Add Tasks 

Split the request workload into several tasks and assign each of them to a technician/group.

For example, an employee onboarding request may involve several activities, such as allocating workspace, providing a laptop, installing essential software, and the like.  Each activity can be added as a separate task and assigned to the relevant technician/group.

Create Tasks   

To create a task,  

• Go to the required request details page. 
• Go to the Tasks tab and click Add Task.
• Enter the following details and click Save.

View and Manage Tasks 

You can view the request's tasks under the Tasks tab. In the tasks list view, you can perform the following:

• View Details: Click a task to view its full details.  
• Pick Up Tasks: Select unassigned tasks and click Pick Up to start working on it immediately.
• Assign Owner: Select the required tasks from the list, click Assign Owner, and select a technician. You can perform this action to update task owners as well.
• Trigger Tasks: To trigger marked tasks, select them from the list and click Trigger.
• Task Dependency: Click Task Dependency to map tasks for sequential execution. Learn more.
• Close Tasks: Select tasks and click Close when completed. 
• Organize Tasks: Click Organize to reorder tasks individually or in bulk. 
  • In the Organize Task pop-up, 
    • Select a task, enter the number of tasks before/after which it should appear, and use the up/down arrows to move it.
    • To reorder multiple tasks, press Ctrl (Command on Mac) and select the required tasks, or click and drag to select consecutive tasks. Then use the arrows to reposition them.
• Finally, click Apply.

• Edit/Delete Tasks: Click the gear icon next to the required task and click Edit or Delete. 
• Bulk Edit (Request Tasks-Only): 
  • Select the required tasks and click Edit on the toolbar. 
  • In the Bulk Edit pop-up, the selected tasks will be displayed. Select the field you want to update and enter the new value. To add more fields, click the plus icon. 
  • Click Update.

You cannot bulk edit the following fields: Title, Description, Attachments, Notify Before Schedule Start, Notify Before Schedule End, Estimated Effort, and auto-number additional fields.

• Bulk Delete: Select the required tasks from the list and click Delete on the toolbar. 

Task Details Page 

Click a task in the Tasks tab to view its full details.The right pane shows an overview of the task, and the following tabs provide additional information:

• View Details: In the Details tab, the task details is displayed. Technicians with adequate permission can spot edit field values. The marked tasks are indicated by the icon beside the Group or Owner fields.
• Task Dependency: View tasks that depend on the current task, along with their progress. Click a dependent task to view its full details.
• Work Log: Record time spent on the request task. To add a work log, click Add Work Log, enter the details, and save it. Learn more.
• Comments: Add comments and tag users associated to the sites you can access. To tag a user, type @ followed by their username. You can also notify users immediately after they are tagged. SDAdmins can configure the notification template under Setup > Automation > Notification Rules.
• History: The History tab captures all operations performed on the task record. You can filter historical records by operations, fields, and date.