Can you filter issues linked to a user (from Assets) to show all tickets within the last 30 days?

Question

Assets has given us a great feature in JSM, where we can see a user's currently open tickets from within a ticket (in agent view).  We'd like to be able to see all tickets for the past 30 days, to be able to quickly see if the user has been experiencing repeat issues.

This is from the Assets custom field for users and I'm not seeing a way to filter it.

Has anyone done this, or figured out a different way to view the tickets?

Sue Lund · Answer

Thank you.  I have done that, but it's not something that you can do in the ticket view.  We want our agents to not have to click all the way into the Assets tool to be able to see them.
It's the object view in the ticket that is where I'm trying to do this.

Alessandro Cuccaro [ServiceRocket] · Answer

Hello @Sue Lund

You are indeed able to create a filter that allows you to search for all tickets for the past 30 days linked to a specific user (From Assets)

You can do that directly from: Assets -> Object.
If you further scroll down you should be able to see the "Linked issue" section.

Here is a screenshot to help you further:

You can either create a new filter to use it in this section, or filter by "Summary and description"

To reach your goal of filter issues linked to a user (from Assets) to show all tickets within the last 30 days, it is preferred to create a new filter.

Just create a new filter in: Filters -> View all filters -> Create new filter

Here is an example of filter I have created to display all the tickets linked to a specific Asset (in this case the Laptop ID) to show all tickets within the last 30 days.

Here is the Filter I have used for this case: project = ITS AND issuetype in standardIssueTypes() AND status = Completed AND created >= -120d AND "Reporter Asset(s)" = "LAP-121-APP-0012"

To learn more about Jira Service Management Filters, you can find more information here!

Hope this helped!

Thank you!