Track Allocated Tasks Using a Custom View List
Slice Solutions is a software development firm with multiple projects involving tasks such as coding, testing, and documentation. The project management team uses a ticketing system to handle these tasks efficiently. Tickets are created for each task and assigned to the relevant team members based on their roles. As the project progresses through various phases, team members are tagged in comments within different tickets for specific updates or actions.
Scenario:
As the project reaches the testing phase, the documentation team is frequently tagged in comments across numerous tickets to begin the documentation process. With tags scattered across multiple tickets, Sara, John, and Liam, members of the documentation team find it challenging to track all the tickets where they have been tagged. This scattered tagging results in missed updates, delays in documentation, and inefficiencies in managing the documentation workflow.
Solution:
To resolve this issue, the members of the documentation team can make use of the custom function in Desk to create a custom view list that lists out all the tickets where they are tagged. And in order to create a custom view list with all the tickets they are tagged in, the members should create a custom field under Tickets layout.
To add a custom picklist:
- Navigate to Setup > Customization > Layouts & Fields > Field List.
- In Filed List, select Ticket as the module and click on Create or Edit Fields.
- Under Create or Edit Fields, select the department and layout.
- In the Edit Layout page, drag and drop a picklist from the Add Fields tab.
- In the Add Field page, label the picklist as My Tagged.
- Under Pick List Value, add the team members' names, Sara, John, and Liam.
- To make the field mandatory, enable Mark as required.
- Click Add.
- Save and Close the Edit Layout Page.
The next step is to create a workflow where we enable field update as My Tagged.
To create a Field Update:
- Navigate to Setup > Automation > Workflows.
- Under Workflow, click Field Updates.
- On the Field Updates page, select the department and click Configure Field Update.
- On the Create Assignment Value page, add an assignment value name and description.
- Under Assignment Value, select My Tagged under Fields, and add documentation team member name in Value (e.g., Sara).
- Click Save.
To create a Workflow:
- Navigate to Setup > Automation > Workflows.
- In Workflow Rules page, select the department and create click Create Rule.
- In New Workflow, select Ticket under Module, give a rule name and description.
- Click Next.
- Under Execute On, select Edit.
- Click Next.
- Under Criteria, set the field as Recent Comment has @ mention of Sara.
- Click Next.
- Under Actions, click All Actions > Field Update > Existing.
- Select My Tags, click Associate Assignment Value.
- Click Save.
To create a Custom View for your ticket list:
- Navigate to the Ticket Module.
- Click + next to Views to create a Custom View.
- In Custom View page, add view name (e.g., My Tags).
- Set Filter Criteria as My Tagged is Sara
- Click Create.
Output:
With a custom view list, the documentation team members will be able to view all the tickets where they're tagged in the comments.
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