After filling in the catalogs, you need to set up task routes for cases. Steps to be taken:

1. Go to the [Services] section;
2. Open the required service record;
3. Go to the [Task manager] tab;
4. Create task routes;
5. Specify a trigger for starting the process of creating task routes.

You should fill in the [Route creation trigger] field to specify a task creation launch trigger. The field refers to the [Case statuses] catalog and defines the status to launch the process of creating task routes.

Add a new row in the [Task template] detail.

Task template configuration

The edit page contains the following elements:

• A group of fields with the characteristics of the task to be added to the route:
  • Task serial number: the task order in the route. The parameter is used to get the following task in the task chain when the previous one is completed and the next one is not defined by the task result;
  • Task type: a type of task that refers to the catalog [Task type];
  • Activity category: category of activity that refers to the [Activity categories] catalog.
  • Limit the period of task relevance: a checkbox that allows you to set the task [life] period. When the checkbox is activated, the [Start date] and [End date] fields are displayed, and mandatory to be filled in;
  • Start date: the start date for the case activity from a task can be created according to the route;
  • End date: the end date for the case activity from a task can be created according to the route;
  • Topic: an activity title that will be created in case;
  • Responsible group type: specifies the rule of choosing the responsible for case activity in accordance with the account value from the catalog and the account specified in the case.
• The [Task routing] detail controls how tasks are switched from one to another. It also determines case status changes in the case record if defined, depending on the result of the activity execution. The detail contains the following elements:

  • Result: a field referring to the [Activity results] catalog, filtered in accordance with the selected task type.

  • Go to the task: a field that refers to the [Task template in service Item] catalog. When a task is completed by the status specified in the [Result] field, the task selected in this field will be created.

    <aside> 💡 Note: This field refers only to the list of tasks that have been added to the [Task template] detail of the current editable service.

    </aside>

  • Translate to status: a field that refers to the [Case status] catalog. When the task is completed by the result specified in the [Result] field, the case will be transferred to the specified status.

  • Change template source to: a service that will be entered into a new case that will be created as a child record to the current case record when a task is completed by the result specified in the result.

  • Transfer to service: a service that will be entered into a new case that will be created as a child record to the current case record when a task is completed by the result specified in the result.