How can I assign a ticket to two different groups?

[Gabriel Cassi]

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

[Alan Stephenson]

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.

[Dirk Ronsmans]

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.

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.

[Gabriel Cassi]

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.