how to assign tickets to group with 4members when work item created

[Abilash]

how to assign tickets to group with 4members when work item created.
here my concern 
1.we should create the microsoft o365 group email id add this 4members or

we should create the in jira group add this 4members.

2.In automation rule if we select action assign work item ,here which group to be added?

  

[Andrea Robbins]

Best practice would be to create an Atlassian Team and associate it with an IdP managed group. This way, the group is managed by your idp and the Team members are automatically managed this way.

There is some simple automation actions to assign a ticket to a team by setting the OOTB, Team field. 

[Arkadiusz Wroblewski]

Hello @Abilash 

Regarding James's answer: When configuring 'Assign work item → User in a group', consider how the four agents will be selected,

e.g., round-robin (A → B → C → D → A...).

Balanced workload selects the member with the lowest applicable workload.

Random selects an eligible member randomly. For a simple four-person support team wanting an even rotation, I recommend start with round-robin.

Also be sure all four users are assignable in that service project; otherwise automation can fail when attempting assignment.

We gave you example and tips.

Design is yours to choose 🤠👀

Best,

Arek 🤠 

[James Gamble]

Hola Abilash,

I’d separate two concepts here because “assign to a group” can mean two things in Jira Service Management.

If your goal is for one of those four people to become the actual Assignee on each new ticket, you don’t need a Microsoft 365 group. The Jira Assignee field can only hold an individual user, not an email distribution group.

For that use case, Jira Automation already supports assigning from a Jira user group. In the Assign work item action, you can choose User in a group and select the Jira group that contains those four users. Jira can then choose a member of that group for the assignment.

Atlassian also supports distributing assignments using round-robin, random, or balanced workload, which is usually a better fit than simply treating the four people as a single team mailbox.

The Assign work item action itself is documented here.

So, for a simple four-person queue, I’d probably create or use a Jira group for those four agents and build the rule around it. Just make sure all four users are agents in the service space and have the permissions required to be assigned work items.

The Atlassian Team suggestion in @Andrea Robbins's answer is useful if you also want to represent the four people as a team for planning, ownership, reporting, or other team-based workflows. But setting the Team field is different from setting Assignee. A work item can belong to a Team and still be unassigned.

If you tell us whether you want every new ticket automatically assigned to one of the four people, or whether you just want all four people to be able to see and work from a shared queue, the best setup will differ slightly.

Thanks,

James