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"Affected Services" field are not showed to customers

Eduardo Oliveira_mgpq9v

I created an "IT service management" project (Issue type [System] Change) and when my costumers open the Help Center, they can't see the "Affected Services" field. Only if I add they in "USER MANAGEMENT" > "Users".

Can I share the service list with costumers?

Accepted answers

Angélica Luz

Hello Eduardo,

Thank you for reaching out to Atlassian Community!

The Affected Services field is visible only for licensed users.

Add or remove a service from the affected services field

The affected services field will not appear for those users who don’t hold a Jira license.

Based on your question, I created a feature request suggesting adding an info message that the field is not visible to customers.

Show info message about Affected Services field when adding it on the request form

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

All comments

mogavenasan

Hi @Eduardo Oliveira,

Just checking the basic configuration, have you added the "Affected Services" field under the Request Type?

Eduardo Oliveira_mgpq9v

Hi @mogavenasan .

Yes, I did. When I open the Help Center with a "Service Desk" member, the field are showed. If I open the same form with a Customer user, the field are hidden. Moreover, I can't post the request using the Customer user because the Affected Services' field are required.

Looks like the customers can't list the Services list.

Angélica Luz

Hello Eduardo,

Thank you for reaching out to Atlassian Community!

The Affected Services field is visible only for licensed users.

Add or remove a service from the affected services field

The affected services field will not appear for those users who don’t hold a Jira license.

Based on your question, I created a feature request suggesting adding an info message that the field is not visible to customers.

Show info message about Affected Services field when adding it on the request form

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

Eduardo Oliveira_mgpq9v

Hi @Angélica Luz . Thank you!

Ben Bruner

Hello, checking to see if this has been resolved as I am seeing the same issue.

Angélica Luz

Hello @Ben Bruner,

Welcome to Atlassian Community!

The Affected Services field is visible only for internal licensed users, so actually, there are no issues to fix in this case.

The ticket I shared is a suggestion to add a message when adding the field to the request form for the project admins to know that the field won’t be visible for customers.

If you have any questions about this feature, please let us know.

Kind regards,
Angélica

Joshua Elcik_2xp6lv

Having portal customers be able to choose the affected service is cruical, that way on the backend you can kick off approvals easier and use all the handy automation.

Ivan Ferreira_ael6cv

I just tested this and it seems to work. A second review would be helpful to identify if there is something that I'm missing.

This solution uses a Jira Service Management Form, and populate the Affected Services field using the Opsgenie REST API.

This also means that the solution will require Opsgenie integration with Jira Service Management.

1. In Opsgenie, create a new API Key

2. In Jira Service Management, create a Form in Jira Service Management with a dropdown selector field

3. In Jira Service Management, create a Data Connection to get Opsgenie Services

Go to Settings, Issues, Forms, Data connections
Add a New Data Connection
Use Basic Authentication
In the password field, paste your Opsgenie API Key
Press Next, the connection should be successful
Press Next

4. In the Configuration Screen select:

Elements: /data
ID: name
Label: name

5. Press Next and Save

6. Attach your new data connection to your form field

7. In Jira Service Management, create a new Request Type, I just called Request with Form for testing purposes

8. In Jira Service Management, go to the Form configuration, and associate with the new Request Type

9. Test the new Request Type with Form using the customer portal and a customer account

If this also works to you, please let me know.

Ivan Ferreira_ael6cv

@Andrey Kiyanovskiy

Can you test this solution?

Andrey Kiyanovsky_l161i8

@Ivan Ferreira That's an interesting idea, I tested it, and it works in the scope of the form. The issue here is that the Affected Services field is not populated, and we can't use related features, such as Responder Alerts, etc.

I'm trying to implement a workaround with a custom field having the same values as in the Affected Services. The issue is that to copy value from a custom field to Affected Services I have to use Service IDs that I'm getting with the same REST API call. If I make it to work, I'll publish it here.

Ivan Ferreira_ael6cv

Great! Thank you!

This post may help, and probable using automation you can populate the affected Service field itdelf.

https://community.atlassian.com/t5/Jira-Service-Management/How-to-access-the-form-data-in-Jira-Automations/qaq-p/2050277

Ivan Ferreira_ael6cv

If you have Premium version, you can use Assets Objects to make services available through the portal:

https://confluence.atlassian.com/jirakb/how-to-set-the-affected-services-field-from-referenced-services-on-an-assets-object-attribute-via-automation-1155140676.html

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