Agile Best Practices

[Keith Ciupak]

Hello, Looking for common best practices when using Service Catalog items as a work intake and then opening stories related to the work request. Do you generally keep the service catalog task open after a story is created? Looking for a best practice to ensure metrics are not impacted with a SCtask left open while stories are being worked......

Thanks

[Jacobi]

Hello Keith, 

We keep the incident open until the story is closed. We have an On Hold Type which is a substate of On Hold where we can specify the incident is awaiting development. Then we setup a Triage Definition on the Triage Board off of the Agile Board backlog where we can convert any incidents that are awaiting development into a connected story. We've also written some business rules that stamp the work notes of the incident when the related story is brought into a sprint and when it is completed so that the incident owner stays informed and keeps the customer up to date.