Service Desk Assignees

Question

More questions...my apologies!

I am setting up the request types for the service desk, however, the potential tickets are being automatically assigned to the project owner.  On our Jira main page, I have set up two groups that will process Jira tickets based on their levels.  I have two groups: "IT Tier One Team" and "IT Tier Two Team" .

How do I assign the team to a request or is that possible at all?  There are two IT team members that will process tier one requests and a different IT team that will process level two requests and they will not be the same individuals.

The goal is to parse out the work that comes in through the service desk appropriately in the event the "main assignee" is unable to pick up the ticket.  Right now it is being assigned to one person.

Chada D Majette · Answer

Thank you Karolina.  I will try this and see how that works.

Karolina Lasoń [Deviniti] · Answer

Hey @Chada D Majette,

If you want to assign a request to one of the groups basing on the information available on your request form, then you can create an automation rule. However, there's no possibility to automate assigning users to requests natively in Jira. You can do it using Marketplace apps such as our Actions for Jira Service Desk. If there's any possibility to base an automation rule on the fields on the request form (even custom fields), then you can do it with our app. You just need to:

* go to Project settings -> Automation -> Add rule -> Custom rule. 
* in When set Issue Created
* in IF set Issue Matches and choose suitable condition (i.e. "issuetype"= bug)
* in Then set Assign User to Issue (Actions for Jira Service Desk feature)

And you're set :)

There's also another solution available on Marketplace, Automation for Jira. So you can check which one suits you best.

Cheers,

Karolina

Jack Brickey · Answer

I would recommend that you use queues

Assuming your Request Types equate to either T1 or T2 then define two queues T1 and T2, e.g. - T1 Queue = customer request type in (a,b,c) and T2 Queue = customer request type in (e,f,g,h). Your T1 agents work on the T1 queue and T2 on the T2 queue.

regardless remove the default assignee being the project lead.