Currently, there is no way to assign tickets to a group which makes it difficult to report on if an individual leaves the company. If you have it where the ticket is assigned to a group (queue) and allow users within that group to select the ticket, reporting would still be accurate.

This feature needs to implemented. We have now round about 100 dummy user accounts which has assigned the team email address.

Yeah, this should have already been included as a basic feature of Service Desk - it's not some crazy idea, this is implemented in other service desk systems that have been around for decades. JIRA already sees the AD groups - they're right there - it's so close, yet so far away.

While the "Teams for JIRA Service Desk" plugin is interesting, it's not quite what we're asking and seems to require the additional management of teams that are in JIRA and not AD.

Marc,

Looks like a good plugin. It is not available for the cloud unfortunately. Also, this basic feature should be part of Service Desk for free. I really think it should be a basic feature that's included with Service Desk. This feature is common in other Service Desk type of apps.

Maybe this plugin will help some people accomplish the ability to assign to a group of customers:
https://marketplace.atlassian.com/plugins/eu.prepend.jira.servicedesk-teams

Agreed with Joe above. We really could use the feature where we can automatic assign a new issue to a group. It gets messy when you have many people on the support team and it is hard to auto assign to one person. Also, it is not a good idea to leave the ticket unassigned either.

Please implement the ability to assign an issue to the group.

Thanks.

Just to provide some feedback to Atlassian about how this would work because I can't fathom why this hasn't been implemented yet...I run the User Support team for a company of 8000 people, with roughly 100 support personnel across multiple countries. Those 100 support personnel are broken up into multiple teams, such as Help Desk, Desktop Support, Remote Desktop Support, MobileOps, PrintOps, Infrastructure, and more. Our JIRA with service desk is connected to AD and pulls users and groups. When a ticket is created, I want the system to assign it to a group, like Help Desk. The manager of that group can assign the ticket, or a team member of the group can grab the ticket and assign it to themselves. If someone needs to escalate a ticket, they can just assign it to the next team and not have to single out an individual. The current work around for this is to create a user account in JIRA that is tied to that group in AD - it just gets really messy and requires more manual work that we shouldn't have to do. To answer Shihab's 2nd question, you would just make it so the "Assignee" can be a group or a user. No need to get fancy and have a ticket assigned to a group and a user at the same time. Let's just tackle this low hanging fruit request first. Thanks

Comment deleted, in the wrong place

We have an existing ticketing system that can assign issues to groups. We use them flexibly, where work can be pulled by an individual and reassigned to themselves, or simply stays assigned to the group, where the work can be shared.

This works well in small self-managed teams, where there isn't a manager keeping an eye on ticket assignments.

Thanks for suggesting this feature!

How do you guys see this working?

• What does assignment to a group mean? Will members of the group pull work on tickets that are assigned to the group?
• If an issue is assigned to a group, can it also be assigned to a user at the same time?