How do you guys handle 'generic' team accounts used to assign tickets to a team

Question

Hi,

I was just wondering how you guys deal with the following:

We have a lot of 'generic' users that now use a Service Management license and are meanly used to assign a ticket to a team.

These tickets are then afterwards picked up by one of the team members and assigned to the specific member.

Is there another way to do this that would not need a user that utilizes a Service Management license?

We're close to our 500 DC licenses and have like 30 of these kind accounts, finding another way would liberate those licenses and avoid us to have to buy another 250 DC licenses.

Yogesh Mude_qi979c · Answer

Hello @Wim Abts ,

We have a lot of 'generic' users that now use a Service Management license and are meanly used to assign a ticket to a team.

These tickets are then afterward picked up by one of the team members and assigned to the specific member.

You can use something like a custom field, component/s, etc to distinguish the tickets belonging to which team, and based on it the respective team members can assign a ticket to them.

Still, if you want to go with the generic user then you can create a single user called JSM automation, etc (use can give a name as per your choice) with an agent license and let all the tickets be assigned to this generic use only. The team member can pick up the ticket and assign it internally.

As its a JSM project, you can also create a queue for each team, and tickets will land in the team's queue. The first time let the ticket will create as Unassigned then the team member can pick the ticket from their queue and then assign it the internally.

Thank you

Dirk Ronsmans · Answer

Hi @Wim Abts ,

The lack of a team assignment system to allow the team members to pick it up is a big one imho especially for JSM.

The easiest way to work around this would be to just create a custom field dropdown with the Team names and set up some queues/dashboards so people can see what is currently unassigned for the team (that new dropdown)

Atlassian has been working on a Team assignment feature for some time now but sadly only in EA for JSW.

If you need email notifications to that generic user (maybe you have a distribution list or public mailbox behind it) then it gets a bit more tricky as you might need to look automation to send out the email when the field changes. (which is included in DC so that's no extra cost)

So TL,DR: replace the users with a custom dropdown field (could even be an Insight reference if you use it but not much added value there unless you also replace the Assignee field with an Insight Reference) and depending on how the see that there is a ticket at this time adapt that strategy thru automation & queues/dashboards