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?
- How do we define our SLA for issues that there is no SLA?
- 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?
- 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.
