To view the tasks within a support provision case

The procedure to view the tasks 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. All ad hoc tasks assigned to the support provision case are displayed in the Tasks summary table, together with those included in the underlying workflow structure 1. Certain fields are worthy of special note and are captured in the table below 2.
Optionally, click on Switch View. Two alternative selections are displayed: Status View and SLA View.
Click on Status View. All inherent tasks are displayed as a series of cards, subdivided by progression status: Pending, Live, Complete and On Hold.
Click on an individual task card to reveal further information: Assigned to, Planned start date, Actual start date, End date 3.
Click on Close.

Tip

1 By default, all support provision tasks are sorted chronologically by their actual start date; to aid analysis, rows can be reordered by clicking on any of the available headings.

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 Use the summary table Menu option to hide or reveal additional columns of information.

3 To return to the default view, with all tasks listed chronologically, click on Switch View a second time and select Grid View.

Field	Description
Task Reference	The unique internal reference number for the support provision task.
Description	An explanation of the support provision task to be conducted.
Task Type	The building block component around which the task is constructed.
Assigned To	The allocated owner of each support provision task, specifically any combination of individual end user accounts and role memberships.
Mandatory	This denotes the compulsory status of a support provision task.
Recurrent	The task is configured to repeat at a predetermined frequency and duration.
Planned Start Date	The anticipated start date for the support provision task, taking into account any predecessor task dependency.
Actual Start Date	The actual date on which the support provision task was formally started.
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 appropriate.
Status	The current progression status for the support provision task i.e. Pending, Live, Complete, Cancelled, On Hold, Bypassed.
SLA Status	A colour code indicator to summarise the status of each support provision task relative to the target date (Green - Amber - Red). Green = The task is on track; Amber = The warning days limit set for the task has now been reached; Red = The target date set for the task has expired.

See related topics...

Support provision task management overview

To add a task to a support provision case

Using the search facility