Use > Request Fulfillment > Request Task workflow and user tasks > Examples: Request Task Workflow

Examples: request task workflows

The following examples demonstrates the minimum needed steps to complete the following out-of-box request task workflows:

ClosedGeneric Request Task workflow
Phase User Actions Options
Waiting To move the task to the Active phase, complete the tasks that this task is dependent on and meet the conditions that are set for this task.

If the task condition is evaluated as “false”, the system moves this task to the Cancelled phase.
Active
  1. Enter information for the required fields.
  2. Complete the actual task as described in this request task record.

From the Active phase, you can move the task to the following phases:

  • Cancelled: Click More > Cancel Task.

  • Review: Click the Review button for high priority tasks (1-Critical or 2-High).

    Note High priority tasks (1-Critical or 2-High) must be reviewed before closure.

  • Closure: Click the Close Task button for low priority tasks (3-Average or 4-Low).
Review

  1. Click the Review button.

  2. Review the data entered for the request task.

From the Review phase, you can move the task to the following phases:

  • Fulfillment: Click the Back to Fulfill button.
  • Cancelled: Click More > Cancel Task.
  • Closure: Click the Close Task button.
Cancelled To move the task to the Cancelled phase, click More > Cancel Task.  
Closure
  1. Click the Close Task button.
  2. Select the appropriate Closure Code.

  3. Enter the Closure Comments.

  4. Select the date on which the task is finished.
  5. Click Finish.
  
ClosedRequest Task with CMDB Update workflow
Phase User Actions Options
Waiting To move the task to the Active phase, complete the tasks that this task is dependent on and meet the conditions that are set for this task.

If the task condition is evaluated as “false”, the system moves this task to the Cancelled phase.
Active
  1. Change the status to In Progress.

  2. Update the information for the required fields if needed.

    For the "Purchase" task, follow steps:

    1. Enter the purchase information in the Purchase tab, and then click Save.
    2. Click the Receive button, and then review and update the CI details in the receiving form.

From the Active phase, you can move the task to the Cancelled phases by clicking More > Cancel Task.
CMDB Update
  1. Click the Update CMDB button.
  2. Review and update the CI information.

  3. On the CI Update History tab, do one of the following:

    • For purchase tasks, click Submit to CMDB.
    • For other tasks, click Update CMDB
  4. Click Yes to confirm the CMDB update.

Note For more information, see Updating CMDB

From the CMDB Update phase, you can move the task to the following phases:

  • Cancelled: Click More > Cancel Task.

  • Review: Click the Review button for high priority tasks (1-Critical or 2-High).

    Note High priority tasks (1-Critical or 2-High) must be reviewed before closure.

  • Closure: Click the Close Task button for low priority tasks (3-Average or 4-Low).
Review

  1. Click the Review button.

  2. Review the data entered for the request task.

From the Review phase, you can move the task to the following phases:

  • Fulfillment: Click the Back to Fulfill button.
  • Cancelled: Click More > Cancel Task.
  • Closure: Click the Close Task button.
Cancelled To move the task to the Cancelled phase, click More > Cancel Task.  
Closure
  1. Click the Close Task button.
  2. Select the appropriate Closure Code.

  3. Enter the Closure Comments.

  4. Select the date on which the task is finished.
  5. Click Finish.
  

Tip To check the activity log for a request task record, go to the Activities section of the record. The Activities section enables you to enter new updates or view journal updates and logged activities such as "Open" and "Update" for a record. For more information, see Activities section.

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