Routine Tasks

[Michael Conley]

In review of our tasks per Assignment Group (working to establish requestor/fulfiller usage trends to make a variety of recommendations) we see a decent number of routine tasks being completed by fulfillers. Things that wouldn't make sense as an incident but wouldn't come in via a portal request since no-one is prompting it.

I know there are private tasks but we wouldn't want to use those/VTB's. There is the "Ticket" table in ServiceNow and even though it appears to have been abandoned by ServiceNow I still wouldn't want to use something they already have. Plus the word "Ticket" would eventually be misleading to people.

The closest I've come to is a basic scoped application for these extending the Task table. One that we could also use if any groups wanted recurring tasks to be created for them. Wanted to see if there are any other solutions used by anyone.

[scott barnard1]

Hi Micheal

Are these tickets raised by the fulfillers themselves on behalf of somebody or by others?

Regards

[Michael Conley]

Scott,

It ranges. Some of these are going to be tasks fulfillers create themselves to document work they are doing at the request of noone in particular. Some of it will be tasks completed for work that their management team may be requesting.

[scott barnard1]

We have a number of BU's that use a particular item. We call it a quick ticket. The item collects who the task was on behalf of and who did it. A brief description of what was done. Contact type. When submitted the item and the task are autoclosed and it allows them to monitor the walk-ins and out of band work that some teams are doing.

Used a lot in kiosks and in units where end users doorstep the it guys rather than use the portals.

It proves useful for some but you still get situations where IT guys are generating tickets so they can close tickets to show that they are busy. As with most things it needs monitoring.

[Michael Conley · Accepted solution]

Nice. I think I'm wanting something not flowing through Request Management though as these are things often not at the request of anyone. I like the "quick ticket" idea though to solve for some of those types of requests you are referring to though.

I may go down the route of a scoped application just for routine tasks. That way people can enter their own and any members of management that want some routine tasks auto-generated for groups/users can setup something on another table in the scoped application for task generation.