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What are the best practices in setting up different support levels in JSM?

How would you setup the Level 1 - Level 2 and Level 3? 

For example:

Level 1- Level 2 would be a JSM project

Level 3 would be a Jira Software project

We would add a field Level 1/Level 2/Level 3 to the issues in the JSM project and whenever an escalation to Level 3 happens we would transform the ticket to be a Jira Software ticket.

Or should this be handled differently? 


What was your experience on that?


1 answer

0 votes

Hi @Adela Tataru 

It is a common requirement. Here is what you can do.

  • Let customers raise tickets in JSM
  • Have a status in your workflow to escalate or send issue to 3rd party
  • When issue is escalate, create a linked issue in another project like Software project

Do not move tickets from JSM to Software. Linking is a better way of doing it. Another project makes sense when ticket resolution needs a bug fix or problem or change request that might require another team to work on it.

I hope it helps.


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