How to change the assignee field to contain a single user during escalation

Question

When a service desk agent clicks on Escalate, the agent is taken to the page which contains Assignee to pick the user to escalate to and comments below that.

I want to setup such that the assignee section would only contain a user (in charge of escalations), so that only the user can receive escalations.

If that is not possible, how can the Escalate button be set to escalate to a single user please?

Susan Hauth _Jira Queen_ · Answer

Hi Tobi,

Again, read my first answer.  Create a group of users who are your "assignable users".  Go into the workflow step where you want ONLY those users to be assigned at that step. Edit the step properties to be

jira.permission.assignable.group   and value in the property is your new group.

Then you can still use the assignee field.

Works perfectly

Tobi Oluwole · Answer

Thanks a lot for your quick reply.

After further reading and research, I found out that what I am trying to do is to create a Custom field tab like assignee, which would simply give the option for a configurable list. After this I would need to edit the current screen being used for escalations for the required workflow by removing the assignee option (currently the only field tab on the screen) and replacing it with the custom filed I created.

My problem with the Assignee field tab is that it allows you choose from all the users on the database, what I need on the otherhand is a filed that has only a few(1-3) select/configurable users.

If I could even configure a user to be chosen by default that would be even better.

Can you help with this please?

Susan Hauth _Jira Queen_ · Answer

Hi Tobi,

You can restrict the assignee to a group or project role by setting the step properties in the workflow.  The property is jira.permission.assignable.group.  You can read up more here:

https://www.j-tricks.com/tutorials/permissions-based-on-workflow-status

Hope that helps