This documentation supports the 9.1 version of Service Request Management.

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

Using tasks to divide and delegate work

When you plan a work order, determine whether you can divide it into separate tasks. Tasks are the individual components of a work order and are assigned to assignees who complete the tasks.

Tip

When you are creating tasks for a work order, you must complete the Requester Information, Work Order ID, and Summary in the work order before you include the tasks.

The Tasks tab shows the tasks that are required to be performed to complete the work order. (If your organization does not use tasks for work orders, the Tasks tab might not be visible in the view.) You can use task groups to manage a work order with many tasks, each having its own schedule, task assignee, and plan. For less complex work orders, tasks are optional. Tasks are created and modified in the work order and are stored separately in the Tasks form. A single work order can have an unlimited number of tasks.

After a task is assigned to a support group or an individual, the assignee receives notifications to perform the various task activities based on the work order process. After a task is assigned, assignees can log their progress as they 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.

Tasks, like work orders, go through many status transitions as they progress. The status in which a task is created depends on the status of the parent work order.

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