Creating support teams with members

Question

We are currently moving from ServiceNow to Jira Service Management. I am struggling to find out how to create team members in a support group.

The idea being that when you select the support team the the assignee field is populated with people who are only part of that support group.

This is the general way other ITSM tools work, but I can't figure out how to do it in JSM. IT appears like by default you can select anybody to be in the support team.

Appreciate any help here

Esteban Diaz · Answer

Hi @Simon Carter ,

Lets go step by step 😁

To restrict the Assignee field to people that belongs to certain groups you will need to edit your project permission scheme ... updating the Assignable User permission with the preferred groups. (you can use groups, roles and other options)

Simon Carter · Answer

@Esteban Diaz  Thanks for the reply, I guess my next question is how do I actually create members of those groups I'll try and explain below.

We have all of our support teams loaded into the system:

What we want to do is assign team members to those support teams, so that when the support team is selected you can only choose the specific members assigned to that group. At present it seems to let you select anybody, which will add confusion in our organisation.

Esteban Diaz · Answer

Hi @Simon Carter ,

You can create an automation to assign tickets based on groups....

The component to be use is Assign Issue ... and it looks like this:

You will find more detailed information in this link:

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Assign-issue

I will be waiting for your comments. 😉

Cheers!

Esteban Diaz
https://www.linkedin.com/in/estebandiaz/