You can create a task from a service request in the browser's Work management by dragging the request onto the calendar. The date you drop it on is prefilled as the task's due date. Dragging alone does not reserve anyone's working time: check the responsible party and resourcing times on the task form.
Prepare the service request
You need permission to edit the service request and permission to create a task for the selected Spot and responsible party. If the request's status or your permissions prevent editing, you cannot transfer it by dragging. Permissions for creating a draft without a Spot differ from those for a regular task; adding a Spot and activating the task require task permissions for that target.
- Open Work management from the Dashboard group in the left navigation menu. You can also open it using the To the resourcing page button at the top of the Dashboard.
- Find the request in the Service requests list. Click its name to open its details and check the description, Spot, priority and any previous tasks. Also fill in the request's required additional information if you intend to mark the request as completed when transferring it.
- Check the day in the calendar and the Search for tasks from time range at the top of the page. If necessary, use the Filter button at the top to adjust the service request and task filters.
Filters can hide existing work. See Work management views and filters.
Create a task or draft
Drag the service request row onto the desired day in the calendar. In the prompt that opens, select Create new task or Create draft task. Cancel stops this step without creating a task.
The form's Basic info tab is prefilled with the request's title as the task name, its description, Spot if present, priority and the date you dragged it to as the due date. The task is linked to the dragged service request. Check the details, as the task and service request details are saved separately.
A regular task needs a name, Spot, due date and responsible party. In the Responsibility and schedule section, use Choose a responsible party to select a role or users, and check Choose a due date. The name can contain up to 512 characters and the description up to 4,096 characters. Priority is required even for a draft.
A draft is useful when not all the details needed to carry out the work are known yet. It can be saved without a Spot, responsible party or due date. The details obtained by dragging are still prefilled on the form. A draft is a task in planning, not completed work.
If you select multiple Spots, a separate task is created for each one under the same service request. The remaining tasks are created in the background, so make sure they have been created before creating more.
Check responsibility and working time resourcing
The task's due date indicates the day by which the work should be done. Resourcing for each user specifies the planned start and end times of the work. Selecting a due date or responsible party alone does not guarantee that the work is reserved for the desired times.
In the Responsibility and schedule section of the Basic info tab, select Open planning alongside the responsible party selection. Check the users' working times. A responsible role alone does not receive a user-specific time reservation in the same way as selected users.
If a user's resourcing times are missing when you save, the system fills them in using the service's Default resourcing values. The start date is calculated by subtracting the configured advance from the due date; the configured duration is added to the start time. The defaults are 08:00 on the due date and a duration of one hour, giving a reservation from 08:00 to 09:00. Your service may use different values. Resourcing times already entered are retained. If a draft has no due date, the current day is used as the starting date for any missing user resourcing.
Selecting a task template may populate the form with responsibilities and resourcing times. Check the final selections before saving. Later changes to times are described in resourcing in the Gantt view.
Check the changes to the service request
The Changes to the dragged service request section appears at the beginning of the task form's Basic info tab. It shows what will happen to the request when this task is created. Check it separately from the task details.
The service request category's After transferring to tasks setting controls the immediate update of the request only on the first transfer, when the request has no linked tasks yet and the setting is not Do not do anything. The service request will later be marked as completed manually.
- Mark the service request as complete immediately: the request is completed after the task is created, even if the task has not been carried out yet or is created as a draft. If the request has no responsible executor, select one in the changes section or select Mark the service request as complete without a responsible. This selection concerns responsibility for the service request, not the task's responsible party.
- Mark the service request complete when all tasks have been marked complete: creating the task does not yet complete the request. Drafts and tasks added later are also included in the completion condition.
- Do not do anything. The service request will later be marked as completed manually: a task linked to the service request is created, but the request's current details are not updated by this transfer.
During the first-transfer update, a missing Spot on the request is filled in with the created task's Spot. An existing Spot is not replaced. The request's attachments are copied to the task and also remain on the request. A comment is added to the request recording the creation of the task or draft, along with the due date and task responsibilities if these have been provided.
If the request already has tasks, creating a new task or draft retains the request's current Spot, responsibility and status. The regular process for creating an additional task also does not copy the request's attachments or add the transfer comment described above. The same applies to creation in Work management when the category setting is Do not do anything. The service request will later be marked as completed manually.
Automatic completion based on transferring to a task bypasses the service request's signature requirement. A completed status therefore does not guarantee that the request's signatures have been collected. Other completion requirements, such as required additional information, may still prevent the request from being updated.
When is a request that waits for all tasks completed?
When a linked task moves to Completed status, the system checks all the service request's tasks. The request can only be completed once every task meets the completion condition. Drafts and other unfinished tasks are not skipped. Cancellation of the work does not itself meet the condition; for example, a task that is On hold prevents it from being met. The same condition is also checked when you try to mark the request as completed manually.
The service-wide setting Consider "In Review" tasks as "Completed" for Service Request settings also allows tasks that are In review to be accepted in this check. Without this setting, only Completed status is accepted. However, simply moving to In review status does not trigger the automatic completion check.
The same completion logic applies to linked tasks completed on Android and iOS. In the mobile app, marking a task as completed may leave a task that requires review in review status, so check its final status in the browser if necessary.
For more background on the settings, see service request categories and additional fields.
Save and verify the result
Select Create and close at the bottom of the regular task form when you want to create work to be carried out later. If the Create button is visible, it creates the task, starts processing it immediately for the current user and opens the task for processing. This option requires permission to view and edit the task and is available only when creating a task for a single Spot. Save a draft using the Create draft task button.
Open the created task from the Tasks list by clicking its name. Check the due date, status, Spot, responsible party, users' resourcing times and that the correct request is selected under Link to service request. A task or draft with a due date is also added to the calendar. A draft without a due date does not appear in the calendar.
When a service request has linked tasks, its row has an eye icon with the tooltip Show service request's tasks. This action shows only linked work already loaded into the current Tasks list in Work management. It does not fetch all the request's tasks again. If work is missing, check the time range, status filters and permissions, or open Tasks in the service request details.
A request may disappear from the service request list immediately after a task is created if Show only service requests with no tasks is enabled in the Service request filters section. Disappearing from the list does not mean that the request has been completed or deleted. If necessary, open the request using To service requests in Work management and check its actual status, Spot, responsible executor and transfer comment.
Saving the task and updating the service request happen separately. If the task is created but an error occurs when updating the request, first check the created task and the request's current details. Correct any missing required information, for example, before continuing. Dragging again may create a second task and does not automatically fix the first one.
Once the draft's details are confirmed, open it from the Tasks list, fill in the Spot, due date and responsible party, and check the resourcing. Save the details. Then select Move to open at the bottom of the form. This turns the draft into a task that can be carried out; creating it did not mark the work as completed.