Retrieve values from insight using values from JSM fields

assia.lemsyeh

Hi community,

I'm using JSM datacenter version and I have a problem to retrieve values from insight;

While creating a new issue from the customer portal, I have to fill a customer field that I've created "Service catalog" with a list that depends on the client (insight Objects). To do so, I've created objects in Insight under each client and I have to retrieve them by using the query ObjectType = customfield_10002.name in Filter Issue Scope (IQL) and the customfield_10002 is the Organization field. It doesn't work and I have in the client portal a list of all the possible values despite of the client.

Can you help me with this please? I tried even automation but I don't have the possibility to setup values for my custom field Service Catalog.

Thank you in advance for your help.

Björn Gullander

Maybe you need to reconsider your structure in Insight a bit?

To connect your Service objects to a client you should have an attribute "Client" in Services pointing to the Clients connected to the service. (An attribute of type Object ). It should be a multiple value attribute. 

Then you would setup the Service Insight custom field in this way: 

• Filter scope: objectType="Service catalog"
• Filter issue scope: Client= ${customfield_10002} 
• (the last one will pick the selected Client's object key from the Organization field and filter on all services that have that client.

Björn