(2024.1) Using "Task" Service Catalog Types
- Brian Dixon
- Karis Hathaway (Deactivated)
What are "Task" Service Catalogs?
'Tasks' are special types of Service Catalogs that can be set up. When set up, these Tasks will never appear in a Services Grid, but can still be managed from the Service Catalogs Grid.
What can "Task" Service Catalogs be used for?
Task Types are useful for creating any one-time Actions that should not be tracked long term. For this reason, like Orders, Task will not be able to save Monthly-Recurring Charges. This makes them ideal for tracking Workflows, or for use in creating One-Time Actions with Charges. When an Add Action completes for a Task, no Service record will be added to the system. This makes them ideal for things such as "Painting a Room" or similar types of activity where the fact that is was done is all that is required for tracking purposes.
What makes Tasks different from other Service Desk Actions
Task Actions are a little different than other Actions.
One of the key differences is that Equipment that is a part of the Task Action is expected to already be Installed or to Install a new piece of Equipment on completion of the Task. Equipment being Installed, means a Task could be used for doing routine maintenance/cleaning of the Equipment, without removing it from its current Location. Task Actions can not be used to modify existing Equipment, see Incidents for cases were existing Equipment needs to be pulled. This is different from Equipment in other Action types.
Note: The Equipment will never load from a Service onto a Task Action because there is no Service that is tracked.
Task Actions fill in any potential gaps in tracking a technician's duties, that might not be clearly defined as other Action Types.