How to reassign and auto transition

Question

In Project "IT Support Project" I have two issue types  "Bugs" and "Maintenance"  where every issue type has its own workflow

How can I implement the following:

- When the request is opened, it should be assigned to the user group corresponding to the corresponding  issue type

- If any request is opened and still not assigned to any resource, it should go to the pool “Pending”,   which means any user (who has privilege on that pool) can view this pool and “Assign” to himself  from the pool.

- User Roles should shows what group has what privilege on what pool (issue type)

- Re-assigning  the ticket at any status during the work-flow, can be done only by the group “SUPPORT-ADMIN GROUP”

Thanks a lot

Mohamed El Taweel · Answer

Hi Nic,

- So, For every workflow I can write a code to assign the issue automatically to someone only,

can it implemented without Addons ?

- Point 2, If issue still not assigned to any resource within 2 hours for example, can we move it to another status "Not Assigned" which will represent the  pending pool

- Back to your feedback regarding point 2

Jira doesn't have "pools" either.  You'll need to work out a good way to do that with fields etc, and some code to control it.  Probably start with a group picker

if possible could you please explain in more details

Thanks a lot for your feedback

Nic Brough -Adaptavist- · Answer

You can not assign an issue to a group.  You will need to find or write some code that can work out an individual to assign it to.  If you use a more simple post-function add-on, you could have two different workflows for each type, with different logic, or with the more advanced ones, you could do it in one block

Jira doesn't have "pools" either.  You'll need to work out a good way to do that with fields etc, and some code to control it.  Probably start with a group picker, but the pool functionality you describe is going to need add-ons written to do most of it.

The last line is easy - use the permissions to say "only Group X" can assign issues