Our Helpdesk technicians are all using a JSM license, but all other IT Teams (such as SysAdmins, Network, Security, etc.) are only using the Jira Software Licence.
Within JSM we have a Tech Support Projet which contains all the tickets. All the tickets are of Service Requests type. Users are creating tickets by sending an email to a TechSupport email.
Depending on the issue received, sometimes we need to transfer the ticket to another team temporarily, before contacting the customer back with the solution provided by this other team.
From what I learn there are 2 ways of doing this: The first being to create a copy of the original ticket, to link it to the original ticket and then to move the copy to the other team (which is another project).
The second being to use the ''team'' field of the main ticket and assign the ticket to the other team.
Question:
Is there a third way that would enable the other team to write (internal an external) notes within the main ticket (so everything is in one place and easy to follow), and also enable that other team to log their time (work Log), and also enables them to assign that ticket to a specific user of their own team while they work on it, and finally let them re-assign the ticket to our Helpdesk, knowing that these other teams only have a Jira Software licence while we (the support team) have the JSM one?
Thank you in advance.
Chris.
