--- id: CON-CRM-ACT-003 name: Task feature: FEAT-CRM-ACT-03 product_area: crm module: activities-tasks revision: 2 status: draft product_intent: proposed implementation_evidence: observed source_sha: services-crm: a8d1364f1dd44b723bb5f9acba12f983e9ec8d69 react-console: baf6dae382d6f41dce976c7f848667ccc37e076f definition: >- A task retains work to be managed, its context and its routing to a holder, queue or candidate role until a closing decision. owned_by: MOD-CRM-ACT synonyms: - work item not_to_be_confused_with: - An interaction record - An attention item - An application workflow step facets: - name: Task type meaning: 'Workspace classification such as General, Follow-up or Call.' used_for: Grouping and filtering the kind of work. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: Status meaning: >- Open, Waiting for someone else and Deferred work, or Completed and Cancelled closure. used_for: Separating work in progress from closed decisions. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: Priority meaning: 'Low, Normal, High or Urgent, defaulting to Normal.' used_for: Distinguishing relative urgency. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: Task date and due date meaning: The task’s calendar date and optional deadline day. used_for: Timeline positioning and overdue evaluation. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: Holder and assignment record meaning: 'The user holding work, with assigning actor and time.' used_for: Personal and delegated-work views and accountability. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: Queue place meaning: The selected shared queue and recorded entry instant. used_for: Arrival-based shared-work ordering. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: Offered role meaning: A candidate security role for unqueued claims. used_for: Making work available to eligible role holders. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: Closing record meaning: Actor and time for completion or cancellation. used_for: Explaining the decision that closed work. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: What it is about meaning: Related CRM records and an optional cross-application subject. used_for: Keeping work connected to the records it concerns. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: Workflow origin meaning: The workflow creation reference retained by the task. used_for: Recovering the existing task on repeated creation. provenance: observed source: >- services-crm:modules/tasks/db/tasks.table.ts; services-crm:modules/tasks/db/task-queues.table.ts - name: Waiting order meaning: The task’s entry instant in its present queue. used_for: Preserving arrival position through edits and releases. provenance: observed source: >- services-crm:modules/tasks/db/task-queues.table.ts; services-crm:modules/tasks/db/tasks.table.ts - name: Claim and release meaning: Reservation of shared work and return to availability. used_for: Preventing simultaneous winners while permitting hand-back. provenance: observed source: >- services-crm:modules/tasks/db/task-queues.table.ts; services-crm:modules/tasks/db/tasks.table.ts - name: Queue responsibility meaning: Oversight assigned for one queue or broader queue work. used_for: Selecting overdue audiences for unclaimed work. provenance: observed source: >- services-crm:modules/tasks/db/task-queues.table.ts; services-crm:modules/tasks/db/tasks.table.ts - name: Active switch and order meaning: Queue availability in selectors and its configured list position. used_for: Presenting and retiring queue choices. provenance: observed source: >- services-crm:modules/tasks/db/task-queues.table.ts; services-crm:modules/tasks/db/tasks.table.ts relationships: - to: CON-CRM-ACT-004 statement: 'A task can name a shared queue, represented within the Task concept.' provenance: test source: >- services-crm:modules/tasks/tests/e2e/tasks.e2e.spec.js#refuses the delete of a task queue a task waits in (409) - to: CON-CRM-ACT-005 statement: >- Related task work enters the record timeline only with task read authority. provenance: test source: >- services-crm:modules/activities/tests/integration/services/persistence/activities.queries.integration.spec.js#leaves the tasks out for a caller who may not read them - to: CON-CRM-ACT-001 statement: An initial activity save can create a follow-up task. provenance: test source: >- services-crm:modules/activities/tests/integration/services/persistence/activities.integration.spec.js#creates the follow-up task it is asked for, about the primary contact and the organization, due the type’s follow-up days after the activity lifecycle: - state: open meaning: The work remains available to manage. how_it_changes: Creation or reopening places it here. - state: waiting for someone else meaning: Work remains outstanding while another person is needed. how_it_changes: An ordinary edit selects this open standing. - state: deferred meaning: Work remains outstanding for later attention. how_it_changes: An ordinary edit selects this open standing. - state: completed meaning: The interaction or work has reached completion. how_it_changes: Completion is recorded through its supported action. - state: cancelled meaning: The interaction or work is abandoned. how_it_changes: Cancellation records that standing. acted_on_by: - CAP-CRM-ACT-010 - CAP-CRM-ACT-011 - CAP-CRM-ACT-012 - CAP-CRM-ACT-013 - CAP-CRM-ACT-014 - CAP-CRM-ACT-015 - CAP-CRM-ACT-017 - CAP-CRM-ACT-002 - CAP-CRM-ACT-018 visible_to: - ACT-CRM-001 - ACT-CRM-002 - ACT-CRM-003 - ACT-CRM-006 - ACT-CRM-007 evidence: - >- The pinned service sources cited by the concept’s relationships, facets and acting capabilities supply its observed context. - >- The pinned console sources cited by the concept’s relationships, facets and acting capabilities supply its observed context. - >- The pinned service sources cited by the concept’s relationships, facets and acting capabilities supply its observed context. - >- The pinned console sources cited by the concept’s relationships, facets and acting capabilities supply its observed context. supersedes: - CON-CRM-ACT-004 --- # Task ## What It Is A task is the customer’s continuing record of work to be managed. Calling a member, preparing a meeting packet or reviewing an application can each become a task. The title identifies the work for staff, while description, type, priority and dates supply context. The task’s identity persists when that context changes or when the related person or organization is removed. A coordinator can create work directly, request a follow-up while logging an interaction, or receive work created through an application process. The task can identify a related contact and organization and, for application work, a subject record in another part of Rhythm. A person can hold it, it can wait in a queue, or it can be offered to holders of a security role. ## What It Is Not A task is distinct from an activity. It tracks work and its closing decision rather than recording an interaction. The reminder for an overdue task is another presentation of its condition and grants no task authority. A workflow may create or close work, but the workflow step and its execution remain owned by the application process. A queue and a role offer both route tasks, but serve different purposes. Queue routing shares work without asking Platform to evaluate the candidate role. An unqueued role offer asks Platform to confirm eligibility at claim time. ## How It Is Used Workers start with personal or shared views, inspect a task in its drawer and decide what to do next. Coordinators assign colleagues or place work in queues. Claiming reserves shared work for one successful requester when several people act together. Release makes work available again without discarding its queue place or retained role offer. Completion and cancellation record deliberate closing decisions. Reopening restores editable work and clears the previous closing stamps. A stale screen cannot silently undo a newer closing action when the required version is supplied. Assignment remains weaker where callers omit a version, and valid-looking user references are not yet checked for workspace eligibility. ## Its Facets **Classification and priority.** Task types describe the kind of work, while priority helps staff distinguish urgency. The baseline catalog provides a starting point for customer configuration. **Status and closing attribution.** Open, Waiting for someone else and Deferred remain work in progress. Completed and Cancelled close it. Closing attribution records actor and time, but does not provide a full history of all task edits. **Task and due dates.** The task date supplies a calendar position. The optional due day supports ordering, timeline placement and overdue classification in the workspace calendar. **Holder and assignment.** The holder identifies who has the work, with assignment actor and time supplying accountability. A service can perform an assignment without becoming the holder. **Queue and arrival.** Queues are routing facets of Task. Their names, active settings and list order support customer teams. Each queued task retains its arrival time, which changes when it moves to another queue. **Claim, release and role offer.** Shared reservation prevents simultaneous winners. A candidate role can remain after claim so release reoffers the task. The console does not yet provide role-offer discovery. **Responsibility.** Queue responsibility supplies an overdue audience for unclaimed work when attention is enabled. Responsibility does not itself grant permission to claim or edit a task. **Subject and workflow origin.** Related records provide context. A workflow creation reference prevents duplicate task creation; later workflow actions are evaluated from current task state rather than a retained delivery identity. ## How It Relates Related contacts and organizations place work on their timelines. Activity logging can create a follow-up. Platform security supplies role evaluation, responsibilities identifies shared oversight, attention handles overdue items, and workflow execution delivers service requests. The task remains CRM’s record through those collaborations. ## What It Could Become The product should decide whether tasks need complete revision history and how role holders discover offered work. It should settle inactive configuration behavior and finish assignment eligibility checks. Queue distribution and escalation need an actual contract before their current controls can be treated as product behavior. Live reminder delivery and workflow integration also require proof beyond the local task tests.