Populate context field with Insight object based on customer form Insight field value

Andrew Williamson_tpydr0

I have two Insight object types:

1. A User object type
2. A Device object type
   1. Contains a 'Serial Number' attribute

 

The Device object type references the User object type - i.e. a Device object references a User object through an Owner attribute.

 

When a Customer submits a Device support request form, they select their user from an Insight Object custom field dropdown list.

Is it possible in implement some automation that checks the selected Users object for a Device object reference, pulls the referenced devices Serial Number attribute, and updates a Context field with that devices S/N?

Alternative would be to have the S/N custom field as a customer-filled-out field in the request form, but I don't expect most of my users to know where to even find their device S/N.

 

Mark Segall

Hi @Andrew Williamson 

Yes this is totally possible and you can actually eliminate the need for the user selector (unless you want them to be able to select someone else).  If this is the route you'd like to take, set the Filter issue scope (IQL) like this:

Owner = ${Reporter}

Otherwise, if you still want the reporter to be able to select any user, you would do something like this for your Filter Issue Scope:

Owner = {customfield_xxxxx}

where xxxxx = the field ID of your first Insight field