Hello,

I searched through the training content (videos, admin guide, etc.) present on the ManageEngine website and could not find a video, job aid/guide training technicians on how they should process an Incident ticket that contains Tasks, each task assigned to a different Group.

I reached out to ServiceDeskPlus support, and they confirmed that they do not have any training material for technicians covering how technicians should process an Incident that contains Tasks.

If any community members here have training material on that subject, I would appreciate it if you're willing to share it.  We have an urgency to implement the use of Incident templates that contain Tasks, and we need to train  technicians on how to process such servicedesk incidents.

Note - I did find material on how a ServiceDesk Admin should configure an Incident template that contains Tasks; but the training material I seek is for technicians - illustrating/instructing technicians on how they should process Incidents that contain Tasks, each task assigned to a different group.

Thank you,

Edgar