Jira Service Desk - Send a request to other team

zoha khoshnoodi

I want to know how can I do something like this in jira service request ?

I had 3 team in my jira :

First team is just customer that can create request for second team.

Second team is a team who get first team's requests and answer them and also create request for third team .

Third team get second team's requests and answer them.

There is a condition that first team can't request to third team and any of the third team's member are in second team.

Sometimes after second team check the first team request , know that they can't solve it themselves and need third team's help. 
Is there any way for it? just send a specific request to other team, without change it to other type like task or bug?
I need to keep the request secret then I want to keep it in service desk type not software or business. 

Jack Brickey

How do you destinguish ownership between team 2 and team 3 within JSD? It sounds like ownership is defined by the issuetype? If you want the reassignment to be automatic then there has to be some change by the team 2 assignee that results in reassignment. For example here are some possible solutions:

• team 2 assignee simple reassigns the issue to a team 3 agent
• team 2 assignee transitions to a new status, e.g. Escalated and this new status results in moving the issue to a new ‘team 3’ queue. It is up to team 3 to monitor the queue.
• similar to the second option you could use a custom field rather than a status.

now you mention keeping the request secret so it sounds like you may be trying to  create a new issue when escalating to team 3? If that is the case you will need to have a separate project for all team 3 issues. You can use the above ideas and leverage automation addon to create this new issue.