Creating tasks   

1. Navigate to Activities.
   
2. Select Tasks from the left panel.
   
3. Click the Add task icon from the top bar.
   
4. Enter the required task information:
   
1. Department
   
2. Subject
   
3. Due date
   
4. Tcket (if applicable)
   
5. Contact (if applicable)
   
6. Owner
   
7. Status
   
8. Priority
   
9. Category
   
10. Description
    
5. Configure reminder settings if required.
   
6. Click Submit.
   

Setting reminders for tasks

1. Pop-up notification
   
2. Email notification
   
3. SMS notification
   

Note:

1. By default, the support administrator has permission to set a task's status, due date, and priority.
   
2. Agents with appropriate Tasks permissions can edit task status, due date, and priority. Only administrators can assign profile permissions to agents.
   

Assigning and reassigning task owner

Each task requires an owner responsible for completing the work. The owner can be an agent or a team and can be changed if the responsibilities change.

1. Navigate to Activities > Tasks.
   
2. Open the required task.
   
3. Select the Task owner field.
   
4. Choose an agent or team from the list.
   

Editing tasks   

1. Open the task from the tasks list.
   
2. Select the Edit option.
   
3. Modify the required fields.
   
4. Click Save.
   

Task status   

1. Navigate to Activities > Tasks.
   
2. Open the required task.
   
3. Select the Status field.
   
4. Choose the required status from the list.
   

Task due date   

1. Navigate to Activities > Tasks.
   
2. Open the required task.
   
3. Select the Due date field.
   
4. Choose the required Date and Time.
   

Task priority

1. Open the required task.
   
2. Select the Priority field.
   
3. Choose the required priority level.
   

Marking tasks as completed

1. Open the required task.
   
2. Locate the Status field in the task details section.
   
3. Select Completed from the status list.
   

Note:

1. The agent must have the Tasks module permission.
   
2. Once updated, the task is treated as closed.
   
3. Tasks will be closed, only when the system-defined Status field is marked as Closed or the task is marked as complete. .
   
4. An alternate custom field with the same label will not close the task.
   

Reopening completed tasks   

Completed and closed tasks can be reopened if additional work is required.

1. Open the completed task.
   
2. Change the Status to any value other than completed.
   
3. The task returns to an active state and can continue to be updated.
   

Deleting tasks

1. Open the task details page.
   
2. Select the Delete option.
   
3. Confirm the deletion.
   

Restoring deleted tasks   

1. Navigate to Setup  > Data administration > Recycle bin.
   
2. Choose Tasks from the module list.
   
3. Select the required tasks.
   
4. Click Restore.
   

Permanently deleting tasks

1. Navigate to Setup > Data administration > Recycle bin.
   
2. Select Tasks.
   
3. Choose the records to delete permanently.
   
4. Click Delete and confirm.
   

 Viewing tasks in list views   

1. All tasks
   
2. Completed tasks
   
3. Canceled tasks
   
4. Open tasks
   
5. Overdue tasks
   
6. Today's tasks
   
7. Tomorrow's tasks
   
8. Next 7 days + overdue
   
9. My tasks
   
10. My open tasks
    
11. My overdue tasks
    
12. My team tasks
    

1. Navigate to Activities > Tasks from the left panel.
   
2. Choose the desired list view.
   

Types of task list views

Classic view

Compact view

Table view

Note: The Task subject field is mandatory and cannot be removed.

To customize the columns in table view

1. Navigate to the Activities > Tasks in the bottom of the left panel.
   
2. Click the Select Columns icon located next to the column header (i.e., Task Subject).
   
3. In the Select Columns window, choose the fields you want to display, uncheck the unwanted columns, and drag & drop the columns to reorder them.
   
4. Click Save to apply the changes.
   

Points to remember

• Customizations made to the Table View apply to all users with access to the view.

• Fields with blank or null values are displayed as a dash ("-").

• Multi-line or text area fields cannot be added to the Table View.
  

Creating custom task list views   

Custom views allow filtering of tasks based on specific criteria making it easy to find the relevant records.

To create a custom view  

1. Navigate to Activities > Tasks.

2. Click the Add view icon.

3. Enter a View name.

4. Define the filtering criteria.

5. Choose the visibility level:

• Only me

• All agents

• Selected agents

6. Click Create.

Filtering with list view criteria   

Filter criteria determine which tasks appear in a custom view. Conditions can be applied to fields such as:

• Owner

• Status

• Priority

• Category

• Due date

• Created time

Multiple conditions can be combined to refine results.

Editing custom task views   

Custom views may be modified when criteria or visibility requirements change.

To edit a custom view  

1. Select the required custom view.

2. Choose Edit from the options menu.

3. Update the criteria or settings.

4. Save the changes.

Deleting a list views   

Standard views can't be deleted. Custom views that are no longer required can be removed.

To delete a custom view  

1. Select the custom view.

2. Choose Delete from the options menu.

3. Confirm the deletion.

Sorting tasks in list views   

Tasks in list views can be sorted to organize records according to specific fields.

Common sorting parameters include:

• Subject

• Category

• Due date

• Status

• Priority

• Created time

• Modified time

Sorting can be applied in ascending or descending order.

 Filtering tasks in list views   

Filters narrow down visible tasks based on selected conditions.

Common filters include:

• Task Owner

• Ticket

• Category

• Status

• Priority

• Remind At

• Created By

• Modified By

• Created Time

• Modified Time

• Team

• Contact Name

• Layout

• Due Date

Applying filters helps isolate tasks assigned to specific individuals or time periods.

Mass actions in task views   

1. Update
   
2. Delete
   
3. Assign owner
   

1. Select the required tasks from the list.
   
2. Click update from the mass actions menu.
   
3. Choose the field to modify.
   
4. Enter the new value.
   
5. Click Save to save the changes.
   

To delete tasks  

1. Select the required tasks.

2. Click delete from the mass actions menu.

3. Confirm the deletion.

1. Select the required tasks.
   
2. Click assign to from the mass actions menu.
   
3. Choose an agent or team.