Overview
You have a production schedule that is comprised of template tasks, but sometimes you encounter an ad-hoc task that needs to be completed for a case to proceed. This is where exception tasks come into play, allowing you to insert custom tasks into your existing production workflow.
What are Exception Tasks?
Conceptually, exception tasks are very similar to production tasks in their functionality and behavior. However, unlike production steps that are predefined as part of a production template, exception tasks are created on-demand to address specific, unique requirements that arise during case production.
Creating Exception Tasks
To add an exception task to a case, you need to specify the following information:
Template Selection: Choose an appropriate template that matches the nature of your exception task
Name: Provide a clear, descriptive name for the additional task
Description: Include detailed information about what needs to be accomplished
Due Date: Set the deadline by which this task must be completed
Click + Add Exception Task
Select Template from the dropdown
Select a Task Due Date
You can expand to view more information. Click on three dots menu on the right to start/cancel/finish and delete a task
Notification and Tracking
When an exception task is created, the assigned person can be automatically notified about the new task. This ensures that ad-hoc requirements don't get overlooked in the busy production environment.
If the assignee does not complete the exception task by the specified due date, Pilot will automatically create a Case Warning for this case. This Case Warning will appear in the activity tab, providing visibility into overdue tasks and ensuring that delays are promptly addressed.
Search Using Quick filters
Look for the column Has Exception Tasks -> select YES
Select the specific exception task
Search Using Advanced Filters
Advanced Filters -> + Add Filter Group to add Group 1
Clicking on Group 1, add which filters you need such as Assigned To, Title, and Due Date under Exception Tasks
Search in My Work page
From Homepage, click on Exception tasks assigned to you
Exception tasks on My Work page have the Document icon on the top right corner of the cards
