To view an individual task summary for a support provision case

The procedure to view an individual task summary for 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 existing task to be reviewed.
Click on Task Summary. The Task Summary window is displayed, revealing further details of the support provision task. Certain fields are worthy of special note and are captured in the table below.
Optionally, to analyse further details in respect of the support provision task, click on Notes. The Notes tab is activated, revealing all aide memoirs recorded against the task in chronological order.
Click on Close.

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.

Field	Description
Classification	The overarching module categorisation linked to the task i.e. Support Case.
Task Reference	The unique internal reference number assigned to the support provision task.
Case Reference	The unique internal reference number assigned to the parent case.
Description	An explanation of the support provision task to be conducted.
Planned Start Date	The anticipated start date for the support provision task, as applicable (only displayed for tasks with a progression status of Pending).
Actual Start Date	The actual date on which the support provision task was formally started, as applicable (only displayed for tasks with a progression status of Live).
SLA Target Date	The SLA target completion date for the support provision task, derived from the component definition.
End Date	The date on which the support provision task was completed, as applicable.
Status	The current progression status for the support provision task i.e. Pending, Live, Complete, Cancelled, On Hold, Bypassed.
Mandatory	This denotes the compulsory status of the support provision task.
Assigned To	The allocated owner of the support provision task.
Created By	The name of the end user who created the support provision task.
Created Date	The date and time stamp recorded for the support provision task at the point of creation.

See related topics...

Support provision task management overview

To add a task to a support provision case

To view the individual task SLA compliance status for a support provision case

Using the search facility