Group transfer

[Deleted user]

Hi there;

I'm looking for a way to transfer an Incident to a specific Support Group for resolution. All ITSM tools offer that option.

Let's say the Service Desk was not able to resolve the Incident.

The Incident needs to be routed to a Level 2 Support Group.

This Level 2 Support group needs to receive a notification when the Incident is transferred to them.

How can I do that?

Thanks for your kind help.

[Angélica Luz · Accepted solution]

Hello Mehdi,

Thank you for getting in touch with Atlassian Community!

I would like to confirm how the incident will be routed, so we can check what will be the trigger for the notification to be sent.
What update will be made on the ticket? Will the issue be transitioned, the value of a field will be changed, or the ticket will be moved to another project? These are just some examples, so please, give us more details about what will change on the ticket for us to check the best option for you.

Regards,
Angélica

[Deleted user]

Hello Angelica;

Thanks for your prompt response.

The trigger should be a field (e.g. Support group) where the Service Desk agent can enter the name of another group to route the Incident to.

Then, this triggers an email notification sent to all the members of that group, or at least to the group manager, or to a general group mailbox. You see what I mean. 

The issue should not be transitionned: in my case the status will remain to In Progress.

The issue will not be moved to another project.

What I'm asking for is a very usual feature for a support tool. It's called Group transfer. There is nothing complicated there.

Thank you for your kind help.

[Angélica Luz]

Hi Mehdi,

The best option, in this case, is to use the add-on Automation for Jira, since the automation in JSD project does not have the trigger to send an email when the value of a field has changed.
You can use the free version to test (Automation Lite for Jira Cloud).
Here is an example of an automation that you can use to send an email to the group "administrators":

When the value for the custom field "Support group" changes to "Managers", then an email will be sent to the group "administrators".

Please, give it a try and let us know how it goes.

Regards,
Angélica

[Deleted user]

Hello Angelica;

It does work! Thanks a lot!

Now this add-on will actually answer a lot of my questions ;-)

One question though: How do you suggest I manage my groups in JSD?

For now I used Groups under Administration, like in the attached screen capture.

Is that a best practice as per Atlassian? Or should I go through a custom field?

 

[Angélica Luz]

Hi Mehdi,

As you are a site-admin, the best option is to keep using the groups on site administration. 
Custom fields are something that other administrators will have access to edit, so as a best practice to manage users, it's better if you use groups.

Just to clarify:

- Site-admins: can access Site administration and manage everything related to users.
- Administrators: have access to the menu Jira settings and also they can add themselves as administrators on projects. Basically, they can manage site configuration, but not users.

Regards,
Angélica

[Deleted user]

Thanks a bunch Angelica!

Have a great weekend.

[Edu Verde]

Hi!

In case you need/want to notify an specific agent, you could manage it within a Select List (cascading) custom field and an automation rule to assign the issues to the specific user.
On a Select List (cascading) custom field, you have two list where the values from the second one depends on the selected value from list 1. So, if you have the values "Level1", "Level2"..at the list 1 as a parent list, each of them could have different "child" values:

Level1:

• Agent1Lv1
• Agent2Lv1
• Agent3Lv1

Level2:

• Agent1Lv2
• Agent2Lv2

Then, you should create an automation rule where the trigger was Field Value Changed and the "Field to monitor for change" was your custom field, add some if/else block in order to match the content ("Agent2Lv1") and assign the issue to your specific agent.

Hope it helps.