Click the links to the topics outlined below to learn more information:
Creating New Tasks
Tasks in HotH are sub-tasks that can be generated on tickets. They can have unique Service Level Agreements and be assigned to different parties. This guide gives an overview of how to create, raise and route Tasks within HotH.
In order to first create your Tasks, go to Settings Cog > Service Level Management.Next, select Task from the Category Field drop-down, select the Process Type for which you would like the Task to be associated with, then click Add .
Clicking Add will bring up the Task Details screen.
Manually Adding Tasks to Tickets
Once created, your new Task will be available to select on Tickets in the associated process type.
Various details such as Customer and Assets can be generated automatically based upon the details raised on the original Ticket.
It may be required for Tasks to be completed before Statuses can be changed. In order to set this, go to Service Level Management and select the Task. On the Details tab in the Actions section, select the Force Close on Status Change tick-box:Once Tasks have been raised on Tickets, they will appear in a list at the bottom of the ticket screen. Tasks that have been marked as Done display a tick ““:
Automatically Adding Tasks to Tickets
You may have a Type, Sub-Type or Status of Ticket that always requires certain Tasks to be completed. In such cases it is possible to have HotH automatically raise child Tasks.
In Service Level Management, select your Type, Status or Sub-Type. Scroll down to the Workflow and Actions section, and in the Raise Child Activities box, click Ctrl. Then, mouse click on the Tasks you wish to be raised automatically when that Ticket Type is logged. Click OK to save.Tip: If you have sequential Tasks, you can select the Child Activity that you wish to be raised when the first Task has been completed in the same way. Simply select Task in the Category drop-down and highlight the next Task that needs to be raised.
“Type” specific Forms can be presented for Tasks, meaning that you no longer have to use the generic capture form but simply ask for the data that is needed in that circumstance, saving time and effort and ensuring that the correct data is recorded at the right time.
To make use of this feature your HotH system must have the HouseForms Module, and the Self Service Portal if Forms are going to be presented to end users to capture their requirements.
All work on Forms must be carried out through the web UI. Prior to creating the physical form there should be planning to decide what the form is to be used for and how that may impact HotH. Unless the form is to be used with existing HotH fields then extra fields must be added through use of the “Data Dictionary-Extra Fields” function.
The form maintenance screens are accessed from Settings Cog > Forms & Dashboards.
To access Task forms, select Activity/Task from the Form Type drop-down menu on the Forms & Dashboards page:
Activity/Task forms are used for building Forms that capture information for specific tasks or activities. These may be a requirement of a process, such as “Roll back Information” within a Change Process.
HotH has the ability to load external data files directly into the databases. You can therefore download data from any existing databases and populate the HotH databases.
In addition, HotH also has the ability to export your Task data from the HotH database to a CSV file, which you can learn more about on the Exporting Tasks Guide.
The files to be imported must be flat files of comma-separated values. Each line in the text file represents a HotH record of a particular type. The first characters in each line indicate the type of record to be loaded. You should also note that special rules apply to some fields, please take advice from Support before loading new data type. You can use Import to execute a SQL string, but again please take advice from Support before doing this.
How to Import the File
In the WebServer, go to Import CSV from Settings.Select the file to import records and click Import. If there are errors they will be listed. The error log is listed to the file suppdesk.err. You need to review the errors. If there are no errors you can navigate away.
In the Windows interface the Import CSV option is on the Database ribbon tab/menu. You need to navigate to where the import file is located.
Excel column headings are supplied below to assist. You do not need to supply data for every field, just enter those you need. (Though there are some validation rules, these are not documented here.)
Dates should be entered as DD/MM/YYYY for UK format and MM/DD/YYYY if US format is in use.
Task Record – Type AC
|B||Identifier||Numeric. Mandatory and sequential|
|D||Customer||Up to 40 characters|
|E||Contact||Up to 40 characters|
|F||Reference||Up to 40 characters|
|G||Product||Up to 40 characters|
|H||Version||Up to 16 characters|
|I||Detail||Up to 128 characters|
|J||Conclusion||Up to 128 characters|
|K||Creation date||10 characters (date)|
|L||Creation time||5 characters HH:MM, 24-hour clock.|
If omitted, current time is used.
|M-R||Date reminder & time reminder, scheduled date & time, complete date & time|
|X||Author||Up to 40 characters|
|Y||Assignee||Up to 40 characters|
|AB||Expected elapse time||5 characters HH:MM, 24-hour clock.|
If omitted, current time is used.
|AC||Actual elapse time||5 characters HH:MM, 24-hour clock.|
If omitted, current time is used.
|AD||Source||Up to 16 characters|
|AE||Duration No & Duration type|
|AH-AK||Rater per hour, total hours, rate per day, total days|
|AL||Supplier||Up to 40 characters|
|AO||Comms||Up to 120 characters|
|AQ||Completed by||Up to 40 characters|
You can export the current Task databases into a named file. The output records have the same layout as the corresponding Import records. This is useful if you want to create an import file; create a ‘dummy’ record, populating the required fields with discernible text, such as REF in a reference field. The exported data can then be used as a template for the import layout.
How to Export Tasks
To export data, show the Task records in the summary and filter the list as required.
In the WebServer, navigate to Settings Cog > Export CSV File, then select the Tasks checkbox and click OK. This will then offer the option to View the output. Now, you can open or save the file.In the Windows interface, you can export the Task records in the summary list using Export CSV on the File ribbon tab/Menu. Additionally, in the Windows version you can use the Export CSV option on the Database menu to export more Customer records.Tick the Task (Activities) box, click the OK button and then choose a location and file name for the export file. The default is export.txt on the HotH directory. If this file already exists, you must confirm to replace the existing file. On completion, you can view the export file before being returned to the main window.