You can now track objects, services, and labels using forms in Jira Service Management.
A recent release adds Labels, Affected Services, and Assets object/s to your forms. This gives you the tools you need to improve specific processes and the quality of information received.
With the new Assets object/s field in forms, you can setup fields to track objects such as laptops or keyboards. Simply link a form field to an Assets object/s Jira field, and it inherits all the functionality this field offers. Learn more about Assets and the Assets object/s field.
When will I get these updates?
Rollout started on January 3, 2023, and was completed on January 20, 2023. Release tracks customers will receive the feature later according to the release track bundle schedule.
What do I need to know?
Here are some reference documents related to this release:
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What is the Assets objects field?
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Link a form field to a Jira field
Assets object/s fields do not support Default Answer or Required Choice
This is by design. It prevents invalid forms being created by selecting Default Answer or Required Choice that does not match Filter Issue Scope.
You can configure default answers for Portal Create via the Assets object/s field configuration using “Display a default object when this field appears in a customer portal” option. See this support page for details.
Assets object/s fields Filter Issue Scope placeholders only work for fields inside the form on Portal Create
If an Assets object/s field is configured with Filter Issue Scope, and it references a field that is in the request type but not in your form, searching the field may not work. All fields must be inside the form for it to work on Portal Create.
This restriction does not apply after the issue is created. It also does not apply to the “Reporter” field.
Assets object/s fields cannot be configured for use in conditional sections in the Form Builder if the user does not have access to Assets
Users who don't have access to an object schema are not able to configure conditional sections inthe Form Builder.
The solution: those users must ask their admin for access. It's also important to confirm that they are a Jira Service Management Premium or Enterprise user with access to Assets.
This restriction only applies in the form builder. In all other cases, users can search objects in the Assets object/s field regardless of their permissions.
Assets object/s fields cannot be used by anonymous user
If the field is required, the user will be notified they cannot fill in the form and must log in.
If the field is optional, a tooltip will tell them the field is disabled and should log in.
Affected services field cannot be used by unlicensed user
Affected services field cannot be used by users who do not have a Jira license. This includes anonymous users, customer accounts, and Atlassian accounts without a Jira license.
If the field is required, the user will be notified they cannot fill in the form.
If the field is optional, a tooltip will tell them the field is disabled.
Labels field is missing labels in the search
Anonymous user is unable to search labels as they do not have permission.
Customer accounts may see a limited number of labels due to permission restrictions.
Despite the restrictions noted , users can create new labels.
Where can I find more information?
Please add comments and questions below this post. We'll check for messages and reply as best we can.
There are two places to go for help and more information:
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Ask a question in the Forms Group
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Contact support
