Assigning and reassigning tasks

After creating a task or adding a task template to an incident request record, you assign it. You can assign tasks to individuals or to a support group.

If you cannot resolve one of your assigned tasks, you or your group coordinator can reassign the task. For example, you might ask the group coordinator to reassign the task in situations where you want to reassign the task to someone outside your group.

When you relate tasks or task groups to an incident, they are automatically sequenced in the order in which you related them to the incident. Similarly, when you create a new incident by using an incident template that is related to some task or task group templates, the task or task group templates are automatically sequenced in the order in which they are related to the incident template. This sequence is strictly enforced in the incident. However, you can reassign the sequence in which tasks and task groups are performed. You can also assign the same sequence number to more than one task or children tasks of a task group. If two tasks or children tasks of a task group have the same sequence number, they are considered peers. You can work on peer tasks in any order. (You can reassign the task sequence numbers only when tasks are in the Staged status, and not when they are in any of the active statuses.)

To assign a task

1. Open an incident request and click the Tasks tab.
2. Select a task and click View.
3. On the task form, select the Assignment tab.
4. From the Assignee or Assignee Group lists, select the person or support group to work on the task as the task implementer.
5. Save and close the form.
   The task implementer for that task is notified of the task assignment.

To reassign a sequence to task groups and tasks

1. Open an incident request and click the Task tab.
2. In the Tasks and Task Groups table, select the task that you want to resequence.
3. To move the selected task higher or lower in the sequence, click the up or down arrow to the right of the table.
4. Click Close.

To reassign sequence numbers to task group children

1. Open an incident request and click the Task tab.
2. In the table, select the task group. 
   The tasks assigned to the task group appear in the Children of Selected Task Group table. 
3. If needed, refresh the Children of Selected Task Group table and then select the task that you want to reassign.
4. To move the selected task higher or lower in the sequence, click the up or down arrow to the right of the table.