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I have been working on a requirement that states that a user should be able to receive a case, and then assign it to multiple teams for review. I am considering tasks vs. generating parent child relationships. As an added requirement the customer wants to be able to track metrics around the time for the individual teams take to resolve the case (or task.) My questions are:
I know its a lot, just want to determine what the normal best practice you may do in your work.
Thanks,
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That's what I'm not sure about - depends on what you are going to use them for.
You can capture the resolution times in a separate field, or you might try to calculate them automatically using a calculated field. But, then, is is a resolution time from the client standpoint or from the team standpoint? (as in.. it may look as if it took 5 days from the client perspective, but, in reality, the team only spent an hour - it just did not have time to work on that task until day 5)
Hi Wal,
I think the main difference between cases and tasks is the amount of information you can store in a case vs the amount of information you can store in a task. If all you need is, really, just to notify the team and track the time, then I'd go with the tasks. If every task can end up being a "case" on its own, I'd go with child cases (as in.. there could be other contacts involved, other tasks assigned, other SLA-s, etc)
To answer your other questions:
- Re: workflow - you can simply set "Parent Case" field when creating a child case
- Re: rollup - I don't think you can create this kind of text directly in the rollup field, but you can have two rollup fields (total number and resolved) instead
You can capture the resolution times either way - not sure how you are planning to use them, though.
Hope this helps.
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