Filtering assets based on customer organization

[Tomislav Tobijas _Koios_]

Hi,

I've started to test Insight - Asset Management, and I've got a question about filtering assets on the customer portal.

I've got the following scenario.
There are multiple organizations with multiple (different) users inside each organization. Each organization is actually our end customer and each organization has different products/assets at their location.

So, we could say that actually one organization = one location.

What I would like to get is that once a user opens a request in the portal and would like to select an asset/product with which they have a problem, only products linked to the users' organizations are displayed within the Insight custom field type.

Is something like this possible with IQL and/or JQL?

Cheers,
Tomislav

[Tomislav Tobijas _Koios_ · Accepted solution]

Hey,

My colleagues and I just found a bit easier solution for this. The basic concept stays the same, but without the need of having to replicate Customer structure in Insight - only Organization structure is enough.

So, I'll take what Mark wrote earlier and just modify the steps a bit:

• Object Type 1 - Organizations
  • Attribute - "Customer" (attribute type: User)
• Object Type 2 - Data I want to present to the reporter
  • Attribute - "Assigned organization" (Reference Organizations) - it is important to use the same attribute name (for referencing organization) on each object type

Now, for the attribute "Customer" value in each Organization object, you can select any Atlassian or Customer account that you have on your site.

On the Insight Field setup, you would set it up like this:

• Filter Scope (IQL): objectType in ("ObjectType1", "ObjectType3") - replace strings with actual object type names (e.g. "Drones")

• Filter Issue Scope (IQL): "Assigned organization".Customer=${reporter}

Filter issue scope depends on what attribute name(s) you used before (see list items/bullets above).

Hope this might be helpful to someone in the future.

[Mark Segall · Accepted solution]

Hi @Tomislav Tobijas _Koios_ - Unfortunately, there is no way to query against organization on the create screen because that isn't officially captured until the request is submitted.  So, you need to be able to filter against the user.  The only way that I've found to make this work is by replicating your org/customer structure in Insight.  From there, you can provide a user-specific experience by leveraging ${reporter} and Filter Issue Scope with appropriate inbound/outbound references from there.

For example...

• Object Type 1 - Organizations
• Object Type 2 - Customers
  • Attribute - jiraID to capture the user ID of each customer
  • Attribute - Reference Organizations
• Object Type 3 - Data I want to present to the reporter
  • Attribute - Reference Organizations

On the Insight Field setup, you would set it up like this:

• Filter Scope (IQL): objectType = Object Type 3
• Filter Issue Scope (IQL): object HAVING outboundReferences(object HAVING inboundReferences("jiraID" = ${reporter.id}))

Hope this helps.

[Tomislav Tobijas _Koios_]

Hi @Mark Segall

Thanks for the quick reply. I think I get it.
Will try it out in the upcoming days.

If I got everything, this would mean that I would need to replicate all Organizations and Users to Insight, which might be a pain if we would about to do it manually?

Also, if the customer account was to be deactivated or removed from JSM, we would need to do the same in Insight? If that's the case, I think that would be way too much manual work as we're trying to automatize everything, especially user provisioning.

[Mark Segall]

replicate all Organizations and Users to Insight, which might be a pain if we would about to do it manually?

Completely agree about doing so manually.  I'm working on a similar scenario now and my plan is to try and set up a scheduled automation rule leveraging the Send Web Request action to hit the JSM API and pull the orgs/customers on a schedule.  

Also, if the customer account was to be deactivated or removed from JSM, we would need to do the same in Insight?

Yes, but I'm hopeful with the API call, I can get inactive users and either delete from Insight or mark as inactive and adjust my filter queries accordingly.  

This one is still a work in progress, but potential is there.

[Tomislav Tobijas _Koios_]

I just realized that, technically, I wouldn't need to 'copy' organizations from JSM to Insight, but the products/objects would need to be referenced to a specific organization in Insight - so the Insight structure would be necessary, while JSM one is not. At least when looking at customer accounts and organizations they are in.

Anyhow, I've tested what you have suggested @Mark Segall and it works like a charm!

Thanks!

[Mark Segall]

Happy it worked out for you.  And correct the JSM organization is intended for one purpose... Enabling users with the same affiliation access to each other's requests.  If you want to be able to perform any CRM type activities, that's where Insight comes into play.

[Marc-Antoine Thimm]

Hi @Tomislav Tobijas _Koios_ I found one way to get assets assigned to customers by playing with the user groups instead of organizations. 

Here is the How to article about it : https://community.atlassian.com/t5/New-to-Jira-Service-Management/How-to-Link-Assets-Selection-to-Specific-Customers-in-Jira/td-p/2868342. 

I hope this can help for some use cases. 

[Tomislav Tobijas _Koios_]

Hi @Marc-Antoine Thimm ,

Yeah, I've seen the article (good content by the way 👍). This is a bit old question/discussion I would say - I was just starting with Assets back then.

Anyway, we're using a similar concept at the moment. Also, we'll probably try to connect all of that with external sources via Data Manager so all of it is managed via one source point.