Use this article to troubleshoot common task problems in Uptick, including routines not creating tasks, too many tasks or task lines being generated, tasks missing from the calendar, a black tooltip box covering the screen, tasks not saving or loading, tasks not consolidating, and tasks closing or archiving unexpectedly.
Routine Configuration & Display Issues
Routine-related problems are the most frequent source of task issues. If a routine is not behaving as expected, check the following:
Routine not appearing on a task: Confirm the routine's service level is enabled on the property and the type of the routine service level is active in the control Control Panel > Routines.
More routine tasks were generated than expected: Multiple routines on the same property will only consolidate into a single task if they share the same service group, have each routine and all of its relevant service levels included on the same billing contract, and are due at the same time. Otherwise, they will be split into individual tasks. Note: a routine can have multiple service levels (e.g. monthly and 6 monthly) — if only one level is on the billing contract, those levels will generate as separate tasks even when they fall due at the same time.
A task has more lines, forms or tests than expected: A task can have more lines than expected when the routine's service level is set to be serviced on a per-asset basis, because servicing is then handled for each asset attached to the routine on the property.
To find the cause, check the following:
1. Which routine generated the task.
2. Which assets are attached to that routine on the property.
3. Which service levels of that routine fall due on the same date, and whether they share a Service Group. Routine services in the same service group are bundled together in the same task.
If you cannot identify the routine or the assets involved, contact [email protected] with the task URL.
System Errors & Performance Issues
Error messages when loading or saving a task: Note the exact error message displayed and try the following: refresh the page, clear your browser cache, or try a different browser. If the error persists, note the URL and error text and contact [email protected].
Tasks loading slowly or timing out: Performance issues are often related to tasks with a very large number of assets or attachments. If a specific task is consistently slow, contact support with the task URL so the record can be reviewed.
Changes to a task not saving: If edits are being lost, check your internet connection stability. If the issue persists in a stable connection environment, try a different browser or incognito mode to rule out a browser extension conflict.
A black box stays open on the task page and covers the screen: The black box is the hover text on the orange No Tests flag in the task's Important Summary. It appears when at least one asset on the task has a test result of No Test. To close the black box:
1. Move your mouse over the No Tests flag.
2. Move your mouse off the No Tests flag. The black box closes.
3. If the black box is still showing, refresh the page.
If the black box keeps covering drawers or pop-ups after you refresh the page, send a screenshot of the entire page to [email protected].
Task Consolidation
If multiple tasks are not consolidating into a single task, it is due to one of the three reasons:
Tasks have different billing cards
Tasks have different clients
Tasks have already been consolidated, so they are already child tasks
Tasks Being Auto-Closed or Archived
If tasks are closing or archiving automatically when you expect them to remain open:
Billing task archival after invoicing: Billing tasks are designed to archive automatically once the invoice has been successfully dispatched. If this is happening unexpectedly, check the invoice dispatch log on the task to confirm whether an invoice was generated.
Auto-close rules: Your workspace may have an additional feature enabled where tasks are archived automatically based on a specific trigger. Check with your system administrator whether any auto-close rules apply to the task type in question.
Tasks set to Performed in bulk weren't closed automatically: If the Status field in bulk edit shows a note that bulk changes don't trigger closure automation, tasks you set to Performed this way stay in Performed and must be closed by the office. Status changes made on a single task are not affected.
Mobile App Task Issues
For task issues specific to the Uptick mobile app — including tasks not showing in the app, sync problems, and offline mode — see the Mobile App: FAQs article.
A task does not appear on the calendar: The calendar shows appointments and scheduled time for engineers, not the task on its own. A task will not show on an engineer's calendar or the office calendar unless it has an appointment or scheduled time with an engineer and a start and end time.
If a task is missing from the calendar, check the following:
1. Whether the task has an appointment or scheduled time.
2. Whether that appointment or scheduled time has an engineer assigned.
3. Whether it has the correct start and end date and time, and has not been cancelled.
If the task has an assigned engineer and a scheduled appointment or time and still does not appear on the web calendar or the mobile app calendar, contact [email protected] with the task URL.
Setup
Permissions: To view tasks, a user needs one of 'Can see all tasks' (every task), 'Can see my tasks' (tasks assigned to them) or 'Can see my branches tasks' (tasks in their branch, plus tasks with no branch). To create and edit tasks, a user needs 'Can update tasks'.
Click here to learn about permissions and security groups.