FAQ
Q: What are Call 'Tasks' & How are They Used?
A: Tasks are like Work Requests or Jobs, they can be created via the Tasks tab on the main Call logging screen.
Consequently, each Task is associated with a Call. Task can be assigned to anyone with an email address. The recipient will receive a Task Notification, governed by the Task Notification template for the queue. The template, as with all other templates, can expose Task properties and the parent record (Call) properties by using template tags. Each Task can have up to five levels of escalation: an escalation email is sent to a list of email recipients.
You can add attachments to Task in the current version of versaSRS HelpDesk, with the option to indicate if these attachments should be sent as part of the Task Notification email. versaSRS HelpDesk also includes the ability to create Task templates. This will allow you to apply a template when creating / editing an Task.
If you want to setup automated Task, we suggest that you use the Scheduling capability of versaSRS HelpDesk. This allows you to define a recurrence pattern and log a Call based on a Call Template. We have also added the ability to define Tasks in versaSRS when creating Call templates. This will allow you to automatically associate Tasks, based on templates, with Calls when they are scheduled.
Task Fields:
Task: Short description of Task
Details: Task details
Notes: Optional area to store additional information
Resolution: Optional area to store information on how the Task was resolved.
Task Type: Type of Task (database driven list see tbl_TaskTypes)
Status: Task Status (if the status is not Completed or Superseded, the system will generate Due Date Alerts / Escalations for the Task)
Due Date: Defines the date/time the Task is Due
Task Custom 1: Custom label and dropdown list. This is up to you how you use it, if you use it. The label can be changed via the Administration tools, Manage System Labels.
Task Custom 2: Custom label and dropdown list. This is up to you how you use it, if you use it. The label can be changed via the Administration tools, Manage System Labels.
Task Custom 3: Custom label and dropdown list. This is up to you how you use it, if you use it. The label can be changed via the Administration tools, Manage System Labels.
Task Custom 4: Optional check box. This lets you record a condition was completed or not. The label can be changed via the Administration tools, Manage System Labels.
Send / re-send Task notification: When checked the system will send an Task Notification email to the recipient defined under the Assigned To tab. The notification email is based on the Task Notification template for the Queue.
Assigned To tab: The owner of the Task (internal or external).
Escalations tab: Allows you to define up to five levels of escalation for a Task. If an Escalation point is reached, the system will send an email to the nominated list of recipients for the Escalation level. The email is defined by the Task Escalation Notification template for the Queue.
Note: If you reply to either an Task Notification or Task Escalation email, the system will record the email update against the appropriate Task / Call. If the reply includes any attachments, the attachments will also be included against the Call / Task. The system will then send a watcher notification to the Call owner indicating that there is an update.