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Assets specific to organizations in JSM

Christian_b1x1yy

Hello Everyone

I'm fairly experienced in using JSM but have never used any of it's asset features. I have a use case that I think assets could solve, but I'm not too familiar with all of its functionality and as the courses for asset management are unavailable right now, I'm hoping the community can help.

We have a JSM instance that supports many customer sites all with specific equipment we support. We organize each site as organizations so that all members of each site can see the site's tickets. From that level, I want to have a dropdown that shows the specific equipment for that site. I can't have the dropdown show equipment supported at all sites as that would break confidentiality.

My idea was to configure all equipment as assets, and have a property associated with them that are related to site/organization. Then in the JSM form, have the dropdown AQL to only show what is configured for the organization of the logged in user.

Is this possible, and is there anything else I should be considering?

Thank you!

Christian

Accepted answers

Christian_b1x1yy

Hi all, I've ended up figuring out a solution for. It requires making some redundancy between JSM organizations and Jira Asset Management, but it's worth it for our use case.

First, I created "Site" Objects for every site we support. Then I created objects for each customer, referencing their respective Jira accounts and having outbound references to each Site Object the user should have access to. I allowed for multiple sites to be put here, as many of our users are able to submit against multiple sites. I also created an equipment object type and made an outbound reference to a specific site object.

In my form, I made an assets custom field with the AQL query Customer."Jira Account" LIKE currentUser(), and then made an equipment field that referenced the site selected and in the custom field to show equipment.

A side note, but to import all customers with their Jira Account IDs and organizations, I used a trial of Appsvio Customers and Organizations. It saved me a lot of time, and because I just needed it for the initial export I was able to get it on a 30 day trial and cancel it before being charged.

https://marketplace.atlassian.com/apps/1223751/customer-details-for-jira-service-management?hosting=cloud&tab=overview

All comments

Jörg Riebschläger

This is a good question and a propper use case for our company as well. I am looking forward for any helpful answer!

Christian_b1x1yy

Hi all, I've ended up figuring out a solution for. It requires making some redundancy between JSM organizations and Jira Asset Management, but it's worth it for our use case.

https://marketplace.atlassian.com/apps/1223751/customer-details-for-jira-service-management?hosting=cloud&tab=overview

JCameron_8s6jjj

I ended up doing something very similar. It's annoying that JSM "organizations" can't be asset objects. You also can't use the "organization" JSM object as an attribute in an Asset record to try and link them that way.

With customer organization as an Asset record, I can easily add the equipment assets they own and use that as a form lookup using currentUser() like you did. It also makes it easy to, say, auto-add them to a support ticket and do things like set a user group attribute to hold all of its members and a user attribute to identify primary points of contact. I use that same information for auto-notifications for service notices and for managing portal permissions for what each customer is subscribed to. As Assets, automations can readily access any relationships I need to.

I can't do ANY of that with the out-of-the-box "organization" tool.

Jonne Riikonen

This is an interesting way to handle something we've also been struggling with, in our use case we might have some cross-site matters which complicate things, but i bet those could be somehow resolved as well.

What came to my mind though was the user management, in our case, we get new users quite often and some old users need to be proactively deactivated to preserve confidentiality.

How do you manage this?

In the example we see that the list of users is built to Assets by an extract from JSM/Customers, but after the initial export, are you managing them manually? Eg. New customer -> manually create to both sides?

Honestly though, i don't understand why Atlassian doesn't bring support to link Organizations to Assets Object type... it would make life so much easier.

Christian_b1x1yy

For us, we manually add the customer in both places. Quite annoying, but we aren't adding customers too often so it's not too much of a constraint. I'm sure its possible to make a script that could do all the steps at once with API calls, but for our use its not something I've bothered with yet.

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