Making incident titles and task descriptions meaningful

Idea created by Jean Tagliamonte on May 25, 2016
    Under Consideration
    Score20
    • Jean Tagliamonte
    • craig.stockman@samanage.com
    • Todd Funasaki
    • 7238565

    (Originally posted on 11, March 2015)

    If you get an incident that is generated from a Service Catalog Item, all the incidents in your queue have the same title, which isn't super helpful.

     

    It'd be great if there was an option to change this automatically, but we found a decent workaround.

     

    Once the incident is created, the title is editable. The tech can rename the incident to whatever they'd like. It doesn't affect the metrics, as far as we can tell, because the system tags it with the initial title. You can report on "Incident created from a SC item" and "Tag=[original catalog title].

     

    For Tasks, we've found that we need to be more diligent in creating meaningful descriptions for the tasks in the workflows so that the tasks in your task queue don't all look similar.

     

    It'd still be great if we could get the little eyeball on tasks as well so you can see the related incident quickly and easily.

    What problem will this feature solve?: