Restrict Ticket Assignment to Specific Roles

Question

I have multiple issue types, such as SR and CSR, and I've created user groups like Support and L2-Support.

Now, I would like to configure Jira in such a way that: If the issue type is SR, only users from the Support group should be available for selection in the Assignee field.

Similarly, if the issue type is CSR, only users from the L2-Support group should be selectable.

Could you please assist me in implementing this setup? I am using Jira Data Center.

andrew.pass · Answer

Hi @Jira Billing

You should be able to set the permission as the custom field -

* Group custom field value (Custom Field)

Create a custom field that has a list of the groups.

They then select the group and then only assignees from that group will be available.

Can have an automation rule then that auto assigns the ticket to that group given issue type etc.

Jira Billing · Answer

Hi @andrew_pass ,

I'm using Jira Data Center and have two issue types: SR and CSR.
I’ve also created two user groups: Support and L2-Support.

I’ve added both groups to the Assign Issue permission in the permission scheme. However, this makes users from both groups visible in the Assignee field for all issue types — which is not what I want.

My actual requirement:
For issue type SR, only users from the Support group should appear in the Assignee dropdown.

For issue type CSR, only users from the L2-Support group should appear.

Basically, I want to dynamically control the Assignee options based on the issue type, restricting them to specific user groups.

Could you please guide me on how to implement this setup in the Data Center?

andrew.pass · Answer

Caveat this by saying I've only done it on Cloud at the moment but should be the same on DC.

Should be able to do this on Project Permissions, use the Assignable User permission, here you can add Groups, you'll need to remove the other permissions associated with it but be conscious about not removing the permissions that allow automation to assign stuff.

You can do it via specific groups or if you have a custom field aligned to pull in Groups then you can use this as well so use either -

Grant to -

* Group,
* Group custom field value

Hope this helps!