Task Management Parameters

The slice configuration parameters that are described in this article control the features relating to Task Management. The slice control configuration parameters are classified under Parameter Category Task in the Manage Slice Configuration form.

TSK_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS

This parameter allows the administrator to configure to view or hide the workflow actions based on the configured ticket status.

Title

Description

 ID1057

Parameter Name

TSK_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS

Parameter Description

This parameter sets the workflow actions to hidden and restrict task ticket editing. System default value is Closed.

Default value

Closed

Valid value

Active, Approved, Archive, Closed, Complete, Escalated, New, Pending, Queued, Request- Delete, Resolved, Submitted

Impact Area

Task Ticket-workflow actions

Appears on Interface

Agent

TSK_INITIAL_STATUS

This parameter manages the default Status value for new task tickets.

Title

Description

 ID149 

Parameter Name

TSK_INITIAL_STATUS

Parameter Description

This parameter sets the initial status for a new task ticket. The default value is New. You can change its value.

When a new task ticket is saved for the first time, the value for the Status field is automatically set to default value set by the Administrator.

Default value

New

Valid value

Dropdown Options

Impact Area

Task Ticket- Status field

Appears on Interface

Agent

TSK_INITIAL_REASON_CODE

This parameter controls the default Reason Code value of new task tickets.

Title

Description

 ID150 

Parameter Name

TSK_INITIAL_REASON_CODE

Parameter Description

This parameter sets the initial Reason Code for a new task ticket. The system default value is None. You can set an alternate value as applicable.

When a new task ticket is saved for the first time, the value for the Reason Code field is automatically set to this default value set by the Administrator.

Default value

None

Valid value

Text

Impact Area

Task Ticket- Reason Code field

Appears on Interface

Agent

TSK_INITIAL_PHASE

This parameter controls the Phase value for new task tickets.

Title

Description

 ID158 

Parameter Name

TSK_INITIAL_PHASE

Parameter Description

This parameter sets the Initial phase for a new task ticket. The system default is task ticket Recording. You can choose an alternate appropriate value.

When a new task ticket is saved for the first time, the value for the Phase field is automatically set to this default value set by the Administrator.

Default value

Task Ticket Recording

Valid value

Text

Impact Area

Task Ticket- Phase field

Appears on Interface

Agent

TSK_DISABLE_USER_EDITING_TICKET_STATUS

This parameter controls the status at which task tickets cannot be edited.

Title

Description

 ID298 

Parameter Name

TSK_DISABLE_USER_EDITING_TICKET_STATUS

Parameter Description

This parameter sets the Status values to restrict task ticket editing. System default values are Resolved, Closed. You can specify other statuses. Users cannot edit the task tickets in any specified status. The task tickets can be accessed in only read-only mode.

Default value

Resolved, Closed

Valid value

Text

Impact Area

Task Ticket- Updates

Appears on Interface

Agent

LOCK_TASK_NAME_FOR_TASKS_CREATED_USING_TEMPLATE

This parameter enables locking of the Task Name field in task tickets.

Title

Description

 ID389 

Parameter Name

LOCK_TASK_NAME_FOR_TASKS_CREATED_USING_TEMPLATE

Parameter Description

When this parameter value is set to Yes, the Task Name field is locked for editing for the Task tickets created using task templates or the Request Catalog for a Self-Service User.

When the value is set to No, it permits editing of the Task Name field for the task tickets created using task templates.

Default value

No

Valid value

Yes/No

Impact Area

Task Ticket- Updates

Appears on Interface

Agent

TSK_REQUESTER_REPLY_REASON_CODE

This parameter controls the Reason Code setting when the requester updates a task ticket.

Title

Description

 ID614 

Parameter Name

TSK_REQUESTER_REPLY_REASON_CODE

Parameter Description

This parameter defines the Reason Code to be set on the task ticket when an email response is received from the ticket Requester or the Contact Person for the Task. The default value is No.

This parameter lets the Administrator provide text (for example, Responded by User) to automatically populate in the Reason Code field of the task ticket to indicate email interaction with Requester or Contact Person for the Task.

Default value

Blank

Valid value

Text

Impact Area

Task Ticket- Reason Code field

Appears on Interface

Agent

TSK_REQUESTER_REPLY_STATUS

This parameter manages the Status value displayed with the requester updates a task ticket.

