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Link JSM Asset to user what opened issue

JZD

Good Day

I am struggling with how to link the assets from JSM assets to issue they are created.

I only need to see the asset data i like in the ticket.

ANyone have an idea how to create the automation for this?

I already have an custom field created and see the field in the issue but i need to show the assets for the user he has created the issue

What i think for sure, that i will have to change Filter Scope in the custom field when i will use if for windows and macos. Can the filter scoped be configured for Laptops/Windows and MacOS in one filter scope

I tried objectType="Laptops"."MacOS" but this isnt working

thank you in advance

Accepted answers

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Mark Higgins

Hi Jacek,

Just want to paraphrase your challenge first.

So, you have the customfield on the Edit/View screen for the ticket, and hence, if you go to that asset, in Assets, does it show the ticket that it belongs to?

The filter scope is set up, so that it will display the asset linked to the reporter in Assets.

In the Laptops Assets attribute, is there a link to the User?

Cheers

Mark

JZD

Hi Mark
thank you for answering.

So, you have the customfield on the Edit/View screen for the ticket, and hence, if you go to that asset, in Assets, does it show the ticket that it belongs to? yes and no.

I tried yesterday ti change the Filter scope (AQL): objectType="MacOS". Then i was able to connect my created test ticket to my macbook. This means that i have to change the Filter scope (AQL): objectType="MacOS" to something else, that i can retrieve windows and macos in our tickets. Not found a way how i can combine this in one query until now.

Windows devices wont be found this was with ths Filter scope (AQL): objectType="MacOS"

The filter scope is set up, so that it will display the asset linked to the reporter in Assets.

For the moment i changed it to macos to find out if the filter scope is wrong. so macos is working fine with Filter scope (AQL): objectType="MacOS"

Logically windows is not working with Filter scope (AQL): objectType="MacOS"

Using Filter scope (AQL): objectType="Laptops" isnt working for both windows and macos. Need to find a way to combine it in the query..

In my test ticket when i link the asset manually in the issue field, its found and shown and checking via

In the Laptops Assets attribute, is there a link to the User?

Yes but now only for the macbooks

The first screenshot doesnt show an asset, because i was searching windows device

JZD

First issue solved

Changed the query to

Filter scope (AQL): objectType="MacOS" and objectType="Windows"

So now i need to find a way, how to add the user asset automatically to his created issue with an automation

JZD

Oh nooo! was wrong, filter query for both looks ok in the custom field configuration, but isnt working at all when combined

Filter scope (AQL): objectType="MacOS" and objectType="Windows"

Filter scope (AQL): objectType="MacOS" AND objectType="Windows"

The same for:

objectType="Laptops.MacOS" AND objectType="Laptops.Windows"

I am a total beginner with aql so excuse for the misstakes i do
I was searching for help here

Advanced searching: AQL - Assets Query Language | Jira Service Management Data Center 5.16 | Atlassian Documentation

and here

How to use Assets Query Language (AQL) | Jira Service Management Cloud | Atlassian Support

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