Managing Ticket Task in TDX

Overview

Ticket Tasks in TDX allow service desk staff to break a service request into discrete, trackable steps. Each task can be independently assigned, actioned, and completed. Tasks appear under the Tasks/Activities tab and the most current active task also displays in the Current Activities panel on the ticket's General tab.

This article covers how to view tasks on a ticket, create new tasks, update task progress, and mark tasks complete.

 

 

Understanding the Ticket Layout

When you open a service request in TDX, the ticket is divided into several key areas relevant to task management:

General Tab

The General tab displays the core ticket details and a Current Activities panel on the right side. The Current Activities panel shows only the active (incomplete) task that is currently in progress. This is a quick-at-a-glance view and includes:

  • Task name (e.g., Take Photo)
  • Ticket Task ID
  • Due date/time
  • Assigned team or individual
  • Action buttons: Mark Complete, Update, Edit, Delete

Note: Current Activities shows the active task only. To see all tasks (including future or unassigned ones), navigate to the Tasks/Activities tab.

Tasks/Activities Tab

This tab lists all tasks associated with the ticket in sequence. For each task you can see:

  • Task name and Ticket Task ID
  • Due date (if set)
  • Assigned team or individual (or Unassigned)
  • Available actions: Mark Complete, Update, Edit, Delete

Example task workflow for a photoshoot request:

Step

Task Name

Task ID

Status/Notes

1

Take Photo

19277

Active - assigned to HSIT-Service Desk

2

Edit Photo

19278

Pending - Unassigned

3

Upload to Website

19279

Pending - Unassigned

 

 

Creating a New Task on a Ticket

Tasks can be added to any open service request. Use tasks to define actionable steps that need to be completed before the ticket can be resolved.

Steps to Create a Task

  1. Open the service request ticket in TDX.
  2. Click the Tasks/Activities tab at the top of the ticket.
  3. Click the Add button in the toolbar.
  4. Select Task from the dropdown menu.
  5. Complete the task form with the following fields:

Field

Example / Default

Notes

Title *

Take Photo

Required. Short, action-oriented name for the task (e.g., Take Photo, Edit Photo, Upload to Website).

Predecessor

(leave blank or select prior task)

Optional. Links this task to a previous one so it only becomes active after that task is complete. Use to enforce task sequencing.

Start Date

5/29/2026 3:00 PM

Defaults to now. Set to the appointment or scheduled start time for the work.

Due Date

5/29/2026 11:59 PM

Required. Set based on the appointment time or SLA. Drives the due date shown in Current Activities.

Estimated Hours *

0.00

Required. Enter the expected time to complete the task. Can be 0.00 if unknown.

Complete Within

1.00 hours

Auto-calculated from Start and Due dates. Can be adjusted manually; sets the expected completion window.

Responsible

HSIT-Service Desk

Search for and select the team or individual responsible for this task. Leave blank if not yet known (Unassigned).

Notify Responsible

Checked (default)

When checked, TDX will send an email notification to the assigned person/team when the task is saved.

Description

Photograph the subject at the scheduled appointment time.

Optional but recommended. Provide any relevant instructions, context, or notes for the person completing the task.

 

  1. Click Save to add the task to the ticket.
  2. Repeat for each additional task in the workflow.

Tip: Create all tasks at the start of the workflow (e.g., Take Photo, Edit Photo, Upload to Website) so the full process is visible and can be assigned in advance. If a workflow is assigned to a ticket Task will automatically be created

 

Actioning a Task

Once a task exists on a ticket, there are several actions available depending on where you are viewing it (General tab or Tasks/Activities tab).

Available Actions

Action

When to Use / What It Does

Mark Complete

Use this when the task has been fully completed. This closes the task and advances the ticket workflow to the next task. The task will no longer appear in Current Activities.

Update

Use this to add a progress note or comment to the task without completing it. Helpful for documenting partial progress or communication.

Edit

Use this to modify task details such as the title, due date, assigned team, or description. Available on all tasks regardless of status.

Delete

Use this to remove a task entirely from the ticket. Use with caution - this cannot be undone and removes all task history.

 

Marking a Task Complete

  1. Locate the active task in either the Current Activities panel (General tab) or the Tasks/Activities tab.
  2. Click Mark Complete next to the task.
  3. A confirmation or completion dialog may appear - fill in any required fields.
  4. Click Save/Confirm.
  5. The task will be removed from Current Activities. If a next task exists, it will now display as the active task.

Note: Only tasks with a Responsible person/team assigned will show a Mark Complete option in Current Activities. If the task is unassigned, edit it first to set the Responsible field before attempting to complete it.

Updating a Task with a Progress Note

  1. Click Update next to the task.
  2. Enter your progress note or comment in the description field.
  3. Set a new due date if required.
  4. Click Save.

Tip: Use the Update action to document when you are waiting on a third party, or to log partial completion details. This keeps a timestamped audit trail on the task.

 

Assigning or Reassigning a Task

Tasks may be created without an assignee (Unassigned). Before a task can be actioned or completed, it should be assigned to the responsible team or individual.

  1. Navigate to the Tasks/Activities tab on the ticket.
  2. Click Edit next to the unassigned task.
  3. In the Responsible field, search for and select the responsible team or person (e.g., HSIT-Service Desk or a specific technician).
  4. Update the due date if needed.
  5. Click Save.

Note: The Current Activities panel on the General tab will reflect the assignment once the task is edited and saved.

 

Ticket Status and Tasks

Task completion affects the overall ticket workflow but does not automatically close the ticket. Be aware of the following:

  • A ticket can remain ON HOLD while tasks are in progress. Task completion does not change the ticket status automatically.
  • Once all tasks are marked complete, review the ticket status and manually update it (e.g., from On Hold to In Process or Resolved) as appropriate.
  • The ticket's Last Modified field updates any time a task is added, edited, or completed.
  • The Reviewer and Responsibility fields on the ticket indicate who owns the overall ticket, which may differ from individual task assignees.

Tip: Always check the Tasks/Activities tab before resolving a ticket to ensure all tasks are marked complete.

 

Quick Reference Summary

Task

Where / How

View active task at a glance

General tab > Current Activities panel

View all tasks on the ticket

Tasks/Activities tab

Create a new task

Tasks/Activities tab > Add > Task

Assign an unassigned task

Tasks/Activities tab > Edit > set Responsible field

Add a progress note

Any task > Update button

Complete a task

Any task > Mark Complete button

Edit task details

Any task > Edit button

Remove a task

Any task > Delete button (irreversible)

 

 

 

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