Tasks & Templates & Incidents....?
Howdy,
I'm having trouble understanding how Tasks and Task Templates work.
Here's what I would like to do, but I just don't know if this is possible:
I would like to create some Tasks for things like New Employee Setups. These tasks would be things like Create an AD account, Assign a phone extension, Deploy a Laptop, etc
I was hoping I could create a Task Template or Task Group that would contain all the tasks that go together.
Then, when a ticket comes in that we hired a new person, I would somehow assign the New Employee Task Template/Group/Whatever to the Ticket so we could use it as a checklist of al lthe various things we need to do for a new person.
I played with it a little bit but don't seem to get how it works.
What I did so far was to create an Incident Template for New Employee Setup and then manually created Tasks within that template. This seems to work OK but all the Tasks have my name on them because I created them.
I'd like it so that when a ticket comes in and gets assigned to a Technician, that all the tasks within that ticket would also get assigned to the Technician.
I'd also like to be able to assign these tasks/templates to existing tickets since 99% of our tickets would come in through an email so they'd be created prior to us being able to associate a template to the ticket.
Does all of that make sense? Is it possible? Any guidance would be great.
Thanks!
I'm having trouble understanding how Tasks and Task Templates work.
Here's what I would like to do, but I just don't know if this is possible:
I would like to create some Tasks for things like New Employee Setups. These tasks would be things like Create an AD account, Assign a phone extension, Deploy a Laptop, etc
I was hoping I could create a Task Template or Task Group that would contain all the tasks that go together.
Then, when a ticket comes in that we hired a new person, I would somehow assign the New Employee Task Template/Group/Whatever to the Ticket so we could use it as a checklist of al lthe various things we need to do for a new person.
I played with it a little bit but don't seem to get how it works.
What I did so far was to create an Incident Template for New Employee Setup and then manually created Tasks within that template. This seems to work OK but all the Tasks have my name on them because I created them.
I'd like it so that when a ticket comes in and gets assigned to a Technician, that all the tasks within that ticket would also get assigned to the Technician.
I'd also like to be able to assign these tasks/templates to existing tickets since 99% of our tickets would come in through an email so they'd be created prior to us being able to associate a template to the ticket.
Does all of that make sense? Is it possible? Any guidance would be great.
Thanks!