Manually creating a task

DMF

141302 HELPDESK ISSUES MODIFY or 142602 HELPDESK SIMPLIFIED ISSUE MODIFY

Generally, completing a task allows you to create the next one (see Completing tasks). However, manually creating a task can be necessary in the following cases:

  • The only task is the input task.
  • You want to create a task without completing the previous one.

Note

When an issue is re-opened from the Customer Portal, a re-opening task is created and completed automatically. A copy of the task preceding the closure is also created.

1 From the issue, open the desired task.
2 At the top right of the task panel, click on then on Add task. From the input task, you can also click on Add at the bottom of the panel.
3 Specify the following task information:
Field Description
Task type

Specify the task type.

The drop-down list displays the task types allowed for the issue type and the product type.

Default task type

The task type specified by default when creating the task can vary:

  • If the task is the input task, the task type cannot be modified and matches the type which code is INPUT.
  • If you add the task after the input task, the default task type corresponds to the first task by default specified in the issue type's setup.
  • If you completed a task to create the current one, the default task type corresponds to the one specified in the Next task section of the previous task.
  • If you add the task after a task (except the input task) without completing it, the task type is empty by default.
Group

Specify the work group involved in the task.

The drop-down list displays work groups authorized for the task type specified.

The work group is required if Workgroup input required is checked in the task type setup (Tools > Setup > Help Desk setup > Workgroups > Groups and members).

Default group

The group specified by default when creating the task can vary:

  • On the input task, the group is the one specified when creating the issue.
  • If you add the task after the input task, the default group is the one specified in the task type's setup.
  • If you completed a task to create the current one, the work group is the one specified in the Next task section of the previous task.
  • If you add the task after a task (except the input task) without completing it, the work group is empty by default.

If the task type has a default group set up, it will be specified automatically when selecting the task type.
Assigned to

Specify the employee doing the task.

When you have specified at least three characters of the code or the name of the employee, a list of results is displayed.

The Filter on work group members filter at the right of the field allows you to, when enabled, select only members of the work group specified in the Group field. When it is disabled, the help list suggests all employees of the company.

This field is not required.

Employee specified by default

The employee specified by default when creating the task can vary:

  • If you add the task after the input task, the default employee the task is assigned to is the employee specified in the setup of the task type (Tools > Setup > Help Desk setup > Issues and tasks > Task types).
  • If you completed a task to create the current one, the default employee corresponds to the one specified in the Next task section of the previous task.
  • If you add the task after a task (except the input task) without completing it, the field is empty by default.

If the group has only one possible member, it will be specified automatically when selecting the group.
Scheduled on

Specify the scheduled date for the task.

If the date is specified, it will also be displayed in the activity feed.
Visible externally

This check box is only displayed when the EXT_VOIT_INT management rule is enabled. This rule allows you to make desired tasks visible on the Customer Portal.

Check this box if you want the task to be visible for customers that can access the issue from the Customer Portal. Otherwise, uncheck this box so that the task will not be displayed on the Customer Portal.

By default, this box is checked.
Internal information

Specify the internal information of the task.

It is information related to the task, which describes the actions done and provides clarification to how the issue was processed.

When the internal information is specified, it will be displayed in the activity feed of the issue. However, it will not be visible by customers from the Customer Portal.

Tip

In this field, you can insert table texts and rich text (refer to Using table texts and Using rich text).
Remaining tasks Specify the number of days necessary to complete the task.
Timesheet entry

Timesheets can only be inputted when the task has already been created.

Reference

For more information on inputting timesheets on a task, refer to Inputting time spent on a task.
Next task

Specify the type, the group and the employee of the task.

When the task in progress is completed, a new task will be created automatically with the information specified here.

If Check "Launch new task" is checked in the setup of the current task type (Tools > Setup > Help Desk setup > Issues and tasks > Task types), the next task is required.

If the Default type for next task is specified in the current task type's setup:

  • The next task's type is specified automatically.
  • The Group field is specified automatically if a default work group is specified in the setup of the next task's type.
  • The Assigned to field is specified automatically if a default assignment is specified in the setup of the next task's type.
4 At the bottom of the screen, click on Save.

The task is created.