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[Aurelle]

How can I  assign a ticket to multiple support group

[Nic Brough -Adaptavist-]

Issues can only be assigned to a single user.  This is correct behaviour, multiple assignees or group assignees never work in real life and often make a complete mess of simply getting things done.

There is absolutely no problem having associated people or groups though - "If the assignee Charlie isn't around, you can always go ask these people or this team where Charlie is with it".  Some people use the watchers function for this, but many will add a group or multi-user picker to enable other people to be drawn in.

The other question this sort of thing usually leads to when it's about support processes is "why do you need it?"  A support group should always know what issues it should be picking up and dealing with...

[Alexander Kravchuk]

As Nic mentioned, Jira allows you to assign issues to users only. However, you can create custom field of type "Group picker" and configure notification scheme to send notifications to members of selected group the same way as you would to "Assignee" 

[Dirk Ronsmans]

True, Queues are what the other support teams need to monitor.

But the handover part to those other teams has to be done somehow, imho that would be a team assignment field. 

Within their queue the members of those teams can then assign the ticket on their name what they are working on.

[Nic Brough -Adaptavist-]

It's what queues are for - support call comes in, 1st line needs to hand it over to another team, the other team should be monitoring their queues.  They don't need to sift or team-assign, the queue should be set up to organise it for them.

[Dirk Ronsmans]

@Nic Brough -Adaptavist- 

While I do agree with 99% of your statement this one feels a bit short (unless I'm misunderstanding your thought)

A support group should always know what issues it should be picking up and dealing with...

This might be right for Development teams who support their own applications, with a Support team I wouldn't underestimate the added value of a Team first assignment.

Having multiple support tiers, you can't expect the 2nd or 3rd line teams to sift thru all the incoming tickets to see if there is anything for them. Hence the SPOC will assign the ticket to the (more expert) support team and then that team can focus only on what was assigned to them (+ these teams can manage themselves when it comes to availability/holidays/ilness/... )