Assigning JIRA (Incident Management) Tickets to a 'resolver Group'

Andrew Smyth

I am new to JIRA, so maybe barking up the wrong tree here...

Most Incident Management tools I have used previously allow for the assignment of a ticket toa Resolver Group (which contains a number of potential Assignees).

Looking at JIRA, it seems that tickets by default would be assigned to an individual (who may reside in a Group) - but the Helpdesk staff may not know all of the names and which groups they sit in/Services they support.

Is it possible to drive Incident Management via Resolver Groups? If so any ideas what is required to set this up?

If I am way off target here please let me know!

Thanks

Andy

Renjith Pillai

There were many discussions on this topic earlier in the forum. Two workarounds we used

1. One was to simply create a user in Jira using the email address of the distribution group and make the assignment to that so all the people in the group come to know about the new ticket. Who every works on that does a self assignment of the issue to themselves

2. Second option was to keep the issue as Unassigned and create a subscription for Unassigned issues for the group who should be picking up with a frequency of 15mins. So within a span of 15min the team will be notified of a new incoming ticket and who ever is available at that time picks it up. Till the issue is picked up by someone Jira keeps reminding them about "not picked up" items. This was more preferred as in the earlier case, it was just one mail which will come to the group saying a new issue is assigned to the group.