Dealing with tasks

Most tasks will be automatically added to the process and appear in the What's next area when you manage a case, there is also the option to add tasks to the process using the Add new action in the What’s next area.

For more information on tasks see
How to complete a task
Adding an adhoc task to a case

How to complete a task

To complete any tasks Use Manage Cases or the Find Case facilities to find the case.
Click on the appropriate case and select Access case.

Tasks may have a simple complete Yes/no response, a simple record details with the ability to attach documents or starts a more complex form.

Depending on the individual task configuration various options appear.

Understanding the information being displayed

Actions and tasks to do is a list of the actions / tasks to do next on the case. Add new action link will pop up a list of adhoc tasks which may be added to the case.
Due is the due date of the task.
Assigned to the person the task is assigned to. A  icon is displayed next to the Assigned To name in case and task lists where a phone number is available for the person the task or case is assigned to. This provides click to dial support. If no telephony application has been set as a default for the current user, the initial click on the icon will open a dialog window asking the user to select their telephony application (e.g.MS Teams). This will then set the application as the default telephony to be used for click-to-dial actions (allowing the user to make outbound calls from the iCasework platform).

Contact your infrastructure support team to enable this feature.

Task is the task title.
Actions the specific actions you may carry out on that particular task type.

• Complete task - to complete the task whether it is to record a simple completion or may start a form.
• Re-assign task - is used to re-assign the task to another user.
• Edit target date - is to edit the date the task is due to be completed its target date.
• Cancel task - is used to remove the task from the case.

Click on the Action now link next to the appropriate task.

Answer all questions asked about completion of the task then Next.

If the task requires a simple confirmation then you get the following, select Yes to complete the task.

All tasks completed are displayed in the What's done area.

Adding an adhoc task to a case

You will be able to add tasks to the case by selecting All actions in the What’s next area of the manage case screen.

Select the task from the list available, you may be asked to set a due date, task/completion details and a team or user to assign it to.

Dealing with get comments from another person task

You can ask for comments on the complaint from another person by clicking on the Get comments link in the Tasks section in the What’s next area.

On the next page, you can either select a Case contact or colleague or insert Name or email address of other users or someone else, for e.g. an external individual. Start to type the surname of the user in the search field. This will then present matching results (as shown below). You can allow multiple contacts to be selected.

This will generate respective emails to each contact.  

Each email can then be further customised before sending:

Alternatively, if you are contacting an external individual, select the Someone else option and enter their email address. The system will automatically remember previous email addresses used and with auto-complete as you begin to type. You can also enter a Cc or Bcc if required.

Click on the Send message now button when you are satisfied with the content of the email. This will send an email to the selected user asking them for their comments on the complaint; they will be presented with a link to the case within the system and will be able to write their comments directly on the case. As with the acknowledgement email, you can send this email securely.

You will be returned to the Manage case screen and will see that a new task has appeared in the What’s next area - Comments from another person. This can be completed manually by the case owner if the other person gives their comments over the phone, in person or they reply to the email instead of using the Submit response option from the email.

Once the other user has received the email requesting their comments on the complaint and they have completed the task, the case owner will be notified of this if they have turned on the Notification of case updates in the Me / Preferences.