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

[angela_benway]

Bryan,

We are also thinking of implementing something like that. We have a state change like that working in Prod for incidents but since RITMs and tasks can be one to many we are having problems thinking of how to do it. For your instance does it change the status of the RITM or TASK when the customer replies? Right now in our instance the customer can only update a TASK if they respond to an email, so when they go in the tool and update their ticket it is the RITM they update.

[BryanS413339635]

It only changes the state on the Task. We don't really use states on the RITM. They are there behind the scenes of course, but the user only sees Stage on the RITM. We do all work off of the Task.The only way the customer can update the Task is by replying to an email (if they are not an ITIL user). Otherwise they would update the RITM and the update would copy down to the work notes on the Task.

[angela_benway]

Ok so it sounds like we have a similar set up. So last questions. Do you have any RITMs with multiple TASKs? If so, when the customer updates the RITM does it copy down to all of the TASKs and therefore update all of the TASKs status?

[randrews]

that was exactly why we choose not to go this route btw.. a LOT of our items have multiple tasks.. the largest we have <server decom> will kick off like 14 tasks at once.

[BryanS413339635]

Some, not many, but there are a few. In those cases yes, it would update any task not that isn't in a closed state.