TODO System Administration

This guide covers administrative configuration of the TODO system. For day-to-day usage, see the Managing TODOs user guide.

Related guides:

• Auto-TODO Rules - Automatically create and complete TODOs based on system events

Overview

The TODO system provides structured task management with:

• Configurable TODO types aligned to business processes
• Context-aware action and next step templates
• Repeating TODO rules
• Quick actions for common operations
• Auto-TODO rules for event-driven automation
• Department-based filtering
• Review workflows
• Assignment tracking

Administrators can configure templates, types, and rules to match your organisation’s processes.

TODO Fields

The fields below make up a TODO record.

TODO Details

Primary fields for the TODO, including subject, content, assignment and status.

Field	Description
Subject	Short summary of the TODO
Details
Users	Additional users involved
Departments
Status
Type
Next Step

Date Details

Due, not-before, expiry, and repeat scheduling.

Field	Description
Due Date
Snoozed Until
Expiry Date
Repeat Rule
Repeat Until
Completed Date

Review

Review requirements and reviewers.

Field	Description
Review Required
Reviewers (Users)
Reviewers (Departments)

System Information

Field	Description
Last Modified
Created
Created
Last Updated
Last Updated By
Auto Rule	If set, shows which Auto Rule created this TODO.

TODO Types

The system includes 19 pre-configured TODO types organised into three categories.

Core Process Types

General Default type for miscellaneous tasks.

Sales Sales activities, proposals, quotes, demos.

Billing Billing queries, invoice disputes, payment issues.

Provisioning Service installation, hardware orders, carrier provisioning.

Faults Service faults, technical issues, carrier escalations.

Department-Aligned Types

Account Management Customer relationship management, account reviews.

Credit Control Payment chasing, debt collection, payment plans.

Customer Services General customer queries and support.

Administration Internal admin tasks, document management.

Platform Support System maintenance, platform issues.

Data Protection GDPR requests, data handling, privacy compliance.

Object-Specific Types

Aligned to note types for consistency:

Customer Details Changes to customer information.

Number Details Number configuration, routing changes.

Account Account settings and configuration.

Connection New service connections.

Disconnection Service terminations.

Suspension Service suspensions and reinstatements.

Customer Query Customer questions and information requests.

Payment Payment processing and reconciliation.

Billing (Billing Run) Billing cycle tasks, invoice generation.

Managing TODO Types

Location: System Administration → TODO Types

Fields:

TODO Type Name Display name shown in dropdowns (maximum 40 characters).

Active Untick to hide this type from new TODOs. Existing TODOs keep their type.

Display Position Sort order in dropdowns. Lower numbers appear first.

Creating Custom Types

Click Actions menu → New TODO Type

Guidelines:

Use clear, specific names “Mobile Provisioning” not “Mobiles”.

Align to your departments or processes Makes filtering and reporting easier.

Choose display position carefully Group related types together.

Consider action/next step templates You’ll need to create these separately (covered below).

What happens:

• New type appears in dropdowns
• Available immediately for new TODOs
• Won’t have specific action/next step suggestions until you add them

Action Taken Templates

Pre-written phrases that appear in Action Taken dropdowns. These vary by TODO type and activity type to show relevant options.

Location: System Administration → TODO Action Takens

How They Work

When a user records an action, the dropdown shows only relevant phrases based on:

TODO Type Sales TODOs show “Sent Proposal/Quote”, “Negotiated Pricing” Faults TODOs show “Escalated to Carrier”, “Ran Line Diagnostics”

Activity Type Different options for Update Progress vs Snooze vs Complete

Department (optional) Filter by department if configured

Pre-Configured Templates

The system includes 80+ templates covering common scenarios:

Generic actions (all TODO types):

• Called Customer
• Spoke with Customer
• Sent Update Email
• Updated Internal Notes
• Escalated Internally

Sales-specific:

• Called Customer to Discuss Proposal
• Sent Proposal/Quote
• Updated Quote
• Negotiated Pricing
• Booked Demo

Billing-specific:

• Explained Charges to Customer
• Sent Copy of Invoice
• Raised Credit Note
• Set Up Payment Plan
• Chased Payment

Provisioning-specific:

• Submitted Provisioning Order
• Chased Provisioning Update
• Confirmed Install Slot
• Ordered Hardware/SIM

Faults-specific:

• Ran Line Diagnostics
• Rebooted Router/ONT
• Escalated to Carrier
• Checked Carrier Status
• Replaced CPE/Router

And many more. View the full list in System Administration → TODO Action Takens.

