Use Task templates

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use a task template to auto-populate a Universal Task form. Using a task template enables agents to create tasks faster.

    Before you begin

    Role required: write access to the parent table, if the parent table is defined in the template configuration. If no parent table is defined, then any agent can access and use the task templates.

    Procedure

    1. Open the ticket that you want to create a universal task for.
    2. Click the UI action for creating a universal task.
    3. In the Template field of the Universal Task form, select the template to be used.
    4. Fill in the fields that are left empty by the template.
      Depending on what template you used, some of the fields will already be populated by the template. You can fill in the rest of the fields yourself. For more details on what each field means, see Universal Task form
    5. To create your task, click any of the following buttons.
      ButtonDescription
      Ready for work Task is created. The state of the task changes to Work in Progress, and the employee is notified about the task.
      Submit Task is created. The state of the task remains New, and no notification is sent to the employee.