How to create a collective entity for a team

[Kristian Klima]

Hello,

I have a four-member tech doc team. I'd like to create a 'guild' collective entity to which tickets could be automatically assigned and that would result in all four of us getting notifications. 

The use case is that some users (support, devs, etc.) may not be aware of individual writers' realms of responsibilities when assigning a ticket.

Do I have to create a standalone account in Jira Cloud (say, Doc_Guild) or is there a 'virtual' entity options?

How do I achieve that all four of us receive notifications when a ticket is assigned to that collective entity?

Thanx

Kris

[Darryl Lee · Accepted solution]

Hi @Kristian Klima and welcome to the community!

As many a seasoned Jira admin will tell you, Jira is designed to have issues assigned to a single person to make sure no tickets get lost.

Most would recommend addressing your use case by leaving tickets unassigned, and then setting up a "queue" of those tickets where writers can appropriately assign tickets to themselves. Atlassian lists this as the first option here:

• Managing Issues via a Queue 

To ensure that the entire "guild" is notified when there is a new ticket, you could set up an Automation that when a new ticket is created, an email is sent out to that address.

You could use this rule as a model, and simply omit the part about checking if it is a high priority issue:

• Notify via email for high priority issues 

[Kristian Klima]

Hi Darryl, thanks a lot, the automation option (a guild address without a guild account) looks like a viable option.

Now I need to get our IT admin to set up the guild email address :)

[Darryl Lee]

Oh, I should have mentioned, you don't actually need a guild email address. Automation notifications can be sent to multiple individuals, so you could just individually add those users. The rule could be as simple as this: