To create a new support provision task definition

The procedure to create a new support provision task definition is as follows:

1. Navigate to Quick Menu > Support > Configuration > Support Case Task Definition. The Support Task Definition Configuration window is displayed.
2. Click on New Task Definition 1. All fields are activated ready for data entry and the Classification is automatically set to Support.
3. Using the Companies drop-down field, multi-select all companies for which this support provision task definition is relevant, or choose the All option, as required 1.
4. Enter a Description for the support provision task definition into the field provided 2.
5. Use the Information text field to add qualifying contextual data that is relevant to the progression of the task i.e. an introduction to the task, as presented to the assigned owner.
6. Optionally, where the task definition can be employed repeatedly within the same overarching support provision case, activate the Allow multiple instances tick box provided.
7. Where a Cost is associated with the progression of the task, enter the amount into the field provided; the Up and Down arrows are available to increment or decrement the value, as required. The associated Cost type must also be specified using the adjacent drop-down field 3.
8. Where the task's conclusion will influence future decisions in the context of the wider workflow path, activate the Outcome applicable tick box provided and multi-select the relevant Outcome types using the adjacent drop-down field 4.
9. Choose an Effective from date for this support provision task definition i.e. the date on which it came into effect 5.
10. Choose an Effective to date if the support provision task definition status is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the definition will never expire.
11. Click on Save 6.

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 appropriate; the All tick box will be automatically removed once an item is deselected.

Note

1 Upon first access, all fields are automatically activated ready for data entry; hence the New Task Definition button is inactive.

2 System validation rules ensure that the description entered for each new support provision task definition is unique for the effective period.

3 These custom values can be populated by the end user via the general lookup parameter entitled Support Cost Types.

4 These custom values can be populated by the end user via the system parameter entry form entitled System Case Task Outcome Types, selecting the Support classification heading.

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

6 To amend the details of an existing support provision task definition, select a task from the alphabetical list (or enter its name into the Search Task Definitions field) and repeat steps 3 through 11. By default the list is filtered to show Current task definitions. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations. Only a limited number of fields can be updated once a record has been created.

See related topics...

Support provision task maintenance overview

To add an information field to a support provision task definition

To allocate a role to a support provision task definition

To allocate a user to a support provision task definition

To add an SLA target to a support provision task definition

To define a task outcome for a support provision classification