Add Tasks to Request 

1. Go to the Requests module and select the respective customer from the filter in the header.
   
2. Open the request you wish to add tasks for.
   
3. Go to the Tasks tab and click Add Task.
   
4. You can also click and select Add Task from Template to choose tasks from task templates. Click here to learn more about task templates.
   

1. Use the following pointers to configure the Add Task form:
   
1. Select Template: Select the template from the drop-down or leave it as is to apply the default task form.
   
2. Title: Specify the title of the task.
   
3. Description: Provide a brief description of the task.
   
4. Scheduled Start Time: Enter the scheduled start date and time.
   
5. Scheduled End Time: Enter the scheduled end date and time.
   
6. Group: Choose the group to assign the task from the drop-down.
   
7. Owner: Select the owner of the task from the drop-down.
   
8. Priority: Select the priority of the task.
   
9. Status: Choose the status of the task.
   
10. Task Type: Choose the task type from the drop-down. Click here to configure task types.
    
11. Additional Cost: Provide additional charges, if any, to perform the task.
    
12. % Completed: Provide the percentage to indicate how much of the task is done.
    
13. Notify me before scheduled start: Set the time from the drop-down as a reminder of the task before the start time.
    
14. Estimated effort: Set the approximate number of days, hours, and minutes needed to complete the task.
    
15. Attachments: Add attachments, if any, to the task. Click to select files from the computer or click   and select Attach Files from Cloud.

Quick Add tasks 

1. Go to the Tasks tab within the request.
   
2. Click Quick Add at the top of the task list view.
   
3. Enter the task title and assign the task owner. Alternatively, you can simply add the task title and hit Enter.
   

View Task Details 

1. Go to the Tasks tab within a request.
   
2. Click a task to view its details.
   
3. The task details page contains the following tabs:
   
1. Details: Provides comprehensive information about the task.
   
2. Task Dependency: Contains dependencies configured for the task.
   
3. Work Logs: Add and manage worklogs for the task.
   
4. Comments: Contains comments added to the task.
   
5. History: Contains all task activities and their timelines.
   
4. The right side of the task details page presents a brief overview of the task's information.
   
5. The toolbar on the task details page lets you perform actions such as
   Edit, Close, Delete, and Pick up on the task.
6. Click to view and manage the task dependencies.
   
7. The Actions button lets you add a work log or comment to the task.
   
8. Use the navigation arrows on the right to move between the different tasks added to the request.

Assign Tasks  

1. Go to the Tasks tab within the request.
   
2. In the task list view, select the task(s) that you want to assign to a technician using the check boxes.
   
3. Click Assign Owner and select the technician from the drop-down.

1. Alternatively, you can also assign the owner in the task details page
   
1. Click a task to open it.
   
2. Click the owner field in the right pane to inline-edit the owner.
   
3. In the pop-up, assign the task to a Group and select an Owner for it.
   
4. Click Save.

Pick Up a Task 

1. Go to the Requests module and open a request. Ensure you have selected the respective customer from the drop-down in the header.
   
2. Go to the Tasks tab within the request.
   
3. Select the tasks you would like to pick up by using the check boxes in the list view.
   
4. Click Pick Up. The selected requests will be assigned to you.
   

Change Task Status 

1. Go to the Tasks tab within a request.
   
2. Click a task to view its details.
   
3. On the right pane, click the Status field to inline-edit the option.
   
4. Choose the appropriate status from the drop-down. 

Add Comments to Tasks

1. Go to the Tasks tab within a request
   
2. Click a task to open it.
   
3. Click Actions > Add Comment or go to the Comments tab.
   
4. Enter your comment in the text box displayed and format it as required.
   
5. Click Add Comment to input the comment to the task. 

1. Click on the comment to reply to it.
   
2. Click to edit the comment.
   
3. Click to delete the comment.

Technicians can only edit or delete comments that they have added. 

Add Work Logs to Tasks

1. Go to the Tasks tab within a request.
   
2. Click a task to open it.
   
3. Go to the Work Logs tab and click Add Work Log.
   

1. Configure the Add Worklog form using these pointers.
   

Field	Explanation
Owner	Choose the technician for whom the work log is being recorded.
Work Log Type	Choose the type of work provided (i.e. General services, Overtime work, etc.). To configure work log types, click here.
Billable	Specify whether this service is billable.
Include non-operational hours	Select this option to compute charges for the non-operational hours.
Executed Time	Specify the duration of your work on this request.
Time Taken to Resolve	The actual time taken to resolve the ticket, excluding the time it was on hold. This field will be automatically filled based on your response for Executed Time. Changes made to this field will also update the Executed Time field.
Technician's Cost per hour	Information-only field to show the technician's cost per hour.
Incident Cost	The technician's total fee based on the time taken to resolve the request.
Other Charges	Enter additional charges incurred, if any. (i.e. Hardware, Software, etc.)
Total Charges	The sum of the Incident Cost and Other Charges.
Description	In addition to the timer comments that are auto-populated, you can add the resolution or any important information here.
First Response	Select the work log addition as the first response, if required.

1. Finally, click Save. 

Trigger  Tasks

1. Go to the Tasks tab within a request.
   
2. To trigger all tasks, click the Trigger button in the task list view.
   
3. To trigger individual tasks, select the tasks using the check boxes in the task list view and click Trigger.
   
4. Click Yes in the confirmation pop-up.
   

When tasks are triggered, the current time will be set as the Scheduled Start Time and the selected group/owner will be assigned to the tasks.  

Only standalone tasks will be triggered; child tasks will be triggered once the parent task is completed. 

Configure Task Dependency 

1. Go to the Tasks tab within a request.  
   
2. Click Task Dependency in the toolbar.
   
3. The Task Dependency map will be displayed.    The green fill color indicates the percentage of tasks completed. You can also view the summary of each task by hovering over it. 
   

1. To add a dependency, click and hold a parent task and drag the cursor till the child task. The dependencies will be linked.
   

1. To remove a dependency, hover over a dependency link, and the close icon will appear. Click the icon to delete the dependency.
   

1. You can view the dependency map horizontally or vertically by selecting the view from the layout drop-down located on the top right.
   

Organize Tasks 

1. Go to the Tasks tab within a request.
   
2. Click Organize.
   
3. In the Organize Task pop-up, select a task and use the navigation keys on the right to reorder it.
   
4. Click Apply to save your changes.
   

Edit Tasks

1. Go to the Tasks tab within a request.
   
2. Click a task to open it.
   
3. In the task details page, click Edit.
   
4. Make your change and click Save.
   

Close Tasks

1. Go to the Tasks tab within a request.
   
2. In the list view, select the task(s) you wish to close using the check boxes.
   
3. Click Close.
   
4. Select Yes on the confirmation pop-up.
   

Delete Tasks 

1. Go to the Tasks tab within a request.
   
2. In the task list view, select the task(s) you wish to delete using the check boxes.
   
3. Click Delete.
   
4. Click Yes on the confirmation pop-up.