Best Practice - Approach for REQ>RITM>TASK - User and Technical resource comments

[Josh80]

Hello All

This issue has 'sort of' been approached by other Community members, but I'm looking for opinions/advice on implementing Service Catalog items.

Scenario:

1 - User submits a Request that has one RITM and 3 Tasks

2 - 3 Tasks have 3 different resource groups

3 - Whom would we set the RITM's 'assigned to'?

4 - If the User must communicate to the resources working the Request, the update goes to the RITM Additional Comments out of box

5-   This does nothing since the 'assigned to' user is not defined (RITM has 3 tasks with 3 different assigned resources)

I could have the RITM update all related tasks with the comments submitted by user.   But then the Resource would have to navigate to the RITM and update the comments there, maybe not such a big deal.

The question is, what do most of you do in regards to the REQ>RITM>TASK structure?   Do you create more than one task from one RITM which would have multiple assignment groups?

Or do you only use One Task per One RITM, or no Task at all?   We could handle it a number of ways..but what works 'best'?

Thanks for reading!

[Josh80 · Accepted solution]

FYI - I have implemented a solution where all comments entered by the ITIL person on the TASK get pushed to the RITM and then get pushed out to the Requester.

The requester's comments get sent to the RITM on a custom field and then get pushed to all child Tasks.

Works ok for now.

[gtk]

Hi josh gilman,

could you please provide the procedure /Solution to push comments from TASK to RITM and REQUEST.

we have a requirement to get comments entered at task level should propagate on both RITM and REQUEST form.

Thanks

[daniellethomson]

Josh or gtk,

We are currently looking into this requirement as well. Could either of you provide your solution?

[gtk]

Danielle Thomson,

go through the below link, it will help to your requirement

copying worknotes and comments from child to parent.