Moving to Jira Service Desk

[James Doyle]

We are in the process of moving to Jira Service Desk  from Remedy and trying to understand how we can get our current setup to work in Jira.  How do you assign issues to different groups.  We have appox 187 Technology groups that will need issues assigned to them so they can work on them.  Once example we use in remedy. We have processes where one issue spawns 15 other tasks to different groups to work on in a sequence.  At this time if does not appear we will be able to do this.   It appears if we just use one Project as a Service Desk we might be able to accomplish this but having a hard time figuring out how each group would be assigned their issues.    We have looked at creating a Service Desk Project for each group we have but that seems that might be over kill and from what we have seen we cannot move sub-task in between projects and keep those sub-task connected with the original issue they were created from.  

Just looking for some suggestions on how you manage your service desk in Jira. 

Thank You

[Joe Pitt · Accepted solution]

JIRA only allows assigning issues to individual users. 

[James Doyle]

Thanks Joe,   That is going to be a hard one to wrap our heads around.   We have over 300 Technology Personal and as long as I have been here we would assign to groups.    I guess we need to start thinking differently. 

[Joe Pitt]

In JIRA there is an Assigned to Me report which keys on the assignee field and shows issues assigned to the user and not resolved.  If you aren't familiar with JIRA the resolved field is initially NULL in the database. ANY value in the field will indicate to JIRA the issue is resolved. The resolved field is required whenever presented so it should NEVER be put on any screen except a transition screen presented when the issue is being resolved. 

As for teams, you can create a select list with the names of groups and the issue can be put in one of the groups and searched on.  You can build filters on the groups and subscribe to them so the filter result will be emailed to the user at a regular basis.