Case Tasks

All tasks are created in a similar way, by pressing the "Add new task" button.

Task Type

Pick the type of task you want to create.

The drop-down field lists all of the task types that have been configured for this case type.

The names of tasks and the order they appear in can be set in the Tasks configuration.

Pre-Requisites

In the case configuration for tasks you can set:

• The minimum time a task must be completed before the case can be closed
• The maximum number of times a task can be performed
• Whether a task can only be created once another task has been completed (in which case it won't appear in the list until the required task has been done)

Tasks Assigned to the Case Manager

Tasks can be configured so that they are automatically assigned to the current case manager. If that's true, and none of the options described below can be customised (eg the task has a default/no SLA) you'll see a "Start Task" button, which will skip all of the steps below and immediately launch the task:

Assignment

This step is optional, depending on the case configuration for this task.

The task could be assigned:

• Automatically to the person creating the task (ie this page options won't appear)
• As a claimable task for all users in a group
• Directly to a user

If assigning to other users, the Group drop-down lists all of the configured groups, the User drop-down the users in your chosen group.

In the task configuration you can set whether or not emails will be sent to the group/user when the task is created for them.

Task Details and Attachments

This section lets the case manager customise the information sent to the task user. The name and description can be edited, and the case manager can choose which attachments to pass to the task.

All of the fields on this page are optional - they will only appear if you have enabled them in the case configuration for this task. If not, the default task name and summary are used, and attachments and full case details won't be able to be sent to the task.

SLAs and Targets

This page is optional. It will only appear if the case configuration for this task allows the case manager to override task SLAs. If not, the configured task SLAs are used.

The case manager can choose to remove the target time, or set a custom time in days or hours.

Reminder emails may also be sent to the case manager about tasks approaching, or those that have breached, SLA. The timings of these emails are set in the case configuration for this task and can't be adjusted here. If a reminder hasn't been set there, it's not possible to add one.

Automatically Generated Tasks

Cases can be set up to automatically generate tasks for users as soon as a case is raised. The name of the task and the group it should be assigned to are set in the task configuration.

Tasks can also be generated conditionally, based on the presence of a process variable when the case management workflow starts. See the Task Configuration article for more information.