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Ticket Assignment to Service Desk Groups

How can I set a ticket to be assigned to a specific group of agents? For example, if a customer on the site chooses "hardware" as a problem,
that ticket should go directly to an agent group of hardware employees.
These employees should also only see these hardware problem tickets. Where can i customize that?

 

Thank you

5 answers

0 votes

Hi there,

Jira can't assign an issue to a group, but you can use Components.

A component can have a component lead and a default assignee and you can create notifications based on components that go out to multiple people (a group for instance).

https://confluence.atlassian.com/jirasoftwarecloud/organizing-work-with-components-764478279.html

https://confluence.atlassian.com/adminjiraserver071/managing-components-802592503.html

Let me know if that makes sense.

Cheers,
Krisz

0 votes
Ivan Tovbin Community Leader Feb 01, 2018

Hi Jan,

An issue cannot be assigned to a group of users by design. Only a single user can be an issue assignee at any given time.

That said, I suppose that with some scripting (using addons like ScriptRunner or JMWE) you can automatically set an assignee conditionally or randomly from a specific user group.

You can also set up your dashboard to display all issues currently assigned to members of a specific group or groups so that your agents can monitor them more easily.

Hi,

we solved this by creating composite users with mailing lists as email adress. That might be the easiest way.. but remember that every composite user might also need an agent license.

Best regards.

Thank you for the answers. :)

Where and how can I adjust, that if a user clicks on "hardware problem" automatically an appropriate agent is registered?
Has the ulterior motive that someone else is responsible for hardware, as for software. For software, another agenda should be entered automatically.
Of course, this should only happen if the ticket is created via the user portal.

As @Krisz [Adaptavist] mentioned above, you can use the components with default assignee. You can find these in the project settings under components. Create a new component (e.g. hardware problem) and set your appropriate agent as project lead and in the drop down for the default assignee choose the component lead.

You can replicate that with every component you need and set different component leads and default assignees for each one.

Many Thanks. So it is already very good =).
However, I still have the question: Can I set, that then only the agent sees this ticket?
Does not mean other agents from the software area example can not see this ticket unless the agent releases it for others?

 

Thanks!

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