Incident Management

Task Module in Vision Helpdesk

Dennis Braganza Apr-25th, 2020 7:04 0 0

Task Module in Vision Helpdesk

Tasks can be as easy as performing a simple/complicated activity. For eg. baking a cake. This activity can be divided into smaller tasks and you can keep a check if all of the tasks have been completed judiciously. Suppose a team of bakers is baking the cake, the activity can be divided into smaller tasks that can be carried out by all the chefs and the head chef can be updated.

Likewise it is difficult to manage bigger teams where a number of people are working on .

various issues. Under such scenarios it is necessary to have a tool which can assist in the development and reporting of the work assigned to a larger team. Also if a larger task is assigned to a team, it should be broken down into smaller tasks that can be distributed among the team members. The task module in VHD provides us with this utility.

Task module in VHD enables the admin to assign tasks to various staff members. These staff members when log in to their staff portal, on the dashboard itself they can view the task module details. If any task is assigned to them they will be informed as soon as they log in to the portal. This task works as a to-do list for the day for the staff members.

An overview of the task module can be seen on the dashboard. If you wish to explore the task module, through the launcher icon in the inbox you can access it.

You can see two tabs inside the task module, namely task and recursive task. Under the task tab you will find the one-time tasks that need to be executed just once whereas under the recursive tasks you will find the tasks that need to be executed more than once. Through the more list icon on the top right corner of the screen you can add a new task.

When you click to add a new task, you have the option of choosing from a one-time task and recurring task. After adding the task details such as description, priority, start date and end date, for recurring tasks you can select the frequency of repetition. A recurring task can be repeated daily, weekly, monthly and yearly. When you select either daily or weekly, an additional option where you can select the days of the week appears on the screen. This signifies the days on which the task is supposed to be carried out by the person assigned. The due time signifies the maximum duration allowed for the staff to complete the task after which the task is labelled as overdue. These tasks can be assigned to the staff members or teams and such tasks can be linked to incidents as well.

Whether it is a one-time task or a recursive task, the assigned staff member is notified based on the frequency of the scheduled task. The staff receives details of the task through system notification as well as through an email notification on the registered email address. If it is a recursive task scheduled on a daily basis, the concerned staff will receive a notification daily.

When a task has been created and assigned to a particular staff member, that staff member is notified. When the task is not completed within the specified time, the system also generates a reminder which informs the staff of the overdue status.

A task can also be linked to a ticket. For example, if you receive an incident that has more than one query, you may assign the task to different staff members in order to make sure all the issues have been resolved by experts and within the time limit.

When a task is linked with a ticket, in the ticket details inside the ticket you will find an additional tab called ‘tasks’. Here all the tasks linked with this specific ticket are displayed along with their statuses. The status of the task can be changed as cancelled or completed by the client or the admin. Through admin access you can also detach the tasks linked to a ticket.

The staff member who has been assigned the task can revert back on the same to maintain the flow of information. This feature assists in capturing additional information from both the ends.

You can define the access and permissions for your staff members regarding the Task Module from Roles under the Admin Settings. (Screenshot below)


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