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2
How to use the participant workbook
This workbook is designed to increase your knowledge of the AtTask tool. The
margins on the left are indented to take notes and record any “ah ha” moments
you want to remember as you progress through the course.
∞∞ ait until the instructor gives you directions to begin the simulated
W
exercises. Once you understand the concepts, you will be able to complete
the exercises.
Objectives
∞∞ his training is objective based. Each chapter begins with an objective and
T
explains the specific skill or process you will be able to accomplish once
you complete this course.
Scenario / Simulation
∞∞ he scenarios present a possible “real life” use case that relates to the topic
T
discussed.
3
Table Of Contents
Chapter 1- Organizing Requirements 5 Chapter 6 - Organizational Setup 53 Issue Management Overview 102
Request Queues 103
Determining Requirements 6 Event Notifications 54 Queue Properties 104
My AtTask Application 8 Reminder Notifications 56 Routing Rules and Queue Topics 108
Frequency of Notifications 57 Routing Rules 109
Chapter 2- System Preferences 12 Email Templates 58 Queue Topics 110
Audit Trails 60
Customer Preferences 14 Schedule Setup 61 Chapter 10 - Consistency 112
System Preferences 16 Creating New Schedules 62
Email Setup 19 Roles 64 Approval Processes 113
Companies 67 Viewing Approval Details 120
Chapter 3 - Customizing User Groups 69 Best Practices for Approvals 121
Work Flow Setup 22 Portfolios 72 Reviewing Items
Program Creation 75 Awaiting Your Approval 122
Custom Statuses 24 Global Reports and List Controls 126
Chapter 7- Customizing the AtTask Shared Reports 127
Chapter 4 -System Preferences: Interface 77 List Controls 128
Work Setup 28 Custom Forms 130
Modifying Access Levels 78
Preferences for Projects 29 Layout Templates 83 Chapter 11- AtTask Support
Preferences for Tasks & Issues 33 & Services 134
Chapter 8 - User Setup 87
Chapter 5 - Time and AtTask Community 135
Expense Preferences 36 Importing Users and Education Services 136
Adding User Accounts 88 Support Services 139
Timesheet Preferences 37 Email Notifications 96 Consulting Services 140
Hour Types 41 Teams 97 Customer Success Program 141
Recurring Timesheet Profiles 43 Done Button 100
Bulk Timesheets 46
Expense Types 48 Chapter 9 - Request Queues and
Exchange Rate Preferences 50 Internal Support Systems 101
4
Chapter 1 Organizing Requirements
Objectives
After completing this chapter, you will be able to:
5
Determining Requirements
Successful implementations of AtTask require translating
requirements into system configuration choices.
The purpose of this chapter is not to train you on how to make all
the decisions you will need to make during implementation – this
is something an AtTask Consultant can do. Rather, this chapter
identifies questions you should be asking during the Discovery
phase of your AtTask implementation. It also provides a list of
common requirements; this list of requirements will be used
throughout the course as administration topics are presented.
Storyline
You have been assigned to set AtTask up for your organization, and are designated as the system administrator. Your responsibilities
include setting up your organization's instance of AtTask to make sure it works within the organization's defined processes.
8
Asking the Right Questions
The following represents the types of questions you should ask
your implementation team and other stakeholders. This list is not
comprehensive.
Initiative Review
∞∞ What problems are you trying to solve that prompted this
initiative?
Resource Management
∞∞ How are resources managed today? Please include any
documentation or illustrations for clarification.
Issue Management
∞∞ Will you be tracking issues against projects in the system?
Business Users
∞∞ Which departments/divisions will be involved in the initial
roll out? Which additional departments will be involved in
the final roll out?
∞∞ When are you expecting to roll out your first process to the
implementation team? Each additional process?
Reporting
∞∞ Describe in detail all the reports you plan to generate in
AtTask by group/department.
Other
∞∞ Describe additional requirements determined by your
desired work flow and/or corporate culture that may impact
your AtTask configuration.
Objectives
After completing this chapter, you will be able to:
12
My AtTask Application
System Preferences
13
Customer Preferences
The Customer object represents your organization, an AtTask,
Inc. customer. Several global options appear in this area of the
application.
