We are moving from SD+ premise to SD+ OnDemand. We've been using S+ for about 11 months. 

Our team is going through process reengineering as part of the migration process in order to provide exceptional service to our internal clients. We handle everything for our organization from hardware/software purchasing, licensing, provisioning, application support, network support, software development, business analysis and more.

The team would like to implement a process of cradle to grave ownership where the initial staff member assigned to a request/incident, once properly routed, owns all client communication until resolution. This requires that the "owner" be able to still own a request/incident but be able to get help from higher tier engineers from time to time. 

Our understanding of SD+ has led us to believe that the Owner is then the assignee of the request/incident. If escalation is necessary to a higher tier engineer, the only mechanism we can think of is to assign tasks to the higher tier engineer. 

If that is the most appropriate functionality to leverage, I am trying to figure out how a tech/owner can quickly look at their list of requests/incidents and know that the task has been completed in order to take next steps. We don't want to force the tech to go into each request, details, tasks each hour or day just to find out if a task was completed. 

Two questions:

1. Is the Assignee / Task concept the right way to go?

2. Is there an indicator in the request/Incident list on the status of all tasks in a request/incident?

Other thoughts? 

Thanks