Multiple assignees at different stages of a ticket

[Stefanie Sullivan]

We have some support tickets where different teams need to do different functions along the stages of the ticket. So, we will reassign tickets along the way. The ultimate person who will get 'credit' for the ticket is last person assigned who closed the ticket - even though other resources worked on it from a resource capacity point of view.

I'm hesitant to use subtasks because of the limited visibility from a rundown report point of view and would like to keep 1 ticket because the SLAs will apply across that 1 ticket.

how have others solved this issue? I know this must be a common problem.

[Yuliia_Borivets__SaaSJet_]

Hi @Stefanie Sullivan 

I've recently explored options to find the assignee history of the ticket. You can check this article:

How to get assignee history for Jira issues

Depending on the result you want to get, you can try different options.

1. I guess this built-in gadget might be helpful. It is called Issue Statistic Gadget, and you can select different parameters, for example, assignee. Also, you can add a filter to limit results to some dates and project.

2. Free option to check assignee history for a single ticket with Issue History for Jira app. Here, you can filter by assignee and see who was assignee of this ticket at different stages. It's free for everyone, even after the trial ends.

With the full paid version, you can get a report for multiple tickets (there is a 30-day free trial).

The app is developed by my team. Let me know if you have any questions.

[Tanya _NaraSyst_]

Hello, @Stefanie Sullivan,

If you're considering exploring marketplace solutions, I suggest giving the Performance Objectives app a try. The app features an 'Assignee (history)' field, which captures the history of issue assignments over time. It dynamically extracts data from your Jira records and does not require automation or the addition of a custom field to your Jira.

To better showcase how the 'Assignee (history)' field works, I've configured a test case below:

Additionally, the app offers a wide range of essential metrics that can significantly enhance your reporting capabilities and allows you to set and visualize custom KPIs directly on your Jira dashboard.

You can explore the app through a free trial to determine if it meets your needs.

Please be aware that I am a member of the team behind the app, and we're here to assist you with any inquiries you may have.

Best regards,

Tanya

[Kian Stack Mumo Systems]

@Stefanie Sullivan, 

Can you tell us what exactly you are trying to report on?

[Stefanie Sullivan]

mostly KPIs - how many tickets did people work on. we don't log time.

[Kian Stack Mumo Systems]

You can write a filter per resource  - assignee was in ( ID) or assignee = ID.

Or you could write an automation rule to copy the assignee into a multi picker custom field each time the assignee is set.