Assigning a ticket to a team

[Tim Patrick]

Hi Ahmed,

This was a suggestion from someone else.

It looks like they just suggested to create a custom field (potentially a drop down with each of the teams in it). Then when a team is selected, you can run the queues to query tickets assigned to specific people or teams depending on the value of the custom field.

[Deleted user]

Hi Patrick,

I mean using "Team Responsible" custom field.

Thanks

[Deleted user]

Hi,

The topic is very interesting :)

But i didn't understand how to link a user to a specific team.

Thanks

[Tim Patrick]

Hi,

I have a separate queue for each team which they manage themselves.

The queues are set up to show any ticket assigned to an individual in the team, or if the ticket is group assigned to that team. We also have some queues split depending on their status.

But one core thing i ensure is that a ticket will only show up in 1 queue or it could become a bit messy and will not allow us to use the queue figures correctly.

[Andrew Januszak]

Hi Tim, 

Do you have individual queues for each group/team or is it one queue that displays the tickets based on the group(s) the agent is in?

[Sayan Kaiser]

Hi,

I have a similar question, but in my scenario once the ticket is assigned to a group and after closing the ticket, the ticket automatically goes back to unassigned.  As I wanted to create a dashboard on the basis of how many tickets were resolved by that particular group 

looking for suggestion ?

[Tim Patrick]

We set the system up to have 2 different types of assignment. Assignee, or Group Assignment.

The Assignee is the standard Jira SD part where you can assign a ticket directly to an individual.

The Group Assignment is where you assign the ticket to a user group. The users in the group will be from a specific team. Example of the groups are "Service Desk", Application Support, Application Management" etc.

This then means you can either assign a ticket to an individual, or to a team. We also added in some automation that clears the group assignment field when a ticket is assigned to an individual, and the same for the other way around where the assignee field is cleared when a ticket is group assigned.

We then set the queues up to have all open tickets for anyone in the group, or is a ticket is assigned to the group. This will then show everything owned by that group whether its assigned to an individual or to the team as a whole.

Does that answer what you need?

[KramerJ]

I’m doing that. How do I assign a ticket worked to a different queue?

[KramerJ]

Did you guys every figure this out Tim? I would like to assign tickets to queues worked by multiple users as well.

[Tim Patrick]

perfect.

thanks.