Hello everybody, Due to some Change license quantity limitations we plan on using Tasks a lot. We (IT) are having a little heartburn with Task Templates not being able to dynamically route to a Support Group. Our IT department would like to use "shared" templates for things like application upgrade, create new interface, etc. That way teams are using consistent processes. The problem is Tasks do not dynamically assign to a Support Group when created from a Change Template that includes Tasks.
By process "Standard" changes (in theory a large percentage of our changes) created using a CHG Template do not need approval/review before works begins and should be able to be worked almost right away by a Task User. For Standard changes a CM Submitter/Viewer + Task User should be able to submit the CHG using a CHG Template and start working Tasks without the CHG Coordinator/Manager's involvement. These people with only Change Submitter/Viewer + Task User will not see Tasks assigned to their group in the Overview Console until each Task is opened and assigned to their Support Group (obviously). They can only modify a Task opened from the Overview Console (i.e. it is assigned to their group); if they access the Task from the CHG the fields on the Task are Read Only because they lack Change User permissions (another post to follow to see if this is as designed). As a workaround the idea is to create "shared" templates (CHG/TSK) that assigns to each Support Group. For example "application upgrade" would be multiplied by our 45 Support Groups. Multiply that by the number of TSK/TSKGRP templates in that "shared" CHG template and we are looking at quite a maintenance chore (if not nightmare). My thought is the time and effort might be better spent developing a customization that will assign the Tasks to the CHG Coordinator Support Group upon Task submission (or soon after due to timing issues) if the TSK Assignee Group is NULL. This way there is truly only one copy of the "shared" CHG Template and one copy of the associated TSK/TSKGRP templates. It also makes sure there a no unassigned Tasks. Has anybody else been in a similar situation? Anybody see potential issues with the customization I am proposing? ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Windows 2008 SQL 2008 Thanks! Jason _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