From the Customer Info area, click the Edit Customer link in the
left side bar. The primary fields of importance are Time Zone,
and Locale.
Time Zone
This field represents the default time zone for your organization.
It will be the selected time zone as new users are created, but
can be modified for each user. It will set the outgoing date/time
format for the company.
Locale
The Locale field controls the date and number format used in
outgoing email messages. The value selected here acts as a
Supported Languages
default for new user creation, but can be modified on a user-by-
user basis so individuals in remote offices can view dates and
English French German
numbers in conventional formats familiar to their country’s
language. The Locale also controls the language format of
Spanish Japanese Chinese
outgoing emails. The list of supported languages is provided.
3. Make note of the values for these settings you will use in
your account of AtTask.
Use the space below to identify the settings you will use in your
account of AtTask:
Timezone
_____________________________
Locale
_____________________________
Security
Passwords
As System Administrator, you have the ability to set the
password complexity, frequency of password resets, and lockout
length for incorrect password submissions.
Access
The System Admin determines if users can access AtTask on
Mobile devices, how users will collaborate with external users,
and browser security.
Document Integrations
The System Admin can enable which document integrations
are available for users. Users will link their specific account by
providing permission between their account and documents.
∞∞ Password Complexity
∞∞ Session Timeout.
Use the space below to identify the settings you will use in your
account of AtTask:
Password Complexity
______________________________________
______________________________________
Session Timeout
______________________________________
Incoming Mail
Comments on a work item (issue, document, task, etc.) can be
replied to within AtTask or from an email message notifying the
user of the comment.
Sending Emails
Users can utilize the AtTask mail server (default option).
Alternatively, if preferred, your company’s mail server may be
used.
Testing
Testing both POP and mail server settings is encouraged to
confirm configurations.
Note:
Default Port should be set to 25, and 465 if SSL is enforced. It
should be grey when the default is not changed.
Objectives
After completing this chapter, you will be able to:
22
My AtTask Application
23
SCENARIO Custom Statuses
Your organization has decided to relabel some of the task status options and AtTask allows administrators to customize the status options
add two additional task options. The hope is to translate this part of AtTask into presented on Projects, Tasks, and Issues.
terminology your team members are already familiar with and to support your
unique process for identifying tasks that will not be completed. This customization provides flexibility to an implementation
team in defining statuses to meet an organization’s unique
Modify the task statuses to reflect the following requirements: needs and vocabulary. It is strongly recommended that custom
statuses are set up prior to a general roll-out of the software.
- - On Hold In Progress
3. Choose the cell that reads ‘Add a new status’, and input
‘On Hold’.
- - Canceled Complete
5. In the Key column, input ‘ONH’ and change the ‘Equates
With’ value to ’In Progress’.
6. Click into the cell that reads ‘Add a new status’, and input
‘Canceled’.
8. In the Key column, input ‘CAN’ and change the Equates
With value to ‘Complete.’
Dead In Progress
Idea New
On Hold On Hold
Planning Reopened
Rejected Resolved
Won’t Resolve
1. Status:
Once changes are complete, go to an issue on the Cruzer Project and observe the changes.
2. Priorities:
∞∞ ‘No Customers’
∞∞ ‘One Customer’
∞∞ ‘Several Customers’
∞∞ ‘All Customers’
Objectives
After completing this chapter, you will be able to:
28
SCENARIO
Preferences for Projects
The Project Preference page impacts the properties of projects
When creating new projects, your organization wants all projects to and their sub-units (tasks and issues).
begin in ‘Planning’ status.
When defined well, project managers can spend less time
setting these values as they create new work items and can get
right to planning.
Project Status
To Set the Default Status of New Projects
1. Open the Project Preferences section on the Setup area.
As already identified, projects will be created in the Planning Calculate Performance Index
status. While in this phase the WBS will be planned. System administrators can set whether Hours or Costs recorded
on projects will be used to calculate the Earned Value Metrics
When the project status is changed to Current, you want the such as Cost Performance Index (CPI) and Estimated Actual
system to create a baseline automatically. The baseline will be Cost (EAC). For example, if hours are used make sure costs are
used to measure current progress and scope creep against the either associated with job roles (best practice) or with each user.
originally approved plan.
