What is the recommended process for expanding a service desk request into a project?

We are just starting to use the service desk. We will be having clients making maintenance / project requests through the desk. Our current thought is clients will make the request, we provide an estimate for the work, and the client approves it in the desk interface. Once they approve we will create project/tasks to complete it.

My question is: How do we expand a request to a project?

My current thought is most clients will have an existing project so we create an Epic from new "projects" that come out of a client request. We then use "Epic Link" or "Links" on the service request over to the Epic. We then keep the service request open until the project (really Epic) is complete.

Does this make sense? Is there a better/recommend approach to when you need to expand a service request into a project?



1 answer

Hi David, 

Yes, that is the best solution. At least that's how we operate with SAC and JAC. smile

Let us know if you have further questions. wink


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