Follow-up tasks within a Workflow let you break down the management of a request into specific activities, each assigned to different agents.
As each task is handled, the request moves forward through the configured workflow.

• To create a follow-up task within a Workflow:

  1. Go to the Service Portal module from the Admin Panel.
  2. Navigate to Workflows.
  3. Create a new Workflow or edit an existing one.
  4. In the Workflow Builder, add a new component and select New Task.

     

  When you create the task, a side panel opens with the following configuration fields:

  Field	Description
  Name	Identifier for the task within the workflow.
  Description	Instructions so the agent knows what needs to be done.
  Responsible agent	User in charge of completing the task. An agent must always be assigned.
  Blocking task	Defines whether the workflow should pause until the task is completed or if it can continue running in parallel.

  Important:

  • If the task is blocking, the workflow won't move forward until the agent completes or cancels it.
  • If the task is not blocking, the workflow continues while the task is handled in parallel.

• When the workflow reaches a follow-up task, the system automatically performs the following actions:

  1. Creates a new task linked to the request.
  2. Assigns the task to the configured agent.
  3. Sets the initial status of the task to Assigned.

  From that point, the responsible agent can manage it from their panel until it's completed.

• Agents manage their tasks from the Agent Panel, in the Tasks section of the side menu.

  

  Main view

  • Table with all pending tasks.

  Task details

  • Clicking on a task opens a side panel.
  • From there, the agent can change the status of the task.
  • They can also access the associated request to review the context or interact with the requester.

  Within the request details the agent can see:

  • Service description.
  • Request information.
  • Original form submitted by the requester.
  • Comment wall.

  Additionally, the request details include:

  • Tasks section: list of workflow tasks with their status, responsible agent, and creation date.
  • Approvals section: approval status, responsible parties, and conditions.
  • Activities section: complete history of the request.

• Tasks can be in five statuses:

  • Assigned: the task was created and assigned to the agent, but hasn't been started yet.
  • In progress: the agent has started working on the task.
  • On hold: the agent needs additional information to continue.
  • Closed: the agent completed the task.
  • Canceled: the agent canceled the task (for example, if the request was canceled or the task is no longer needed).

This feature makes it easier to distribute work, coordinate between teams, and ensure every step of the process is completed in an organized way.