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Highlights

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Create custom task types

By default, tasks are built-in ticket types. Now, you can create custom task types with their specific status lifecycle and fields. Each task type can be a child of specific parent ticket types. When you add a task to a ticket, select from the custom task types allowed under that ticket type. For example, a security team adds a Remediation custom task type that can only be a child ticket of incidents and problems.
Remediation custom task type page listing the ticket types its tasks can be a child ticket of, above its Lifecycle, Fields, and Priorities tabs
Set them up in Team Settings → Ticket Types → Task, which now lists Task and your custom task types under Task types. The built-in Task type’s fields and priorities moved there too: select Task in that list to edit them. See Task types.

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Add custom task statuses

Tasks are no longer limited to a fixed set of statuses. Add your own and edit them in Team Settings → Ticket Types → Task, the same way as for requests and incidents. Tasks of the built-in Task type can use every task status, and each custom task type picks the ones it moves through. For example, add a “Waiting on vendor” status so tasks blocked on a third party stand out from tasks in progress.
Task ticket type settings with the Statuses card and its Add Status button above the Task types list
See Task statuses.

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Tickets

Tasks grouped by type on the parent ticket A ticket’s Tasks section lists tasks of the built-in Task type first, then one group for each custom task type. Each task’s badge names its type, such as “Remediation Task”. Only tasks take a parent ticket Set parent ticket moves a task under another ticket, and for a task of a custom task type it lists only the tickets its type allows. Other tickets can’t be given a parent. One that already has a parent keeps it, and can still move or detach. See Moving a task to another parent. Change types and task types Ticket Types settings call a type’s variants Change types and Task types, so buttons read New change type and New task type.

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Platform

Create tasks of a custom task type through the API Pass a custom task type’s identifier as ticket_subtype with parent_ticket_id when creating a ticket.