Working with Change Tasks in ServiceLink

Overview

Tasks are individual pieces of work that must be done in order to implement change. The number of tasks associated with a change request varies depending on the type of complexity or the change.

The tasks associated with a change request are listed in the Change Tasks section of the request. Although tasks are a part of the change request as a whole, they are also their own records, with their own Number, Configuration Item, and State. Click the task Number to open the task for viewing or editing.

When a change request is created and saved, one task is automatically created - for Comprehensive changes it is the Planning Task, for Routine changes it is the Routine Change Task , and for Emergency changes it is the Implementation Task . The task is assigned to the Assignment Group on the change request. Within this task, the assignment group can document the planning activities and progress work.

Change requests that use workflows may have multiple tasks auto-generated that display in the Change Tasks list. These tasks can be edited and assigned as applicable. If not using templates, tasks are manually added to the change request.

Step-by-Step Process

Create a Task

  1. Click New in the Change Tasks section of the change request.
  2. Enter the Configuration Item related to the task, or click Lookup Look up Icon to select one, in the Configuration Item field. Although including a CI is not required, it is highly encouraged.
  3. Select the Priority rom the drop-down menu.
  4. Enter Due Date for task completion..
  5. Enter the assignment group responsible for the task, or click the Lookup Look up Icon to select one, in the Assignment Group field.
  6. Enter the individual overseeing the task, or use the Lookup Look up Icon to select one, in the Assigned to field.
  7. Enter a brief, but meaningful explanation of the task in the Short Description field.
  8. Enter a detailed explanation of the task in the Description field.
  9. Click Submit to save the task and return to the change request.

Work a Task

When you or your group is assigned a task, it is accessible from the My Work or My Group's Work lists under the Service Desk module in ServiceLink. Click the task number to open the task.

  1. Select the appropriate task state from the State drop-down menu. Tasks that have not yet started should have a State of Pending . When working a task, the State should be Open . When complete, the State needs to be updated to Closed Complete, Closed Incomplete or Closed Skipped, as applicable. (Note that when a task is closed, a notification is sent to the assignee —"Assigned to"—of the parent Change Record. These notifications can be turned off in your ServiceLink profile in notifications preferences.)
  2. Enter applicable Work Notes.
  3. Click Update to save the task.