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Proposed workflow
Form Changes
Assignment group and assigned to would need to be added to the item form when the item is simple structured
Display short description and description on the form for simple structured items
Work notes field on the item as well?
Notifications
We would need new notifications for the assignment of items to groups and individuals. They would include the information that the customer entered.
Other Considerations
- Additionally training will be needed
- How to report
- The necessity of creating task(s) to complete the item and request
We need to look at how these will show up in the work queues- If this assigned to or assignment group it set it will show as normal
- Does this fit into the ITIL framework?
- Should we take a different path if any of the tasks are closed incomplete?
- SLAS?