Task

A task is a unit of work describing an action to be performed, by whom, and when. They are used to accurately track the progress of a request or intervention.

Tasks allow you to break down a ticket, change, or project into several traceable actions, ensuring better distribution of work and optimal follow-up.

Main characteristics

• Link to an object: tasks are generally linked to a ticket, but can also be linked to an issue, a change, or a project.

• Description: free field to detail what needs to be done.

• Assignment: a task can be assigned to a technician, a group, or left unassigned.

• Scheduling: you can specify a planned start and end date/time.

• Status: allows you to track whether the task is pending, in progress or completed.

• Time spent (optional): allows you to record the time actually spent on the task.

• Notifications: allows to send notifications when new tasks are created or modified.

Description of each field

Icon

Explanation

followup_template.svg

Use a template if one exists (see task template for more information)

date_task.svg

Schedule the task (day/month/year and time)

category.svg

Add a task catgory

status_task.svg

Update the status (Information, To do, Done)

private_followup.svg

Change to public or private task (You can specify in Setup> General> Default Values > Assistance whether tasks should be marked as private or public by default.

save_add_knowledgebase.svg

Save and add to the knowledge base

duration_task.svg

Duration estimate

user.svg

User assigned to the task

group.svg

Group assigned to the task

plan_task.svg

Plan this task : - Start Date - Period - Reminder

Task template

Templates simplify the process of creating a task (for recurring tasks, for example). When creating a task, simply select the appropriate template and the information will be filled in automatically.

Create a template

You can create a template by going to Setup > Dropdowns > Assistance > Task templates or by creating a task directly from a ticket, project or change.

• Name: Will be appear in the list of templates

• Comments: Optionnal

• Content: You can use variables (click on available variable to see the list) and customise your content using the formatting bar

• Task category: Select the task category in thge dropdown list

• Status: add a status by default for your template (Information, To Do, Done)

• Private: Define whether this task is public or private

• Duration: Indicate the duration of the task (maximum 100 hours)

• By: The user assigned to the task. Select them from the dropdown list.

• Group: The group assigned to the task. Select them from the dropdown list.

• Pending reason: Indicate whether the ticket/change/project should be put on hold after the task is saved. See pending reason for more information.

Task categories

You can create task categories. These can then be exported for statistical purposes, for example.

Create a task category

You can create a category by going to Setup > Dropdowns > Assistance > Task categories or by creating a task directly from a ticket, project or change.

• Click on + Add

• Enter the name

• Define whether this category is a subcategory of another category.

• Select active yes

• You can define whether this category should be added to the knowledge base categories

Once the category has been created, you can add a subcategory and add a translation.