How do I forward a ticket to an external team?

[jsalazar]

Hey everyone,

How do I forward a request to an external Team? I got an incident that only another IT team at another company could handle. 

[Angélica Luz]

Hello @jsalazar,

Thank you for reaching out to Atlassian Community!

I see that your site has Jira Service Desk and Software, so just to make sure you will be able to share the ticket, I'll add the steps for both.

If you are using Service Desk, as @Gökçe Gürsel {Appfire} mentioned, you can add them as participants, so they will be able to access the customer portal to read the comments and add new public comments. For that, go to the desired ticket and add them to the field Request participants.

If you don't find them on the list, go to the Customers' page in the project and add them first, then go back to the ticket and search again.

• What are request participants? 

In case you need them to check the ticket internally to add internal comments or transition issues, you will need to ask your site administrator to add them as a user with a Service Desk license, and then add them as an Agent to the project.

Now, if you need to share a ticket from Jira Software, it's necessary to add them as a licensed user (only the site administrator can do this) and give them permission to the project.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Gökçe Gürsel {Appfire}]

Hi,

If you're using JSD, you can add them as request participants to the ticket.