Task Entry

Tasks are instructions controlled by a process, They follow rules defined under Task Types.

The settings in task types will affect the Task Status and Item Menu views in the Task List. The label and appearance for some task may also differ.

For Example, If you turn off a Tasks Open Requirement, then the Open state will be skipped. If Open is required, it may be set as Travel or Preparation and would therefore be labeled as such.

Tasks are related directly to a Service Ticket.

Duet allows you to set the status of Service Desk users as follows : ( see Service Desk Setup.) - Controller - can create and manage Tickets and Tasks. - Provider - can only respond to and update their Tasks. - Both Controller and Provider. - can perform both roles.

Tasks can be used to progress and complete anything required by the Service Ticket. Multiple tasks can be created and then scheduled for multiple users (Providers) to complete. Once all Tasks have been completed, the Service Ticket can be closed.

Service Tickets can be processed and completed without any tasks being raised. i.e. if you had a customer who believes they have a problem and you logged a Service Ticket to 'Investigate', the Ticket would be in a 'Raised' state. At this point any Ticket controller could see the ticket, call the customer, perhaps resolving the problem immediately. The controller could then 'Complete' the ticket, logging any time, notes etc needed.

If however, this problem will need a service engineer to attend site, you may want to schedule Tasks.. - A Task for accounts to obtain a authorisation from the customer for the costs. - A Task scheduled for the engineer to attend.

Once a Task has been scheduled to a user (service provider) several updates will occur. - The associated Service Ticket status will change to Scheduled. - The SLA (Service Level Agreement) timings will update the Service Level Monitor (Manages agreed response times) - The scheduled user (service provider) will be notified and the Task will appear in their Task List.

New Service Tasks can be created in three places from the Service Ticket List

1) From a ticket in the Service Ticket List under the Item Menu Create Task option. This option would be used when a Service Ticket has no current tasks. We have selected the Ticket, opened the Item Menu and chosen Create Task.

2) From a ticket in the Service Ticket List under the Items Menu Task List option. The Task List option first shows a list of any existing tasks related to this Ticket. To create a new Task for this Ticket, we can use the to create a new Task.

3) From the Ticket List, open Ticket using the icon to open the Service Ticket. In the Tasks section you will see any existing Tasks that exist related to this Ticket. You can use the to create a new Task.

New Task Process

The new Task process will then start.

First, Choose the Task Types that you wish to create.

New Task Type

The list of Task Types offered will depend on XXXXX

Choose the Task Type that you wish to use to create this Task.

New Task Entry

Complete the Task Details and Save the new Task.

The New Task

The new Task will now be displayed in the Service Ticket - Tasks section.

It will also appear in the Duet System Menu

And in the Task List in the Raised branch as we have not yet Allocated or Scheduled this Task.

Allocate the Task

See Allocate Tasks

Schedule Task (Quick Schedule)

If you already know who you wish to schedule the task to, use this form to select the user(s) and assign date and times required and save.

Note -This option offers a simple and quick choice of users but does not show their existing schedules or Calendar details

Task Scheduler

You can use the Task Scheduler tool to select users to work on this task, The tool provides useful data including distance, current workload and availability. This view incorporates the Calendar data.

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