(Originally posted on 9, July 2015)
90% of the incidents I work with have a customer (internal user) and a vendor (external). It would make sense that the ticketing system I use be able to send emails/updates to each person or group individually, without the other being copied on the interaction.
My internal user opens an incident to me, requesting a firewall rule to allow traffic to a 3rd party website. I have to reach out to that 3rd party, request they open up their firewall to allow our traffic in. (This request would be to access a private website or application, not something open to the public)
I don't want my internal user to see my interaction with the 3rd party and vise versa.
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