Browse/View-only access to tickets to third-party to monitor the progress

[Dean Balani]

Hi there, 

I am currently evaluating JIRA ServiceDesk and unsure how we can handle the below scenario,

We work on behalf of a third-party vendors and provide service to their clients. We would like to allow third-party vendors to watch/monitor the tickets submitted by their clients. There are multiple third-party vendors and they only need a browse/view-only access they will not required to update the tickets.

We also want to have an option to notify them via email on some key updates (not all communication between us and the clients) on the ticket. I believe it can be handle by status rules and triggers but need someone to confirm.

Clients will be completing the service request via a service request form on the website so it is important anyone can raise a ticket, we won't have clients details pre-populated in the system. We want to allow client to choose one of the third-party vendors in the form from a drop-down list which we can pre-populate. At this stage, we have 13 third-party vendors.

Reporting

1. We want third-party vendors to see the relevant tickets where the customers have chosen their name from the drop-down list when the tick was submitted.

2. We want third-party vendors to see the relevant customers (not all) who have chosen their name from the drop-down list when the tick was submitted.

Based on my research I can sign up for JIRA Core license for third-party vendors and setup as collaborators but I am not 100% sure how it will work and if above reporting requirements can be achieved. 

Can someone please assist and guide me how can I setup this and what licenses I would need?