In our company, we often receive requests through service desk. It's sometimes a new feature, sometimes a bug fix and sometimes it's an investigation. And there are even cases when a request is a combination of an investigation + bugfix. We would like to delegate the reception of requests to a dedicated group. And that group will open tickets to us, the development team if they think our involvement is needed. Right now, the service desk is able to assign a task to developers directly which causes a lot of problems as they're really not technical people. Now I wonder if it is possible to set up jira as a ticketing system? If it is, then how? Can someone share their practice?