insight filtering in issue creation in service desk?

javierdvegu

Hello,

I have the following object schema. "Organization" is at the top (partner company), below that partner company has "Sites" and below the sites there are "machines". The organization also has "employees" that could open tickets related to the machines they work with. So now I would like that when one of those employees create an issue it could be possible to select the site and the machine and that the organization is automatically filled. I mean, the employees should only see the machines of their organization. So basically is to know if it is posible with filters to filter the sites and engines based on the user that it is creating the issue and that the organization is automatically or near filled based also on the user.

Vilim Berger

Hi,

As Deepak wrote, you'll need to create references between object types "Organization", "Sites", "Machines", and "Employees", just make sure that you use "User import" integration for the "Employees" object type and update/create references between all user objects and Jira users. This will allow you later to use references between "Employee" objects and related objects from "Organization", "Sites", and "Machines".

For example, if you have a Machine object that is having an outbound reference toward some employee object, and your employee object is having a reference to the Jira user. Then you can configure a custom field that will show only objects related to the person that is creating a ticket.

Depending on how you structure your data there will be differences in the field configurations.

Example

"Employees" object type objects:

Name: Employee 1
Jira user reference: "Employee 1"

Name: Employee 2
Jira user reference: "Employee 2"

"Sites" object type objects:

Name: "Site 1"

Name: "Site 2"

Name: "Site 3"

"Machines" object type objects:

Name: "Computer 1"
Employee: "Employee 1" (an outbound reference to the Employee object)
Site: "Site 3" (an outbound reference to the Site object)

Name: "Computer 2"
Employee: "Employee 1" (an outbound reference to the Employee object)
Site: "Site 1"(an outbound reference to the Site object)

Name: "Computer 3"
Employee: "Employee 2"(an outbound reference to the Employee object)
Site: "Site 2" (an outbound reference to the Site object)

Now configure 2 fields:

Configuration of the "Machines" field should look like this

Custom field name: Machines

Object Schema: "Select your schema"

Filter Scope (IQL): objectType = "Machines"

Filter Issue Scope (IQL): "Employee"."Jira user reference" = ${reporter}

Filter Assign Scope (IQL): Not configured

Configuration of the "Sites" field should look like this

Custom field name: Sites

Object Schema: "Select your schema"

Filter Scope (IQL): objectType = "Sites"

Filter Issue Scope (IQL): object HAVING inR(objectType = Machines AND "Employee"."Jira user reference" = ${reporter})

Filter Assign Scope (IQL): Not configured

 

So if "Employee 1" is creating a task he'll be able to select "Computer 1" or "Computer 2" in the "Machines" custom field and "Site 2" and "Site 3" in the "Sites" field, but if "Employee 2" is creating a task only "Computer 3" and "Site 2" will be available for choosing. 

 

I hope this helps