ServiceDesk

Hello,

I am brand new to Service Desk.  I was wondering if there are other organizations out there that have need to assign multiple individuals to an incident, and if so, how are you doing it?  We have situations where there may be several different people, not all from the same service queue, to work an incident.  From what I have learned so far, Incident Management is meant to have one assigned service queue and then someone from that queue takes ownership.  Any advice is appreciated.  Thanks.

Most people who have incidents that require multiple peoples assistance usually use sub-tasks. This allows each sub task to be assigned to an individual or group for working their specific piece. Once all the sub-tasks are completed the overall incident can then be closed. Using this process it allows everyone to see which tasks are still needing to be completed on an incident and who is assigned to that specific function.

Thanks, that's what I thought, but subtasks seem very limited.  The only option is to provide a resolution and resolve.  Do most people use the incident Comments section to track what they're doing up until the Resolve step?  Some incidents might span days with several technicians needing to provide input, share ideas, etc.

Also, is there ANY more thorough documentation out there besides the User Guide?  One could spend days surfing this forum just to piece together a solution to a problem or answer a how-to.

I appreciate your response, thanks!