We have just started using Jira Service Management as a basic heldpesk tool where customers can log tickets and a team of 8-10 IT staff investigate and resolve them. It is all set up within one single project, with tickets filtered into queues by 'Organisation' origin (we are supporting a number of sites based on geographical location, site customers are assigned an organisation at account creation based on that site location.)
In our previous tool, our IT staff were assigned to resolver groups (eg Desktop Support team, Apps support team, Network suppor team etc) and when a ticket arrived in the tool, it could be assigned to the appropriate resolver group, all members of the group would be notified, and the team decided on who would be assigned to investigate/resolve it.
We want to do the same in Jira, but can't see a suitable option. We have our IT team members set up with multiple roles but the functionality to do what we require with this seems to be lacking in terms of group assignment/notifications/queue monitoring etc.
At present we are having to have certain IT staff co-ordinate the assignment of tickets to individual staff as they see fit, and this is not ideal.
Third party advice and reading through the community posts seems to point towards creation of custom fields and filters to achieve our goal, but where would we start with this. It seems such an obvious functional requirement for the tool that I can't believe no-one has created a solution?
Any tips would be much appreciated!
