Creating subtasks

Sometimes an Issue should be split into separate Subtasks with different properties, perhaps to be completed by different users. For example, setting up a new PC contains many tasks, including installing the operating system, installing software, configuring an email client, and so on. The BMC FootPrints Service Core Master Issue/Subtasks feature allows you to create parent-child relationships between Issues for complex processes, such as the new hire process, change management, and other such Issues.

This topic describes creating Subtasks manually. For information on defining Subtasks automatically as part of a Master Issue template, refer to Master Quick Issue Templates.

Creating a Subtask of an Issue automatically makes the originating Issue a Master Issue, with a parent-child relationship between the Master Issue and the Subtask.

To create a Subtask of a regular BMC FootPrints Service Core Issue (and turn that Issue into a Master Issue), on the Details page of an Issue, select Subtask. If this option is not available, you might not have write access to the Issue or the Issue may already have other special properties that preclude it from becoming a Master Issue and having Subtasks. Refer to Restrictions for more information. A second menu appears with the following options:

• Back—Return to the main Details toolbar
• Create Subtask—Create a Subtask of the currently displayed Issue.
  1. The Create Subtask page is displayed, pre-filled with values from the originating Issue, including contact information and Issue information (Workspace fields). Edit the fields as necessary.
  2. You can change the Title of the Subtask. For example, if the originating Issue was titled Setup New PC, the first Subtask may be to Install Operating System.
  3. Fill in or make changes to any contact or Issue information fields. For example, if this task must be completed within two days, fill in the Due Date field with a date that is two days from the current date. This does not affect the Due Date field for the originating (Master) Issue, only for the new Subtask.
  4. Enter a Description for the Subtask. This should describe the steps needed to complete the Subtask.
  5. Optionally attach any files the Agent requires to complete the Subtask.
  6. Assign the Subtask to an Agent or Team. Subtasks are not required to have the same assignees as the related Master Issue. In fact, Subtasks are a good way to assign a large Workspace to multiple users, defining the task for each user or team to complete.
  7. Email rules follow the Workspace defaults unless you override them by selecting or deselecting the email check boxes.
  8. Click Save. The Subtask is created and the originating Issue is now a Master Issue.
  9. The Master Issue and Subtask are listed with special icons on the FootPrints Homepage. The related Subtasks of the Master Issue are listed on the Details page of the Master Issue. The Master Issue to the Subtask is listed on the Details page for the Subtask.
  10. Additional Subtasks can be created from the Details page of the Master Issue by repeating steps 1–9 above. For example, other steps in setting up a new PC may include Install Software, Configure Email Client, Configure Network Card, and so on. A Subtask can be created for each of these tasks and assigned to the same Team or Agent or different Agents/Teams.
• Link to Master - Link this Issue to an existing Master Issue or to another Issue.
  
  • To link this issue to an existing Master Issue:
    
    1. Select View Master Issues from the pop-up window. A second window with a list of existing Master Issues is displayed. The Issue number and Issue title are listed as well.
    2. Click the radio button next to the Master Issue that you want to become the Master for the current Issue.
    3. Click GO. The Master Issue number now appears in the Issue Number box of the Link to Master pop-up window. You can review the details of the Master Issue you selected by clicking on View Details.
    4. Click GO. The current Issue is now a Subtask of the Master Issue you selected.

  • To link this issue to any existing Issue:

    1. Enter the Issue number for the Issue to which you wish to link as a Subtask. You can select from any existing Master Issue or any regular Issue that is not a Global Issue, GlobalLink, Subtask, or Solution.

    • Click GO. The current Issue is now a Subtask of the Master Issue you selected.

      Note

      If you input the Issue number of an Issue that is a Global Issue, GlobalLink, Subtask, or Solution, an error message is displayed.