Insight (Assets) next level

Question

Hi, we currently use Insight (Assets) for our Assets.

Looking for documentation to take to the next level.

We want to start linking assets together as well as linking to a change/Problem tickets.

For example, the team need to do a restart of a server they submit a change ticket and link that ticket to the server in insight.

Suzi Firth · Answer

Hi @Danielle David

Atlassian released a handbook earlier this year for assets that includes how to link assets together: https://www.atlassian.com/whitepapers/it-asset-and-service-configuration-management-in-jira-service-management

In terms of linking this to tickets. For change requests, this uses the Affected Services field and links to the Services Object Schema. This is a predefined field in Jira.

If you wish to link Assets to Service Requests and incidents, you can do this too but requires more setup. You need to create a custom field and assign it to the request types like normal.

You can further configure the field to only show assets based on the Reporter on the ticket so when you click the drop down you only see their assigned assets. You can also configure a field to automatically fill the field if there is one returned value. I.e. you want to show the users manager, or the site they work.

I've answered this on a few posts:

https://community.atlassian.com/t5/Jira-Service-Management/Setting-Filtered-Asset-automatically-in-customer-portal/qaq-p/2292777

https://community.atlassian.com/t5/Jira-Service-Management/how-do-i-update-an-Assets-objects-custom-field/qaq-p/2293384

https://community.atlassian.com/t5/Jira-Service-Management/Asset-Custom-Field-Reporting-Manager/qaq-p/2282283

Kind regards,

Suzi

Mikael Sandberg · Answer

You can find the documentation for Assets and references (that's the linking) here. And here is a talk from one of Atlassian's events last year that is all about Assets.