Quick Actions - SwiftCase

Quick Actions Overview

Quick actions are the processes that you are likely to access frequently on a task in any status. They can only be accessed by Internal users, and some buttons are limited to certain roles.

Alternatively, widgets are useful for actions that you may want the user to perform when a task is in a specific status.

You will find quick actions on the right of a task page in a collapsed panel:

Manage Task...

Change Task

This is a useful option for changing the task to another workflow. Has a client creating a support ticket that is really a work request? You can change the task here and it should seamlessly switch to the new workflow. It could be useful to make sure that both workflows share the same questions as the existing answers will then transfer over.

Manage Users...

Change Client Staff

If the member of Client Staff/Contact has changed during the course of your task, simply choose the new user from this option

Override Task Owner

This will override the current Task or Case owner.

Unassign Expert

This will remove the current expert. Manually allocating an expert is usually handled by a widget on a status, or can be occasionally handled by auto-allocation if your system is configured appropriately.

Change Status

This is likely to be your go-to quick action the majority of the time. Unlike the dropdown on the left of the task page (which is used to preview the forms on a status), the Change Status action will change the active status of the task. The active status is the reporting state of the task i.e. the stage the task is currently in. Once chosen, any scheduled events associated with the status – such as emails or allocations – will be fired or scheduled immediately.

Compose Email

Another frequently used quick action. The Compose Email can be configured to automatically populate with the client staff email address when opened, but by default it will be empty.

Like every email client, you can manually add an address, choose a user to email or select a task relationship to email (click the small cog as in the example below). Any questions that are of email type on the task will also show the answer in this menu.

The default email template, if configured, will load into the Message area. You can select alternative templates using the dropdown.

Create Reminder

Reminders can be incredibly powerful in SwiftCase. Not only can you create a reminder to appear on your dashboard, you can also schedule a task to be generated automatically. Currently, you can only schedule a task of the type you are currently in when you choose the reminder action. If you create a Recurring Workflow reminder type in a Billing workflow then only the Billing workflow will be generated at the time specified.

The configuration above will create a task on a weekly schedule from the 2nd of December until the 31st of December. This will appear in the listings at the time specified, and will also appear as a calendar event with the Description visible in the users reminder calendar/listings.

Checking the ‘Email reminders to Users’ button will notify the users that a reminder type of Recurring Workflow has been created for them, but only a notification within SwiftCase will be made for the due date of the reminder.

Create Time Log

If activated on your system, time logging is a powerful way of keeping track of the hours spent on particular clients and tasks. This is covered in more detail in the time logging section of this guide.

Add To Whiteboards

Coming Soon! Whiteboards are a way of visualising a collection of tasks for a particular purpose. If enabled on your system you can add tasks to a whiteboard and see them collected together in an easy to manage interface.

To ensure that the status change occurs, you would have to map the Button Key to a Moving Rule as below (note that the Button Key values are the same):

Add Flag

Flags are a great way to highlight the unique nature of a specific task. Is the task high priority? Does it need to be queried? Choose a flag from our built in options or make your own (see Manage Flags)

Mark as On-hold

Similar to a flag, but with added configuration. Choose to put a task on hold for a limited period of time if for any reason the usual timely procession of the workflow is halted.

This task now cannot be interacted with unless a user specifies it is to be taken off hold (the ability to do this can be managed by user role) or the time has elapsed.

Opening the task page will reveal this modal:

Meanwhile, the dashboard listings will have an on-hold flag and the task will be greyed out:

Create Child Task

Create a child task with this widget. A child task is a separate but related task to the current (or parent) task. A child task is required to complete the parent task in full. In the case of a Support task, a wide range of sub-tasks could potentially be performed to complete the Support request: in SwiftCase you can keep track of these by creating them as a child task.