Creating task templates

A task template defines a unit of work that carries out a single step in handling a change. At runtime, task templates are generated as tasks. In the execution stage of a task, at runtime, the Task form displays an extra tab labeled as Data. The Data tab makes a pool of fields (for example, Character01, Character02, and so on) available that you can dynamically use with variable templates. The field label is updated to show the new variable name.

Tasks consist of a combination of the following components:

• An automatic action that runs by itself and must be carried out
• A specified action that must be accomplished
• Data that is entered or mapped in the form of input variables
• Data that is written from the task to another task or task group in the form of output variables

These components are configured within the task template.

Change Management, Incident Management, and Problem Management integrate different amounts of the Task Management System (TMS) functionality. The task is the main action component of the TMS. All the work that is done toward managing and implementing a change request at runtime is carried out through tasks. In short, a task is a unit of work that is completed as a step in implementing a change request.

As an administrator, you can create the following distinct types of task templates:

• Manual—A person performs an action (for example, replacing a cable)
• Automatic—The task automatically executes a predefined instruction

At runtime, you can generate tasks in the following ways:

• Automatically, as a part of a task group or a change request. For example, if a change occurs and the change manager selects a task group, any tasks that are contained within the task group are generated according to how the flow has been defined.

• By selecting from a list of task templates. For example, if a change occurs for which no task group has been defined, the change manager still has access to all defined task groups and task templates.

  Important

  If the task template has its Visible value set to No, it cannot be directly selected at runtime.

You can specifically create an ad hoc task to perform some action during a change where no defined task template is appropriate.

To open the task template form

1. On the IT Home page, click the Application Administration Console link.
2. On the Application Administration Console, click the Custom Configuration tab.
3. From the Application Settings list, select Task Management System > Task Configuration > Task Template, and then click Open.

To enter task template details

Define important task template details, for example, the type of task or the application it applies to.

To enter information in the top pane of the form

1. On the Task Template form, fill in the required fields.

   Field name	Description
   Company	The company to which this variable applies.
   Name	The name of the task template.
   Summary	A brief description of the purpose of this task template.
   Template Category Tier 1	The Template Category Tier 1 categorization from the associated field menu. The content of the Template Category Tier 1 menu corresponds to the installed BMC Helix ITSM applications for which you can create tasks. The menu is populated by the active records in the Integration Configuration form. For information about integrations, see Configuring-application-integrations. You can categorize task templates under a three tier hierarchy. The tiers help you to organize related templates. The Tier 1 categorization is mandatory, while Tier 2 and Tier 3 (described in the Optional Fields table) are optional. Examples: Change Management System -> VM -> Provision Change Management System -> VM -> Extend
   Type	The type of task template. The options are as follows: Manual—Requires a person to take a certain action. Usually, the person is notified of their assigned task. Automatic—Performs automatic action, for example, rebooting a server. If you select this option, you must specify an automatic command on the Automatic tab before you can save the task template. For more information, see Creating-tasks-related-to-a-change-request.
   Status	The status of the task template. The options are as follows: Active—Enables the template for use during the execution stage. Inactive—Deactivates the template. Inactive objects cannot be used at runtime. Usually, you can set an object to Inactive when it is no longer used at runtime, but might be needed again in the future. When it is needed again, you can reset it to Active. Potential—Puts the template into inactive status. You can design the template without activating it.

2. Fill in the optional fields.

   Field name	Description
   Category	The application to which group of templates this one belongs. The menu is data-driven by active records in the Integration Configuration form. For information, see Configuring-application-integrations.
   SubCategory	An optional sub-category description.
   Template Category Tier 2	The appropriate template Tier 2 categorization. To create a Template Category Tier 2 categorization, type the category name in the Template Category Tier 2 field. When you save the template, the category name is also saved and added to the field's selection list, where it is available to select when you create the next template. To select a Template Category Tier 2 categorization, open the Template Category Tier 2 field menu and select the categorization.
   Template Category Tier 3	The appropriate Template Tier 3 categorization. Use the same method described for creating or selecting Template Category Tier 2.
   Notes	A description of the variable template's function or any other helpful text for future administrators and designers.
   Priority	The priority of the task template. The priority is applicable during the execution stage.
   Visible	Indicates whether this template is visible or hidden to the user for selection during the execution stage.
   Locale	The locale to which this template is applicable.

