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Tag: action items

Automatically Scheduling and Tracking Work Items

April 3, 2018 I recently heard a customer question regarding how to manage scheduled work - such as task-based initiatives that need to be done at specific times of the week, month or year. How could I  setup a task based scheduling system where I could build out my list of tasks, the frequency, attach the job aide/work instructions, then have the system assign it to a specific queue when the time for the task to be done comes up. These would all be scheduled items. Once I set the frequency of the task, there would be an engine/function that would create these tasks. I would also like to be able to report on these tasks, if they were completed, etc. As I was thinking about this, I broke it down into a few items: How could we track/manage an individual piece of work? How…

Action Items 101

July 18, 2017 Dovetail Agent has a number of Work Item types. The most common are Cases, Subcases, and Solutions.In addition, there are Change Requests, Part Requests, and Action Items.Not everyone is familiar with Action Items, so this post will cover the basic of action items - what they are, how you might use them, and how they compare to cases. Action Item BasicsAction Items are simply a task that needs to be completed.The task could be any number of things - depending on how you wish to use them.For example, an Action Item could be used:To setup a customer's online account for SelfService/WebSupportAs an Operations task, such as upgrading a serverTo track a contract renewal processetc. Action Item in Dovetail Agent You can use different action item types for different tasks, so you're not limited to a single use case for…