Generic task maintenance overview

The foundation of all case-based modules is the creation and deployment of custom tasks that enable quite complex procedures governing, say, the response mechanisms to customer enquiries, application submissions, positive and negative feedback, indeed any service-driven process within the housing sector to be broken down into constituent elements. This standardised approach to managing all customer-facing and internal procedures through the use of clearly defined tasks supports the drive towards greater efficiency, meaning that all case management activities, and in particular those arising through the composition of a generic case, can be executed confidently and consistently. Any number of discrete tasks can be linked to a generic case, with a specific attribute governing whether each can appear more than once within the same execution plan. In structuring all the activities that are relevant to a case, tasks can be added manually at the point of need, or they can be linked automatically by virtue of their existence within an underlying workflow path. Dictated by the nature of the assigned tasks, dependencies can be configured between them to restrict the point at which related tasks are commenced.

All related tasks activated as a consequence of raising a generic case can be service level driven and form an integral part of a wider Service Level Agreement (SLA). Inherited within each generic task are three defined components of SLA compliance tracking: amber warning period, follow-on escalation and target completion exceeded. Robust system validation rules ensure that proposed target dates are synchronised, and therefore SLA thresholds defined at individual task level are combined, and the overall result compared against the equivalent end-to-end latency period linked to the parent classification type. Once an SLA indicator is reached during the progression of a generic case, the system can be configured to dispatch an automatic alert to individual user accounts that are associated through the task definition escalation rules, notifying them of the situation. User accounts can be linked directly to the SLA notification process or by association through their membership of an allocated role. The next progression phase can also be controlled through a follow-on rule i.e. the actions to be undertaken in the instance where an escalated task is still outstanding after a defined period.

At the point of raising a new generic case, the default ownership for each associated task is automatically transferred from the definition, specifically one or more individual user accounts together with any additional role permissions.

Separate help articles have been created for each key aspect of generic task maintenance, including:

• To create a new generic task definition
• To add an information field to a generic task definition
• To assign custom lookup values to a generic task information field
• To allocate a role to a generic task definition
• To allocate a user to a generic task definition
• To add an SLA target to a generic task definition