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