We have service contract customers which would like to start logging issues. When an issue arises on-site it needs to be logged (a ticket created), and dealt with internally if possible, and then forwarded on to us.An example; a school teacher contacts the IT help desk and says the projector is broken. The IT help desk logs the issue. Later that day the projector is looked at and it is determined that it is unable to be fixed. The IT help desk would update the ticket and then forward it on to our organization which would then address the issue. Once the ticket is closed, it would notify the IT help desk, who in turn would close out their linked ticket to notify the teacher.