Common Configurations
Task Plan
Task Plans let you build reusable sets of tasks — configured once — that can then be automatically or manually applied to Tickets, Leads, Deals, and Sub-Tickets based on matching conditions, saving your team from recreating the same checklist every time.
Task Plan List View
Found under Work Center → Common Configuration → Task Plans, this is your overview of every configured plan.
What You’ll See
- Counters – Total, My Plans, Active, Inactive
- Search – by Plan Name
- Task Plans Grid – Plan ID, Plan Name, Owner, Status, Created By, Created Date, Changed By, Changed Date
Each row includes View, Edit, and Delete actions.
Toolbar Actions
- + New – opens the Create Task Plan page (visible only to Admin and Consultant)
- Refresh, Column Settings, Filter, Sort, Reset, Actions
Good to Know
- Service Manager and Service Rep have read-only access — no New button, and no Edit or Delete icons on any row; they can still open a plan to view it
- Deleting a plan is blocked if it’s actively linked to any ticket, with the message: “Task Plan cannot be deleted as it is actively used in tickets”
Creating a Task Plan
Plan Information
- Plan Name – the only mandatory field, up to 255 characters
- Plan ID – auto-generated (e.g., PLN-00001), read-only forever
- Owner – automatically set to you, the logged-in user, and never editable
- Status – defaults to Active
Once saved, you’re taken straight to the plan’s Detailed View, where the Task List section becomes available for you to start adding individual tasks.
Task Plan Detailed View
Opens across two tabs: Tasks and Change History — read-only by default, with a deliberate switch into Edit mode for changes.
Tasks Tab
Plan Header
Shows Plan Name, Plan ID, Status, Owner, Created Date, and Created By — with Plan Name and Status editable (for Admin/Consultant), everything else locked.
Task List
A grid of every task in this plan:
| Column | Description |
|---|---|
| Task ID | Auto-generated per task (e.g., PLNTASK-001) |
| Subject | The task’s description |
| Planned Duration | A time estimate (e.g., “2 Hours”) |
| Status | Active or Inactive |
Adding a Task
Clicking New in the Task List section (Admin/Consultant only) opens a pop-up:
- Subject – mandatory, free text up to 300 characters
- Planned Duration – optional, entered as Days/Hours/Minutes
Save validates and adds the task to the list; Cancel closes without saving. You can add as many tasks as needed — each simply appears as a new row.
Editing or Deleting a Task
Clicking Edit on a task row opens the same pop-up pre-filled with its current values. Clicking Delete shows a confirmation dialog before removing it from the list.
Change History Tab
A complete, read-only audit trail tracking every change made to the plan — Plan Name changes, Status changes, and every task creation, update, or deletion (including Planned Duration changes). Shown most-recent-first, and can never be added to, edited, or deleted manually, in either View or Edit mode.
How Task Plans Get Used
Once a Task Plan is Active, it becomes available to Task Allocation Rules across four modules:
| Module | Behavior |
|---|---|
| Ticket | Tasks auto-created when a ticket matches allocation conditions |
| Lead | Tasks auto-created when a lead matches allocation conditions |
| Deal | Tasks auto-created when a deal matches allocation conditions |
| Sub-Ticket | Tasks auto-created when a sub-ticket matches allocation conditions |
Good to Know
- Only Active Task Plans are ever applied — an Inactive plan is simply ignored by the allocation engine, even if its conditions would otherwise match
- This same Task Plan library also powers the Add Task feature in Task Management, where predefined tasks can be manually pulled onto a record