Multi-task RITMs..display workflow to agents?

[Kristin J]

Hello there!

My scenario: Our IT teams are used to working with INC records that they reassign to another team when necessary. As well, most of our request items were built with only one SCTASK. We are finding that the teams have also reassigned these solo SCTASKS between themselves when multiple steps or teams are required to complete a request.

We have recently built some multi-task RITMs but feedback from the team is that they don't know if another task is going to spawn when they close theirs, or whether they need to reassign or contact another team.

So, my question is...is there a way to do this? Is there an elegant way for an agent to see whether or not they are Step X of Y tasks, or at least show them that it's a multi-task request and they just need to take care of their own task?  

Cheers!

[-O-]

You could make use of Stages for this. E.g. if a fulfillment process has 3 Catalog Tasks, you might add 3 Stages to the Flow and than those stages can be displayed in a list view and it would immediately be visible if the process has more than one Catalog Task. The catch is that Stages are really meant as an interface towards the requester; the requester will see these stages in Portal and if you don't want the requester to be aware where is the process at in a given moment, then this will not work.

Attached are screen shots about how configuring stages and flows might look like and how it would how up for agents and requester.

[Kristin J]

Thank you for the reply. It's a great idea. I don't know how it would look in our circumstance but it's worth trying. I appreciate the idea!

[-O-]

You're welcome.

Another even simpler solution is to just add the details (that other tasks will follow) to the description of the Catalog Task.