Creating a resolution group

[s.safran]

I would like to be able to create resolution groups 
on the support I set up so that I dont have to switch manually  
requests and incidents to each user [developer or system administrator] 
of the service desk.

[Jack Brickey · Accepted solution]

@s.safran, welcome to the Community. I'm not quite sure what you mean by "resolution groups". Are you asking if you can set the Assignee field to a group of users rather than a single user? If so this isn't possible nor a good idea TBH. Jira is defined to have a single user for any user-field, e.g. Assignee as this ensures accountability as well as identification. With that said, you could create a user that represents a group of people and then that email could be a distribution list. This is a bit messy and you may stumble upon limitations over time, e.g. related to permission restrictions, reporting, notifications etc. but doable.

[s.safran]

I am currently in charge of the support within a company that has just set up

a support center for its clients. I am currently alone behind the support

interface but I will wish to add other people of the company.

Ideally I would like to add a pool "Developer" and a pool

"System Administrator" this two different pool does not manage at

the same topics. Currently I do it manually, name by name, but I wish I

could do it through the interface to make live my tickets and be able to

assign them to the correct resolution group.

[s.safran]

Nevertheless, I thank you all the same for your answer and in the event that I did not find other solution I will certainly apply the idea of ​​integrating generic email addresses that will serve the users of my team.

[Edu Verde]

Hi @s.safran 

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 "Developer", "System Administrator"..at the list 1 as a parent list, each of them could have different "child" values: Developer:

• Dev1
• Dev2
• Dev3

System Administrator:

• SysAdmin1
• SysAdmin2

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 ("Dev2") and assign the issue to your Dev2 agent.

Hope it helps.

[Ege Su Inan]

Hey,

As far as i can understand you are trying to 'label' your tickets. So you can create queues or dashboard base on that.

You can use 'label' field for create a custom field and add your options (select list)

Then in service desk you can 'hide' the field and set a default option.

So you don't need to set it yourself each time.

Cheers,

Ege Su

[s.safran]

Perfect !!!

I will tray with this solution.

Thks for the answer.

Cheers.