Multiple alternative templates can be configured using the Sub Tasks App to capture and maintain a list of sub-tasks to be performed when the template is assigned to a Ticket.
A number of custom ticket fields are utilized by the Sub Tasks configurator that must first be created manually using standard Zendesk functionality.
Full details of the required fields and their purpose is described in the following steps.
Configure the Sub Tasks App
*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.
Once deployed and installed the Sub Tasks App (3) can be configured (4) and utilized from within the CloudSET Apps Library.
Identify Template and Task Ticket Fields
*NOTE: the fields utilized by the configurator must be created manually using standard Zendesk functionality.
Before any templates can be defined it is first necessary to create a custom drop down ticket field to hold a list of all Sub-tasks templates that can be assigned to a ticket.
Having created this custom field it must be identified as the Template Field (1) to populate the list of templates in the configurator (2).
A second custom drop down ticket field must be created to hold a list of all possible Sub-tasks that can be included within a template.
This field must be identified as the Tasks Field (3) in order to populate the configurator with the list if sub-tasks (4).
Apply Descriptions to Sub-tasks
A description must be applied to each sub-task by double-clicking in the DESCRIPTION column to bring up a multi-line text box (1).
Enter the required text and then tab to the next field or click outside the text box to apply the description.
*NOTE: the name of the sub-task will become the subject of the corresponding ticket and the DESCRIPTION will become the ticket description, so it is important to enter appropriate values in these fields.
Identify Data and Time Fields
In order to maintain links between the parent and sub-task tickets and track the date of completion for each sub-task it will be necessary to create an additional Multi-line text ticket field to hold the data against the tickets.
Once created this field must be used to identify the Data Field using the configurator (1).
If there is also a requirement to track the time each sub-task is solved a further Regular Expression ticket field must be created and identified in the configurator (2).
This field is used during the integration with the Zendesk simple time recording App (which must also be installed) - see the example regular expression in the next screenshot.
Remember to Save Mappings (3) to commit the configuration, otherwise updates will be lost when navigating away from the configurator.
The Save Mappings button will briefly change to display the text Saving... and any errors will be reported back in the dialog.
If no errors are reported, simply close the dialog (4), otherwise contact Coherence Design for support.
Close the dialog once the mappings have been saved (4).
Having completed the installation and initial setup configurations it is now possible to specify which of the sub-tasks belongs to each template (see Capturing & Maintaining Templates).