If you would like to add a task to an open ticket, it is crucial to add the new one before you close any previous task(s). If all the individual tasks on a ticket are manually closed, the ticket itself will automatically close. This is why we will first look at adding tasks.
Adding a Task
Navigate to Service Catalog > Catalog > Open Records > Items in to get to the item to which you’d like to add a task.
Once you’ve clicked on your selected Item, scroll down until you can see the tab ‘Catalog Tasks.’ To add a task, click ‘New.’
Fill out the appropriate information, and then click ‘Submit’ on the top-right.
Congratulations! You will now find your new Task in the Catalog Tasks tab.
Closing a Task
As previously mentioned, unless you want the item as a whole to close, always ensure that there is at least one other open task before you close another. Given that we just created a new, test Task, we will now close the previous one.
From the same Catalog Tasks tab, click on the Task you would like to close. In our case, it will be SCTASK0010196.
On the top right. click ‘Close Task.’
From there you will be brought back to the Item page. If you check the Catalog Tasks tab now, you will find that the closed Task hasn’t been removed. However, its state has changed to ‘Closed Complete’ and you will be given an accurate date and time for when the Task was manually closed.
