How would you setup the Level 1 - Level 2 and Level 3?
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?
It is a common requirement. Here is what you can do.
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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