Thanks for you reply but it's not what I'm asking for.
Let me explain it once again, but differently :
I'm userA from DepartmentA. I have an internal demand for DepartmentB. I'm DBA, but I'm not in charge of VM creation ==> I need to ask for a VM Creation.
I create a new ticket with "who should handle it". If things are well done, I don't need to specify department, I just need to set the help topic and it will be redirected to the good department. The help topic will be "VM Creation".
How, me, userA, can I follow the ticket ? Will I have to log in as a regular customer (so, I won't connect in scp to see it).. OR will this ticket be accessible IN SCP ?