How to escalate issues to a group?

[Hiromi Kobayashi]

I would like to escalate a incident to a operation group since I do not know who are working at that timing. However, I can see only people's name in escalation targets. 

How can I escalate issues to a specific group?

[Petter Gonçalves]

Hello @Hiromi Kobayashi

Thank you for reaching out.

When you said you are escalating an issue, can you confirm what is the method/fields you are using to do this?

If you are using the assignee field, I can confirm this field can only be used to assign the issue to a single individual on your site. That being said, there are a few options that you can use to properly work around this limitation, as mentioned in the following documentation:

How do I assign issues to multiple users 

Personally, I rather use a field (Component, or any custom field) to reference a team and create a JQL filter to use as a queue. Let me give you an example:

Let's suppose that all the issues which require help from RH should be escalated to any users in the group "RH". I would follow the steps below:

1. Create a new component called "RH"
2. Add the component (RH) to the issues when they should be escalated
3. Create a queue using the following JQL filter:
   Component = RH
4. Provide the queue to the users from the group "RH"

Let us know if you have any questions.