How to Create Tasks and Task Blocks

Overview

Tasks are the main driver of activity in your case management application and case workflow. They represent the work that your case workers complete to resolve a case. A workflow is a process made up of a series of tasks done by case workers and workflow automations done by the system to resolve issues and complete cases. Case Management Studio allows you to manage workflows, cases, tasks, and automations in a centralized place.

When managing your tasks, the Control Panel allows you to dynamically change the workflow for an individual case by adding or removing tasks to any section of the workflow. You can add new tasks in a sequence to capture a specific process and even see a real-time visualization of the whole case process that updates as you add, remove, or complete tasks.

This page will provide a brief overview of what tasks and task blocks are, how to configure them, and how they relate to case workflows.

What are tasks and task blocks

Tasks are steps in a workflow that represent the actions taken by case workers or other users to resolve a case.

Task blocks are groups of tasks that are chained together in a sequence to create flexible pathways within a workflow. Task blocks aren't specific to a case type and can be reused across all case types.

Tasks and task blocks can be shared across all case types and case categories.

In addition to tasks and tasks blocks, you can also optionally add milestones and automations within a case type workflow.

To learn more about adding milestones and organizing tasks, see Creating Case Categories and Case Types.

To learn more about workflow automation and how to use them, see Creating Case Categories and Case Types.

Tasking page

All tasks and task blocks for your case management app can be found on the TASKING page, which consists of two tabs: Tasks and Task Blocks.

Tasks page

The following image highlights the actions you can do in the Tasks tab:

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#	Action
1	View recently created or edited tasks.
2	View all tasks.
3	Create new tasks.
4	Search and filter for tasks.
5	Edit tasks.
6	Deactivate tasks.

Creating tasks

You can create tasks in two places, in the Tasks tab or in the Workflow tab of a case type.

Creating tasks from the tasks page

To create tasks directly from the Tasks page:

1. In the Task tab, click CREATE TASK.

2. In the Create Task dialog, configure the following task properties.

   Property	Description
   Name	The name of the task.
   Description	Description of the task. This text box contains many text formatting options, so you can write the best description of the task, including instructions, for your users.
   Default Assigned Group	The group that is initially assigned this task, unless otherwise specified.
   Default SLA	The service level agreement to apply to the task, calculated in calendar days, hours, and minutes. To calculate SLAs in business days, enable the Calculate the due date using business days option.
   Task Type	The kind of activity the task represents. There are five task types available out-of-the-box: confirmation, decision, document upload, create case, and send email.
   Question	The question for your users to answer. Questions are required for the decision task type.
   Response Options	The possible responses for your users to choose from. Response options are required for the decision task type.
   Case Type	The case type to create a new case in using the create case task type.
   Relationship to Original Case	The relationship between the new case created using the create case task type. There are five relationships to choose from: related, duplicates, duplicated by, parent, and child.
   Task Completes On	A condition for the create case task type that specifies whether the original workflow runs simultaneously alongside the workflow for the newly created case or if it should wait for the new case workflow to reach a "Completed" status before resuming.
   Email Template	The new or existing email template to use for the send email task type.

3. When you're done configuring the task, click CREATE.

Creating tasks from a case type

To create and configure a task from within a case type, follow the instructions here.

Editing tasks

You can edit tasks from the Tasks page and in a case type on the Workflow page. You can edit tasks and workflows at any time, even for in-progress cases.

Task blocks page

The following image highlights the actions you can do in the Task Blocks page:

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#	Action
1	View the recently created or edited task blocks and visualizations of how the tasks are connected in each task block.
2	View all task blocks and their details.
3	Create new task blocks.
4	Search and filter for task bocks.
5	Edit task blocks.
6	Deactivate task blocks.

Creating task blocks

To create a task block:

1. In the Task Blocks page, click CREATE TASK BLOCK.
2. Enter a Name and Description. Click NEXT.
3. Click Add Tasks.
4. Select the tasks you want to include in the task block.
5. To create a new task to include in the task block, click + CREATE TASK and follow the steps 2 and 3 from the Create Tasks section.
6. Click ADD.
7. (Optional) Re-order the sequence of tasks in your task block using the up and down arrows in each block.
8. To define the order of tasks in the task block, open each task and click ADD DEPENDENT. Select a task that should directly follow this task. Defining dependents sets the chronological order in which the tasks are done by selecting the task that should directly follow the current task.
9. Click CREATE.

Note that task blocks can only be created and edited from the TASK BLOCKS page.

Adding task blocks to case types

Once created, you can add task blocks to as many case types as needed. To add a task block to a case type, follow the steps here.

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