We are beginning to design our Incident implementation and are curious how others are using Tasks with Incident as Help is not providing as much guidance as I would like.
We wanted to get an idea of how the system was proposed to work so we do not engineer ourselves into a corner down the road.
Thanks for any insight you can provide. I'm also looking into who our account manager can connect us to internally at Ivanti.
Questions that come to mind:
Do all Incidents have at least 1 Task?
Does the Incident Owner and Task Owner match?
When they do not match, where do you track the Incident? The Task?
- 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?