Tickets assigned to a group how does it work.

Traning_CEI

Hello Everyone,
I am new to Jira. Still testing. We need a Helpdesk Ticketing service where clients (External and Internal) will log their issues. We have connected our O365 emails to it.
My question : I have a group named 'Helpdesk@ourcompany.mu' and there are several members. How Do i assign a ticket X to this group and all of the members receive mails concerning ticket X? Also when they log in with their own credentials, they should be able to work on the ticket X as they are assigned to the ticket through the group?

Thanks.

Ismael Jimoh

Hi @Traning_CEI 

You can do the following:

1. Create a group custom field with all possible groups.
2. Add the custom field to issue created and assigned notification scheme for your project

Now when a ticket is created or assigned to the group selected in the field, all members of the group get notified. (I am not sure if this is the best approach but answering based on your question. I will rather have components used and respective queues for various teams and they can go there and pick issues related to their group).

As to if the user can login and work on a ticket from their group. Since this is a JSD ticket, make sure all members have an agent license else they will only be able to add internal comments.

Cheers