Service Manager powered by HEAT

Working on a Task

•About Tasks

•Accepting a Task

•Rejecting a Task

•Setting a Task to Waiting for More Information

•Continuing to Work on a Task

•Creating a Task

•Service Manager powered by HEAT

•Service Manager powered by HEAT

•Service Manager powered by HEAT

•Service Manager powered by HEAT

•Service Manager powered by HEAT

About Tasks

We recommend that tasks linked to a parent business object be completed before the status of the parent business object is set to resolved or closed. If the default workflow for some parent business objects does not enforce rules for completing child tasks before the parent business object can be resolved, the best practice is to manually set tasks to the completed status when the parent business object is closed or work with your administrator to set up business rules or workflow for managing tasks.

The system emails task assignees when assigned a task. If the task is assigned to a team without a specified owner, the team manager can assign the task to another team member. See Assigning a Task to an Owner.

When the system notifies you of a task assignment, you can open the task record and accept or reject the task assignment or you can respond directly from the email.

If the system assigned the logged task to a specific owner, the system displays that task in the My Open Tasks dashboard part on the home page of the logged-in user.

Accepting a Task

1.Open a workspace that has tasks. For example, open the Change workspace.

2.Open a record within the workspace. For example, open a change.

3.Click the Task tab. The system displays the tasks associated with the record.

4.Highlight a task.

5.Click Accept on the task toolbar. The system starts the escalation clock for the task and sets the task status to assigned.

Rejecting a Task

1.Open a workspace that has tasks. For example, open the Change workspace.

2.Open a record within the workspace. For example, open a change.

3.Click the Task tab. The system displays the tasks associated with the record.

4.Highlight a task.

5.Click Reject on the task toolbar. The system sets the task status to rejected and keeps the value of the owner field the same. The task is no longer valid.

Setting a Task to Waiting for More Information

1.Open a workspace that has tasks. For example, open the Change workspace.

2.Open a record within the workspace. For example, open a change.

3.Click the Task tab. The system displays the tasks associated with the record.

4.Highlight a task.

5.Click Waiting on the task toolbar.

6.Enter the reason for waiting.

7.Click OK. The system stops the escalation clock.

Continuing to Work on a Task

When a task is set to waiting for more information status, you must change its status before you can start working on it again.

1.Open a workspace that has tasks. For example, open the Change workspace.

2.Open a record within the workspace. For example, open a change.

3.Click the Task tab. The system displays the tasks associated with the record.

4.Highlight a task.

5.Click Continue on the task toolbar. The system changes the task status to accepted.

6.Enter information in other fields as needed.

7.Click Save.