Automatic creation of Tasks from other modules

Hanna can automatically create a Task upon a change in the Lead, sales Opportunities, or project stage, or upon receiving a new Tickets module record. For this workflow, the administrator prepares a Task template and links it to the corresponding status or stage.

Lead stage

In the Lead stage, one or more Tasks templates can be selected. When a record is moved to such a stage, a background process prepares the Tasks and links them to the potential client.

Assignees are primarily taken from the template. If they are not specified in the template, the system can use the Lead assignees. Followers are passed from the template.

Sales Opportunities stage

A similar rule can apply when the Opportunities stage changes. The created Task is linked to the Opportunity. If assignees are not specified in the template, the primary and additional Opportunities assignees are used.

Project status and stage

Tasks templates can be assigned to a project status. The system initiates their creation only when the status actually changes. If the template lacks assignees, they can be inherited from the project members.

Tasks can also be created alongside a project stage when specific task templates are selected within the stage template. In this case, they are linked to both the project and the stage.

Tickets module

If the automatic conversion rule is enabled, a new email can generate a task for the assigned individuals. The title is derived from the email number, subject, and topic, while the description comes from the email body. Dates are determined based on the organization's end-of-business-day settings.

A separate rule can create a task upon receiving the client's first reply. If the email lacks an assignee, the task might not be created.

Configuration and testing

1. Prepare a simple task template with a clear test title.
2. Link it to a test stage, status, or project phase.
3. Modify a linked test record.
4. Wait for the background process to run and check for the new tasks.
5. Verify the title, dates, linked record, assignees, and followers. 6. Select the same stage again and verify that no duplicate is created.

Automated tasks run in the background, so saving the source record does not necessarily mean that Tasks has already been created. Wait, refresh the list of related Tasks, and check the result based on the template name, date, and linked record.

If an automatic task was not created

1. Check that a template is assigned to the specific status or stage. If you expect a task immediately after record creation, check the initial status, not only later sales stages.
2. Identify the actual trigger: record creation, a stage change, a project status change, or the client's first reply. Simply saving a card is not a universal trigger for all rules.
3. Check the template assignees and the staff who could be inherited from the linked record. A ticket rule may also require an assignee.
4. Look for the task on the linked record and in the main list after checking filters and visibility. It may have been created for another assignee.
5. If the configuration is correct and the actual triggering action occurred, record its time and ask an administrator to check background processing. Provide the source record, previous and new status, template, and expected assignee.

Do not move a live record back and forth between statuses just to retry automation: this may trigger other actions too. After an outage, do not assume that missing tasks have been recreated automatically. Before creating a missing task manually, check that it does not already exist; afterwards, verify its relationship, assignee, and due date.

If an administrator has confirmed the configuration but the Task is still not created, send Hanna Customer Support the source record link, trigger time and time zone, previous and new status, template, and expected assignee. Do not repeat the triggering action solely for troubleshooting.

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