Sometimes an Issue should be split into separate Subtasks
with different properties, perhaps to be completed by different users.
For example,
setting up a new PC contains many tasks, including installing the operating
system, installing software, configuring an email client, etc. The
FootPrints Master Issue/Subtasks
feature allows you to create parent-child relationships between Issues
for complex processes, such as the new hire process, change management,
and other such Issues.
This topic describes creating Subtasks manually. For
information on defining Subtasks automatically as part of a Master Issue
template, refer to Master Quick Issue Templates.
Creating a Subtask of an Issue automatically makes the
originating Issue a Master Issue, with a parent-child relationship between
the Master Issue and the Subtask.
Note
The name of this feature is dependent on the name given to
records in FootPrints for the
system/Workspace. For
example, if the name "Ticket" has been defined for records in
the current Workspace, the parent Issue is referred to as a "Master
Ticket" throughout the Workspace. However, Subtasks are always referred
to as "Subtasks". For
consistency, all help files refer to the feature as "Master Issue"
and "Subtasks".
To create a Subtask of a regular FootPrints
Issue (and turn that Issue into a Master Issue), on the Details
page of an Issue, select Subtask.
If this
option is not available, you might not have write access to the Issue
or the Issue may already have other special properties that preclude it
from becoming a Master Issue and having Subtasks. Refer
to Restrictions for more information.
A second
menu appears with the following options:
Back—Return
to the main Details
toolbar
Create Subtask—Create
a Subtask of the currently displayed Issue
The Create
Subtask page is displayed, pre-filled with values from
the originating Issue, including contact information and Issue information
(Workspace fields). Edit the fields as necessary.
You can change the Title
of the Subtask. For
example, if the originating Issue was titled Setup
New PC, the first Subtask may be to Install
Operating System.
Fill in or make
changes to any contact or Issue information fields. For
example, if this task must be completed within two days, fill in the Due
Date field with a date that is two days from the current date.
This does
not affect the Due
Date field for the originating (Master) Issue, only for the new
Subtask.
Enter a Description
for the Subtask. This should describe the steps needed to complete the
Subtask.
Optionally attach
any files the Agent requires to complete the Subtask.
Assign the Subtask
to an Agent or Team. Subtasks
are not required to have the same assignees as the related Master Issue.
In fact,
Subtasks are a good way to assign a large Workspace to multiple users, defining
the task for each user or team to complete.
Email rules follow
the Workspace defaults unless you override them by selecting or deselecting
the email check boxes.
Click Save. The
Subtask is created and the originating Issue is now a Master Issue.
The Master Issue
and Subtask are listed with special icons on the FootPrints
Homepage. The
related Subtasks of the Master Issue are listed on the Details
page of the Master Issue. The
Master Issue to the Subtask is listed on the Details
page for the Subtask.
Additional Subtasks
can be created from the Details
page of the Master Issue by repeating steps 1–9
above. For
example, other steps in setting up a new PC may include Install
Software, Configure
Email Client, Configure
Network Card, etc. A
Subtask can be created for each of these tasks and assigned to the same
Team or Agent or different Agents/Teams.
Link to Master - Link this Issue to an existing Master
Issue or to another Issue.
To link
this issue to an existing Master Issue:
Select View Master Issues from
the pop-up window. A
second window with a list of existing Master Issues is displayed. The
Issue number and Issue title are listed as well.
Click the radio
button next to the Master Issue that you want to become the Master for
the current Issue.
Click GO. The
Master Issue number now appears in the Issue Number box of the Link
to Master pop-up window. You
can review the details of the Master Issue you selected by clicking on
View Details.
Click GO. The
current Issue is now a Subtask of the Master Issue you selected.
To link
this issue to any existing Issue:
Enter the Issue
number for the Issue to which you wish to link as a Subtask. You can select
from any existing Master Issue or any regular Issue that is not a Global
Issue, GlobalLink, Subtask, or Solution.
Click GO. The
current Issue is now a Subtask of the Master Issue you selected.
Note
If you input the Issue number of an Issue that is a Global
Issue, GlobalLink, Subtask, or Solution, an error message is displayed.