Task Events

Administrators and agents can receive notifications or automate actions based on the following Task events:

Manual Task Event
Task Created
Task Deleted
Task Due
Task Modified
Task Started

Conditions

Depending on the event selected, the following event criteria are available:

Name - The friendly name for the event. Note: The Enabled checkbox must be marked in order for this event to trigger. Use this setting to temporarily disable events.
Event Type - The event that triggers the action.
Time of Day - The time frame during which the event occurs.
Day of Week - The day(s) of the week during which the event occurs.
Subject - The words that will trigger the event if found within the task subject.
Acting Agent - The agent that added a comment to the ticket.
Agent Assigned - The agent that is assigned the task.
Old Agent Assigned - The agent previously assigned the task.
Status - The task status that will trigger the event.
Priority - The priority level that will trigger the event.
Related Item - A related email ticket, live chat or call log.
Description - The words that will trigger the event if found within the description of the task.
Start Date - The start date of the task.
Due Date - The due date of the task.

Actions

Depending on the event selected, the following actions are available:

Call Web Page - Calls a web page that you specify, and that page can execute specific actions, queries or other methods based on whatever is coded on the page. For example, calling a web page that then initiates adding a task to a third-party task management application.
Create Task - Creates a new task with the customized Subject, Description, Priority and Status specified.
Log to File - Logs an action to a text file. This occurs once based on the max frequency set, regardless of how many times the event is fired.
Log to File (once per item) - Logs an action to a text file. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
Notify Events External Provider - Calls an external provider that is created by the customer. For more information, see External Providers.
Notify Events External Provider - Calls an external provider that is created by the customer. For more information, see External Providers.
Send Email - Sends an email to a set of recipients. This occurs once based on the max frequency set, regardless of how many times the event is fired.
Send Email (once per item) - Sends an email to a set of recipients. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
Set Task Priority - Sets the task priority (low, normal, high, urgent). This is generally used in conjunction with another action.
Set Task Status - Sets the task status (Under Consideration, In Progress, On Hold, In Review, Completed, Rejected, Approved). This is generally used in conjunction with another action, such as "Send Canned Reply".
Transfer Task - Transfers the task to the Agent specified
Use Default Notification Profile for User - Uses any custom email addresses and/or SMS addresses that are used as part of the Default Notification Profile. This occurs once based on the max frequency set, regardless of how many times the event is fired.
Use Default Notification Profile for User (once per item) - Uses any custom email addresses and/or SMS addresses that are used as part of the Default Notification Profile. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
Use My Notification Profile - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once based on the max frequency set, regardless of how many times the event is fired.
Use My Notification Profile (once per item) - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once per each instance of the event firing and can be managed using the max frequency setting.