To complete a support provision task

The procedure to complete a support provision task is as follows:

1. 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.
2. 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.
3. 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.
4. Highlight the specific row matching the task to be completed.
5. Click on Task Actions. The Task Actions window is displayed.
6. Using the Select action drop-down field, select the specific status progression value of Complete Task 2.
7. Click on Next. The Complete Task window is displayed.
8. Enter the Completion date of the support provision task using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 3.
9. Using the Completion reason drop-down field, select a parameter value to qualify the circumstances surrounding the completion of the support provision task e.g. Initial acknowledgement email sent, Assessment interview conducted, etc. 4.
10. Use the Notes field to add contextual data in relation to the support provision task being completed.
11. Using the Late completion reason drop-down field, select a parameter value to qualify the circumstances surrounding the SLA target completion date having been exceeded for the support provision task; the corresponding Late completion notes field can be used to capture contextual data in relation to the SLA breach 5.
12. Click on Save. On returning to the Tasks tab, the current status of the support provision task is set to Complete and the End date is stamped with the recorded value; where a dependent task exists in the overall workflow structure, its status is automatically updated from Pending to Live.

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 This option is active only for support provision tasks that are currently in progress i.e. with a status of Live.

3 The permitted date entry format is DD/MM/YY or DD/MM/YYYY; the permitted time entry format is HH:MM.

4 These custom values can be populated by the end user via the general lookup parameter entitled System Case Task Completion Reasons.

5 These fields are activated only in the instance where the SLA target date for the support provision task has expired.

See related topics...

Support provision task progression management overview

To cancel a support provision task

To place a support provision task on hold

To define a general lookup parameter value

Using the search facility