Hello community!
I wanted to give you insight about the most asked question from customers and how we solved this problem.
First of all, I want to emphasize that this is not a good idea. To assign an issue to multiple users is always a bad idea and you should always avoid it if you can. This is because, it's against the nature of Jira itself and it creates a problem with accountability. If an issue has multiple assignees, than you can't probably know who is responsible and also who did the most work, so it messes up the performance statistics.
But, if a customer wants something, they want something. Sometimes as a consultant, all you can do is explain why this is a bad idea and convince them otherwise but still commit to the idea. We got this question from multiple customers so we decided to at least create a solution and this is what we did:
- Firstly, we create different mail groups for different teams. For example; we have a mail group called sales@examplecompany.com and all the people in sales team are in this mail group.
- Second, we create a Jira user using this mail address.
- Then we create a workflow that assigns certain issues to this user based on something. This something can change according to your workflow, it can be a custom field value or a text parsed from summary or group that the reporter is in.
- Then we create filters such as : "assignee = sales@examplecompany.com AND status = Not Assigned Yet". At this point we have different filters such as: Sales Issues, Marketing Issues, HR Issues etc. We also create dashboards with gadgets specific to the teams so that they can only be bothered with their own issues. You can also use queues if you use Service Desk.
- We also set the notification scheme to send mail to the assignee when the issue is created.
- Finally, all users look at the related filters or dashboards to their team and the user who first sees the issue assigns it to themselves.
Customers who mostly use this system uses a performance evaluation based on how many issues a user solves. Again, this is not an ideal solution but this is how we solved it.
Hope this helps someone out there struggling with this issue.
Cheers!
Elifcan
