Editing and managing task lists

Changing a task list, and what happens to the tickets that are already halfway through the old version.

Changing a task list, and what happens to the tickets that are already halfway through the old version.

Edit a list

1. Open Admin Center, then Workspaces, then Tasks.
2. Edit the list: add, reword, reorder or remove tasks.
3. Save.

Tickets already in progress

Check what happens to open tickets carrying the old list before you make a change that matters. A ticket where five of eight tasks are ticked is a piece of work in flight, and an edit that reshuffles the list is confusing for whoever picks it up.

For a substantial rewrite, the safer route is a new list applied to new tickets, leaving the old one to finish what it started.

Keep it short

Task lists grow. Every incident adds a step, and nobody removes one. After a year you have a fifteen-item list that agents tick in one pass at the end, which is worse than no list because it looks like evidence.

Review it occasionally and ask which items have ever been the one that caught something. The rest are habit.

Retiring a list

Deactivate rather than delete where you can, so tickets that used it still read sensibly. A completed ticket referring to a list that no longer exists is a small mystery for anyone reading it later.

See also

• Creating task lists to guide agents through a ticket
• What approvals are and how they work