Creating multiple teams that assignees can be assigned to
Hello,
I have been looking for a while to try and find the best answer here, but I'm getting a bit confused. I've seen articles regarding adding teams, then I've seen references for adding groups...I am not looking to "share" anything to a particular group. If possible, I would like to explain exactly what I'm trying to accomplish, and I'm hopeful that someone could point me to the correct article and/or explain what can/cannot be done.
We use JSM to support escalations. We have 4 teams, and under each team has between 8-12 employees who work the cases (Assignees). When cases come in, we have it programmed for when a case is booked using X-product, then the assignee that supports that product will get it auto-assigned to them. Works great!! We are now working on some reporting, and until now we have just pulled ALL cases and provided these results to management for review. No issues here, however, we now need it to where we can somehow assign each assignee to a team.
Say I'm the manager and I have 10 assignees under me...I might would call it "Team_Mike" and in Jira, anytime one of my employees is assigned a case it would reflect Team_Mike. Having it programmed this way would then allow us to create custom charts/graphs in Dashboards so that leadership could glance at only their team and review the results (vs. everyone).
I figured I could leverage the Group option, but then I had read on one thread how we may need to create a new custom field. Ideally it would be perfect if there was a way to create 4 groups (each one to represent each team), then go into user settings and assign each user to its proper team. Then every time they were assigned a case, this field would automatically show up (see screenshot for what I was thinking). But I'm afraid that may not be how Groups work. Overall, I'm not 100% since we are using a template, so looking for any suggestions on how I can accomplish this.
Thx so much,
MT
