To apply a task action within a support provision case

The procedure to apply a task action within a support provision case is as follows:

Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Support Case Details window is displayed.
Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the support provision case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
Highlight the specific row matching the task to be progressed.
Click on Task Actions. The Task Actions window is displayed.
Using the Select action drop-down field, select the desired progression stage for the support provision task 2. Each progression stage option is summarised in the table below.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 System validation rules ensure that only those options appropriate to the current progression stage of the support provision task are available for selection.

Action	Description	Next Step
Bypass Task	Any optional task contained within the overall workflow structure - one that is not flagged as mandatory - can be skipped, at the end user's discretion.	This requisite step is covered separately in the topic To bypass a support provision task.
Complete Task	Once all relevant activities associated with a support provision task have been progressed to a satisfactory conclusion, the task may be formally completed by the end user.	This requisite step is covered separately in the topic To complete a support provision task.
Cancel Task	Applied in the instance where the task is no longer valid e.g. a duplicate task was launched in error. End user notifications will occur in the instance where associated tasks further down the hierarchical structure will also be cancelled as a result.	This requisite step is covered separately in the topic To cancel a support provision task.
Undo Task	Where a completed support provision task needs to be repeated afresh, and all inherent activities reset, the task may be reactivated manually.	This requisite step is covered separately in the topic To undo a support provision task.
Hold Task	Applied in the instance where a 'live' support provision task is to be placed on hold.	This requisite step is covered separately in the topic To place a support provision task on hold.
Release Task	Applied in the instance where a support provision task currently on hold is to be returned to 'live' status.	This requisite step is covered separately in the topic To release a support provision task currently on hold.
Reassign Task	To transfer ownership of an active task from one officer to another.	This requisite step is covered separately in the topic To reassign ownership of a support provision task.
Take Ownership	Where automatic ownership of a support provision task has defaulted to a specific role, any assigned member can assume responsibility for its onward progression.	This requisite step is covered separately in the topic To take ownership of a support provision task.
Revise Target Date	To adjust the projected completion date of the support provision task, as derived from the SLA mapped to the underlying definition. Only task definitions configured with the 'revision allowed' attribute will permit this action.	This requisite step is covered separately in the topic To revise the SLA target date for a support provision task.

See related topics...

Support provision task progression management overview

To bypass a support provision task

To complete a support provision task

To cancel a support provision task

To undo a support provision task

To place a support provision task on hold

To release a support provision task currently on hold

To reassign ownership of a support provision task

To take ownership of a support provision task

To revise the SLA target date for a support provision task

Using the search facility