Create a universal task for a universal request in Service Operations Workspace

Create a universal task for a request and assign it to the employee or create multiple tasks for a request by using Universal Task.

Before you begin

Role required: admin

Procedure

1. Open the ticket that you want to create a universal task for.
2. Click the UI action for creating a universal task.
3. On the form, fill in the fields.

   Table 1. Universal Task form fields

   Field	Description
   Number	Unique number that is generated for the Universal Task.
   Parent	Number of the parent case or request.
   Parent Assignment Group	Group assigned to the parent case or request.
   Parent Assigned to	Agent primarily responsible for working on the parent case or request.
   Type	Type of task being assigned.
   Employee form	Mandatory employee form. Note: This field appears only if the Collect Employee Input task is selected in the Type field.
   Survey instance	Link to the completed employee form. Note: This field appears only if the Collect Employee Input task is selected in Type field, and the value of the State field is complete.
   Template	Task template to auto-fill the task form.
   State	State of the Universal Task.
   Priority	Value that identifies how quickly the service desk should address the request.
   Assignment group	Group assigned to the Universal Task. This field is available for the Mark When Complete and Checklist task types. Other tasks types require a mandatory update of the Assigned to field with the Assignment group. Note: Email notifications are sent only for the two task types.
   Assigned to	Employee assigned to the Universal Task.
   Due date	Expected date for the employee to complete the task.
   Watch list	Users to receive notifications when there is any change in the task status.
   Short description	Brief description of the request
   Description	Detailed description of the request
   Additional comments (Customer visible)	More information about the change. The information in this field is visible to the customer.
   Work notes	Information about how to resolve the Universal Task or steps taken to resolve it, if applicable. This note is for internal use. The work notes information is not visible to customers.

4. Select one of the following.

   Option	Description
   Ready for work	Task is created. The state of the task changes to Work in Progress, and the employee is notified about the task.
   Submit	Task is created. The state of the task remains New, and no notification is sent to the employee.