How can we configure our service desk to assign tickets to a triage team?

[Cathy]

Hi,

We are interested in using Jira for internal tickets and all users would be assigned as agents, (as we all both request and are assignees of tickets raised between different departments and groups).  We have Triage team function to which new tickets are initially assigned, then the Triage team analyse and reassign the tickets to the appropriate product group.  Please can you advise on how to configure a workflow for this use case?

Many thanks,

Cathy 

[Jack Brickey · Accepted solution]

I would recommend simply using queues and leave the Triage Queue to equate to unassigned. In this manner all agents are responsible to review this queue and keep it empty.

Variant:

if your use case is such that you need multiple Triages Queues then you can use components or a custom field that is filled in when creating the issue. Then the queues can be setup to distinguish between the triage groups.

[Cathy]

Hi and thanks for your reply, I will explore how this will work for us too :)

Many thanks,

Cathy 

[Cristian Rosas [Tecnofor]]

Hi @Cathy

It looks you can do it with only permission scheme. As best practices, create a role called Triage Team and give this role assign permission. Also, include your group to this new role in your Service Desk project.

If you have a more strict situation, specify all of your needs so we can help you ^^

[Cathy]

Hi and thanks for your reply, I will explore how this will work for us :)

Many thanks,

Cathy