If I understand you correctly, you should explore the Partner Role that we have provided. It was created for this purpose. Just make sure you create the partner in your directory, add their email and phone information, include them in the group that is sync'd via LDAP for the Partner Role. Now they become like any other technician to be added to a team or escalation layer. You can then hand off the request to them to fulfill. They will get notifications just like other Technicians and can log in to add notes and either close the ticket or pass it to someone else.

Hi,

I would suggest also another possible option.

If you only want to inform 3rd party people, that there is an incident (and they have to do something), without giving them technician or partner role (depending of your mfsd technician licences you have) you could use a workflow listener.

In MFSD it is possible to enable the option for workflow listener (enable outgoing webservices) to trigger events when the workflow enter or leaves a state.

The workflow listener itself is an java interface that you must implement in your own java program. with the help of the workflow listener interface you can get your ticket information (as a hashmap).

For more information take a look in the MFSD Developer Guide.

In some projects we already used the workflow interface to trigger events in remote systems, where ticket information was needed.

If you need more information, just ask.

Cheers,
Lutz

Thanks for that. We have set this up now and we are sending jobs to the 3rd party. Our issue now is that they also use a job logging system. When we generate the initial job, the 3rd party receives the message and logs a new job - exactly what we want. However, when the 3rd party (automatically) sends back a verification email (which we want to be added automatically as a note in the relevant job) Service Desk invariably bounces the email. The verification email contains, in the Subject, the words "Service Desk: Incident # xxxxxx"; along with the 3rd Party's Ticket Number eg Ticket 127936: Service Desk: Incident #103085 MBA - Will not turn on (Medium/Open - 3rd Party) - Created. The error messages we can see in the mail log is usually "Customer not registered"; as though this is a new job - even though it has the Incident # in the Subject line. This invariably ends up creating an email loop as Service Desk responds with a "Customer not found" email which creates a new job in their system, which sends a notification to Service Desk, which rejects as the customer isn't found which it responds to... and so on.
Can you please advise what we need to do to ensure the verification email goes to the right job.
Regards,
Aaron.