I need a generic "inbox or assignee" for new issues raised so customers don't need to know the name

[Angela Pingram]

I have a team of 4 people responding to issues raised by many customers. When the customer raises an issue in Jira , I want them to be able to assign it to my team rather than an individual in my team.  I can then set up a rota to to monitor new issues and assign them to the correct person.  How can I do that?

[Alexey Matveev]

Hello,

There are a couple of solutions:

1. You can create a new user for these people and this people can monitor issues assigned to this new user.

2. You can create a custom group field and fill this field with a group, to which these four users belong. Later you can monitor issues, where this group field is set with the group of these users. Or you can create a board upon this filter.

[Angela Pingram]

thanks,

so for solution 1 I need to enter a generic email address for that " generic user"?

for solution 2: who does the customer assign the issue to? where do I put the custom group field? 

best wishes,

Angela

[Alexey Matveev]

1. Are you on Jira Server or on Jira Cloud? If you are on Jira Server, you can enter an invalid email for this user.

2. You should put this field in the create screen and Customer should choose a value for this field.

[Alexey Matveev]

I guess you can not do the number 2. Jira does not support Group pickers in the portal:

https://jira.atlassian.com/browse/JSDSERVER-86

You need to set an assignee. Maybe you could assing to a single person from this team and then make a filter like :

not (assignee changed) and status = New and assignee = "assigneename"

In this case it would choose all tickets in the New status and assignee was not changed. Or if you made a status, called Assigned, your JQL query would look simpler:

 status = New

[Angela Pingram]

Cloud, so I will create a real email address for a team inbox.

I didn't understand the solution2 response so I'll avoid that.

thanks,

[Alexey Matveev]

I think number 1 is the best option.