Implement resolver groups for Jira Service Management

[Lance Li]

Dear Experts,

As I was told by the management team, they wanted to implemented the ways that different resolver groups can dealing with the ticket directly instead of the assignees, I tried to find a way but seems like Jira Service Management by default can't support that since assignee will be the main point to do this and resolver groups is kind of logical unit that can't direct dealing with the issues. Any ideas or suggestions? 

Thanks in advance.

More insight: 

“we now have the Jira Service Management data-center version installed, we have around 250 agents, and the ITSM project has been running for over 4 years, we have different groups of people under IT utilizing this tool, so I think the new management team wants to implement something I remembered for other Service Desk tools like ServiceNow called resolver groups that all the activities are dealt by the resolver groups not the single assignee. which means the resolver group can be assigned the tickets or resolve the tickets and all actions or histories will be resolve groups, so resolver groups is the actual assignee. And based on the current structure we should have many resolver groups like IT Support/HR IT/Infra/Platform etc.”

[Bibek Behera]

@Lance Li ,

What I can think of from the problem description is to have a Project role created "Resolver" and grant those project permission to perform the required activities.

https://support.atlassian.com/jira-cloud-administration/docs/manage-project-roles/

https://support.atlassian.com/jira-cloud-administration/docs/manage-project-permissions/

On top of that the please review your existing workflow to make the changes to the Condition and Validators if those are having anything linked to the Users/Group/Field to transition the issue.

https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/

Best Regards,

Bibek

[Lance Li]

Hi @Bibek Behera

Thanks for your prompt input, let me be more specific, we now have the Jira Service Management data-center version installed, we have around 250 agents, and the ITSM project has been running for over 4 years, we have different groups of people under IT utilizing this tool, so I think the new management team wants to implement something I remembered for other Service Desk tools like ServiceNow called resolver groups that all the activities are dealt by the resolver group not the single assignee. which means the resolver group can be assigned the tickets or resolve the tickets and all actions or histories will be resolve groups, so resolver groups is the actual assignee.

[Bibek Behera]

@Lance Li ,

Apologies for the delayed response, There is no way to assign a ticket to a group out of the box. What can be done to achieve this is to use automation to send notification to the people in the "resolver" group. In the workflow, put a condition that only allows people from resolver group to move a ticket to Done/Compete/Closed status.

-Bibek