Working with Forms-based Tasks

This chapter covers the following topics:

Creating, Updating, and Finding Tasks

Use the Task window to create and update a task, or use the Find Tasks window to search for tasks created with or without templates.

Searching For Tasks

Enter search criteria in the Find Tasks window to search for desired tasks. These criteria include basic task elements, information about owner, assignee, customer, and task dates. Additionally, you can also search for open tasks, escalated tasks, or any tasks created from a task template group if appropriate criteria are selected.

For example, if the Show Open Tasks check box is selected, then Task Manager filters out any task status with the status Canceled, Rejected, Closed, or Completed and only shows task with Open task status. If this box is not checked, then all tasks with any statuses will appear in your search results. If the Show Escalated Tasks check box is selected, then Task Manager will search for all escalated tasks of all escalation levels.

Updating Tasks

Task Manager allows you to use the standalone Forms-based Tasks to update standalone tasks, and contextual tasks created from other source objects, such as service requests. Contextual tasks can only be updated if the From Task check box is selected for the source object in Task Setup: Object Types. Updates made in the standalone Tasks forms may break some of the business rules that are enforced in the source business object. Therefore, you should use the parent business object's specific Task screens, such as service request screen, to update contextual tasks.

When updating customer information for an existing task, it is important to note that any updates to the customer will remove the existing contacts for the task. After an update, the customer name and number are changed, and the contacts and contact points for the former customer are also removed from that task. Therefore, you must select new contacts from the newly added customer for that task.

Additionally, when you manually update or add any owners, assignees or customers with a resource of category party in the Forms-based or HTML Tasks, the associated party references including the party type of relationship, party and organization information will also be created and visible under Task References. However, if it adds any duplicate references in Tasks, then an error message will appear stating that the reference already exists, unless the calling module is set up to ignore the creation of duplicated references.

Creating Tasks

After clicking the New button in the Find Tasks window, you are directed to the Tasks window to create tasks in the following ways:

Creating Tasks from Templates

Tasks can be created simultaneously from a task template if an appropriate task template has been created during the implementation.

For example, a service department constantly receives requests to fix computer problems. To accomplish this assignment usually involves three required tasks including customer appointment, computer repair, and progress update. A service director could request the creation of a task template group used specifically for a service request called PC Repair which covers all these three tasks defined in a template format with task information specified, such as task type, priority, and status.

To create tasks from a template, you must select the Create Task from Template button. Enter the following information in the Create Tasks from Template Group window:

Clicking the Create Tasks button will create multiple tasks from the selected template simultaneously.

Creating Tasks Individually

You can create a single task in the Tasks window by entering appropriate task information including subject, type, status, priority, description, and other task information.

The values of task owner type, , owner, task type, status, and priority fields can be defaulted from the relevant profile options. If selecting the values from the type and priority fields, you will see only the task types and task priorities mapped to your source object from the list of values. If none of the types or priorities is mapped to your source, then all task types and priorities will be displayed in the list of values.

Additionally, enter dates and customer information for your task. Click the More button to specify task details using the following tabs:

Clicking Launch Workflow in the Tasks window automatically reserves the specified resource and notifies the task owner of task creation.

Time Zone: If the time zone is not selected for a task and profile options enable time zones, then all times are displayed in the server time zone along with a hint explaining the time zone. If the time zone is selected for a task, and profile options enable time zones, then times appear in the selected time zone along with a hint explaining the time zone. If profile options do not enable time zones, then times display in the server time zone with no hints.

Assigning and Scheduling Resources

Use the Resources tab to define a specific resource for a task. The task owner assigns and schedules the required resources after selecting the best available options. Perform the following steps to assign and schedule resources.


  1. With your task information displayed in the window, click More.

    The Task Details window opens.

  2. In the Requirements region of the Resources tab, select the resource type from the list of values (LOV).

  3. Enter a numerical value in the Unit field.

    The unit value determines the number of resources needed to complete the task.

  4. Select the Enabled check box to activate varied resources according to the task.

    Use this option to select live resources when updating.

  5. In the Assignment region, select the resource type and name from the LOV.

  6. If you want to schedule a resource, select the Schedule check box.

    Enter scheduled distance and duration values and select a unit of measure.

  7. For tracking purposes, update the Actual fields after task completion.

  8. Save your task.

Setting Dependencies for Tasks

Dependencies determine the order among tasks. When an action requires the creation of several tasks, setting a dependency for each task sets the relationship between the tasks.

