Activities were introduced in Helpdesk update 1.0.0.8, with the purpose of serving as a place where ticket handlers can place all their sub-tasks in required to handle the task in.

This guide will explore the different available activities, what they are used for, and how to set them up.

Activities

1. To access the activities tab on a ticket, look at the tabs at the top of a ticket, and click on the far right tab, Activities.

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2. As you can, we have no activities listed. Let’s change that! To start, press on Add activity to add a new activity. This is what the resulting pop-up will look like.

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As you can see, there are 3 different types of activities that you can create. We’ll go in detail on what each one is in the next section

Activity Types

Activity Reminders

You can set reminders for yourself and others. The reminder creation screen should appear like this

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  • Subject: is used to enter the name of the reminder
  • Due date: is used to set the date and time for when the reminder triggers
  • Description: for additional information
  • Owner: is a lookup to select the person who will receive the alarm notification.

Tasks Activities

Follow-up

You can use follow-up as a notification to follow-up with someone.

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  • Task type: Follow-up is selected from the drop down menu
  • Subject: The title of the follow-up
  • Due date for the follow-up
  • Description of the follow-up.
  • Priority: Low/Medium/High
  • Follow up with: a lookup to select the individual to follow-up with.

Appointment

This task can be used to schedule upcoming appointments.

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  • Subject is the title of the appointment
  • Due date is the date of the appointment
  • Description is used to add description to the appointment
  • Priority: Low/Medium/High
  • Location (Optional): Can be used to set the location of the meeting.
  • Required: The name of the person involved in the appointment.

Call

Calls can be used to leave records of phone calls or schedule upcoming phone calls.

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  • Subject is used to input the subject of the call.
  • Due date is for the date or the deadline of the call.
  • Description of the call
  • Priority: Low/Medium/High
  • Call with is a look up for who was involved in the call.

Email

Emails can be used to leave records of Emails or schedule upcoming Emails.

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  • Subject is used to input the subject of the Email.
  • Due date is for the date or the deadline of the Email.
  • Description of the Email.
  • Priority: Low/Medium/High
  • Email to is a look up for who received the Email.

Approval Activity

Approval activities are used to receive approvals from certain individuals over particular aspects of the ticket.

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  • Subject: is used to insert the name of the approval request.
  • Due date for the completion of the approval process
  • Description of the approval request.
  • Approval from: do you want to use an approval template or manually insert the users who will approve the task.

Approval Templates allows you to select a pre-defined list of approvers.

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You can select that list from the drop-down menu for Template.

By selecting User, you can manually input the list of people to approve the task.

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Use the box Approval from to insert the name of the people who need to approve the tasks.

Tasks Queue

Your queued tasks should appear like the image below, and the ticket cannot be closed until the status of all the tasks turn from in progress to Completed.

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If you attempt to progress the ticket without completing the tasks, this is the error you’ll receive.

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Once you have completed the tasks, your queue should appear like this, and you should be able to proceed your queue.

Good luck with your activities!

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