We have several external parties who we would escalate to. When sending test tickets, despite having the external email address listed under the relevant support group, clicking "assign" and choosing this Support group does not send ticket and attachments to the

group. A work-around is manually forwarding the ticket, however any reply from external support group is not appended to ticket (requestid in ticket is not amended by external party) and any attachments are also not added.

This is essential for us as we have many service providers, developers who are external to the company. Is it not possible to send escalation tickets to them without having them as named technicians within SD Plus and also is there a way to process attachments effectively and append to incidents, notify third parties (other technical groups) 

Finally, is there away of commenting to a technical group offline (say Business makes a comment to SErvice Desk) without informing the current assignee (which may be an external group) of the email? This would be similar to a Request Tracker Support comment.

Thanks for your help!