How to configure auto assign for Group based on Issue type for example :
If the issue type is ITSupport , I got group called ITSupport ( Include 6 users )
once customer create an issue related to ITSupport issue Type it should be auto assgin to this group and group notified by emails
How to achieve this
I find this a major weakness in this application by not allowing such functionality, especially as it has a "Service Desk" function now. Lets face it, most big companies these days strive to base their processes around ITIL methodology, the last 3 I have been involved with have anyway (3000 employees, 73000 and 300).
This is the first time I have come across JIRA and as a Service Desk Manager find it quite limiting. While I understand this tool is fundamentally based around Agile PM, Service Desk functionality is very cumbersome and limiting.
I know it is only in its early stages, I just hope this gets addressed as automating process for standard changes and incidents etc should be standard in almost any service desk product.
Why is it important?
If I have a standardised task which does not change and follows the same path of implementation every time, I should be able to use a workflow to automate that entire process. Tasks we have should auto generate upon specific status changes the assignment or closure of other tickets.
Assigning to multiple "assignees" is wasteful and creates too many overheads around future administration. ie. if one person leaves, you now have to update that list. If it was a group, then you have nothing to do whatsoever except update the group.
The only solution for this is to allow the assignment of issues to groups.
Now, we have to manually create every single ticket. Wasting my technical resources time that could be better spent on improving processes.
I don't recommend using this approach as you loose visibility on who in particular is working on an issue and takes away the sense of ownership that the "Assignee" field provides. Having said that, if you still need to implement this process, this is how I would recommend you to do it:
Another approach is to use filters and subscriptions to notify a group in JIRA. For this scenario, you will proceed as follow:
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