Creating and resolving case tasks as a government service agent in CSM Configurable Workspace

Service request case tasks in Public Sector Digital Services are automatically created and assigned to agents as each service request case moves through its life cycle. Government service agents can view and complete these case tasks (or even create their own tasks) in the CSM Configurable Workspace.

View existing service request case tasks in CSM Configurable Workspace

View a list of the case tasks that are associated with a service request case, regardless of whether the case task was created automatically or manually, in the CSM Configurable Workspace.

Before you begin

Role required: sn_gsm.agency_manager, sn_gsm.government_service_manager, sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_constituent_agent, or sn_gsm.agency_agent

Procedure

1. From the Lists menu in the CSM Configurable Workspace sidebar, navigate to Service Requests > All.
2. Open the service request case by selecting the case number.
3. In the Related List header, open the Tasks related list by selecting Case Tasks.
   All the tasks that are associated with this service request case are displayed.

What to do next

To view a list of every service request case task that has been assigned to an agent in your agency, navigate to Lists > Government Service Case Tasks > All.

Create a service request case task in CSM Configurable Workspace

Manually create case tasks from information that you gathered from a service request case in CSM Configurable Workspace.

Before you begin

Role required: sn_gsm.agency_manager, sn_gsm.government_service_manager, sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_constituent_agent, or sn_gsm.agency_agent

About this task

When an agent creates a service request case task, the system uses information from the service request case to automatically fill in the fields on the Case Task form. Agents can use auto-filled information, as well as the data collected from the end user, to create service request case tasks. After the agent creates and saves a case task, it appears in the Case Tasks related list on the Service Request Case form.

Procedure

1. Open the case.
2. From the Case Tasks related list, select New.
3. On the form, fill in the fields.
   For more information on the fields, see Service Request Case Task form.
4. Select Save.

Resolve a service request case task in CSM Configurable Workspace

Resolve a service request case in CSM Configurable Workspace. After all information has been added to the comments or work notes of a service request case task, you can mark the case task as resolved.

Before you begin

Role required: sn_gsm.agency_manager, sn_gsm.government_service_manager, sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_constituent_agent, or sn_gsm.agency_agent

Procedure

1. Navigate to the Lists menu in the CSM Configurable Workspace sidebar.
2. From the Lists menu in CSM Configurable Workspace, navigate to Service Requests > All.
3. Open the service request case by selecting the case number.
4. From the Tasks related list, select the task number.
5. Add any additional work notes or comments.
   The case task can't be resolved without added work notes or comments.
6. Select Save.
7. Select Close.