A task is a specific type of record, controlled by the base class task. Within the platform, all ITIL processes are handled through tasks.

Tasks are created by users who are requesting the task to be performed, and are then updated as the task moves along the workflow. A task is created, work is performed upon it, and eventually it moves to a resolved state. Tasks allow users to request tasks, and track how they are being fulfilled by the appropriate parties. Tasks can be assigned to specific users or user groups. Many tasks are extended by child classes, such as Incident or Change.

Figure 1. A task in Record List view