Adding configuration items to tasks

A task is a unit of work that needs to be completed as a step in resolving an incident. If the solution to an incident involves more than one action, procedure, or process, consider dividing the solution into separate tasks. Dividing the solution into separate tasks can help you better manage and monitor the as it moves toward resolution. 

For more information about tasks, see Managing work on tickets by using tasks in the BMC Helix ITSM: Service Desk online documentation portal.

Important

For 

BMC Helix Telco Extensions

, only Progressive Web App screens are supported. The classic Smart IT and Mid Tier screens are not supported.

Related topics

Creating-an-incident-ticket

Viewing-and-updating-incident-requests

Troubleshooting-task-location-issues


To add a configuration item to a task

  1. Edit a task and click Relate configuration item.
  2. From the filter options, select either of the following options:
    1. Select CIs from parent Ticket
    2. Select from all CIs
  3. Select the required CIs from the list or search for the CIs.
  4. Select the relationship type.
  5. Click Save.

Important

The CI reported by the primary alarm is populated in the CI field on the incident and the CIs reported by the secondary alarm are displayed on the Configuration Items tab.

CI filter options for task.png


To manually modify a task location

To make sure that the field service technicians have the exact information about the location of the fault, you can edit the Address field on the task form to add more details related to the address. The default value for the Address field is populated from the BMC Helix ITSM foundation data.

  1. Open an existing task.
  2. Click Edit.
  3. In the Address field, modify the address to add the exact location details.
  4. Click Save.

Important

When you modify the Address field, the changes are saved on the Task form itself. The original address in the BMC Helix ITSM foundation data does not change.

Edit task location address.png


To update the task location with the CI location

If you have not provided the location details while creating the task and you add one or more CIs to that task, BMC Helix Telco Extensions checks for the first CI in the list for the location. If that CI does not have the location details, the location of the next CI is considered. After that, the location of the first CI that matches with the Region, Site group, and Site field values is automatically populated in the Address field. The Activity Note displays the information about the CI whose location is used as the task location. If you add more CIs after the task location is automatically updated, the task location does not change.

To change the automatically populated task location, click Configuration items, select the required CI, and click Update task location. Alternatively, manually edit the task and update the location.

For information about troubleshooting issues related to updating the task location, see Troubleshooting-task-location-issues.


Additional status reason options for tasks with Work in Progress status

When you update the status of any task on the Task form to Work in Progress, you can track the progress of that task that the field service technician is working on. For this, the following additional options are available on the Status Reason field for a task:

  • Arrived at Location
  • Traveling
  • Work Started

Status reason for tasks.png

 

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