3. Click Save.
4. From the General tab, you can specify commands and their parameters, and if the task template is global or used by a specific company.

To enter information in the General tab

1. On the General tab of the Task Template form, enter the indicated information in the fields that are grouped as shown in the following table:

   Field group name	Description
   Task Location area (Required)	Company information in the Task Location fields. This task template is specific to the company you select. The Region, Site Group, and Site fields are dynamic, which means that the values you can select from these fields are dependent on the previous selection. The Company field is on the General tab.
   Command	Launch Command or Details Command that executes at runtime. Additional commands can be defined for any other third-party application. Example: A Details Command is the TMS_OUT_CMS_CHKCOMPLIANCE_STATUS used with the Closed Loop Verification task template to set up compliance parameters for Closed Loop Verification.
   Task Attachments	Attachments that might be necessary for this task template. Attachments might be how-to documents that help the user complete the task when the template is used during the execution stage.
   Time Out	The timeout value, status, and status reason for the time out. The timeout value is applied to the Activate time field on the runtime objects. If this timeout value is reached, the Task or Task Group is set (by an escalation of ten minute intervals) to the predefined status value. Important: The clock stops when a Task or Task Group is in Pending status. The fields in the Time Out section are: Time Out Value—The amount of time after which the task times out at runtime. Unit—The time in seconds, minutes, hours, or days. Time Out Status—The status that is set when timeout is reached. Time Out Status Reason—A corresponding status reason for the status value, if applicable.

   Both, the Launch Command and Details Command on the General tab of the Task Template form are features that require manual intervention to drive them on the runtime task form. In both cases, the user must click a button.

   • Only manual task templates should have Launch Commands. All of the CCM manual task templates have examples of Launch Command.
   • Automatic tasks can have a Details Command. Users might get assigned to monitor such a task, and they might want to do a manual check on an external application, for example, as with the Closed Loop Verification (automatic) task template for CCM.

2. (Optional) Click Define Commands to view existing commands or create a new command.

   Important

   Applications for which commands are being defined must be registered in the CAI.

   Commands are defined and stored in the Command Automation Interface (CAI) forms. Every command consists of the following items:

   • Command—Construct a command that is executed at runtime. Commands are static values, for example, Send.
   • Parameter—Construct a parameter for the command. Parameters are dynamic values that are defined at runtime from the Tasks form. 
     For more information, see Command Automation Interface   and Defining command parameters .
3. Click Save.
4. Continue setting up the task template, as described in To classify the task template.

To classify the task template

Use the Classification tab to specify whether the task uses product categorization or operational categorization values.

1. On the General tab of the Task Template form, click the Classification tab.

2. Enter information in the following fields:

   Field name	Description
   Operational Categorization	Values from the Operational Categorization lists to classify the task.
   Product Categorization	Values from the Product Categorization lists to classify the task.

3. Click Save.
4. Continue setting up the task template, as described in To specify assignment information for the task template.

To specify assignment information for the task template

Use the Assignment tab to specify whether the task template should be automatically assigned to a company, group, or individual. You can also specify whether assignees should be automatically notified if a task is assigned to them.

1. On the Assignment tab of the Task Template form, enter information in these fields:

   Field name	Description
   Assignee Company	The company which is assigned runtime tasks from this task template.
   Process Name	A process name for the task assignment. This is set up in the Assignment Engine for individual auto-assignment.
   Assignee Organization	The organization from the selected company that is assigned this task.
   Assignee Group	The group to which this task is assigned at runtime.
   Assignee	The assignee to whom this task is assigned at runtime.
   Notify Assignee	Whether the assignee should be notified of the task assignment. The notification method is specified in the individual's People record.

