Task - Response

The Response task allows a case manager to request that a team or individual makes a templated response to the person who raised the case.

Task Details Tab

Summary

The task summary includes the following information:

• The business key of the parent case
• The business key of the current task
• The case manager who created the task
• The user or group the task has been assigned to
• The case type
• The date and time the task was created
• The task completion SLA
• The task description entered when the task was created

Task Actions

These fields allow the user to complete the task.

The "To" field's behaviour will depend on how the task has been configured. The options are:

• Set as the email address of the person who raised the case
• Let the case manager enter an email address
• Force the case manager to pick from a list of pre-configured email addresses

It's possible to enable more than one (or all of them).

The "From" field is set in the system configuration. Any number of "Cc" and "Bcc" email addresses can also be added.

When the task is configured pre-written templates can be made available to the person completing the task. Selecting a response template populates the subject and body fields, which can then be edited if needed.

History Tab

This tab displays history notes added while working on the task. Notes are also passed back to, and visible in, the main case history, so have a public/private setting. Public notes will be visible to the person who raised the case.

Attachments Tab

The attachments tab lists any files that have been added to the case. It also allows the task user to upload additional files.

The "include" checkbox can be used to attach the file to the response email.

As well as the standard task configuration, the response task needs to have response templates set up.

Email Options

These options control who the response can be emailed to. The case manager will be able to:

• Use the email address of the person who raised the case
• Manually enter an email address
• Pick from a list of pre-configured email addresses

It's possible to enable more than one (or all of them).

Templates

The email response templates are created and stored per case type. You'll find them in the Comms Template Manager alongside all of your other Emails and Notifications templates.

You can pick from the list of templates that have already been created, or create a new one. New templates need a name (visible when the case manager is picking templates from the task drop-down) a subject line, and the actual template, which can be written using Handlebars or Markdown, depending on how Case Management has been configured.