Best Practices: RITM without a Task

[tayrez]

What is the Best Practice around RITMs and Tasks?   There are situations where it would be easier for one of our groups (3 agents) to just work from the RITM and not have a task. We don't need approvals and one person works on the RITM at a time.   What is the best approach?

Thank you.

Therese

[Brad Tilton]

I think long term you're typically better off having every work off of catalog tasks rather than requested items. It may seem like more trouble than it's worth right now, but once the workflows get more complex with multiple tasks and approvals I think you'll be glad you've trained everyone to work tasks rather than items. It can be a little bit bigger learning curve having people learn how the requests/items/tasks all work together, but I think it's worth it long term as I've seen people paint themselves into a corner down the road.

[tayrez]

Thanks, Brad.

Therese

[randrews]

I agree with Brad on this .. the only time you should have an item with no tasks is a fully automated item...

for example i have an item to add someone to an SN group.. it creates the item... gets the correct approvals and then runs a script to add the person to the group and closes the item...

no tasks required because there is no human involvement.

[angela_benway]

Do you all allow your customers to view Tasks? We do not and are currently running into communication issues where the support member will update the Task, however the customer cannot see Task and then has to update the RITM. It gets very confusing when there are more than one Tasks assigned to an RITM and then different support members being assigned to the Tasks. Just wondering how other people handle this.

Thanks