Workflow Tasks (Settings)

For an overview of Workflows and related terminology, please see the Support Centre article, Workflow Introduction.

This setting is used to configure Workflow Tasks that will be utilised in Workflow Groups:

As a single Workflow Task can be allocated to multiple Workflow Groups, it is important to be aware of which Workflow Groups may be affected by changes made to a Workflow Task. Prior to modifying an existing Workflow Task, please review the below section, Effects of Modifying a Workflow Task.

Accessing Workflow Tasks Settings

Settings > Workflow Settings > Workflow Tasks

Add a Workflow Task

Enter a name for the new Workflow Task into the Add a new workflow task field, and click .

The following fields are presented:

Task Description (mandatory)

The name of the task, as it will be displayed within a Workflow Group.

Email Notifications (mandatory)

The following options are available:

  • Email When Ready (default) - An email notification will be sent when the previous task is completed or, if this is the first task in a Workflow Group, when a new Workflow Case is instigated.
  • Email When Ready And Email When Deadline Approaching - An email notification will be sent as described above, in Email When Ready, and also at midnight on the morning of the task's due date.
When due, remind (mandatory)

When a task becomes due, this field determines which user(s) will be notified. The following options are available:

  • Case Instigator (default) - The person who instigated the Workflow Case will be notified when the task is due.
  • Sales Rep - The sales rep for the Customer or Lead will be notified when the task is due.
  • Selected Staff - When selected, a list of CommTrak users is presented. Ticking the box adjacent to a user designates that they will receive a task due notification. Multiple users can be specified.
  • Specified Department - All members of the selected Workflow Department will be notified when the task is due.
  • Specified Email Address - When selected, a text area field will be displayed. A task due notification will be sent to the email/s listed here. Multiple emails can be specified.
Due within (mandatory)

The number of working days within which this task should be completed (default 0 days). The duration starts from the day on which the previous task was completed or, if this is the first task in a Workflow Group, from the day on which a new Workflow Case is instigated. 0 (zero) days represents 'today'.

Task Information

If specified, an i (information) icon will be displayed next to the task in the Info column within a Workflow Case. Clicking the i icon presents either a Task Hint (as seen in the below image) or a Document, depending upon the selected option. 

The available options are:

  • Not Specified (default) - No information icon will be displayed for the task
  • Task Hint - When selected, the Task Information text area field will be displayed. A description of the task requirements should be entered into this field. When the user clicks on the i icon within a Workflow Case, the text will be displayed in a pop-up window.
  • Document Library - When selected, an additional dropdown option will be displayed, containing a list of the items in the CommTrak Document Library, from which a single document can be selected. When the user clicks on the i icon within a Workflow Case, the selected document will be displayed in a new browser tab. If the document is not supported by the user's browser, the document will be downloaded using the browser's download feature.
Member Of Workflow Groups (read-only)

This field contains a list of all Workflow Groups of which this task is a member. For a newly added Workflow Task, this field will always be empty, as the new task cannot yet have been added to a Workflow Group.

This field should be referenced prior to making changes to any Workflow Tasks, to ensure that Workflow Groups are not unexpectedly modified.

Allocated Email Templates (read-only)

This field contains a list of all Workflow Email Templates that have been associated with this task. For a newly added Workflow Task, this field will always be empty, as the new task cannot yet have been added to any Email Templates.

Modify a Workflow Task

  • Select a Workflow Task from the list displayed at the top of the settings screen
  • Edit the Workflow Task fields as required (see the above section Add a Workflow Task for a description of available fields)
  • Click 

Effects of Modifying a Workflow Task

Changes to the following fields do affect tasks in active Workflow Cases:

  • Task Description - The modified task name will be displayed in current active Workflow Cases of which this task is a member
  • Task Information - The updated task information will be presented to the user in current active Workflow Cases of which this task is a member

Delete a Workflow Task

  • Select a Workflow Task from the list displayed at the top of the settings screen
  • Click the  button that is displayed below the Modify workflow task section heading

Deleting a Workflow Task cannot be reversed.

Deleted Workflow Tasks are not removed from active Workflow Cases. Deletion of a Workflow Task only affects Workflow Cases that are instigated after the deletion has occurred.