Bidirectional communication between self-service user, fulfiller, and other business users in RITM's

[Greg Reeves]

We went live in April of this year and continue to have complaints from end users and agents regarding communications between self-service users, fulfillers, and other business users/agents outside of the RITM or SCTASKS.  I have searched through the community and seen similar posts but none that really answer the question.

When a self-service user submits a request, the RITMs and associated SCTASKS are created. The SCTASKS get assigned to assignment groups that are then tasked with fulfilling and closing the tasks. In a perfect scenario, no further information would be needed for the fulfiller to complete the task and the RITM would be fulfilled in a timely manner.  One issue is when the fulfiller needs to request information from the requestor or another person in the organization. There is no way to do this at the task level as only work notes are present. If the fulfiller uses the RITM to communicate, they can only add additional comments which go to the self-service user who made the request. One drawback to this is that when the self-service user responds by adding an additional comment from the employee center, the RITM is updated but there is no notification to the SCTASK fulfiller who made the original comment. The self-service user comment is essentially never seen. The same is for the case when a self-service user adds a comment on the RITM asking for an update on the request.  It goes unseen because nobody is assigned to the RITM.  What is the point of even allowing the self-service user the option of adding additional comments?  One other drawback is there is no way to communicate within the REQ/RITM/SCTASK with a user outside of the requestor as you can only make work notes or additional comments. Surely there has to be others that have raised these concerns. What are others doing in this scenario? How could I achieve the below requirements?

The requirements are:

1. Allow for the fulfiller to communicate with the "requested for" user and be notified of a response. This could be done through additional comments or email.

2. Allow for the fulfiller to communicate with any user inside or outside of the organization and have that communication logged in the task.  The fulfiller should be notified of any replies.

3. Notify the fulfillers of tasks when an additional comment is added to the RITM.