Ticket workflow going through multiple projects

Joshua Stokes

Hello everyone,

I have had a request from a department to create a new Portal Section to host 2 new forms our users will fill out.

TEAM A and B are 2 different Service Management Projects (company managed)

They are then wanting it to flow as close to the below as possible.

User submits ticket from portal.
This goes to TEAM A to check the ticket.
TEAM A would like the ticket to have further questions for them to fill out.
Once they have filled out these additional questions it then needs to go to TEAM B.
TEAM B will then check TEAM As answers, they will then fill out further questions and then approve the ticket.

How can I add new questions at each step for both TEAM A and TEAM B?

Is there a way for this single ticket to float between each project? 

Any help will be greatly appreciated, please no 'copy and paste' from AI... I can do this.

I am after some 'real experts' who have some knowledge of this please.

Thank you.

Sebastian Krzewiński

Hi @Joshua Stokes 

 

Moving tickets between project is doable but it will be a mess for customers (switching between portals and changing issue key) and for agents who should work on that.

Did you consider that Team B will opening ticket on Team A project and fill questions? As I understand Team A is responsible for a ticket from the beginning till end. In this scenario you can create dedicated status on workflow in Team A project and dedicated queue on project Team B that users will be able to see it. After adding answers for questions ticket can move automatically to another status that agents from Team B don't have to think about changing status.

 

Regards,

Seba