I want the ability to assign service desk requests to groups / teams and it seems that the only way to do so is this work around where I need to use a group picker? Can someone explain to me how the process works? Thank you!!
Jira does not do assign to groups (because it is a terrible practice that never works in real life). You can use a custom field to capture a responsible group though, no harm in that, and keep the assignee for the actual person who is currently responsible.
But JSD already has something for this - the intention is that any group would look at their queues and pick items from them.
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