After choosing to create or edit a Task entry for a Ticket Activity Template, the following window opens:
Task Detail window, Ticket Activity Template
In this window you should enter the information that the system can use to create the task when the template is applied.
Below is an explanation of the fields/buttons in this window:
Employee
Each task is the Commit system must be assigned to an employee. When assigning a Task entry in a template, you should select the employee who you want assigned to the task once the template is applied to a specific ticket and the task is “created.”
You can choose the “Employee” from any of the following options:
| • | Ticket Manager: By selecting this option, the task will be assigned to the Ticket Manager of the ticket to which the template is applied. (The Ticket Manager is defined in the Ticket details window > General tab > Manager field.) |
| • | Account Manager: By selecting this option, the task will be assigned to the Account Manager of the ticket to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.) |
| • | Specific Employee: When applying the template and creating the task, the employee specified in this option is assigned to the task. If the specified employee is no longer an active employee at the time the template is applied, the task is automatically assigned to the user applying the template. The system makes note of this change when applying the template. |
| • | The user applying the template: By selecting this option, the task will be assigned to the user who actually applies the template to a specific ticket. |
| • | Shared: By selecting this option, the task will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific ticket. |
Task Date and Time
Each Task in the Commit system needs to be assigned a time and date. In a Ticket template, the Task Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
| • | Ticket Open Date |
| • | Ticket Due Date |
| • | Ticket Close date |
| • | The current date when applying the template |
These choices appear in a drop-down menu from this field.
Task Entry Date
Users can then adjust the date to be a certain number of days earlier or later than this day.
Using each type of date can be convenient for different purposes. For example, you may want some Tasks to be performed seven days after a ticket's closing date, like calling the customer and verifying that an issue has indeed been resolved.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Task Date to the next available business day. For example, if according to the information you enter in the template the Task Date falls out on a Saturday (and Monday through Friday are defined as working days in your Commit Calendar), then Task Date is calculated to be the following Monday. When applying the template, a comment is displayed if such a move is made.
Note: : In order to apply the template successfully, the information in field "Copy From" must be defined in the Ticket to which you wish to apply the template. If the reference date has not been entered into the Ticket, applying a template to it will fail.
Task Time
You can set the task’s Time as you wish. This field may also be edited when applying the template to a specific ticket.
Details Tab
In this tab you can enter a value to additional fields of the Task. These are the Task’s user-defined fields, which can be used as you wish. Setting the values in the template entries will set these values to the fields when the task is created from the template.
Note: If you have enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Description
In this box you should enter a description of the task. When the template is applied to a specific ticket, this field appears as the Task Description. If you would like the Ticket Description or the Account information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info; Add Ticket Description boxes. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Ticket Description and/or the Account/Contact information should appear before or after the Task Description. To do so, check either the Before Description box or the After Description box.