Since our go live, we have been improving our systems and processed to work better, faster, and smarter.
One of our requirements was to have the ability to assignee issues to a Group or Team, yes this could be done with separate projects but would require extra overhead in project management and confusion with the Customer Portal and Issue Keys changing.
To the customer it needed to be a single experience regardless of which Group or Team was working on the issue.
We created the necessary JIRA Groups, one for each Group or Team. An agent can be a member of multiple groups depending on their skill set and capabilities.
The under the hood workings and setup would take some time to detail, but at least this is a start.
When an issue is created from the Portal, the customer can select an application to which they have subscribed to. The subscriptions are managed in Insight, each Customer / Organization is linked to multiple applications.
Each application is then linked to an Assignee Group Insight Object. This object then details the JIRA Group to which the issue should be assigned to. This would deem an issue to be Auto Routed to the correct team
Assignee Group Insight Object, Why?
Without the Insight Assignee Group object, when an issue is manually assigned, the transferring agent would see a list of ALL JIRA groups. As we have several AD's connected, there are over 1000 groups, so this was a no go.
For the manual transferring of Issues to another group, either routing to the first initial group or reassigning to the correct / 2nd group, we use POST functions with an insight field. The agent can then select the Assignee Group object, the transition post function then takes these values, gets the JIRA Group and sets the Issue Assignee Group value.
There are some other complexities built in, such as only some Assignee Group can assignee to other Groups etc.
Our Dashboards and Queues are then configured to show not only the issues assigned to the current user, but also the issues assigned to the Groups that the current user is a member of.
Putting this in place over the last few weeks did uncover several issues that were hidden and not being displayed correctly.
