To undo a support provision task

The procedure to undo 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 completed task to be repeated afresh.
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 Undo Task 2.
7. Click on Next. The Undo Task window is displayed.
8. Using the Undo reason drop-down field, select a parameter value to qualify the circumstances surrounding the completed support provision task being repeated afresh 3.
9. Use the Notes field to add contextual data in relation to the completed support provision task being reinitiated.
10. Click on Save. All intrinsic components of the task are cleared, ready to be repeated from scratch, and the status is reset to Live 4.

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 no longer in progress i.e. with a status of Complete.

3 These custom values can be populated by the end user via the general lookup parameter entitled Task Undo Reasons.

4 Support provision task ownership is automatically reassigned to those role and user combinations that had initial responsibility at the point of completion.

See related topics...

Support provision task progression management overview

To complete a support provision task

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