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Tasks

Some Processes have Tasks. A Task represents a single instance of a Process. For example, if you have a Process where new customers are created, a Task would be the creation of a specific customer with a name, a customer number and a credit card. Whenever anything happens on a Task, it is logged in the action log for that Task. This way, we can ensure you always have a complete transparent audit trail of what has happened across Mates and Employees who might have touched this Task.
It is possible on the Process to configure which data is available on its Tasks - Keys and Fields.

Keys

Keys are shared across your system. Examples of Keys could be Phone Number, Social Security Number, Customer Number, Invoice Number or Stock Keeping Unit No. Keys allow you to search across all Tasks on all Processes throughout the system, and easily locate when and where your Mates have performed work.' Keys are always mandatory. A Task can not be created without a Key and likewise once a Task has been created, it is not possible to alter the Key.

Fields

Fields are individual for each Process, and only shared on Tasks that are from that Process. Fields allow for greater customization than Keys, and could be in the format of

  • Text
  • Dates
  • Numbers
  • Check boxes
  • Lists
  • Tables
  • Excel files

The Process Owner or Developer decides if a Field is mandatory or not. Generally, if the Mate require the field in order to successfully solve the Task, it should be mandatory. If a field is more of a convenience for the Employees, then the field could be optional. An example is if you have a Task with a Customer Number as a Key, it might be convenient to First Name and Last Name as Optional fields to help an Employee identify who the person in question is, while the Mate typically will disregard the name.

Actions & Queues

When a Task is Created, it is automatically evaluated. Assuming everything is ok, the Task is considered Ready for the Mate to take it and placed in Queue.

If everything is not ok, for instance if required data is missing, then the Task is considered Not Ready and placed in a parallel queue where an Employee must take a look. Likewise if the Process is configured to require Approval of all tasks, an Employee will need to approve the Task before the Mate can take it.

Once a Mate takes a Task, the Task will be Solved if everything went as expected. Sometimes, there are special cases on a Process where it is not feasible to have the Mate cover them. It could for instance be if there is special rules that apply in rare cases, such as if a customer is registered as a VIP Customer. In that case the Mate can identify the case and send the Task to Manual. Once a Task has been placed in Manual, an Employee must pick it up and solve it manually.