Variables in Catalog Task Short Description

[Blue]

Not sure if I am posting in the right place however, I am curious what are the various perspectives on adding Variables to the short description field of a Catalog Task?

We are revamping our request management structure and are close to making a decision on if we allow short description of catalog tasks to include variables which them makes each task unique.

How does that impact reporting and metrics for catalog tasks?

[Goran WitchDoc]

Hi,

My first question here would be, why? What is the business requirement that results in thinking of doing this?

[Mike_R · Accepted solution]

I don't see any issues with this. We do this all the time for our catalog tasks because the teams find it easier to manage their workload with having this additional information in the short description, rather than a generic short description for each task.

It shouldn't really impact reporting because you can still report on which catalog item the tasks belong to. But obviously review your company's reports first to assess the impact.

[Blue]

Mike, I am getting some push back for adding variables to the short description. Do you see any negatives of putting the variables in the Short Description?

[Mike_R]

I've never had any anything negative happen as a result. And actually the technicians really appreciated this because it made it easier to sort through tickets in a list view.

What's the push back? Maybe they have valid concerns