Cost Type
This field is used to calculate planned and actual cost estimates
for a task. When set to No Cost, hours planned and actual
hours recorded will not generate a cost estimate for the task.
Furthermore, work on the task will not contribute to project-
level costs.
To Set the Default Revenue and Cost Types for New Tasks
1. Open the Tasks & Issues preferences section.
Actual Dates
When a user creates or completes a task (or issue) rules are
established to indicate what the desired dates for these items
should be. For instance, your organization wants to track all
information in real time, managers want to know the actual start
date of a task and have that information reported rather than
using the planned start date.
Objectives
After completing this chapter, you will be able to:
36
SCENARIO
Timesheet Preferences
An important part of preparing timesheets for end users is
People accessing timesheets need the ability to: setting Timesheet and Hour Preferences.
∞∞ Record time at the project level These preferences will determine the fields that appear on each
timesheet.
∞∞ Record future time
To set timesheet preferences go to:
∞∞ Record expenses toward work items Setup › Timesheet & Hour > Preferences
Some options are set by default for AtTask accounts. Review the options in To Update Timesheet and Hour Preferences
the Timesheets & Hours Preferences. Where the option is not set according 1. Navigate to the Timesheet page.
to the requirements listed above, update the setting.
2. Locate the preferences section containing the field that
needs to be enabled or deactivated.
4. Click Save.
Planned Dates
When set to ‘Yes’ the timesheet will include tasks and issues that
have either a Planned Start Date or Completion Date that falls
within the time frame of the project.
Projected Dates
When set to ‘Yes’ the timesheet will include tasks and issues that
have either a Projected Start Date or Completion Date that falls
within the time frame of the project, even if the planned date of
the issue or task falls outside of the timesheet date range.
3. Y
ou want to have timesheets display work within 3
weeks of the timesheet’s dates.
4. Y
ou want to have timesheets display work with both
planned and projected dates within the timesheet’s date
range.
2. Click the ‘Add More Hour Types’ link below the table.
6. Click Save.
The Scope field is used to identify hour types from the generic
(general) option or one that is tied to projects and tasks.
Hour Type
Enter a name for the hour type in the Hour Type field (this is
required). The value entered here displays as the hour type label
on hour entry and hour reports.
Description
Enter a description, as needed.
Scope
Scope field controls whether the hour type created is used for
General Hours or project specific. This means the label will be
available at the project, task, and issue hour-entry screens.
Count As Revenue
The Count As Revenue radio button indicates if the revenue
preferences defined on a task should be ignored when the hour
type is coupled with hour entry.
Is Active
Checking the ‘Is Active’ check-box will make the hour type
active. This provides the same result as clicking the Enable light
bulb icon from a list of hour types.
Users in the IT department need a timesheet profile to generate The timesheet profile identifies the duration of the timesheet
monthly timesheets. As a cost center, IT’s work does not need to have based on normal pay period types (Weekly, Bi-Weekly, Semi-
the same degree of oversight, so no approver is necessary. Monthly, and Monthly). When the profile becomes associated
with a user, AtTask generates new timesheets automatically,
reducing the administrator’s need to create new timesheets
each pay period.
4. From the Pay Period Type field, select the Weekly option.
Name
Enter the name of the profile in the Name field. This is a
required field.
Description
Enter a description to identify to other administrators the
purpose of this recurring timesheet profile.
Starts On
The ‘Period Starts On’ will change depending on the pay period
Weekly and Type.
Start Date
Enter an Effective Start Date in the field, or click the calendar
icon to choose a date.
Approver
Choose an approver from the Approver drop-down. An
approver has the authority to approve or reject a timesheet after
it is submitted. Click the search icon to find an approver that
does not appear on the list.
Meeting Time
Travel Time
Research Time
6. Click Save.
∞∞ Rates are used for labor cost and revenue calculations and
will be used in the future for reporting purposes.
