Creating an automated Employee Termination process/workflow/checklist

Creating an automated Employee Termination process/workflow/checklist

Hi folks,
I am relatively new to Zoho Desk administration, but have been digging in hard for about 3 weeks now. One of the first problems I have come across is how to transport an employee termination process from our old ticket system to a similar method in Zoho Desk. I will try to explain as simply as possible.

  1. A representative from Human Resources fills out the new ticket form, and chooses "Employee Termination" from the "Issue Category" picklist I added to the IT department's Ticket Layout.
  2. Once "Employee Termination" is selected, the Department picklist below then requires a department to be chosen.
  3. They fill out the rest of the form (description, subject etc.) and submit.
  4. When the ticket lands in our queue, it triggers a Workflow (Ticket module) rule (based on the "Issue Category" on the ticket being set to "Employee Termination")
  5. The Workflow rule then assigns the Task "Employee Termination Checklist"
  6. In the Tasks Layout, I added an Issue Category picklist (who's contents exactly match the picklist on the Ticket Layout), and a "checklist" Multi-Select that contains all of the required tasks to terminate a user out of our systems.
  7. I then attempted to add a Field Update that would change the "Issue Category" on the "Employee Termination Checklist" Task to be "Employee Termination", but the only fields I can select there are those on the Ticket Layout.
  8. So I created a second Workflow rule (Tasks module) to attempt to read the "Issue Category" from the ticket, then issue a field update to the matching picklist on the Task, but no dice. I cannot choose any fields from the Ticket layout AND the only action I can choose to perform is an Alert.
  9. I have tried using Blueprints, Macros, none of them will do this extremely basic operation.
  10. Sure, the task gets assigned to tahe ticket, but the IT person then has to manually pick "Employee Termination" from within the task instance, which leaves margin for error.
  11. If I were able to create a Task and modify the layout for that one in particular, I could do away with all of the picklists and just dump 20 checkboxes on it, but you can't even do that. Any modification to the Task layout ends up modifying ALL tasks. OR provide a way to insert a checklist object that the agent can tick off as they go, which gradually calculates up to 100% complete. SIGH!!!!!