Adding tasks to cases

Tasks can be automatically added to a case through a workflow and manually added from the Action Center. For example, an employee termination workflow might comprise multiple tasks to complete the work: terminate employee benefits, close the employee out of the payroll system, schedule an exit interview, and so on. These tasks can be automated through a workflow. You can also add a task to a case manually through the Action Center.

To add a task to a case:

From an open case, in the Action Center, expand Tasks.

Click Add Task.

The New Task form opens.

Complete the form. Required fields are marked in red.

Send Notification	When a change occurs to the task, notifications are sent to the Owner, Assigned To, and users in the Notifications list. Default is to send notifications. To make an update with no notifications, clear this field. The system automatically resets this field after a save is complete.
Owner	Required. Select the user who will own this task. Defaults to the user who creates the task.
Created By	Defaults to the user who creates the task.
Assigned To	Select the user who must complete the task – the user who will actually perform the work.
Status	Defaults to New.
Category	Required. Select the category that fits the task.
Type	When Category is selected, Type becomes available. Select a type: Owner, Influencer, AIG Eligible.
Priority	Required. Select a priority for this task: Critical, High, Medium, Low. This helps the Assigned To person understand the urgency.
Start Date	Required. Start date defaults to the current date and time.
Due Date	Select a Due Date if applicable.
Completed	Completed is auto-filled when the Status changes to Complete.
Completed By	Completed By is auto-filled.
Subject	Required. Provide a meaningful subject for the Assigned To person.
Body	Provide detailed information for the Assigned To person.
Comments	Add helpful comments as the task is updated.
More Info	You can provide additional notes about task in this field.
Private	Marks the task as private and only visible to the Assigned To and Owner users.
Delete	Select this check box to mark the task for deletion by a scheduled process.
Active	Tasks are active by default. When you clear this check box, the task becomes read only and is removed from any of the task management lists. You can search for inactive tasks.

Click Save.

What happens next

When you save the form, the Assigned To person is automatically notified of the newly assigned task. Additionally, the Owner is notified when there are changes to the task status. Anytime a save occurs, a notification is issued. For example, if the Owner adds a comment, both the Owner and the Assigned To person are notified.

The case owner can also add users. For example, let's say we want to keep the payroll person informed about a terminated employee. We can do this through Notifications.

To add notified users:

From on open task, in the Action Center, expand Notifications.

Click Select Users.

The Select Users dashboard opens.

Scroll through the list of users or use Search to locate the user.

When you locate the user, select the Select option and click Ok. Alternatively, you can double-click the user.

You are returned to the New Task form with the newly selected user listed under Notifications. Additionally, Notifications now shows a badge counter or an updated counter.