We require to record and report the status of different tickets from separate departments on the main helpdesk department reports. Right now we do monitor the status of those tickets from other departments manually via a copy of the original ticket which is created on the helpdesk department.

We want to know if it's possible to synchronize some selected fields ( such as the ticket status and a few specific additional fields) of a ticket on a synchronized copy ticket in another department. This sounds like the "ticket sharing" feature but it also requires to the ability to share and present the contents of selected fields on the copy ticket for reporting purposes.

The reason for this request is that we are reporting the problem statistics of our machines on the helpdesk department reports but there are also other departments which do create the same kind of data ( the service department and the after sales department) which then need to be recreated on the helpdesk department. This creates some manual processes for us to both copy those tickets into the helpdesk department ( by forwarding them to the helpdesk department) and also to manually track the status of the original tickets on those other departments. We are looking for some kind of automation to be able to track those tickets.