Add Tasks to a Case

Tasks allow you to track the activity related to a case.

  • Manual tasks are like reminders. To track activity, select a task status when viewing the case.
  • Form tasks require user input by way of a form when the task is complete.
  • Integration tasks run third-party integrations as part of the task.
  • Command-based tasks are based on case commands and are executed automatically or on-demand (On click).
    • Automatic. The task is executed immediately when the conditions of the task list and case type are met.
    • On click. When the conditions of the task list and case type are met, a user can click a button to run the task.

To add tasks to a case or case type, open the case or case type for which you want to create the task.

  • Case: Go to Case Management > Cases on the left navigation. Click to open the case and then click + Add Task in the Tasks section.
  • Case Type: Go to Settings > Case Settings on the left navigation. Click Case Types and open any of the case type, and click on Tasks tab.

The remaining instructions depend on the type of task.

Manual Task

Set up a manual task for a case type or case.

  1. Click Manual Task from the Add a Task option.
  2. Enter a task name and description.
  3. Select a LogicHub user or group as the assignee. When you assign a group to a task, all of the users in the group will receive task-related notifications.
  4. Select a priority.
  5. Click Save.
    The task is saved and added to the task list.

Ask User Input (Form)

Assign a form to a case type or case.

  1. Click Ask User Input (Form) from the Add a Task option.
  2. Select the form and specify the form parameters, which depends on the selected form.
  3. Click Next.
  4. Specify when the form expires and the fields for which the user response will be recorded. The available fields depend on the selected form.
  5. Click Next.
  6. Specify the other parameters for setting up the task.
  7. Click Save.
    When the task is completed, the user will be prompted to provide information for the specified fields.

Run Integration Directly

Create an Integration Task.

  1. Click Run Integration Directly from the Add a Task option.
  2. Select the integration, connection, and action. For instructions on setting up integrations, see Add an Integration.
  3. Click Next.
  4. Specify the parameters for the selected integration. The specific settings depend on the selected integration.
  5. Click Next.
  6. Enter a name and description to identify the tasks.
  7. Click Submit.
    The task is created and added to the task list for the case. The task remains in the Waiting state until the integration returns data. For more on task execution, see 'How task execution works' on this topic.

Use a Command

Create a Command-based Task

  1. Open the case for which you want to create the task.
  2. Click + Add Task in the Task section.
  3. Find and select the command on which you want to base the task.
  4. By default, the task is given the name of the command, but you can modify the name to be specific to the task.
  5. For the trigger, select Automatic or On Click.
  6. To identify the case field that has a value you want to pass to the command when it runs, click the entry area for a command parameter and select from the list of available fields. If the task has multiple parameters, you can select multiple case fields.
  1. Click Save.
    The task is saved and added to the task list. If the task is automatic and any previous tasks are complete, the task executes immediately. If not, the task is listed as ‘Waiting’.

The value that is passed to the command when it executes is the value of the case field that you assigned when creating the task. If the case field doesn’t have a currently assigned value, you can enter one in the right panel.

Click the area just below the field in the right panel.

Enter a value and press Return.

How Task Execution Works

You can create multiple tasks for a single case or case type. By default, tasks must be run and completed in order. A task that can’t be run yet due to a previous task is listed as ‘Waiting’.

When the previous task is complete (shown as ‘Done’), the current task is ready for execution.
For a manual task, the status drop-down list is activated.

For an automatic command-based task, the task runs automatically.

Click on any task to view the results and the timestamp of the task created. Click to Rerun the tasks to refresh.

If the execution of a command-base task fails, the status becomes 'Failed' and a Retry button appears.

To reorder the task list, click the ordering icon above the list. Drag and drop icons appear on the left. Use these to drag a task to its new location. Click the ordering icon again to activate the new order and act on any tasks that are now ready.

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