Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

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 manual, automated, external tasks and to do 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. 

While working on tasks related to maintenance or repair of assets in your line of business, you can associate assets with tasks on the Relate Assets tab on the task details page. 

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. From the Line of Business list, select the line of business for which you want to update a case.
    If you have access to a single line of business, the line of business is selected by default.
  4. To open a case in the Cases workspace, click the required case ID.
  5. 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.
  6. 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.
    • If you select a to do template, a list of users is displayed from which you need to select a valid end user to assign the to dos.
      • Select the user to whom the to dos should be assigned
      • Click Save.
    • To add ad-hoc manual tasks by entering the task details, click Add Adhoc Task, and complete the required fields. 


    This image shows how to append tasks to the predefined tasks in the task flowThis image shows how to add Ad-hoc manual tasks

    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.

    This image shows how to add tasks after the execution of a predefined task in the task flow

    Important

    • While adding a task, the case line of business is selected as the task line of business by default. To add tasks for another line of business, you must have access to the line of business.
    • You cannot add adhoc tasks prior to tasks that are in progress.
    • You cannot add conditions for task execution.
  7. To change the order of execution of tasks in the task flow, drag and drop the tasks in the required order, and click Save.

    Important

    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.

Result of adding a task to a case

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 Practice

If a task flow associated to a case starts with a condition, we recommend 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.

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:
The following figure shows an example Task List section

The to dos are displayed with a different icon.

The following figure shows how to-dos are displayed with a different icon.

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 or to do

  1. Open a case in the Cases workspace by clicking the required case ID.

  2. (Optional) To view a case on a separate tab, right-click the case and select Open link in new tab.
  3. 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
    Active TasksDisplays all the tasks that are started.
    Important: 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 Tasks

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

    Only the tasks that are defined in a straight path are displayed in the Upcoming tasks section. Conditional and parallel tasks that are defined in the flow are not displayed in this section. They are displayed as In Progress tasks only when they are activated. View all tasks in a task flow and their details on the Task Flow tab.

    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.

    Completed TasksDisplays all the completed tasks.

    The following figure shows an example representation of tasks:
    The figure shows an example representation of tasks


Important

In case of to dos, the tasks are moved from the Staged status to Assigned status after the case agent activates them. From the Assigned status, the agent can change the status to Completed/Cancelled. The end user in BMC Helix Digital Workplace Advanced can then mark the status as complete. 

To start work on a task or to complete a task

As a case agent, you can change the status of a manual, external task or to dos to In progress or the next status in the task lifecycle, or Complete in a single click. You must have write access to change the task status. One-click status change options are available only in the Task List view in cases, and not in the task edit mode. When you change the task status, the next task in the list is activated.

  1. Open the case for which a task is assigned to you.
  2. To start working on a task, in the Task List view, click Start Progress.
  3. After completing the task, click Mark Complete.
    The following image shows the options to change the status of the task quickly:
    This image shows the options to change the status of the task quickly

    Tip

    If the status of the task does not change after click Start progress or Mark Complete, click Refresh.

    Learn more about the status that are eligible for one-click status, see Status values applicable for one-click update.

To update the status of a task or to do

Important

  • 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. Open a case in the cases console.

  2. (Optional) To view a case on a separate tab, right-click the case and select Open link in new tab.
  3. On the Tasks tab, select Task List, and perform the following steps for the different types of tasks:

    • Manual tasks

      1. Open the required task.
      2. (Optional) To view the task on a separate tab, right-click the task and select Open link in new tab.
      3. Click the displayed status to open the status pane.
      4. In the status pane, select the required value in the Status field. 

      5. Click Save.

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

        A task assignee can change the status to Customer Response when a response is required from the requester of a case. A notification is sent to the requester about the pending information. When a task assignee marks a task Completed, the notification that a case assignee receives shows that the status is updated by the system instead of by the task assignee. To learn why the Modified By field shows System instead of the user, see Defining task flows in a case template.

    • Failed automated tasks

      1. Open the failed automated task.

      2. (Optional) To view the task on a separate tab, right-click the task and select Open link in new tab.
      3. Click the displayed Failed status to open the status pane.

      4. Select the required value in the Status field.

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

      6. Click Save.

        Click Rerun to rerun failed automated tasks. 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 Automated tasks.


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 or customers 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 lifecycle.

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

Important

  • 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.

Status values applicable for one-click update

The following tables list the values for which one-click status update is applicable:

Default status values

Current task statusStart ProgressMark CompleteResult
StagedNot availableNot available-
AssignedEnabledEnabled

Start Progress: Task status changes to In Progress. If the task has no assignee, the current user is added as the assignee.

Mark Complete: Task status changes to Completed. If the task has no assignee, the current user is added as the assignee.

In ProgressDisabledEnabledTask status changes to Completed.
Pending - No ApprovalDisabledEnabledTask status changes to Completed.
Pending - With ApprovalDisabledDisabledNot available
Approval RejectedDisabledDisabledNot available
FailedDisabledEnabledTask status changes to Completed.
Completed / Canceled / ClosedDisabledDisabledNot available

Custom status values

The following table lists some sample status values:

StatusAvailable transitionsStart ProgressMark Complete
StagedStaged → DesignNot availableNot available
DesignDesign → AssignedEnabledDisabled
ActivatedActivated → AnalysisDisabledDisabled
Activated → CompletedDisabledEnabled
AnalysisAnalysis → In ProgressDisabledDisabled
In ProgressIn Progress → CompletedDisabledEnabled
ReviewReview → CompletedDisabledEnabled
CompletedCompletedNot availableNot available

To assign a task

  1. Log in to BMC Helix Business Workflows.
  2. Navigate to Workspace > Cases.
  3. From the Line of Business list, select the line of business for which you want to update a case.
    If you have access to a single line of business, the line of business is selected by default.
  4. To open a case in the Cases workspace, click the required case ID.
  5. (Optional) To view the case on a separate tab, right-click the case and select Open link in new tab.
  6. From the Tasks tab of the case, select Task List, and open the required task.
  7. (Optional) To view task on a separate tab, right-click the task and select Open link in new tab.
    Important: If a manual task is not assigned to a user, and if the task assigned group and case assigned group for that task are the same, the task is automatically assigned to the case agent. A case agent can then reassign the task.

