Task Management Flashcards
Which field on the Incident table is used to categorize the way an incident is resolved?
Resolution code field
Which fields on the Problem table are used for publishing information to the Service Desk?
Root cause and Workaround fields
Which field on the Change Request table is used to specify the steps to follow to implement a change?
Implementation plan field
How are approvals generated?
- generated to a list of approvers according to approval rules
- approvals can be incorporated into workflows or stand alone
What are assignment rules?
A way to automatically assign tasks to the right users or groups
How do SLA basically work?
- By tracking the amount of time a task has been open
- Ensure tasks are completed within their allotted time
What is the use of Inactivity monitors?
- Ensure tasks do not get forgotten
- Notify users when tasks have been untouched for a predefined amount of time
What is a task?
A repeatable process across the enterprise
How do we assign tasks?
- Create roles
- Create groups
- Add users to groups
- Apply roles to groups
- Assign tasks to groups
- Assign tasks to users
What is the main effect of an assignment rule?
Automatically set a value in the Assigned to and/or Assignment group fields of a task record
Where to navigate to view assignment rules?
All > System Policy > Rules > Assignment
How to create an assignment rule?
- System Policy > Rules > Assignment
- Press New
- Add a Name
- Fill Applies to and Assign to info
- Submit
What are the Assignment rule criteria?
- 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)
What are Assignment lookup rules?
- A type of assignment rules
- Assignment lookup rules only apply to Incident records
- Have less options
Where to navigate to create a new assignment lookup rule?
System Policy > Rules > Assignment Lookup Rules
Which tasks (incident) fields does Predictive Intelligence populate?
- Category
- Service
- Priority
- Assignment Group
- Assigned to
In which application do we locate our work or our group’s work?
Service Desk
Navigate to Service Desk > My Work
or to Service Desk > My Groups Work
Which feature facilitates synchronous collaboration within one record by showing who is online, their status, and what they are viewing and editing?
User Presence
What is Real-time editing?
An extension of User Presence that lets us edit records and see edits in real-time thanks to a pulse icon
What is on the Notes tab in a task record?
- 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
We want to follow up on some task activities. What are the steps to follow?
- Open Service Desk > My Work
- Open the *Activity Stream**
- Press Open Entry on the task to respond to a customer/caller email
What can we review in the Notes tab of an incident record?
- The Activities section (Work notes and Additional comments)
What do we do when we finish resolving an incident?
- Press Resolve
- Add the Resolution Information (in the Resolution Information tab)
- Press Update
What is a Freeform Visual Task Board (VTB)?
A VTB that is not created from a list.
Self-Service > Visual Task Boards > Create New VTB > Freeform
What is the difference between a Guided VTB and a Flexible VTB?
- 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
