Task- vs. request-driven processing

All SM applications use either task-driven or request-driven processes for handling tasks.

Each application defaults to one or the other of these processing types, but you can switch between them as needed.

Task-driven processing means that the order or request is simply a container for a list of tasks that need to be completed in order for the overall work to be considered complete. When a work order is created, an associated task record is also automatically created. A request must have at least one task, and additional tasks can be defined to handle all aspects of the request. As tasks are performed and completed, the request transitions through a series of states. After the last task is closed, the request automatically transitions to closed.

Request-driven processing means that tasks can still be assigned to a request; however, closing all tasks will not automatically close the request. A request does not require any sub-tasks and can be opened and closed independently. Any sub-tasks added can be transitioned and assigned independently and to different agents than specified on the request. Even if all tasks are closed, the request can remain open and continued to be worked on. However, the request cannot be closed until all tasks are also closed. In request-driven processing, state transitions are based solely on the request.