Assigne Groups

Question

Hi,

What is the best practice to assign a ticket to a group ?

I'd like for this group to take into consideration the concept of Manager, Help Desk Agents in the group responsible for those tickets. I'd like to be able to report on those groups and drill down to the assignee of the ticket (SLA Met vs Breach for example). Lastly, those groups should be easily maintenable when onboarding or offboarding an agent.

Thank you

Kateryna_v_SaaSJet_ · Answer

Hi @Karim Mohamed

Welcome to the Community!

Our company's clients often ask for the possibility of receiving SLA reports for different groups (teams) that can work on the same ticket. Ultimately, we found a suitable solution using custom fields and SLA Time and Report for Jira app.

Look at the article "SLA configurations for different Time zones with Custom Fields in Jira Cloud". This option may suit your case.

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

The best practice is "don't".

Jira does not have group assignee functions because it's a bad practice - the assignee should be the single person currently responsible for getting an issue done.

There is no harm, of course, in having a field for "the group that you talk to if the assignee is not around" and reporting off that.  People doing that will tend to insist that the assignee is usually a group member.

In Service-desk, you can usually draw an analogy of team = people working on a queue, and in other Jira applications, team = board.

I would look to automate the setting of a group custom-field and limit assignees to the selected group.