...
The process of a default task management is shown in the following diagram:
| Info |
|---|
To view how the flow diagram looks in the application, click Default Task Management Process Flow. |
...
The Task Management entry criteria in the predefined workflow configurations get applied to the ticket based on the ticket source. The following table lists the entry criteria that is available for Task Management Management tickets:
| Define | Assign | Set | Notify | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| Entry Criteria | Sort Order | Process Type | Default Assignment | Auto Assignment Rules | Status | Phase | Reason Code | Email Template | |||
| User | Group | Sort Order | If Criteria | Then Assign To | |||||||
| NA | 999 | Auto Route | -- | -- | -- | -- | -- | New | Task | None | -- |
Process Steps
The following steps list the Action Options that are available with the predefined workflow configurations for Task Management Process Flow.
...
Step: Accept Assignment
Define Tab
| Basic Properties | Advanced Options | ||||
|---|---|---|---|---|---|
| Type | Name | Description | Close Window on Save | Web Service Operations | Mandatory Fields |
| Accept Assignment | Accept Assignment | Accept Assignment | No | -- | -- |
Permission Tab
| Groups | Roles | Users | Limit To |
|---|---|---|---|
| Public and Administration | -- | -- | -- |
Step: Complete as Successful
Define Tab
| Basic Properties | Advanced Options | |||
|---|---|---|---|---|
| Type | Name | Description | Close Window on Save | Web Service Operations | Mandatory Fields |
|---|---|---|---|---|---|
| Update Ticket | Complete as Successful | Action to complete the task as successful | Yes | -- | -- |
Permission Tab
| Groups | Roles | Users | Limit To |
|---|---|---|---|
| Public and Administration | -- | -- | -- |
Set Tab
| Set Ticket Parameters | ||
|---|---|---|
| Reason Code | Status | Phase |
| Completed | Closed | Closure |
Step: Complete as Failed
Define Tab
| Basic Properties | Advanced Options | |||
|---|---|---|---|---|
| Type | Name | Description | Close Window on Save | Web Service Operations | Mandatory Fields |
|---|---|---|---|---|---|
| Update Ticket | Complete as Failed | Action to complete the task as failed | Yes | -- | -- |
Permission Tab
| Groups | Roles | Users | Limit To |
|---|---|---|---|
| Public and Administration | -- | -- | -- |
Set Tab
| Set Ticket Parameters | ||
|---|---|---|
| Reason Code | Status | Phase |
| As Cancelled / Rejected / Denied | Closed | Closure |
Step: Reopen and Take Ownership
Define Tab
| Basic Properties | Advanced Options | |||
|---|---|---|---|---|
| Type | Name | Description | Close Window on Save | Web Service Operations | Mandatory Fields |
|---|---|---|---|---|---|
| Accept Assignment | Reopen and take ownership | Action to reopen the closed task and take ownership | No | -- | -- |
Permission Tab
| Groups | Roles | Users | Limit To |
|---|---|---|---|
| Public and Administration | -- | -- | -- |
Set Tab
| Set Ticket Parameters | ||
|---|---|---|
| Reason Code | Status | Phase |
| Reopened | Active | Task |