Create multiple incident tasks though a templete from an incident

[denu]

Hi,

I am looking for a way to create multiple incident tasks through a template from an Incident. I know this can be done through the catalogue workflow.

Unfortunately we unable to apply that method in here.

Is there any way that I can create 5 incident tasks from parent incident by applying a template?

Please provide some information.

[Goran WitchDoc]

I would say the best way is to use workflow. You can either specify the workflow to trigger on for example a specific category/sub category etc. and in the workflow you create what you want to do. if you somehow doesn't want to use the workflow, you should be able to create the templates you want, then on specific conditions on a async BR look into the template table and create the correct tasks. But I would go for the workflow, it's easier/faster and easier for others to understand what is happening.

//Göran

[denu]

Thanks Goran.

I agree with that. Unfortunately at the moment this can not be automated as the way that they designed their portal and process.

At the moment Service desk is looking for way to create multiple tasks from an incident and assigned to other teams to investigate through a template.

Could you please provide some instruction as how i should start creating this kind of "Template"?

[Goran WitchDoc · Accepted solution]

Hmmm. I don't think you can do a "template" for this. If I had to solve this without workflow I think I would create each incident task as a template and either have a very good namning convention or I add a field which I could use to group those templates together.

Then I'll either make it automatically through a after/async BR so it gets created depending on some conditions like category/subcategory or I'll make a UI action for the Service Desk to press and it will then create the tasks from templates and connect them to the incident.

Does that make sense?
//Göran

[denu]

It's perfectly make it sense, thanks for the information. Much appreciated for the ideas.