Creating Action Taken Templates

Click Actions menu → New TODO Action Taken

Fields:

Action Taken Text The phrase that appears in dropdowns (maximum 120 characters).

TODO Types Which TODO types show this option. Leave empty to show for all types. Example: Select “Sales”, “Billing”, and “Faults” to show only for those types.

Activity Types Which activities show this option. Select from the list:

• Update Progress
• Complete
• Done For Now (repeating TODOs only)
• Snooze
• Needs Review
• And others

You can select multiple activities if the template applies to several contexts.

Display Position Sort order. Lower numbers appear first.

Departments (optional) Restrict to specific departments. Select which departments should see this template.

Best Practices for Action Taken Templates

Use consistent language Match your organisation’s terminology.

Keep them short Aim for 3-6 words. “Sent Quote” not “I sent the customer a quote by email”.

Make them specific enough “Escalated to BT” more useful than “Escalated”.

Group by frequency Use Display Position to put common actions first.

Test the workflow Create a test TODO of each type and check the dropdown makes sense.

Don’t duplicate generic actions If an action applies to everything, don’t repeat it for each type.

Next Step Templates

Pre-written phrases for the Next Step dropdown. Work the same way as Action Taken but suggest what to do next.

Location: System Administration → TODO Next Steps

Pre-Configured Templates

The system includes 70+ next step suggestions:

Generic next steps (all TODO types):

• Call Customer Back
• Await Customer Response
• Send Update Email
• Schedule Follow-Up
• Try Again Tomorrow
• Try Next Business Day

Sales-specific:

• Follow Up on Proposal
• Send Revised Quote
• Chase Approval
• Prepare Contract

Billing-specific:

• Await Customer Confirmation
• Send Copy Invoice
• Set Payment Reminder
• Arrange Payment Plan

Provisioning-specific:

• Chase Provisioning Update
• Confirm Install with Customer
• Ship Hardware/SIM
• Schedule Engineer Visit

Faults-specific:

• Raise with Carrier
• Chase Carrier Update
• Request Customer Reboot/Test
• Arrange Engineer Visit
• Monitor for 24 Hours

And many more. View the full list in System Administration → TODO Next Steps.

Creating Next Step Templates

Click Actions menu → New TODO Next Step

Fields:

Next Step Text The phrase that appears in dropdowns (maximum 120 characters).

TODO Types Which TODO types show this option. Leave empty for all types. Works the same as Action Taken templates.

Activity Types Which activities show this option. Works the same as Action Taken templates.

Display Position Sort order within the dropdown.

Departments (optional) Restrict to specific departments.

Best Practices for Next Steps

Use action verbs “Call Customer Back” not “Customer Call”.

Be specific about timing “Try Next Business Day” clearer than “Try Later”.

Match your processes If you always escalate to a specific team, create that next step.

Consider the activity type Done For Now needs reschedule suggestions; Snooze needs waiting actions.

Balance generic and specific Some steps apply everywhere; others only make sense for certain types.

Repeat Rules

Repeating TODOs enable scheduled recurring tasks. When a user marks a repeating TODO “Done for Now” or “Complete”, the system automatically creates the next occurrence based on the schedule.

Location: System Administration → TODO Repeat Rules

Pre-Configured Rules

Weekly: From Creation (visible by default) Repeats on the same weekday as the original creation date. Example: Created on Tuesday → next TODO due next Tuesday.

Weekly: Every [Day] (hidden by default) Seven rules for Monday through Sunday. Always appears on that specific weekday.

Weekly: From Completion (hidden) One week after you mark it complete.

Daily: From Completion (hidden) Every day after completion.

Monthly: From Creation (hidden) Same day of month as creation. Example: Created on 15th → new TODO on 15th of next month.

Monthly: From Completion (hidden) One month after completion.

Monthly: First Working Day (hidden) First working day of each month.

Monthly: Last Working Day (hidden) Last working day of each month.

