Task Management

Task Management

As part of the 2024.1 release, Task management has been added to the available features when managing cases. Not all issues are completed with a single step, and including tasks in your issue management workflow will allow a more comprehensive, structured, and efficient issue management resolution when dealing with citizen issues.

Create a Task

When creating a new task, you will be presented with the following window.



Staff can add the following information when creating a task:
  1. Title: The name of the task. This is a required field
  2. Status: Currently there are five pre-defined task statuses. These include:
    1. Complete
    2. In Progress
    3. On Hold
    4. To Do
    5. Waiting on Dependency
  3. Due Date: Manually set a due date if required
  4. Assignees: Tasks can have their own staff assignments, separate from the assignee of the case itself
  5. Effort: You can define a level of effort required for the task. This value must be a positive interger
  6. Dependency's: If there are multiple tasks, staff can flag this task as dependent on another task within the same case
  7. Note: Add basic notes to the task. These notes will remain separate from the notes of the case itself.
Any number of tasks can be created within a case, and they can be managed in the same way that cases are managed. Read on to learn how Administrators can pre-define tasks within a case category.

Create Default Tasks for Case Office

Administrators have the option to set a default Task Template for the entire case office. Unless changed, these tasks will persist across every category.

Simply head to Case Office Administration, and click on the Case Office tab on the left hand side of your screen. Scroll down until you see Task Templates, and when you add a Task Template you will be presented with the following menu:



When creating a Task Template, you are given fewer fields as compared to creating a Task within the case creation menu:
  1. Title: Enter the name of the task. This is the only required field.
  2. Due Date Business Days: This will set the due date to X amount of days after creation of the case, with X being the number you put in this field. So if you set this value to 3, the due date for this task will be 3 days after the creation of the case.
  3. Assignees:
    1. None: No assignee for this task
    2. Current User: Whichever user is creating the case will be automatically assigned to the task as well
    3. Specified Users: Simply select which users you want to assign. All users selected will be assigned each time this task is created.
    4. User Queuing: Specified Users: Create a list of users, and the system will cycle through in order, assigning the task one at a time.
  4. Editable by Assignee Only: For privacy, you can set the task to be editable only by the user who is assigned to the task. Note that admins can always edit tasks.
  5. Dependency's: If there are other Task Templates created, you can set this task to be dependent on the other ones you have created.

Create Tasks Based on Case Category:

For more information on creating category defaults, check out the article Managing Case Categories.
To edit individual case category task templates, head to Case Office Administration, Case Categories, then click the little pencil icon beside the category you want to create new tasks for.


The menu for creating tasks within case categories is identical to the menu for creating them in a case office. See previous section for more details.

Task Dashboard (My Assignments)

The My Assignments dashboard has been updated with two Tiles that refer to Tasks. Specifically, these are Open Tasks and Tasks Due.



These tiles show Tasks that have been assigned to you in a table on the right hand side of the dashboard. This table will breakdown the Tasks into separate lines with Name, Status, and Due Date. You can very quickly edit the task by clicking the little pencil icon on the far left side of the table. Clicking on the case number will take you to the case details page that is related to the task. Finally, clicking anywhere else on the table will show the case card below for the case related to the task.

Case Table Columns

A few new columns have been added to the Case Table present in your Dashboard.



Here is a brief description of each of these columns:
  1. Next Task Due Date: This column takes the oldest Task Due Date who's status is not set to Complete. If the date is overdue, it will be highlighted in red.
  2. Next Step: The name of the task listed in the Next Task Due Date column.
  3. Total Tasks: A simple summation of all tasks present in a case, regardless of status or due date.
  4. Overdue Tasks: Summation of all tasks that are not completed and past their due date.
  5. Completed Tasks: Total number of tasks that are marked as Complete.
  6. Task Summary: A brief summary of the tasks within a case. Will show the total completed out of total within a case, with the number of cases that are overdue.
Note that when exporting your dashboard as a report, these columns will be included if they are present in your table. If you want to edit your table to view these columns, simply click on the three column icon and choose which columns you want to view in your table.



Export CSV With Tasks

When bulk exporting tasks as a CSV file, you now have the option to include task columns in your CSV.



Note that Case Details Report has also been updated with task columns. This report can take a long time to generate if your case office has a large number of cases.

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