Working with diffrent support-organisations in one Jira-SM-Project

Question

Hello

We are currently trying to figure out how to work between different support organizations in one Jira-SM-Project.
For example, we want to be able to assign tickets to business support or IT support. They should then see the ticket in an overview and take it to themselves or assign it to another organization.
We can't manage to map this in just one service desk. One idea was to open a separate SM project for each support organization, but that seems rather time-consuming.
Does anyone know a way to do this or an add-on that allows tickets to be assigned to groups whose users can then process them?

the picture shows more or less the structure we imagine

Thank you for your help!

Nic Brough -Adaptavist- · Answer

In a Service Management environment, assigning to a group is not a good practice.  The better way to do it is set up Queues and make each "group" responsible for dealing with a queue.

Rilwan Ahmed · Answer

Hi @Renato Tovar ,

Please try creating a Group Picker (single group) custom field and name it as "Assignee Group". You can create few groups in your jira user management like IT Group, Level 1 Support , Level 2 Support and add required users to the respective groups.

When a ticket is created, the Level 1 group pickups and assigns them to required next level groups. You can also create a queue with JQL "assignee group" = "Level 1 Support" etc. Each group can monitor the groups.

If required, go to project settings --> Notifications and add Group Custom Field Value (Assignee Group) for Issue updated event

Please note:
Don't forget to map the Assignee group field to required screens in the project. 
You can also create a automation rule when ticket is created, Edit issue --> Update field Assignee group == Level 1 Support