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Organize agents in groups

Aggeliki K

Hello!

We are using Jira Service Desk Management
Since we didn't have enough licenses (15 licences for about 30 users in about 10 departments),
till now there was one agent per department, so all members of this department where signing in
with the same account (15 agents overall)

We recently bought more licences (50), so we now have the opportunity to have 50 agents,
which means that each member of each department can log in with a different account.

However, when an issue is created, our help desk team would like to assign it to a group of people that belong to the same department,
since they don't know which member of the department will undertake the issue.
For that reason we want to organize our agents in groups or something like that,
so that the issue is assigned to a specific group and then all its memners
are notified of the new issue that has been assinged to their department

Any ideas of how to implement the above procedure?

Thank you in advance,
Aggeliki

Accepted answers

Kristján Geir Mathiesen

Hi @Aggeliki K

You could:

create a custom field of type Single Select called "Group" (or something like that)
populate "Group" with the names of the departments
place "Group" on the screens in those projects and make it a required field
create filters, one for each "Group" value (i.e. department)
make people of each group subscribe to the filter

this way appropriate people will get email notifications once a ticket pops up in the filter. Make sure the subscription runs every hour (or more frequently if you need that) and make sure people assign tickets to themselves as soon as they see it (this way the filter does not send multiple email notifications for the same ticket).

HTH,
KGM

Nic Brough -Adaptavist-

Jira (and Jira Service Desk) are deliberately designed to not have "group assignee". In the real word, group assignee does not work, it fails people all the time. Not because the idea of "assigned to a set of people who will get it done" is intrinsically wrong, that is fine, but humans simply don't work that way.

Jira and JSD do not allow for group assignee, but they certainly are built for "we don't know who this should be given to", especially JSD.

The basic principle for incoming requests is that there should be data on an issue that enables you to define one or many queues, ordered into most urgent first. In the most simple case, you then get your agents to simply work from the top of the queue - pick the highest item off the list, assign it to yourself, and deal with it. Where there are multiple teams, your ideal situation is a single queue per team.

This way, you don't need to know the individual or even group to assign it to, and it gets given to the person most likely to get it fixed.

All comments

Kristján Geir Mathiesen

Hi @Aggeliki K

You could:

create a custom field of type Single Select called "Group" (or something like that)
populate "Group" with the names of the departments
place "Group" on the screens in those projects and make it a required field
create filters, one for each "Group" value (i.e. department)
make people of each group subscribe to the filter

HTH,
KGM

Nic Brough -Adaptavist-

Jira and JSD do not allow for group assignee, but they certainly are built for "we don't know who this should be given to", especially JSD.

This way, you don't need to know the individual or even group to assign it to, and it gets given to the person most likely to get it fixed.

Andrew Laden

We do similar, but we called it "Support Queue"

If your groups/queues are actually defined as groups in Jira, then you can add the group custom field to the create notification, and the members of the group will get an email as soon as the issue is created vs having to wait for the filter.

Aggeliki K

Andrew and Kristjan,

Thank you both for your answers.

I think the idea of the custom field will solve our problem.

I will come back to you on this with questions, if needed.

Regards,

Aggeliki

Aggeliki K

Nic,

Thank you for your answer.

Regards,

Aggeliki

Mohamed Saad Taha

HI ALL,

Can we create custom field for assignee also and be based on the group ?

for example if I choose group X from dropdown list

then when I open the employee field it open only employee based on the group name ?

Michael Fox_hktj25

@Andrew Laden, I configured your solution in our JSM but for some reason it's not working, i.e., it's not sending the Issue Created notification to the group defined in the custom group field. I think the issue might be timing... I'm using a "When Issue Created" automation rule to assign the group to the custom field. Is that the right approach? Any help would be appreciated. I feel I'm *this close* to getting this working...

For context, we have 3 separate agent groups all sharing one project. I have a "When Issue Created" automation rule that looks at a few fields on the issue to determine which group(s) need to handle the ticket. This is set in the custom group field, which is then used for notifications, automations, and dashboard filtering.

Thanks,

Mike

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