Task Form

Use the Task form to define and manage your Tasks. The Task form is a child form, and is linked to and available from its parent Incident form (Arrangement area). The Task form is made up of two main areas:

  1. Quick Info Tile: Displays important at-a-glance information, such as current and next status, record ownership, and common operations (I Want To).
  2. Main Pane: Displays the main form fields.

    Task Form Sections

    Note: The Task form that is accessed from an Incident is an abbreviated form View. To see the detailed Task form, double-click the tab, or search for the Task using Quick Search or a Search Group.

The following table describes notable fields on the form.

Field Description Comments
Quick Info Tile Important at-a-glance information.  
Status Task Workflow Status.  
Status

Current Status of the Task as it moves through the Task Workflow. Statuses include:

  • New: Task was created and is awaiting acknowledgment from its Taskee/owner.
  • Acknowledged: Task has been acknowledged by its Taskee/owner.
  • In Progress: Task is currently being worked by its Taskee/owner.
  • On Hold: Task is temporarily on hold.
  • Closed: Task is closed because it was either declined, reassigned, or completed.
 
Owned By Record owner.  
Owned By Team

Name of the Team who owns the Task.

Click the link to select a Team owner for the Task.

One-Step Action (Assign to Team): Launches the Choose Team window, where a User can choose a Team owner for the record.
Owned By (Individual)

Name of the User who owns the Task

Click the link to first select a Team and then a User owner for the Task (User is limited by Team).

One-Step Action (Assign to Individual): Launches the Choose Team window, where a User can choose a Team owner for the record; then, launches the Choose User window, where a User can choose a User owner from the already-selected Team.
Take Ownership Click the link to make yourself (Current User) the User owner for the Task. One-Step Action (Take Ownership): Makes the Current User the User owner of the record.
I Want To Common operations.  
Add to My Outlook Calendar Click the link to add the Task to your Outlook calendar. One-Step Action (Add Task to Outlook Calendar): Creates an Outlook calendar item.
Link to Upstream Task Click the link to link this Task to an Upstream Task, making this Task the dependent Task. You are prompted to select an existing Upstream Task or create a new Upstream Task. One-Step Action (Link to Upstream Task): Links to an upstream Task, making this Task a dependent Task.
Add Downstream Task Click the link to create a new Downstream Task that is linked to this Task. You are prompted for a Task title. One-Step Action (Add Downstream Task): Creates a dependent Task.
Main Pane    
*Title Title for the Task. *Required.
Type

Task Type:

  • Escalation: A Task assigned to a higher tier of support.
  • Time Entry: A Task for tracking time against a parent object.
  • Work Item: A Task for either immediate action or future completion.
 
*Description Description of the Task. *Required.
Task is for Future Date/Time When checked, indicates that the Task is expected to be completed in the future (at the specified time).  
Track Time Spent When checked, indicates that the Taskee/owner is manually tracking time (Time is manually entered in Hours).  
Close Code

Reason for Close:

  • Completed
  • Declined
  • Reassigned
  • Withdrawn
Autofilled when Task is closed because it was declined or reassigned.
Completion Details Details about how the Task was competed.  
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