How to organize support into teams or levels in JIRA Software?

Hi everybody.

I am looking for a hint in this situation:

We run JIRA 7.1.1 standalone server, JIRA Software but not JIRA Service Desk.

We take primarily Incidents and Service Requests, but also Changes, from users (application users) and handle them in projects of operational (application operations support) nature.

There is a vendor providing top level operational support with access to this project and we would like to split assignees in this project into 2 groups / teams / levels. The common use case is: when Level 1 suport team (internal IT) cannot resolve the issue it is escalated (I mean functional escalation) to the Level 2 support team (external vendor and its support team). Membesr of Level 2 team also can descalate back to Level 1 (and leave issue unassigned or asign it to one of Level1 team memebers manually.)

The goal of this is to:

  1. Clearly record time when issue has been escalated / assigned to Level 2 support team (vendor) and desclataed back to Level 1 team so we can somehow track vendor's SLA performance.
  2. Optionally, to restrict visibility in the project so members of Level 2 team only can view all the issues currently handled on Level 2 (unassigned as well as all assigned to Level 2 team members, no matter what issue status) and issues in which particular member of the Level 2 team participated (and has been desclated from Level 2 back to Level 1 before it was resolved/closed).

Can this get achieved with standard JIRA Software features or there is a AddOn that you know and can do this? How please?

Many thanks


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