Is there a way to automatically apply a pre-defined checklist template to an incident or task (or group of them) based on the substate?

[andrewdeasey]

I am looking for a way to automatically apply a pre-defined checklist template to an incident or service catalog task when a specific substate is selected.  We do QA on random incidents and tasks, and the substate determines which incidents and requests are QA'd and which are not. I know how to create the checklist template and manually assign it to an incident, but not automatically. Can anyone offer suggestions for this? Thanks!

[ian_cox]

I'll ask the product team to see if they can help.

[andrewdeasey]

Thanks, Ian!

[carlh]

I've got a similar need.   We want to create troubleshooting checklists for our Help Desk people.   Our would be by Subcategory.  

Example, if Subcategory = Desktop, I'd want the desk top troubleshooting checklist template to show up.     I don't think I can get them to select the checklist template themselves.

Any ideas?

[carlh]

An additional need I have for Checklist is to report on them.   I'd like to find trends in troubleshooting hardware devices.

"At which step do most technicians stop?"   This will tell us more about whether our technician is troubleshooting properly and also give information about the devices we may be able to use to make decisions.   If a hardware device is having the same problem often, we may choose to stop using that hardware and go another direction to avoid this identified issue.

I hope more people share this need and that we can get something in the works for Checklist!

Thanks again