Convert a Service Ticket to a Task (and make sure it stays visible)
What happens when you convert a service ticket into a task in URBI Kore, why a converted task can disappear from your view, and how to keep it visible.
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Overview
Sometimes a service ticket is really day to day work that belongs in your task list, not in the maintenance queue. URBI Kore lets you convert a service ticket into a task in one click. This guide explains what happens after the conversion and how to make sure the new task does not get lost.
What happens when you convert
When you convert a service ticket into a task, URBI does three things:
It creates a new task with the same title, description, attachments, and property.
It removes the item from the Service Tickets list (it is now a task, not a ticket).
It carries over the assignee from the original ticket if one was set.
Why a converted task can seem to disappear
Tasks in URBI Kore are visible to the people they are assigned to and the collaborators on them. If the original service ticket had no assignee, the new task is also unassigned, and unassigned tasks do not show up in any teammate's task view by default. The task still exists. You just have to filter by "Unassigned" on the Tasks page or open the property to see it.
How to keep converted tasks visible
The cleanest fix is to assign the task to a person at the moment of conversion. You have two options:
Assign the ticket before you convert it. Open the service ticket, set the Assignee, then click Convert to Task. The new task inherits that assignee.
Assign the new task right after conversion. Open the Tasks page, filter by "Unassigned", find the new task, and set yourself as the assignee (or whoever should own it).
Finding a task that has already gone unassigned
If you have already converted a ticket and cannot find the task:
Go to Tasks in the left sidebar.
Open the Assignee filter and pick Unassigned.
You will see every task in the system that has no owner. Find yours, click it, and set yourself as the assignee.
You can also open the property the original service ticket belonged to. Every task linked to that property shows up under the property's Tasks tab regardless of assignee.
Coming soon
We are rolling out an update so that converting a service ticket to a task automatically adds the current user as a collaborator. That way you will always see your own conversions in your task view without an extra step.
Related
Add Assignees to a Task: https://intercom.help/urbi/en/articles/14292499-add-assignees-to-a-task
Create a Task: https://intercom.help/urbi/en/articles/14292489-create-a-task