5. Click Save.
Objectives
After completing this chapter, you will be able to:
∞∞ Establish schedules
53
SCENARIO
Event Notifications
As an implementation team (in discussion with your project managers) you
decide project managers should receive an email when… Event Notifications allow administrators to turn on email
notifications for users. When Event Notifications are enabled,
∞∞ Issues are added AtTask adds the item to the email notification list for users.
Each person has the ability to turn off individual notifications to
∞∞ Milestone tasks are completed match their preference for emails they receive from AtTask.
∞∞ Tasks’ progress status changes from ‘On Time’ to ‘Late’ to the projects System Administrators will want to consult with Project
they own Managers and Executives to identify which email notifications
best meet your organizations needs.
4. Indicate duration.
5. Save Changes.
Frequency of Notifications
As a System Administrator you can determine how often a user
receives email notifications. This includes both Event Handler
notifications as well as Reminder Notifications. Frequency of
notifications can be set for either Daily or Hourly emails.
3. Set the time frame for when the email should be sent.
3. Select the object field, then identity the object you want to
track.
5. Click the ‘Edit’ icon to the right of the November 21, 2013
entry.
7. Set the start and end range to reflect the time that people
will be working.
He and possibly others working on the West Coast should also have the 2. Click on the New Schedule button.
normal corporate holidays built into the schedule:
3. Input a name for the schedule, identify the groups that
New Year’s Day Labor Day should have modification rights, and select the time
zone the schedule supports. DO NOT mark it as the
Presidents Day Day Before Thanksgiving (Half Day) default schedule; this will automatically assign it to new
users as they are created.
Good Friday Christmas Eve
4. Navigate to the Schedule tab.
Memorial Day Christmas Day
5. Select the Monday 9 AM cell and drag it to the Monday
Independence Day Boxing Day 12:30 PM cell.
Create a schedule called US West Coast.
6. Click the Monday 2 PM cell and drag to the Monday
5:30PM cell.
9. Click each day of the year where project work will not be
done because of corporate holidays.
Reason Tip
Users In Different Time Zones Create a master schedule with your Schedule and Schedule Exception tabs defined, then copy
that Schedule and change the time zone.
Offices With Different Holidays Create a master schedule, then create a copy of it, and then modify the Scheduled Exceptions
tab. You may also need to adjust the time zone for the schedule.
Part Time Employees You will then be able to modify only the Schedule tab, without having to set corporate holidays
again.
Schedule Description
User Whenever a user is assigned to a task, the schedule assigned to the user, combined with the user’s PTO
schedule, will be used for the given task.
Exception: When multiple users are assigned to the same task, and if any of the user schedules conflict,
AtTask will either:
Use the schedule assigned to the project where the task resides.
Use the schedule assigned to the default assignee of the task.
The behavior described in this exception depends on the preference set on the Project Management
Preferences page.
Project The project schedule is utilized when any of the following conditions are met:
Default Schedule The system default schedule will be used if no schedule has been set for the project and when the conditions
for using the project schedule are met.
Professional Services Roles Cost Rate Billing Rate Users can, and often do, have multiple job roles within the tool.
A user will have a default/primary role and other roles they may
Associate Consultant $25 $50 perform. By assigning a user a specific job role, you qualify
Consultant $50 $100 them to perform any task that requires the said job role.
4. Input the Cost Per Hour and Billing Per Hour for this
role.
Chapter 6—Roles 64
Cost Per Hour
SCENARIO When a task has a role-based cost rate and a job role assigned to
the task, this value will be used to estimate a planned cost and
The following roles have incorrect cost rates. the actual cost of the task.
Existing Roles New Cost Rate
Billing Per Hour
Consultant $65
When a task has a role-based revenue rate and a job role is
Project Manager $45
assigned to the task, this value will be used to estimate a
Sales $28 planned billing amount and the actual revenue of the task.
Representative
Max Users
Use the in-line edits to make the necessary updates. When max users are set, it limits the number of users who can
be assigned to the job role. By Default, a max user is set to zero,
allowing for an unlimited number of users to be assigned to the
job role.
Keep in Mind:
The Job Role name must be unique. If you are attempting to
import a job role that already exists in the system, you will
receive a message indicating you should check for duplicates.
2. Make any changes you need to make and click the Save
button.
