Tasks

The Tasks tab in the home page presents all the Tasks assigned to you. These tasks could be added by you as a personal reminder of the due by tasks. Or it can be the tasks assigned to you by other technicians. 

You can also assign tasks to other technicians through this option. On adding the tasks to other technicians, the added tasks will be listed on their home page and the technicians will be able to view the tasks immediately on logging in to ServiceDesk Plus Cloud application. Alternatively, you can go to Quick Actions>> Tasks.

All your tasks including the requests assigned on your name can be added to this list as My Tasks, but you cannot maintain the log for the requests entered under my tasks list.

 

 

Add New Tasks

From the ServiceDesk Plus Cloud login home page, click Tasks on the header. Click New Task. This opens the Tasks creation page.

Alternatively, you can also add tasks by clicking on Quick Actions>> Tasks >> New Task

  1. Specify the Title in the given text field. This is a mandatory field.
  2. Specify relevant information, if any, in the Description field.
  3. Select the Scheduled start and Scheduled end time for the task based on the SLA from the calendar icon.
  4. You can mark/assign the owner and group for a Task.
  5. Select the Priority and Status of the task
  6. Select the Task Type.
  7. You can choose to notify the task owner via email and push before the scheduled start time in the Notify me before Schedule Start dropdown.
  8. The technician who works on the request can enter the Actual start time, Actual end time, Additional Cost and % completed later.
  9. Specify the Estimated effort for a task.
  10. Click on Save. If you do not wish to add the task, click Cancel.
Green/grey circle will indicate the online/offline status of technicians in the drop-down.

 

 

To view the details of the tasks, click the title of the task. This opens the Tasks details page.

When you have completed the task, select the checkbox beside the task, and click Close.

 

 

Adding more details to Task(s):
To indicate the Task's progress and to discuss ways of bettering it, you have been provided with the following fields:

  1. % of completion that helps denote the extent to which the task has been completed (any value between 1 - 100)
  2. Comments and Replies that allow technicians to communicate between themselves about the task.
  3. Additional Cost, if any, can be recorded in this field.

Tagging Users:

Under comments, you can tag other technicians configured in the application. To tag a technician, type @ followed by their username. 

You can also notify technicians when they are tagged. Configure this under Setup >> Automation >> Notification Rules.

View Tasks

You can view the tasks added based on the filter selected in the Custom Views dropdown. 

The tasks will be listed based on the Sort by Column selected in Table Settings.

Adding New Custom Views

You can add new Custom Views by clicking.

  1. Specify a Custom view name.
  2. Specify a condition by selecting a Column, Operator, and Criteria for the Custom View.
  3. Click  to add more conditions.
  4. By default, the AND condition is applied. Click on AND to apply OR condition.
  5. Administrators can make the view private by selecting Make this view as a private custom view. Technicians with non-administrative privileges can only create private custom views.
  6. Click Save.

Delete Tasks

  1. Select the checkbox beside the task.
  2. Click Delete. A confirmation message appears.
  3. Click Confirm.