Creating the ability to do ad hoc tasks.

[jajensen]

Okay so here is my dilemma:

The managers here would like the ability to create tasks to their employees at a whim.   This used to be done in the incident area but we are not trying to clean this up and use incident for only things that are broken.   I like the way 'Requested Items' area/table/form works with being able to create the original and then being able to create child tasks off of that.   But 'Requested Items' does not work the way I need it to, because the requested item record itself does not show up in peoples work queues, just the child tasks made under the requested item ticket.

The task request for example could be as simple as, I need someone to pick up a computer tower from west building storage. To, Remodeling work has been done, we need to check that power is on in all sockets, Ethernet sockets are connected to the correct networks, blah, blah, blah. Which this latter ticket has several sub tasks to different people under it.

So do I try to make 'Requested Items' tickets show up in peoples work queues and that gives me access to 'Catalog Task' as the sub tasking, child ticketing system.

OR

How do I build a Task ticketing system where it can be created and show in employee's work queues and if sub tasks are needed off the parent task/ticket they can be created off this parent form and these child tasks also show in employee's work queues?   I already know how to build custom tables & modules, so, how do I link up sub task/ticketing like you see in 'Requested Items' for creating 'Catalog Tasks'?

      Thanks!

[Mark Stanger]

I would just use the out-of-box 'ticket' table.   Then you can use the 'Parent' field on that table to relate a ticket to child records.   If you wanted to restrict the relationship so that just tickets could be related, you could create a new 'Parent ticket' reference field to link the two.   The 'Ticket' table already extends the task table so it's available for use.   You might have to set up some email notifications for it bit it should be pretty close already to what you're asking for...of course, you could always create a new table and extend the task table too.

[randrews]

we use what we call a "Generic request".. we added a field to the request table for request type <choices like application admin etc>

then we created a record producer that creates requests on the sc request table.. and populates the assignment group...

from there we had to build rules that show and hide the fields people would work based on the assignment group being populated   ... now we have a generic request type of task that can be assigned to people and groups for requests that are NOT in the service catalog... you could also do the same thing but just create a task instead of working the requests... we just didn't want people getting into the habit of passing tasks around.