Task Lifecycle - Documentation for Bmc Helix Business Workflows 20.08
As a Case Agent, When You Add Tasks to a Case, They Go Through Multiple Statuses from Staged to Closed Throughout Their Lifecycle. You Can Change the Status of...
As a case agent, when you add tasks to a case, they go through multiple statuses from Staged to Closed throughout their lifecycle. You can change the status of a task to reflect its progress. By default, a task is in the Staged status when it is queued for execution.
Based on the task type, the default lifecycles of tasks also differ. If a case business analyst modifies the default lifecycle of tasks, then tasks follow the modified lifecycles. For more information, see Modifying the lifecycle of cases, tasks, and knowledge articles.
To change the status of a task after it is created, you must have access to the task. For more information about permissions to access tasks, see Data access model.
Default lifecycle of a manual task
Tasks go through different statuses in their lifecycle. A case business analyst can change the default lifecycle of tasks. The case business analyst can also change the lifecycle by defining status changes according to the actions taken on the tasks.
When you change the status of a task, notifications are sent to the assignee of the task and the parent case. For more information about notifications, see Creating custom notifications.
The following workflow shows the default lifecycle of a manual task:
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Status transition for tasks
The following table shows how the the task status changes based on the actions:
| Status | Action | Status changes to |
|---|---|---|
| Staged | Case agent cancels the task. | Canceled |
| Assigned | Case agent starts working on the task. | In Progress |
| Assignee needs a response from the requester or contact in case of queries. | Pending | |
| Case agent completes the task. | Completed | |
| Case agent cancels the task. | Canceled | |
| Task is completed and no further action is required. | Closed | |
| In Progress | Case agent assigns the task to another user. | Assigned |
| Case agent completes the task. | Completed | |
| Task is not completed. | Failed | |
| Case agent cancels the task. | Canceled | |
| Task is completed and no further action is required. | Closed | |
| Pending | Information is received for a pending task. Case agent starts working on the task. | In Progress |
| Approver rejects the task. | Approval Rejected | |
| Case agent assigns the task to a user. | Assigned | |
| Case agent completes the task. | Completed | |
| Case agent cancels the task. | Canceled | |
| Task is completed and no further action is required. | Closed | |
| Approval Rejected | Case agent starts working on the task again to rectify the problem and resend it for approval. | In Progress |
| Case agent makes appropriate changes and assigns the task to a user. | Assigned | |
| Case agent cancels the task. | Canceled | |
| Failed | Case agent reassigns the task to another user. | Assigned |
| Case agent completes the task. | Completed | |
| Completed | Case agent cancels the task. | Canceled |
| Task is completed and no further action is required. | Closed |
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