VNC ITIL Task Management Manual

ITIL Task Management Manual

Task management is the process of managing a task through its life cycle. ITIL Task Management is currently set up to link task records to Incident Requests, Problem Requests, and Change Requests, and is also set up to create Task records that are completely independent.

Task statuses

There are 5 task statuses. The table below contains the statuses list and their short description:

Status title	Short description
New	It means that a task is created and assigned to nobody
Assigned	It means that a task is assigned to a VNC Support Consultant
Completed	The task is ended successfully
Closed	When the task is completed, you can close it
Cancelled	It means that a task is cancelled

Status: New

You create the task. After that, the task will have "New" status and you will be able to check it in the New tab in "Tasks" console:

So far the problem is assigned to nobody.

Status: Assigned

The VNC Helpdesk Portal Manager assigns the task to a corresponding Support Consultant. After that, the task will have "Assigned" status and you will be able to check it in the Assigned tab in "Tasks" console:

Status: Completed

After you end the task, it will have "Completed" status. You will be able to check the task in the Completed tab in "Tasks" console:

Status: Closed

When you have completed a task, you are ready to close it. You will be able to check the task in the Closed tab in "Tasks" console:

Status: Cancelled

After you cancel the task that has "New" status, the task will have "Cancelled" status. You will be able to check the task in Cancelled tab in "Tasks" console.

Create a task

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click Tasks:

   

4. Click the NEW TASK button at the top of the page.

5. In the modal window that opens, fill in the fields:

   The fields with the asterisk are required.

   • Subject: The field should contain a task subject.
   • Project: The drop-down list for selecting the project for which a task is created.
   • **Customer: The drop-down menu contains the list of customers.
   • Requested for: The drop-down menu with the users list who work in the same organization. You can select any user from your organization.
   • Planned start date: The earliest possible date you can begin working on a task.
   • Due date: The date when you would ideally like to have the task completed.

6. Enter a detailed description of a task.

7. If you need to attach a file/screenshot, click BROWSE. The maximum size of the attachment should be 29.3 MB.
8. Select a priority of a task - Low, Normal, High, Urgent, and Immediate.
9. Add a tag name to Tags field if you want or select it from the appeared list.
10. If you want to add some watchers, click +Search for watchers to add.

11. When you're finished, select:

    • CREATE to create a new task.
    • CANCEL to discard the values you entered and cancel the task creation.

Monitor a task

An Tasks console allows to create and manage tasks, and also monitor tasks statuses.

To access a Tasks console:

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click Tasks:

   

The Tasks console contains the following fields and functions:

• Filters: Sort existing tasks by status, assignee, author, date when the task was created or updated and other criteria. The status filter is applied by defualt.
• Columns (): List displayed columns, manage their order. You can also create custom columns if you need to track additional information.
• Status list: Task statuses indicate which phase a task is currently in. Task statuses let you define and communicate the overall progress of tasks.
• Task table: The list of tasks with many management options.
• Refresh button: Re-display the whole page.
• New task: Create a new task.

View task details

The task details page lets you review and take action on a task.

1. Click the Tasks tab. This opens the tasks list view page.

2. Click the number link of the task to view the task details:

   

This opens the task details page:

Each task contains the following sections:

• Toolbar: A strip а control buttons that let you perform various actions on a task.
• Title bar: Shows basic task details.
• Task Information: Shows general details of the task such as Status, Priority, % Done, Assignee, Requester, Due By Date, Closed Date.
• Description: Contain a detailed description of a task.
• Subtickets: The table of subtickets. Click Add to create a subticket for a task to either split the task into smaller chunks or to allow various aspects of a task to be assigned to different people.
• History: Includes any change that might have been made to the task. It includes comments made, changes to status, priority, assignment, or root cause, and any subtickets that have been created.
• Time tracking: Tracks time spent on the task. Click the the collapse arrow icon on the right to open the Time tracking section. From here, you can see a list of watchers added to a task. You also have an option to add users as watchers or delete them by clicking Add or relatively.

Log time

You can manually log the time you've spent on a task (adding details through comments as needed).

1. Open VNCproject.
2. Click Helpdesk on the VNCproject's main menu bar and then Tasks.
3. Use the filter to find a required incident. For this click .
4. Click Add filter and select Author/Assigned or Watcher.
5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
6. Click a required task.

7. Click LOG TIME at the top of the page:

   

8. Fill in the Hours, add a comment, and select the Activity type from the drop-down menu.

9. When you're finished, click:

   • CREATE to log time on a task.
   • CREATE AND ADD ANOTHER to log time on a task and add time to another task.
   • CANCEL to discard the values you entered and cancel the task logging time.

Update a task

Task data updates are displayed in the History section located at the very end of the problem:

1. Open VNCproject.
2. Click Helpdesk on the VNCproject's main menu bar and then Tasks.
3. Use the filter to find a required task. For this click .
4. Click Add filter and select Author/Assigned or Watcher.
5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.

