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.
|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.|
|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.
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.