I currently use a basic JIRA installation (no Agile, no Service Desk) and I don't know how to model the different groups inside a project. This is our case:
We have a project, and the typical issues we receive are incidents, RFE, Bugs and Service Requests. When attending those issues I need to model the groups or support queues, so an issue is assigned to a group, instead of a user.
I'm planning to add a custom field to the project to reflect the queue, but I'm sure that I'm not the first facing this problem. My question is if some of you have experienced this situation and how did you resolve it.
I think you've already worked out the best approach - you need a custom field to group issues into queues.
I'd be tempted to group up your users into groups with the same name as the queues as well, so that there's a very clear relationship.
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