2. Click Save.
3. Continue setting up the task template form by creating input and output variables, as described in Mapping input and output variables.

To set up automatic commands

The Automatic tab on the Task Template form appears only if the task template that you are defining is for an Automatic task. You can also create an automatic task that queries fields for approval.

On the Automatic tab, you define the Automatic Command of an automatic task template. All the components necessary to drive the automatic task template are defined on the Automatic tab. Automatic task templates imply that the runtime task instantiated from them can run automatically without human intervention. A user could be assigned to monitor the task but that is not required.

For more information, see Creating-tasks-related-to-a-change-request and Task-Management-SOAP-web-services.

1. On the Automatic tab of the Task Template form, define automatic commands for this task template:

   Field name	Description
   Automatic Command	A command, which is defined as a menu item. The following automatic commands are available: Add Fields—Field1 gets the value of Field2 + Field3; internal to the TMS module. Check Approval—Checks to see whether approval has been obtained. Frequency of approval check is based on the interval defined below. Internal to the TMS module. For more information, see Creating-tasks-related-to-a-change-request. Copy Field—Field1 gets the value of Field2; internal to the TMS module Set Compliance— This command triggers a filter that has a web service (consuming). However, you must install and configure the full CCM integration to use this functionality. Set Decimal—Field1 gets the contents of Decimal; internal to the TMS module. Set Text—Field1 gets the contents of Text; internal to the TMS module. Subtract Fields—Field1 gets the value of Field2 - Field3; internal to the TMS module.
   Automatic Description	A description of the automatic functions of this task, which guides how the template should be created. This field is populated when you select an automatic command. Important: Because the Automatic tab is not displayed in the runtime task, the Name, Summary, and Notes fields should describe what the automatic task does.
   Field 1, Field 2, Field 3	(If applicable) The names of these fields that the automatic action requires input from or output to; used with Add Fields, Copy Field, Set Decimal, Set Text, and Subtract Fields automatic commands.
   Text	Information about how the automatic action should be implemented and how it should behave; used with the Set Text automatic command.
   Decimal	Enter a number to more directly determine the value to be used in an action; used with the Set Decimal automatic command.
   Interval	Sets the AutomaticIntervalTime based on the interval defined, for example, 1. You use it in connection with the Unit field and the Check Approval automatic command. For more information, see Creating-tasks-related-to-a-change-request.
   Interval Unit	Sets the AutomaticIntervalTime based on the unit defined, for example, Days, Hours, or Minutes. For more information, see Creating-tasks-related-to-a-change-request.
   Retries	Number of times this automatic task is retried in the Number of Retries field. This feature allows an automatic task to be retried if it returns with a Return Code Value of FAILURE.
   Integration Job	Represents an automatic task used for integration with automation system. When a change record is created from automation system, a task for automation job is created in Change Management. A filter is triggered, which pushes the task data to the Change Outbound interface form. This command is applicable to Operator Initiated Change use case. For more information, see Operator-Initiated Change in the BMC Change Automation online documentation.
   Schedule Job	Represents an automatic task, which triggers a job in automation system. A filter is triggered, which pushes the task and target or CIs' data to the Change Outbound interface form. There is an escalation running on the Outbound interface form, which sets the status to ReadyToExecute when the schedule date is reached. This command is applicable to Change Initiated Job use case. For more information, see Change-Initiated Job  in the BMC Change Automation online documentation.

2. Click Save.
3. Continue setting up the task template by defining completion qualifications, as described in To define qualifications for task completion.

To define qualifications for task completion

By default, a task is considered complete when it is run. When a task is complete, its status is Closed and its status reason is Success, Canceled, or Failed. If you want other ways of determining whether a task is complete or successful, you can build qualification statements.

If the qualifications are not met, the task does not close. Set qualifications for task completion only if the task is automatic.

