I am really at my wits end trying to solve this issue, so any and all help is really, really appreciated.
I have been asked to create a function in LDSD to track Return Merchandise Authorizations/Agreements (RMA). Much like other organizations, when we receive hardware that is defective, or have a piece of hardware fail that is still covered under warranty, there are specific steps that have to be taken to return and replace the defective hardware.
In our organization different analysts have different responsibilities in processing an RMA and still other analysts need to be notified at specific times during the RMA process. It is for these reasons, I concluded that a LD Process should be used to provide this functionality since multiple Assignments must be made and automated Reminders are desired. Creating a new module it is not an option, so I decided to create my process as a Task in the “Incident Management-Incident Task” module.
My question is how can I make this new process (actually a version of the Incident Task object) an optional action in my Incident Process?
Thank you so much!