triage form

[Jan-Z]

When an incident comes in that requires next level support the service desk creates a task off of the incident, the service desk holds onto the incident but on the task they choose show Triage form and a 6 tabbed form comes up with a list of questions they ask depending on the issue.     They fill out the answers to the questions on the form and then the task is assigned to the next level support group.

This is the problem:

The triage form was built on the task table.   So all the questions that were created as part of the triage form now show up in the task table and it is cluttered.

Our developer suggested we start using the incident_task table but that would require a process change that we do not want to do.    

Does anyone have any suggestions?   Is there somewhere else we could put the triage form or even create it as an attachment?  

Any suggestions would be welcome.  

Thanks.

[Jon Barnes]

If I understand correctly, all of these fields were put directly on the task table instead of an extended table?

if that is the case, I would create a new view called Triage with all of those fields on the form layout, and then restore the default view to what you want.

are a lot of those fields also mandatory? There may be UI policies that you will need to update from Global to Triage view only if that is the case.

i think this approach would be the least impactful.

[Jan-Z]

Hi Jonathan - Yes all the fields were put directly on the task table.    

If I create a new view where would I put the fields?

Thank you.