When many areas are working within the same ticketing application, it can be helpful to adopt a shared code of conduct. Here are some examples:

• Do not take tickets from another group unless you have made prior arrangements with that group. Instead, the primary responsible group should reassign the ticket.
• When tickets are assigned to another group, it's OK to add private comments but try not to edit them or take other action.
• Make sure tasks are completed before closing a ticket.
• Add contacts to tickets for people who need to be informed rather than just emailing them one-off via an update. That way, if the ticket is assigned to another group, they can easily contact all stakeholders.
• Never merge tickets unless they are both from the same person and about the same issue.
• If you're going to move a ticket to a different ticketing application, consider who will no longer be able to see the ticket.
• Follow your institution's practices for when you should create a task for another group vs. reassign a ticket.
• Do not assume that just because someone is listed in the "read by" list, they are fully up to speed on the ticket.
• Do not restart SLAs unless there is a very good reason. If a ticket was assigned to your group "at the last minute," the SLA will highlight the issue, which can help investigate the root of the SLA violation.