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Please confirm on below points

1. Need help to setup multiple Groups to handle the tickets.Lets suppose we have one team called Support for an org which handles tickets at multiple levels like L1,L2,L3. L1-->L2-->-->L3-->Issue Resolved-->L1 for final communication. We need this journey to capture using these groups L1,L2,L3 and define separate SLA's for each group under support project. Hope this clarifies. Please let us know the possibilities. 

2. If we have different projects in JSM, can we have different ticket fields/workflows for each project?

1 answer

1 vote
Rilwan Ahmed Community Leader Nov 27, 2022

Hi @Shaik Thaheer ,

For first question

  1. Create required groups like L1 Support, L2 Support etc.
  2. Create a single group picker field and name it like Assignee group and map it to the project screens. Also add the group picker field in the project notification scheme events like Issue assigned, Issue updated etc. 
  3. Create SLA based on issue updated and assignee group = L1 Support etc. 

For second: 
Yes, you can have different Issue types ,workflows for each of the projects. 

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