Best way to transition a JSM service desk ticket to a long-term project without impacting JSM SLAs?

[Tosha Liveoak]

Our scenario: a JSM service desk ticket comes in and it's determined that this will be a project. The ticket is triaged and determined by the manager if it's a project.

We need to solve for:

• "Converting" a service ticket to a project and...
  • Keep service ticket with the requestor and not break the communication
  • Not impact SLAs with the service desk
  • Keep visibility with the team that owns the project to perform the work

Any ideas or best approaches you would recommend? 

1. How do we define our SLA for issues that there is no SLA? 
2. If we created a label, say, "project request," how do you/can you automate the SLA to drop off and not impact the full ITSM SLAs for true service desk tickets?
3. Is there a "Project Request" service catalog option for the customer to choose a project request and it doesn't impact the SLA of the service tickets coming in?

Currently, our teams will create a Jira project for those projects and could link the service desk ticket to it. However, it doesn't solve for the no impact to SLA for example. 

[Mohamed Benziane]

Hi,

You could create a request type that doesn't have a sla, so when an agent change the request made by the user to "Project Request" there will be no more SLA. 

you could also add a condition in your actual sla to hold it based on the status.

[Tosha Liveoak]

Can you show me how to do this? TY!