Best practice sending tasks to departments outside of HR in HRSD

[Adam Peterson]

Hey community!

I am wonder what is the best way to send a task(s) to departments outside of HR within HRSD?

Use case example: Someone opens up an HR Case through ESC. First task goes to HR. They close it. Next task needs to go to IT. Should I create a catalog task? IT needs to fill in some information that needs to get back to the HR Case. So when IT closes their task, HR gets another task which includes the IT info and then after HR closes that final task, it will close the HR case. 

Best practice to accomplish this?

Thanks!

-Adam 

[muhammadosama55]

Here are some best practices to accomplish this:

1. Use Workflow or Flow Designer: Create a workflow to automate task creation between HR and IT.
2. Catalog Tasks: Use catalog tasks for IT to fill in the required information and link it back to the HR case.
3. Task Dependencies: Set up task dependencies so when IT closes their task, it triggers a follow-up task for HR to close the HR case.
4. State Transitions: Use state transitions on the tasks, ensuring the HR case is closed only when both HR and IT tasks are completed.
5. Notifications: Set up notifications so HR and IT are alerted when a task is assigned to them.
6. Task Assignment Rules: Use assignment rules to send tasks to the appropriate department based on conditions.

These practices ensure that tasks move smoothly between HR and IT and that the HR case is only closed after the relevant tasks are completed.

[Adam Peterson]

Thanks for your replay, @muhammadosama55 ! That is very helpful!

Is there a way to view the IT task(catalog task) when looking at the the HR case?