Linkink 2 OTRS

[Letter]

Hello,

I am currently trying to figure out the best way to do the following :
We have a Company (A) that established a Joint Venture (B) which has an independant IS system. However, A supports B for high level issues. Both company networks are separate but we have a Business to Business zone in the middle accessible to both.
The idea is that B has its own OTRS system, in its network if someday the link is broken with company A.
We would like for people in B to be able to escalade tickets in the OTRS system in a way that it would create a level 2 ticket in A's OTRS.
The goal is to have A's agents not have to go into B's system and B's agents to create tickets in A's sytem.

Since OTRS have a specific ID linked to the system present in all tickets in order for them not to be mixed up between systems, is there a way for system B to create tickets in system A (through mail sending and proper generic agent queue attribution probably), that system A agent answers are sent back to system B for feedback as if it was a regular customer for update in B's original ticket and finally that a note is added in B's ticket when it is closed in A.
B's agent would then close the ticket after receiving closed status from A.

What do you think?

Our fallback solution is to have B's system placed in the B2B zone and agents from A go into B, but not optimal for many reasons.