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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?
Hi @Shaik Thaheer ,
For first question
Yes, you can have different Issue types ,workflows for each of the projects.