Generic task progression management overview
A task is a discrete action that must be completed as part of an overall generic case workflow, implemented within Civica Cx Housing to mirror an internal procedure or repeat activity that demands a high level of consistency and control. Each task has three constituent elements that are defined as part of its configuration: an owner (which can be automatically determined through an allocation rule), a service level agreement (dictating the duration over which it must be completed) and, optionally, a direct relationship to other prerequisite or dependent tasks through a separate execution path. Task ownership is assigned from those user accounts and roles that are configured within the overarching definition.
Depending on the complexity of any required action, it will likely be progressed in phases, with each phase being thought of as an event within the lifecycle of the task. In terms of the completion deadline allotted to the task, the expectations placed on the owner are governed by a Service Level Agreement (SLA), as defined by the housing organisation in line with their own operating standards. Whilst the SLA is implemented right down to specific task level, it is applied in the wider context of other dependent tasks that coexist within the parent case. The SLA is selected within the task definition, comprising a unit (days, weeks, months) and a period multiplier (an integer). Therefore, the target completion date for a live task is automatically calculated from the associated definition, based on the planned start date. Undoubtedly, there will be circumstances arising outside of the owner's control which they can influence through the adjustment of the planned target completion date. An owner also has the ability to place a task on hold in situations where no action can be taken for a set period of time, and where the SLA might otherwise be unavoidably exceeded. For instance, it would be legitimate to place on hold a task where a follow-up interview has been scheduled with a customer who is known to be on holiday. As part of the process, a future release date would also need to be specified, ensuring that no open tasks remain static without a set progression point. Any number of discrete notes can also be appended to the generic task as an aide memoir to the owner, these appearing as separate entries within the event log.
From an end user perspective, all assigned tasks within a generic case workflow can readily be viewed and progressed via the 'cases and tasks' Home pane. This is in essence a 'to do' list, with real time information presented on the status of each task. Simply by double-clicking on an entry included within the list, an end user can launch and progress the task. All logical steps pertinent to the progression of a task are accessible through the 'select action' function, and as each function is applied - Complete Task, Cancel Task, Bypass Task, Undo Task, Hold Task, etc. - the status is updated and the permitted follow-on activities are revised accordingly. For instance, once a task is placed on hold, the available options would then be automatically restricted to Release Task or Reassign Task only, in line with robust status progression rules.
Separate help articles have been created for each key aspect of generic task progression management, including: