Subtask - Checklist per ticket (parent ticket or sub ticket)
Subtask Group - Enables users to create, manage, and assign subtask groups to a ticket. Reduces the time to manually set up repetitive tickets and each subtask
Please note that district admins will need to have the Advanced Ticketing app installed before utilizing Subtasks or Subtask Groups.
Working Tickets with Subtasks
Subtasks are individual tasks or checklists per ticket (parent or subticket). To add a Subtask to a ticket, click on the Add Subtask in the bottom right corner of the subtasks widget and the Add Subtask. Then, enter the subtask information and click Enter.
To the right you each subtask, you have additional options:
Mark Complete
Assign ticket # - Ability to create a sub ticket from a subtask
When you convert a subtask to a sub ticket, the issue for the ticket will automatically be Issue Not Listed. The content entered when creating the subtask will now be in the ticket description box for the ticket.
Assign to user
The assigned user will receive an email for this assigned subtask
Duplicate Task
Delete Task
Clicking on the X will delete the subtask altogether. To the left of each subtask, you can complete it. Subtasks do not have to be completed to resolve/complete the ticket; they are like a checklist for each ticket.
You can use variables when creating subtasks. Please refer to the list of supported variables.
When creating a subtask, if the cursor reaches the end of the first line, the text will wrap to line 2 (and after, line 3, and so on), and the cursor will move with the overflowing text to the following line as the typing continues.
When viewing a subtask in the subtask list, the name will not wrap to the next line. However, users can simply hover their cursor over the subtask name to reveal the complete title in a tooltip.
Creating and Applying Subtask Groups
Users can create Subtask Groups, which are a pre-canned set of subtasks that are commonly used together.
Subtask Groups are product-specific. Groups created in one product cannot be used within another product. For instance, when you create a subtask group within the IT module, this specific subtask group will not be visible for application to tickets within the Facilities Module.
Subtickets are not included in groups; they are only subtasks.
Subtask Groups will translate to Mobile, but they will appear as individual subtasks and will not be visually grouped.
You must add 2 or more subtasks to create a Subtask Group.
Subtasks within a group cannot be turned into a subticket.
The functionality of creating and applying Subtask Groups is universal. This means that the steps demonstrated in the section below will apply to use in Ticket Templates, Rules, and Shortcuts as well.
To create a Subtask Group, on a ticket, select the Add Subtask dropdown menu, select Add Subtask Group, and select New Subtask Group in the top right corner.
You will name the group and enter the list of subtasks you want to associate with it, then select Save Subtask Group.
You can share your newly created Subtask Group district-wide by switching the District-Wide toggle to On in the New Subtask Group window.
If a different user logs in and needs to add that subtask group, it will be available under the District Subtask Groups folder:
Once you have created your personalized Subtask Group, you can apply your new or a pre-existing Subtask Group to the appropriate ticket.
To do so, click on Add Subtask. This will reveal a dropdown option from which you can select Add Subtask Group. Then select the Subtask Group you wish to apply and click on Apply Subtask Group to Ticket.
When applied to a ticket, a Subtask Group becomes completely independent and only applies to that specific ticket. Therefore, if a Subtask Group is applied to a particular ticket and the user makes changes to that Subtask Group within the ticket widget, these changes will not affect the saved Subtask Group overall.
Grouping and Ungrouping Subtasks
Grouping
You can group individual subtasks if needed within a ticket. Once individual Subtasks have been added to a Ticket, users can “Group” them together by selecting Group Ungrouped Tasks. This will group all ungrouped subtasks on the ticket together.
Users will then be prompted to name their Subtask Group and add additional subtask items.
After selecting Save Subtask Group, the newly created group will be reflected on the ticket. This newly created group will be saved for future use.
Ungrouping
Once a Subtask Group has been added to a Ticket, users have the option to Ungroup the subtasks. This feature allows users to tailor their task lists to unique circumstances on a case-by-case basis, providing flexibility and customization within the ticket management system.
Ungrouping is necessary if you want to add an additional task within the subtask group.
Subtasks shown in the image below are grouped under the CS Subtask Group.
To ungroup, select Ungroup. Subtasks will now show as separate subtasks that are not grouped.
When a group of subtasks has already been applied to a ticket, you will need to ungroup the subtasks in order to add an additional individual subtask. After adding the new subtask, you can regroup them accordingly.
Editing and Deleting Subtask Groups
To edit a Subtask Group, select Add Subtask > Add Subtask Group.
On the Manage Subtask Groups window, select a ‘Pencil’ icon on the group and edit it.
Users can change the Group name or enter additional Subtask items here. After making edits, select ‘Save Subtask Group’.
Select Cancel on the Manage Subtask Groups to return to the ticket.
Refresh the ticket page to see the new name for the Subtask Group.
You can remove the entire Subtask Group from a ticket by clicking the ‘X’ icon next to the Ungroup button.
