Using Universal task to involve non IT user in a Service request flow

Hello,

We have a need where a catalog item should trigger a (work)flow involving a number of steps and users including non IT users.

HR or legal users should be involved to perform some tasks or provide input at some stage. Obviously for that we would not want to use Service Operation Workspace nor build a new custom workspace. We are on an ITSM platform with Employee Center (No HRSD).

So I thought that could be a good opportunity to make use of Universal tasks.

Thus I have installed the plug in and done a few basic tests. Here are my findings :

Pros :

- enables to assign tasks to users on the Employee center portal

- tasks can actually be shown on the ESC OotB (once assigned to a user and state is work in progress)

Cons :

- Requires some minimal configuration to be useable

- When you use the complete button on a "Mark when complete" tasks, the task is actually closed (which is good) but when you submit the form of a "provide input" tasks, the task is not closed, you can submit it several times. Why ? How it that supposed to work ?

- when you submit that "provide input" tasks, I don"t see the provided input on the OotB form of the Universal task or RITM either on the Workspace or Core UI

- Tasks must actually be assigned to the user to be visible on the ESC (we would like it to work with groups also)

- Task are only visible on ESC once state is "Work in progress" (seems counter intuitive to me as the task is not actually in progress yet until taken/open by the user)

- Tasks on the ESC don't show the related task they are attached to (I created Universal task for a RITM and then have no information or link on the RITM on the ESC form)

Would you have suggestion on how to work around these issues while staying OotB as much as possible ?

Or would you think Universal tasks is not the right option for this use case ?

One important point would be to be able to see and work on tasks assigned to a group (not a user). For this I thought may be we could implement a custom widget similar to "My items" but taking the group into account.