Title

Description

 ID785 

Parameter Name

TSK_REQUESTER_REPLY_STATUS

Parameter Description

This parameter defines the Status value to be set on the task ticket when an email response is received from ticket Requester or Contact Person for Task or it is manually updated by an SSU. Default is Blank. The valid values are Ticket Status values.

This parameter lets the Administrator specify a status (for example, Queued ) to automatically update the Status of the task ticket, based on the email interaction with Requester or Contact Person for Task or manual update by a Self-Service User.

Default value

Blank

Valid value

Dropdown Options

Impact Area

Task Ticket- Status field

Appears on Interface

Agent

TSK_ENABLE_CUSTOM_FIELDS

This parameter manages the use of Custom Fields on task tickets.

Title

Description

 ID703 

Parameter Name

TSK_ENABLE_CUSTOM_FIELDS

Parameter Description

Setting to parameter value to Yes (Default), enables the display of Custom Fields in the Additional Information tab for the task ticket. Custom fields allow tracking information in addition to the standard fields for task tickets.

When the value is set to No, the Additional Information tab on the task ticket is hidden and custom field-related information is not captured.

Default value

Yes

Valid value

Yes/No

Impact Area

Task Ticket- Additional Information tab

Appears on Interface

Agent

TSK_INITIAL_PRIORITY

This parameter manages the default value for Priority of new task tickets.

Title

Description

 ID896 

Parameter Name

TSK_INITIAL_PRIORITY

Parameter Description

Set the initial Priority for a new task ticket. The default is Medium (Code 3). You can modify the initial Priority to an acceptable alternative value.

The default initial value for Priority represents the most common value users can assign. Users can change the default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Priority field.

Default value

Medium

Valid value

Dropdown Options

Impact Area

Task Ticket- Priority Field

Appears on Interface

Agent

TSK_INITIAL_SOURCE

This parameter manages the default value for Source of new task tickets.

Title

Description

 ID897 

Parameter Name

TSK_INITIAL_SOURCE

Parameter Description

Set the initial Source for a new task ticket. The System default value is Web (Code 4). You can modify the initial Source it to an acceptable alternative value.

The default initial value for Source represents the most common value that users can assign. Users can change default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Source field.

Default value

Web

Valid value

Dropdown Options

Impact Area

Task Ticket- Source Field

Appears on Interface

Agent

TSK_INITIAL_URGENCY

This parameter manages the default value for Urgency for new task tickets.

Title

Description

 ID 898

Parameter Name

TSK_INITIAL_URGENCY

Parameter Description

Set the initial Urgency for a new task ticket. The default value is Medium (Code 2). You can modify it to an alternate acceptable value.

The default initial value for Urgency represents the most common value users can assign. Users can change default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Urgency field.

Default value

Medium

Valid value

Dropdown Options

Impact Area

Task Ticket- Urgency Field

Appears on Interface

Agent

TSK_INITIAL_IMPACT

This parameter manages the default value for Impact for new task tickets.

Title

Description

 ID 899

Parameter Name

TSK_INITIAL_IMPACT

Parameter Description

Set the initial Impact for a new Task Ticket. System default is Medium (Code 2). You can modify it to an acceptable alternative value.

The default initial value for Impact represents the most common value users can assign. Users can change default initial value, when necessary, for a specific ticket. Providing a default initial value helps to ensure the proper functioning of processes that cannot accept a blank Impact field.

Default value

Medium

Valid value

Dropdown Options

Impact Area

Task Ticket-Impact Field

Appears on Interface

Agent

TSK_ENABLE_APPROVAL_ROUTING

This parameter enables approval routing for task tickets.

Title

Description

 ID910 

Parameter Name

TSK_ENABLE_APPROVAL_ROUTING

Parameter Description

When the parameter value is set to Yes, multitiered approval routing for task tickets is enabled. The Administrator can configure the workflow actions for Submit for Approval and can Withdraw from Approval for task tickets. All task tickets pending approval display in the My Outstanding Items workspace.

Set the parameter value to Yes to enable Approval Routing for task tickets.

Default value

No

Valid value

Yes/No

Impact Area

Task Ticket-Approval Routing

Appears on Interface

All Users

TSK_WORKLOG_REQUIRED_FIELDS_LIST

This parameter manages the fields in the worklog section that are to be marked as Required Fields.

Title

Description

 ID929 

Parameter Name

TSK_WORKLOG_REQUIRED_FIELDS_LIST

Parameter Description

Set the worklog field where you would like inputs to be mandatory when adding a worklog for task tickets. The fields that are specified as mandatory require a user to provide a value.

