There are many things in the SD.IncidentManagement workflow that we did:
1. Added a drop-down to change the status on the reclassify task. This is important for us because it allows the worker to have control of what the status of the incident is and not something from the processes
2. Hid a lot of fields that we don't use on the reclassify forms
3. Combined the Edit Incident Details task into the Reclassify and removed it
4. When a reclassification is made it does not go out the Dialog Workflow so it does not send an email after doing so
5. Hid the the Seach Google, Search Google Groups, Search MS Technet, Suggest Self-Service and Start pcAnywhere smart tasks. These should really be put in the Other Actions
6. Added the ability to delete subtask templates. Added a sort so they appear alphabetically.
7. Changed group email notifications to use the group email instead of the users in the group emails
8. Set permissions on who can use certain smart tasks
9. Set Admin permissions for those who work the ticket so they can view private comments (which is broken the way they have it)
10. If a user chooses to reopen the incident in the resolve task, reassign the ticket back to the worker that resolved it
11. Change the timeout of the resolve task to two days and send an email informing the user that their incident has been closed if it times out
12. Changed the Set Task to Emergency in the Main Incident Work model to use the SD.RoutingRules instead of what was there
13. Various changes to the emails to include more information
14. Allow reassignments on sub-tasks
15. Do a check to close all sub-tasks if the main task has been closed
16. Disabled/bypassed forms that like locations and departments since we don't use that or to reduce the number of clicks required to do things
17. Email the primary worker when all subtasks are completed
18. Customized the survey
That's just some of the things I've done to the SD.IncidentManagement workflow but the biggest one for us will be how they handle permissions. Our HR and Payroll staff are adament that no one should be able to view incidents assigned to them due to confidentiality and have adminstrative rights to remove users/groups from the incidents.
I want to see how they handle permissions from the console but they're going for a one size fits all approach which won't fit the needs of many. Most of the things that we did are simple enough to do but we'll see if the Service Desk designers do them.