Decision Tree on an Incident

[cherylunited]

Hello, our Incident Management team is being asked to track recovery decisions made during the resolution of a Major Incident.

One proposal was to use automated Incident tasks to track if that step of the recovery worked or not via a change in state.

The manager is wondering if it would be possible to store the decision tree steps within the Incident, where selecting yes or no presents the next step of the tree. Has anyone seen something like this?

Thanks for your time.

Cheryl Glick

United Airlines

[alvinbm1]

Haven't done it, but in theory...

Here is one way:

1.) Create a custom workflow that incorporates the decision tree steps as part of the Major incident resolution process.

1. Create a custom field for the decision tree on the incident form.
2. Set up a new table for the decision tree.
3. Create a custom workflow incorporating the decision tree steps and triggers when the incident is created. The workflow should check the current step in the decision tree and present the user with the next step in the tree based on the decision.
4. The workflow should also update the incident state.
5. Use automated incident tasks to track if a step of the recovery worked or not.Hope this helps...