Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How can I assign a ticket to two different groups?

Hello All,

Hope you are well.

I have a request to set up JIRA to assign tickets to two different teams (groups)

Global IT Security
Global IT Services

Does anyone know how to do that please?

Many thanks.

Best wishes,

Gabriel

2 answers

0 votes
Alan Stephenson Community Leader Dec 01, 2021

In JIRA, the Assignee field is tied to a user account. It doesn't have the ability to tie to multiple groups. One workaround our team is using is creating a user account which is a DL e-mail list. That way, when the ticket is assigned to the DL e-mail address anyone on that DL e-mail address will get notified.

One drawback with this. It will count as a user license on your software; even if that user account doesn't log in. 

Depending on your process (if you have one to disable accounts) the user account created we flag them as Service Accounts so they don't get disabled. That way, the account always stays active.

Not the most ideal solution but it works. Would it work for you? Hard to say. If you combined the two groups you have listed above into one global one then both would get notified. You can then leverage tracking hours on the ticket using the log time and it would be the user logging the time.

Hope that helps.

0 votes
Dirk Ronsmans Community Leader Dec 01, 2021

Hey @Gabriel Cassi ,

You have a few options imho.

If they both need to work on the same thing at the same time you can use a multi group picker field and adjust your queues/filters for that field.

image.png

Another thing could be that if they need to work on the issue at the same time but you can divide the tasks you can opt to use subtasks on the issue.

That way you have a "main" issue of which someone takes ownership, but if you need to divide the tasks/delegate some things you can use subtasks for that too.

Thanks Dirk for your input but I need to have two separates queues and assign tickets from one email address to two teams, leave the tickets unassigned and assign to the teams. 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you