Chapter 6—Roles 65
Practice
Exercises
1. Update the default schedule to change the timezone to
Eastern Standard Time.
7. Input Cost and Billing rates for each job role created.
Chapter 6—Companies 67
Practice
Exercises
1. Create a company to represent your organization
so during user creation you can make manager-
subordinate relationships.
∞∞ Acme co.,
∞∞ XYZ, Inc.
∞∞ Marketing When creating a user profile, you should add that person to the
appropriate group. This gives the user abilities to access objects
∞∞ Professional Services associated with the group. For example, if you associate a new
template project with an IT group, then users who are in the IT
∞∞ Information Technology group can access that template. Users in the marketing group
will not be able to access the template.
Remember:
Group membership impacts what a person can see. Most default
access levels do not allow project collaborators to view work
items on projects associated with other groups unless they are
specifically on the project team.
Development
PMO
Professional Services
Marketing Design
What is a Portfolio?
A portfolio is a collection of projects competing for the same
resources, budget, and schedule slot. The projects in a portfolio
are similar enough that they would use the same Resource
Pool and are measured against the same scorecard. This
often means there is a 1:1 relationship between Portfolios and
Resource Pools.
Chapter 6—Portfolios 72
What is a Program?
A program is essentially a subdivision of projects in a Portfolio.
Programs allow Portfolio Managers to delegate certain
responsibilities (i.e., Business Case completion, or Business
Case approvals) to Program Managers.
General Examples:
Programs are based on projects grouped by a common goal,
such as increasing customer base, product improvement, client
retention, decreasing costs, etc.
Chapter 6—Portfolios 73
To Access the Portfolios area, go to Projects › Portfolios
To Create a Portfolio
1. To get to the Portfolio page, navigate to the projects area
and select the portfolio tab.
Chapter 6—Portfolios 74
Program Creation
Similar to Portfolios, programs can also be used to organize
projects in AtTask. Programs must be associated with a
portfolio. A Program is subcategory of a Portfolio.
5. Choose Save.
Marketing
Professional Services
Quality Assurance
Process Improvement
Systems Stability
Objectives
After completing this chapter, you will be able to:
77
Default Access Levels Modifying Access Levels
Name Rank Explanation
Access Levels are applied to user profiles to determine
System Administrator 99 User can have administrative access to AtTask and
what a user is able to see and do inside AtTask.
can access all functions and information. Very few
users should have this set of permissions.
As an administrator, you have the ability to create a
copy of an existing Access Level and modify a copy
Multi-Group 85 User can access all AtTask information and functions
to restrict or grant access to meet your organization’s
Administrator within any of the assigned groups.
security requirements.
Group Administrator 80 User can access all AtTask information and functions
within this user’s home group.
Executive 60 User can view everything, but can only edit his or her
own tasks, documents, and issues.
Project Manager 50 User can access and edit information and functions
within this person’s own projects.
Individual Contributor 25 User can access and edit information and objects that
are directly assigned to this person.
Team Member 25 User can access and edit information and objects that
are directly assigned to this person.
Timesheet User 10 User can view only limited project information. This
access level requires only a Limited-Use license.
Help Desk Requester 5 User can only submit help desk requests, and requires
only a help desk requester license.
4. Click Save.
Definitions
Access Area Access Areas allow administrators to review the permissions for an Access Level on an object-by-object basis.
Help Article Link: https://help.attask.com/#url=/index.php/node/load/107
Access Action Combined with the Access Scope, Access Actions determines the activities a person can perform. The actions common to
most Access Areas are:
∞∞ Add
∞∞ Delete
∞∞ Edit
∞∞ View
Some Access Areas provide additional activities, such as:
∞∞ Change Status
∞∞ Custom Data
∞∞ Request
∞∞ Update
Help Article Link: https://help.attask.com/#url=/index.php/node/load/106
Access Scopes Combined with Access Actions; Access Scopes determine the criteria for permissions assigned.
Help Article Link: https://help.attask.com/#url=/index.php/node/load/119
The implementation team has determined that the default Project 2. Name it Goal Sports Project Owner.