Use the offset feature to organize tasks with time-sensitive restrictions. Enter a numeric value in the Offset field plus an appropriate unit of measure, such as one hour or 30 minutes, to separate the initial task template from a subsequent task template. This way, tasks are time dependent. For example, you can have a one day (offset) time frame between when the salesperson is contacted and the customer is called back. This allows the salesperson to have one day preparation before the customer is called back.

Please note that the difference between dependencies and parent-child tasks is that a parent task and its child tasks do not have a specific order for completion. They are not, therefore, dependent on each other. The dependent tasks have to follow a specific sequence. If desired, specific time restrictions (offsets) can be specified between each dependent task.

The Offset value determines the time that separates the action of initial tasks from subsequent tasks. Use this feature to organize tasks with time-sensitive restrictions.

Responsibility: CRM Administrator

Dependency Types

Dependency types define the relationship between dependent tasks and their start or end dates. There are four dependency types:

Dependency Validations

The following are some of the validations that are performed:

Setting References for a Task

After creating a task, you can use the References tab to update or add more references or business objects to a task. See Task References Information for more information. Perform the following steps to add a reference to a task.

  1. As the CRM Administrator, navigate to Task and Escalation Manager > Tasks > Tasks.

  2. Locate your task and click More.

  3. In the References tab of the Task Details window, select from the LOV in the Document Type field.

  4. Enter the identification number of the reference document in the Number field. The application name populates the Details field with a description of the reference type.

  5. Optionally, enter the resource type information and click OK.

  6. Save your task.

Specifying Additional Dates for a Task

Use the Date tab to provide values for additional date types related to a task. These date types are in addition to the already present date types, Planned, Scheduled, and Actual that are on the main task window. The user can define additional date types using the Define Task Date Type window.

  1. With your task information displayed in the window, click More.

  2. Select the Date tab and enter a date type. You can define a new date type using Define Task Date Type.

    The Application Reference field is read only and displays information based on the application that is related to the date type, as set up in Define Task Date Type.

  3. Enter a value for the selected date type.

  4. Enter information in the flexfield region if any flexfields are defined for the task dates.

  5. Save your work.

Documenting Multiple Contact Information

Use the Contacts tab to associate contact information to a task.

Note: You must save the task to make contact information available in the list of values (LOV).

Select the Primary check box if the person is the primary contact for the task.

Entering multiple contacts and selecting one as the primary contact records the correct communication channel for the selected task.

Scheduling Recurring Tasks

You can schedule a task to automatically repeat on a daily, weekly, monthly, or yearly basis using the Recurrences tab of the Task Details window.

Setting Task Flags

Use the Others tab to set task flags to further customize a task.

The task owner receives the task flagged as a Milestone.

Tracking a Task Record

Use the Audit tab to view the history of a task. The task record provides a trail from the original task status through the current status. Perform the following steps to access the task audit record information.


  1. With your task information displayed in the window, click More.

    The Task Details window opens.

  2. In the Audit tab, view the task history.

    Each row documents the status of the task. The first row contains the most recent task record.

  3. Scroll to the right to view both the old and new values.

  4. Click OK when you are done viewing the audit record.

Launching the Task Workflow

Use the launch workflow button to notify an assignee of the creation of a task.

Workflow triggers an e-mail or worklist notification when a task is created or updated.

Linking Tasks to Source Documentation

You can link a task to a source document to reference pertinent background information. Define source documentation as the original request document that results in the creation of a task. Perform the following steps to link a task to a source document.

Responsibility: CRM Administrator


  1. Navigate to Task and Escalation Manager > Tasks > Tasks

  2. Locate your task.

    The Task Main window opens.

  3. Select the source document from the LOV.

  4. Enter the identification number of the source document in the Source Value field.

  5. Save your task.

    The source document is now associated with the corresponding task.

  6. Double-click the Source Value field to view the source document.

Tracking Planned, Scheduled, and Actual Dates

Track task progress by entering date information after three task milestones:

Use this procedure to track planned, scheduled, and actual task dates.


  1. In the Find Tasks window, find or create a task.

    The Tasks window opens.

  2. Enter information into the Planned fields in the Dates region.

  3. After reserving resources for the task, enter information into the Scheduled fields.

  4. Upon task completion, enter final information into the Actual fields.

  5. Save your task.

Updating the Actual Start and End Dates in the Resource tab populates the corresponding Actual date fields in the Task window.