Feature needed in Tasks within Requests
I was experimenting with the built-in request template of, "New employee joining the organization". I noticed 4 tasks are automatically created when you use this template. Those tasks are:
- Setting up email address
- Entry in Active directory
- Setting up user computer
- Setting up user location
There is a significant feature needed in this "tasking" process. Given this specific example, this is a type of request where these four tasks might be performed by different GROUPS within an IT organization. Setting up an email address might be done by the Helpdesk. Setting up Active Directory might be done by the Server Team. Setting up the computer might be done by PC Administration.
...etc.
While you can assign tasks to INDIVIDUALS, this is very short sighted. In a large IT organization, there will be more than one individual charged with these types of tasks. A task within a request needs the ability to not specify a Technician, but ALSO JUST specify a GROUP. The "Setting up user computer" should be a task defined in the request template that is automatically assigned to the "PC Admin" group. They can receive a notification that they have a new task, etc.
Also, a level of hierarchy needs to be added to this particular feature. Tasks should be able to exist self-contained, as they are now - where each one is a separate effort - but the need to make "Child Tasks" of a parent is needed. Consider this possible task structure under this particular template:
---------------
- Entry in Active directory
+ Setting up email address
+ Assign to proper distribution lists
+ Add to department level groups
- Setting up user computer
+ Install Operating System
+ Install necessary software
- Setup communications
+ Order company cell phone
+ Activate phone plan
---------------
There are TWO different examples to note above. The first is within the "Entry in Active Directory". Entry in Active Directory, is itself, an actual task. However, the sub-tasks cannot be completed UNTIL the Entry in Active Directory is completed. You can't add a user to the proper distribution lists...if you haven't created the entry, etc. The ability to establish dependencies on tasks would be a great feature.
The toerh example to note is the "Setting up user computer" and "Other". These aren't actually TASKS, themselves - they're both "Task Items" that aren't actually tasks...but a summary item describing what all the sub-tasks accomplish. ONCE you've installed the Operating System and ONCE you've installed the necessary software, THEN the entire "Setting up user computer" is done. In this example, the main task wouldn't be something that is assigned to anyone or whose status could be directly changed. The "Setting up user computer" would changed to "Completed" once ALL child tasks are completed.
The same goes for "Setup Communications". That isn't an actual task that needs to be assigned to a person, but is something that would be considered "completed" once both child tasks below it are completed.
In addition to assigning tasks to GROUPs, not just TECHNICIANS, having two different types of grouping features for tasks would greatly enhance the product. The "New Task" button could be replaced with one that says, "Actions" - that includes 3 options:
* New Task
* New Task Group
A "New Task Group" would be like the "Setting up user computer", where the group task isn't an actionable item, just all the tasks underneath it - and the group-level task would be completed only after all individual tasks are. The changing of status of the "Task Group" should be automatic once all sub-tasks are completed. When adding a new task, include a way to list existing tasks and be able to highlight/select an existing if it is a "Parent Task".
- Setting up email address
- Entry in Active directory
- Setting up user computer
- Setting up user location
There is a significant feature needed in this "tasking" process. Given this specific example, this is a type of request where these four tasks might be performed by different GROUPS within an IT organization. Setting up an email address might be done by the Helpdesk. Setting up Active Directory might be done by the Server Team. Setting up the computer might be done by PC Administration.
...etc.
While you can assign tasks to INDIVIDUALS, this is very short sighted. In a large IT organization, there will be more than one individual charged with these types of tasks. A task within a request needs the ability to not specify a Technician, but ALSO JUST specify a GROUP. The "Setting up user computer" should be a task defined in the request template that is automatically assigned to the "PC Admin" group. They can receive a notification that they have a new task, etc.
Also, a level of hierarchy needs to be added to this particular feature. Tasks should be able to exist self-contained, as they are now - where each one is a separate effort - but the need to make "Child Tasks" of a parent is needed. Consider this possible task structure under this particular template:
---------------
- Entry in Active directory
+ Setting up email address
+ Assign to proper distribution lists
+ Add to department level groups
- Setting up user computer
+ Install Operating System
+ Install necessary software
- Setup communications
+ Order company cell phone
+ Activate phone plan
---------------
There are TWO different examples to note above. The first is within the "Entry in Active Directory". Entry in Active Directory, is itself, an actual task. However, the sub-tasks cannot be completed UNTIL the Entry in Active Directory is completed. You can't add a user to the proper distribution lists...if you haven't created the entry, etc. The ability to establish dependencies on tasks would be a great feature.
The toerh example to note is the "Setting up user computer" and "Other". These aren't actually TASKS, themselves - they're both "Task Items" that aren't actually tasks...but a summary item describing what all the sub-tasks accomplish. ONCE you've installed the Operating System and ONCE you've installed the necessary software, THEN the entire "Setting up user computer" is done. In this example, the main task wouldn't be something that is assigned to anyone or whose status could be directly changed. The "Setting up user computer" would changed to "Completed" once ALL child tasks are completed.
The same goes for "Setup Communications". That isn't an actual task that needs to be assigned to a person, but is something that would be considered "completed" once both child tasks below it are completed.
In addition to assigning tasks to GROUPs, not just TECHNICIANS, having two different types of grouping features for tasks would greatly enhance the product. The "New Task" button could be replaced with one that says, "Actions" - that includes 3 options:
* New Task
* New Task Group
A "New Task Group" would be like the "Setting up user computer", where the group task isn't an actionable item, just all the tasks underneath it - and the group-level task would be completed only after all individual tasks are. The changing of status of the "Task Group" should be automatic once all sub-tasks are completed. When adding a new task, include a way to list existing tasks and be able to highlight/select an existing if it is a "Parent Task".