Tasks, what are their purpose and how can I add them to a ticket.

Tags tdx
Overview

In TDX, tasks serve as a mechanism for designating specific action items that require completion by groups or individuals other than the primary assignee of the ticket. Utilizing tasks is essential to maintain the original ownership of the ticket, thereby avoiding unnecessary reassignments among technicians. These tasks can be allocated to either a single technician or a group. The Detailed Information section of this article explains how to add both Ad-Hoc and Task Templates to a TDX ticket.

Detailed Information

Adding Ad-Hoc Tasks

  • When viewing a ticket, you will see several tabs at the top. On the Tasks/Activities tab click the Add button. 
    Tasks/Activities tab and Add button circled.
  • Select the Task option. Task option circled.
  • Create a Title for the task, select the Responsible party, and enter a Description of the action item for the task.Title, Resposible, and Description fields.
  • Tasks are visible within the ticket details on the General tab as well as listed explicitly on the Tasks/Activities tab.example task.
  • Click the Title of the task to view the full task details.Task name link circled.
  • Click update to add comments to the task or set a % complete.Update link circled.
  • Mark the task as complete using the button.Mark Complete link circled.

Task Templates

Task templates provide a means of attaching a set of tasks to tickets.  Templates can provide collections of multiple tasks either synchronously (completed in order) or asynchronously (completed in any order).  Each task within a template can have a unique responsible party set to allow for distribution of tasks across multiple groups.  Task templates can be added manually to a ticket, or automatically attached to a ticket based on Service or other criteria.  If you are interested in leveraging this functionality for your department/unit, contact the DoIT Enterprise Service Management Team ( servicemanagement@missouri.edu ) or request assistance with a TDX Assistance request ticket.

Adding Task Templates

  • When viewing a ticket, you will see several tabs at the top. On the Tasks/Activities tab, click the Add button.
    Tasks/Activities tab and Add button circled.
  • Select the Task Template options. the Task Template option circled.
  • Select a Task Template from the Task Template drop-down menu. Task Template field.
  • Review the Start Date radio options and select the most appropriate option for your Task Template.Start Dates field.
  • Select the Save button at the top of the Add Task Template pop up window to assign the Task Template to the Ticket.Start Date options. Date based on current date and time.Date based on service request creation date. Date based on start date of Service Request.

 

For Additional Assistance

Please contact the Division of IT Enterprise Service Management team servicemanagement@missouri.edu for any additional assistance you may need with TDX.

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