Managing Incident Tasks

You can add tasks to an incident throughout the workflow to help define and assign tasks to users within your organization. 

To add a task to an incident

  1. On the Incident Management menu, select Incident Register.

    The Incident Register screen appears.

  2. Click on the name of the incident you want to work on.

    The Incident Details screen appears.

  3. Go to the Tasks tab.
  4. Click on the Add Task button.

    The Add Task modal appears.

  5. Complete the fields. For more information, see Add Task Screen Reference.
  6. Click the Save button.

Add Task Screen Reference



Field
Description
Task Name

Enter a name for the task.

Mark Task as Required

Enable this setting to require this task to be completed prior to advancing to a future stage of the incident workflow.

Stage

Select the workflow stage in which this task is required to be completed.

Note:

This field is only required when the Mark Task as Required setting is enabled.

Assignee

Select the user responsible for completing the assigned task.

Priority

Set the priority of a task to Critical, High, Medium, or Low to prioritize which tasks need immediate attention.

Collaborators

Select the users or user groups that are responsible for helping the assignee complete the task.

Deadline

Select the date by which the task should be completed.

Description

Enter a description of the task.

To edit a task

Note:

If you previously configured a required task to be completed prior to advancing to the final stage of the incident workflow, the only way to assign a required task to another workflow stage is to follow the steps in this section.

  1. On the Tasks tab, click the Task Name in which you would edit.

    The Task pane appears.


    Tasks tab showing the Task pane with task details available for editing.
  2. Click the field you would like to edit and make edits as needed.
  3. Click the Save button.

To add attachments to a task

  1. On the Tasks tab, click the Task Name in which you would like to add an attachment.
  2. Click the Upload File button.


  3. Use the file browser to select the file you want to add.
    Note:

    The following file types are supported: avi, csv, doc, docx, jpeg, jpg, mov, mpp, mp4, msg, pdf, png, ppt, pptx, txt, vsd, vsdx, xls, xlsx, and zip.

To close a task

  1. On the Tasks tab, click the Task Name in which you would like to mark as complete.

    The Task pane appears.


    Task pane showing task details and the Mark as Complete button.
  2. Click the Mark as Complete button. The task status will be updated to Closed.
    Note:

    You can also mark the task as complete by hovering over the task row and clicking the Context Menu icon. On the Context menu, Mark as Complete.

To reopen a task

  1. On the Tasks tab, click the Task Name in which you would like to reopen.

    The Task pane appears.


    Task pane showing task details and the Reopen Task button
  2. Click the Reopen Task button. The task will be reopened.
    Note:

    You can also reopen the task by hovering over the task row and clicking the Context Menu icon. On the Context menu, Reopen Task.

To delete a task

  1. On the Tasks tab, hover over the task row for the task you'd like to delete.
  2. Click the Context Menu icon.
  3. On the Context menu, select Delete.

    The Delete Task modal appears.



  4. Click the Delete button.

Best Practices and Expert Advice

Visibility with Incident Tasks

An incident task allows the assignee to work on the task without being able to see all of the incident details. The assignee only has the ability to view the information that relates to the task assigned to them.