Possible to create Scheduled Task?

[ryan86]

We have a requirement for a TASK to be created, yet not appear in the Service Desk queue until a certain date.

Or, the ability to create a TASK, and then place it "on hold" or make it "hidden" until a certain date. (IE. If a laptop was loaned to a department, we may wish for a task to be allocated to the Service Desk team in 6months time, asking them to locate and collect it).

It doesn't appear that this is possible OOB, but it seems a fairly simple and useful function?

All help appreciated!

[amacqueen]

Would a scheduled job not do it simply?

The below appears when you choose new for a scheduled job:-

[Subhajit1]

You can make a Custom State called Hidden and set the Status field of these tasks to Hidden upon Creation.

Now you can run a scheduled script everyday to check for Tasks in the Hidden state and Created More than 6 months Ago and then set the status of these tasks to state Assigned.

You will need to add a Filter on the Service Desk queue to Remove tickets in the State Hidden.

Hope this helps.

Thanks,

Subhajit

[Aaron40 · Accepted solution]

It may be better to not have the task be created at all until it's needed. I'd have a scheduled job create the task when it's needed instead of having to figure out a way to keep it in a hidden state (which means changing module links so others can't see these tasks and possibly changing email notification conditions to not fire off when these tasks are created- and SLAs if there are SLAs at the task level).

A simple script that runs and creates a catalog task (to be used as a scheduled job):

var createTsk = new GlideRecord('sc_task');

createTsk.initialize();

createTsk.short_description = 'Short Description here';

createTsk.description = 'Description here';

createTsk.assignment_group = 'assignment group sys_id here';

createTsk.state = 'state value here';

createTsk.insert();