3.2 Tasks and Requests

“Tasks and Requests” is an application for finding all the functions necessary to respond to work requests and incidents as and when they occur.
It is used to request the execution of a task, to assign a user to a request, to execute a task and to check the status of a task that has been executed.

(Figure) Operational tasks within “Tasks and Requests” conceptual diagram

(Figure) Operational tasks within tasks conceptual diagram (Figure) Operational tasks within tasks conceptual diagram


(Table) “Tasks and Requests” outline

Worker Task that can be performed
Customer user Can be used to request the execution of a work task registered as part of the service catalog using the service catalog.
Also allows for the creation of tickets for incidents that arise during work tasks.
For the definition of a customer user, see "Access control through user segregation".
Operation manager Can be used to respond to a workflow approval request from an operations agent or to check the status of workflows.
It can also be used to apply skills to operations agents and to check that the skills and schedules of a given operations agent are appropriate for them to be assigned as the agent for a task. It can also be used to update things such as the status of tickets.
Operations agent Can be used to process workflows and tickets assigned to you specifically.

In “Tasks” and “Requests”, you will find the targets and required functions for performing operations for the given user who is using that particular application. Tasks consists of tabs ① through ⑤ in the figure below, and Requests consist of tabs ① through ③.

(Figure) “Tasks and Requests” window

(Figure) “Tasks” window (Figure) “Tasks” window

An outline of the functions provided in each tab and the applications displayed are shown below.

(Table) Outline of functions provided in “Tasks and Requests”

Tab Tasks Requests Description
① Service
Catalog		 〇 〇 You can request the processing of a workflow from registered catalog items.
② Workflow 〇 〇 You can perform workflow activities and check the status of workflows. An activity is all information required to configure each step in a workflow.
③ Ticket 〇 〇 You can create, confirm, update and search for tickets. Users can also exchange messages with each other and execute workflows. *
④ Schedule 〇 × You can add, confirm and edit schedules for tasks. You can also repeat the execution of routine tasks, automatically execute tasks associated to workflows and create user-originated schedules.
⑤ Resource 〇 × You can confirm the skills or work experience of user using the displayed list and apply/revoke skills to/from users.

The service catalog, workflow and “Ticket” tabs* are shared for both the tasks and requests applications and appear identical. The application that is to be operated differs depending on the role assigned to the user. The relationship between roles and the application to be operated is presented below.

(Table) Relationship between roles and applications to be operated

User types Assigned role Application to be operated
Customer user Customer Manager
Customer User		 Request application
Requester user Requester Manager
Requester User
Users other than above The above roles are not assigned Task application

Requests are displayed to all users. Users other than customer users and requestors will see both applications. However, typically, they will only use the tasks application. For details on the correspondence between applications and roles, see “Correspondence between roles and support functions in Ops I”.

*Certain operations and displays are restricted in the "Ticket" tab in the request application. For details, see "Tickets".


Section structure

3.2.1 Service catalog
3.2.2 Workflow
3.2.3 Tickets
3.2.4 Schedule
3.2.5 Resources