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Updating tasks and tracking progress

While working on a case, you can perform actions on tasks, such as updating the status of tasks, updating the assignee of tasks, handling failed tasks, tracking the progress of tasks, and so on. You might also need to add additional tasks to the case. You can add either manual, automated, or external tasks to a case. To track a task, you can view the task activities on the Activity tab on the task details page. To view task activities, you must have read or write access to the task. 

To update a task or add an additional task to a case, use the Tasks tab on the case details page. The following video (2:11) describes how to add adhoc tasks to a case:

 https://youtu.be/SOCR4pYXY-g

To add a task to a case

  1. Log in to BMC Helix Business Workflows.

  2. Navigate to Workspace > Cases.
  3. To open a case in the Cases workspace, click the required case ID.
  4. To view the task flow associated with the case, on the Tasks tab, select Task Flow.
    The task flow associated to the case is displayed. You can view the tasks in the task flow and verify if you need to add any additional tasks to the case.
  5. To add additional tasks, on the Tasks tab, select Task List, and perform the following actions:

    TaskActionExample
    To append tasks to the predefined tasks in the task flow

    On the Tasks tab, select Task List, click Add Task, and perform the following steps:

    • To add predefined manual, automated, or external tasks by using templates, click Add Task from Template, and add the required tasks.
      On adding a task by using a task template, a set of task-related dynamic fields is displayed on the page. Enter the responses to the dynamic fields and click Ok. These responses are added to the task as additional details.
    • To add ad-hoc manual tasks by entering the task details, click Add Adhoc Task, and complete the required fields.

    To add tasks after the execution of a predefined task in the task flow

    On the Tasks tab, select Task List, click on the task after which you want to add a task, and add a task by using templates or add a task by defining the task details.

    Notes

    • You cannot add adhoc tasks prior to tasks that are in progress.
    • You cannot add conditions for task execution.
  6. To change the order of execution of tasks in the task flow, drag and drop the tasks in the required order, and click Save.

    Note

    Case agents cannot change the order of execution of tasks defined by the case business analyst. Case agents can only change the order of execution of tasks added by them.

All tasks in the task flow associated to a case are displayed in the Task List section. After you add a task, it appears stacked below the task after which you add them. The following figure shows an example Task List section:

A case agent cannot delete any additional task and the tasks that are predefined by a case business analyst. However, a case agent can cancel such tasks. If a case agent cancels a case, all the tasks in the task flow that is associated to the case are also cancelled.

To track the progress of a task

  1. Log in to BMC Helix Business Workflows.

  2. Navigate to Workspace > Cases.
  3. To open a case in the Cases workspace, click the required case ID.
  4. On the Tasks tab, click Task List.
    All the tasks associated with the case are categorized in the following sections based on their status:

    Task status sectionDescription
    In progressDisplays all the tasks that are started.
    Note: If a task fails, the task is displayed in this section. You must change the status of the task or rerun the task to complete it.
    Upcoming

    Displays the tasks that are executed after the completion of In Progress tasks.

    Only the tasks for which the task flow is definitive are displayed in this section. For example, if you have a condition in a task flow, all the upcoming tasks prior to the condition are displayed. After the execution of the condition, the upcoming tasks are displayed based on the condition results.

    CompletedDisplays all the completed tasks.

    The following figure shows an example representation of tasks:

To update the status of a task

Notes

  • If a case business analyst modifies the default lifecycle of tasks, then the modified lifecycle is displayed while creating or editing the tasks. For more information, see Modifying the lifecycle of cases, tasks, and knowledge articles.
  • As a case agent you can update the status of a task, if you have write permissions to a case.
  1. Log in to BMC Helix Business Workflows.

  2. Navigate to Workspace > Cases.
  3. To open a case in the Cases workspace, click the required case ID.
  4. On the Tasks tab, select Task List, and perform the following steps based on the action that you want to perform:

    ActionSteps
    Change the status of manual tasks
    1. Open the required task.
    2. Click the displayed status to open the status pane.
    3. In the status pane, select the required value in the Status field. 

    4. Click Save.
    After you change the status of the task, notifications are sent to the assignee of the task and parent case.

    For more information about the statuses, see Task statuses and associated actions.

    Change the status of a failed automated task
    1. Open the failed automated task.

    2. Click the displayed Failed status to open the status pane.

    3. Select the required value in the Status field.

    4. (Optional) If you selected the value Completed in the Status field, select the appropriate value in the Status Reason Task field.

    5. Click Save.

    Rerun a failed automated task
    1. Select the failed automated task.

    2. Click Rerun.

    After the rerun operation, the automated task can run successfully or may fail again. If required, you can manually change the status of the automated task. For more information, see Task automation.

As a case agent, when you add tasks to a case, by default, they are in the Staged status. When the case status is set to In Progress, the first task in the sequence is automatically set to Assigned. From Assigned, you can change the task status as required. 

Best practices

If a task flow associated to a case starts with a condition, BMC recommends that you change the case status to In Progress. When you change the case status to In Progress, the condition is evaluated and the tasks based on the condition results are executed. If the case status is not changed to In Progress, the tasks in the task flow are not displayed in the Task List section. The tasks are displayed in the Task List section only when the condition is evaluated.