1. On the Completion tab of the Task Template form, build a qualification to indicate completion for this task template:

   Field name	Description
   Done Qualification	A qualification statement that is used to evaluate whether the task is complete. A task is done when it is marked as Closed.
   Success Qualification	A qualification statement that is used to evaluate if the task is successful.

2. Click Save.
3. Continue setting up the task template, as described in To specify financial information.

To specify financial information

The task template can include auto-cost estimates. Use this information to forecast the cost of the task. For example, the budget of a change request should take two hours to perform.

1. On the Financials tab of the Task Template form, define financial details for this task template:

   Field name	Description
   Budget Calculation Unit Type	How to measure the cost. Choices are Flat Rate, Hours, or Minutes.
   Estimated Total Time	The time based on unit type.

2. Click Save.
3. Continue setting up the task template, as described in To specify usage information.

To specify usage information

The Usage tab tracks whether the task template is being used by Task Group Templates, Parent Templates, or Request Templates. The metrics indicate how many times the template was used at runtime and some of the most important status values, for example, Last Used or Closed Success.

1. From the Show field on the Usage tab in the Task Template form, select a Task Group Template, Parent Template, or Request Template (for example, Change Template).
2. The Used By Templates table shows other templates that are using the task template.
3. Click Save.
4. Continue setting up the task template, as described in To view system information for task templates.

To view system information for task templates

Review the information about the System tab of the Task Template form. The System tab shows internal information about the task template.

Example of creating task templates with a workflow

This example shows how to create task templates or task group templates with workflow. The example illustrates how you can leverage the flow logic in a task group template to bypass tasks.

To build TMS workflow to bypass tasks

1. Create a variable template:
   1. From the Application Settings list, select Task Management System > Task Configuration > Variable Template, and then click Open.

   2. In the Variable Template form, create an entry with the following selections:

      Field	Setting
      Name	Phone Type
      Company	Your company
      Type	Local
      Template Category Tier 1	Select Change Management System
      Status	Active

   3. Save and close the Variable Template form. 
      For more information, see Creating-variable-templates.
2. Create the phone contact task template:
   1. From the Application Settings list, select Task Management System > Task Configuration > Task Template, and then click Open.

   2. In the Task Template form, create an entry with the following selections:

      Field	Setting
      Name	0 - Phone Contract
      Summary	Fill Out Phone Contract
      Type	Manual
      Template Category Tier 1	Select Change Management System
      Status	Active

   3. On the General tab, select your company.
   4. On the Assignment tab, enter the assignment settings.
   5. On the Output tab, map the Character 01 field to Phone Type as the local output variable.
   6. Click Add to create the output variable mapping.
   7. Save the Task Template form. 
      For more information, see .
3. Create the first phone task template:

   1. In the Task Template form, create an entry with the following selections:

      Field	Setting
      Name	1 - ATT Phone Type Selection
      Summary	Select from ATT, Apple, Motorola
      Type	Manual
      Template Category Tier 1	Select Change Management System
      Status	Active

   2. On the General tab, select your company.
   3. On the Assignment tab, enter the assignment settings.
   4. On the Input tab, map Phone Type as the local input variable to the Character 01 field.
   5. Click Add to create the input variable mapping.
   6. Save the Task Template form.
4. Create the second phone task template:

   1. In the Task Template form, create an entry with the following selections:

      Field	Setting
      Name	1 - Apple Phone Type Selection
      Summary	Select from ATT, Apple, Motorola
      Type	Manual
      Template Category Tier 1	Select Change Management System
      Status	Active

   2. On the General tab, select your company.
   3. On the Assignment tab, enter the assignment settings.
   4. On the Input tab, map Phone Type as the local input variable to the Character 01 field.
   5. Click Add to create the input variable mapping.
   6. Save the Task Template form.
5. Create the third phone task template:

   1. In the Task Template form, create an entry with the following selections:

      Field	Setting
      Name	1 - Motorola Phone Type Selection
      Summary	Select from ATT, Apple, Motorola
      Type	Manual
      Template Category Tier 1	Select Change Management System
      Status	Active

