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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?
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:
There are plenty out there to learn.
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