How to assign tickets automatically to a priority group

[Hava Salit]

Hi All, 

I created priority groups to align with the different support teams for different products we have. in order to be able for customers to open a specific ticket to a specific group and allow this ticket to be automatically assigned to a specific user in this group
I added a custom field name "group" to my ticket form and even created an automation saying that according to the group selected in the form the ticket will be assigned.
However, I cannot seem to think of a way on connecting those to the priority group

any ideas?

[Jack Brickey]

Hi @Hava Salit , so you can't set the assignee to a group as it is intended to be a single user. What you could do is use your custom field to create unique queues that the various priority teams could focus upon.

[Hava Salit]

Thanks @Jack Brickey this is exactly what I was aiming for:
1. when a customer opens a ticket he selects the relevant group
2. the ticket is being opened automatically under this group

for assignee I know I wilk need to assign to a specific user - my automation is assigning tickets under different groups for the TL

Is it possible at all to do 1 and 2? it looks like it is not possible and that the triage needs to be manual, but maybe I am missing something

[Jack Brickey]

Hi @Hava Salit , my question is regarding number two. What exactly do you want to happen here by "under this group"? You can easily create different queues for each team and define the queue using the team field, e.g.

team = A

team = B

etc

[Hava Salit]

just a basic "filter" so the relevant team members will know to focus only on their group
and not to search items in other groups.
I am familiar with the team field - but in JSM it did not let me use it in the incident ticket form (only internally, however, I want the customers to be able to select it) nor while creating the queue (and I know it is not working out of the box in any automation - has this figure out in the JSC, so If I will be able to use it the automation part is solved :)). I am using the premium version.
if there is a simpler way using "teams" I much prefer it.

[Jack Brickey]

The "Teams" field cannot be used to meet your needs. You should create a custom field or Form field "Priority group" that is the exposed to the customer. Then you can filter upon this for internal use.

[Hava Salit]

Thanks, Just to update here how we solved it. 
1. create a priority group per team
2. Create a queue to match this group
3. created an automation to assign tickets to the group TL according to the priority group (need to create a custom priority group field for this for the issue form)