All SM applications use either task-driven or request-driven processes for handling
tasks. Field Service Management defaults to
the task-driven method for handling work order 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 work order or request simply contains a list of tasks
necessary for completing the overall work. When a work order record is created, an associated
task record is automatically created. A request must have at least one task, and more 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 are assigned to a request, but closing all the tasks
does not automatically close the request. A request does not require any tasks and can be opened
and closed independently. Any tasks 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 continue 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