Create a Ticket Task

Overview

Ticket tasks can be created on all types of tickets (i.e. Incident, Request, etc.), and are used to assign a specific job to another responsible group. The group assigned the task will then complete the requested work in conjunction with the other requested work in order to complete the submitted ticket.

The ticket remains assigned to the original responsible group who continues to own the ticket, while the other group(s) own their assigned tasks.

In this article:

What materials do I need?

  • Internet connectivity
  • A web browser
  • Privileges within the UA ESM system to one, or more ticketing application(s)

Creating a Ticket Task

  1. Open the appropriate ticket.
  2. Click the Tasks/Activities tab.
    Enterprise Service Manage (ESM) Tasks/Activities tab button
  3. Click + Add button.
    Enterprise Service Management (ESM) Add Task button highlighted
  4. From the drop-down menu, click Task.
    Enterprise Service Management (ESM) New Task add task drop down menu
  5. A New Ticket Task window opens.
    Enterprise Service Management (ESM) New Ticket Task window
  6. Click the Title field, and enter a succinct statement for the task.
    Enterprise Service Management (ESM) New Task title field with sample text
  7. If applicable, select any predecessor tasks from the Predecessor menu.
    Note
    A Predecessor task must have already been created for a ticket. In general, for tasks which must be completed in a specific order, it is best to create the tasks in the same order. This allows you to select the Predecessor task as you create each follow on task.
    Enterprise Service Management (ESM) New Task Predecessor drop down menu
  8. When a ticket task is created, the Start Date for the task is set to the date/time of creation. The Due Date reflects the Start Date + 1 hour. If applicable, click the Due Date field and use the calendar selector tool to choose an appropriate due date and time.
    Enterprise Service Management (ESM) New Task start and due date
    Tip
    The Start Date and Due Date fields are not required, and if there is no explicate due date, then the Due Date field can be cleared. However, it is recommended that the& Start Date field's default value be retained, unless the actual start date is known in which case it should be set to the applicable date and time.
  9. In most cases it's acceptable to leave the Estimated Hours, and Complete Within fields as they are.
    Enterprise Service Management (ESM) New Task estimated hours and complete within fields
    Tip
    If the Complete Within is cleared, than the tasks's start/end dates will be cleared anytime the task is activated, or its predecessor's end date changes.
  10. In the Responsible field, type the name of the responsible group.
    Enterprise Service Management (ESN) New Task responsible field
    Tip
    Assigning a Task to a responsible group, and not a specific person, can help ensure proper tracking and reporting.
  11. In the Description field, enter a thorough explanation of what needs to be done for this task to be complete.
    Enterprise Service Management (ESM) New Task description field
    Note
    The task description should detail the desired outcome (e.g. Resolve customer's inability to login to Microsoft 365), not necessary the specific efforts needed to achieve the outcome.
  12. Click the Save button located at the top of the New Ticket Task window.
    Enterprise Service Management (ESM) New Task Save button highlighted
  13. The saved Task will be displayed. Click Back to Start to return to the ticket detail view.
    Enterprise Service Management (ESM) Saved Ticket Task with Back to Start button highlighted

Next Steps

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

Print Article