Manager access level is too strong. It gives the project managers the
ability to add tasks and modify task details on any project where they 3. Go to the Access Scopes tab.
are member of the project team.
4. Select Task from the Access Area drop down.
Create a Project Owner access level that only allows a project manager
to add and edit tasks on projects where he/she is the project owner. 5. Change the Add, Edit, and Delete actions to the Owned
by Me Project Tasks access scope.
7. Click Save.
∞∞ AtTask Home
4. On the Set Details tab, set the default login Area.
On Login
Determines the default login area for the user. For example, My
Work will take the User to the My Work area each time they log
in—this will be their home screen.
Customize Tabs
A Maximum of six viewable tabs can be placed on any global
area or page setup. The default tab will be the farthest tab
option on the left. Any additional tabs will reside in the More
drop-down.
Customize Lists
This section allows the customization of list controls within the
different reports. As the System Administrator, you can specify
what Views, Filters, and Groupings you want to have available
on a report type using the Layout Template. Customized
reporting elements or standard elements can be incorporated
into the template for use. Add to a menu by selecting the Add
Filter, View, or Grouping link and search for the element you
wish to incorporate.
Assign People
Layout Templates can be assigned to specific users, job roles, or
teams of people. By assigning a template to a job role or team,
any user with that classification on their profile will have the
template automatically applied to their settings.
Navigate to the Customize Lists tab and hide the “Over Cost
Budget” filter.
Objectives
After completing this chapter, you will be able to:
87
Importing Users and Adding
SCENARIO
User Accounts
The Development group needs to add a scrum team with four individuals that
do not have user accounts.
User Names Email/Username Access Level Group Creating user accounts is easy. When users are created, a
System Administrator can invite them to join AtTask (they
Adam Michaelson am.test@attask.edu# Project Manager Development
create their own password) or set them up with a password.
Jason Waters jw.test@attask.edu# Team Member Development
Jesse Dowdle jd.test@attask.edu# Team Member Development To Access where people are added navigate to People › People
Sean Stephenson ss.test@attask.edu# Team Member Development
To Import Users
Additional requirements for these user accounts will be provided in the 1. Navigate to the People page.
subsequent lessons.
2. Select the ‘New Person’ icon.
2. Select the user who will serve as the template, mark the
check-box next to the name.
3. In the light box, provide the new user name, email and
access level.
Adam Michaelson
Jason Waters
Jesse Dowdle
Sean Stephenson
Natalie Johnson
Paul Hancock
Adam Michaelson Project Manager Goal Sports However, several users can be edited at the same time
Jason Waters Team Member Goal Sports through Bulk Editing. Bulk Editing is the same as editing
Jesse Dowdle Individual Contributor Goal Sports an individual user, except multiple users are updated at a
Sean Stephenson Team Member Goal Sports single time.
9. Click Save.
When a person is given a default job role, the job role is also
assigned as one of the selected options in the Job Roles field,
which shows all job roles the individual can fulfill. In Ray’s case
he shouldn’t have been assigned as a Support Engineer, so he
needs this option to be deselected in the Job Roles field.
Adam Michaelson
Jason Waters
Jesse Dowdle
∞∞ The status changes on one of my work items To Update Your Email Notifications Preferences
1. Click your avatar in the Global Navigation Bar.
∞∞ I get a new work request
2. Select My Settings.
∞∞ A Document upload request is fulfilled
3. Navigate to the Preferences Section.
5. Click Save.
∞∞ Pam Reynolds
Chapter 8—Teams 97
Teams
SCENARIO
To navigate to the Teams Area go to People › Teams
The following departments will be using AtTask to manage their unique
projects: To Create a Team
1. Navigate to the Teams Page.
∞∞ Development
2. Select the ‘New Team’ Button.
∞∞ Marketing
3. Identify a Team Name.
∞∞ Professional Services
Review the groups already created in your demo accounts of AtTask 4. Identify team members.
and add the missing groups.
5. Provide a description (Optional).
Chapter 8—Teams 98
Team Settings
Once teams are defined, team settings help define the team
home and work flow to meet the work process.
Views
The structure of the My Work and the Requests areas can be
customized to reflect information important to users.
