We have a small number of non-IT people that occasionally deal with borderline IT 'stuff' - eg phones, MFCs. What we do now is make them a technician without a login and assign the job to them. They receive the email, respond to it and then email the resolution to us.

What would be nice is for them to have the ability to add a resolution and close the job. They aren't technicians and only deal with the occasional issue - not enough to give them a login.

If a limited login capability existed within the self-service portal, it would solve this problem.