Manage Tasks in Problem Reports and Corrective Actions

You can create a checklist of tasks related to the problem report or corrective action and assign work to individuals.

You can make it compulsory for certain tasks to be completed by specified users before the problem report or corrective can progress to a status.

Here are some more details on tasks:

• Your ability to manage tasks depends on the permissions for the Manage Tasks action in Additional Workflow Controls for the change type.
• You can mark the status of a task and assign tasks even after the problem report is complete. Use this to manage tasks after completion, such as documenting any recommendation. Note that only the assignee can manage tasks in Completed status.
• The task can't be set as required if the Complete Before Status is one of the following: Blank, First Open Status, Scheduled, or Completed.
  Note: Status First Open indicates the first open status in case your administrator has configured more open statuses.

Task Examples - Problem Report:

• Review customer complaint

• Create detailed report

• Get feedback from Engineering

• Link similar issues

Task Examples - Corrective Action:

• Review similar issues

• Identify root cause

• Inform suppliers

• Document solution

The Tasks table includes the following fields that let you specify task details:

• Sequence: Decides the order in which the tasks are performed. By default, this increments by 10.
• Required: Indicates that the task is compulsory for the problem report to progress. If a task is compulsory, then a Complete-Before Status must be specified.
• Assigned To: Specifies the person to whom the task is assigned.
• Assigned By: Specifies the user who assigned the task.
• Assigned On: The date and time when the task was assigned.

Note: If the same task has been assigned by different users, the Assigned By and Assigned On fields show details of the latest assignment.

• Start-by Status: The status at which the tasks should be started. Includes current and future statuses, and a blank value. Use the blank value when you want the task to being irrespective of the status.
• Complete-Before Status: The status before which the task should be completed. Includes future statuses and a blank value. Use the blank value to leave this field blank when Start-by Status is set to Completed.
• Need by-Date: Indicates the date on which the tasks should be completed.
• Task Status: Can be updated only by the task assignee or the change analyst.

Create Tasks for Problem Reports or Corrective Actions

To create a task for either a problem report or a corrective action, click the Tasks side tab. Select Add from the Actions menu or click the + icon to add lines to the Tasks table when you define or edit a problem report or corrective action. To mark a task complete, or to cancel a task, change the status in the Task Status column. You can modify an existing problem report or corrective action task if its task status is Open.

Copy Existing Tasks to New Problem Reports or Corrective Actions

You can create a new problem report or corrective action based on an existing one and copy over the tasks. Use the Save As action (in the problem report or corrective action). Tasks in the newly created problem report or corrective action are reset to the Open state.