Customer issues requiring external vendor advice

[Leon]

What is the best way to keep track of communication with a vendor on a customer issue.

Eg A customer raises an issue however it requires us to obtain advice from a vendor.

We do not want to add the vendor as the participant as it will allow the customer and vendor to communicate through jira comments.

We want to engage in a conversation with the vendor about the customers issue, linking or keeping all conversations together without letting the customer know the advice is coming from the vendor.

[Jack Brickey]

I would consider using organizations within your JSM project. Set up your vendor as one organization and your customer as another. You won’t be able to share across organizations, given your requirement to keep the customer out of the loop, but you can create a linked issue (relates to) for the vendor communications. That way you have two tickets one where your agent communicates with your customer back-and-forth and one where your agent communicates with a vendor back-and-forth.