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Is there a possibility to assign issues to an agent group instead of a single agent?

as we are currently looking at the Data Center version of Jira service management, we are checking if it is possible to create agent groups and assign an agent group as agent to a task.
Currently, we are only granted the ability to have a single profile where a user and not a group is stored as an agent.
Is there a workaround or direct solution to this problem?

Thank you in advance.

1 answer

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Walter Buggenhout _ACA IT_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 06, 2023

Hi @Morten Dieckmann-Keden,

Assigning an issue is normally done using the Assignee field. That field only lets you use single users (by design: the assignee is the sole individual currently in charge of that issue).

The request to be able to somehow triage issues to a group of users is a pretty common request. You can fix that by setting up a group custom field that lets you select user groups instead of individual users.

Via your JSM queues, you can then set up separate lists of issues for those specific groups where they can pick the issues assigned to them.

Hope this helps!

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