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Tasks queue

The Tasks queue displays the manual tasks that are assigned to you, as well as those assigned to groups of which you are a member. This page enables you to view and manage these tasks from one point of access.

View your tasks

  1. On the main menu, select Tasks.

  2. Select:

    • MY TASKS to view your tasks in the following phases:

      • New

      • Planning
      • In progress
      • Review
      • Failed
    • MY GROUP TASKS to view all tasks of your group.
    • RECENT COMPLETED TASKS to view the tasks that have been completed by you recently.

    The tasks are displayed.

    By default the grid displays the following information about the task:

    • ID: The task ID
    • Title: The title of the task
    • Phase ID: The ID of the current phase of the task
    • Priority: The priority of the task
    • Requestor: The requester of the task
    • Parent entity: The type and title of the record in which the task is created

    In the right pane, the details of the task are displayed at the top, and details of the parent record are displayed below that.

  3. To sort the grid, click the heading of the column by which you want to sort the grid. By default, tasks are displayed by descending (highest to lowest) priority.

  4. To filter the tasks, click the Add filter Image of add filter icon button on the left.

Manage your tasks

  1. On the main menu, select Tasks.

  2. Select the task record that you want to edit.

    To filter the record list, click the Add filter  button. For more information, see Filters.

  3. Click the record identifier in the ID column to display the selected record.

  4. Edit the task details in the General tab. The following sections are available:

    • Review

      Enter comments in the Reviewer Comments field.

    • Context record

      The following fields are displayed:

      Field Description
      Priority

      The priority of the task.

      Note This value is copied from the parent record and automatically filled in by the system.

      Requestor

      The user who opened the parent record of the task.

      Note This value is copied from the parent record and automatically filled in by the system.

    • Task properties

      The following fields are displayed:

      Field Description
      Description A description of the task. This field is read-only.
      Assignment group

      The group assigned to perform the task.

      Example: Windows Tower team

      This field is read-only.

      Assignee

      The user assigned to perform the task.

      This field is read-only.

      Completion summary A summary of the completion of the task
      Billed duration Select the duration (in days, hours, and minutes) for billing purposes.
      Task plan showstopper Failure of the task indicates a showstopper
      Requires review Indicates that review is required after implementing the task
    • Scheduling

      The following fields are displayed:

      Field Description
      Planned start date The date the task is to start
      Planned end date The date by which the task should be completed
      Actual start time

      The time the task started. This field is read-only

      Actual end time

      The time the task finished. This field is read-only

    • External

      The following fields are displayed:

      Field Description
      External contact Select the contact representing the external supplier or vendor if they are registered as a contact in Service Management.
      External contact detail Enter contact information for the external party. This is especially relevant if they are not registered as a Service Management contact.
      External process reference Enter the ticket ID of the ticket opened with the supplier.
    • Attachments

      Click Add attachment if you want to attach a file to the record.

      Note

      • The following file formats are supported: jpg; jpeg; gif; png; doc; docx; ppt; pptx; xls; xlsx; pdf; txt; xml; zip; msg; sql; gz; rar; tar; 7z.

      • The maximum file size of an attachment is 10 MB.

      • If the Attachments field has been defined as encrypted for this record type and you are a member of an encryption domain, click Add encrypted attachments to attach an encrypted file to the record.

      • Attachments are not visible in the Service Portal.

  5. Click Save.

 

Note When the task moves to the Completed/Canceled phase, it is automatically removed from the Tasks queue.

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