Working Day Adjustments

All rules include working day logic:

• If the date falls on a weekend, it moves to Monday
• If the date falls on a bank holiday (configured in system), it moves to next working day
• Monthly rules clamp to end of month (31st becomes 28/29/30 in shorter months)

Making Rules Visible

By default, only “Weekly: From Creation” appears in dropdowns to avoid overwhelming users.

To enable others:

1. Go to System Administration → TODO Repeat Rules
2. Find the rule you want
3. Edit it
4. Untick “Hidden”
5. Save

The rule now appears in the Repeat Rule dropdown when users reschedule TODOs.

Creating Custom Repeat Rules

Click Actions menu → New TODO Repeat Rule

Fields:

Name Short label for dropdown (e.g., “Fortnightly: From Creation”).

Description Explain how it works and what happens on bank holidays.

Mode How the system calculates the next date. Select from:

• Daily
• Weekly from creation
• Weekly on specific day
• Weekly from completion
• Monthly from creation
• Monthly on specific day
• Monthly from completion

Multiple How many periods to add. Usually 1, but set to 2 for fortnightly, 3 for quarterly, etc.

Day of Week For “Weekly on specific day” mode: Select the day (Monday, Tuesday, etc.)

Day of Month For “Monthly on specific day” mode: Enter the day number (1-31), or -1 for last day of month.

Working Days Tick to enable bank holiday and weekend adjustments.

Hidden Tick to hide from user dropdowns initially.

Testing Repeat Rules

1. Create a test TODO with subject like “Test Weekly Check”
2. Set the repeat rule you want to test (e.g., “Weekly: From Creation”)
3. Mark it “Done for Now” (this action only appears for repeating TODOs)
4. Check the new TODO appeared with correct due date based on the schedule
5. Verify it handles month-ends and bank holidays properly
6. Check the new TODO has same subject, type, and assignees

Example: If you create “Check call volumes” on Monday with “Weekly: From Creation”, marking it Done for Now creates a new “Check call volumes” TODO due next Monday.

Note: Done for Now is specifically for repeating TODOs - it marks the cycle complete and triggers the next occurrence. Complete works too but doesn’t emphasise the cyclical nature.

Review Workflows

TODOs can require review before completion, creating a two-stage approval process.

How Review Works

1. User creates TODO and ticks “Review Required”
2. They specify Review Users or Review Departments
3. When work is done, they use Actions menu → Send for Review
4. Status changes to “Needs Review”
5. Reviewer sees it in their Needs Review list
6. Reviewer can:
   • Mark it complete (work approved)
   • Send it back (needs more work)

Enabling Review

No system configuration needed. Users control this per-TODO by:

• Ticking “Review Required” when creating the TODO
• Selecting who should review it
• Using the Send for Review action

Review Permissions

Any user can:

• Create TODOs requiring review
• Send TODOs for review
• Review TODOs where they’re listed as a reviewer

Best Practices for Reviews

Use for high-stakes work Credit note approvals, pricing decisions, technical changes.

Assign specific reviewers “Review Users: Manager” better than “Review Departments: Sales”.

Set expectations Add notes saying what the reviewer should check.

Don’t overuse If everything needs review, nothing gets priority.

Review promptly Don’t let TODOs sit in Needs Review for days.

Quick Actions

Quick Actions provide one-click shortcuts for common TODO operations. Users see these as buttons when viewing a TODO.

Location: System Administration → TODO Quick Actions

Pre-Configured Quick Actions

Complete Marks the TODO complete immediately.

Done For Now For repeating TODOs - completes this cycle and creates the next occurrence.

Procrastinate Adds one day to the due date. Useful for deferring without losing track.

Skip Moves to the next TODO in the working list. Only visible during an active working list session.

Creating Custom Quick Actions

Click Actions menu → New TODO Quick Action

Basic Settings:

Name Button label shown to users. Keep it short and action-oriented.

Display Position Sort order for buttons. Lower numbers appear first.

Enabled Toggle the action on or off.

Scope (when this action appears):

Departments Restrict to specific departments. Users outside these departments won’t see the button.

TODO Types Only show for certain TODO types. Leave empty to show for all.

TODO Statuses Only show for certain statuses. Useful for actions that only make sense at specific workflow stages.

Next Steps Only show when a specific next step is set on the TODO. Useful for conditional workflows.

