Asset Management | Dynamically link employee object to tickets

Question

Good day.

Assets

We have an Object Type (called "People") with our employees, contractors, etc. The Object Type has an attribute called "Jira Account" which is of Type 'User' (the account with which the user logs into Jira).

* Schema: People and Locations* Object Type: People* Attribute: User

Service desk

We have created a Custom Field called "User object" (Type = Assets objects).

The issue

When a user creates a new issue, we would like to automatically associate the Reporter of that issue with their respective employee information in the People list, if it exists.

J D_a3zqjm · Answer

Hello @Ruan Redelinghuys ,

I am curious as to whether or not you've had success in connecting your Atlassian Users to their hardware when reporting a hardware issue. Walking through the 'IT Asset and Service Configuration Management in Jira Service Management' documentation, I have followed each step. I have successfully connected my Project to my Assets but the 'Atlassian Account ID' field (set as Attribute Type='User') does not populate as demonstrated in the document.

I've been struggling for several days on this and came over to Atlassian's Community to find out if anyone has pointers or hints.

Malene Vikkelsø · Answer

This guide could provide the answer: https://confluence.atlassian.com/jirakb/automatically-add-object-linked-to-reporter-to-assets-previously-insight-field-on-ticket-creation-1142431084.html

All you are missing is the automation rule, which should trigger on Issue created.

I am wondering how you have added the Atlasisan Users to all your objects? Have you done this manually or have you found an automatic way to do this? I am working on a similar thing, where I would like to show all employee assets (phone, laptop, etc.) related to the Reporter of a ticket. I have managed to do so, by following the guide, however I am missing how to automatically add the Jira user to the object attribute.

Paul Madison · Answer

You could probably use an automation to query the assets table based on reporter attribute.

Something like this: