New RITM Task view
The following explains the new layout and functionality for a Task associated with a Requested Item (RITM) in the new IT agent default view. These are shown in the configuration for a tab view. At the end of this document find the configuration setting for tab view.
New Task view details
Note that the top section has the same information as the previous task view. However below now the elements have also been broken down to tab/sections. There is new functionality introduced on the RITM Comments tab to enable comments posting to the RITM that will be detailed below in the document.
Above is the Activity / Worknotes tab/section. Woknotes can be entered here and also you will see the activity that is specifically connected to this task. Internal Worknotes watchers are added here as well. Special to note that customer additional comments will still not appear in activity but are covered below.
Next is the new RITM Comments tab/section and functionality.
The new functionality introduced here will allow you to post a regular additional comment on the Parent RITM triggering the standard email notification for a new comment sent to the client. Right below is where you can see the comments entered here on the task as well as any comments on the RITM. Any replies via email from the client will also appear here allowing you to have 2 way communication from the task. Watchers can also be added.
NOTE: You will need to click any “Save” button to post the comment. (the usual “Post” button could not be used)
Finally see below the Form Responses tab
Here you will find the client’s responses to the questions on the service request form. Usually called the “variables”, these are now in their own tab/section.
Configuration setting for Tab view: