Communication from a RITM or Task?

[hblair]

I am looking for a best recommendation regarding sc_task.

What is the Best practice for communicating with the customer?

Add additional comments to the task or the ritm?

Or would you add it to both?

Also where is the best place to capture work notes?   Would it be in the RITM or the sc_task?

I would be curious to hear what others have done and what the feedback has been.

Thanks

Hank

[Brad Tilton]

My preference is to do all communication with the customer through the item level. When you start adding tasks to that they tend to get confused, and you don't want them to have to understand the whole item/tasking dynamic. I would just copy your comments from the task to the item if you want your itil users communicating through the comments field.

[hblair]

That is a great idea Brad.   So in theory have the ITIL techs go to the RITM and add additional comments right?   But how will they know when the customer responds if the ritm isn't assigned to them?        

[JennyHu]

Hi Hank,

I'm wondering if you have found a solution for your problem.   We are currently facing a similar issue.   Our ITIL techs add client comments in RITM, but add work notes in TASK and are assigned to TASKs.   It is kind of confusing for them to switch back and forth between RITM and TASK.

Thanks,

Jenny

[Michael Ritchie]

Jenny, you can copy the task work notes up to the parent request item.   This way the request item has all the activity in one place.   There is an out of the box business rule called Update Child Incidents that you can use as an example on how to accomplish this.   This OOB business rule basically copies comments and work notes from a parent incident to its children.

Your solution would be similar where you would have a business rule on the sc_task table and when comments changes, update the parent sc_req_item.