Establishing Support Structure › Task Types

Task Types

Task types help determine the behavior of specific workflow tasks and task status codes. To produce defining characteristics for each type of task, you can identify the task status codes or specific states that can be used.

Because both change orders and issues use workflow tasks, set up task types for all service desk models. The task status codes identify the behaviors associated with each task. For example, you can set the Approval task type to allow Approve, Reject, Pending, and Wait as available states. When the Approval task type enters the Pending state, you can send notification to a specific manager, analyst, and so forth.

You can mark any task type as active or inactive. When you mark a task type as inactive, it is no longer available for analysts to use, but it remains available for future use (it is not deleted from the database). If you decide later to use the task type, mark it as active again.

Note: You can view the predefined task types in the Task Type List page of the administrative function of the web interface.

Example: Task Status Codes

The following table contains some example status codes:

In this example, the Group Start Task and Group End Task types define a group of tasks in an issue or change category that must be completed. Tasks in the group can be executed in any order. After the Group Start Task is in the Pending state (started), all tasks in the group are also placed in this state.

Note: For more information about using task types, see the Online Help.