Managing tasks
When an issue is created, the first task must be added to show the issue is being processed. Tasks must be created and completed to process the issue and resolve it. These tasks can be for classification, software development, quality control, and so on.
A task represents an action that must be done to contribute in resolving an issue. A task can be assigned to a work group or to a specific employee. Employees can enter their time spent on tasks directly from the task section of an issue to save time. When a task is done, it is completed and the next task is created. This way, the issue's progress is managed internally using tasks.
Setting up tasks
Two types of data must be set up to manage multi-company issues:
Task types
A task type can be created for the ***** company to have the same type available in all the companies and for all the employees. To create task types that will be available in all the companies when a task is created or changed, the user must be connected using the ***** company.
If the Multi-company assignment box is checked in an employee record sheet, this employee can be assigned tasks for issues of multiple companies. If a task type is created for the ***** company or for any other company, this employee can be selected as Default assignment.
If the task type is created for the ***** company, the following fields only display values that are set up for the ***** company:
- Action
- Default type for next task
- Work group
- Default assignment
- Default status
- Default state code
- (Filter by) Issue type
- (Filter by) Product type
- (Restrict to) Work groups
Work groups
A work group can be created for the ***** company to group employees from different companies. To create work groups that will be available in all the companies when a task is created or changed, the user must be connected using the ***** company.
If the Multi-company manager box is checked in an employee record sheet, this employee can be set as a manager in multiple companies. If a work group is created for the ***** company or for any other company, this employee can be selected as the Manager.
If the Multi-company assignment box is checked in an employee record sheet, this employee can be assigned tasks for issues of multiple companies. If a work group is created for the ***** company or for any other company, this employee can be selected when adding members to the group.
Creating tasks
Note
Tasks can only be created inside of an issue.
| 1 | From the main tab of the issue in modification mode, click on  at the top right of the Task section. |
A new empty task is added to the issue, with the task number incremented by 1.
| 2 | Fill in the following fields: |
- The task's Type, for example a task for classification or software development. The different task types can be set up and linked to specific issue states.
- The task's work Group. This work group indicates the team in charge of the task. The different work groups can be set up.
The Type / Group fields are the only ones required to save the issue and therefore create the new task. The other fields can be filled in later on.
| 3 | Save the issue to create the task. |
Note
During the creation process and as long as the issue has not been saved, the task can be canceled. Once the issue has been saved, the task can only be deleted.
To cancel the task, click on 
at the top right of the Task section. The creation process is canceled and the task disappears.
Description of the Task section
In the main tab of the issue screen, the Task section displays all the information about the last task created. This information was added when creating the task or during the task process. For the input task, that is to say the task number 0, the Type / Group, Assigned to and Expected on fields are the only ones displayed because the other fields are not used for this task type.
The icons located on the right of the Task section can be used for the following actions:
- To display the other tasks created for the issue, use the left
and right 
arrows to switch from task to task. - To send a task by email or fax, click on
. - To create a new quotation using the task's information or to open the record sheet of the associated quotation, click on
.
| Field | Description | ||||||
|---|---|---|---|---|---|---|---|
| Type / Group |
The task type enables to categorize the task and the work to be done. Resolving an issue requires to go through multiple task types. These tasks can be for classification, software development, quality control, and so on. The different task types can be set up. The task group enables to assign the task to a work group. The different work groups can be set up. |
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| Assigned to |
The employee assigned for the task, meaning the employee who is working on the task to complete it and move the issue forward. The list of employees available from the help list includes:
However, this list of employees can be restricted to the members of the work group selected. Edit the issue and click on When the issue is in modification or not, you can click on For an employee to be assigned tasks for issues of multiple companies, the Multi-company assignment box must be checked in this employee's record sheet. This way, the employee can be associated with issues from multiple companies. Note An employee with the Multi-company assignment feature can be assigned to issues from multiple companies. However, this feature on its own does not give the employee access to all the issues from all the companies. |
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| Visible externally |
If the box is checked, any content written in the task's Visible information field can be viewed as messages by the customer, on the Customer Portal and in the issue's Messages tab. If the box is not checked, the task information cannot be viewed by the customer. |
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| Scheduled on |
The expected end date of the task. |
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| Visible information |
The task-related information to let the customer know about the issue's progress. If the Visible externally box is checked, this information can be viewed as messages by the customer, on the Customer Portal and in the issue's Messages tab. Click on In modification, click on To quickly add an image as an attachment:
Note If the use of the Help Desk Portal is enabled from the Settings Portal, this field is hidden. For issues managed using the Help Desk Portal, it is no longer possible to enter this visible information and the customer is directly notified with issue messages (see Sending direct messages). For issues that were created before the Help Desk Portal has been enabled, the "visible information" that has already been entered on tasks that are visible externally is displayed as issue messages in the Help Desk Portal and the Desktop Application. The "visible information" already entered on tasks that are not visible externally is not retrieved. |
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| Internal information |
The internal task-related information to give details about the actions carried out and how the issue is processed. This information can only be viewed internally. The Internal information of each task is automatically added to the Internal responses in the Response section. Click on In modification, click on To quickly add an image as an attachment:
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| Timesheet |
Enables to quickly enter the time spent on a task. Click on the field's name to open the current week's timesheet for the connected user. Reference For more information, refer to Entering time spent on tasks. |
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| Next type |
The type of the next task can be added:
For each task type, it is possible to set up a default type for the next task so that the Next type field is automatically filled in. |
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| Total time | The total time spent on the task. This field is automatically filled in by adding up all the time entered for this task. | ||||||
| Scheduled | The time initially scheduled to complete the task. | ||||||
| Remaining | The time remaining to complete the task. |
to display the group's members, select the desired employee then validate.
