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

This widget could not be displayed.

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


Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Tuesday in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

137 views 1 3
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you