What is the difference between INCIDENT and INCIDENT TASK(incident_task) ?

[Shantharao]

Hello All,

I have a question that may seem easy but frankly, I don't know the difference between Incident and Incident Task,

When do we create an incident task to an Incident and What is the purpose of the incident task?

Thanks in advance.

[Kapil Rijhwani]

Incident - These occur when there is disruption of service operation causing impact to business operations.

Incident Tasks - Used to track break the incident into sub-tasks that can be assigned to different teams to perform investigation/root cause analysis and help restore the customer opertation succesfully as soon as possible.

For ex: An Incident with disruption of internet services can have Incident tasks assigned to network and hardware teams to track the root cause.

[JSchmauch]

I view Incident Tasks as optional. If your business wants to use them, use them. If not, don't use them. 

Having worked in situations where they are used and not used, it really just matters what is agreed upon and applied consistently across your support structure.