In a service-oriented environment like the IT service desk, tasks are often comprised of sub-tasks, and may be both independent of each other as well as interdependent on one another.
For example, two tasks may be performed by different people at different times, but one task relies on output of another task.

This generalized structure can be found is situations ranging from change requests to web site creation.

ServicePRO’s ad-hoc project functionality enables creation of hierarchical structures that consist of requests, child requests and subfolders for efficient management of multi-task projects.

Each request within a project has its own workflow properties. It can be routed to different individuals or teams, have its own notification options, priority, start date, due date, etc.

Let’s take a look at a simplified example that involves creation of a new web site.

We begin by creating the parent request, our new Sample Site.

Creating a Parent Request

Next, we can create subfolders for each page in our web site. How we structure the project is completely flexible. In this case, since each page requires independent tasks (like writing, graphics, programming), it make sense to place all page-related development tasks in their own sub-folders.

Adding a Project Folder to the Parent Request

When we add the project folder, a hierarchical project structure appears to the left of the preview pane:

Project Structure Displayed on Left Pane

We can now start adding child requests in the About Us folder for creating the web page:

Adding Folders and Child Request to Manage Web Site Development Project

The project structure on the left pane is now starting to reflect our new web design.