Task Information

Tasks organize a Service Desk ticket into a series of steps. Each task can be assigned a different assignee and tracked individually for completion. You can add notes and hours worked by individual task. All tasks for all tickets can be listed, sorted, filtered, searched and viewed using the Tasks Associated with Tickets page. If enabled in the ticket editor in the Tickets page, tasks are accessed using a separate Tasks tab.

Note: The Service Billing Integration and Task Information options cannot be used together within the same service desk.

To enable the display of tasks in Service Desk:

1. Ensure Enable Task Information is checked in the Desk Definition > New / Edit / General Info tab if you want to make this the default setting for all new user roles created from this point forward.
2. Ensure Show Task Information is checked in the Service Desk > Role Preferences > Service Desk tab for each combination of role and service desk, as necessary.
3. Ensure task values are defined for the desk definition, using the Desk Definition > Properties > Task Status Values tab.
4. Create or edit a ticket. The Tasks tab will display.

For more information see:

• Tasks Associated With Tickets
• Adding / Editing a Task
• The Add Note Dialog

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