Relationship between Service Requests and Stories

[amarks]

Hi folks,

I'd like to ask a question about tracking Requests through a development lifecycle.

As part of Service Request Management, we may get requests for services that we don't currently provide but would like to, thus creating an opportunity for a another type of ticket. (It could go into demand management, but for now, let's say we want to track it through an Agile development lifecycle.)

I would imagine that we would close the existing Service Request and open a Story ticket. Is there an OOB method for having a story as a relationship (showing in related lists) with a story? If not, I would imagine we can create and m2m table to track the relationship and display in related lists.

Is this something you are doing or have done? Is there a different or better approach?

Thanks,

Adam

[Mark Manders]

You can relate any kind of record to any other kind of record. 

Depending on how often this happens you can choose to either keep the RITM open until the service is ready, or the decision is made to not start with it. Or you close it after you create a new ticket from it, saying that the request is about something not yet being delivered and it will be communicated if it is ever being created. This all depends on your process and communication strategy.

I am not sure why you go from request straight into Agile development, because I think it first should go into Demand Management and when it is decided it will become part of the service offering, you go into Agile Development to develop it. There you can further track it and with a simple custom 'source' field, you can easily track it back to the RITM and maybe even add an automated email to it, to inform the requester, if it is closed. 

[amarks]

Hi @Mark Manders ,

Thanks for your response. It should go to demand, as you say, but we are still working to implement demand management having both request and project implemented before I arrived here.  

Having said that, does relating the RITM to the STORY require us to create an M2M table if we decide to create this interim solution?

Thanks for your assistance,

Adam

[Mark Manders]

If it really is many to many: yes. But you should really consider waiting if that's the case. When you need multiple stories created from one RITM, do you really want to skip demand mgt or project mgt? Stories are work items and before you start working on something, that work should be evaluated and approved.