ITSM - Where to get started

[azmi]

HI,

Been playing around with the solution for some time, but I can't seem to wrap my head around creating L1-L2-L3 escalation, ITSM way. Is there a doc of some sort that can guide me on this? 

Thanks.

[Alex Koxaras -Relational-]

Hi @azmi and welcome to the community,

I would begin by reading this post: https://community.atlassian.com/t5/Jira-Service-Management/Configuring-agents-as-L1-L2-etc/qaq-p/1732903

After that I would dig into Atlassian's documentation: 

• https://support.atlassian.com/jira-service-management-cloud/docs/best-practices-for-managing-escalations/
• https://www.atlassian.com/incident-management/itsm
• https://www.atlassian.com/incident-management/kpis/severity-levels

There are plenty out there to learn.