Create a way for users to generate a service request against specific asset objects

[Joseph Muzzio]

Looking for a way for our employees to interact with asset objects (place a service ticket). Is the QR code associated to an object an option? Or is that only accessible for JSM licensed users? The goal is to initiate a ticket at point of use assets/equipment.

[Tomislav Tobijas]

Hi @Joseph Muzzio ,

To select specific equipment/assets and raise a ticket connected to that asset, users do not need to have a JSM license.

For example, you can display (and filter out) objects from the specific schema for Jira Service Management customers to select when submitting a specific form. In the following example, you can see how specific objects as displayed in a custom field that is visible to customers 

which is in fact Assets custom field.

For Assets in general, I would recommend checking the official University learning path: Keep track of your organization’s assets. With that, you can get easily onboarded in the 'world of Assets' and what you can do with those.

If you have any specific questions, feel free to ask them here.

Hope this helps.

Cheers,
Tobi 

[Joseph Muzzio]

Thank you Tobi! Reversing the question a bit, can users access the QR code associated with the asset? Or is that JSM license only?
My hope is to build a form as you suggested above (very helpful, appreciate it), as well as a way to automate a form/ticket directly at the asset. I.E. - scan; change operational status ("in-service" to "out-of-service"); ticket created.
Is that a possibility?

[Tomislav Tobijas]

@Joseph Muzzio 

Reversing the question a bit, can users access the QR code associated with the asset? Or is that JSM license only?

Scanning the code redirects you to the asset view of that object. That being, said, all object details are only visible to JSM licensed users (specifically those who can access Assets schema and that particular object; check Manage roles with Assets for more info)

As for this:

My hope is to build a form as you suggested above (very helpful, appreciate it), as well as a way to automate a form/ticket directly at the asset. I.E. - scan; change operational status ("in-service" to "out-of-service"); ticket created.

Very interesting request!

However, the answer is - no (at least I'm not aware that you can do that). There are some feature requests related to QR codes (e.g. customizable codes on the cloud). Maybe, with that, you could be able to trigger some kind of webhook which you then linked to an automation rule to change object status.

As I see some benefits there, maybe you can try to reach out to Atlassian Support with this requirement. They can probably open a new feature suggestion if there isn't one already.

Cheers,
Tobi

[Joseph Muzzio]

Thank you Tobi! Lots to digest as we assess how we interact with our equipment/assets. Really appreciate the help here!

Joe