On the Roadmap

Hi - we have longer term plans to enhance the task management area within the application and that will include the ability to have multiple states for tasks. This will allow your agents to move the task from something like New to In progress, etc. With this work, we will also be looking into the best way to allow your agents to pull a task from resolved/complete to active again and or restart the process. 

Ability to reactivate a service request task.

Since the task completion is a simple checkbox in some views, I've had my agents accidentally mark a task complete when it really isn't.  In this case, this closed the entire service request when it wasn't done.  This resulted in angry user questions, understandably.

I know that completing a task can kick off the next part of the process, and this presents a logic problem, but it would be really good for an admin to be able to reset a service request to a specific point in the process if a task was closed by accident.

cdow2011

  • Hi - we have longer term plans to enhance the task management area within the application and that will include the ability to have multiple states for tasks. This will allow your agents to move the task from something like New to In progress, etc. With this work, we will also be looking into the best way to allow your agents to pull a task from resolved/complete to active again. We hope to start this work this year. 

  • Confirmation or reactivation is a must. My technicians have already been accidentally marking things complete several times.

  • I would love this feature too, only just migrated to SWSD but i can already forsee this being an issue for us.

    It would be good to be able uncheck it to say it's no longer complete and to solve the issue with the last task potentially closing the ticket, maybe there is a prompt that asks you to confirm the ticket is now considered complete.

  • At the very least, maybe there is a confirmation screen that is prompted when you select the checkbox.  

  • I agree that there would be some details to work out to make this work effectively, but we run into this all the time.  At least with Change records we can restart a process.

    I would also like to see the ability to capture some input upon task completion.  Long run the ability to branch based on task input, short term just the ability to enter some text.  For example, did you complete the task as written, or was it "N/A"?

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