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A task is a small individual work item on a ticket that can be allocated to an individual user and then tracked via task name, or all of the work items and assignments that need to be accomplished within a defined amount of time for a project to be completed. Each task has a title or description, a start date and an end date, and it can also include details such as task owner (created by), observer and many more.
Task lets a user create, edit, assign and manage a set of tasks, each with different members of a team responsible for it, it is said to do Task Management. Task Management is a simple but effective way of breaking down a master level work into smaller sub tasks, to speed up resolution and increase individual accountability. Using task management it is easy to understand what work is assigned to whom, and what are the individual deadlines. Elements of the task usually consist of :
- Start date
- Due date
- Task description
- Task owner (created task)
Login as ‘Agent/Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page.
Go to task management menu, then you will see a task management page such as images below.
Shows all tasks you have access, both the ‘NotStarted’, ‘OnGoing’, ‘Done’, ‘Overdue’ and ‘High priority’ tasks. The task names may have different colors depending on the status:
- NotStarted (Grey) : Are the tasks that has been created but not started.
- OnGoing (Orange) : Are the accepted tasks or the tasks that are now being fulfilled (started).
- Done (Green) : This status is tasks that are finished.
The overdue task is a task that has an actionable pending on it, for which there was a hard deadline. This actionable could be, waiting a response or action from your lead or client and many more. An overdue task usually demands the highest attention, and ensure closure as soon as possible on task.
High priority list is where you turn to actually start getting things done. High priority is to make a responsible person understand that this task is important and needs to be completed as soon as possible.
You can choose which actions to put here – you can edit and switch the toggle on a task to make it your priority.
In the Calendar view, you will see a calendar with task deadlines. And, at the top right of the calendar you can view a task based on due date or created date.
You can receive various notifications about the task activities, like when you receive comment on your task or when you added as observer, responsible, participant, etc.
To create a new task, click the new task button at the upper right corner. They have authors, responsible persons, participants and observers. Tasks can be created for individual employees, several employees or entire departments.
For example, enter task name and detail of task.
Mark Task as High Priority
High priority is to make a responsible person understand that this task is important and needs to be completed as soon as possible. By default, every task created has a low priority. However, if you want to mark the task as high priority, just activate this option.
Set Due Date and Reminder Date
Due date it allows you to add estimated time required for each task. When creating a task, click due date and set the specify the date and time estimated of the task.
If you have too many tasks, it becomes hard to remember about all of them. In 3Dolphins anywhere, you can set reminders date and be sure that you won’t forget about tasks. When creating a task, click reminder date and set the specify the date and time of reminder.
Add Related Ticket
You can add related tickets based on ‘customer name‘ or ‘ticket number‘.
Add Responsible Person
You can add a person who will work on a task and will be responsible for its implementation such as start task, edit task and finish task.
You can add users that can help the Responsible person to finish the task if it’s needed. They can perform the same actions as the responsible person.
You can add users that can observe the work on the task, leave comments, get notifications, but can’t participate in the work on this task, such as start task, edit task and finish task (observers can only view the task).
Task checklist is a type of ‘to do list‘, which helps to ensure consistency and completeness in carrying out a task. To create a checklist, click toggle dropdown ‘Checklist‘ when adding a new task. You can create an unlimited a checklists. To create another checklist, click the plus button ‘‘, or you can delete a checklist item by clicking the delete button ‘‘.
To edit the task, click task then you will see a detail of the task, at the upper right corner click edit button ‘‘.
In the form of edit task, you can edit task name, detail task, priority task, add checklist task, add or change responsible, observer, participant and many more. For example, add checklist task and in the bottom right corner, click edit task button.
After the task has been added, you can start the task by selecting and click the task. Then, you will see a detail of the task and click the ‘Start Task‘ button. And then, task status will change to ‘OnGoing‘, as shown below.
To add comment in a task, select and click the task then you will see a detail of the task. In the discussion section enter the comment and click the send button.
In the checklist section, tick the needed element to checklist the task.
If the tasks has been completed, you can click the task and you will see a detail of task and click finish task button. And then, task status will change to ‘Done‘.
In the upper right corner, you can search a task based on task name.
On each task tab such as all tasks, overdue and high priority tabs, you can sort tasks based on the created date, due date, ascending or descending of the task.
If you will wipes the task out, in the list of task select and click the task. Then, you will see a detail of the task, in the upper right corner click edit button then in the bottom right corner click delete task.