Task Template

    Certain tasks need to be repeated by the technicians for different users and scenarios. With Task Template, repeated tasks can be pre defined thus saving time on creating and assigning tasks to the technicians.

    Task Template can be applied while adding tasks to a request, problem or change.    

    Role Required: SDAdmin and HelpdeskConfig.

     

    Configuring New Task Templates

    Go to Admin > Helpdesk Customizer > Task Template > New Task Template.

     

    Fill out the required details in the displayed form.

     

     

    Use the table below for reference:

    Field

    Description

    Module

    A general task template can be associated with all modules. A request/ project task template can be associated only with their respective modules.

    Template name

    Specify a unique name for the task.

    Title

    Specify an appropriate title.

    Status

    Select a status from the drop-down menu.

    Description

    Briefly describe the objective of the template.

    Estimated effort

    Mentions the estimated time to complete the task.

    Priority

    Mark the priority of your task.

    Additional Costs

    Mention the additional costs the task might incur.

    Group

    Select the group which will handle the task.

    Owner

    Select a technician to work on the task.

    Mark/Assign

    Decide when to assign the task to a technician. You can assign immediately or mark the task and assign it manually later.

    The task notification will be sent to the technician only after the task is assigned.

    Task Type

    Select the task type.

    Comments

    Enter relevant comments to be displayed to the technician, such as special instructions or exceptions.

     

    Click Save. Click the arrow to view additional save options.

     

    Associating task template to request template

    In some cases, technicians assigned a task in a request may not have access to view the request details. The Associate Request Properties feature allows the technician assigned to a task to view specific fields of a request. 

    1. From the task template list vew, click the associate icon beside a template to associate the request properties with the template.
    2. Click Associate Request Templates.
    3. Choose whether to associate the task template to Incident/Service templates from the tab.



    4. Select the templates and click Associate Request Templates.
    5. Click Associate.
    6. Select the fields from the request properties to associate with the task. Click  arrow to move them to the Selected Properties menu. 
    7. Click Associate Request Properties.
     
     

     Once you have associated the properties, the icon turns blue.

     

     

    Note:

    If any field from a request template associated with a task template gets removed, it will be removed from the request properties reference as well. The properties of a project template cannot be associated with a task template. Information from three types of fields can be associated: the default fields, additional fields, and resources fields. 

     

    Edit Template

    1. Click the name of the template you wish to edit.
    2. Modify the changes.
    3. Click Update.
     

    Marking Task Templates inactive

    1. Click the icon beside the task template. 
    2. A warning message will pop-up on the screen. Click Yes.

    Inactive templates will not be listed elsewhere. 

     

    Delete Template

    1. In the task template list view page, select the checkbox beside the templates you wish to delete.



    2. Click Delete.
    3. Click OK to confirm.

     

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