The optional Tasks feature allows you to set up discrete actions and/or a consistent workflow required for resolution of an issue. Tasks may be added individually or with a Task Group during the submission of an issue or at any time in the issue life cycle. Tasks and Task Groups may also be added automatically by the use of a Quick Pick or Recurring Issue, or Task Groups may be added automatically as part of a defined workflow.
Tasks can only be assigned by users or groups with Can assign Tasks permissions and only assigned to users or groups with Can be assigned Tasks permissions. Regardless of the Task Assigned To value in an issue, all tasks must be completed, cancelled or removed before an issue can be closed.
Only users with Can view Tasks on issues permissions will be able to view Tasks within an issue or email notification. In addition, only these users will receive email notifications related to Task events. This allows you to apply a workflow to an issue without bothering the user with the details of the workflow. Only users with Can edit Tasks are able to modify the name, dependency or process options of a task on an issue.
Additionally, users need to have "Can select substatus when submitting and maintaining issues" permission in order to change the Update Substatus To dropdowns within issue-related tasks. Without this permission, the Update Status To dropdown will be grayed out.
Tasks and Task Groups may also be ‘Restricted’ to particular groups and/or organizations. Only members of these select groups and/or organizations will be able to view restricted tasks and/or task groups.
When a user is assigned a Task, they'll receive an email notification. According to the Task Type assigned, the Task can be marked “complete” by clicking task complete, or can be approved or disapproved by clicking yes or no. You may also configure the system so that a popup window is generated during completion of a Task. In this scenario, the user completing the Task will be prompted to enter Labor Hours and Labor Notes related to the completion of the Task. Regardless, the system will always record who completed the Task as well as the date and time it was completed.
In a yes/no scenario among Task Groups, several options are available to support process management workflows related to each response. All subsequent tasks may be cancelled depending on the selection of yes, no, or NA, depending on the workflow you defined within the Task Group. You may also choose to add another Task Group, modify the issue substatus, and/or close the issue when a task response is received. All process management options are available for each completion option (yes, no, NA).
Dependencies may also be established among Tasks, e.g. Task 3 cannot be completed until Tasks 1 and 2 have been completed. If dependencies have been engaged, the links to complete subsequent Tasks will not appear until the preceding Task has been completed and the dependent task is available for completion. If you have email notifications set to only send when the Task is available, the email will not go out until that task is ready to be completed.
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