  8. On the task details page, in the Assignee section, click Edit, and perform any of the following actions:

    1. Assign a task to a support group or agent
      1. Select the Assigned Group.
        You can assign a case to a support group or user that belongs to a line of business to which you have access. If an assignee is not defined, you must add one before you can move the case to In Progress.
        If the option to reset the case status to a previous status when you change the assigned group is selected, the status of the case reverts to the Assigned status. 
      2. Select the Assignee or click Assign to me.
        The default support group that you belong to is automatically selected. If you do not belong to a default group, the first support group in the line of business is automatically selected.
      3. Click Save.

    2. Assign a task to yourself by clicking .
      If you belong to multiple support groups, in the Assigned Group field, your default support group is displayed.

To add related assets to a task

  1. Open the task in which you want to relate an asset.
  2. On the task details page, click Related Assets tab.

  3. Click + Assets.
  4. In the Search assets pane, provide the following search qualifications:
    • Select the CI type from the list.
    • Select the Product category tier 1 from the list.
    • (Optional) To search a specific product, select a value from the Product category tier 2, Product category tier 3, Product name, and Manufacturer name drop-down list.
    • (Optional) To search for assets based on location, select a value from the Region, Site group, and Site drop-down list.
    • Select the Status of assets from the list. The default option is Deployed.
  5. Click Search.
    A list of assets based on your search parameters is displayed.
  6. In the Search assets section, select the assets that you want to associate with the task.
  7. Click Relate.
    The assets associated with the task are displayed on the Related Assets tab of the task.
  8. (Optional) To view the details of an asset, click the asset name on the Related Assets tab.
  9. (Optional) To remove a related asset from the task, select the asset that you want to remove and click Delete

To view task activities

  1. Log in to BMC Helix Business Workflows.
  2. Select Workspace > Cases.
  3. From the Line of Business list, select the line of business for which you want to update a case.
    If you have access to a single line of business, the line of business is selected by default.
  4. To open a case in the Cases workspace, click the required case ID.

  5. (Optional) To view the case on a separate tab, right-click the case and select Open link in new tab.

  6. From the Tasks tab of the case, select Task List, and open the required task.

  7. (Optional) To view the task or to do on a separate tab, right-click the task and select Open link in new tab.

  8. On the task details page, click the Activity tab.

    The latest change in the task or to do is displayed at the top.

  9. (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.
  10. (Optional) To view the updates made by a particular agent, click Filter, enter the name of an agent in the Author text box, 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. From the Line of Business list, select the line of business for which you want to update a case.
    If you have access to a single line of business, the line of business is selected by default.
  4. To open a case in the Cases workspace, click the required case ID.
  5. (Optional) To view the case on a separate tab, right-click the case and select Open link in new tab.
  6. From the Tasks tab of the case, select Task List, and open the required task.
  7. (Optional) To view the task on a separate tab, right-click the task and select Open link in new tab.
  8. On the task details page, perform any of the following actions:

    • 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 or to do from the Activity tab or Description field. Learn more about adding attachments in Adding documents to Document Library

To send an email from a task

While working on a task, if you do not have access to the case that consists of the task, you can communicate with a case requester or other agents through emails.

An agent is assigned to a Verify merit documents task in a Bonus Compensation case. The agent does not have access to the case. While working on the task, the agent notices that the employee has not provided the merit documents. The agent sends an email to the employee for providing the documents. The employee replies to the email and provides the documents. The agent then completes the task.

To send an email, perform the following steps:

  1. Log in to BMC Helix Business Workflows.
  2. Select Workspace > Tasks.
  3. From the Line of Business list, select the line of business for which you want to update a case.
    If you have access to a single line of business, the line of business is selected by default.
  4. To open a task in the Tasks workspace, click the required task ID.
  5. (Optional) To view the task on a separate tab, right-click the task and select Open link in new tab.
  6. Perform any of the following actions:

    1. Compose a new email: Enter the recipients of the email or click Add People to add users from your company from the People List.

    2. Reply to the requester or everyone in an email.
  7. (Optional) In the Compose Email pane, if you want to use an email template, perform the following steps:
    1. Click Select Email Template.
    2. (Optional) From the Locale list, select the language for the email template.
    3. From the list displayed, select the required email template, and click Apply.
  8. (Optional) If you want to attach a file, click Attach, and attach the file.
    You can add documents from the document library or attach files from a local drive and send the attachments through emails.
  9. (Optional) To save the email as a draft, click Save as draft.
    The content of the email, the recipient email addresses, and the attachments, if any, are saved in the email draft. You can review the email draft later and continue to work on the unsent email.
  10. To send the email, click Send.

After you send an email or reply to an email, the email content is displayed on the task Activity tab. The email content is added as a public or private note based on the email recipient:

  • If you send an email to the requester of the case, the email content is displayed as a public note.

  • If you send an email to an external user's email ID, the email content is displayed as a public note.

  • If you send an email to other agents, the email content is added as a private note.

The email content is also displayed on the Activity tab of the case that consists of the task. The Modified Date and Modified By fields of the case are updated if a case business analyst has enabled the configuration.


 Related topics

Defining task flows in a case template

Creating and editing case templates

Communicating case updates

Task flow

Tracking activity updates in cases and tasks for your line of business

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