Tickets en aanvragen
Taken beheren en uren boeken
Create task · Complete task · Workplan task
Choose the task you want to carry out. Each procedure includes its prerequisites, steps and safeguards.
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Create task
Track work on an incident, change, problem or service request. Choose the task type and scope deliberately; approval completion grants approval.
Who can do this: Tenant administrator, Operator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Time entries on tasks are only available when the time_management ITSM submodule is enabled. Without it, the time entries section is hidden and task completion does not require logging hours.
- Approval tasks (task_type "approval") follow the same status lifecycle as regular tasks. Completing an approval task counts as approval granted.
- Workplan tasks (task_type "workplan") are filtered out of the main task list and tracked separately as work sessions.
- The all_tasks_completed building block event only fires when ALL tasks on a parent entity reach completed or cancelled status, and at least one task existed.
- Setting a due_date automatically schedules SLA warning (24h before) and breach timer jobs if SLA monitoring is enabled during creation.
- Task scope (internal/external) controls visibility. The UI also offers viewer-relative filters: mine, others, unassigned, all.
- Open the ITSM entity (incident, change, problem, or service request) that needs work tracked.
- Navigate to the Tasks tab on the entity detail page.
- Click "New Task" or "Request Task" to open the task creation form.
- Enter the task title and optional description.
- Select the task type: task, approval, or workplan.
- Set the scope (internal or external) and priority.
- Assign to a user and/or team.
- Set estimated hours, due date, and planned start/end if applicable.
- Save the task. It will appear in the task list with status "pending".
- Use the scope filter (mine, others, unassigned, all) to view tasks relevant to you.
Expected outcome: The user has reviewed the result of create task in the application.
Complete task
Complete task.
Who can do this: Tenant administrator, Operator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Time entries on tasks are only available when the time_management ITSM submodule is enabled. Without it, the time entries section is hidden and task completion does not require logging hours.
- Approval tasks (task_type "approval") follow the same status lifecycle as regular tasks. Completing an approval task counts as approval granted.
- The all_tasks_completed building block event only fires when ALL tasks on a parent entity reach completed or cancelled status, and at least one task existed.
- Task scope (internal/external) controls visibility. The UI also offers viewer-relative filters: mine, others, unassigned, all.
- Open the ITSM entity (incident, change, problem, or service request) that needs work tracked.
- Navigate to the Tasks tab on the entity detail page.
- Use the scope filter (mine, others, unassigned, all) to view tasks relevant to you.
- To book hours (requires time_management enabled): change the task status to "completed". If no time entries exist, a prompt appears to log hours before completing. Fill in date, hours, and description, then click "Log & Complete".
Expected outcome: The user has reviewed the result of complete task in the application.
Workplan task
Workplan tasks represent work sessions and are tracked separately from the main task list.
Who can do this: Tenant administrator, Operator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Time entries on tasks are only available when the time_management ITSM submodule is enabled. Without it, the time entries section is hidden and task completion does not require logging hours.
- Workplan tasks (task_type "workplan") are filtered out of the main task list and tracked separately as work sessions.
- Setting a due_date automatically schedules SLA warning (24h before) and breach timer jobs if SLA monitoring is enabled during creation.
- Task scope (internal/external) controls visibility. The UI also offers viewer-relative filters: mine, others, unassigned, all.
- Open the ITSM entity (incident, change, problem, or service request) that needs work tracked.
- Navigate to the Tasks tab on the entity detail page.
- Click "New Task" or "Request Task" to open the task creation form.
- Enter the task title and optional description.
- Select workplan as the task type.
- Set the scope (internal or external) and priority.
- Assign to a user and/or team.
- Set estimated hours, due date, and planned start/end if applicable.
- Save the task. It will appear in the task list with status "pending".
Expected outcome: The user has reviewed the result of workplan task in the application.
Aanbevolen werkwijze
- Maak eigenaarschap duidelijk.
- Gebruik statussen en prioriteiten consequent.
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