This is how it is where I work, obviously this may not be optimal! Hopefully others can chime in as I would also be interested in hearing the various ways this has been implemented.
Do all Incidents have at least 1 Task?
No. Tasks are used for escalation purposes and to track work effort, by that I mean considerable activities needed to resolve an Incident. There is obviously some trust here and, truth be told, I think this is a plaster fix for a lack of proper performance management... but that's a separate conversation.
In term of escalation, 1st line has ownership of all Incidents except those raised internally by the IT staff - e.g. if you are raising a database issue as the DBA then 1st line doesn't need to look at it.
Does the Incident Owner and Task Owner match?
Potentially. For escalating tasks these will differ, however, as highlighted above, for tasks related to work effort e.g. "Initial fix did not work, had to perform X & Y; 2.5 hours in total" then these will likely be the same.
When they do not match, where do you track the Incident? The Task?
1st Line have an Incident focused dashboard as they have ownership of these records, other IT teams have an 'Escalations' dashboard which is focused on Task records. Ultimately it is the technicians responsibility to ensure items are completed in a timely fashion (and escalate where they cannot achieve this). We also have breach dashboards for the Team Lead/Supervisor/Manager. Incident records can be completed directly from the Task where the technician has received confirmation this has been resolved but this will most likely return to 1st Line as the point of contact for customers. Might be worth mentioning that there is, I believe an OOTB, validation rule on Incident which requires all linked tasks to be completed before resolving/closing.
- How do you monitor Tasks for Knowledge, Change, Incident, Service Request and Problem?
- How do you monitor Knowledge, Change, Incident, Service Request and Problem assignments for an individual?
- For a Team?
Unfortunately I can't offer much here as we have only implemented Incident & Change thus far. Currently we do not have any <Parent> Task specific dashboard items but this may change. The task form itself has slight differences to highlight what it is associated to. You can group tasks by Parent Object which may help slightly when viewing open tasks. I would be inclined to say that monitoring purposes is the responsibility of the Team Lead/Supervisor/Manager and links in with reporting (whether it is daily/weekly/monthly etc.). Analytic Metrics may be useful for you.
Hope this helps you in some way Mark, I am more of a tech guy so don't really get much say in how we should do things but I would still be happy to discuss if you have any questions
Thank you for the quick response. Your process description was very helpful for figuring some things out. We are talking internally and working up the workflow this week. I'll post back our resulting process in the next week or so.
We have service desk & floor tech support in 10 locations and all can be Incident creators for other locations. Due to our multiple modules we are considering tracking our staff to-do lists and metric reporting from Tasks if possible. Individual dashboards for each module are already proving cumbersome. Customer metrics would come from parent records.
More to come! Thanks again!