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
- From the CSM Desktop Client toolbar, click
Choose from the following Records: Incident, Problem, or Change.
.
- Complete the Incident Form.
- 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.
- Assign a User owner.
- Provide a Title for the Work Item.
- Provide a Description of the Work Item Task.
- (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.
- (Optional): Click the Track time spent checkbox to require the owner to log time spent resolving the Work Item.
- Click Save.
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:
- Select a Close Code from the Close Code drop-down (example: Completed).
- Provide Completion Details.
- Click Next: Close in the Default Form to move the Work Item to Closed.