I was wondering if anyone knew if it was possible to perform a calculation on the task process that would stop/start the clock on the parent incident process? I could accomplish the same action with a bulk scheduled query/action but it would be nice to be able to do it "on-demand" via the process. I'll give you some background as to what I'm trying to accomplish.
At the moment we use an incident process for Service Requests. The SR team log a ticket for the SR and assign a task to Desktop and tick "Awaiting Delivery"/Stop clock if the item is being delivered by a Third Party (I.e. New computer/monitor etc) and when the item is delivered Desktop run an action in the Task process to say the item is delivered which date stamps the delivery and at this stage I would like the clock to automatically restart on the Incident. Anyone have any idea if this could be (and an idea of how) this could be accomplished using calculation?
The other way I was thinking was to do a query to pick up where the Item Delivered box on Task is ticked and the incident clock is stopped and apply a bulk action schedule to restart the clock but I'd prefer a calculation if possible.
Could you not have a precondiion in the Request process that checks on the task process status (whatever it is for delivered) which then does an automatic action to stop the clock?
Yes I could do that and that was an option but the task can be generated from multiple statuses within the parent process (almost all of them in fact) and the parent process would by extension require the precondition/decision at every status where it is possible to setup the task from, something that is impractical and would result in a spaghetti process (even worse than we already have).