Task Schemas

In a task schema - similarly to a ticket schema - all of the settings, fields, actions, and – in lieu of Service Level Agreements - Operational Level Agreements to use this schema later on can be defined and saved.

The configuration of the task schemas can be found under Settings > Task Management > Task Schemas.

Task schemas can be composed here.

After a double click on an existing schema, it will open. Via the New task schema button, a new schema can be created. A dialog will open, in which all configuration options for the new task schema can be specified. Until the first saving, only the Details tab will be available here.

 

Details

On the Details tab - the only tab available before saving a new schema - the following options are available:

Title: The name of the task schema. Schemas can have localized names as well, as soon as multiple languages have been activated .

Description: A short explanatory description can be entered here. The description can be entered localized as well.

Icon: An icon symbolizing the schema (e.g. in a linked ticket). There is a predefined icon set available. However, other icons can be used as well. They have to be available as a .GIF file with the size 20 x 20 px.

Task life cycle: A previously created, matching life cycle is to be selected here.

Reminder workflow: The reminder workflow (e.g. a workflow sending an e-mail to a predefined user) is passed through by a task as soon as the date and time defined as a reminder in the task are reached.

Memory limit for attachments per task (MB): With a value greater than zero, the limit of all files to be uploaded is specified in MB. If the value is zero, the upload is unlimited.

From : If the field remains empty, the limit is set to unlimited. Previously configured schemas are updated to empty to remain unlimited. Using a 0 is still a valid input, but it is treated like other numbers and limits the file to be uploaded to 0 MB.

After having entered all of the information, a click on Save creates the task schema. The remaining tabs on the left will now be available for this schema.

 

OLA

Here, an Operations Level Agreement (OLA) can be defined. Basically, this is a greatly simplified Service Level Agreement (SLA).

The following options can be configured here:

Duration: The duration specifies the time a task is allowed to take until the corresponding workflow is triggered. The duration has to be entered in the format days hours:minutes (dd hh:mm, e.g. 05 12:00 for five days and twelve hours).

Service time: The service times to be used are defined here, during which the previously configured duration starts to run down, e.g. 7x24. The service times will be adopted from the SLM and can be configured there as well.

Workflow: The workflow selected here will be triggered as soon as the previously defined duration has been exceeded by a task.

 

Actions

Similar to the ticket actions, actions can be configured for task schemas as well. Click on the New action button in order to add an action to the task schema. To delete an action, the Actions menu can be used.

Overview of the Actions

Accept task: This action changes a task’s owner. If the task has been assigned to a group, every user belonging to this group can accept the task.

Add comment: With this option, comments can be added to the task. Later is the task, this action will be available either via the Actions tab or via the Comments tab.

Assign task: Via this action, tasks can be assigned to previously configured groups by certain users or groups.

Book expense: This action allows for booking expenses to a task on the Expenses tab.

Change title and description: Via this action, the title field and the description can be changed later on.

Create successor task: Via this action, successor tasks can be created from the current task on the Actions tab.

Create successor ticket: With this action, successor tickets can be created from the respective tasks via the Actions tab.

Edit custom fields: Via this action, dynamic fields can be edited afterwards. As the dynamic fields cannot be filled in during task creation, it is advisable to configure this action on the start status of a task schema. The fields can then be edited under Fields > Dynamic Fields.

Edit expense default values: If this action has been activated for a task schema, the default values for new expenses created from the task can be edited on the Expenses tab.

Edit OLA: In an already created task, the OLA can be changed after wards via this action, e.g. if a too short default duration has been selected for a task. The OLA can be modified on the Fields tab by changing the start, reminder, and end date.

Edit scheduling: This action activates an additional tab under Details. A task for recurring assignments, which will always run through a certain workflow at a certain time, can be configured here.

Link CI: Via this action, CIs can be linked to a task of this schema.

Link task: Via this action, tasks or CIs can be linked to the current task on the Relations tab.

Link ticket: Via this action, tickets can be linked to the current task.

Remove linked ticket: This action removes an already existing link to a ticket.

Take over task: This action changes the owner of a task. Every configured user can accept the task.

Upload file: Via this option, file attachments can be managed by the configured users (e.g. creator, owner, etc.), similar to the file attachments of tickets and CIs.

 

Dynamic Field

Here, you can add dynamic fields to a schema. These fields can be treated just like the dynamic fields in a CI or ticket schema. They can be configured for a certain schema, in order to meet its requirements. In order to add a dynamic field, click on the Add field button. If a field that is not needed any more is to be deleted, use the Actions menu.

A click on the Add field button opens a new dialog, in which a new dynamic field can be configured. After a double click on an already existing configured field, this dialog will open as well and will allow for further modifications.

Available Options

Name: Enter a name for the field here. If multiple languages are activated on your system, you can enter a FriendlyName A FriendlyName is a name (display name) that is easy to remember and read. It denotes a resource and is assigned in addition to the technically identifying name. In contrast to the localized names, the FriendlyName is language independent. for each one of them.

Type: Select the desired type of dynamic field here. Only the type Text is available at present.

Default value: Enter a default value here. This value will be entered into the field as default during task creation, if the user does not enter anything different.

Required: If this option is activated, this field has to be filled in when the dynamic fields are edited.

 

View

The display of the fields can be customized here. This view will not only be valid for the task itself but also for the task preview and the tickets containing this task later on. However, it can be configured in a way to make certain fields only available in certain views.

A click on Add field adds fields for the custom view. In order to delete existing fields from the view, the respective field can be selected with a simple click and then deleted via the Delete button on the right.

Depending on the selected data type (Header data, Dynamic fields, Task view controls), various options are available here:

Type: Select here, which data type the field is supposed to have. Available are: Header data, Dynamic fields, and Task view controls.

Fields: Select the desired field of the chosen data type here. For example, if Dynamic fields has been selected as a Type, all of the dynamic fields created will be available under Fields.

Label: If the field is supposed to have an additional label, it can be entered here. It can be entered localized for every activated language as a FriendlyName as well.

Always visible: If this option is activated, the field will always be displayed, even if it is empty.

Convert line breaks: Converts unnecessary line breaks.

Use whole row: Via this function, not two, but only one field will be used per row.

Task detail dialog: If this option is activated, the field will be displayed in the task detail dialog.

Task preview: If this option is activated, the respective field can be seen in the task preview.

Ticket detail dialog: Via this option, the field will be displayed in the ticket detail dialog as well, if a task has been created via a ticket.