Creating and editing a work item

The editor opens from Add new on the list, from the pencil on a row or from Edit in the detail panel.

Saving

Save is a split button; the choice you make (Save, Save and close, Save and new) is remembered for the session. Leaving with unsaved changes asks for confirmation. Opened from a customer's work items page, a new item starts on that customer, and Save and close or Cancel return there.

Delete is available on saved items you are allowed to delete (never on projects from here). Deleting an item also deletes everything nested under it.

On a saved item the header carries two more buttons. The alarm clock sets reminders on the item — before its due date, when the due date runs out, or at a time you pick; nothing reminds you unless you set one. The bell follows the item: while you Follow it, changes and deletions made by other people show up in your notifications.

On a new item, with the AI companion configured, a sparkle button in the header opens the companion's panel on it: ask it to draft the summary, description, dates, priority and estimate, one suggestion per field for you to tick; see AI companion. A saved item does not offer it.

An archived item opens read-only: nothing on it can be changed, and the timer and Add spent are not offered.

Details

Only the Summary is required to save an item — everything else can wait. A quick way to lay out a plan is to create the items first and fill them in later: type a summary, choose Save and new, and repeat until every task exists, then reopen each one to add dates, an assignee and the rest. A phase also needs its project, a task its project or phase, and a subtask its task; the slot is already filled in when you create the item from the one it goes under.

Summary is required (up to 100 characters); Description can hold up to 4,000, counting the formatting marks. It takes formatting: type / at the start of a line for headings, lists and more, @ to mention someone and # to link another item. The detail panel shows it formatted.
Task Type and Customer Group / Customer are available on projects and tasks. A new item inherits the project's defaults. On a task, picking a type that has a default priority sets the Priority chip to it and a notice says so; change the priority again if this task is different. A task of a billable extra type shows Price (billable extra) to whoever may see financial information. A new task takes the type's price when it is saved; change it there afterwards. It saves on its own when you leave the field.
Start Date is the day work may begin; Due Date the expected completion. The start date cannot be after the due date or before the start date of the project, phase or task the item belongs to. Moving the start date later offers to move the due date by the same number of days. A due date later than the project's is allowed and flagged with a warning.

Status & assignment

Status and Priority chips: a new item starts Open unless you pick otherwise; priority exists on tasks only (Critical, High, Normal, Low). See Statuses and the status workflow.
Assignee is the person responsible. With the Only me restriction it is locked to the item's owner — you, on your own items; with a designated team only that team's members are offered.
The estimate tracker (when enabled) holds Estimated and Spent with a progress bar. On a task or subtask, Add spent adds to the total; Change total spent overwrites it and is recorded as a correction. On a phase it shows Spent on its tasks, the read-only total of the tasks below it. The timer beside Add spent records the time as you work. See Spent report.
The restriction selector decides who can see and edit the item; see Who can see and edit a work item.

Start restrictions

Cannot start before start date locks the status until the start date arrives in the workspace's time zone (see Regional settings). Cannot start until lists other items this one depends on, After it finishes or After it starts; each entry shows Cleared or Still blocking. An item held by a restriction on a phase or project above it shows Held by the plan above. While any restriction holds, only the status is locked — every other field stays editable.

Repeat

On a task, the Repeat switch turns it into a repeating task: the start date is the first occurrence and the due date sets each occurrence's duration.

The Related work tab shares a strip with Links, Attachments and History, which show the same content as the detail panel on the work items list.

The first slot (Project, Phase or Task, depending on the type) names the item this one belongs to; shortcuts let you select the active project or create that item on the fly. Adding an item with no active project first shows Select a project, and the item goes into the project you pick there. Below it, the item's own phases, tasks or subtasks are listed with Add existing …, Create new …, Move to … and Delete permanently. An item you create there inherits this item's restriction, and its assignee follows the same rule as above. Other links holds URLs and links to other work items. Tags and comments appear once the item is saved.

Tickets from a public form

A task that a public form created shows a From the public form card above its comments, and at the top of the Details tab in the list's detail panel. The card names the form, when the request was received, and the sender's name and email address when the form asked for them. Remember that this person is outside your workspace.

Keep the sender informed is this ticket's own switch. While it is on, the sender is emailed when the status or priority changes and when someone sends them a comment, and can open the request's public page. Turn it off and nothing more is sent and that page closes to them; turn it on again and both come back. Changing it needs the same access as editing the task, and the change is recorded on History. A ticket whose sender gave no email address cannot be switched on.
Sender's files lists what the sender attached. On the Attachments tab those files sit with your team's own, under a warning that they came from outside the workspace: treat them like an email attachment from a stranger.
What the sender has seen lists everything the sender was told and everything they answered, newest first, with whether each email went out. It is exactly what their public page shows.

While Keep the sender informed is on, each comment has a Send to the sender button beside Reply. It opens the comment as plain text, with mentions and links to other items shown as plain names, for you to check and edit. Send to the sender emails that text; Close without sending sends nothing. A comment can be sent once: to say more, write another. The thread then shows Sent to the sender under the comment, with the text the sender received when it differs from the comment. Editing or deleting the comment later changes nothing the sender already got.

No comment is ever sent automatically. Only a status change, a priority change and the comments you send reach the sender.

When the sender answers from their page, the answer appears in the thread as a comment marked From the sender, under the name of the form's Created as account, and the assignee and anyone following the task are notified. The sender can answer once per comment you send.

Changing the type

The ⋮ menu next to Close offers Change item type. On a new item it picks the type before the first save. On a saved item a project converts only while it contains nothing, a task only while it has no subtasks; a phase that contains tasks can only move up to project. The change is saved immediately.