Create subtask templates

After the Master Issue template is created, one or more Subtask templates can be created. Subtasks inherit field values from their master issues when they are created from the interface without using these templates. That is, if an agent makes an issue into a master issue while working within the interface and then creates a subtask to that issue, the subtask inherits field values from the master issue. Subtask templates work a little differently. A checkbox is provided for the administrator to determine which fields are inherited from the master issue template. In this way, some fields can be excluded or specifically included in the subtask template.

Workspace administrators can globally instruct subtasks to inherit values from master issues by selecting the inheritance fields on the Issue Workflow page (refer to Issue Workflow for details). If a subtask template is created and a value is specified for a certain field but that field is also set to inherit its value from a master issue, the subtask is created with the value of that field inherited from the master issue, not from the template. If the same situation occurs but there is no value in the master issue for that field, the field gets its value from the subtask template.

To create a subtask:

  1. In the Master Templates field, highlight the Master Issue template for which you would like to create Subtasks.
  2. To the right of the Subtask Template field, select the radio button for Create a New Subtask Template, enter the name of the Subtask template and click GO. For example, to create a Subtask to assign a network ID to a new hire, enter the name Create ID. The field is limited to 20 characters. This restriction does not apply to the Title field when you complete fields in the actual template.
  3. The Create Subtask Quick Issue Template page is displayed. This page is similar to the regular Create Issue page, but with fewer fields. Address Book fields, time tracking, and so on are filled in by the Agent when a Master Issue is created with the template.
  4. Enter data into the fields as needed. To speed workflow, you can elect to retain values that are in the master issue template in the subtask template. Those values will be in the selected field when the subtask is created. To do so, check the Inheritance Checkbox at the beginning of each field for which you wish to retain the master issue template value. The available fields are:
    • Title—This is the Title of the Master Issue. It can be as long as needed.
    • Priority—This is the default priority for the Subtask created with the template.
    • Status—This is the default status of the Subtask created with the template. Because these Subtasks are created by the system automatically and are usually not closed until the task is completed, Subtask Issue templates should not be created with the Closed status. Open, Working, Assigned, and so on would be appropriate statuses.
    • Issue Information—One or more Workspace fields can be set here for the template. Any fields not filled out here can still be filled out by the Agent when creating a new Issue from the template. Mandatory fields do not have to be filled in when creating the template (although they can be), but must be filled out when the Agent creates an Issue. For example, you may have a mandatory field for Date Completed that depends on when the Subtask is completed by the Agent assigned. Do not fill this out when creating the template; instead, it is mandatory for the Agent to fill out when working on the Subtask. A field like Problem Type, however, would be appropriate to set in the template (for example, to Create ID, as this will remain constant for Issues created with the template). Exception: Date fields (but not Date/Time fields) contain a checkbox for Current Date. If this is checked in the template, it is pre-filled with the current date when the Subtask is created. This would be useful for a field like Date Assigned.
    • Description—This can contain a canned description of the problem or process. The Knowledge Base can be used in the template to select a Solution for the template if it already exists there.
    • Attachments—One or more files can be attached to the template. New Subtasks Issues created with the template automatically contain links to the attachments. This is useful for standard request types for procedures, patches, or other documents.
    • Assignees—Optionally select one or more assignees or Teams to be assigned to Subtasks created with the template. For example, if the network administrator is responsible for creating new IDs, then the New ID Subtask of the New Hire process should be assigned to her. If no assignees are selected, the default Auto Assignment rules apply to Issues created with the template. For example, if the default rule is to assign an Issue to the Agent creating it, an Issue created by an Agent using the template is assigned to the Agent. Escalation rules can also be created that specifically address Master Issue workflow (for assignment, and so on)
    • Email settings follow the rules for the Workspace.
  5. When all fields that you want pre-filled have been completed, click GO.
  6. The template is created. The Quick Issue Administration page is displayed. From here, you can create additional Subtask templates for the Master Issue.
  7. To create additional Subtasks, repeat steps 1-6 above. An unlimited number of Subtask templates can be created.

 

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