Hope this helps...
No, you cannot add issues to a tasks. For my help desk queue, I will just put in the update stream here are the things I will need to do. If I want others on the team to help me, I tend to break it up (one update that is my stuff, another update that is all their stuff and I tag them). If you have cases where the same thing happens a lot (i.e. New Hire), you could create a custom form with the check list that people can update.
There are two options: 1) Your team can manually add a custom form with the additional field, or 2) you can use a Section in your custom form for Internal Use Only and can limit the view and contribute rights. For our queue, it is for the Admins so we use the Admin Only option, but you could also use people who have contribute or manage rights on the project as a way of hiding or making certain fields read-only.
Unfortunately, I don't think there is a validation you can do that stops you from closing an issue without a certain custom field filled out. However, if it is really really important, you can attach an approval path to the request. So when someone closes it, it has to go to you. You check if there was a resolution entered, if not, you reject and it goes back to your team, if it does, you can approve and it is officially closed.
For our SLA, it is just when the issue is picked up so we use Entry Date versus Actual Start Date. So I'm hoping though someone else has an answer for you about aging that excludes the Awaiting Feedback status.
Anthony Imgrund FCB
