TASKTRAK USER GUIDE. Page 1

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1 TASKTRAK USER GUIDE Phoenix Building Suite 4, 670 Canterbury Road Surrey Hills VIC 3127 p: e: w: Page 1

2 Contents Introduction... 3 User Logins & Passwords... 4 Additional Users/Logins... 4 Tasks... 5 Logging in... 5 Submitting a Task... 5 View Tasks... 7 Task Status Definitions... 7 Filtering Tasks... 8 Replying to or amending an existing Task... 8 Closing a Task...11 Logging out...11 Page 2

3 Introduction Acacia Consulting Services have an online portal for clients to utilise for all enquiries. TaskTrak will keep full track of all enquires from time of logging to resolution. This portal will be utilised to submit all Support, Account, Sales and General Enquires. You will be provided with an individual Task number for easy and comprehensive tracking of each enquiry. Acacia is very pleased to offer this service to our clients. We expect this will become the main form of interaction to allow full and up to date observation of all outstanding issues. This User Guide outlines how to use the Acacia Consulting Services Tasktrak system including detailed instructions on submitting and replying to support tasks. Page 3

4 User Logins & Passwords Change/Update your Password Update your Name, & Password by selecting the My Profile icon. If you have forgotten your password and cannot login then you can click on the Click here if you have forgotten your password located on the login screen. This will then prompt you to fill in your Address to reset your password. Additional Users/Logins You can have multiple logins with this system. Each user login will be unique and can either be set so they can only view their own tasks or be an administrator of your Task List and view every task any user sets up under your company name. Each user login will be assigned to their specific address which means they will receive the progress s specific to their task. All additional users will need to be created by Acacia so please contact us on and speak to Administration or submit a new Task. Page 4

5 Tasks Logging in 1. You can either logon by using the link on the Acacia Consulting Services website Or by going to the portal directly 2. Log in with your Username and Password which was provided to you. 3. Once logged in you should be redirected to your list of current tasks which are outstanding. Submitting a Task Choose Create Task via the top menu. The below task information screen will appear: Tip: When you click on some of the fields, a brief description will appear on the right hand side of the screen. This can assist you entering the required information for your Task. Page 5

6 All fields need to be completed to successfully submit a Task. Once all fields are completed, click on Create. If you would like to add an attachment, the option will be available to you once the task has been created. Field Description 1 Subject Enter a short title for your support query 2 Task Description Enter a detailed description of your query 3 Quote Required Please select whether you would like the consultant to give you a quote prior to commencing any work Select the product that you require assistance for: 4 Product 5 Contact 6 Priority Your name or the name of the person that Acacia needs to liaise with regard to the task. Priority fields are the same as the Acacia s Service Level Agreements (SLA s) Priority Levels and should be selected accordingly. Critical Stops or disrupts a key business process High May significantly disrupt key business Standard Creates minimal business or financial exposure 7 Create Low Nil to minor inconvenience Once all fields are complete click on Create. Your task is successfully submitted when screen shows that Task is Page 6

7 Field Description saved and provides you with a unique Task ID. View Tasks Once tasks are submitted successfully, they can be viewed by clicking on Return to Task List or click Tasks up the top of your screen. You also have the option to Edit the Task if required. From the Tasks screen you are able to identify the following: Field Description 1 Task You can view the Task Title and Task ID 2 Status This field is updated by Acacia. Full Task Status Definitions are listed on the following page for your reference. 3 Assigned to This will show the Acacia Consultant that has been assigned the task to help resolve your issue. If you need to contact us via telephone in relation to your task please refer to this nominated consultant. Please remember to quote your Task Number. 4 Date You are able to view the due date selected and the date the Task was created. Example Task Status Definitions Status New - Unassigned In Progress Awaiting Client Description Default status for all new tasks entered prior to being assigned to an Acacia Consultant. Task has been allocated to a Consultant and is in progress Documentation, information or authorisation is required from Page 7

8 Status Completed Description the client that has not yet been received. Issue has been resolved, or client no longer needs assistance and no further work is required. Note: Any chargeable work up to this point will be invoiced. Note: By default, Tasks will not show any Completed Tasks, however you can choose to Include Tasks Closed in the list by selecting the drop down menu on the top of the screen. Filtering Tasks When clicking on the title/heading you can filter or sort by that column. Replying to or amending an existing Task To view all information of your submitted Task/s: Click on the Task you would like to edit or reply to The following screen will open to show all associated information relating to the task. Page 8

9 If you would like to make a query or have any questions in relation to a task you can submit by clicking on Query Task button. You will then need to enter a description as to why you are querying this task in the Reason box as shown below. If you would like a copy of your query sent to your you can select the option to Send me a copy of this and once complete, click on Send. Once the consultant has responded you will be able to view the response within the task. You will also be ed any responses that are entered by the consultant. Page 9

10 You can also Create Task Log to note any important information for yourself or the consultant that you would like to note. If you need to add any attachments to your Task you can do this by selecting Upload Attachment. You must type in a name for the file to attach. Once a name is given you can click on Browse to select attachment/s and you can also put in a description if required. Page 10

11 Closing a Task Generally, Acacia Consultants will close the tasks once work is completed or your issue is resolved. Consultants may also close a task if a quote has been provided and we have not received a response within 14 Days. If you would like to close the Task however you can do this by clicking on the Request Close button and by providing a reason as shown below. Enter a Reason as to why you are closing the Task and click on Send. If you have resolved the task yourself please indicate this in the Reason field. The consultant will then mark the Task as Completed unless they feel something further is required. If all complete the task will be removed from your Open Tasks list. Logging out When you have completed all Task activites you can log out by selecting the Logout button located in the top right hand side of the screen. Page 11