I have seen a couple of questions raised regarding this but I haven't seen a definitive answer yet.
We are providing ERP support internally to our organisation but for tier 3 support we outsoource to a third party vendor. How do we best manage this scenario .
Our current thinking is to add the third party support members as request participants and communicate with the support team on 1 single ticket as opposed to having multiple tickets (1 - internal / 1 External support) and linking the issues as it seems their is no nice way of doing this. WE are looking to track SLAs against the external support so it would be cleaner to havea child issue raised but I haven't seen anything in JIRA SD or addins that might assist in this
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events