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This documentation supports the 22.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Planning work on tasks

You can open and view the contents of individual task records. This enables you to see detailed information about the individual records and to update them. You can also plan the time for individual tasks.

Depending on how your system is configured, you might receive notification of assigned tasks by email or by an alert. You can also use the Overview console to view all tasks assigned to you. The TAS prefix identifies tasks. To access the Incident Management console, the task implementer must have Incident Master, Incident User, Incident Submitter, or (at minimum) Incident Viewer permissions.

When you follow the recommended lifecycle of an incident, the status of a task must be set to Scheduled before you accept the task. After you receive notification of a task assignment, you must accept it. 

Related topics

Defining business schedules using Business Time

Managing a CI blackout schedule with time segments

To view task records

  1. Open the incident request record and click the Tasks tab.
  2. Click inside the Tasks and Task Groups table.
    A list of the tasks and task group appears in the table.
  3. In the Tasks and Task Group table, select the task record you want to view, and then click View.

To plan the time for tasks

  1. On an incident request form, select the Tasks tab.
  2. Select a task and click View.
  3. On the task form, click the Dates tab.
  4. In the Dates/Time region of the form, provide dates for the Scheduled Start Date and Scheduled End Date fields.

  5. In the Time Segment Action field, select the following options:

    Time Segment Action

    Description

    Analyze Time Segments

    Use this option to create the required time segments. For example, you can view when the CI is available or unavailable and accordingly create a time segment.

    Create Business Event Time Segment

    Use these options to create or modify the required time segments for business events, for example, holidays or training. Ensure that the business event is unique. Title and specified attributes make a business event unique.

    Modify Business Event Time Segment

    Create Categorizational Time Segment

    Use these options to create or modify the required time segments based on categorizations, for example, Calbro Services - Hardware. Ensure that the categorization is unique. Ti tle and specified attributes make a categorization unique.

    Modify Categorizational Time Segment

    Create/Modify CI Time Segment

    Use this option to create a time segment that indicates when the CI is available or unavailable.

  6. Save and close the form.

To accept an assigned task

  1. Open the incident request record and click the Tasks tab.
  2. From the Tasks and Task Groups table, select the task that you want to accept.
  3. Click View.
    To view the related incident request record, click Open next to the Request ID field on the Task form.
  4. If the Status field of the incident is set to In Progress, in the task, manually set the value of the Status field to Work in Progress.
    In addition, different escalations occur based on the task's status. If the task is still in the Scheduled state while you are working on it, an inaccurate escalation can occur.
  5. Click Save.

 

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BMC Helix ITSM: Service Desk 22.1