Task Module Integration with Ticket

Task Module Integration with Tickets

Task module can be integrated with tickets in two ways:

1. Task Module linked directly with a Ticket
2. Task Module linked via Problem Category

1. Task Module linked directly with a Ticket

Step 1:

Go to the left-side menu → Tasks → Add Task

🔧 While Adding a Task, Fill in the Following Details:

• Enter Title Name
• Select Status
• Select Priority
• Task Related To: Choose "Ticket"
• Select the Ticket to which this task is related
• Select Work Start Date
• Select Planned Completion Date
• Select Actual Completion Date
• Enter Cost (if applicable)
• Enter Description
• Assign the task to a specific user

🔹 How to Access Tasks from the Ticket Detail Page

1. Go to Service Tickets → All Tickets
2. Search and select the desired ticket
3. Click to open the Ticket Detail Page

4. Scroll to the Task Section to:

   • View all associated tasks
   • Add a new task
   • Edit or delete tasks (based on permissions)
   • Add comments
   • View task history

   Permissions and Capabilities

• The Ticket Attender can add tasks to the specific ticket directly from the Ticket Detail Page.
• Both the Task Assignee and Ticket Attender can edit the task.
• The Ticket Attender can delete the task if needed.
• Clicking the History button allows you to view the task history and track all changes.

💬 Adding Comments on a Task

You can add comments to a task from two locations:

🔹 1) From the Ticket Detail Page

• Go to Service Tickets → All Tickets
• Search for the ticket related to the task
• Open the Ticket Detail Page
• Scroll to the Task section
• Click on the task you want to comment on
• Add your comment in the comment area

🔹 2) From the Task Info Page

• Go to the left-side menu → Tasks → Task Lists
• Find the desired task in the list
• Click on the Info button to open the task detail
• Add your comment in the comment section

2. Task Module Linked via Problem Category

Step 1:

Go to the left-side menu → Service Tickets → Problem Categories

Step 2:

Click on the Define Task button.
A new page will open where you can add tasks specific to the selected Problem Category and Subcategory.

Step 3: Define Task

While adding a task for a specific Problem Category/Subcategory, fill in the following fields:

• Title: Enter the task title
• Description: Provide a brief description of the task
• Assign To:
  • User: Selecting this option will display a user dropdown. Choose a user to assign the task directly.
  • Group: Selecting this option will show the Auto Allocation Group dropdown.

    🔸 Only groups that belong to the same department as the selected category will be listed.

• Status: Select the status of the task – Enabled or Disabled
• TAT Hours: Enter the Turnaround Time in hours

  ⏱️ End Date = Task Start Date + TAT Hours

Step 4: Task Auto-Assignment During Ticket Creation

When a ticket is created under a particular Problem Category or Subcategory, the system will automatically assign tasks based on the following logic:

1. The system first checks if any tasks are defined for the selected Subcategory.
   • If enabled tasks are found, they will be automatically added to the ticket.
2. If no tasks are defined under the Subcategory, the system checks the parent Problem Category.
   • If enabled tasks are found there, they will be added to the ticket.

🔒 Note: Only tasks with status set to "Enabled" will be assigned during ticket creation.
Disabled tasks will be ignored.