Workflow that supports 2 tiers

[Ann Marie Kjerland]

We want to integrate our current 2  help desk projects into a single workflow that supports two tiers. The first level will handle simple issues, while the second will triage more complex problems needing developer review to determine if a bug is required. Any suggestions for an out-of-the-box workflow that facilitates handoffs between teams?

[Satish Venkata Sesetty]

Hello @Ann Marie Kjerland ,

We can do this by creating one workflow for two different teams with help triage status as intial status then add two transistions with different statuses from Triage like Inprogress(Tier 1) and Inprogress ( Tier 2) Based on project write the automation to move ticket automatically to those statuses. by this you can achieve the requirement.  

Thanks

S.venkata Satish

[Ann Marie Kjerland]

Thanks for the advice- I'll look at that