How can I assign a ticket to a group of agents?

Question

Our JSD workflow is Open - Waiting for Support - Investigate etc. We use the Waiting for support status to triage the issue. Once triaged we assign to the appropriate team for Investigation. We prefer to assign this to a group called e.g. "Technical team" instead of an individual.

1. How do I set up a group of agents in JSD?
2. How do I enable assigning of the group to a ticket?

3. Next, once the group has been assigned to the ticket, we expect an email notification to be sent to the individual agents in the group. How do I set this up in JSD?

Hope someone is able to assist?

Thanks!

Avinash Bhagawati _Appfire_ · Answer

HI @rae edwards ,

Basically JIRA is designed so that issues must be assigned to single individual to prevent tasks from being overlooked. As alternatively you can create group custom field and use the created groups for the custom field and this helps in reporting based on custom field.

Please refer below Atlassian documentation document for more info on this.

https://confluence.atlassian.com/jira/how-do-i-assign-issues-to-multiple-users-207489749.html?_ga=2.124858954.1359841711.1571915562-1560727921.1571396603

Thanks,

Avinash

Tony Pearce_u6iaqr · Answer

Hi Rae, you use the "request participants" field that is built in, to add additional agents to the ticket. there is one assignee.