How to assign tickets to groups using automation


Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

As per design, only one user can be added as an assignee on an issue.

We are tracking an open feature request to allow issues to be assigned to a group

JSDCLOUD-106 - Getting issue details... STATUS

There could be use cases where specific types of issues are owned by a subset of agents and they work on these tickets and drive them to resolution. This would help other users in the group to manage the ticket if the current assignee is unavailable as well.
This article provides a workaround where the assignee is still a single user but there's a custom field Group Assignee that would hold the users accountable for handling this issue. 

Environment

Jira Service Management, Automation

Solution

Possible solution:

  • Create a custom field of "group picker(single group)" type and name as Assigned Group

       

  • Associate this field with the screens of the project to ensure it is viewable and editable of the expected issue types
  • Create an automation rule to update the field from the first step based on your requirement
  • You can also add an action in the rule to assign tickets to users from the custom group

       

        


Sample rule:  automation-rule-17852577-202402161550.json

  • Furthermore, you can create a custom queue with a filter that would extract issues with Assignee Group = 'ABC' to aid in monitoring the tickets assigned to each group.

     

        

A few points to remember:

  • The Assignee field is a single-user picker field and the user can only be a JSM-licensed user
  • The notification scheme is configured to trigger notifications to the assignee by default, in order to get these triggered for the group we need to add the custom field as a recipient on the relevant events in  the scheme for the custom field created
  • Automation packaging has new limits, so please be aware of them while configuring the rules. As in this new automation package, only successful executions will count as a rule execution, this may impact your automation rules usage and limits.

    View more details at > Introducing our new packaging model for Jira Cloud Automation

           How is my usage calculated?

          Automation service limits

Last modified on Feb 26, 2024

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.