Best Practice for Assigning Users to Issues in JIRA

Hi all,

We have an issue task flow where an agent reports an issue coming from the customer and it then gets assigned to an engineer. After the engineer has determined the source of the problem and resolved the issue, we reassign the isse back to the reporter so they can verify that the problems are no longer an issue. We reassign the issue to temporarily track ownership, but once the issue has been verified as resolved, we then need to go back and reassign the "Done" issue to the engineer that solved the issue so we can track velocity.

How could we approach this issue in a way that requires less time spent in reassignment while providing accountability to the reporter to verify that the issue has, in fact, been solved?

Thank you!

1 answer

Hi Ryan,

I would suggest having only one assignee and that is the Engineer solving the problem. The reporter will be always tracked as the Reporter of the issue. To track the ownership (who has to do something on the issue) I suggest using the statuses.

For example: if the issue is on status 'Investigating', then it will show on an Engineer filter like "assignee = currentUser() and status = Investigating". Once the problem is fixed the engineer transitions the issue to the status 'Verifying' and then the ownership passes to the Reporter and he will see the issues that needs to be worked on by a filter such as: "reporter = currentUser() and status = Verifying". If it wasn't resolved, he transitions the issue back to 'Investigating' and if it is resolved, he transitions the issue to status 'Done'. Then it may also go back to the Engineer to make final notes or simply be informed that he fixed the problem and be closed.

Does that make sense?

Here are some guides on Configuring Workflows and Advanced Workflow Configurations
Hope it helps :)

Cheers!
Mauro

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

211 views 1 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you