Task Template

Certain tasks need to be repeated by technicians for different users and scenarios. With Task Template, repeated tasks can be pre-defined, saving the time spent on creating and assigning tasks to the technicians.

Task Template can be applied while adding a task to a request, problem, and change.

Role Required: SDAdmin and HelpdeskConfig.

Configuring New Task Templates

Go to Admin > Templates & Forms (Helpdesk Customizer in old UI) >> Task Template >> New Task Template.

Fill out the required details in the displayed form.

Use the table below for reference:

Field	Description
Module	A general task template can be associated with all modules. A request/ project task template can be associated only with their respective modules.
Template name	Specify a unique name for the task.
Title	Specify an appropriate title.
Status	Select a status from the drop-down menu.
Description	Briefly describe the objective of the template.
Estimated effort	Mentions the estimated time to complete the task.
Priority	Mark the priority of your task.
Additional Costs	Mention the additional costs the task might incur.
Group	Select the group which will handle the task.
Owner	Select a technician to work on the task.
Mark/Assign	Decide when to assign the task to a technician. You can assign immediately or mark the task and assign it manually later. The task notification will be sent to the technician only after the task is assigned.
Task Type	Select the task type.
Comments	Enter relevant comments to be displayed to the technician, such as special instructions or exceptions.

Click Save. Click on the arrow to view additional save options.

Associating task template to request template

In some cases, technicians assigned a task in a request may not have access to view the request details. The Associate Request Properties feature allows the technician assigned to a task to view specific fields of a request.

Select Save and Associate Request Templates from the additional save options.
Click Associate Request Templates.
Choose whether to associate the task template to Incident/Service templates from the tab.

Select the templates and click Associate Request Templates.
Click Associate.
Select the fields from the request properties to associate with the task. Click arrow to move them to the Selected Properties menu.
Click Associate Request Properties.

You can also click beside a template to associate the request properties with the template. Once you have associated the properties, the icon turns blue.

If any field from a request template associated with a task template gets removed, it will be removed from the request properties reference as well.

The properties of a project template cannot be associated with a task template.

Information from three types of fields can be associated: the default fields, additional fields, and resources fields.

Edit Template

Click the name of the template you wish to edit.
Modify the changes.
Click Update.

Marking Task Templates inactive

Click the icon beside the task template.
A warning message will pop-up on the screen. Click Yes.

Inactive templates will not be listed elsewhere.

Delete Template

In the task template list view page, select the checkbox beside the templates you wish to delete.

Click Delete.
Click OK to confirm.