Self-Assign Tasks to Yourself from a Queue
In some business environments it is beneficial to assign yourself Tasks. For example, a team of Support agents that answer customer questions for a product or service can provide faster customer service by self-assigning Tasks from a queue: the next available Support agent views the queue of self-service Tasks, and then assigns one to himself. After self-assigning a Task, that Task is no longer in the queue of self-assignable Tasks; the self-assignee must complete that Task to completion or reassign that Task to another user if option is available for that Task.
Both Tasks and Manual Tasks can be configured for self-service.
Follow these steps to view the queue of self-service Tasks from which to assign to yourself:
Ensure that you are logged on to Workflow.
Click the Tasks option from the top menu. The To Do Tasks page displays.
Click the Self Service icon
from the left sidebar. The queue of self-service Tasks displays.Click the Claim Task button to self-assign this Task. This Task moves from the Self Service page to your To Do Tasks page, and its status changes to In Progress.
Below is an example of the Self Service Task page that displays queued Tasks from which you can assign to yourself.
The Self Service Task page displays the following information in tabular format about all your completed Tasks:
Task: The Task column displays the name of the Task. Click the Task name, and then click the Claim Task button to self-assign that Task.
Status: The Status column displays the status of the Task. Since all Tasks in the Self Service page are Tasks that may be self-assigned, all Tasks display with the Self Service status, represented by the
icon.Request: The Request column displays the name of the Process associated with the Request. Click the Process name to view the Request summary.
Assignee: The Assignee column in other Task-related pages displays the user assigned a Task. Since all Tasks in the Self Service page are Tasks that have not been self-assigned, the Assignee column displays no information.
Due: The Due column displays the date you completed was due. If n/a displays, then no due date was set to the Task. The time zone setting to display the time is according to the Workflow instance unless your user profile's Time zone setting is specified.
Self-Assign a Task to View Its Summary
To view a Task and its summary, do one of the following:
From the Task column, click the Task name that you want to view, and then click the Claim Task button.
Click the Open Task icon
for the Task name that you want to view, and then click the Claim Task button.
View a Request Summary Associated with a Task
To view a Request summary, do one of the following:
From the Request column, click the Request for the completed Task.
Click the Open Request icon
for the Request associated with the Task.
Search for a Task
Use Request data to search for Tasks on this page based on the following criteria:
Request: Search using one or more Requests based on the Process names associated with the Request(s).
Task: Search using one or more Task names as part of your search criteria.
Status: Search using one or more of the following Task statuses:
In progress: Include Tasks that are assigned to you which are in progress or not started as part of your search criteria.
Completed: Include Tasks that are you have completed as part of your search criteria.
Self service: Include Tasks that you can assign to yourself, but have not yet been assigned.
You can do basic and advanced searches for Tasks.
Be Reminded of Overdue Tasks
If you have Tasks in the To Do Tasks page, a message displays above your completed Tasks how many overdue Tasks you have.
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Click the To Do icon
in the left sidebar to view which of your assigned Tasks are overdue.
No Self Service Tasks?
If there are no self service Tasks assigned to your group, the following message displays: No Results.
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