Web Help Desk uses tasks to create tickets. A task contains one or more task elements, and each task element provides settings for a new ticket. When the task runs, Web Help Desk creates a ticket for each task element, either sequentially or all at once, depending on the configured task.
Tasks can run manually or automatically, at given intervals or based on specific criteria, depending on how you configure them. Tasks are especially useful for handling repetitive processes.
For example, if your HR department has a set of routine onboarding tasks to complete for a new employee, you can create a task called New Employee and define each task element required to help a new employee get started in their new position.
Related tasks can include:
- Completing tax and insurance forms
- Accessing network resources
- Configuring a new computer system
- Installing and configuring corporate and department-specific software
You can trigger a new task when required—for example, when you on-board a new employee. When you run the task, Web Help Desk generates a ticket for each task element. These tickets can be assigned to techs, who ensure each task element is completed.
You can create action rules that automatically trigger your tasks. See Automating parent/child tickets for more information.
To create a new task:
- Access the task screen.
- Create a new task.
- Add new task elements.
- Create new tickets from task elements.
You can access the task screen by clicking Setup and selecting Tickets > Tasks.
The following screen displays.
When you create a new task, the task displays in this screen.
To create a new task, click New. The Task Info screen displays.
To create a new task:
In the Task Name field, enter a name for the task.
(Optional) If this task pertains to a specific employee, search for the appropriate client in the Client Lookup box fields and assign a client to the task.
Otherwise, leave this box blank.
- Select the Scheduled check box to schedule this task to run at a specific time interval. Otherwise, leave this check box unchecked.
- Select the Shared check box to share this task with other users.
Selecting this check box will also make the task available as an action rule and be visible to other techs.
A message displays stating that the task was created successfully. The Task Elements and History tabs appear in the screen.
To add new task elements, click Task Elements. In the initial screen, click New. The Task Elements tab screen displays, as shown below.
To create new task elements:
- Click the Element Order drop-down menu and select 1 so this task element runs first.
(Optional) Select the Link to Parent check box to link this task to a parent ticket and automate parent/child ticket creation.
When selected, the task element is inherited from the parent ticket.
- Select the appropriate selections for Location, Room, and Department.
Click the Request Type drop-down menus and select the appropriate request type.
For example, for new hire tasks, select HR.
In the Subject field, enter a name for this element.
For example, to configure a new computer system for a new hire, you can enter
Configure a new computer system.
In the Request Detail field, enter a description for the element.
Configure a new computer system with Microsoft Office and all required corporate software.
- In the Tech drop-down menu, select a specific tech for this element (if required).
- In the Priority drop-down menu, select the appropriate priority for this element.
- In the Asset No. field, enter an asset number (if required).
In the Generate Next Element field, select On Creation to trigger the next element immediately after the ticket for this element is created.
Otherwise, you can select When Status Equals and select the appropriate selection to trigger the next element.
When completed, the Task Elements tab lists a summary of your task.
After you create your first task elements, add additional elements to create new task elements for your task. For example, for the New Employee task, you can create new elements to create an email account, assign a specific desk in a building, and enroll the employee in on-site new hire classes.
To create tickets from task elements, click the Task Info tab, Select a task, and click the arrow next to the Task Name field.
To select another task, click the left and right arrows at the top right to scroll through all available tasks.
After you execute a task, click Tickets and verify that the task created the appropriate tickets. For example, when you click the Green arrow in the example above, Web Help Desk creates a new ticket for the task.