Using Workflow Tasks 
A workflow task can contain all the information required for processing. In Workflow Tasks, the system notifies support staff that they are the processor of a particular workflow task.
Prerequisites
The system is configured accordingly.
Features
The information required to process a workflow task, is displayed, and can be expanded.
Activities
Forward the workflow task to another processor.
Add attachments and notes.
Confirm that you have completed a workflow task by going to the service request with Execute and setting the status of the workflow task to Completed.