Ticket Tasks
Tasks break down a ticket into smaller action items. They can all belong to the same technician, who uses ticket tasks to track what needs to be done & report progress on those action items individually - like a new hire's computer build.. They can also be assigned to different technicians when several teams need to work together to complete a task - like configuring and deploying a desk phone for a new hire.
Adding tasks is quicker than creating separate child/parent tickets & keeps the responsibility for the entire ticket with the primary technician, though individual tasks may be assigned to other individuals.
Adding Tasks
Within a ticket select Add from the top menu, then Task.
- Title (mandatory) -: all other fields are essentially optional - you can save after entering a title!
- Predecessor (optional) - if certain tasks must be done in order, here you identify what must be completed before this new task
- Start & Due Date (optional)
- Estimated Hours (marked as mandatory, but pre-populated with 0.00 which the system will accept) - estimated number of hours the task will take to complete
- Complete Within (optional) - due date for this task - these hours are added to the task's start date to determine the due date
- Responsible (optional) - individual or group assigned the task
- Description (optional) - additional details or specifics about the task or how to complete it - you don't need to repeat information from the ticket here, as the task owner can review the ticket itself for that
Task Templates
A organized group of tasks that can be applied at once to a ticket - like New Hire. Task templates can be assigned automatically at ticket creation, by a workflow step, or manually at any time. Other ticketing tools referred to them as ticket templates.
To assign a Task Template, within a ticket select Add from the top menu, then Task Template.
When adding a Task Template, we're given the option of removing all current tasks on the ticket, replacing them with the tasks from the Task Template.
Viewing Ticket Tasks
Active tasks are visible on the Current Activities section of tickets (the area on the right of the main ticket window - workflow steps and pending approvals show here as well).
If a task has a predecessor that hasn't been completed, it will not show on the Current Activities section until the predecessor is completed.
We can see all tasks for a ticket in the Tasks/Activities tab at the top of the ticket screen.
We can see ticket tasks assigned to us in the My Work app, or in ticket task reports.
Updating and Completing Ticket Tasks
From the Current Activities section, you can mark a current task as complete with one click. This notifies no one.
You can also select Update, and then mark the task as a certain percentage complete, report time into the task, add notes, and notify interested parties of your update.
Any changes to tasks will be visible in the feed of the associated ticket.