Chapter 8—Teams 99
Done Button
The Done button allows System Administrators to control
which status options appear when a Team Member finishes a
task.
4. From the list below, select the status you want to appear
when your team members finish a task. You may select
more than one option if you want a variety of statuses
to apply to a finished task or issue. Be sure to save your
changes.
Objectives
After completing this chapter, you will be able to:
101
Issue Management Overview
Your organization’s implementation plan for AtTask should
include strategies for providing internal support to your user-
base.
You can set up any kind of queue you want. Many organizations
have multiple queues to meet their particular needs. These
queues are internal and specific to your organization. Do not
confuse the Request feature with AtTask Support.
9. In the New Issue Fields section, identify the fields you
want displayed on the Request Form page.
11. Click Save.
Queue Types
Publish as Help Desk: Selecting this option makes the Request
Queue Active.
Default Duration
The default duration for incoming issues is set.
Default Form
Choose a custom data form to be attached to all requests
submitted to the queue. Use this if custom information needs
to be entered. If no issue form exists then the default form will
not appear on the request form.
Selecting the No Users option does not allow any user to see
non-selected fields.
When multiple Topics are routed to the same person or job role,
the Routing Rule only needs to be created once for the project.
Route to Project
Usually if an issue is submitted to a help desk, you want that issue to be
routed to the Help Desk project. Therefore, from the Route to Project drop-
down, you select that project; however, it is possible to route the issue to
some other project using this drop-down menu.
Name and Description For example, an IT request queue is created, and users need to
Enter a name for the topic. This is a required field. Enter a description indicate if it’s a software-related problem or hardware-related
to explain whom accessed this area and what the topic is meant to problem, create queue topics called Software Problems and
do. Hardware Problems. When a user submits an issue, they select
one of these topics. Based on the topic chosen, the form will
Default Category display different custom data and issue types, and the new
This will add custom data fields to your queue topic. This category issue will be assigned different duration and routing rules.
and its parameters must be set up before the topic is defined.
To Create the Access Level Change Queue Topic
Parent Topic 1. Navigate to the Request Queue project.
Your queue topics can be hierarchical. If you already have topics in
the system, and you want to make this queue topic a subtopic to one 2. Select the Queue Setup Tab.
of those topics, you can do so with the Parent Topic menu.
3. Select the Queue Topic sub tab, ‘New Queue Topic’
Default Duration button.
The Default Duration sets an automatic duration period for each
incoming issue. 4. Input a Name for the topic (Access Level Change). This
is the value displayed in the Topic drop down on the
Default Route New Issue form.
The Default Route comes from routing rules that have been set up
earlier, as you did in the previous section. 5. No categories have been created to support this queue
yet, so leave the Default Category value as ‘N/A’.
Issue Types
Choose one or more issue types for the topic. The Issues option is 6. Input an appropriate duration for this type of request in
selected by default. You can also choose Bug Report, Request, or to the Default Duration field.
Change Order.
7. Select the appropriate Routing Rule for the Default
Route drop-down.
Objectives
After completing this chapter, you will be able to:
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Approval Processes
While each task is integral for project completion, certain tasks
may become more important than others and hinder progress
on the project until the task is completed properly.
Approvals Settings
When establishing global approvals, System Administrators
can choose to add time to a work item’s planned duration to
account for the approval process.
To Approve an Item
1. From the My Work page, select the Approvals tab.
4. Click Save.
Requirement
Team members think there are too many options in the view and filter The List Controls area gives the System Administrator, the
drop downs for task reports. Their managers want additional views and option to share reporting elements you may have created with
filters in their list menus. other resources in the system.
The following table shows the results of your findings for the Task object There are two levels of list controls. Use the List Controls to
and only two of your many implementation roles. determine which reporting elements should be common to all
users.
Yes
Objectives
After completing this chapter, you will be able to:
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AtTask Community
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You can join an existing group, or create a new group that others
can join.
Join a group by clicking the ‘All Groups’ tab. From the list, select
the group you wish to join. Select ‘Join Group’. View your groups
on the ‘My Groups’ tab.
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VP of Customer Success
gwendolynsmith@attask.com