Tasks queue

View your tasks

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

On the main menu, select Tasks.

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.

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.

To filter the tasks, click the Add filter

button on the left.

Manage your tasks

On the main menu, select Tasks.

Select the task record that you want to edit.

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

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

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.

Click Save.

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