The task manager is integrated into the [Case] section.

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The process of task creation is launched when the case for a specific service with preconfigured task routing changes its status to the corresponding value of ‘Route creation trigger’.

The task with the lowest serial number from the list of task templates is taken, and a new activity for the current case is created. After the activities are finished with a certain outcome, subsequent actions take place in line with the defined task templates.

Possible actions:

Route management

The person responsible for the case has the opportunity to exclude certain tasks from the route, depending on the specifics of processing a particular record.

The case information tab contains the task templates in detail, along with a list of all tasks in the route copied from the service.

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To exclude a task, you have to:

  1. Select a record from the detail;

  2. Go to the menu:

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  3. Choose [Action] button;

  4. Select the [Exclude task] button;

  5. Specify the reason for the exception in the [Comment] field.

<aside> 💡 Note: After a task is excluded, its place in the chain is taken by the task with the next serial number.

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