Incident Tasks missing

[derek_h]

Hi,   we would like to start using Incident Tasks for assigning tasks to different groups so we can keep tasks all together in a single incident.   We noticed that we were missing this tab in our incident view so we have been working with support to get it working.   Their solution still isn't correct but before I go back to them, I thought I'd ask some questions here as well.

We want to have exactly these options available to us, same view:

ServiceNow Incident: Create an Incident Task | IT@UMN

We've tried adding the appropriate related lists to our incident view but we are not getting the Related incident Tasks options.   I've tried in both our Dev and Prod environments.

If we add tasks-release to related lists, we only get a task tab and when we click on new, it has a giant list of options to choose from like Catalog Task, Change Request, etc...   Nothing applicable to what we want.   Ticket-release is also not what we are looking for.

This isn't an optional module is it?   Any ideas of what I might be missing?   Maybe something was disabled when we initially deployed Servicenow that I don't know about?

Thanks for any help,   We are using Eureka.

Derek.

[Travers M]

For what it's worth, it's not present in mine either.     Are you all sure this is out of the box functionality or is it part of a plugin?

[brkelly]

I would ask you to consider, that a Task for an Incident is unnecessary.   The system counts bounces to help you understand who the incident should be routed to.   If you have an incident that is reassigned many times, then you know you have an issue with the support model for that service.

[derek_h]

I understand what you are saying.   The reason we would like this option is that we do have incidents that have several steps that need to go to different departments to complete so instead of create more incidents, we can just create some tasks within the incident and assign them, keeping them all together.

Example would be that we get a new user request and they need permissions set up for several apps, hardware requests.   All those need to go to different departments so we would like to try the incident tasks feature for something like that.   Or if a user sends in a request for multiple issues in one incident, we can use tasks for that to separate them out.

Sounds like it might not be available out of the box though.

[brkelly]

I think you answered your own question... these things you are working are really requests not incidents.

[Travers M]

A new user request is an incident in your system?   When we started out, we had that set up and man was I glad to get away from it.   We have an order guide set up in the service catalog that fires off tasks to all of the groups needed for the access and what not.   It's not really fair to your incident resolution times to have stuff like that intermingled either but if that's your set up, you have to make it work.