Assignee ticket to a group instead of procuring agent id for distribution list email id

Satish Kumar Jayaram

Hi,

When customer raise a ticket in service desk, it need to be assigned to a group instead of a individual user id. How do I implement it in Jira service desk instead of procuring an additional agent license for a distribution list (email id) . Is there a way that we can have a ticket grouped under various queues? so that respective agents can self pick tickets from their respective queue ?

 

Thanks

Satish

Sebastian Krzewiński

Hi @Satish Kumar Jayaram 

 

You can create user custom field that allow put many users (user picker (multiple users) field).

Then:

• add this field on screens
• if needed
  • make changes in permission and notification schemes
  • make changes in workflow (conditions, validators)

After this you can assign may users to issue and then someone who will decide work on issue will assign themself as assignee to issue.

 

Let me know if it help.

 

Regards,

Seba