Using incident tasks vs child incidents for incident management and multiple vendors are involved?

Suggy · ‎11-26-2024

Hello,

The customer has outsourced their IT support and operations to two vendors/service providers.

There are some applications for which certain troubleshooting scenarios can be handled by "Vendor/service provider 1". Sometimes they would need further investigation to be done by "vendor/service provider 2" or additional info would be required by "vendor/service provider 2".

In this case how the incident should be handled?

Available options

Reassign the incident from "vendor/service provider 1" to "vendor/service provider 2"?

or

use incident task?

or

create child incident?

or

any other solution?

Uncle Rob · ‎12-08-2024

I have a ton of respect for the author and company, but there's a LOT of stuff in that article which is opinion stated as fact, without backup. Also understand, they're not providing you an alternative for your scenario... so its only looking at the costs and not the benefits.

I have experience here and while the author is right... Incident Tasks DO have more administrative load, that doesn't make them de facto inefficient. It really depends on what you're optimizing for.

In the scenario you describe there are multiple separately assignable components of work, each with their own states. That is *exactly* what Incident Task was created for.

View solution in original post

Suggy · ‎12-09-2024

Thank you for your inputs 🙂