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Can a Service Desk issue be assigned to a role or group instead of a person?

We are creating complex automations that tie a Service Projects to Software Project Advanced roadmaps, Kanban boards, etc.  some of the automations require issues to be auto assigned to individuals.  In some of our flows, that individual can be set for auto assignment many times. 

The problem is that if that individual leaves the company, we have to go through and audit where that individual is used in the automations and replace with someone else. 

If we could assign issues to a role, we would only have to replace the user assigned to the role once.

Is this functionality available or any suggestions as to a workaround?

1 answer

0 votes

Hi @warren 

Strictly speaking, a Jira issue can only be assigned to one person (as in using the "Assignee" field). A work around is to create a custom field (maybe called "Group" and this field can be a Select List (single choice), Select List (multi choice), or Select List (cascade)) and populate that with the groups in your organization that will be resolving the issues. Then classify the issues by assigning the issue to an appropriate group by choosing the appropriate value in the "Group" field. That is one way of doing it.

HTH,
KGM

Thank you for the reply.  Can the Teams use in advanced roadmap be used for the choice?

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