How can I create new Tasks on existing Request Items?

[jawshoeah]

Greetings everyone,

My ServiceDesk is in need of adding new, blank tasks to existing request items.

Right now, we have a MISC request form that we utilize for any requests that are not featured in our Service Catalog. Currently the workflow only makes on task and assigns that task to our ServiceDesk.

As an Admin, I am able to create new tasks on existing Request Items (see screenshot below), however, I am unable to get normal ITIL users this ability. I have attempted to add the task_editor, rm_task_admin, and rm_task_user roles to a test user but have yet been able to get this new task button to show up for anyone other than admin.

Can anyone provide any insight on how to get the "New" button to show up for ITIL users via a role?

Thank you in advanced!

[Kalaiarasan Pus · Accepted solution]

Check the create ACL's on the table and see how it defined.. You might need to edit it to open up the new button .. Once the user has access at table level, the new button will start appearing automatically as it is a global button.

[Uncle Rob]

Could also be that the New button has a role restriction of its own.   I'd advise starting at the New Button and seeing what the conditions are, then moving onto the ACL if we determine that "can create" is the issue.

[Kalaiarasan Pus]

My answer was purely based on the assumption that the out of the box 'New' button is unaltered.. It starts with the condition 'current.canCreate()' and so the ACL will be in play Also, Robert is right.. Your workflow's behavior will not change and you might need to add a extra wait for condition at the end of your workflow that checks if all the tasks are already closed or not ....

[Uncle Rob]

The other thing you'll want to be aware of is that adding sc_tasks will not cause your workflow to behave differently.   Most importantly, you RITM will close if the tasks generated in its workflow are closed (even if you have 100 manually created tasks still open and related to the RITM).