Working on a Task

We recommend that tasks linked to a parent object be completed before the status of the parent object is set to resolved or closed. If the default workflow for some parent objects does not enforce rules for completing child tasks before the parent can be resolved, the best practice is to manually set tasks to the completed status when the parent object is closed or work with your administrator to set up business rules or workflow for managing tasks.

HEAT notifies task assignees through email when assigned a task. If the task is assigned to a team without a specified owner, the team manager can assign the task to another team member. See Assigning a Task.

When you are notified of a task assignment, you can open the task record and accept or reject the task assignment or you can respond directly from the email.

If the logged task is assigned to a specific owner, that task appears in the My Open Tasks dashboard part on the home page of the logged-in user.

Accepting a Task

Within a task or parent object, click Accept on the task toolbar. The escalation clock for the task starts and the task status sets to assigned.

Declining a Task

Within a task or parent object, click Reject on the task toolbar. The task is set to rejected status, and the owner field remains populated. The task is no longer valid unless it is set to reassigned.

Reassigning a Task

Within a task or parent object, click Reassign on the task toolbar. Enter the assigned team and click OK.

Waiting for More Information on a Task

Within a task or parent object, click Waiting on the task toolbar. Enter the reason for waiting, then click OK. The escalation clock stops.

Continuing to Work on a Task

1.

When you are ready to work on the task, open the task and click Continue. The task status changes to accepted.

2.

Enter information in other fields as needed.

3.

Click Save.