Case and task statuses are dependent on each other in the following ways:

  • You can resolve a case only when you complete all the tasks in it.

  • When a case is canceled, all the tasks associated with the case are also canceled.

For more information about the task lifecycle, see Task lifecycle.

Task status for associated actions

When you want to perform an action on a task, change its status accordingly. For example, when you start working on the task, change its status to In Progress.

The following table lists the required status change based on the actions you can perform on a task:

ActionFrom statusChange to status
Start working on the task.AssignedIn Progress

The task has executed successfully.

Completed tasks are displayed in the Tasks section of the case.

Assigned

In Progress

Completed

In case of queries or waiting for an approval, the assignee needs a response from users related to the case or task and moves the task to Pending.

Assigned

In Progress

Pending

Resume the task execution and change the status as required.



Pending




To change the assignee, specify it in the Assignee field and change the status back to Assigned.

Assigned

To work on the task after you receive the required information, change the status back to In Progress.

In Progress

To complete the task after you receive the required information, change the status to Completed.

Completed

Close the task when there is no further action required on it.

Last phase of a task lifecyle.

Assigned

In Progress

Pending

Completed

Closed

Cancel invalid tasks.

For example, you cancel a task when:

  • the approver has rejected the task.
  • the requester has canceled the task.

Staged

Assigned

In Progress

Pending

Completed

Canceled

Manually change the status of a failed automated task to Completed:

  • to activate the next task in a sequence.

  • to resolve the case automatically.

Failed

Completed

Notes

  • You cannot delete tasks from a case. However, you can cancel a task.
  • You can change the task assignment and edit the task until it is in the Completed, Closed, or Canceled status.

  • You cannot move a manual or external task to In Progress, Completed, or Closed status unless you assign an assignee to the task.

To assign a task

  1. Log in to BMC Helix Business Workflows.
  2. Navigate to Workspace > Cases.
  3. To open a case in the Cases workspace, click the required case ID.
  4. From the Tasks tab of the case, select Task List, and open the required task.
  5. On the task details page, click Edit, and perform any of the following actions:

    ActionSteps
    Assign a task to a support group or agent
    1. Click Change Assignment.
    2. To assign the task to yourself, perform the following step:

      1. Select Assign to me.
        If you belong to multiple support groups, a list of those support groups is displayed. To add yourself as the task assignee from a particular support group, select the support group from the list.

    3. To assign the task to a support group or user, perform the following steps:
      1. Select a combination of CompanyBusiness Unit, and Department.
        A list of all the users of the support groups directly related to the selected combination of company, business unit, and department is displayed.
      2. Select a value from the Support Group list.
        Only support groups directly related to the selected combination of company, business unit, and department are listed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services and the business unit as Human Resources, all support groups defined for Human Resources are displayed in the list.
      3. Select a support group or user from the list.
        If you select a user, the user must have access to the company for which the task is being created.
      4. Click Assign.

    Notes:



        • In the Company field, only Operating - Internal, Operating - Customer, and Service Provider companies that you have access to are listed.

        • If an assignee is not defined, you must add one before you can move the case to In Progress.

        • If All is selected for Support Group, all users in the associated Company are listed. You cannot select any user who does not belong to any support group.

    Details of the individual or group and the company to which the task is assigned are displayed based on selected values.

    Assign a task to yourself

    Click .

    Note: If you belong to multiple support groups, in the Assigned Group field, your default support group is displayed.

To view task activities

  1. Log in to BMC Helix Business Workflows.
  2. Select Workspace > Cases.
  3. To open a case in the Cases workspace, click the required case ID.
  4. From the Tasks tab of the case, select Task List, and open the required task.
  5. On the task details page, click the Activity tab.

    On this tab, the latest change in the task is displayed at the top.

  6. (Optional) To filter task activities, click Filter, from the Task filtering options, select the desired options such as Status Change, Assignment Change, and so on, and click Apply.
  7. (Optional) To view the updates made by a particular agent, click Filter, click the Author check box, enter the name of the agent, and click Apply.


To add notes and attachments to a task

  1. Log in to BMC Helix Business Workflows.
  2. Navigate to Workspace > Cases.
  3. To open a case in the Cases workspace, click the required case ID.
  4. From the Tasks tab of the case, select Task List, and open the required task.
  5. On the task details page, perform any of the following actions:

    ActionSteps
    Add activity notes
    1. Click the Activity tab, and click Add a note text box.
    2. Click Notes Template.
      A list of templates is displayed. 
    3. Select the template that you want to use from the list and click Apply.
    4. Enter details and click Post.
    5. (Optional) To attach files to your notes, click Attach.
    Add attachments to a task

    Add an attachment to a task from the Activity tab or Description field.

    For more information about adding attachments to a task, see Adding, viewing, and downloading attachments.

Related topics

Defining task flows in a case template

Creating case templates, task templates, and adding dynamic fields

Task flow

Task Management

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