To view the individual task SLA compliance status for a generic case

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The procedure to view the individual task SLA compliance status for a generic case is as follows:

  1. Using the Advanced search spy-glass (), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
  2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
  3. Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the generic case together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
  4. Click on Switch View. Two alternative options are displayed: Status View and SLA View.
  5. Click on SLA View. All inherent tasks are displayed as a series of cards, subdivided by their colour-coded SLA compliance status: On Target (Green), Warning (Amber) and Overdue (Red) 2.
  6. Optionally, click on an individual task card to reveal further information: Assigned to, Planned start date, Actual start date, Completion date.
  7. Click on Close.


Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 To return to the default view, with all tasks listed chronologically, click on Switch View a second time and select Grid View.


See related topics...

Generic task management overview

To add a task to a generic case

Using the search facility