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Is it possible to assign to ticket to multiple agent as group assignee?

Assign a ticket to a group of users

1 answer

0 votes

Hi @Solverminds 

There can be only one assignee per issue. That's a fact. However you can place a group field to all your tickets and tweak the notifications in order to send notifications to this group.

Assignee is "the one person currently responsible for getting this issue dealt with", it should never be a group or hold more than one person - that will always fail you in real life.  Your teams will all eventually get it wrong and start playing blame games.

However, there's nothing wrong with having extra fields that say "and if the assignee is not dealing with it, these are the other people or groups that you should talk to"

I've seen multi-user pickers for "other people to talk to", and single and multi group pickers when there's a good group setup in the organisation.  Even dedicated "team" fields that name a specific team.

"it should never be a group or hold more than one person" - how true!

And to quote:

There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that, because it was Everybody’s job. Everybody thought Anybody could do it, but Nobody realized that Everybody wouldn’t do it. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have.

Like Nic Brough -Adaptavist- likes this

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