Task Management
In BMC Helix Business Workflows, as an agent you can create and manage tasks to resolve cases. Tasks are child records of cases that enable you to split the cases into individual assignments so that you can focus on one assignment at a time and achieve the required results efficiently.
The following image shows the task management capabilities that are provided in BMC Helix Business Workflows to ensure effective management of tasks in a case:
Task types
Tasks are categorized into the following types:
Task creation
As a case agent, when you create a case by using a case template, tasks defined in the template are added to the case. When working on a case, you can add tasks to a case in the following ways:
- Create adhoc tasks—Create tasks by entering the task information. You cannot create automated tasks by using this option.
- Create tasks by using task templates—Create tasks by using predefined information and edit them as required.
Task stages
A task stage works as a tag that indicates the task level in the case resolution process. For example, the Pre-Onboarding stage is assigned to the task of generating an access card for a new hire. The stage indicates that this task should be completed before the new hire joins the company.
Task stages help you follow a systematic approach to manage tasks and resolve cases. Additionally, task stages help you to:
- Identify the level of the task
- Easily manage tasks by categorizing them based on different stages
Out-of-the-box stages
Out-of-the-box stages are available for tasks in the BMC Helix for Security Incident Handling line of business. These stages are assigned to predefined tasks that are available out of the box in a runbook in every security use case.
To learn about security stages and look at an example of using a security stage, see Security stages.
Custom task stages
A case business analyst defines task stages for a line of business. As a case agent, you can assign only these stages to ad-hoc tasks you create for cases in that line of business.
The following image illustrates an example where, Hannah, a case business analyst in Apex Global, defines task stages for the IT line of business. Then, Bill, a case agent in the company, assigns these stages to ad-hoc tasks for cases where users request for IT assets:
Learn more about task management
The following table lists the topics that provide more information about different concepts that are related to tasks:
Action | Reference |
|---|---|
Learn about the different statuses of tasks that help you proceed with the tasks. | |
Learn how to sequence tasks in a case so that you can change the sequence according to your requirements. | |
Learn how to work with automated tasks and the related concepts. | |
Configure automatic task assignment. | |
Learn how to work with to-dos and the related concepts. |