Tasks, notes and logs

Notes

The Note action lets someone add a note to a task, which is logged automatically for the rest of the team to refer back to. Add it from the Forms & Actions tab by dragging Note into the status.

• Content sets any text you want to appear above the note box
• Visible to adds the user types who can read the note. Internal users can read it by default
• Visibility Rules hide the note box until named questions are answered, optionally with a specific answer

Note buttons

A note button does two things at once: it records a note and it acts as a button that a moving rule can respond to. The obvious use is an on-hold button where the person clicking it types the reason, so the note and the status change happen together rather than one being forgotten.

1. 1Drag Note Button from Available Actions into the status.
2. 2Add any text you want shown before the button in the Content box.
3. 3Set Note Also Viewable by to control who can read the notes it produces.
4. 4Type what the button should say in Button Text.
5. 5Type a Button Key. This is the key you will reference from the Button Clicked moving rule.

Putting a task on hold

The On Hold action puts a task on hold in one click and captures the reason in the box provided. Drag On Hold into the status, add any explanatory content, and set who can see it. As with every other action, visibility rules can keep it hidden until it is relevant.

The task log

Every task carries a log of what has happened to it: status changes, answers saved, notes added, emails sent, documents generated. Entries can be added manually as well, so a phone call or a decision taken offline still lands in the same place as everything else.

The log is the reason a case can answer the question that matters in a complaint or an audit, which is not what the current status is but how it got there.

Case relationships

A case relationship describes how a person relates to a particular case rather than to the system as a whole. The same user might be the case owner on one case, an expert on another and a client contact on a third.

Relationships are tied to user types, which is what makes note and form visibility workable. Setting a note to be visible to a relationship means the right people see it on the cases where they hold that relationship, and nobody has to maintain a list by hand.

Flags and RAG status

Flags mark tasks for reasons that do not fit a status, and can be searched with has one of, has all of, and does not have. RAG status shows whether a task is inside its deadline, approaching it or past it, and can be driven automatically by amber and red alert events.