How to create / assign a task in a ticket

Overview

For complex tickets that require multiple steps or coordination between different people, you can use Tasks to break down the work. Each task acts as a sub-item of the main ticket and can be individually assigned, scheduled, and tracked. This is a great way to manage your workflow and ensure all parts of a resolution are completed.

Step-by-Step Guide

1. Navigate to the Tasks Tab

To begin, open the ticket you wish to add tasks to.

• From the Tickets section (1), open the parent ticket (2).

• Inside the ticket, click on the Tasks tab (3).

• To create your first task, click the + Add Task button (4).

2. Define the Task Details

In the task creation window, fill in the information for the specific piece of work.

• Title & Description: Enter a clear Title (1) for the task (e.g., "Check network components.") and provide more context in the description area (2).

• Assignment & Status (3): Assign the task to a Group or a specific Analyst. Set the initial Status (e.g., "Open").

• Schedule (4): Use the date and time pickers to set a planned start and end time for the work. In this example, the task is scheduled for today, September 25th, from 10:00 AM to 11:00 AM.

• Click Save to add the task to the ticket.

3. View and Manage the Created Task

The task is now created and linked to the parent ticket.

• You will see the new task listed under the Tasks tab, showing its ID (#TSK-2), title, assigned group, and current status.

• The counter on the Tasks tab will update to reflect the number of tasks associated with the ticket.

• You can continue to add more tasks as needed or click on an existing task to edit its details or update its status.