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.

[brkelly]

It also sounds like you need to use Order guides, we mistakenly have built requests with several items, and now they are not discrete.   Order guides will really help in the long run.

[diego9]

Hi Derek, from Argentina , We are in the same position and agree with you, because we using a lot of years JIRA SUBTASK inside INCIDENT and SN did not do successfully tool, because   ServiveNow not consider the groups what working together on the same incidents resolutions.

And in other hand the Incidents   what are not ChangeResquest and need a lot teams for get solutions not be writting on SN.

The thinking is very narrow and   the result is traceability losted.

[Michael Fry1]

While I agree with what brkelly I realize some are using Incident Tasks. However, I don't think Incidents tasks came about (out of the box) until Geneva.

[brkelly]

We are on Geneva, and planning our incident implementation.   It was one of the things we thought about quite a bit, and It really has become one of the things we appreciate about ServiceNow that they didn't include.   It made us think about how to best serve our customers.   We also use the NAVVIA ServiceNow ITIL process templates which reinforced the way ServiceNow is configured out of the box.

[brkelly]

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