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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Ability to assign a ticket to a group rather than an individual

          Form Name

            [JSDCLOUD-106] Assign ticket to group

            Happy New Year, everyone! May it be filled with joy, success, and - who knows - maybe even some miracles. Like Atlassian resolving to fix this bug. We can dream, right?

            Tobias Bosshard added a comment - Happy New Year, everyone! May it be filled with joy, success, and - who knows - maybe even some miracles. Like Atlassian resolving to fix this bug. We can dream, right?

            You can already assign to a group/(s).

            1. Create a custom group field named 'Assigned Group'.
            2. Project settings > Permissions > Assignable User > Group custom field value > 'Assigned Group'
              • You can remove the other items that you don't want to be assignable.
            3. Create the Atlassian Groups and members that you want to assign to.
            4. Give your groups that you're using for assignment roles in your project.

            This allows you to assign to a group or multiple groups and the assignee MUST be a member of the chosen group/(s).

            The stupid part is all the automation that you have to do in order to make it work like you'd expect assignment groups to work. The group field doesn't have contexts or allow you to limit the groups that you can choose from so you end up having to use automation rules to map the correct 'Assigned Group' using either a custom select list where you can dictate the values or Atlassian's Team field. Otherwise you end up being able to assign to the administrators group or any available group... Also the automation rule needs to detect if the Team / custom select list changes that the current assignee is actually a member of the new groups or the previous assignee will just stay there.

            There is a full tutorial with example scripts here where you can even sync members of Atlassian Teams with group fields and get the functionality of both. Atlassian do have an EAP to link Atlassian Teams to Atlassian Groups but it's only for groups synced with an IDP

             

            Dave Meredith added a comment - You can already assign to a group/(s). Create a custom group field named 'Assigned Group'. Project settings > Permissions > Assignable User > Group custom field value > 'Assigned Group' You can remove the other items that you don't want to be assignable. Create the Atlassian Groups and members that you want to assign to. Give your groups that you're using for assignment roles in your project. This allows you to assign to a group or multiple groups and the assignee MUST be a member of the chosen group/(s). The stupid part is all the automation that you have to do in order to make it work like you'd expect assignment groups to work. The group field doesn't have contexts or allow you to limit the groups that you can choose from so you end up having to use automation rules to map the correct 'Assigned Group' using either a custom select list where you can dictate the values or Atlassian's Team field. Otherwise you end up being able to assign to the administrators group or any available group... Also the automation rule needs to detect if the Team / custom select list changes that the current assignee is actually a member of the new groups or the previous assignee will just stay there. There is a full tutorial with example scripts here where you can even sync members of Atlassian Teams with group fields and get the functionality of both. Atlassian do have an EAP to link Atlassian Teams to Atlassian Groups but it's only for groups synced with an IDP  

            João Oliveira added a comment - - edited

            The ability to assign a ticket to a user or group is a common action for most ticketing systems.

            This feature is already requested since 2014, 10 years have passed.

            This is an eternity of time, this should already have been actioned, what's holding this update?

            João Oliveira added a comment - - edited The ability to assign a ticket to a user or group is a common action for most ticketing systems. This feature is already requested since 2014, 10 years have passed. This is an eternity of time, this should already have been actioned, what's holding this update?

            While we wait for this one, ScriptRunner has a workaround that might help. You can combine the functionality of Jira Groups with the Team field while keeping members in sync. We’ve written up a tutorial with example scripts here.

            Lisa Murray [_ScriptRunner - The Adaptavist Group_] added a comment - While we wait for this one, ScriptRunner has a workaround that might help. You can combine the functionality of Jira Groups with the Team field while keeping members in sync. We’ve written up a tutorial with example scripts here .

            This is an essential activity in busy development teams that deal with regularly reported issues that need to be triaged by a team of folks, or where there is a team of developers or QA folks that need to be able to pick a ticket to be tested.  Believe it or not, all teams do not use Kanban or Agile boards while using Jira.

            Anne Gallant added a comment - This is an essential activity in busy development teams that deal with regularly reported issues that need to be triaged by a team of folks, or where there is a team of developers or QA folks that need to be able to pick a ticket to be tested.  Believe it or not, all teams do not use Kanban or Agile boards while using Jira.

            Definitely something that would be useful in our organization. 

            Sanjit (Rick) Sahota added a comment - Definitely something that would be useful in our organization. 

            I have users that urgently want this feature and are reluctant to use the default Assignee field on any ticket as a result of this limitation. 

            Deleted Account (Inactive) added a comment - I have users that urgently want this feature and are reluctant to use the default Assignee field on any ticket as a result of this limitation. 

            Roberto Ialino added a comment - - edited

            Hi shamid@atlassian.com (and assignee a1217920d496) ,
            please check on how works in Service Now.
            Here the documentation
            What does assignment to a group mean? -> if you manage 24/7 services o events (e.g Sports events where there are tons of groups doing different tasks) you will discover how much is important this feature.
            Will members of the group pull work on tickets that are assigned to the group? -> yes obviously
            If an issue is assigned to a group, can it also be assigned to a user at the same time? -> user of the group.

            Best regards,
            Roberto

            Roberto Ialino added a comment - - edited Hi shamid@atlassian.com (and assignee a1217920d496 ) , please check on how works in Service Now. Here the documentation What does assignment to a group mean? -> if you manage 24/7 services o events (e.g Sports events where there are tons of groups doing different tasks) you will discover how much is important this feature. Will members of the group pull work on tickets that are assigned to the group? -> yes obviously If an issue is assigned to a group, can it also be assigned to a user at the same time? -> user of the group. Best regards, Roberto

            Hello f8c2914d44e4 - what did you do to sync the Opsgenie Teams with the Jira Teams?
            We have migrated from Opsgenie to JSM, yet. We realized, that the teams are not merged. Now we have the OpsgenieTeams in addition to the Jira Teams and are thinking about - how to consolidate this.

            Ralf Scheller added a comment - Hello f8c2914d44e4 - what did you do to sync the Opsgenie Teams with the Jira Teams? We have migrated from Opsgenie to JSM, yet. We realized, that the teams are not merged. Now we have the OpsgenieTeams in addition to the Jira Teams and are thinking about - how to consolidate this.

            Robert Quinn added a comment - - edited

            We use OpsGenie and the Affected Services field. We associate an OpsGenie Team to every Service and use OpsGenie to notify the Team when work has been assigned to the Service.  We have an automation that synchs the OpsGenie team with the Jira Team until these get merged in the future natively.

            -----------------

            we hired a company ([Automation Engineering | 5.15 Technologies (515tech.com) |https://www.515tech.com/]to use the OpsGenie API to synch the OpsGenie Service Team members and description with the Jira Team members and description... API Overview (opsgenie.com) 

             

            Robert Quinn added a comment - - edited We use OpsGenie and the Affected Services field. We associate an OpsGenie Team to every Service and use OpsGenie to notify the Team when work has been assigned to the Service.  We have an automation that synchs the OpsGenie team with the Jira Team until these get merged in the future natively. ----------------- we hired a company ( [Automation Engineering | 5.15 Technologies (515tech.com) |https://www.515tech.com/] to use the OpsGenie API to synch the OpsGenie Service Team members and description with the Jira Team members and description... API Overview (opsgenie.com)   

              a1217920d496 Ash Young
              abhalla Arun Bhalla (Inactive)
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                Created:
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