To apply a task action within a CRM case

The procedure to apply a task action within a CRM case is as follows:

Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case Reference as the search criteria 1.
With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The CRM Case Details window is displayed.
Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the CRM case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
Highlight the specific row matching the task to be progressed.
Click on Task Actions. The Task Actions window is displayed.
Using the Select action drop-down field, select the desired progression stage for the CRM task 2. Each progression stage option is summarised in the table below.

Note

1 Additional search criteria may need to be employed (e.g. start date range, case subject, company, status) to ensure that the correct CRM case is returned; an alternative Search by category of Contact, Contact Group or CRM communication may be selected to extend the available search fields.

2 System validation rules ensure that only those options appropriate to the current progression stage of the CRM task are available for selection.

Action	Description	Next Step
Bypass Task	Any optional task contained within the overall workflow structure - one that is not flagged as mandatory - can be skipped, at the end user's discretion.	This requisite step is covered separately in the topic To bypass a CRM task.
Complete Task	Once all relevant activities associated with a CRM task have been progressed to a satisfactory conclusion, the task may be formally completed by the end user.	This requisite step is covered separately in the topic To complete a CRM task.
Cancel Task	Applied in the instance where the task is no longer valid e.g. a duplicate task was launched in error. End user notifications will occur in the instance where associated tasks further down the hierarchical structure will also be cancelled as a result.	This requisite step is covered separately in the topic To cancel a CRM task.
Undo Task	Where a completed CRM task needs to be repeated afresh, and all inherent activities reset, the task may be reactivated manually.	This requisite step is covered separately in the topic To undo a CRM task.
Hold Task	Applied in the instance where a 'live' CRM task is to be placed on hold.	This requisite step is covered separately in the topic To place a CRM task on hold.
Release Task	Applied in the instance where a CRM task currently on hold is to be returned to 'live' status.	This requisite step is covered separately in the topic To release a CRM task currently on hold.
Reassign Task	To transfer ownership of an active task from one officer to another.	This requisite step is covered separately in the topic To reassign ownership of a CRM task.
Take Ownership	Where automatic ownership of a CRM task has defaulted to a specific role, any assigned member can assume responsibility for its onward progression.	This requisite step is covered separately in the topic To take ownership of a CRM task.
Revise Target Date	To adjust the projected completion date of the CRM task, as derived from the SLA mapped to the underlying definition. Only task definitions configured with the 'revision allowed' attribute will permit this action.	This requisite step is covered separately in the topic To revise the SLA target date for a CRM task.

See related topics...

CRM task progression management overview

To bypass a CRM task

To complete a CRM task

To cancel a CRM task

To undo a CRM task

To place a CRM task on hold

To release a CRM task currently on hold

To reassign ownership of a CRM task

To take ownership of a CRM task

To revise the SLA target date for a CRM task

Using the search facility