   2. On the General tab, select your company.
   3. On the Assignment tab, enter the assignment settings.
   4. On the Input tab, map Phone Type as the local input variable to the Character 01 field.
   5. Click Add to create the input variable mapping.
   6. Save the Task Template form.
6. Create the last task template:

   1. In the Task Template form, create an entry with the following selections:

      Field	Setting
      Name	2 - Register Phone
      Summary	Register Phone
      Type	Manual
      Template Category Tier 1	Select Change Management System
      Status	Active

   2. On the General tab, select your company.
   3. On the Assignment tab, enter the assignment settings.
   4. On the Output tab, map the Character 01 field to Phone Type as the local output variable.
   5. Click Add to create the output variable mapping.
   6. Save and close the Task Template form.
7. Create the task group template. 
   For more information, see Advanced task group template - Standard type.
   1. From the Application Settings list, select Task Management System > Task Configuration > Task Group Template, and then click Open.

   2. In the Task Group Template form, create an entry with the following selections:

      Field	Setting
      Name	New Cell Phone Template
      Summary	Cell Phone Procurement
      Company	Your company
      Type	Standard Important: Select Standard, not Sequencing (the default).
      Template Category Tier 1	Select Change Management System
      Status	Active

   3. On the Association tab, add the task templates you created to the list of current associations.
   4. On the Flow tab, define the flow relationships between the tasks. 
      To bypass tasks, you must configure the output of the previous task to be the input on the next task in the process flow. You then must qualify some tasks so that a particular selection by the person working the task determines the task flow.

   5. Create the following flow relationships:

      From Task Group or Task (Predecessor Name)	To Task Group or Task (Successor Name)
      Start	0 - Phone Contract
      0 - Phone Contract	1 - Apple Phone Type Selection
      0 - Phone Contract	1 - ATT Phone Type Selection
      0 - Phone Contract	1 - Motorola Phone Type Selection
      1 - Apple Phone Type Selection	2 - Register Phone
      1 - ATT Phone Type Selection	2 - Register Phone
      1 - Motorola Phone Type Selection	2 - Register Phone

      To create the flow relationship, select a task from each of the tables, and then click Flow To. Click Remove to delete the relationship.

   6. Edit the flow relationship of all the predecessor tasks at level 0 (Phone Contract) that flow to the successor of the three separate phone type selections at level 1. 
      For example for the Phone contract to Apple Phone Selection, select the entry under the flow relationships, and then click Edit.
   7. Click the Input tab in the Flow Template dialog box, and then map Phone Type as the local input variable to the Character 01 field.
   8. Click Add to create the output variable mapping.
   9. Click the Qualification tab, and then enter the following qualification criteria:
      'Character 01' = "Apple"
   10. (Optional) Edit the evaluation and flow criteria, as needed.
   11. Create flow qualification criteria for the ATT and Motorola tasks:
       'Character 01' = "ATT"
       'Character 01' = "Motorola"
8. Create a sample change request.
9. Add the New Cell Phone task group template to the change request.
10. Use the Process Flow Status bar to move the change request to Implementation In Progress status.
11. Click the Tasks tab, and then click View Flow. 
    You can now see how your task flow is branched in the Task Flow Viewer. The following figure illustrates tasks branched in the Task Flow viewer.
    
    
12. View the first assigned task (0 - Phone Contract) in the change request.
13. In the Task form, click the Data tab.
14. In the Phone Type field, enter ATT. 
    Many field types are available to you for mapping variables. This example only used a character field even though there are also numeric fields and date/time fields. When you mapped Character 01 to the Phone Type variable, the field label is updated to show the variable name.
15. Work the task to the Closed status. 
    When you return to the change request, the Apple and Motorola tasks are bypassed.

This procedure has been a short example of a standard task group template showing how tasks can be bypassed using built-in workflow in TMS. You cannot select the bypass state, but it is a result of workflow processing within the task group flow. If you try to bypass the tasks manually, an error is displayed.