The solution from Susan Champagne is correct, and I would add for you to change the system application preferences record to have that as a default as well since it's likely not many users changed their preferences. Anyone who has already set their own preferences will still need it set.
Also, I think there should be a "Task Console" from BMC because a lot of users don't use the Overview Console at all. For example, a Service Desk person is likely to just use the Incident Console on the Home Page since they don't do Problem or Change Management. I believe there are a few fields available on the specific consoles for each specific module that are not available on the Overview Console that some users want. I mention all of this because there really is no way to truly make Tasks completely visible to either the people assigned to them or to I.T. management who might be interested in measuring metrics. A policy some organizations make to have Tasks be used effectively is to make the owners of the parent requests responsible for Task updates and completion. A Change Coordinator, for example, is a lot like a Project Manager. When the PM assigns out tasks to the person doing the work, there is no specific requirement that the person doing the work update the project plan, it is the project manager who updates the system when they hear back that the person did the work. In my organization we've found Tasks to be a little too hidden to make the Task Assignee completely responsible for them. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brittain, Mark Sent: Friday, January 04, 2013 8:53 AM To: [email protected] Subject: Viewing Tasks in ITSM 7.6 ** Hi All and Happy New Year, The first question of the year. User A is assigned an Incident, creates a Task assigns it to User B. Where would User B see the Tasks assigned to him/her? I don't see the Tasks in the Overview Console. Should they be there or somewhere else? Is there a configuration setting that needs to be applied? ITSM 7.6.04 SP3. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company [email protected]<mailto:[email protected]> Office: 315-453-2912 x5335 Mobile: 315-882.5360 ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
