Can I automatically get all the assets from a Jira Service Management customer in an issue?

Steve Mélon

Hello there! 

Is it possible from a same insight custom fields to get automatically all the assets of a user? 

Let's say I have an insight object user who has several inbound references : 

One to a mobile phone,

One to a laptop, 

One to a desktop. 

Each of these being an Insight Object. 

The catch is that the inbound references will differ from Jira Service Management customer to Jira Service Management customer. E.g, Benoit might not have the same assets as Nathalie, but I want the support agents to quickly visualise all the asset linked to either one when they submit a ticket. 

is it possible, or should i create X Insight custom field, one for each asset type possible? 

Many thanks for enlightening me! 

Best regards from Belgium  

PD Sheehan

The way we achieve this is by using a "Insight Readonly Objects" custom field.

This field will be linked automatically to the reporter field and populate the user object that is linked to the Jira User found in the reporter field. The IQL for the custom field will be like this: 

objectType = user and "Jira Account"= ${reporter}

Then, on the issue, the insight object for the user will appear. 

It will require you agents to click on that object to view the incoming references, those cannot be displayed by default.

But another option is to have another (or in place of) Insight Readonly Objects custom field that would have the iql like this:

object having outR(objectType = user and "Jira Account"= ${reporter})

 This will list all the assets that are linked to the reporter.

Be sure to substitute "Jira Account" with the Jira User attribute name that you use to link insight users to jira users.