Utilizing Tasks within Incident Management

Updated by: Global Remedy Administration Team

Jan-2015
Objectives
 Upon Completion of this module, you will be able to:

– Understand the benefits and purpose of Tasks

– Create and assign a Task

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– Set or Remove dependencies for multiple Tasks
– Know where to find Tasks or see if an Incident has Tasks
– Know how to fully work a Task
– Understand the notifications that are sent by Tasks

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Tasks
 Working with Remedy Tasks is similar to previous version.

– Multiple tasks can be created from a single incident.

– The primary purpose of the Tasks function is to request assistance from other

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support groups, while allowing one group to retain ownership of the Incident.
– Incident can be more effectively managed by a single point of contact while
the work is being done by appropriate support groups
– Use of the Task function can expedite resolution and provide higher quality
service to the customer.
– Tasks can be set up as parallel or dependent; parallel tasks are active
simultaneously and dependent tasks must be completed in sequence.

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Tasks – How to Create a Task
 Tasks can be created both manually and automatically
Manually
– During support of an issue, it may become necessary to involve another team
by assigning them a sub component.

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– To accomplish this, tasks can be created manually from within the Incident and
assigned as necessary.

 Automatically
– Some services that have Decision Trees are process driven and as such
require steps to be followed in an exact order.
– Sequential Tasks are defined for these and are created in an Incident when the
Decision Tree template is applied.

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Create a Task
 From an Incident, click on tasks under the Quick Action menu.

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Create a Task
 Under Request Type, select Ad hoc or Task Template.
– The template will fill in the new task information.
– An ad hoc selection requires that you add information
 Click on Relate to open the new task screen

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Create a Task – Task Template
– You can filter
templates using Type
or Category fields.
– Select from the list the

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required template.
– Click on View for more
information.
– Click on Relate and
the new task will be
created and available
in the Task list.

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 Create a Task – Ad hoc

Select Ad hoc to define a new task when a template is not available.

Then complete the form:

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 Give Task a Name.
 Fill in Summary describing
work to be done.
 Add Notes that will be
helpful in resolving the
Task.

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Create a Task – Requester Tab

 Data for Task Requester is automatically populated from Remedy user.

 Data for Task Requested For is automatically populated from Incident Customer.
 You can change it if necessary.

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Create a Task – Classification Tab
Classification is automatically populated from Incident, but can be
changed if necessary.

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Create a Task – Assignment/Dates

Assign Task to Support Group or Assignee responsible to

complete the work

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Note: Task Assignee Group field is mandatory in order to save Task.

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Create a Task - View
 Tasks are now listed under the Task’s list.

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Tasks From Incident Management Console

Click on Show Tasks to display the tasks related to the Incident.

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Create a Task - Dependencies
– When a second Task is added, it is automatically set to Staged.
– Staged tasks are inactive, waiting for their turn.

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Create a Task – Unbind
Dependencies
– Sequenced Tasks can be unbound such that they are simultaneously active and
no longer dependent
– Click on Arrow on Tasks pane to move either task to the same level

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Dependencies, continued

– Tasks, regardless if dependencies are set, will remain in a staged status until the
parent Incident is out of Assigned Status. Incident should be In Progress or
Pended before a Task can be available for working.

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– By default, the Second Task is given the next sequence number, is dependent on
first task, and will not be “active” until the first is completed and set to Closed.
– When first Task is set to Closed, status of second Task is set automatically to
Assigned

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Working the Task – Work Info

When you are ready to work on the Task select it from the list:
 Double click on it
 Click on the View Button.

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Working the Task – Work Info
 You can see Task / Incident relationship at the top and in the Request ID field.
 When Task is assigned Work Info Tab is enabled.

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Working the Task – Work Info
 You can see Task’s Work Info from the Task window.
 Click on View to check the information it has.

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Working the Task
 When the task is assigned to an individual it is now listed as assigned
and must be set to In Progress by the assignee when working on it.
– When working on a task you must document everything the same as you would
with working the incident itself

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– Also confirm that the customer is happy with the resolution
– When work Info is saved it appears in the history panel
– When finished, set to Status Closed and fill the Closure Details entry in the Work
Info.
– Click on Save
– A task may not be closed by anyone except the assignee.

Note: An Incident cannot be resolved if there are any open Tasks remaining.

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Task Notifications
 Tasks send notifications to inform task assignees when an active Task
is assigned to a team or an individual.

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Summary
 You should be able to:

– Understand the benefits and purpose of Tasks

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– Create and assign a Task
– Set or Remove Dependencies for multiple Tasks
– Know where to find Tasks or see if an Incident has Tasks
– Know how to fully work a Task
– Understand the notifications that are sent by Tasks

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Excercises
1. Select one of your assigned incidents from the Support Console. (If
you don't have one, create a new incident and fill in the mandatory
fields and save.) Create a task and assign it to one of the Global
Service Desk teams and save. Notice how the status is listed in the

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task list.

2. Open the task created in exercise 1 and assign it to yourself and

save. Notice how the status has changed in the task list.

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