The one thing that is really tripping me up in implementing GTD is the daily "maintenance" that my next actions seem to require.
I am a project manager in a technical environment. One thing I do is oversee the handling of specific support cases that are submitted by my users and worked on by an external vendor. I tend to have one action for each of the open cases that we have, and I just try and update the Notes for that action as it gets worked on so that it contains the latest information and becomes the "place of record."
My frustration is that each of these cases can have up to 20 emails a day on it, with the back and forth of troubleshooting and trying to figure things out. Each case can last anywhere from 2 days to several months.
I'm wondering what strategies and approaches people use for updating your next actions so that they contain current information about the status of the action and what truly needs to be done.
Am I approaching it wrong? As a project manger it makes sense for me to have one action that contains the whole history of the case, with a note about what the true next action is at the top of the notes. But does GTD really recommend that I create a new action anytime there is a "next step" with a given case - and delete the previous action(s)? So, then, each case would actually be a project (in which case then I'll just need to get my head around having A LOT of projects).
I would love any thoughts and suggestions you have. Thanks!