Jira Service Desk: Incorporating External Tier 1 Support

[michael.nguyen]

I am looking for a solution to send ticket details to an external team using their own ticket solution to support Tier 1 issues for our company. I have created some makeshift automation rules that somewhat works however I am having trouble with actually sending them ticket information.

Created a Service Account that consumes a service desk license and forwards all its emails to the external support email address.

Workflow:

1. User creates a ticket

2. Based on the type of ticket, it will auto assign to the Service Account

3. Ticket details will be sent to the External tier 1 team <-- *Having issues getting them details*

4. External team should be able to reply to the email so communication can be captured in our service desk if they are replying to the same email thread

5. External team resolves the request

6. When SLA times are done, the ticket will auto resolve and reopen to tier 2 support if a comment from the customer is sent after resolving.

Is there a better way to do this or is there a solution to send ticket details out to an external party automatically?

[michael.nguyen]

Was able to get around this issue by installing the automation for JIRA plug-in. Noticed increase of more flexible field editing options in here versus the "native"  automation rules built-in.

[Boris Berenberg - Atlas Authority]

What tool does the other team use?