How to assign an issue to group?

[Deleted user]

Hello Team,

When an agent is assigned with an issue and if he is unable to resolve the issue then he needs to move the ticket to the other group or queue.

How can we achieve this?

Thanks,

[Fazila Ashraf]

Hi Suresh

I suppose what you are trying to achieve is triaging the ticket for escalation to L2/L3 team.

You can add a workflow transition like "Escalate to L2" and have an automation setup to assign issues transitioning to this status to a defined group of L2 engineers.

[Deleted user]

Hi Fazila,

Thanks for the answer.

But can you please let me know how can we assign the issue to the Group directly. Can we say that the issue is assigned. I f we have members in the group then we can set an automation rule. Also, based on Work Load Balance it should get assigned who are having the less number of tickets.

Can you please provide me the Automation Rule for the above requirement.

[Fazila Ashraf]

@[deleted] , assignee in jira cannot be a group but a user account. When the ticket is transitioned to "Escalated" status, you could make the action of assignment to assign to a user in the group

A sample automation rule action for this assignment will be like below: