Call Management: Task

This topic applies to systems using a Service Desk or Universal license only.

If a call incorporates a number of activities, then you can subdivide the call using one or more tasks. Tasks contain actions and support issues that must be resolved before you can close the calls. Like calls, tasks are processes (and are sub processes of the call). You can add Tasks as Optional Action Instances to any process as required. If you want to add a Task to the standard configuration Call processes, you can add the predefined Task process included within the default configuration.

Optional actions for each status:

Status

Optional actions

Open

Add Assignment
Add Note
Add Reminder
Start Clock
Stop Clock

Completed

None


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