I have a question if it's possible to see a request/incident in another group without being a member in it? And also being able to add a note to the request/incident.

This is useful to us because we have our support wanting to check up on issues that the 2nd or 3rd line are working on. They also want to make a note on the request/incident.

I haven't found any solutions to this.

Does anyone else have the same problem?
Is there any solution?

Thank you all in advance!

Regards,

Per Torell