How do you deal with managing and assigning to Atlassian Teams?

[Calvin]

Hi all. I tried googling but I seem to keep getting results for either "Microsoft Teams" integration, or just "how do teams use jira".

But instead I want to understand the workflow of the "Teams" functionality that others are using.

We have some internal Teams in JSM but as the JSM  site admin I can't admin them at all as I'm not the org admin. This gets to an issue where I either have to ask the Org admin to make changes (who of course won't know why or what because we are using it on the product level). Or I have to force all my Teams to add me as an admin.

As we are looking at moving to Jira Software cloud too, I'm worried there will be a massive number of teams incoming that the Service Desk won't be able to tell who to assign tickets to which.

Especially as it looks like anyone with an account can create a Team? https://support.atlassian.com/atlassian-account/docs/start-an-atlassian-team/

Currently we are using the "Group" functionality instead of Teams to assign to teams, and my understanding was that the "Teams" field would be the future for this. I'm not sure if thats still correct though?

Can I use Teams for access permissions? And are people using the Teams field as an alternative assignee when you need to assign to a Team instead of an individual for a Service Management ticket?

Thanks!

[Pavel Junek]

Hi Calvin,

It sounds like you're dealing with some complexities around managing and assigning tasks to Teams in Jira Service Management (JSM). 

Understanding Teams in Jira Service Management

1. Teams Functionality:

   • The Teams functionality in Jira allows you to associate issues with specific teams, which can help in organizing and managing tasks more effectively 
   • You can add the Team custom field to your projects in Jira. This field allows you to associate issues with a specific team and filter results accordingly 

2. Managing Teams:

   • As a JSM site admin, you might not have the same level of control over Teams as the org admin. This can indeed create challenges when you need to make changes or manage permissions 
   • To manage and assign tasks to Teams, you can use the Team custom field. This field can be added to your project settings and used to automate workflows 

3. Assigning Tasks to Teams:

   • You can use the Team field as an alternative assignee when you need to assign a Service Management ticket to a team instead of an individual 
   • Automation rules can be created using the Team custom field to streamline the assignment process. For example, you can set up rules to automatically assign tasks to a team based on certain criteria 

4. Access Permissions:

   • While the Teams field can help in organizing tasks, it is not typically used for access permissions. Access permissions are generally managed through user roles and group memberships 
   • If you need to manage access permissions at a more granular level, you might need to work with your org admin to set up appropriate roles and permissions 

Best Practices for Managing and Assigning to Atlassian Teams

• Automation: Utilize Jira's automation capabilities to set rules for assigning tasks to teams. This can help reduce the manual effort involved in managing assignments 
• Clear Communication: Ensure that there is clear communication between the JSM site admin and the org admin to facilitate any necessary changes or updates to team configurations 
• Training and Documentation: Provide training and documentation to your teams on how to use the Teams functionality effectively. This can help in reducing confusion and ensuring that everyone is on the same page 

For more detailed guidance, you can refer to the following resources:

• Teams in Jira projects 
• Best practices for teams using Jira Service Management