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Gather information about an asset from customers

Maximillian Tjhi

Hello!

I'm using JSM for kind of an edge use case, but what I'm trying to do is gather information about an asset from a client using the Service Desk. For example, I have a product "Can of Beans." I have information about this product as attributes such as height, weight, can type, etc. The goal is to pre-populate a form with this asset information, and have the customer fill in information that we need from them like color, can shape, etc. Is there an app/method of doing this?

Thanks community!

Accepted answers

Christopher Yen

Hi @Maximillian Tjhi welcome to the community!

To accomplish this I would start with creating a request type for the customer portal, you can have a custom field with a dropdown of products like "Can of Beans" then fields asking color, can shape, etc and use an automation rule once the issue is submitted to create or update an asset using a combination of inputted data for the customer filled fields and automatically apply the known information such as height, weight, can type, via the rule based off the product selected

All comments

Christopher Yen

Hi @Maximillian Tjhi welcome to the community!

Maximillian Tjhi

Thank you for the reply Christopher! That makes sense, but I'm trying to get the information to show up once the customer selects the asset from the dropdown. Let me try and clarify:

I am creating a form in a service project. First order of business in the form is for the customer to select the asset (ie: "can of beans"). In the backend, attributes like height, weight, and can type are already in the system with data that we have. Upon selecting the asset, the customer needs to see (in read-only format) the height, weight, and can type in order to fill out attributes like color, can shape, etc. The reason for this is that the customer needs to see information in the attributes that we have already filled out so that they can make their own calculations and fill out the currently blank attributes that we need from them. Does that make sense?

Adolfo Casari

@Maximillian TjhiYou need something like scriptrunner Behaviours to do that. Althought there is a version for Cloud, I don't believe that scenario is supported yet. For Data Center is doable with Behaviours.

Christopher Yen

@Maximillian Tjhi

Yes like Adolfo says I think the auto populate capabilities on the customer form would require scriptrunner.

One alternative could be to use forms and create conditional sections displaying the attributes as just a label depending on which product is chosen but this would probably only work if you only had a small number of products to choose from because it would be all manual to keep up to date.

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