Hi everyone,
One question I've been asked several times and never had a good answer for is how work transitions between Project Managers with their Project Tasks to itil or sn_customerservice_agent fulfillers working elsewhere in the system.
For example, a project manager needs a server built, so they create the task, what's the recommended practice for getting that work request to the server team that builds it? That tier 2 or tier 3 tech isn't going to have an SPM license.
Obviously there are lots of ways to do this, some better than others. Add a related list for a task type they can see; make the PM go out to the portal and submit a catalog item, then find it and parent it to the project task; give your tier 3 shop SPM licenses; etcetera.
Is there a best practice or recommended practice? What are some solutions you've used?
