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Assets - How do I pull in a value onto an issue / ticket

Dean Stearn

Hi, our company is now investing time on the Assets module and I have been busy building Object Schemas / Object Types etc.

I have now got to the point where I am trying pull through a value from Assets to display on my Issue Ticket, and this is where I am getting stuck / confused....

This is what I have: (see attached screenshots)

Object Schema

Staff

Object Types

Staff
Managers

Object Attributes

Staff
Managers

What I am trying to achieve is for the 'Manager' name to be pulled through to the ticket based on the name of the Reporter that raised the ticket.

For Example:

I raised the ticket so I am the reporter - Dean Stearn

In the Staff list, Dean Stearn has a manager named Joe Bloggs, so I want a field on the ticket for Manager to be visible that shows Joe Bloggs.

What I have done so far:

I have created a custom field (Assets Object field) that appears on my ticket.

I believe an automation rule is also required, so I have set one up that triggers when any issue is created.

This is how far I am getting and not getting the results as I expect.

Can somebody please show me where I am going wrong.

Thanks in advance

Dean

Accepted answers

Kris Dewachter

Hi @Dean Stearn ,

What are the results that you are seeing?

First of all, I see some strange things in your configuration. You have a custom field "Manager" that displays information from the 'Staff' object type (Filter scope AQL).

Instead of using "Full Name" for both "Manager" and "Staff" (Default text field), I would use the attribute type "User" to link directly to a user account.

BR,

Kris

All comments

Kris Dewachter

Hi @Dean Stearn ,

What are the results that you are seeing?

First of all, I see some strange things in your configuration. You have a custom field "Manager" that displays information from the 'Staff' object type (Filter scope AQL).

Instead of using "Full Name" for both "Manager" and "Staff" (Default text field), I would use the attribute type "User" to link directly to a user account.

BR,

Kris

Dean Stearn

Hi @Kris Dewachter ,

At first, the reporter name was pulled through and then if I expanded the asset object it would then show the manager name.

I thought this was sort of correct, but when I updated another staff member to have the same manager as me, when I created a new ticket, their name was pulled through instead of mine as I was the reporter.

My rationale for using the "Staff" object type for the filter scope AQL, is because the manager's name is displayed as an attribute on the "Staff" object type. This is where I am getting myself confused as I am not sure if the filter scope should be "Managers" instead.

Your suggestion about using the attribute type "User" instead of "Default", I don't follow what this does. When I change the Type from Default to User, I then have to select something for Type Value. I was expecting to see a list of users, but instead I see User Groups.

Should I just select a user group for the Type Value?

Dean

Kris Dewachter

Hi @Dean Stearn ,

For the "User" attribute, you can leave "Type Value" empty. You can select a usergroup here if you want to filter the list of users on usergroup level.

Then, when you create a new object, you can select a registered user or customer from the list of users (I believe you have to start typing in the drop-down to filter on username otherwise it will not display anything).

But I also want to go back to your initial setup.

Why do you have a separate object for "Staff" and "Managers" ?
Is a Manager also not a Staff member?
I presume most managers also have a manager of their own. How will that be handled ?

Maybe it would be architecturally better to have only 1 object type "Staff" that contains both. For managers, you could have an optional attribute "IsManager" that could be yes or no. And in the "Staff" object, you can have an attribute "Manager" that just links to the same "Staff" object. In this setup, you would no longer need a "Manager" custom field, as you would see the manager from the user details in the ticket. Just a thought.

BR,

Kris

Dean Stearn

Hi @Kris Dewachter

Thanks for the feedback.

There was no specific reason for the set-up I did, other than that is what I thought was best.

I have taken your advice and updated my Staff object type to include those extra fields, which makes a lot more sense.

The only part that I am not getting is your last statement.

I raised a ticket in my name, however I don't see anything relating to user details, other than the name of the reporter.

Apologies, but can you provide a screenshot of where you are seeing user details on a ticket, for the life of me, I am not seeing anything.

Dean

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