Establishing Support Structure › CA Workflow › Workflow Tasks

Workflow Tasks

Workflow tasks identify the activities that must be completed on tickets associated with a specific category or area. As with properties and other aspects of the category or area, the tasks are automatically added to tickets when the category is selected. Defining workflow tasks lets you do the following:

• Specify and describe the type of task to be completed.
• Assign a sequential number to each task.
• Specify the user to complete the task.
• Track the progress toward resolving tasks by assigning specific states that are valid for each task.

When the status of a task changes, certain behaviors can execute. Behaviors let you define the specific tasks or processes that are performed when the workflow task reaches a specific state. For example, by defining behaviors, you can send an email notification to a specific manager when an approval task enters the Pending state.

Note: For more information about how to create workflow tasks and define behaviors for them, see the Online Help.