Service Manager powered by HEAT

Creating a Task

While working on a parent business object such as an incident, a change, a problem, or a release milestone, you can create tasks to complete work on the parent business object. You can then assign these tasks to different owners.

1.Log into the Service Desk Console.

2.Open a parent business object. For example, open the Incident workspace.

3.Click the Task tab.

4.Click New Task. The system displays the New Task dialog box and automatically puts the task in the logged state.

5.Enter information into the fields.

Field	Description
Summary	A brief summary title for the task.
Details	Description of the task.
Status	This field is automatically generated.
Priority	The priority. Automatically entered or select from the drop-down list.
Service	The service organization. Select from the drop-down list.
Team	The team. Select from the drop-down list.
Manager	This field is automatically generated based on the team field.
Owner	The owner. Select from the drop-down list.
Email	This field is automatically generated based on the value of the Owner field.
Phone	This field is automatically generated based on the value of the Owner field.
Actual Effort	The amount of time (in minutes) that the task has taken.
Cost ($)	This field is automatically generated based on the actual effort and cost per unit.

6.Click Attach file to attach a document to the record.

7.To add a comment, click Create. See Adding a Journal Entry to a Business Object.

8.Click Save to close the dialog box.

9.Click Save.

The system does the following:

•Displays the task record under the Task tab of the business object.

•Notifies the task owner (if specified) of the assignment. The team manager (if the owner is not specified) can assign the task to a team member.

•Updates the status of the task to assigned if an owner is selected; otherwise, it remains in the logged status.