Completing a Task
To be considered resolved, a task must have a status of completed or canceled. If a task is not resolved in a prescribed amount of time, an escalation notification displays as specified by your system configuration.
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By default, there is no validation for tasks to be in the completed or canceled status before the incident is resolved or closed. If you want all associated tasks to be completed, the administrator can enable the validation on save rule for the incident business object. However, if you decide to enable this rule, keep in mind that requesters using Self Service cannot close incidents that have open tasks.
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1.
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Within a task, enter the following: |
| Actual Effort |
The time (in minutes) spent working on the task. The Cost field updates if an average cost per minute has been specified for the team assigned to the task.
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| Percent Complete |
The percentage completed. |
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2.
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Click Save  from the toolbar.
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Once the percentage complete reaches 100, the task status changes to completed and the escalation clock for the task stops.
An entry indicating that the task is complete is recorded in the Activity History tab of the task form.
Task Resolution
When you are notified of a task resolution escalation, do the following:
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1.
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Open the service request to which the task is linked. |
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2.
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Open the escalated task (only tasks with no status or a status of assigned or logged are escalated). |
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3.
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Choose a status from the drop-down list to resolve the task: |