Adding tasks to an incident request

To add a task using task templates

1. Open the incident request record, and click the Tasks tab.

2. From the Request Type list, select Task Template or Task Group Template, and then click Relate.

   Tip

   To manage a large number of task templates, you can filter the list by selecting from the Type and Category lists at the top of the dialog box.

3. From the hierarchical list of task templates in the Select Template dialog box, select the appropriate template for the task you are adding, and then click  Relate . 
    To expand a category in the hierarchy, click the arrow beside the category name.  The list of task templates on the right side of the Select Template dialog box represents all the templates associated with the category that you selected on the left side.
4. Repeat steps 2 and 3 for all tasks you want to add to the incident. 
   The templates you selected are displayed in the Tasks and Task Groups list. If no templates are listed, click inside the list to refresh the table.
5. If necessary, redefine the numeric sequence of the children tasks created by any group template, as described in Assigning-and-reassigning-tasks. 
    The task management subsystem enforces the dependencies between tasks. These relate to the sequence order specified in the Incident Request form.
6. Click Close.
7. When you finish adding templates, save the incident.

To create an ad hoc task

Ad hoc tasks are tasks that are not predefined by a task template and, therefore, must be created manually.

1. Open the incident request record and click the Tasks tab.
2. From the Request Type list, select Ad hoc.
3. Click Relate. 
   The Create Task form appears. Some fields in the form are already completed with the data for the incident.
4. In the upper region of the form, complete the following required fields:
   • Name—Enter a descriptive name of the task.
   • Summary—Enter a brief description of the task. 
     The Type field is set to Manual by default when you create an ad hoc task.
5. On the General tab, complete information about the company. 
   The default value in the Company field is the contents of the Incident Location field in the Incident Request form. Your task can be assigned to an different department or a different company.
6. On the Requester tab, complete information about the person creating the task (Requester) and the intended target of the task (Requested For). 
   Some information is set by default from the Requested By information of the incident.
7. On the Categorization tab, complete information about the product and operational categorizations.
   Optionally, you can click the Copy Parent Data option to copy the parent categorization information to the task.
8. (Optional) On the Assignment/Dates tab, assign the task by completing the following fields:
   • Assignee Group—Select a task implementer group from the list. 
   • Assignee—Select a task implementer from the list.
     The Assignment Engine automatically assigns the task when the task is created according to how the administrator has configured Incident Management, but you can override this setting if necessary. For more information about assignment configuration, see Configuring assignments.
   • Scheduled Start Date—Enter an estimated start date.
   • Scheduled End Date—Enter an estimated end date. 
     You can set the Start Date and End Date to be different from the dates of the parent incident.
9. On the Relationships tab, search for and then relate configuration items that are needed with this task. 
   You can perform quick actions that are associated with the task, for example, get related relationships.
10. When you finish creating the task, click Save. 
    The task information form closes and returns you to the Incident Request form. The task management subsystem enforces the dependencies between tasks. These relate to any Sequence order you might have specified in the Incident Request form.
11. Click Save on the Incident Request form.