Hi, I need to create a generic service request. As per the best practice what would you guys suggest, should we create an RITM and assign them to service desk to work on them or we should create a task within RITM and assign it to servicedesk to work

vikramwalecha
Kilo Explorer

‎02-16-2016 08:26 PM

Alos need to understand do we need to have an assignment at the RITM level and then have the same thing at the task level. In my view fulfillers actually work on the task.

I just need your guidance on the best way to implement this considering that we may have multiple items created for one request and multiple tasks for one RITM.

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bernyalvarado
Mega Sage

‎02-16-2016 09:13 PM

Hi Vikram,



I would suggest you do the assignment based on who is responsible.



For instance, a group X (i.e: ServiceDesk) may be responsible for the overall fulfillment of a request. One or many other groups may be assigned tasks within that request. If there's only one task as part of the requested service, then it's OK to have the same group assigned in both: the RITM and the task.



I hope this helps!



Thanks,


Berny


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