Behaviour (what happens when clicked):

Action Taken Automatically record this as the action taken. Saves users selecting from a dropdown.

Next Step Automatically set this as the next step.

Do Done For Now Trigger the Done For Now behaviour (for repeating TODOs).

Remove Snooze Clear the snooze date.

Date Adjustments:

Bump Due Amount / Unit Add N days, weeks, or months to the due date.

Bump Due Working Days Only count working days when adjusting the due date.

Bump Snooze Amount / Unit Adjust the snooze date by N days, weeks, or months.

Bump Snooze Working Days Only count working days when adjusting the snooze date.

Example: “Call Tomorrow”

Create a quick action that records a call attempt and reschedules to tomorrow:

• Name: Call Tomorrow
• TODO Types: Credit Control, Sales
• Action Taken: Called Customer
• Next Step: Call Customer Back
• Bump Due Amount: 1
• Bump Due Unit: Days
• Bump Due Working Days: Yes

One click records that you called, sets “Call Customer Back” as the next step, and moves the due date to the next working day.

Example: “Awaiting Response”

Create a quick action for when you’ve contacted someone and are waiting:

• Name: Awaiting Response
• Action Taken: Sent Update Email
• Next Step: Await Customer Response
• Bump Due Amount: 3
• Bump Due Unit: Days
• Bump Due Working Days: Yes

One click records the email, sets the next step, and reschedules to 3 working days later.

Best Practices

Keep names short Button space is limited. “Call Tomorrow” not “Move to tomorrow after calling customer”.

Group by department Different teams have different workflows. Create department-specific actions.

Use display position Put the most common actions first.

Test before rolling out Create a test TODO and verify the quick action does what you expect.

User Permissions

Who Can Create TODOs

Any user with “Add” permission for TODOs can create them.

Default: Most users can create TODOs.

Configuration: System Administration → User Permissions → TODO permissions.

Who Can Edit TODOs

Restriction: Only Expert Level 10+ users can edit existing TODOs through the Edit action.

Rationale: Prevents accidental changes to audit trail. Users should use Update actions instead.

Everyone can:

• Create new TODOs
• Complete their assigned TODOs
• Update progress
• Reallocate
• Add comments
• All the action forms

Expert Level 10+ can also:

• Edit TODO fields directly
• Change TODO type after creation
• Modify historical data

Who Can Delete TODOs

Nobody. TODOs can only be cancelled, which preserves the audit trail.

Viewing Restrictions

Users see TODOs that:

• They’re assigned to (in Users list)
• Their department is assigned to
• They created
• They have Expert Level 10+ access (see all)

Monitoring and Reporting

System-Wide TODO Metrics

Location: Reports → TODO Analytics (if configured)

Track:

• Open TODOs by department
• Overdue TODOs by user
• Average completion time
• TODOs created vs completed per week
• Types most commonly used

User TODO Summaries

Each user’s page shows:

• Assigned TODOs tab
• Count of open TODOs in their profile chip
• Warning indicator if they have overdue TODOs

Customer TODO Tracking

Each customer page includes:

• Open TODOs tab (right-hand summary)
• Full TODO History tab
• Count in customer overview

Department Dashboards

Configure the left sidebar to show department-specific TODO counts:

Location: System Parameters → Default Form Values → todolist

Add entries like:

{
  "Billing Open": {
    "statusID": [1,2,3],
    "todoTypeID": [21]
  },
  "Credit Control Overdue": {
    "statusID": [1,2,3],
    "todoTypeID": [52],
    "dueDateBefore": "TODAY"
  }
}

These appear in the left sidebar TODOs menu with counts.

Migration from Notes

The TODO system complements date-triggered notes rather than replacing them immediately.

