To allocate a user to a CRM task definition

The procedure to allocate a user to a CRM task definition is as follows:

1. Navigate to Quick Menu > CRM > Configuration > CRM Task Definition. The CRM Task Definition Configuration window is displayed.
2. Expand a category heading from the alphabetical list and select an associated CRM task definition, or type its name into the Search Task Definitions field. By default the list is filtered to show Current definitions. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
3. Click on Allocation. The Allocation tab is activated.
4. Click on New User. The Default Task Allocation window is displayed.
5. Using the Companies drop-down field, multi-select all companies for which this user allocation is relevant, or choose the All option, as required 1 2.
6. Where the Case owner or Task creator user account is to be automatically assigned the associated task, activate the adjacent tick boxes provided i.e. to ascribe ownership of a newly-added task within an open case.
7. Alternatively, where the Case creator user account is to be automatically assigned the associated task, activate the adjacent tick box provided i.e. in circumstances where the task is included in the workflow path at the point of case creation.
8. Otherwise, using the User drop-down field, select a specific user account for membership of the CRM task definition 3.
9. Choose an Effective from date for this assigned user or ownership attribute i.e. the date at which the ascribed ownership becomes active 4.
10. Choose an Effective to date to automatically deactivate the users' ascribed ownership on a specific date in the future; a blank field means their responsibility in relation to this CRM task definition will never expire.
11. Click on Confirm. The assigned user or ownership attribute is displayed in the Allocation Users summary table 5.
12. Click on Save.

Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as required; the All tick box will be automatically removed once an item is deselected.

Note

1 The Search Task Definitions field will match against any element of the CRM task description.

2 Only those companies assigned to the CRM task definition will be available for selection.

3 System validation rules ensure that an individual user account cannot be selected where either the Case owner, Task creator or Case creator attributes are activated.

4 The Effective from date defaults to the current system date and cannot be left blank.

5 To remove the assigned user or ownership attribute, change the Effective to date to be in the past.

See related topics...

CRM task maintenance overview

To allocate a role to a CRM task definition

To add an SLA target to a CRM task definition

To create a new CRM task definition