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SN > Task Management > Flashcards

Task Management Flashcards

1
Q

Which field on the Incident table is used to categorize the way an incident is resolved?

A

Resolution code field

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2
Q

Which fields on the Problem table are used for publishing information to the Service Desk?

A

Root cause and Workaround fields

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3
Q

Which field on the Change Request table is used to specify the steps to follow to implement a change?

A

Implementation plan field

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4
Q

How are approvals generated?

A
  • generated to a list of approvers according to approval rules
  • approvals can be incorporated into workflows or stand alone
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5
Q

What are assignment rules?

A

A way to automatically assign tasks to the right users or groups

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6
Q

How do SLA basically work?

A
  • By tracking the amount of time a task has been open
  • Ensure tasks are completed within their allotted time
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7
Q

What is the use of Inactivity monitors?

A
  • Ensure tasks do not get forgotten
  • Notify users when tasks have been untouched for a predefined amount of time
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8
Q

What is a task?

A

A repeatable process across the enterprise

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9
Q

How do we assign tasks?

A
  1. Create roles
  2. Create groups
  3. Add users to groups
  4. Apply roles to groups
  5. Assign tasks to groups
  6. Assign tasks to users
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10
Q

What is the main effect of an assignment rule?

A

Automatically set a value in the Assigned to and/or Assignment group fields of a task record

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11
Q

Where to navigate to view assignment rules?

A

All > System Policy > Rules > Assignment

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12
Q

How to create an assignment rule?

A
  1. System Policy > Rules > Assignment
  2. Press New
  3. Add a Name
  4. Fill Applies to and Assign to info
  5. Submit
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13
Q

What are the Assignment rule criteria?

A
  • A task record has been created, or modified, and saved on a form
  • The task record must be unassigned (Assigned to or Assignment group fields must be empty)
  • The assignment rule is the first rule that matches the specified table and condition (because the rule with the lowest order is the one that runs)
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14
Q

What are Assignment lookup rules?

A
  • A type of assignment rules
  • Assignment lookup rules only apply to Incident records
  • Have less options
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15
Q

Where to navigate to create a new assignment lookup rule?

A

System Policy > Rules > Assignment Lookup Rules

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16
Q

Which tasks (incident) fields does Predictive Intelligence populate?

A
  • Category
  • Service
  • Priority
  • Assignment Group
  • Assigned to
17
Q

In which application do we locate our work or our group’s work?

A

Service Desk

Navigate to Service Desk > My Work
or to Service Desk > My Groups Work

18
Q

Which feature facilitates synchronous collaboration within one record by showing who is online, their status, and what they are viewing and editing?

A

User Presence

19
Q

What is Real-time editing?

A

An extension of User Presence that lets us edit records and see edits in real-time thanks to a pulse icon

20
Q

What is on the Notes tab in a task record?

A
  • Work Notes: only visible to those working on the task
  • Additional comments: visible to customers (callers)
  • Activity: read-only record entry that is created when the record is created or updated
21
Q

We want to follow up on some task activities. What are the steps to follow?

A
  1. Open Service Desk > My Work
  2. Open the *Activity Stream**
  3. Press Open Entry on the task to respond to a customer/caller email
22
Q

What can we review in the Notes tab of an incident record?

A
  • The Activities section (Work notes and Additional comments)
23
Q

What do we do when we finish resolving an incident?

A
  1. Press Resolve
  2. Add the Resolution Information (in the Resolution Information tab)
  3. Press Update
24
Q

What is a Freeform Visual Task Board (VTB)?

A

A VTB that is not created from a list.

Self-Service > Visual Task Boards > Create New VTB > Freeform

25
Q

What is the difference between a Guided VTB and a Flexible VTB?

A
  • Guided VTB is based on fields with predefined set of values like State, Priority, Category
  • Flexible VTB is based on fields without predefined set of values like Number, Description

SN (21 decks)

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