 22.1 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

Ordering, scheduling, and assigning tasks

When you add tasks to a work order, they are automatically assigned a sequence number in the order in which you add them to the work order. Their sequence is strictly enforced inside the work order. Tasks with lower sequence numbers (such as 1) must be completed before those with higher numbers (for example, 2, 3, or 4). More than one task group or task can have the same sequence number. Task groups and tasks with the same sequence number are considered peers. Peer tasks can be completed in any order among themselves.

The assignment engine automatically assigns the task when the task is created according to how the administrator has configured the application. You can also manually assign tasks if needed. When a work order is set to In Progress and a task is not assigned, the status of that task is set to Pending. If the task is assigned, its status is set to Work in Progress


If your organization does not use tasks for work orders, the Tasks tab might not be visible on work orders.

To order and schedule tasks

  1. On the IT Home Page, select Service Request Management > Search Work Order, and click Search.
  2. Select the work order, and click the Tasks tab.

  3. To renumber the tasks, select a task, and click the arrow buttons to renumber the sequence.
  4. On the Dates tab, provide dates for the scheduled start and end dates of the task.
    You can set the dates to be different from the dates of the parent work order. 
  5. Click Save.

To assign a task

  1. From the Tasks tab in a work order, select a parent task or child task that is already related to the work order.

  2. Click View.
    The task opens in the Task form.
  3. On the Assignment tab, select the group or person who will work on the task from the Assignee Group or Assignee lists.
  4. Click Save.
    The assignee for that task is notified of the task assignment.

To add time information to a task

  1. From the Tasks tab in a work order, select a task to modify.
  2. Click the Financials tab, and enter values in the fields as shown: 

    Calculation Unit TypeSelect Flat RateHours, or Minutes.
    Budget Estimated Total TimeEnter the time based on the unit type. You use this information to forecast the cost. For example, you might budget that the work will take 2 hours to perform.
    Actual Total TimeAfter the task is completed, enter the time according to the calculation unit type. For example, you budgeted 2 hours to complete the work, but it actually took 3 hours.
    Budget CostThis field is not used with tasks associated with work orders, and so is read-only.
    Actual CostThis field is not used with tasks associated with work orders, and so is read-only.
  3. Click Save.
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