Hi,
we are using OTRS as ticket system and evaluate JSD as a possible replacement. I have one major issue which is likely a dealbreaker, but I would like to confirm if I get it right:
Situation:
All of our customers and their individual users need to be pre-approved to raise support requests due to security requirements. This is done via Email address authentication and the addresses are implemented internally during onboarding.
However, since customers are using email with OTRS, they can CC other team members or external service providers/customers (which is ok in our processes as they CANNOT create new ticket but participate in the resolution of the one ticket they are on CC).
After that, we answer all parties, meaning we can discuss and work all together on the issue which is essential to us.
To reflect that in JSM:
I understand, regardless of Portal or Email usage, a ticket participant has to be a Jira customer. To achieve this, I would have to allow everyone (or max. by domain) to register an account. If so, the customer would send email to us and CC others. These others would then get a Jira email, register and get all the updates from us + can add comments going forward.
BUT if we do that, we breach our main goal that only pre-approved customers can raise new requests. And if I don't allow that, the "others" in CC would receive the original email but wouldnt see answers from us or wouldn't be able to reply.
Is that really the case?!
Thanks in advance and best.
