Collaborating with your internal teams on service requests
The traditional workflow of a service desk will involve a customer raising a request, and an agent working with the customer to come up with a solution. This will usually work in scenarios where the problem is simple and straightforward to solve. However, in many real-world situations, the problem can be complicated, and may require multiple people from different teams to collaborate together to be resolved.
In this recipe, we will look at how to collaborate with people outside of the standard support team. Normally, you will run a single JIRA instance hosting both your service desk and engineering projects, so it is very easy to collaborate together in the single system. In this recipe, we will look at a more complex scenario where the support team is using a JIRA Service Desk instance, and the engineering team is using a separate JIRA Software instance, and having both teams work together on resolving a customer request.
