We have a scenario. for a ticket support person has provided a resolution like Resolutions: Resolved. But user is not happy with the ticket and he reopened ticket by clicking Re-Open status button. Here ticket Resolutions shows Resolved, we need this to Unresolved. We make Resolved status purposefully to use at Resolved status. Please let me know how to achieve this state. Find the screen shot for details and let me know if any additional information required.
Thanks for your HELP. I need one me favour from you. Please advise.
Here is my requirement. For a project. I have created a custom field(Type=Select List) and Values are CADENCE, SYSOPSYS, EDA, etc…
At the time of ticket creation, When user select CADENCE value, Ticket should assign to Primary owner(user1) and inform group(group1) like that
When user select SYSOPSYS value, Ticket should assign to Primary owner(user2) and inform group(group2)
When user select EDA value, Ticket should assign to Primary owner(user3) and inform group(group3)
To Achieve this purpose. We added some tool names as components and respective component lead as below
Component Component Lead
Here two options worrying us.
1. JIRA system is allowing only one user to add as component lead. No second user list or group.(Like Queue members)?
2. User should select only one component at the time of ticket creation? So that ticket get assigned to support persons. For particular Value(Tasks)
This is basically a Assignment Matrix. Based on custom filed value ticket should assign to Primary owner(User1) and Secondary Owner2(User2). This way we can achieve properly. In case primary owner is not available secondary owner or Group members will assign this ticket to appropriate available support persons.
Please let me know how to achieve this
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