[Tips & Tricks] Task template behaviour changes before and after 11107 build
Task template before 11107 build
- Task Template: [Admin tab >>Helpdesk Customizer >> Task Template] It's a commonplace where you organize and maintain, task templates for different modules like request, problem, project, and change.
- You can delete old and unwanted task templates from the list view.
- In order to mark a particular template as inactive, you have to select and edit the particular template. Enable "Mark this Template Inactive"
- The task templates cannot be sectionalized based on different modules (projects, requests, etc)
Behavior changes on 11107 build
- Task templates can be sectionalized based on the different modules (Project or Request or General)
- Request Module (Service and Incident tickets)
New tasks created from Service/Incident templates can be marked for the specific request template or general.
- A task template marked a "General" can be associated with all modules (projects, requests, change, problem, etc). Tasks templates marked as "Request/ Project" can be associated only with their respective modules.
- Tasks can be marked as inactive from the task template list view. When a particular task is associated with the Request/Project application will show the following warning popup.
- Option to edit task templates in Request and Project templates will be restricted. This restriction will help the Admins to maintain unified task template content. When there is a need for the content updates on associated templates. It has to be done on task templetes[Admin tab >>Task templates] which will be updated only by technicians with roles [SDAdmin and HelpdeskConfig]
Request Properties in Task ( Feature enhancement )
While mapping task templates to request templates, you can associate request properties to tasks so that technicians working on tasks can view the request properties.
The following scenario will give you better insight. A service ticket is created to configure a router in the new building, one of the tasks is assigned to the procurement team, the team needs to check if the particular router is in stock. The procurement team needs to know if the model number of the device, that piece of information is missing in the task. The details about the device are in the ticket field associated with the task.
In this situation, instead of giving permission for the task owner to view the entire ticket. The selected request properties alone can be associated with the Task Template, which allows the task owner to view only particular field details.
Our previous post was on - [Tips & Tricks] Show/Hide sections in a request form using FaFR