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We have been using Jira for several months now for projects and are about to launch ServiceDesk for our ticketing platform. We ran into an issue with the fact that some of our tickets are outsourced to vendors. We don't want to add them to our ServiceDesk, because we don't want them to impact our SLA's.
Here's what we're looking for:
1) Create a board where we can track the vendors response time without jeopardizing our own metrics.
2) Allow users to submit tickets to us about tickets related to a vendor so we can monitor vendor engagement.
3) Have the system notify us at set times if an issue is still open so we can ensure the vendor has addressed the issue.
I'm split between Jira Software and ServiceDesk for this type of board. Any suggestions on what you've done and how you would configure this?