6. Click a required task, then click UPDATE at the top of the page:

   

7. Choose the fields you want to update. You must update at least one. You may choose multiple fields.

8. Specify what the field should be updated to. We’ll list what each field is and its update options below:

   • Subject: The title of the task. You can edit the title of the task.
   • Project: The name of the project for which the task is created. You can select the required project from the drop-dowm menu.
   • Estimated time: The estimated period of time required to complete the task.
   • % Done: The current status of a task, expressed as the percentage of work that has been completed. You can select percent work complete from the drop-dowm menu.
   • Type: The list of task types. You can change the type of the task.
   • Asignee: You can change the user to which the task needs to be assigned.
   • Start date: The earliest possible date you can begin working on a problem.
   • Due date: The date when you would ideally like to have the problem completed.

9. Select a priority of a task - Low, Normal, High, Urgent, and Immediate.

10. Edit a description of a task.
11. Add a tag name to Tags field if you want or select it from the appeared list.
12. If you want to add some watchers, click +Search for watchers to add.
13. If you need to attach a file/screenshot, click BROWSE.
14. In the Notes field, you can ask a question and assign it to the user from the Assign question to list.

15. When you're finished, select:

    • Submit to save changes.
    • Cancel to discard the values you entered and cancel the task update.

Cancel a task

You can cancel a task only if it has the "New" status and it is accessible in the "New" tab.

1. Open VNCproject.
2. Click Helpdesk on the VNCproject's main menu bar and then Tasks.
3. Use the filter to find a required task. For this click .
4. Click Add filter and select Author/Assigned or Watcher.
5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
6. Select a task you want to cancel.

7. Click CANCEL at the top of the page:

   

8. Add your comment to the Notes field and click SUBMIT. You can check the task in the Cancelled tab.

Add assignment

You can add an assignment to the task to either split the task into smaller chunks or to allow various aspects of a task to be assigned to different people.

1. Open VNCproject.
2. Click Helpdesk on the VNCproject's main menu bar and then Tasks.
3. Use the filter to find a required task. For this click .
4. Click Add filter and select Author/Assigned or Watcher.
5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
6. Click a required task.

7. Click ADD ASSIGNMENT at the top of the page:

   

8. Select a required role and find the user you want to assign a task.

9. Add a note. If you want to attach some file/screenshot - click BROWSE.
10. Select SUBMIT.

Add attachments

You can attach files to tasks. Attachments appear as links. Example:

1. Open VNCproject.
2. Click Helpdesk on the VNCproject's main menu bar and then Tasks.
3. Use the filter to find a required task. For this click .
4. Click Add filter and select Author/Assigned or Watcher.
5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
6. Click a task to which you want to add attachments to.

7. Click ADD ATTACHMENT at the top of the page:

   

8. Fill in the Notes field and then click BROWSE to attach some files.

9. When you're finished, click Submit.

You can preview image attachments by clicking them. You can download multiple files at once by clicking the download icon at the top right:

To download a file individually, click next to the file you want to download.

You can also edit a file's name and add a brief description to it by clicking the pencil icon at the top right:

To delete a file, click the bin rubbish icon next to the file you want to delete.

Add a note

If you like to add additional information to a particular task, then you can Add Note to that task. You can also use notes to attach files to the task.

1. Open VNCproject.
2. Click Helpdesk on the VNCproject's main menu bar and then Tasks.
3. Use the filter to find a required task. For this click .
4. Click Add filter and select Author/Assigned or Watcher.
5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
6. Click a task to which you want to add a note.

7. Click ADD NOTE at the top of the page:

   

8. Fill in the Notes field and then click BROWSE to attach some files.

9. When you're finished, click Submit.

You can add any number of notes to a task. The added notes will be displayed in the History section from old to new.

Add a subticket to a task

Using this option you can assign different tickets to different specialists. If a task involves multiple specialists work, then the specialist whoever receives the task (owner of the task) can assign different subtickets to different specialists.

1. Click the Tasks tab in the header pane.
2. Click the number of the task to which you would like to add subtickets. This opens the task details page.
3. Click Add next to the Subtickets option.

4. In the New Task page, fill in the following fields:

   • Subject: Specify the title of the ticket. This is a mandatory field.
   • Project: Select a required project from the drop-dowm menu.
   • Estimated time: Enter the estimated period of time required to complete the ticket.
   • % Done: Select percent work complete from the drop-dowm menu.
   • Type: Select the type of the ticket from the drop-down menu.
   • Assignee: Select the user to which the ticket needs to be assigned.
   • Planned start date: Specify the earliest possible date you can begin working on a ticket.
   • Due date: Specify the date when you would ideally like to have the ticket completed.

5. Select a priority of a ticket - Low, Normal, High, Urgent, and Immediate.

6. Enter a detailed description of a ticket.
7. Add a tag name to Tags field if you want or select it from the appeared list.
8. If you want to add some watchers, click +Search for watchers to add.
9. If you need to attach a file/screenshot, click BROWSE.
10. When you're finished, click Create.

Complete a task

To mark a task complete, do the following:

1. Click the Tasks tab in the header pane.

2. Click the number link of a required task:

   

   This opens the task details page.

3. Click the COMPLETE button at the top of the page:

   

4. Fill in the Notes field and then click BROWSE to attach some files.

5. When you're finished, select Submit.

Close a task

When you have completed a task, you are ready to close it. You might not be able to resolve the incident until you close the task.

1. Click the Tasks tab in the header pane.

2. Click the number link of a required task:

   

   This opens the task details page.

3. Click the CLOSED button at the top of the page:

   

4. Fill in the Notes field and then click BROWSE to attach some files.

5. When you're finished, select Submit.