Configuring Task Template

Certain tasks need to be repeated by technicians for different users and scenarios. With Task Template, repeated tasks can be pre-defined thus saving time on creating and assigning tasks to the technicians. Task Template can be applied while adding a task to a request, problem, and change.

To open the configuration page for the task template,

Go to Setup>> Templates & Forms >> Task Template to open the Task Template list page.

Add Task Template

Click the New Task Template button to open the New Task Template form.
Specify a unique name for the task in the Name field.
Specify relevant comments for handling the tasks in the Comments field.
Select the modules to which the task template will apply.

Choose a task layout. You can either select the default task layout or choose to add / edit the ones you have created. You can also create a new one by clicking on the + icon.

Create a new Task Layout

Click New Task Layout.
In the form that opens up, enter a Name and add a Comment about the layout if any.
Drag and drop sections/fields to the layout and name the sections. Use sections/fields from the Available or New tabs on the right pane.
You cannot delete the sections with the default fields.
You can reorder fields inside a section by just dragging and dropping them in the appropriate positions.
Use the Gear icon (Settings Configuration) on each section to modify the section settings such as Number of Columns, Label Orientation, and Collapsed State.
Use the Gear icon beside each field to mark a field as mandatory.
Use the Delete icon beside each field to delete a field from a section. You cannot delete a mandatory field.

Finally, Click Save. The created task layout will be included in the task template. Now, you can go on to add the task template.
Specify the Title of the task in the field. The Template Name and Title are mandatory fields.
Enter a brief Description about the task template in the field provided.
Select the group to assign the task from the Groups drop-down list.
The list of technicians associated with the selected Group is listed in the Owner combo box. Select the Owner of the task.
Choose Assignment Status for group and technician. If Assigned, a selected group and technician will be assigned upon creating the task from the template. If marked, selected group and technician will be eligible for assigning in future automatically when all its parent tasks are closed or manually by clicking triggering using trigger button in task list view or by editing task
Select the Status of the task, say Open or Closed, from the drop-down list.
Click Save.

List View Actions

From the list view page, you can perform the following actions:

Editing a Template

In the task template list view page, click on the Actions icon beside the template you wish to edit and select Edit Template.
In the Edit-Task Template form, modify the changes mentioned while adding the task template.
Click Save. At any point, if you wish to cancel the operation you are performing, click Cancel.

Copying a Template

On the task template list view page, click on the Actions icon beside the template you wish to copy and select Copy Template.
In the popup that opens up, enter a name for the Copy as field.
Click Copy to save the copied template, or Copy and Edit to make changes to the copied template.

Deleting a Template

On the task template list view page, click on the Actions icon beside the template you wish to delete and select Delete Template.
Click the Delete button. A confirmation message appears. Click Yes to continue. The task template is deleted from the list.

Disable/Enable Template

You can disable or enable a template from the list view. To do that,

On the task template list view page, click on the Actions icon beside a template and select Disable/Enable or use the toggle icon in the list view.

Mark a Template as Default

To mark a template as the default one,

Click on the star icon beside the template.