The Subtask Group will only be removed from the ticket, but will still exist in the library of saved Subtask Groups.
The same steps apply as before when editing. Select Add Subtask > Add Subtask Group. On the Manage Subtask Groups window, select a ‘Pencil’ icon on the group. In the top right corner, select Delete Subtask Group.
Please note that if a Subtask Group, tied to a rule or Ticket Template, is deleted, it will also be removed from the rule or ticket template.
Reordering Subtasks and Subtask Groups
You can reorder Subtasks and subtask Groups by using the drag-and-drop icon located to the left of each item. This feature allows you to easily move a Subtask to a different position within the list. Reordering comes in handy when you need to add a Subtask in the middle of the list, for example.
Reordering can be done with:
Individual Subtasks
Multiple Subtask Groups
Subtasks within a Subtask Group
Please note that changes made to the order for Subtickets, Subtask Groups, or Subtickets within a ticket will be reflected in iiQ mobile.
You can rearrange the order of Subtasks and Subtask Groups on a Ticket, Rule, Shortcut, or Ticket Template.
Applying Subtasks via Shortcuts
In Shortcuts, users can utilize an Action called "Create Subtickets/Subtasks" to generate subtasks or subtickets efficiently. In a ticket, navigate to Shortcuts and select New Shortcut from the dropdown.
First, you will name the shortcut and select “Create Subtickets/Subtasks” under the Ticketing section in the dropdown.
On the right, select Add Subtask and then Add Subtask again on the dropdown. You can add a single subtask or multiple at this step. You also have the ability to add a subtask group with this shortcut.
To apply this action to a ticket, select the Shortcuts dropdown and select All Shortcuts. Now you can locate your shortcut and apply the action.
The ticket timeline will be updated to reflect the subtask that was created.
Viewing/Accessing Subtasks
My Subtasks Page
Users with subtasks assigned to them can easily view these by navigating to Tickets > My Subtasks, and can utilize the Open and Closed tabs to see all open or closed subtasks organized in one list.
The My Open Subtasks grid shows all the open subtasks assigned to users and their related tickets. It is organized in six columns: Ticket, Priority, Status, Requested For, Assigned To, and Subtasks.
The Add Subtask button allows the user to add a subtask that will be automatically assigned to them. To assign it to someone else, the user can click the wrench and the ‘Assign to user’ option.
Ticket Column | This column shows the name of the parent ticket of each subtask, the Ticket number, the Ticket Status, and the time it was last updated. |
Priority Column | This column shows the priority of the parent ticket. |
Status Column | This column shows the status of the parent ticket |
Requested For Column | The Requested For and Assigned To columns show the person for whom the parent ticket was requested and to whom it was assigned. |
Assigned To Column |
|
Subtasks Column | This column includes the Subtask Name and the Status bar showing the progress of assigned tasks. The Wrench icon allows the user to mark a subtask as complete, convert it to a subticket, reassign it to a different user, duplicate it, and delete it.
To mark a subtask complete, select the ‘Mark complete’ icon, and the system will process this subtask, remove it, and add it to the closed subtasks list on the My Closed Subtasks tab. The Delete task icon allows the user to delete the subtask. |
My Subtasks Dashboard Widget
Users with subtasks assigned to them can view them on the My Subtasks widget on their dashboard, which appears on the default dashboard layout.
Users can customize the dashboard widget size (50%, 66%, 100%)
Subtasks with the iiQ Mobile App
In the iiQ Mobile App, users can complete and delete subtasks from tickets. These actions will be reflected in the timeline section of the ticket on the web.
Read more about working subtasks in iiQ Mobile here:
Applying Subtasks & Subtask Groups with Rules Engine
The Rules Engine is Incident IQ’s powerful tool for automating workflows. Rules can be set to assign tickets to specific teams or individuals based on location, ticket subject, adding subtasks and subtask groups, and many other conditions. However, the rules engine can only apply subtasks and subtask groups to parent tickets.
Users will need permission to access the rules to apply subtasks and subtask groups via the rules engine.
When creating a rule, under the Perform these action sections, you will select Create Subtickets/Subtasks. Next to the right, you will select Add Subtask or Add Subtask Group.
Adding Subtasks
When adding a subtask, you will type the action needed for the subtask. You can add as many subtasks as needed.
You have additional options to the right of each subtask. Click on the gear icon. Here you have the ability to:
Assign to user - Will assign a user to work on that subtask.
Delete task - Remove the subtask from the rule.
Adding Subtask Groups
When adding a subtask group, you will choose an existing group and apply the subtask group to the ticket. You can add as many subtasks as needed.
You have additional options to the right of each subtask within the group. Click on the gear icon. Here you have the ability to:
Assign to user - Will assign a user to work on a subtask.
Delete task - Remove the subtask from the rule.