Converting Existing Notes

Users can convert notes with action dates:

1. View the note
2. Add menu → Convert to TODO
3. New TODO created with inherited settings
4. Original note unchanged

Both Systems Coexist

Keep using notes for:

• Historical records
• Information storage
• Customer correspondence logs

Switch to TODOs for:

• Tasks that need tracking
• Work requiring assignment
• Recurring activities

Encouraging Adoption

Training:

• Show the sidebar TODO counts (visibility)
• Demonstrate context-aware suggestions
• Highlight repeat rules for regular tasks

Process changes:

• Update procedures to mention TODOs
• Add TODO creation to workflow checklists
• Lead by example at management level

Don’t force it:

• Let notes coexist
• Users will adopt when they see the benefit
• Some prefer notes for simple reminders - that’s fine

Troubleshooting

TODOs Not Appearing in Sidebar

Check:

1. User has permission to view TODOs
2. TODO is assigned to them or their department
3. Status is Open, In Progress, or Needs Review
4. Not Before date hasn’t hidden it

Context-Aware Suggestions Not Showing

Check:

1. TODO has a type selected
2. Action Taken/Next Step templates exist for that type
3. Templates include the current activity type ID
4. Templates aren’t restricted to other departments

Repeat Not Creating New TODO

Check:

1. Original TODO marked complete (not cancelled)
2. Repeat rule is active
3. User has permission to create TODOs
4. Check for errors in system logs

Review Workflow Not Available

Check:

1. TODO has “Review Required” ticked
2. Review Users or Review Departments populated
3. Current status allows Send for Review (usually Open or In Progress)

Advanced Configuration

Department Filtering

Restrict action/next step templates by department:

1. Edit the template
2. Select the departments in the Departments field
3. Save
4. Users in those departments see this option; others don’t

Use when:

• Different departments use different terminology
• Some actions only make sense for specific teams
• You want to reduce dropdown clutter

Custom TODO Statuses

Not currently supported. The system uses fixed statuses:

1. Open
2. In Progress
3. Needs Review
4. Complete
5. Cancelled
6. Expired (system use)

Contact platform support if you need custom statuses.

API Integration

API access for TODOs planned for future release. Currently internal use only.

Bulk Operations

Not currently available through UI. Contact platform support for:

• Bulk reassignment
• Bulk type changes
• Bulk cancellation
• Data exports

Auto Rules

Auto rules create and complete TODOs automatically in response to system events, so routine follow-ups don’t rely on someone remembering them. A rule defines the event it watches, the TODO it raises, when it is due, and who it is assigned to. Rules can also auto-complete a TODO when a matching event resolves the original trigger.

Details

Name and enable this auto rule.

Field	Description
Enabled	Turn this auto rule on or off.
Name	Short, unique name for this rule.
Description	Optional description to clarify the purpose of this rule.
TODOs
Active TODOs

Behaviour

What to create and how (TODO type and optional repeat rule).

Field	Description
TODO Type	Type to assign to created TODOs. Used for permissions and context.
Repeat Rule (optional)	Optional recurrence preset to apply to created TODOs.
Close When Customer Dropped	When enabled, TODOs created under this rule are auto-completed (or sent for review) when the linked customer is dropped, based on customerID, regardless of the attached object.

Review

Default review requirements and reviewers for created TODOs.

Field	Description
Review Required	If enabled, completion moves TODOs into the review stage first.
Reviewers (Users)	Default reviewers (users) for created TODOs.
Reviewers (Departments)	Default reviewers (departments) for created TODOs.

Events

System event types that create or complete matching TODOs.

Field	Description
Create Events	System events that create a TODO under this rule.
Complete Events	System events that auto-complete or send for review matching TODOs.
Trigger on Activity Types	Optional. User activity types that should create TODOs when logged against matching objects. Leave blank to ignore user activity triggers for this rule.
Complete on Activity Types	Optional. User activity types that should complete or send for review matching TODOs when logged against matching objects. Leave blank to ignore activity-based completion for this rule.
Activity On Object Types	Optional. Restrict activity-based triggers to specific object types (matching Activity On Type in the user activity log). Leave blank for any.

Timing

Snooze (not-before) and expiry timings in working days.

Field	Description
Snooze (working days)	Number of working days to delay visibility (sets notBeforeDate). 0 means no snooze.
Auto-expire after (working days)	Optional. Auto-expire created TODOs after N working days. Leave blank to disable.

Assignment

Default responsible users and departments.

Field	Description
Responsible Users	Default responsible users; applied on creation.
Responsible Departments	Default responsible departments; applied on creation.

Getting Help

User questions: Direct them to Managing TODOs

Configuration questions: System Administration → Support → Contact Platform Support

Feature requests: Log through your normal support channel

Bug reports: Include TODO ID, user account, and what you expected to happen