3. Service Task Managemant
Purpose: Helps you manage created Service Task tickets through easy filtering and display operations.
In the menu => Select Additional features (1) => select Service Task (2)
List of Service Tasks:
-Start today: The list contains Service Tasks with appointments starting on the current date
- Completed: The list has been completed
- All: List containing all Service Tasks in the App
- Overdue: List of Service Tasks that are overdue compared to the appointment date
- Technically unprocessed: List of Service Tasks that have arrived at the scheduled appointment date but the technical has not yet changed the status to Execution in the pipeline.
- Scheduled/Unscheduled: List of Service Tasks scheduled/unscheduled
Arrange Service Task:
- In each interface there is a Service Task arrangement feature
- By default, sort by creation date from the latest date
When you click on the arrangement, the Service task has a structure of 2 areas
a. Area 1: Area for selecting information fields as criteria
- Ticket information group:
+ Customer: text format
+ Appointment start schedule: date - time format
+ End appointment schedule: date - time format
+ Reception source: text format
+ Responsible resolution department: text format
+ Person in charge: text format
+ Pipeline: text format
+ Ticket ID: number format
+ Status: text format
+ Priority: text format
+ Acceptance form
- Ticket activity group
+ Last operation: date - time format
+ Creation date: date - time format
b. Area 2: Select area to sort order Newest/Oldest
Filter by Pipeline: Allows displaying Service Tasks in a list by pipeline
- Default “All pipeline”: displays all Service tasks in the list when in table and card view
- When switching to a specific pipeline, you will view it in Kaban mode. The “All pipelines” option cannot be selected in the Kaban interface.
Switch interface:
- Manage Service Tasks being processed in the system
- The Service Task administration screen has 3 types:
+ Card management interface:
+ Tabular administration interface
+ Kapan-style administrative interface
Filter: The filter structure includes:
a. Search in filter
- By default, it is enabled when the user turns on the filter feature. Users can turn on/off the filter by clicking on the search icon.
- Search information fields by keyword, display information fields that satisfy or do not find satisfactory values
b. Recently used: Group of information fields most recently used by users, default to 3 information fields most used by users. During the first use, there are 3 fields set to system default: Pipeline, Priority, Status. The other fields are then updated when the user has used the filter.
c. Ticket information
-The ticket information filter includes information fields: Resolution department, tiket Id, Customer, Description, Receiving source, Person in charge, Group in charge, Tag, Ticket name, Appointment start schedule, Calendar Appointment ended, Employee created
- Filter information fields are in the following formats: Multi-option format, time format, text format, search format
d. Ticket activity: Filter tickets by time: Last activity the employee assigned the ticket to, Date created, Date closed, Last response, First response
e. Apply: Click Apply to create tickets that satisfy the settings you created
In addition, you can also manage Service Tasks through the Service Task Report section.
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