Assigning "Team" to "Service Responder Teams"

Question

Hi,

i am trying to solve something "simple", but i am struggeling. I have a service request created for an affected Service X. That Service has "Service Responders" as Team A and Team B. Those are saved in assets in the field "Service Responder Teams". And i have Queues that are based on a filter of Team=Team A (and others).

I want to achieve that when a user raises a request i automatically assign the Teams Field (for me the resolver group) to the first entry of the Service Responder Team of the affected service (actually i have a custom asset field for that, so the user can pick it).

The reason for that is, that in general i want the 1st level support to be able to change the resolver group and it would immediately appear in that queue. On the other hand i dont want the 1st level support to manually direct every ticket ... so first guess would be the service responder team.

Any ideas who to solve this?

I have tried with lookupobjects as well as a lot of other stuff. What i can get is the "Id" of the first "team", but its not the "atlassian_team_id" as it doesnt match to any known team. I am lost.

Thanks

Henning Baumgartner · Answer

Thanks @Matteo Vecchiato

but unfortunately i wasnt precise enough. Also, "responder" is different in JSM and Assets. Let my try to explain.

I have a service for an application set up.

There i configured 2 "Teams" as Responders (JSM Name for that field). When i look at that in Assets it looks a little different:

There, the teams are set up as "Responder Teams" and "Responder" is empty.

Back to JSM, what i want to achieve is for a Service Request. We dont have a dedicated 1st Level Support (long story) and therefore I want to assign the ticket/ work to a specific 2nd Level queue depending on the service. That i achieved by creating queues depending on the service, but i think i could also achieve that by queues for specific "Teams".

Now, consider that the work/ service request wasnt for that team but it was wrongfully assigned to that team. Then i want to have a custom field Team (i thought i could use the default/ existing one) where you can select another team or a dispatcher unit (1st Level that we dont have ... yet). I think, you proposed to use the responder field. As far as i understand that, i cannot use that because for me it is empty - i assume i would have to put every responder in that asset field "Responders" to select someone. Also i dont want it to be a single person but a team. I feel that would abuse the responder fields purpose.

But thats not even my real trouble. I am trying to use automation to select the "Responder Teams" from the affected service:

As you can see, i have a ticket with a custom asset field "IT Applikations" (basically similar to an affected service)

and i wanna get the first team in "Responder Teams" by Automation.

When i do something like {{IT Applikations.Responder Teams.Id.get(0)}} i get an id (here 26) which doesnt seem to refer to any "Team". I am lost how to get the first value of that field. I also tried ".first" and a lot of other stuff, but i never got the atlassian account id to use it to assign a team to "Team" field.

Any ideas. Thanks!

Matteo Vecchiato · Answer

Hi @Henning Baumgartner ,

I would like to suggest to try with the responder field  in your work typethat out-of-the-box should be filled, depending on the selected service. More detail here: https://support.atlassian.com/jira-service-management-cloud/docs/add-or-remove-the-responders-panel-from-your-service-project/

Never tried, but I guess that field could be used in the queues.

Let me know it it works

Regards