to assign the task to yourself and let other employees know you are working on the task. The Assigned to field is automatically filled in with your name and it cannot be changed. If needed, click on 
to free the task.
to show the detailed content in a new window.
to add table texts.Entering time spent on tasks
Time spent on a task can be entered directly from the issue screen. There are two ways to enter time spent on a task:
- Direct time entry to enter time with just one click.
- Detailed time entry to open a window to enter time spent, already filled in with all the information from the issue.
The time spent by all employees on all the tasks of the issue can be displayed as a list. Go to Edit > Linked timesheets or click on 
from the action bar of an issue, when it is not in modification.
To change the time entered for a task, go to My Akuiteo > My timesheet.
Note
An employee can have to be assigned tasks for issues associated with another company:
- If the Multi-company assignment box is checked in the employee record sheet, the employee can enter time for a task directly from the issue associated with another company. The time entry will be added to the timesheet for the employee's company.
- If the box is not checked, the employee cannot enter time for issues associated with another company.
Direct time entry
| 1 | From the issue screen, display the desired task in the Task section. |
| 2 | Enter the time spent on the task in the Timesheet field, then click on at the field's right. |
The time is automatically added to the timesheet of the connected user, on the current day. The Project, Phase, Sub-phase and Project task fields are filled in automatically using the issue information. If these fields are empty for the issue, they must be manually filled in before entering the time spent on tasks.
Detailed time entry
The detailed time entry is done in the time entry window to have more control over the values entered and change fields if needed.
| 1 | From the issue screen, display the desired task in the Task section then click Enter.... |
The Enter your time spent on this task window opens.
| 2 | In the Enter your time spent on this task window, fill in the following fields: |
- the Date to use for the time entry (current day by default);
- the Duration of the time spent on the task.
The other fields are filled in with the issue's information, however the values can be changed if needed.
To remove the values filled in all at once, click on 
at the top right of the Timesheet section.
The Templates section displays the list of the user's quick entries. Click on a quick entry to automatically fill in the fields in the Timesheet input section.
The Weekly time spent section displays an overview of the time spent by the user during the week of the task's Date. The time spent on the current task can be adapted depending on the weekly overview, for example if the daily number of work hours should not be exceeded.
| 3 | When the fields are filled in, click Validate. |
The time is added to the timesheet for the connected user, on the specified day.
Completing tasks
Completing a task means its purpose has been carried out and the issue can be moved forward, by creating new tasks or closing the issue.
Note
Completed tasks can still be changed.
Before completing a task, make sure to add some details about the task in the Visible information or Internal information fields. If these fields are empty, the task cannot be completed and an error message is displayed if you attempt to do so.
To complete a task:
| 1 | Enter the time spent on the task in the Time input section. This step is optional. If the time spent is not already entered, a message is displayed when completing the task to remind the user to do so. |
| 2 | Fill in the information about the next task in the relevant section: |
| Field | Description |
|---|---|
| Type / Group |
Select the type then the work group of the next task from the help lists. If the current task's type is set up with a default type for the next task, this type is automatically filled in the Type field. Similarly, if the next task's selected type is set up with a default group, this group is automatically filled in the Group field. |
| Assigned to |
Select the employee assigned to the next task from the help list. If there is a default assigned employee for the selected type, this employee is filled in by default. Tip Click on |
| 3 | Click on  Complete then confirm the completion. |
The task is completed. The issue screen is updated. Depending on the setup for this new task's type, the issue's status and state can be changed automatically.
It is also possible to use checks or points from the menu Edit > Count checks or by clicking on 
from the action bar.
Reference
To adapt an issue's status and state, see Changing statuses.
Deleting tasks
Important
Deleting a task cannot be reversed.
A task can only be deleted if:
- The task is in progress. A completed task cannot be deleted.
- The task is not the only one in progress for the issue. If a task is the last non-completed task in an issue, it cannot be deleted.
| 1 | From an issue screen when it is not in modification mode, display the desired task in the Task section then click on  . |
| 2 | Confirm the deletion. |
The task is deleted. The task numbering is not updated when a task is deleted: the deleted task's number will be missing from the issue's task list.
