Other helpdesk programs offer the "Task" instead of a ticket. I understand WHD offers child tickets, but what about a "SIMPLE TASK" like updating inventory? Giving badge access? Tasks that take a person no longer than 2 minutes to complete?
I think the current "Tasks" within request types should be changed to "Child Tickets" as thats what it actually does, it just automates child tickets.
Actual Tasks would also be linked to a ticket or child ticket and would just be a "STEP" of the process and this way the task could get linked back in reporting to the technician.
Example, we have a new hire ticket > it currently fires off about 3 child tickets for; Account creation/Access, Hardware, VoIP.
Within the Hardware ticket, hardware must be procured, imaged/configured, setup at user station. We have 1 person that ships from a central location for Hardware when it gets approved. The hardware ticket goes to him first, he enters the details of the shipment as a tech note, then reassigns it to the tech that will be finishing the imaging and setup.
In the meantime, the tech doing the shipping & inventory will not show up correctly on any decent report for submitting a note on a ticket. This is where an actual TASK item would be extremely useful.
On a report we could then theoretically see closed tickets & closed tasks.
