Task lifecycle

As a case agent, when you add tasks to a case, they go through multiple statuses from Staged to Closed throughout their lifecycle. You can change the status of a task to reflect its progress. By default, a task is in the Staged status when it is queued for execution.

Based on the task type, the default lifecycles of tasks also differ. If a case business analyst modifies the default lifecycle of tasks, then tasks follow the modified lifecycles. For more information, see Modifying-the-lifecycle-of-cases-tasks-and-knowledge-articles.

Lifecycle of a manual task

To change the status of a task after it is created, you must have access to the task. For more information about permissions to access tasks, see Data-access-model. 

When you change the status of a task, notifications are sent to the assignee of the task and the parent case. For more information about notifications, see Creating-custom-notifications.

The following figure illustrates the lifecycle of a manual task:

Lifecycle of an automated task

Automated tasks can be completed successfully or fail. If an automated task fails, you can either rerun the failed task, or manually change its status to Completed, if required. For more information, see Updating-tasks-and-tracking-progress. 

The following figure illustrates the lifecycle of an automated task:

Lifecycle of an external task

The lifecycle of external tasks is the same as that of manual tasks. You can integrate the tasks in your application with an external application. For the integration with an external application or a system, the case agents select task type as external.

For more information about integration of third-party application with your application, see Integrating-BMC-Helix-Business-Workflows-with-other-applications.

Task status and associated status reasons

Out-of-the-box, a task status has associated status reasons. A status reason determines why a task is set to a status. 

The following table lists the task statuses and associated status reasons for manual and automated tasks:

Where to go from here

Updating-tasks-and-tracking-progress