To cancel a CRM task

The procedure to cancel a CRM task is as follows:

1. 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.
2. 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.
3. 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.
4. Highlight the specific row matching the task to be cancelled.
5. Click on Task Actions. The Task Actions window is displayed.
6. Using the Select action drop-down field, select the specific status progression value of Cancel Task 2.
7. Click on Next. The Cancel Task window is displayed.
8. Using the Cancellation reason drop-down field, select a parameter value to qualify the circumstances surrounding the cancellation of the CRM task 3.
9. Use the Notes field to add contextual information in support of the action being taken.
10. Click on Save. Where links to other subsequent tasks exist, the user is asked to affirm that all tasks within the hierarchy will be cancelled 4.
11. With the Task Details window in current focus, the status of the CRM task is set to Cancelled and the End date is stamped with the current system date and time 5.

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 This option is active only for non-mandatory CRM tasks that are currently in progress i.e. with a status of Live; where the task exists within a workflow structure, system validation rules also check for the existence of mandatory 'child' tasks.

3 These custom values can be populated by the end user via the general lookup parameter entitled System Case Task Cancellation Reasons.

4 System validation rules ensure that the integrity of all task dependencies are upheld.

5 Any related tasks that have been cancelled as a consequence of the user's affirmations will reflect the same status progression.

See related topics...

CRM task progression management overview

To complete a CRM task

To start a CRM task

To define a general lookup parameter value

Using the search facility