A task that is not an incident, problem, change, request, or project

[Eric K3]

We have a sizable number of groups/departments/users who need to use SN tasks in an unorthodox manner. For example, some itil users create an incident to document that they verify weekly/monthly backups on their systems. Other groups create incidents for doing routine maintenance. Still other departments use an incident to note that they performed routine observation/support on a device.

The problem is these groups/users are keeping these incidents open, sometimes for weeks, months, even indefinitely. They do this so that they can set a date in the followup field and sort their task lists to see what incident they have to work on on that particular day/week. They use the same incident to document that they performed the backup/maintenance/support. This, of course, is not what an incident is supposed to be and this greatly skews our performance metrics. It is even problematic in trying to implement SLAs that are meaningful.

My question is: What have others done to solve a problem like this? Do I simply create a new application by extending the task table and call it "Routine Tasks?" I am thinking a new application that extends [task] is the way to go so that tasks from this new application will show up on the My Work and My Groups Work modules.

Also, if there is a need to perform a daily/weekly task, how could I make SN create and assign a task on a regular basis? For example, can SN create a task every Monday morning with a short description of "Verify weekly backup on System XYZ" and assign it to the backup group?

[Eric K3]

Yes, I saw that Ticket table but am hesitant to use it for two reasons:

1. I recall reading that Tickets is deprecated.
2. Rumor that Geneva will have a new "Cases" table/application that can be used for tasks that are not incidents, changes, problems, etc., but not clear if this will be OOB or an additional app subscription.

Geneva webinar is tomorrow. I will see what comes from that.

[Brad Tilton]

There is a customer service case management module, but I don't think it does what you're wanting.

Customer service cases

The ticket table isn't really deprecated as it was not really ever used for anything.

[Eric K3]

Brad, is Customer service cases a new free OOB feature in Geneva, or a new application that needs a separate subscription like HR or Financial Mgmt?

[Brad Tilton]

I don't know, you'd have to talk to a sales rep to get the official word on licensing.

[Community Alums]

I am pretty sure this would incur a subscription cost for the 'Service Management' suite, as it falls under that category.