Tasks
On this page
Introduction
Service Desk Task assignments are critical in managing the work of your service desk.
Navigation
From the left navigation pane, select Tasks.
All Tasks index page
The Task index page is a central list of all tasks based on user permissions.
Columns include:
- Task/Approval Number
- Type
- State
- Updated at
- Completed at
- Completed by
- Title
- Assignee
- Creator
- Due Date
- Created At
- Preview eye
- Source
- Actions
From the index page, users can:
- Click the Title to open the task in the same tab.
- Use the Preview eye to open a side panel showing task details and comments.
- Use Actions to complete a task or approve/decline an approval.
- Change the State, Assignee, and Group Assignment.
Users who do not have permission to the Source object but click a source link will see a permission denied page.
My Tasks
The My Tasks page lets agents quickly see what is most relevant to them.
Administrators have access to view all the details in any task as well as re-assign tasks to a different agent.
Users can change their default view from My Tasks to Active Tasks when needed. See List view for information on customizing the view.
Reassign a task
-
Hover your cursor over the name of the current assignee.
-
Click the dropdown arrow next to the current assignee's name and select a new assignee.
See the details of the service request or incident
Click the source object (either service request or incident) for the specific task.
Agents and technicians have access to view the Details, Process, and Audit tabs. They can also add comments to a task.
Edit or mark an incident-related task as complete
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Hover over the incident-related task until the pencil icon displays in the Actions column.
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Click the pencil icon to edit or the check mark to mark as complete.