How to assign an issue to a group assignee?

[JULIUS, SUSANNE]

Dear Community,

we are in need to find a way to assign an issue to a group of users or multiple users (we are currently using the user account approach, but are not happy).

In the FAQ I found this information:

Managing Issues via Group Ownership

You can add a custom field to store which users and groups should be associated with a given issue. This is particularly useful for projects where a team owns all issues of a particular type.

To do this, set up the following:

1. Add a group picker custom field to your issues.
2. Configure an email notification in your project's notification scheme to be sent to the 'Group Custom Field Value'.

An issue can now be "assigned" to the group by selecting the appropriate group in the group picker. An email notification will be sent to the group.

Can the notification scheme be set up in a way that only the incoming ticket will generate an email notification to all users in the group?
We fear by using this group picker field and setting up the email notification scheme it will create endless notifications, which are not wanted.

Our use case would only require an email at the time of creation of the ticket, then an agent will attend to it and assign it to himself or a third party and no more notifications to the group are needed.

We are also interested in any advice on plugins if available, and would also like to learn from your experience.

Thanks so much,

Susanne

[Nic Brough -Adaptavist- · Accepted solution]

One of the things Jira does deliberately is have a single person who is currently responsible for an issue, avoiding all the problems that multiple assignees always cause.  Nothing wrong with having "and other people to talk to about it" information though, and your group-picker is a good way to do it.

Anyway, yes:

>Can the notification scheme be set up in a way that only the incoming ticket will generate an email notification to all users in the group?

In the notification scheme, you can set an "issue created: custom-field: <your group picker>" notification rule.  That means everyone in the group will be notified of new issues.  To avoid everyone being later swamped with update emails after the actual assignee has taken responsibility, simply do not use the group in any other notifications.

You mention agents though, which suggests the use of Service Desk - in this case, you're expected to do "group assignee" by queues - anyone who can be assigned an issue from a queue is in the group automatically.

[JULIUS, SUSANNE]

Hi Nic,

thanks for your confirmation of the adaption of the notification scheme. That would be a relief.

Would you maybe have any suggestion on a plugin which can be used to create a group assignee?

Thanks so much, 
Susanne

PS: we are also using JSD, but this question is in fact pointing to JIRA Core.

[Nic Brough -Adaptavist-]

There are no apps that create group assignees - you can't change the way assignee works.

But you can implement custom fields off-the-shelf for "other people who are involved" - as above, group-picker or multi-user-selects are what most people do when they need associates.

JSD and Software can also use associates to the single assignee, but additionally in JSD, you can treat queues as a group assignee.

[JULIUS, SUSANNE]

thanks so much for your quick response

[Linda Milne_Togetha Group_]

What do you mean "incoming ticket" - do you mean assignee, or issue created? If you have a group you should just be able to configure the notification scheme to send emails to that group for the specified changes of interest.

Or, could you just use watchers for this? Pick a key person as the assignee perhaps, but anyone who needs notification is set as as a watcher, and again, you can configure your notifications to send updates as required.

[JULIUS, SUSANNE]

Dear Linda,

thanks for your answer. 

Watchers is not what we need, we need the notification at the time of ticket creation.

But thanks for the confirmation about the adaption of the notification scheme.

Thanks

Susanne