Tasks and Follow-Ups
Required licence
crm. The CRM Task lives at Customer Relationship Management > Support > CRM Task (خدمة العملاء > الدعم > مهمة خدمة عملاء). The Follow Up Document lives at Customer Relationship Management > Questionairs > Follow Up Document (خدمة العملاء > استبيانات > سند متابعة) — yes, in the questionnaires group, not with the other support documents.
Two small screens share this page because they have the same shape: both are places to write something down. The CRM Task is a to-do card with a time sheet on it. The Follow Up Document is a log of a contact attempt with a lead or a potential.
The CRM Task
A CRM Task is a master file, not a document. That has practical consequences worth stating once: there is no book, no document term, no value date, no document number and no document approval cycle. It has a code, an Arabic name, an English name and a group, like any other master file, and it is saved rather than committed.
What it holds
The first block is the master-file identity: Code, Group, the Arabic name, the English name, a Description and an attachment.
Then the working block:
| Field | Notes |
|---|---|
| Responsible Employee, Assignee, Mediator, escaleted to | Responsible Employee and Assignee are stamped with the logged-in user's employee on every new task, always |
| Related To (يرتبط بـ) | The subject: a Lead, Potential, Project, Campaign, Trouble Ticket, Complaint, Customer, Development Request, another CRM Task, or a Visit |
| Related Task | Point at a parent task and its task information, subject and assignee are copied down |
| Task Type | Visit, Call, Support, training or preparation — a label you filter and report on |
| Planned Start Date, Planned Time (from/to) | What you intend |
| Actual Start Date, Actual Time (from/to) | What happened — typed by hand, see the warning below |
| Status | Planned, In Progress or Finished — a label you set by hand |
Below that is a full contact block, Task Information (موقع المهمة): address with map location, phones, mobile, fax, e-mail and website. It is there for tasks that are about going somewhere or calling someone who is not already a contact record.
The Related Records tab lists the contacts, tasks, calls and visits that point back at this task.
The time sheet
The Detailed Tasks (مهام تفصيلية) grid is the part people actually use: one row per stretch of work, with a from date and time, a to date and time, a calculated Net Time, a description, a task type, who did it, a status and an attachment. Each row carries Start and End buttons that stamp the current moment into the from and to columns.
TSK-0219 in the worked example is Prepare the technical proposal, assigned to Hala (EMP-1042), related to the lead LD-00417, planned 20 to 26 January 2026:
| From | To | Net time |
|---|---|---|
| 2026-01-20 09:00 | 2026-01-20 12:00 | 3:00 |
| 2026-01-21 10:00 | 2026-01-21 13:30 | 3:30 |
| 2026-01-23 09:30 | 2026-01-23 11:00 | 1:30 |
| Total | 8:00 |
The time sheet does not roll up, and the status does not advance
The header's Actual Start Date and Actual Time are not derived from the grid. Fill in every row of the time sheet and the header stays exactly as you typed it — or empty. In the same way, setting every row to Finished leaves the task's own Status wherever the user last put it; nothing advances it.
If your site reports on task effort, read the grid rows, not the header.
Actions on this screen
All five buttons need the task saved first.
- Create Call (إنشاء اتصال) — opens a new Call in a pop-up with this task as its subject.
- Create Contact (إنشاء جهة اتصال) — opens a new Contact in a pop-up, linked back to this task.
- Create Visit (إنشاء زيارة) — opens a new Visit in a pop-up with this task as its subject and this task's escalated-to employee already filled.
- create CRM Task (إنشاء مهمة خدمة العملاء) — opens a follow-on task in a pop-up with this task as its subject and as its Related Task, carrying over the task type, status, actual start date, actual end time and the contact-information block.
- escaleted to (تصعيد الي) — asks for an employee, writes it into the Escalated To box, saves and commits the record and refreshes the screen. Nobody is notified. Escalation here means a field now holds a name.
- Start (بدء) and End (إنهاء) — row buttons on the Detailed Tasks grid; they stamp the current date and time into the selected row's from or to columns, as described under the time sheet above.
The four Create buttons never save anything for you — you review the pop-up and save it yourself.
What a CRM Task is not
No scheduler, no reminder, no notification
A CRM Task has no relationship whatsoever to the platform's task schedule, its notification engine or any approval inbox. Nothing watches the Planned Start Date. Nothing changes the status when a date passes. Nothing e-mails the assignee when a task is created or when it becomes overdue.
This is true of the whole CRM module, not just this screen — there is no scheduler anywhere in it. Everything that looks scheduled happens because somebody pressed a button.
The only calendar-adjacent feature available is the generic Add To Agenda action, which is a platform feature on every document and which the user has to press themselves.
Tasks are counted, in one place: Target Plans count calls, visits, leads and tasks per employee per month when somebody asks them to. That is a different document, on demand, and it counts against the task's Assignee.
The Follow Up Document
The Follow Up Document is a single-block screen: a document code, a value date, a description, and then Follow Up Date, Follow Up Time, Related Record, Follow Up Type, Status and Sub Status. The Related Record accepts a Lead or a Potential — nothing else.
- Follow Up Type offers SMS, Call, Meeting, Email and WhatsApp.
- Status offers Start Action, Ongoing and Interested.
- Sub Status offers Follow, No Answer, Expected Visit, Hold, Negotiation, Cancel and Not Reached.
Like the Visit, this screen shows its Description box twice; both are the same field.
The Follow Up Document is a log of a contact attempt:
- Follow Up Type records the channel the user contacted the customer through — the SMS, e-mail or WhatsApp message itself is sent outside the system.
- Status and Sub Status are labels you can filter and report on in the list view.
- When the Related Record is a lead, the saved follow-up appears on that lead's Actions tab timeline, alongside its calls, visits and tasks.
To move the lead or potential itself forward — its status, classification and activity type — log a Call or a Visit; those update the lead.
The Trouble Ticket's "Create CRM Follow Up" button opens a different screen
On the Trouble Ticket there is a button labelled عمل متابعة / Create CRM Follow Up. It does not create a Follow Up Document. It opens a Ticket Follow-Up — a different screen, with different fields, belonging to the support side of the module.
The Follow Up Document described here is reachable from its menu item and nowhere else.
Reporting: none. This module ships no system reports, and neither of these two screens has a print form. Use the list views, Excel export or BI.