Automatically assign a ticket to a user group depending on ticket type

Question

Hi to everybody,

I'm new to Jira Service Management Tool and I'm configuring a service desk for our retail/logistic office.

I would like to ask if somebody can help me: I would like to automatically assign a ticket to a user group depending on the ticket type selected by the customer.

We have 3 different support teams that must be informed only about specific problem types and they don't have to know about ticket that cannot be managed by them.

Thank you for your help.

BR.

Amir Ansari_00dz9f · Answer

I found a solution, please go to this link. Thank me later :)

Solved: Can Automation set the Team field when an issue is... (atlassian.com)

unknown · Answer

We came from OTRS and they have a "new tickets" view in their dashboard and every ticket with an unread comment was highlited in bold with a red circle badge on the first column.

They know that every ticket with the red circle badge was new or updated and they opened it in order to check the comment.

unknown · Answer

Thank you but their request is different.

I know that I can auto assign a ticket and I already did this configuration.

My colleagues asked me to give them a way to know, inside their own queue view, if a ticket has an unread comment or new tickets that they didn't read yet.

They receive hundreds of new ticket per day and they want to know the updated ones in order to process them.