When the value is not available, a message asking the user to provide the value before saving the Ticket record displays.

Default value

All Boxes unchecked

Valid value

Checkboxes

Impact Area

Task Ticket Worklog fields

Appears on Interface

Agent

DEFAULT_REQUESTER_FOR_TASK_TICKETS

This parameter controls the default requester details on task tickets.

Title

Description

 ID 933

Parameter Name

DEFAULT_REQUESTER_FOR_TASK_TICKETS

Parameter Description

Set the default Requester for task tickets using this parameter. The system default is Logged in Individual. You can choose from the available valid options.

The Requester and Requested For of the task ticket is set as per the above configuration in all the task creation scenarios. If the Requester cannot be resolved to a valid contact for whatever reason, the Requester is set to blank.

Default value

Logged in Individual

Valid value

Logged in Individual / Parent Ticket Requester / Parent Ticket Owner

Impact Area

Task Ticket- Requester tab

Appears on Interface

Agent

ENABLE_AUTO_ROUTING_OF_TASK_TEMPLATES 

This parameter enables applying auto routes to task templates.

Title

Description

Parameter Name

ENABLE_AUTO_ROUTING_OF_TASK_TEMPLATES

Parameter Description

When the value is set to No, the system continues to behave in the current manner. Auto routes are not applied to the tasks created using the templates from Task Information tab or Auto Create Task workflow action.

When the parameter value is set to Yes, it disables the Auto Assign Action functionality. The Auto Assign Action and Assign on Create fields on the task template screen are disabled. Also, the Assign All field on the tickets is disabled. In this case, the system automatically assigns the tasks, based on the auto routes defined with Override Auto Routing flag for Template set to No.

The user should be able to reassign the tasks after creation in the usual manner. The Administrator can also use the Override Auto Routing flag to prevent the specific templates from getting auto routed.

Default value

No

Valid value

No

Impact Area

Task Tickets (Using Template) leading to Auto Route

Appears on Interface

Agent  and Administrator

NOTIFICATION_INTERVAL_FOR_APPROVED_CHANGES_NOT_COMPLETED_TASK

This parameter sets the reminder period for approved Task tickets that have not been completed.

Title

Description

 ID965 

Parameter Name

NOTIFICATION_INTERVAL_FOR_APPROVED_CHANGES_NOT_COMPLETED_TASK

Parameter Description

Sets the Time Interval (in Hrs.) to be kept between notifications that are sent to Assigned Group or Assigned Individual for approved task tickets that have not been completed as planned.

When the set time interval elapses after the Planned End Date specified in the task schedule, a notification is sent to alert the Assigned Group and Assigned Individual about the pending task.

Default value

24 hours

Valid value

Number (time in hours)

Impact Area

Task Approval Process Communications

Appears on Interface

Ticket activity and communication history

TIME_BEFORE_OUTSTANDING_TASK_APPROVAL_CHECK

This parameter controls the Pending Approval Reminder notification for a task ticket where the planned start date and planned end date have been specified in the task schedule.

Title

Description

 ID 966

Parameter Name

TIME_BEFORE_OUTSTANDING_TASK_APPROVAL_CHECK

Parameter Description

Set a time interval (number of hours before the planned Start Date or Time) of a task ticket to send a reminder notification to the Assigned to Individual and Assigned to Group.

The notification informs the recipients that although the planned start date is coming soon, the ticket was not approved, and it may not be possible to start work as per planned start date. The notification is sent at the set duration before the Planned Start Date for the task ticket.

Default value

2 hours

Valid value

Number (time value)

Impact Area

Task Approval process communications

Appears on Interface

Ticket activity and communication history

NOTIFICATION_INTERVAL_FOR_OUTSTANDING_APPROVAL_REMINDERS_TASK

This parameter controls the interval at which Outstanding Approval Reminders are sent.

Title

Description          

 ID 967

Parameter Name

NOTIFICATION_INTERVAL_FOR_OUTSTANDING_APPROVAL_REMINDERS_TASK

Parameter Description

Set the Time Interval (in Hrs.) between successive reminder notifications to Approvers for the outstanding approvals.

At the set interval, approvers receive reminder notifications about the task pending approval until such time that the approver attends to the outstanding approval.

Default value

24 hours

Valid value

Number (time value)

Impact Area

Task Approval process communication

Appears on Interface

Ticket activity and communication history

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