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Tasks not included in Interactions within Service Console

Greg Barrass

Any reason why Tasks are not included in Interactions within Service Console - would be good to at least have option to include or exclude.

  • 0 Sugar Employee Badge

    Hi Greg, my guess is because a task doesn't have to be an interaction necessarily. For example, a task to "review SLAs" or "upgrade customer sandbox" wouldn't fall under that category. I do see your point that it could be nice to show those in the mix in date order though, depending on how much you use that module.

    -Brenda

  • 0 Sugar Employee Badge

    There are some changes coming to our timeline features - https://sugarclub.sugarcrm.com/dev-club/m/event-recaps - see the Q3 2021 session.

    I hope that over time there is more options in what to show in the timeline - at the moment its just the core communication channels.

    A potential work around, unless you want to extend the timeline dashlet to include tasks, is to use a list view dashlet on the service console - this will show the tasks associated with that case. You can sort by dates and can filter completed etc. Not quite the same but might help.

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    My error, there is a Tasks tab on the Cases Header Panel.