Work Item Task

Work Item is a Group Member of Task. Use the Work Item Form to define and manage Tasks required to resolve Incidents, Problems, or Changes. Create a new Work Item, assign ownership, and create dependencies from the Task tab in the Form Arrangement of these Business Objects.

Create a New Work Item

  1. From the CSM Desktop Client toolbar, click New > New Incident.
    Choose from the following Records: Incident, Problem, or Change.
  2. Complete the Incident Form.
  3. Click the New Work Item button from the Task tab in the Form Arrangement. A new Work Item Form opens with a unique ID and status of New.
  4. Assign a User owner.
  5. Provide a Title for the Work Item.
  6. Provide a Description of the Work Item Task.
  7. (Optional): Click the Task is for a future date/time checkbox to select a future date/time that the Work Item must be complete on.
  8. (Optional): Click the Track time spent checkbox to require the owner to log time spent resolving the Work Item.
  9. Click Save.
An email is automatically sent to the Work Item owner, notifying the user that a Work Item has been assigned to them. Once the owner begins work on the Task, the status of the Work Item moves to either Acknowledge or In Progress. The parent record cannot be closed until all associated Tasks have been completed.

Using Work Item Actions

There are several Actions associated with the Work Item Form to assist with managing Tasks and assist with completion:

  • Take Ownership: Click this link to assign the Task to yourself.
  • View Detailed Date/Time Information: Click this link to view details such as the time and date that the Work Item was created, when it was last edited, and parent record details.
  • Add to My Outlook Calendar: Click this link to add the Task due date to your Outlook calendar.
  • Add to a Downstream Task: Click this link to open a new Task Form. Doing so adds an additional dependancy to the parent record. The Downstream Task must be completed after the Work Item it was created from.
  • Link to an Upstream Task: Click this link to select an Upstream Task to link the Work Item to. The Upstream Task must be completed prior to completing the current Work Item.
  • Visualize Task Dependency Flow: Click this link to open a Visualization of all Tasks associated with the parent record in the order that they must be completed.
  • Decline this Task: Click this link to decline the task. The status automatically moves to Closed, and the Close Code is automatically set to Declined.
  • Reassign this Task: Click this link to reassign the task to another team or another User.

Complete a Work Item

After finishing a Task, complete the following steps to move the Work Item to Closed:
  1. Select a Close Code from the Close Code drop-down (example: Completed).
  2. Provide Completion Details.
  3. Click Next: Close in the Default Form to move the Work Item to Closed.