Add groups or department to follow up ticket.

[Jason Li Ting Chung]

Hi Community,

The following is my issue:

When a customer create a ticket, his department or group need to be able to follow up the ticket if the customer is not available, for example on sick or leave.

Since share feature is only per user, is there a workaround to add the group or department of the customer to a notification feature or other solution so they can follow up the ticket without consuming the license.

Best regards,
Jason Li

[Dirk Ronsmans]

Hey @Jason Li Ting Chung ,

You could capture that with the Organisations feature in JSM. You could create organisations based on the department and then share the issue with that organisation.

https://support.atlassian.com/jira-service-management-cloud/docs/add-an-organization-to-a-service-project/