We have several internal processes that require multiple teams to take action on a single request/incident. With the inability for client information to be automatically copied to child tickets thru tasks, what is your work around?
For example a new employee ticket we have at least three teams that need to take action. The initial ticket has an SLA associated with it (let's use 14 days for this example).
The first team has to create accounts (AD, exchange, etc.).
The second team needs to create application specific account configurations AFTER the AD accounts have been created. This is a perfect setup for a task, but the client info does not carry over.
The third team (which defines the SLA since account creation doesn't take that long) needs to order/provision equipment. This team needs the 14 days and the clock starts when the initial ticket comes in.
Again, using tasks would be great just from this perspective.
From the Request type perspective, what do you do? Do you create three hidden (from clients) Request types that are specific to each team (New Employee - team 1, New Employee - team 2, New Employee - team 3)? How do you associate all four (initial ticket, and the three task tickets) to one another? Has anyone come up with an impressive action rule or series of action rules? Maybe use a rule to change the initial ticket so there is only three tickets?
The different Request types make sense from a SLA perspective. Each team's (Tech Group) manager can be aware of any breaches or status of work items assigned to their respective teams.
We also had the idea to step out of the ITIL structure and make the initial ticket a problem and then try to associate the other three tickets as incidents. This may help with the association but not the client information.
As the initial question states, just curious to know what more mature implementations of WHD have done to overcome the client info and association gaps in the product.