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Can we add email distribution group in Assignee?

Muhammad Ali Khan March 23, 2024

We have dedicated email distribution groups for each team. I need to know can a ticket be assigned to the specific email distribution group rather than to individuals. The individual will then assign a ticket to him from the Queue.

4 answers

3 votes
John Funk
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March 23, 2024

Hi Muhammad,

The Assignee field only allows the entry of a single licensed Jira user. While that user might be connected to a Service Account which uses a distribution email address, only a single user can be entered. 

1 vote
jianna culin March 23, 2024

Absolutely, you can assign tickets to a specific email distribution group instead of individuals. This way, tickets land in a shared queue where any team member can then take responsibility and assign it to themselves for resolution.

1 vote
Stephen Wright _Elabor8_
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March 23, 2024

Hi @Muhammad Ali Khan 

The Assignee field will only accept single users.

If you want to "assign" a ticket to a team - you can either...

  • If this is an actual Group, add a custom Group Picker field, and assign your Group to it
  • Create each group as a Team, and assign this to the appropriate field
  • Pick another custom field which the distribution group can be identified in

Let us know if this helps, or if you need more specific information :)

Ste

0 votes
Joseph Chung Yin
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 23, 2024

@Muhammad Ali Khan -

To supplement what both @John Funk / @Stephen Wright _Elabor8_ suggested, you may want to also consider accompany your group setup with automation rule design, where the automation rule can send out custom email to the distro email address for those members of the list to receive and then access the issues + assigning the issues to him/herself.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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